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Nusenda Credit Union works with community partners to identify and support borrowers shut out of traditional lending.
June 21, 2021
Truliant FCU completed an end-to-end electronic mortgage closing in March 2020 and became the first credit union to transfer an eNote to the FHLB in Atlanta in 2021. Other credit unions can follow suit.
STCU’s financial relief team pulls risk mitigation and member financial wellbeing under the same umbrella with employees who are simultaneously loan underwriters and financial counselors.
Seattle-based Verity Credit Union is financing limited equity housing on the city’s south side in the hopes the model could serve as the future of affordable housing.
Texas Trust Credit Union puts a creative twist on a standing sponsorship by hosting a video game competition.
June 14, 2021
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Jonathan Dubuc focuses on “getting the right things done right” at Gulf Winds Credit Union.
The upstate New York cooperative sets clear expectations and follows up with remote employees to ensure success in its WFH arrangement.
Lifestyle changes intensified by the pandemic have made recreational vehicles hot sellers, and Alliant Credit Union is flying high off its RV portfolio.
Collections strategies should consider the outsourcing of early stage delinquency to experience the cost savings and compliant expertise as the delinquency rate remains uncertain.
June 07, 2021
Nearly two-thirds of the credit union’s loans have four wheels. What are the keys to success for this mid-size Michigan cooperative?
Residual-based financing can help close the growing affordability gap as market demand soars for both used and new vehicles.
How pairing up with an online used car retailer has helped Digital Federal Credit Union serve members during social distancing, play to partner popularity, and update an old sales model.
Iowa’s largest credit union has spent nearly two decades becoming the state’s go-to lender. How did it get here? And what comes next?
May 31, 2021
With the right technology, credit unions can quickly design and go to market with the digital presence they need to retain and add members.
The opportunity and competitive challenge has never been greater, and now is the time to take the digital initiative.
The home-grown talent acquisition department at Suncoast Credit Union relies on analytics and communication to keep the ranks full.
A new staff development program at Leaders Credit Union offers a diverse curriculum taught by internal and external experts.
An in-house training program coaches member-facing staff on how to dig deeper during everyday interactions.
May 24, 2021
How to ensure consistency across all service channels and end-user satisfaction.
Kenia Calderon Ceron is forging a deeper relationship between Iowa’s biggest financial cooperative and the state’s growing Latino population.
Affinity FCU’s outbound calling team seeks out suffering members to help solve their financial problems.
Savvy use of digital tools can expand core capabilities and make your credit union the go-to partner for the member experience and loyalty journey.
May 17, 2021
Credit unions can offer what businesses need without the extensive resources that go into internally developing and offering merchant services.
The CEO of Leominster Credit Union talks about her first six months on the job and how her background in HR influences her management style.
Senior branch managers from five credit unions share how COVID-19 challenges yielded opportunities to deepen member connections and broaden staff skills through cross-training.
A 12-person group at Teachers Credit Union focuses on action and deliverables in its efforts to promote DEI at the Indiana cooperative.
Patelco Credit Union’s small-dollar loan doubles down on financial wellness principles by helping members with low or no credit improve their financial station.
May 10, 2021
Technology can help level the playing field for lenders seeking to serve this promising market.
Cindy Jones spearheads First Financial’s efforts to improve financial health and literacy among Baltimore-area schools.
Service trumps rates at Ascend FCU, where an integrated approach aims to maximize engagement and loyalty.
Profitability in an increasingly competitive financial services marketplace, it’s more important than ever.
May 03, 2021
Credit unions exploring integrating a Virtual Assistant into their customer service mix should consider short- and long-term goals before deciding on functionality.
An internal group tasked with reducing expenses and maximizing efficiency at TruWest Credit Union finds bright ideas in employee suggestions.
User experience research helps specialists define and refine the BECU member experience.
How — and why — to digitally keep pace with the rapidly changing needs of members.
Encompassing technology takes digital banking beyond the transactional into the virtual branch realm.
A reworked strategic plan and employee resource committees have helped Verity Credit Union fast-track efforts to improve diversity, equity, and inclusion.
April 27, 2021
Diane Sandoval-Griego coordinates diverse efforts to improve financial wellbeing for a multicultural membership.
