Human Resources

Training

By Timothy Kolk | Nov. 13, 2017

A razor-sharp focus on four areas of credit card lending helps credit unions operate a program that supports critical priorities, provides income, and deepens member relationships.

By Sharon Simpson | Sept. 18, 2017

Yolo FCU wants new hires to fully understand its brand from the get-go, so it moved employee onboarding from HR to marketing.

By Sharon Simpson | Sept. 1, 2017

The CFO for One Credit Union in Vermont talks early lessons, inspiration, and hopes for the future.

By Erik Payne | Sept. 1, 2017

Real comments from online review sites to inform strategies, policies, and practices.

By | July 11, 2017

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By Sharon Simpson | July 3, 2017

Jeanne D'Arc Credit Union regularly hits pause on the daily grind to talk big-picture strategy. Learn how those efforts are paying off.

By Erik Payne | July 3, 2017

Credit unions in Virginia, Montana, and Oklahoma talk about benefits, drawbacks, and strategies to accommodate a work force far from home.

By Erik Payne | July 1, 2017

Real comments from online review sites to inform strategies, policies, and practices.

By Marc Rapport | May 22, 2017

Credit unions from across the country dish on tactics to find the best employees.

By Alix Patterson | May 22, 2017

Summer is the perfect time to think strategically about how the credit union will tackle strategic planning in the fall.

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By Marc Rapport | May 15, 2017

Credit unions in California and Vermont share how they help employees maintain healthy habits.

By Sharon Simpson | May 8, 2017

The head of Orange County’s Credit Union talks leadership, mentors, and recruiting — and retaining — the best associates for her team.

By Sharon Simpson | April 24, 2017

The CEO of DOLFCU talks about thinking differently, working collaboratively, and taking chances.

By Erik Payne | April 3, 2017

The NCUA wasn’t updating its questionnaires for internal compliance reviews fast enough. So the New Hampshire credit union created its own.

By Sharon Simpson | April 3, 2017

Interra Credit Union's homegrown enterprise risk management program puts a premium on emerging areas rather than on data and trends of the past.

By Erik Payne | March 31, 2017

Real comments from online review sites to inform strategies, policies, and practices.

By Rebecca Wessler | March 13, 2017

Five can't-miss data points featured this week on CreditUnions.com.

By E.C. Harrison | March 13, 2017

The senior vice president at Directions Credit Union discusses strategies for developing new managers and challenging senior executives to think differently in the face of disruptive change.

By Erik Payne | March 10, 2017

Cory Booker and U.S. Surgeon General Vivek Murthy highlight day one at the Austin, TX, conference.

By Liz Furman | Feb. 21, 2017

Credit unions added more than 10,000 employees nationwide over the course of 2016.

By Jon Jeffreys | Feb. 13, 2017

For many, thinking about the credit union as a whole is a brand-new experience.

By Jon Jeffreys | Jan. 23, 2017

A new approach to member service helps credit unions better understand the underlying needs of members and serve them more effectively.

By Erik Payne | Jan. 16, 2017

Public Service Credit Union shares lesson gleaned from completing two mergers and one assumption in four months.

By Sharon Simpson | Jan. 2, 2017

Five lessons in setting short- and long-term goals.

By Marc Rapport | Dec. 26, 2016

Innovative credit unions share their approaches to evaluations, training, and staffing.

By Rebecca Wessler | Dec. 26, 2016

Five can't-miss data points featured this week on CreditUnions.com.

By Marc Rapport | Dec. 20, 2016

Overlooked editorial gems provide insight and inspiration for the challenges and opportunities that lay ahead in 2017.

By Marc Rapport | Dec. 19, 2016

Technology providers evaluate 2016 and look ahead to the coming year.

By Sharon Simpson | Dec. 19, 2016

University Credit Union in Orono, ME, creates new positions and titles to streamline its lending environment.

By Jon Jeffreys | Dec. 6, 2016

This financial cooperative decided to stake its future on hiring a new leader based on mission, credit union experience or not.

By Callahan & Associates | Dec. 1, 2016

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By Callahan & Associates | Dec. 1, 2016

Real comments from online review sites to inform strategies, policies, and practices.

By Liz Furman | Dec. 1, 2016

More options might seem like a good idea, but streamlined offerings also benefit both credit unions and their members.

By E.C. Harrison | Dec. 1, 2016

What do boards want from CEOs? Ask Ida Bowen, who served on the board of Deepwater Industries Federal Credit Union before becoming its CEO.

By Callahan & Associates | Nov. 25, 2016

Purdue's GOLD program turns member service reps into universal employees.

By Ted Goldwyn | Nov. 14, 2016

In an increasingly competitive lending environment, these six practices are helping credit unions serve members better and make decisions quickly.

By Matt Taylor | Nov. 14, 2016

To keep up with share growth and diversity, Interra Credit Union rebuilt its lending department into five divisions, including agribusiness, business services, and more.

By Callahan & Associates, Inc. | Oct. 21, 2016

Callahan & Associates and Carol Cross discuss Eastman's approach to performance management, the ins and outs of continuous performance management, and best practices to research and plan a program for any credit union.

By E.C. Harrison | Oct. 18, 2016

The CEO of Community Credit Union offers her view on adaptability, tough conversations, and industry needs.

By Callahan & Associates | Oct. 18, 2016

Real comments from online review sites to inform strategies, policies, and practices.

By Ted Goldwyn | Oct. 17, 2016

Wright-Patt Credit Union relies on two fully trained teams of full- and part-time employees to step in and fill out staffing shortages.

By Rebecca Wessler | Oct. 17, 2016

Five can't-miss data points featured this week on CreditUnions.com.

By Susan Levi Wallach | Oct. 3, 2016

Why the credit union is heavily engaged in making sure it has a physical presence in its communities.

By E.C. Harrison | Sept. 26, 2016

The marketing director of Affinity Plus FCU talks about micromanaging, leadership vulnerability, and onboarding new members after the Ditch Your Bank campaign.

By Sharon Simpson | Sept. 26, 2016

Ardent Credit Union looks to a nearby university to offer advanced education to motivated employees.

By Callahan & Associates, Inc. | Sept. 19, 2016

The California credit union gained the framework for team collaboration on innovation through the Callahan Leadership Team Development program.

By E.C. Harrison | Sept. 19, 2016

The chief financial officer of First Community in Texas talks about questioning authority, the regulatory environment, and the future of credit unions.

By Rebecca Wessler | Sept. 6, 2016

Five data points from this week on CreditUnions.com.

By Sharon Simpson | Sept. 4, 2016

How an Iowa credit union took employee appreciation to the next level.

By E.C. Harrison | Aug. 29, 2016

The vice president of human resources at SECU of Maryland shares insights on managing HR through organizational change, branch modernization, and shifts in brand and culture.

By Erik Payne | Aug. 29, 2016

Seven core cultural beliefs at Vantage West Credit Union shapes a future of "deliberate success."

By Rebecca Wessler | Aug. 29, 2016

This week, CreditUnions.com profiles a new culture in Arizona, small dollar loans in New Mexico, and data insights nationwide.

By Chris Howard | Aug. 25, 2016

In episode No. 625, Callahan vice president Chris Howard and Mike Lawson discuss what credit unions can gain from a team-focused approach to development.

By Marc Rapport | Aug. 15, 2016

Patriot Federal Credit Union has replaced annual reviews with quarterly coaching sessions that focus on value and values.

By Sharon Simpson | Aug. 15, 2016

Eastman Credit Union's focus on continuous coaching and development allows employees to take charge of their own career.

By Erik Payne | Aug. 15, 2016

Listerhill Credit Union relies on regular conversation instead of yearly check-ins.

By Marc Rapport | Aug. 15, 2016

Northwest Community Credit Union uses a collaborative approach to staff reviews rather than traditional performance evaluations.

