University Federal Credit Union ($1.4B, Austin, TX) deals with things not every credit union faces. According to senior vice president of operations, Steve Kubala, the credit union has economic responsibilities for Longhorn athletics. The credit union has a significant sponsorship presence at many of the University of Texas’ sports arenas. It also has a wide network of ATMs across campus. Unfortunately, the recession has made providing this support more difficult.
To maintain superior service to its nearly 200,000 members, the credit union keeps staffing as leans as possible. When an employee leaves, the credit union examines whether someone else can pick up the open duties. Coupled with this strict examination, the credit union’s Board also tracks University’s performance via metrics such as ROA and employee satisfaction.
Overall, the credit union is focusing on staying big and powerful as well as flexible and lean.
Watch the video below to hear Kubala’s take on efficiency at UFCU. For more efficiency best practices, watch the full event Efficiency: Maintaining Member Service Levels While Lowering Expenses.