April 26, 2021
The Pennsylvania cooperative dishes on the best practices it has discovered for adding employee groups that also make the CU its PFI.
Greylock FCU connects with staff members to address work/life balance and member service.
Clearwater FCU adopted a values-based banking approach in 2017 and has made significant strides in building a resilient, transparent, and socially and environmentally aware cooperative.
April 19, 2021
Leaders from cooperatives rural and urban talk about how they are handling staffing strategy during the pandemic.
A marketing road map guides product promotion, development, and execution at the New York cooperative.
Credit unions share insights about programs and strategies aimed at helping marginalized members and communities.
Bill Bynum, CEO of Hope Credit Union, makes the case for focusing on America’s poorest communities every day — not just during a crisis.
April 12, 2021
Ann McMillian leads the charge to improve member and enterprise financial wellness at IH Mississippi Valley Credit Union.
The right loyalty program is a linchpin to keeping those new consumers who came aboard as digital shoppers during the pandemic.
April 05, 2021
Meeting consumer expectations can be achieved in partnership with a technology partner in tune with these times.
Here’s how omni-channel tools can boost member services with a consistent UX and streamlined, consolidated infrastructure.
Now’s the time to make sure all payments channels work together as a “new normal” emerges.
The pandemic has changed the way Americans use cards. That behavior might never be the same.
In January 2021, 177 credit unions participated in a Compensation Survey that covered key areas like compensation, bonuses and incentives, minimum wage, retirement, and benefits offered at various levels across the organization.
The ANATOMY series is a quarterly, multi-feature profile that explores the strategies and analyzes the performance of an exemplary credit union.
April 01, 2021
The only comprehensive guide to improving credit union performance.
Community First Credit Union Of Florida switched to an appointment-only model in 2020. Now, it has insights on how to make the brick-and-mortar experience better for all.
March 29, 2021
The many facets of a tech upgrade can make the process overwhelming. Bridgeforce’s nine-step guide ensures a best-fit solution is chosen.
Marc Ernest oversees a holistic approach to building business relationships at Franklin Mint Federal Credit Union.
Philadelphia FCU offers cash prizes and counseling sessions for winners of a campaign targeted to reach recipients of social services.
The California cooperative introduces an entirely new in-branch role as part of its organizational shift to promote wellbeing.
March 23, 2021
The Tennessee cooperative says PPP lending helped borrowers and the credit union alike — but at the cost of strategic initiatives.
March 22, 2021
One credit union’s process improvement team tackles inefficiencies and problems. Up now? The future of the branch.
The cooperative attracted new members and is now delivering competitive business services with a credit union touch.
March 15, 2021
Elizabeth Marshall goes beyond copywriting to combine the written word with a tone that’s personal, professional, and SEO-friendly.
Six credit unions talk about their strategies to offer members an annual payback while still ensuring adequate coverage in loan loss accounts.
March 08, 2021
After four years of dreaming, planning, and acting, Growing Oaks FCU opened its doors for business in December 2020.
Make sure your credit union is top-of-app and top-of-wallet in order to increase payments revenue and maximize deposits.
The coronavirus vaccine should soon be available to the general population. The federal government is not mandating vaccination; some state or local jurisdictions might. What will credit unions do?
March 01, 2021
Taking better care of employees and increasing engagement after a difficult 2020 is on the minds of many credit union professionals. Four leaders share how they are building productive, happy teams.
HR leaders at cooperatives big and small share how they welcome new hires, from breaking bread to explaining the credit union difference.
A new director at United FCU brings a transparent, holistic approach to benefits and compensation to the Michigan cooperative.
In January 2021, Callahan & Associates surveyed credit union leaders around the country about their approaches to member relief throughout the COVID-19 pandemic. The results were varied and insightful. Read the full report.
The user-friendly digital tools presented by this year’s solutions provide inventive ways for credit unions to offer a smart, interactive member experience.
February 22, 2021
Unique times call for innovative, responsive, unique lending solutions for college students and their families.
Auto lending continues to dominate in penetration and market share; loan quality also improves.
A new analytics strategy has fixed misconceptions about members and fuels targeted product creation and marketing.