By Rebecca Wessler | Aug. 15, 2016

This week, CreditUnions.com shows how some credit unions conduct annual reviews — and one credit union that doesn't.

By Chris Howard | July 19, 2016

A common language, framework can help turn operational survival into strategic thriving. But getting there takes team development.

By Alix Patterson | July 19, 2016

PSCU Member Forum speakers offer lessons on listening to the front line and why to lead the process, not the content.

By Marc Rapport | July 18, 2016

In May 2016, industry maverick Jim Blaine announced his retirement from State Employees’ Credit Union. His successor, longtime SECU executive Mike Lord, was named soon after. In this ongoing series, CreditUnions.com details Blaine’s history with the credit union and the movement, how SECU arrived at a successor, and what’s next under Lord for the $30 billion institution.

By E.C. Harrison | July 4, 2016

The senior human resources manager at Credit Union 1 in Alaska shares tips to work with an office full of millennials as well as a veteran perspective on hiring and firing.

By Callahan & Associates | July 1, 2016

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By Sharon Simpson | June 20, 2016

The Business Analytics Innovation Team at Member One FCU tasks six employees with digging into data to find areas of opportunity.

By Susan Levi Wallach | June 20, 2016

How Oregon Community’s data warehouse is shaping marketing and saving the credit union time and money.

By Marc Rapport | June 17, 2016

NAFCU conference attendees hear of hope for change in Washington, how size and gender matters in executive pay, and that risk management includes reputations.

By Marc Rapport | June 15, 2016

Credit unions correlate giving back and growing loans, while accounting standards and succession planning spur table talk.

By Rebecca Wessler | June 13, 2016

This week, CreditUnions.com focuses on the different metrics credit unions can use to measure and benchmark performance, whether looking to manage risk or guide loan growth.

By Stephanie Clark | June 13, 2016

What metrics should human resource professionals use to measure employee and credit union performance?

By Callahan & Associates | June 1, 2016

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By E.C. Harrison | May 30, 2016

To retain possibly restless new hires, credit unions are investing in ideation programs, career development, and community service.

By Dahna Chandler | May 30, 2016

The Virginia credit union changed its mortgage lending paradigm to accommodate members’ availability and interests.

By Sharon Simpson | May 30, 2016

The North Carolina credit union closes the gender gap with transparency and a market-based salary structure.

By Erik Payne | May 30, 2016

Michigan State University FCU’s new Financial Innovation and Education Center promises to introduce a new generation to the credit union industry.

By Rebecca Wessler | May 30, 2016

This week, CreditUnions.com looks at hiring and training strategies from credit unions across the industry.

By Stephanie Clark | May 30, 2016

Results from the Callahan & Associates Training and Development Survey, completed by HR managers at credit unions nationwide, reveal how programs have adapted to changes in people, technology, and the industry.

By Callahan & Associates | May 25, 2016

Callahan & Associates and Todd Lane discuss how California Coast Credit Union calculated its area's living wage and what that means for its employment strategy moving forward.

By Rebecca Wessler | May 23, 2016

This week, CreditUnions.com features case studies of credit unions tackling one of five aspects of a strong SEG relationship.

By Sharon Simpson | May 2, 2016

There is no one-size-fits-all approach when it comes to ensuring the safety of a credit union. That’s why leaders must understand the ins and outs of different strategies before selecting the best fit.

By Callahan & Associates | May 1, 2016

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By Erik Payne | April 30, 2016

How the Virginia-based institution introduced a culture of growth and set an ambitious goal for the end of the decade.

By Callahan & Associates, Inc. | April 25, 2016

Callahan & Associates and Melissa Vigil discuss where Northwest Community learned about APM and how it incorporated APM principles into its own operations.

By Marc Rapport | April 11, 2016

Belvoir Federal Credit Union’s tech specialists have developed an automated escheatment system to swiftly clean up old accounts.

By Callahan & Associates | April 7, 2016

In this webinar, Callahan & Associates and Throckmorton discuss the strategy that helped Allegacy become the first company to publicly release its health records, how to implement a culture of health, and best practices to spread community awareness.

By Sharon Simpson | March 28, 2016

In the increasingly competitive world of consumer experience, delivering a good member experience isn’t good enough. At Orange County's Credit Union, the entire organization aligns to ease pain points.

By Callahan & Associates | March 18, 2016

Callahan & Associates and Ronaldo Hardy discuss the benefits and challenges of managing a young executive team and working with a mixed-generation board of directors.

By Marc Rapport | March 14, 2016

In 2012, Mazuma Credit Union completely overhauled its member business lending strategy. Now, it shares some do’s and don’ts on how to do it the right way.

By Erik Payne | March 14, 2016

Deb Vollmer, vice president of branch services at Langley FCU, discusses the credit union’s new leadership structure, building a sales culture, and hiring best practices.

By Erik Payne | March 14, 2016

After only a few years, two new offices in Washington, DC, are responsible for 60% of the mortgage loan growth recorded by United Nations Federal Credit Union.

By Stephanie Clark | March 14, 2016

What credit unions top the charts for employee payout? Find out in this Callahan & Associates leader table.

By Rebecca Wessler | March 14, 2016

This week on CreditUnions.com, we highlight different ways credit unions are bringing in new staff and creating new teams to meet different opportunities.

By Callahan & Associates | March 4, 2016

A monthly collection of Callahan content that, together, addresses a single topic from a variety of perspectives.

By Erik Payne | Feb. 29, 2016

The North Carolina-based institution became the first to publicly report its corporate health metrics. Here’s why it thinks others should follow.

By Marc Rapport | Feb. 29, 2016

How the San Diego credit union is implementing a new compensation system and considering the living wage measure.

By Sam Taft | Feb. 29, 2016

At which credit unions did employees post the highest gains in fourth quarter 2015? Find out in this leader table.

By Rebecca Wessler | Feb. 29, 2016

From new living wage compensation systems to the public reporting of health and wellness metrics, this week CreditUnions.com profiles a number of ways institutions are investing in their human resources.

By Dahna Chandler | Jan. 18, 2016

An exceptional employee onboarding and training program at Nusenda Credit Union produces an award-winning employer.

By Marc Rapport | Jan. 11, 2016

How a Michigan credit union works with college millennials and veteran CUSO staff members alike.

By Ted Goldwyn | Jan. 11, 2016

In this Q&A, Ronaldo Hardy, CEO of Shell Geismar FCU, discusses the benefits and challenges of employing millennials at an innovative credit union.

By Sharon Simpson | Jan. 4, 2016

Why three credit unions are turning to team-based learning to develop current and future leaders.

By Rebecca Wessler | Dec. 21, 2015

This week, CreditUnions.com runs down some of our best and most actionable content from 2015. Use these programs and initiatives to provide a creative spark for 2016.

By Marc Rapport | Dec. 21, 2015

From “intentional communications” to identifying top intern prospects — and even heading off internal fraudsters — the “people helping people” strategy begins in the home (office.)

By E.C. Harrison | Nov. 16, 2015

SECU of Maryland’s move to bring its business lending operations in-house resulted in a return on investment in the range of 250 to 300 basis points.

By E.C. Harrison | Nov. 11, 2015

Experiences in high-tech manufacturing, small business services, and the rodeo have prepared Kim Alexander, executive vice president and chief financial officer of Warren Federal Credit Union, for her role at a high-growth credit union.

By Sharon Simpson | Oct. 26, 2015

Altra Credit Union’s specialized strategy to develop relationships with youth and gain long-term loyalty has helped the Wisconsin institution decrease its average member age by five years.

By E.C. Harrison | Oct. 19, 2015

Joy Wilson, chief administrative officer of ORNL Federal Credit Union, talks about identifying talent and competencies, collaborating, and managing through dynamic change.

By Sharon Simpson | Oct. 19, 2015

Why Lake Trust Credit Union ditched surveys and embraced open communication.

By Marc Rapport | Oct. 19, 2015

Atlanta credit union Georgia’s Own works across channels to better serve employees and — in turn — better serve members.

By Rebecca Wessler | Oct. 19, 2015

Credit unions that encourage greater employee engagement and transparent communication can optimize their institutional culture and strengthen employee ties.

By Sharon Simpson | Oct. 5, 2015

How Keesler FCU is using a marketing systems manager to springboard into enterprise-level business intelligence.

By E.C. Harrison | Sept. 30, 2015

Hilary Eisbrenner, chief financial officer at Keesler Federal Credit Union, shares thoughts on leadership, industry challenges, team-building, and dream-following.

By Erik Payne | Sept. 10, 2015

Griff O’Brien, senior vice president and chief membership officer at Advantis Credit Union, details his recipe for cultural success at a large credit union.

By Sharon Simpson | Sept. 7, 2015

Finding the right employees to connect with members through video technology can be a challenge, but it doesn't have to be.

By Erik Payne | Aug. 25, 2015

Six motivations to maximize and minimize for a more satisfied employee.

By Aaron Pugh | Aug. 24, 2015

How Mountain America helps members break free from long-term, costly debt.

By Rebecca Wessler | Aug. 10, 2015

This week, CreditUnions.com takes a look at training, recruiting, and compensation strategies credit unions are using to develop their executive teams.

By E.C. Harrison | Aug. 10, 2015

Leadership programs at credit unions and other companies nationwide support growth initiatives, changing cultures, and multi-generational workplaces.

By Marc Rapport | Aug. 10, 2015

Whether a credit union’s board of directors is looking for a turnaround or to stay the course will determine the best qualities of a candidate. A plethora of variables will determine the qualities a board wants in a credit union’s highest-ranking employee.

By Erik Payne | Aug. 10, 2015

How Interra FCU has benefited from bringing on strong candidates regardless of cooperative pedigree.

By Aaron Pugh | Aug. 10, 2015

How Arizona’s largest credit union acquires top talent for its professional, management, and senior leadership roles.

By Marc Rapport | Aug. 1, 2015

A Kansas City credit union stakes new ground in an upscale suburb while reorganizing to serve both new and traditional members.

By Marc Rapport | Aug. 1, 2015

Mazuma knows that happy employees create a happy membership, not the other way around.

By Aaron Pugh | July 28, 2015

What do screen doors, Uncle Sam, and David Fincher all have to do with credit unions?

By Marc Rapport | July 20, 2015

More than 125 employees at the North Carolina credit union chipped in to pull off the intensive tech project.

By Erik Payne | July 20, 2015

Transparency and an objective salary scale encourages top performance from staff at Local Government FCU.

By E.C. Harrison | July 20, 2015

From new corporate-wear uniforms to a new culture of behaviors, Pen Air took an ordinary brand makeover and created a new organizational narrative based on trust, respect, and ‘communerosity.’

By Rebecca Wessler | July 20, 2015

Engaged employees are more productive and innovative. More importantly, they're more pleasant to work around.

By Stephanie Clark | July 20, 2015

As former Campbell Soup CEO Doug Conant said, "To win in the marketplace you must first win in the workplace."

By Aaron Pugh | July 1, 2015

The key to Greater Nevada’s success starts within its own walls, but it doesn’t end there.

By Rebecca Wessler | June 29, 2015

In California, three credit unions put a shared-staffing strategy to work at the highest level.

By Callahan & Associates | June 29, 2015

A break down of the industry’s financial performance and impact in 1Q 2015.

By Susan Levi Wallach | June 22, 2015

A try-before-you-buy fellowship program allows DCU to assess the value of new legal resources.

By Sharon Simpson | May 18, 2015

Steve Webb, COO of Neighbors Federal Credit Union, discusses how the credit union is realigning its strategy and turning its design upside-down in the process.

By Aaron Pugh | May 18, 2015

Two credit unions explain why logic trumps tradition when it comes to their division of responsibilities.

By Erik Payne | May 18, 2015

What VyStar Credit Union’s senior vice president of marketing and planning says about her general responsibilities and how she fits in to the overall organization.

By Janet Lee | May 18, 2015

Millennials and new organizational structures are shaping the credit union industry for today and tomorrow.

By Rebecca Wessler | May 18, 2015

To meet tomorrow's demands, credit unions today need to take a fresh look at their leadership roles and organizational structure.

By Rebecca Wessler | May 15, 2015

Susan Makris, senior vice president and chief human resources officer at Patelco Credit Union, explains the importance of leadership style and culture within a growing credit union.

By Erik Payne | May 11, 2015

One Montana credit union relies on transparency and open communication to assimilate new employees gained through a merger.

By Erik Payne | May 4, 2015

TTCU’s chief risk officer talks about responsibilities, skills, and value to the institution.

By The Rochdale Group, Inc. | May 4, 2015

Your risk management processes may be fine today, but are they sufficient to lead you tomorrow?

By Leigh Anne Terry | April 23, 2015

The AMC hit series Mad Men has produced seven seasons and plenty of cringe-worthy "oh no" moments for human resource professionals everywhere.

By Erik Payne | April 20, 2015

College internship programs allow credit unions to not only benefit from the fresh perspective of young minds today but also recruit for tomorrow’s leaders.

By E.C. Harrison | April 20, 2015

Pre-employment assessments help TDECU reduce attrition, match talent to responsibilities, and predict future performance.

By Rebecca Wessler | April 20, 2015

This week, CreditUnions.com explores ways to find appealing candidates, develop talent, maximize skill sets, and more.

By Sam Taft | April 20, 2015

Credit unions demonstrate a commitment to add numbers to their employee rosters and dollars to their employee salaries.

By Rebecca Wessler | April 1, 2015

The vice president of human resources at USAlliance Federal Credit Union talks career paths, talent identification, and management philosophy. Notable quote: “Reach for the moon; if you slip and fall, you find yourself among stars.”

By Rebecca Wessler | March 23, 2015

The future of financial services doesn't rest solely in the hands of technology and facilities.

By Callahan & Associates, Inc. | March 20, 2015

Asking applicants to submit videos as part of the interview process helps Listerhill Credit Union identify talent with the right mix of skills, personality, and professionalism.

By Callahan & Associates, Inc. | March 20, 2015

Listerhill Credit Union reviews how video applications help it find the perfect applicants for a student branch.

By Janet Lee | Feb. 27, 2015

When HR professionals gathered for a Callahan Roundtable, these ideas generated the most buzz.

By Rebecca Wessler | Feb. 23, 2015

This week, CreditUnions.com offers practices, lessons, and educational resources for the men and women charged with managing the financial risks of their credit unions — the CFOs.

By Sam Taft | Feb. 23, 2015

These four performance metrics will help CFOs explain the business of credit unions and show how every employee helps the credit union achieve its goals.

By Marc Rapport | Feb. 16, 2015

Extending hours with fewer staff is just one of the virtues of virtual technology at Park Community Credit Union.

By Aaron Pugh | Feb. 9, 2015

These two mid-sized credit unions hold their own in terms of employee productivity and efficiency, even when compared to larger peers.

By Marc Rapport | Feb. 9, 2015

How NorthCountry FCU maximizes its investment in employees, members, and community.

By Aaron Pugh | Jan. 22, 2015

Two credit unions share how they bring workplace ideas, issues, and opportunities to the surface.

By Aaron Pugh | Jan. 22, 2015

Employees have numerous reasons for jumping ship. Here’s how to mitigate those grievances.

By Drew Grossman | Jan. 22, 2015

Member One aims to triple its assets within a decade. But to achieve that goal, it needs a team that can balance risk and reward across the organization.

By Erik Payne | Jan. 22, 2015

A look at the employee culture at Member One, where staffers work hard, play hard, and have a variety of activities in between.