An English major uses business analytics to help develop strategy at CEFCU.
This year’s solutions allow credit unions to lend to more members with less risk and more efficiency.
February 16, 2021
The coronavirus forced Abound FCU to push back a new branch opening and rethink its approach to meeting members and building community connections.
February 15, 2021
The CEO of Affinity Plus FCU talks about mission, good begetting good, and leaping forward in the next year.
The CEO of Great Lakes Credit Union offers lessons on pandemic response, silver linings, and the foundation of credit union success.
This year’s solutions allow credit unions to integrate functionalities and compete with big banks and fintechs alike.
The CEO of SF Fire Credit Union talks about seamless experiences, digital optimization, and operational agility in today’s environment.
2020 was a complicated year. But it offered plenty of lessons for leaders and has set the stage for an important 2021.
Public Service Credit Union surveyed members, bought gifts, and made donations to take care of the community it loves.
February 10, 2021
Ensure your credit card partner provides the best technology and people to protect your credit union and your members.
February 09, 2021
The mid-Michigan credit union is refining hiring practices and tapping employees to help build a workplace where people feel included and heard.
February 08, 2021
When the pandemic hit, San Mateo Credit Union moved quickly to stand up a non-profit fund and move much-needed assistance into the communities it serves.
Five lending leaders offer new insights about old values as they put new strategies into place to protect their cooperative and members.
February 01, 2021
Low interest rates have ignited interest in refinances. At Star One, mortgage modifications build member loyalty.
How to position your credit union’s auto loan strategy for success in 2021.
Drive loan growth and other critical engagement activities with technology that captures and enhances the complete member journey.
Backed by a changing FOM and new BOD, One Detroit Credit Union targets programs to bring hope to Detroit’s abandoned neighborhoods.
January 25, 2021
The leader of Element FCU reflects on the CEO journey in these times of COVID-19.
Chad Knott helps Credit Union ONE keep up with the market by tracking trends and promoting innovation across the enterprise.
“Mini-CFOs” embedded across United FCU provide guidance to department leaders while gaining additional expertise of their own.
January 18, 2021
Dallas-based Advancial has moved its entire back-office team to remote work. Its office space and personnel structure might never be the same, but the credit union is focused on ensuring its culture.
The Vermont cooperative relies on a little-known state statute to make direct investments in cooperatives to bolster local economies and create a better world.
In this persisting pandemic, credit unions are taking a long view of member support. A poll by Gallup identifies anticipated member needs directly from the source.
January 15, 2021
In a world of self-serving member experience metrics, supporting a member’s financial wellbeing is all about them, which is truly the pinnacle of member service.
January 13, 2021
Why PSCU has committed to employee and member financial wellness and how the movement can do the same.
January 11, 2021
Timely strategies for increasing your lending opportunities (while delivering exceptional member service) during and after the pandemic.
Jeff Sobieralski educates and engages members at the Indiana financial cooperative.
Now more than ever, members need you, and integrated technology is central to ensuring you deliver.
January 04, 2021
Partners FCU serves the employees of The Walt Disney Company. But making its members financial dreams come true is no fairy tale in a moment of deep economic uncertainty.
Credit unions proved in 2020 that they are at their best when times are tough.
Ernie Hanington kicked off his new role by choosing a new core platform. Now, he focuses on making the most of it across the enterprise.
A handful of employees have worked across the Michigan cooperative to identify nearly 250 ways to improve efficiencies, member service, the employee experience, and more.
The ANATOMY series is a quarterly, multi-feature profile that explores the strategies and analyzes the performance of an exemplary credit union.
January 01, 2021
Credit union chief executives share takeaways from 2020 and talk about how they’ll turn challenge into opportunity in the year ahead.
December 28, 2020
Credit union chief executives share key takeaways from 2020 and talk about how they’ll turn challenge into opportunity in the year ahead.
December 21, 2020
Looking for new solutions? Check out these featured credit union suppliers.
December 16, 2020
Be an Expert! With the right analytics tools, you can lead the growth of your debit and credit card business.
December 14, 2020
When the pandemic grounded travel, the Oklahoma credit union had to change its week-long, on-site onboarding program. Here’s how it broke beyond video conferencing.
Georgia’s Own addresses emotional exhaustion among call center staff members now working at home.
Subtle shifts in market share highlight the specialization of the core provider marketplace – there is a core provider tailored to any type of credit union business model.
December 10, 2020
Several new rules are coming in the year ahead, particularly in the area of authorization requirements.
December 07, 2020
The South Carolina cooperative shares how it coped with the coronavirus crisis while scuttling a 30-year-old, in-house core in favor of a new, outsourced platform.
Working from home adds to the importance of securing the data pipeline. Leaders must now consider what data to keep, what data to destroy, and when to destroy it.
Identifying true costs and terms takes a team effort on the way to making the best decision.
Communication through digital channels proves key to ensuring a successful swap from one core to another.
Data and insight from Callahan & Associates and industry suppliers.
December 04, 2020
A robust, yearlong training program at Bethpage FCU sets managers on a path to leadership at New York’s largest credit union.
November 30, 2020
Frequent testing and associate accountability help Orange County’s Credit Union spot would-be fraudsters before they attack.
Debi Knoblock brings together financial literacy, school and community outreach, and business development at Texas Trust.
Honda FCU and Partners share experiences from their first online annual meetings.
Offering appointments was no new perk at Northwest Community Credit Union, but a new tool developed internally in response to new lobby operations took member service to a whole new level.
November 23, 2020
DuPage Credit Union has offered online appointment scheduling for nearly 18 months, but the arrival of the novel coronavirus earlier this spring pushed the cooperative to rethink the necessity of face-to-face engagements.
When the novel coronavirus forced the lobby closure of Discovery FCU’s lone branch, the Pennsylvania credit union fought back with the rapid deployment of an appointment scheduling and lobby management system.
Ent, Genisys, and Corning credit unions have each taken different approaches to offer much-needed support to area establishments.
Credit union leaders talk about the day-to-day operation of their systems; the past, present, and future benefits of appointment scheduling; and more.
Columbus United FCU joins forces with a national nonprofit to champion housing availability in rural Nebraska.
November 16, 2020
A Louisiana credit union brings technical education within reach by removing two major barriers to attaining it.
Convenience and innovation are the combination that makes RDC a must-have for today’s credit union and their members.
Iterative changes drive digital growth at Truliant and Canvas credit unions.
Effective management of credit card debt can increase both the cooperative’s business and the member’s financial stability.
Pay it with Payigy.
Five industry leaders share how they keep innovation at the forefront in a challenging, changing environment.
November 09, 2020
In time for Veteran’s Day, the nation’s largest credit union offers lessons learned during its decades of success building long-term member relationships.
Virtual sessions heavy on professional support as well as entertainment helps to build authentic relationships at five credit unions across the United States.
DCU has moved the in-person job fair online, making way for the future of credit union recruitment.
Five credit union lending executives from across the country share how the COVID-19 pandemic compares to the Great Recession.
November 02, 2020
Research and reflection drives a new lineup of products and services at Seattle Credit Union.
A technology partner allows this Illinois credit union to focus on its core mission while leaving the technical details to the experts.
A scalable solution for outsourcing collections can save up to 50% compared with in-house efforts.
How a Roadmap to Homeownership can provide an edge to homebuyers, especially first-timers.
How can you determine if your digital lending and account opening strategy is on track?
How COVID-19 and new leadership could impact student lending policy.
October 26, 2020
How to position your credit union for a post-COVID world.
A host of new threats and vulnerabilities have arisen with the move to remote working. For this Cybersecurity Awareness Month, credit union security experts share seven tips on how to stay safe.
A group of member-owned cooperatives and their league helped strapped residents and businesses through state programs.
Five credit unions share how they volunteer when in-person gatherings are more difficult than ever.
Even the most basic principles of a credit union’s work are worth celebrating. This credit union tells its story while engaging its community.
October 19, 2020
Wes Girling adds user design expertise and project coordination to product development and process improvement at State Employees Credit Union of Maryland.
Unitus Community Credit Union partners with Vertifi Software to resolve mobile deposit pain points and more.
A regional bank closed in a rural New York town. Northern Credit Union stepped in to ensure residents weren’t without financial services for long.