By Rebecca Wessler | Jan. 20, 2015

The four credit unions featured this week on CreditUnions.com share their best practices for compensation, benefits, complaint resolution, and much more.

By Aaron Pugh | Jan. 19, 2015

ESL Federal Credit Union is living proof that you get back what you put in, but you don’t have to break the bank doing it.

By Rebecca Wessler | Dec. 29, 2014

What articles and blogs on CreditUnions.com resonated with readers this year? Check out our annual listings this week and see.

By Drew Grossman | Dec. 29, 2014

Seven ideas to change the way you approach your team in 2015.

By Callahan & Associates, Inc. | Dec. 22, 2014

Educators Credit Union discusses the Leadership Educators internal training program.

By Callahan & Associates, Inc. | Dec. 22, 2014

Educators Credit Union discusses the strategy and results behind a training program that creates an internal ladder to leadership.

By Aaron Pugh | Dec. 22, 2014

This year, let’s celebrate how we’re alike as well as how we’re different.

By Kimberly Woollard | Dec. 8, 2014

Grow Financial Federal Credit Union learned several lessons during the decade it spent refining its culture and achieving its current level of employee engagement.

By Drew Grossman | Nov. 17, 2014

Employee interviews, a town hall meeting, and merger buddies helped 1st MidAmerica build a template for future mergers.

By Drew Grossman | Nov. 14, 2014

A green building and great fitness perks make First Green Bank of Mount Dora, FL the best financial institution on 2014’s list.

By Drew Grossman | Oct. 15, 2014

Technology offerings like smart kiosks at Bellco Credit Union free up universal employees to build deeper member relationships, originate loans, and cross-sell products.

By Rebecca Wessler | Oct. 13, 2014

How the right mix of staffing, incentives, and process improvements at NavyArmy buoy this seaside institution’s bottom line.

By Drew Grossman | Oct. 13, 2014

No, we’re not going to tell you what’s hot this season in credit union fashion. Instead, here are four ways that credit unions are working their wardrobe issues in support of a larger cause.

By Leigh Anne Terry | Oct. 13, 2014

Our parents might have taught us not to judge others by their appearances, but an institution’s dress code has far-reaching effects on the institution’s success.

By Erik Payne | Oct. 9, 2014

How Mountain America uses a personality assessment to improve management-employee relationships.

By Erik Payne | Oct. 6, 2014

How Member One FCU ties in the humanities with its financial services strategy.

By Aaron Pugh | Oct. 6, 2014

How Educators created an open employee development program to identify hidden talent in its employee roster.

By Marc Rapport | Oct. 6, 2014

A new training program is improving member service and helping the Indiana credit union build universal employees.

By Callahan & Associates | Oct. 6, 2014

Callahan’s leadership team weighs in on what’s happening around the industry.

By Rebecca Wessler | Oct. 6, 2014

Class is in session as this week CreditUnions.com examines the staff development and management training practices of four credit unions.

By Marc Rapport | Sept. 22, 2014

After soliciting staff opinions, an Oregon credit union found multiple ways to improve service and processes. Changes ranged from providing healthy snacks to making policies and procedures more consistent.

By Sharon Simpson | Aug. 27, 2014

Why it is important to offer employees and members timely information in one accessible place.

By Erik Payne | Aug. 26, 2014

What are the biggest lies employers catch on the resumes of potential hires?

By Janet Lee | July 28, 2014

Investments in human capital and employee engagement help credit unions step apart from the pack.

By Drew Grossman | July 7, 2014

What’s the secret to rotating executives to different positions successfully? Weekly meetings, low turnover, and trust.

By Drew Grossman | July 7, 2014

Finding the right person for a new cooperative role or responsibility starts with building a case for the job.

By Drew Grossman | July 7, 2014

In response to an evolving industry, new job titles are appearing on credit union payrolls.

By Janet Lee | July 7, 2014

Industry data reveals increased staffing numbers as well as evidence of enhanced employee roles and responsibilities among the nation's credit unions.

By Leigh Anne Terry | June 25, 2014

Sometimes the best candidates for an open position are right in front of you.

By Sharon Simpson | June 23, 2014

Fostering communication across departments requires transparency, teamwork, and small groups of volunteers.

By Erik Payne | June 23, 2014

A rigorous nine-month program at America’s First trains employees to become top-performing branch managers.

By Leigh Anne Terry | June 23, 2014

At Suncoast Credit Union, concise competencies steer employees toward success.

By Aaron Pugh | June 23, 2014

Surrounded by companies with generous benefits, Redstone leveraged an on-site clinic to attract talent and cut medical costs.

By Janet Lee | June 23, 2014

A growing credit union workforce comes with a higher price tag for staff turnover.

By Catherine Siskos | June 23, 2014

Like any valuable resource, employees need nurturing for an organization to thrive.

By Sharon Simpson | June 16, 2014

The right employees ensure positive experiences while a preview of the technology produces enthusiastic member advocates.

By Sharon Simpson | June 2, 2014

Besides having strong tech skills, video tellers must be comfortable on camera and capable of making decisions.

By Drew Grossman | June 2, 2014

To find personable staff for a new campus branch, Listerhill asked applicants to submit videos that became a clever marketing tool.

By Drew Grossman | May 12, 2014

There are two stumbling blocks to attracting recent college grads — they lack certain skills and don’t yet realize they want to work at a credit union.

By Catherine Siskos | May 12, 2014

Through internships or class projects, young talent can help credit unions brainstorm new products and solutions.

By Drew Grossman | May 8, 2014

IT is a misunderstood department. That’s why it’s important to keep the communication flowing.

By Erik Payne | May 5, 2014

New roles are helping credit unions review regulations and disseminate information.

By Leigh Anne Terry | April 29, 2014

Sometimes a job posting will yield a bumper crop of candidates, and there’s only so much time to review all of those resumes. Here are a few visual plusses and minuses to help you quickly weed through applicants.

By Janet Lee | April 28, 2014

Two state leader tables show a link between employment and productivity trends.

By Rebecca Wessler | April 28, 2014

This week on CreditUnions.com, developing future leaders, promoting internally versus hiring externally, transitioning board members, and more.

By Erik Payne | April 9, 2014

The ANATOMY series is a quarterly, multi-feature profile that explores the strategies and analyzes the performance of an exemplary credit union.

By Sharon Simpson | March 17, 2014

How Community First Credit Union of Florida took advantage of opportunities in its external market as well as within its own four walls.

By Sharon Simpson | Feb. 17, 2014

Doug True, CEO of FORUM Credit Union, talks about the role of technology in the modern financial services landscape.

By Aaron Pugh | Feb. 10, 2014

Membership might be singing your praises, but without a supporting vision to funnel this activity, it’s little more than hot air.

By Erik Payne | Feb. 3, 2014

How Purdue Federal Credit Union re-engineered its credit card portfolio.

By Sharon Simpson | Feb. 1, 2014

BECU’s head of Internet talks strategy and skill set in a changing financial services environment.

By Scott Patterson | Feb. 1, 2014

As credit union services and solutions become increasingly tech-focused, you need the right people helping to make the best business decisions.

By Drew Grossman | Jan. 28, 2014

Barbara Winstead explains the responsibilities of the human resources and employee development department at Heritage Federal. She also talks about the changes she's seen during her time with the credit union.

By Aaron Pugh | Jan. 20, 2014

Whether you rely on a singular hire, a multifaceted department, or shared talent, the days of squeaking by without dedicated compliance resource are over.

By Drew Grossman | Jan. 13, 2014

A young entrepreneur brought the self-serve concept to TCBY, now nearly all of the company's stores that have opened since have adopted the model.

By Mary Beth Wilcher | Jan. 13, 2014

Erie FCU is upgrading its relationship-building efforts and empowering its leadership team members to make their own decisions.

By Sharon Simpson | Dec. 16, 2013

Stanford FCU’s virtual call center reduces absenteeism, expands hours, and retains talent.

By Sharon Simpson | Nov. 18, 2013

Bethpage FCU manages the member experience through direct feedback.

By Erik Payne | Oct. 24, 2013

Several studies highlight the benefits of Internet usage in the modern workplace.

By Erik Payne | Oct. 14, 2013

The Veridian Experience has guided the credit union for more than 30 years. It continues to guide the Iowa cooperative today.

By Rebecca Wessler | Oct. 8, 2013

The Texas-based juggernaut now serves three states and nearly a million members.

By Catherine Siskos | Oct. 7, 2013

Training front-line staff to think like underwriters and advocate on a member’s behalf can help credit unions catch missed lending opportunities.

Feature
A Gang Of Three

By Aaron Pugh | Oct. 7, 2013

When it comes to outbound calling, you don’t need an army to fuel amazing loan growth, just a few key players.

By Erik Payne | Oct. 3, 2013

How to handle a demographically changing workplace.

By Sharon Simpson | Sept. 30, 2013

Wright-Patt Credit Union’s new member advocate position will help the credit union identify how it can continually improve member service.

By Aaron Pugh | Sept. 30, 2013

How California’s First Financial turns inexperienced job seekers into the torchbearers of its brand for years to come.

By Erik Payne | Sept. 30, 2013

How Orange County’s Credit Union lives its promise to be “with you all the way.”

By Drew Grossman | Sept. 30, 2013

CitizensFirst collaborates across the organization to develop solutions and strategies for the future.

By Sharon Simpson | Sept. 2, 2013

A Georgia credit union encourages critical thinking to expose flaws in processes and procedures.

By Erik Payne | Sept. 2, 2013

What one credit union learned from a concentrated effort to improve productivity and efficiency.

By Drew Grossman | Aug. 12, 2013

Travis Credit Union’s volunteer training program develops ambassadors and primes members for leadership roles.

By Sharon Simpson | Aug. 12, 2013

A Minnesota credit union relies on its board’s diversity and desire for education to enhance its performance.

By Alix Patterson | July 3, 2013

How two credit unions are pitching in to help the next generation of workers succeed in today's dynamic marketplace.

By Catherine Siskos | July 1, 2013

Teaching employees about credit union finances is turning clock-punchers into business-thinkers at this Montana cooperative.

By Drew Grossman | July 1, 2013

Summit Credit Union’s updated employee training program addresses the broader needs of the institution.

By Alix Patterson | July 1, 2013

Give employees the knowledge they need to think and act like the business partners they are.

By | June 28, 2013

Learn how one credit union’s partnership efforts between marketing and training have resulted in a culture of whole life learning that benefits employees and members alike.

By Aaron Pugh | June 4, 2013

This credit union knows how to make the best of hard times and capitalize on good ones.

By Drew Grossman | April 29, 2013

Chief digital officers must focus their digital efforts to help the credit union achieve organic growth.

By Aaron Pugh | April 29, 2013

Innovation specialists help employees, departments, and the institution identify opportunity and reach new horizons.

Why tomorrow’s cooperative workers will need to know more, do more, and own more, and how we can help them get there.

By Yun Ma | April 15, 2013

With clearly designated roles, Premier America’s branch employees enjoy greater productivity and job satisfaction.

By Drew Grossman | March 20, 2013

Collaboration, local leadership, and a little autonomy help one credit union overcome cultural differences after a merger.

By Yun Ma | March 18, 2013

In PenFed’s unconventional leadership program, vice presidents take turns running nearly every department.

By Elizabeth Morash | March 11, 2013

Whatever the outcome, there’s a lesson here for credit union executives in taking a major risk to jump-start stagnant growth and productivity.

By Callahan & Associates | March 1, 2013

Learn how one credit union has made being the best place to work one of its strategic goals and discuss the benefits it has reaped as a result.

By Yun Ma | Feb. 25, 2013

By following up with a personalized phone call, Hanscom Federal Credit Union builds a more profitable relationship with members who join through remote channels.

By Drew Grossman | Feb. 25, 2013

Rating the quality of service helps one credit union ramp up the experiences of its newest members.

By Drew Grossman | Feb. 25, 2013

Versatile employees with critical-thinking skills wear many hats to streamline customer service at branches.

Staff has to believe the credit union’s products and service are the best around; then they can sell the members on the benefits of the credit union’s offerings.

By David Tate | Feb. 25, 2013

A culture change is a major undertaking and a CEO needs to be its champion.

By Rachel Risberg | Feb. 25, 2013

A successful sales culture needs to work for the long-term benefit of the member.

By Mike Silvers | Feb. 25, 2013

It takes commitment and planning, but a successful sales culture can have a major positive impact on credit union growth.

By Brooke C. Stoddard | Feb. 25, 2013

Clyburn FCU's CEO thinks introducing a sales culture is the way to shake up his credit union's strategy to spur growth; 4 credit unions leaders offer advice.

By Callahan & Associates | Feb. 1, 2013

Learn how Tropical Financial CU’s self-funded healthcare program differs from traditional health insurance plans and why the credit union elected to implement a self-funded plan nearly twenty years ago.

By Callahan & Associates | Feb. 1, 2013

Learn how Tropical Financial CU’s self-funded healthcare program differs from traditional health insurance plans and why the credit union elected to implement a self-funded plan nearly twenty years ago.

By Leigh Anne Terry | Jan. 25, 2013

While I love the new features and tools my new credit union offers, I’m going to miss the personal touch from my old friends.

By Aaron Pugh | Jan. 17, 2013

Whether you want to create a hit TV show or reorganize a credit union brand, much depends on finding the right cast for your starring roles.

By Mark Reed | Jan. 11, 2013

By Yun Ma | Jan. 11, 2013

When it comes to human productivity, it’s time for a new standard of measurement.

By Catherine Siskos | Jan. 10, 2013

Special perks go a long way toward keeping employees happy.

By Melissa Forsyth | Nov. 19, 2012

Monthly employee training at Members 1st ensures credit union representatives present a consistent brand standard at the many community events the credit union participates in.

By Melissa Forsyth | Nov. 2, 2012

Learn how Members 1st has transformed its own culture and why their systematic approach is now paying big dividends.

By Rebecca McClay | Oct. 29, 2012

Job fairs, management training programs, and loan relief benefit local employment rates.

By Aaron Pugh | Sept. 21, 2012

The financial system is ripe for enhanced cooperation between leagues, CUSOs, credit unions, and talented individuals.

By Callahan & Associates | Aug. 31, 2012

Competitive compensation is not just about the paycheck. Consider these cost-effective resources to show your staff support.

By Aaron Pugh | Aug. 6, 2012

Some credit unions outsource compliance expertise while others invest in their own staff to manage growing regulatory pressures.

By Callahan & Associates | Aug. 6, 2012

Mortgage lenders can brush up on the details of the Secure and Fair Enforcement for Mortgage Licensing Act.

By Aaron Pugh | July 30, 2012

Grow Financial invests in employee well-being with a smoke-free campus, monetary rewards, and a host of wellness resources.

By Bailey Reutzel | July 2, 2012

TruMark Financial Credit Union offers open communication, incentives, and career training to create a positive workplace.

By Melissa Forsyth | June 26, 2012

Veridian encourages diversity not only through its membership, but also through its choices of suppliers.

By Rebecca McClay | June 25, 2012

Employees well versed in financial lingo benefit the bottom line.

By NACHA | June 25, 2012

The industry moves fast, but its future leaders must move faster.

By Melissa Forsyth | June 19, 2012

Cedar Valley United Way president Sheila Baird says Veridian Credit Union’s services are invaluable to the nonprofit.

By Bailey Reutzel | June 18, 2012

The Maryland & DC Credit Union Association annual conference offered a platform for exchange of strategic ideas.

By Melissa Forsyth | June 14, 2012

Veridian Credit Union connects with the University of Northern Iowa’s college of business and it diversity initiatives.

By Melissa Forsyth | June 14, 2012

Veridian Credit Union connects with the University of Northern Iowa's college of business and its diversity initiatives.

By Bailey Reutzel | June 11, 2012

Credit unions shouldn’t say “Forget You” to new employees, but instead realize that they bring growth.

By Melissa Forsyth | June 7, 2012

Veridian Group, a subsidiary of Veridian Credit Union, aggressively investigates viable products.

By Melissa Forsyth | June 7, 2012

Veridian Group, a subsidiary of Veridian Credit Union, agressively investigates viable products.

By Rebecca McClay | June 7, 2012

Employees who leave within a year cite a poor relationship with their boss as the main reason, one survey found.

By Melissa Forsyth | June 6, 2012

Affinity Plus Federal Credit Union in Minnesota shares the employee innovation initiative program which started in 2011.

By Melissa Forsyth | June 6, 2012

Affinity Plus Federal Credit Union in Minnesota shares the employee innovation initiative program which started in 2011.

By Aaron Pugh | June 6, 2012

Consider these cost-effective HR resources to support staff who are trying to do more with less.

By Rebecca McClay | June 5, 2012

Smoothing over tension between employees will help improve productivity.

By Aaron Pugh | June 4, 2012

Three Ohio credit unions are using a proactive staffing strategy during their merger.

By Bailey Reutzel | June 4, 2012

Credit unions across New Jersey connect with the disabled community, providing them a new skill set while reaching out to an underbanked demographic.

By Support EXP | June 4, 2012

Human Resource leaders can have a dynamic impact in the financial services industry.

By Rebecca McClay | June 4, 2012

In an increasingly competitive hiring market, more credit unions are emphasizing incentivized pay.

By CU Solutions Group | June 4, 2012

Address these issues to drive enhanced employee development and performance.

By Rebecca Wessler | June 4, 2012

Spokane Teachers Credit Union supports its employees in myriad ways, and they in turn nurture member relationships.

By Melissa Forsyth | May 22, 2012

Veridian looks to the future with its leadership coaching programs for its employees.

By Bailey Reutzel | May 21, 2012

Educators Credit Union is now aiming to help members save $30 million in 2012 after exceeding its $20 million goal.

By Rebecca McClay | May 21, 2012

Interra Credit Union started active performance coaching and started streamlined decision making to reinvent its organizational structure.

By PSCU | May 7, 2012

Credit unions can improve this department’s member service expectations and help them achieve sales and revenue objectives.

By MemberShoppers.com | May 7, 2012

Use these best practices to create an unparalleled brand experience for members.

By Bailey Reutzel | May 7, 2012

Linn-Co Federal Credit Union invigorates its office space with a design to promote creativity and productivity.

By Melissa Forsyth | May 5, 2012

Veridian Credit Union cultivates a welcoming atmosphere known as the "Veridian Experience."

By Melissa Forsyth | May 2, 2012

Iowa’s Veridian Credit Union cultivates a welcoming atmosphere they call the "Veridian Experience."

By Aaron Pugh | May 2, 2012

Can more flexibility in management styles and employee responsibilities benefit credit unions?

By Rebecca McClay | April 30, 2012

As a new generation enters the workforce, credit unions may have to adjust their workplace culture toward a more engaging environment.

By Mark Reed | April 30, 2012

Credit union employees are handling more members and accounts than ever before.

By Rebecca McClay | April 30, 2012

We live in a culture that values extroverts, but the quieter staff members add value with secret strengths.

By Aaron Pugh | April 23, 2012

State Department FCU’s in-house legal counsel drives a double-digit increase in recoveries and shortens collection turnaround time.

By Callahan & Associates | April 18, 2012

GUASFCU focuses on products and services for students through the cyclical changes of the school year.

By Aaron Pugh | April 16, 2012

A Southwestern credit union’s long-term wellness program revitalizes employees and contributes dollars to the balance sheet.

By Rebecca Wessler | April 5, 2012

Retailers are reducing their labor forces but that doesn’t mean credit unions should follow suit.

By Rebecca McClay | March 22, 2012

Georgetown University’s credit union ensures it meets student needs, including by accommodating students’ hectic schedules.

By Rebecca McClay | March 22, 2012

Georgetown University’s credit union ensures it meets student needs, including by accommodating students’ hectic schedules.

By Rebecca McClay | March 12, 2012

Georgetown University’s student-run credit union is cognizant of the duration of its investments and has developed strong cash positions.

By Rebecca McClay | March 12, 2012

Georgetown University’s student-run credit union is cognizant of the duration of its investments and has developed strong cash positions.

By Brooke C. Stoddard | Feb. 27, 2012

SACU’s former CEO built relationships with its leaders that last long after they move on.

By Rebecca McClay | Feb. 27, 2012

Offer many ways for your members to securely communicate their problems to you following a natural disaster.

By Rebecca Wessler | Feb. 22, 2012

Look to Veridian for a standout example of leadership and engagement.

Feature
Let Freedom Run

By Callahan & Associates | Feb. 20, 2012

Defense-related cooperatives are a key ally in Credit Union Miracle Day Freedom Runs.

By creditunions.com Media Staff | Jan. 24, 2012

Georgetown University's student-run credit union has honed its staff selection process for decades to manage built-in employee turnover.

By Rebecca McClay | Jan. 23, 2012

Nearly one-third of this Seattle-based credit union’s contact center and staff works remotely.

By Rebecca McClay | Jan. 16, 2012

A rigorous knowledge-based performance training program has yielded a stronger and more independent frontline staff at Justice Federal Credit Union.

By Brooke C. Stoddard | Jan. 1, 2012

Planning ahead both retains talent and eases the transition when a talented manager leaves.

By Brooke C. Stoddard | Jan. 1, 2012

Networking and experience outside the credit union develops respected leaders.

By Brooke C. Stoddard | Jan. 1, 2012

To build a strong credit union management team, leaders must embrace the cooperative spirit.

By Brooke C. Stoddard | Jan. 1, 2012

A strong leader provides the tools that enable subordinates to grow and accomplish individual as well as institutional goals.

By Brooke C. Stoddard | Jan. 1, 2012

A team approach to leadership development works on and off the football field.

By Rebecca McClay | Dec. 19, 2011

Georgetown University's student-run credit union has honed its staff selection process for decades to manage built-in employee turnover.

By Aaron Pugh | Dec. 5, 2011

After gaining 11 branches and numerous financial relationships from a local bank, Royal Credit Union hit the ground running.

By Rebecca Wessler | Nov. 7, 2011

John Janclaes, CEO of Partners Federal Credit Union, shares the leadership development secrets of the billion-dollar credit union’s success.

By Aaron Pugh | Nov. 7, 2011

A new take on innovation puts employees in control of everything from fixing glitches to building branches.

By Elizabeth Morash | Oct. 24, 2011

El Paso Employees Federal Credit Union found that investing in a new staff position to strengthen your social media outreach has several advantages.

By | Oct. 3, 2011

An Iowa credit union is using data and the right attitude to generate solid member relationships.

By Callahan & Associates | Oct. 1, 2011

Tips to improve the Board, the staff, and yourself.

By Aaron Pugh | Oct. 1, 2011

Employees are the heart of the cooperative, and United FCU keeps its troops emgaged by offering the right technology, training, and culture.

By Callahan & Associates | Oct. 1, 2011

CEOs have plenty of challenges, but they also have the ability to make a mark in the credit union and the community.

By Callahan & Associates | Oct. 1, 2011

What credit unions can learn from the Apple retail experience.

By Aaron Pugh | Oct. 1, 2011

Front-line representatives aren't just the first point-of-contact for members; they also play a key role in creating efficiencies.

By Aaron Pugh | Oct. 1, 2011

Credit unions need the right attitude as well as the right technology to connect the concept of remote staffing with call center success.

By Aaron Pugh | Sept. 26, 2011

To gain more efficient operations from branch employees, you’ve got to give.

By Aaron Pugh | Sept. 23, 2011

Dynamic employee culture at GTE Federal positively impacts staff, members, and the Tampa community.

By Rebecca McClay | Sept. 14, 2011

Students, community, and innovation work hand in hand for this standout credit union.

By | Sept. 12, 2011

It takes more than talent to restructure your employee environment from the ground up. It takes the right attitude and a shared mentality of success.

By Aaron Pugh | Aug. 25, 2011

From the backroom to the branch floor, caffeinated beverages may affect your operation more than you know.

Partner Perspective
The Magic of Video Banking

By NCR (uGenius Technology) | Aug. 1, 2011

Video banking creates a convenient and profitable branch network.

By Sageworks, Inc | June 20, 2011

Estimation of the Allowance for Loan and Lease Losses has been a part of credit union accounting processes for years, but it has become more important recently.

By Thomas Cullen | June 20, 2011

Whether casting a wide net or focusing on specialization, CUSOs use a variety of tactics to meet their staffing needs.

By Aaron Pugh | May 17, 2011

Idealism might be Gen Y's best feature, but how do those standards impact employment choices? 

By Callahan & Associates | May 5, 2011

10 credit union leaders in revenue per employee.

Feature
Less is More

By Callahan & Associates | May 5, 2011

Institutional efficiency helped carry credit unions from recession through recovery.

By Brianne Aiken | April 27, 2011

Cutting access to social media might actually reduce employee productivity.

By Alix Patterson | April 4, 2011

A new standard for member relationships is waiting.

By Rebecca Wessler | March 28, 2011

Six tips to generate a strong auto portfolio regardless of economic climate.

By Rebecca Wessler | March 28, 2011

Six tips to generate a strong auto portfolio regardless of economic climate.

By Rebecca Wessler | March 21, 2011

In-house gym facilities and partnerships bolster Security Service’s health initiative.

By Rebecca Wessler | March 7, 2011

When disaster strikes, a strong communications plan ensures business continues and member service is not disrupted.

By Rebecca Wessler | Feb. 14, 2011

VP for asset recovery, Nancy O'Malley, talks about repossesing collateral and keeping spirits up.

By Aaron Pugh | Feb. 3, 2011

Want to make a bigger impact on the communities you serve? Look – and listen – to your employees.

By Aaron Pugh | Feb. 3, 2011

Ten leaders in annualized salary and benefits per full-time employee.

By Callahan & Associates | Feb. 3, 2011

Higher revenue per employee complements efficiency measures, sustains solid service levels, and protects the security of the institution.

By Callahan & Associates | Jan. 31, 2011

Call center metrics help a credit union assess the overall performance of the call center and its agents.

By Rebecca Wessler | Jan. 1, 2011

The old adage, "You can't be in two places at once" doesn't ring true for credit unions. Whether they are serving members with differing religious, occupational, or social affiliations or serving a membership that spans neighborhoods, cities, or states, credit unions are often required to be in two places at once.

By Brooke C. Stoddard | Jan. 1, 2011

Demanding times have increased the need for information and training.

By Brooke C. Stoddard | Jan. 1, 2011

A corporate has a different set of issues, but good communication makes a foundation for a trust.

By Callahan & Associates | Jan. 1, 2011

Many credit unions can increase their service, expand hours, build revenue, and reduce operating costs through an often overlooked and under managed area of the front line -- the contact center.

By Callahan & Associates | Jan. 1, 2011

Call center metrics help a credit union assess the overall performance of the call center and its agents.

By Rebecca Wessler | Dec. 15, 2010

Security Service Federal Credit Union is very good at entering and managing multiple markets. Learn more in this multi-feature series.

By | Nov. 18, 2010

Brad Roteman shares three techniques for creating a successful sales culture.

By Thomas Cullen | Nov. 12, 2010

The newly minted CEO of the California and Nevada Credit Union Leagues values forward thinking and results.

By | Nov. 9, 2010

Brad Roteman describes the qualites of a good leader and employee.

By Rebecca Wessler | Oct. 21, 2010

Superior experiences don’t start when members walk through the door; they start when employees commit to WOW service.

By | Oct. 20, 2010

Brad Roteman offers insight on the sucess of Healthcare Systems Federal Credit Union's sales culture.

By | Oct. 7, 2010

Brad Roteman offers insight on how to succeed in spite of challenges.

By Rebecca Wessler | Oct. 5, 2010

A superior member experience doesn’t start when a member walks through the door, it starts when an employee makes a commitment to WOW service.

By Rebecca Wessler | Oct. 1, 2010

Creating a favorable member experience doesn't start when a member walks through the door, it starts when an employee makes a commitment to WOW service.

By Callahan & Associates | Oct. 1, 2010

Focus on five areas to maximize efficiency and minimize expenditures.

By Alix Patterson | Sept. 27, 2010

A look at the credit unions that have originated more than $1.5 million in originations per employee during the first six months of 2010.

By Thomas Cullen | Sept. 10, 2010

Tight economic circumstances make businesses cautious, but one company is turning mistakes into teaching moments.

By Aaron Pugh | Aug. 31, 2010

Credit unions are navigating some of the most ambitious purchase and acquisitions in industry history, but how might merging customers and employees from the banking world into your not-for-profit institution play out?

By Thomas Cullen | Aug. 25, 2010

Team dynamics affect credit union performance and member experience. Here are two perspectives to help managers foster productive environments.

By Rebecca Wessler | Aug. 6, 2010

Wright-Patt Credit Union's on-site financial counselor offers education and advice and gives a friendly face to finance.

By Aaron Pugh | July 1, 2010

Service organizations undercut the dangers involved with innovation, create widespread industry advancement, and utilize credit union strengths to take regional co-operation to the next level. With leader tables: Top 50 Credit Unions by Combined Dollars Invested in/or Loaned to CUSOs, Top 33 Credit Unions by Number of CUSO Participations

By Rebecca Wessler | June 21, 2010

With more than 220 branches across the state of North Carolina, State Employees’ Credit Union has a workforce that tops 4,000 employees. The selection and training of employees is essential to SECU’s one-on-one approach with members.

By Rebecca Wessler | June 21, 2010

With more than 220 branches across the state of North Carolina, State Employees’ Credit Union has a workforce that tops 4,000 employees. The selection and training of employees is essential to SECU’s one-on-one approach with members.

By Lydia Cole | April 16, 2010

70% of call center operating costs are accounted for by HR. Beyond salaries, attrition costs, including recruitment and training, can have a large affect on the bottom line.

By Rebecca Wessler | April 12, 2010

Innovative outreach methods welcome SEGs and generate excitement about the institution’s financial brand.

By Lydia Cole | April 12, 2010

Stanford Federal Credit Union allows its contact center employees to work from home.

By Aaron Pugh | April 5, 2010

Volunteer efforts by the members, for the members, maximize a credit union’s resources.

By Chris Tissue | April 1, 2010

This edition is brought to you straight from the corporate communities that use this holiday to have a little fun and show some personality. And from the letters C and U.

By Lydia Cole | March 30, 2010

How do you calculate the cost of call center agent attrition?

Feature
Make the Call

By Rebecca Wessler | March 15, 2010

A five-point test to determine compatibility in call center partnerships.

Compensation increases among credit union executives reflect changes in the economy.

By Lydia Cole | Feb. 22, 2010

Address the reasons agents leave and decrease costly attrition.

By Kathleen Peterson | Feb. 15, 2010

Effectively managing a call center requires you to identify necessary competencies during the hiring process, as well as the guts to know when someone has to go.

By Chris Tissue | Feb. 8, 2010

The sheer ability of these social media phenomenon to make their way into mainstream media coverage is enough for many credit union execs to swear off social media campaigns forever.

By Callahan & Associates | Feb. 1, 2010

Diana Dykstra talks about the importance of engaging early and engaging often when pulling the ear of lawmakers.

By Pete Snyder | Jan. 25, 2010

When a Financial Consultant moves to another broker-dealer, the best member investment accounts tend to move with the FC.

The underserved may be right under your nose—discover how enhancing your employee’s financial knowledge may be a boon to your credit union.

By Callahan & Associates | Jan. 1, 2010

Improving employee self-confidence and engagement with leadership strategies in today's tough economic times has a positive impact on revenue and profit.

By Callahan & Associates | Jan. 1, 2010

"If our employees understand what we do and why we do it and where we are in the success or failure of that mission we are always better. CUAnalyzer just opens the door to these mystery numbers and these ratios and all the things that we talk about and makes them easy to understand. It's really a great tool to get the employees to udnerstand out business." --Diane Dykstra, CEO, San Francisco Fire Credit Union

By Callahan & Associates | Jan. 1, 2010

Many organizations view employee training and development as optional, not essential, but CEO Linda Allen of Arsenal Credit Union, explains why its commitment to staff education is valuable in today's economy.

By Rebecca Wessler | Jan. 1, 2010

How Addison Avenue used outbound calling to increase sales and strengthen member commitment.

By Alix Patterson | Dec. 30, 2009

Individual directors who oversaw the largest failures in history continue to skate from board to board and earn tidy sums.

By Lydia Cole | Dec. 10, 2009

Over the last year, 25.2 percent of credit unions expanded their employment rosters while 27.9 percent reduced their workforce by at least one.

By Nick Connors | Nov. 9, 2009

Although the credit union was able to remarket its vehicles, CommunityAmerica recognized the need for a more effective vehicle remarking program as the number of repossessions increased. As a result, they hired a dedicated repossession and loss specialist.

By Callahan & Associates | Oct. 1, 2009

Vermont State Employees Credit Union ($440M, Montpelier, VT) is always looking to protect their members from various forms of fraud, without inconveniencing them.

By Callahan & Associates | Oct. 1, 2009

Collections pratices are not a topic that credit unions typically get excited to talk about, but collections strategies are necessary especially in the recent economic downturn.

By Callahan & Associates | Oct. 1, 2009

One of the major issues impacting credit unions is the increased prevalence of fraud within expanding card portfolios.

By Callahan & Associates | Oct. 1, 2009

Since the beginnings of shared branching in the late 1980s, the concept has evolved into shared access. CUSOs around the industry provide local, regional, and national resources for credit unions and their members.

By Callahan & Associates | Oct. 1, 2009

The February 2009 release of the University of Michigan's American Customer Satisfaction Index shows credit unions among the national leaders in customer service. Credit unions collectively scored an 84 out of 100 on the survery, whereas banks scored a 75.

By Callahan & Associates | Oct. 1, 2009

Starting with data, credit unions can evaluate their current marketplace and delivery network to determine what is best for credit union growth and member needs.

By Callahan & Associates | Oct. 1, 2009

To handle call volume and provide the best service, Northwest Federal Credit Union has a strong call center structuce and incentive program in place for employees.

By Callahan & Associates | Oct. 1, 2009

With a suggestion from their Board of Directors to focus on efficiency, sales, and service, executives at Wings Financial Federal Credit Union sat down to discuss the best way to improve the performance of their contact center.

By Callahan & Associates | Oct. 1, 2009

Is the thought of selecting a new system and a new vendor for your Conact Center causing sleepless nights?

By Sharon Tzuang | Sept. 30, 2009

Proper training programs are essential to maximizing employee retention and performance in addition to increasing total credit union productivity.

By Sharon Tzuang | Sept. 30, 2009

Proper training programs are essential to maximizing employee retention and performance in addition to increasing total credit union productivity.

By Alix Patterson | Sept. 23, 2009

As the second wave of the Swine Flu makes its way across North America this Fall, how is your credit union preparing your employees and your members?

By Intranet Connections | Aug. 24, 2009

Communication is critical in your credit union to ensure your message is uniform across all employee levels. But what is the most effective channel to communicate with your employees?

It takes more than excellent products for credit unions to grow. Employee education and confidence also play major roles in their success.

By Callahan & Associates | Aug. 3, 2009

TDECU relies on internal culture to deliver superior service to members.

By Teri Hoffman | Aug. 3, 2009

Credit unions find ways to help employees save money on gas.

By Leigh Anne Terry | Aug. 3, 2009

Gnawing worries among consumers in a difficult season: Will my employer still be able to afford to offer health insurance for me? For my family? What kind of options and alternative coverage are out there? What can I do in a situation that feels beyond my grasp?

By Callahan & Associates | July 1, 2009

A wide gap often exists between executive management's strategic expectations and what is actually delivered moment-by-moment in branches and through remote servicing channels. And such gaps in expectation and front-line execution only lead in one direction, down hill to a negative impact on the bottom line.

By Brooke C. Stoddard | July 1, 2009

Listerhill Credit Union does not miss a beat in getting back to serving members after NCUA's decision.

By Lydia Cole | June 8, 2009

Developing your credit union’s approach to sales management and coaching can improve cross-sell ratios, product penetration and overall growth.

By Nick Connors | May 7, 2009

Increasing operating efficiencies is becoming a major focus for a number of credit unions in the current environment. Can freeing up resources, operating more efficiently, and changing your credit union’s culture have the desired impact on the balance sheet?

By CUES Directors Educational Forum | April 20, 2009

Attracting a top executive is an investment in your credit union’s future that doesn’t happen overnight. The question is: How do you find them?

By Leigh Anne Terry | April 13, 2009

Credit union employees work hard, and incentive programs allow credit unions to remain competitive with other financial institutions. However, these programs need to be properly directed.

By Market and Sales Logic | Feb. 16, 2009

Using every day, ordinary communications in a new way can give your credit union the opportunity to tell your story of strength in a time of uncertain financial services.

By Ryan Sherwin | Feb. 16, 2009

2008 was a year of many lasting images, many negative as the economy spiraled into a downturn. With these dire times come situations where communication is critical. There are now credit union owned solutions that can help you with your quest to communicate when times are at their worst.

By Ray Springsteen | Jan. 19, 2009

Many credit unions believe that the teller is the face of the organization for members. But, where do your best tellers come from? A local retailer? Other banks? The high school in town?

Partner Perspective
Stressed? Be a calming influence.

By fiVISION | Dec. 8, 2008

Talk about stress. The holidays can be a stressful time of year … even in a normal year! With collections activity up, members panicked, staff working hard to meet growth goals for the end of the year, help your credit union become a calming influence in this stressful time.

By Lydia Cole | Dec. 1, 2008

What can your collections department do to increase collections while strengthening member relationships?

By Leigh Anne Terry | Oct. 13, 2008

Are you spending too much time looking for your organizations’ leader instead of helping a current employee achieve that goal?

By Lydia Cole | Oct. 1, 2008

Service Credit Union, which has two call centers, focused their training and ongoing maintenance on call center performance, member relationships, and operational efficiency.

By Brooke C. Stoddard | Oct. 1, 2008

Texas Dow Employees recreated a culture of interior service the better to then deliver superior service to members, and with exceptionally high results.

By Callahan & Associates | Sept. 22, 2008

Common barriers and common sense solutions to help credit unions get ahead of the competition and get past those barriers to achieve the results they want.

By Dane Coalson | Sept. 22, 2008

With their region devastated and all of their branches rendered inoperable, Navigator found a way to triumph over the destruction wrought by Hurricane Katrina.