The Washington cooperative is making short-term changes with an eye toward long-term consequences when it comes to remote work.
October 12, 2020
A new normal in the age of COVID is taking shape. Now, five credit union leaders share what the pandemic has taught them and what they’re doing with that knowledge.
October 05, 2020
People-focused innovation will empower credit unions to grow virtual channel use post-pandemic.
West Virginia’s Element FCU launches easy-to-make customized landing pages for business members.
Certified CDFI credit unions bring a hyper-local focus to their community work. Here, four leaders discuss the missions of their organizations in today’s tumultuous environment.
The 2020 school year may be untraditional, but the credit union industry’s support of area schools and school districts remains robust as ever. And while not every credit union that serves educational systems features ‘Schools’ in their name, in this word search, see if you can spot 10 credit unions from across the nation who do.
Second quarter trends highlight early financial fallout from the coronavirus pandemic.
Azra Samiee, assistant director of marketing and outreach, Brooklyn Cooperative Federal Credit Union, discusses her credit union's opportunity to build wealth and resilience among Brooklynites.
Contactless and card-not-present payments soar as pandemic continues. Credit unions need to provide those options.
Alacriti builds EBPP core competency while integrating AI chatbot with Glia’s Digital Customer Service Platform
COVID-19 continues to make headlines for social and economic reasons. What else should credit unions know at second quarter?
September 30, 2020
The affects of a three-year pullback from indirect lending and the COVID-19 pandemic have resulted in a decade-long low in auto lending growth in the second quarter.
As the economic ramifications of COVID-19 swept through the country, the personal savings rate hit an all-time high as consumers moved their savings into deposit accounts.
The Federal Reserve kept interest rates at record lows throughout the second quarter, and the economic uncertainty wrought by COVID-19 supported record inflows at financial institutions.Consequently, credit union investment portfolios reported strong growth
During the social and economic uncertainty of the past several months, members and non-members turned to their financial institutions for help. Second quarter data tells that story.
Due to economic lockdowns and government relief efforts, in the second quarter financial institutions had to develop creative strategies to generate revenue.
Unemployment soared to its highest level in more than 70 years, but the credit union industry managed to hold onto their staff members and add to their ranks in second quarter.
Chad Miller, CEO, Southwest Louisiana Credit Union, discusses his credit union's work to serve the low-income, high-risk populations left behind by mainstream financial services.
Low interest rates and federal aid combined to create a surge in demand for home financing, as both refinances and purchases performed well in the second quarter.
Although the pandemic hindered consumer spending, some aspects of the credit union loan portfolio reported strong gains in the second quarter.
Employees can bring their kindergarten through eighth grade students to work at the credit union’s headquarters.
September 28, 2020
Gregg Brown, CEO, South Side Community Federal Credit Union, discusses his credit union's mission to equalize economic power and to fight poverty on Chicago's South Side.
Callahan’s associates offer their take on the best books for credit union leaders.
Marketing automation offers many advantages to credit unions that are pursuing growth and that seek to deepen relationships with their members.
Simeon Chapin plays an integral role in communicating and executing Vermont State Employees Credit Union’s goals to make a local and global difference.
After adopting a virtual model for its college internship program, UFCU continued to build out financial wellness counseling, networking, and scholarship components.
September 22, 2020
Second quarter data highlights further impacts from the COVID-19 crisis on the credit union industry.
September 21, 2020
Carla Decker, the CEO of DC Credit Union, discusses her credit union's commitment to community and how the COVID-19 crisis has affected her certified CDFI shop.
Three financial institutions live their cooperative principles by providing tactical support so smaller shops can focus on mission.
How United and Blue federal credit unions completed construction on their new headquarters with little or no delay.
September 14, 2020
The Tennessee cooperative is planning to redeploy staff and create a digital-first culture.
Three senior executives at a CUSO with a predominately remote workforce offer words of wisdom for cooperatives considering the future of their office operations.
September 08, 2020
An Oklahoma credit union encourages business owners to wait to apply for forgiveness but has tools in place to assist members who want relief now.
September 07, 2020
Leaders at cooperatives across the country share how core principles are driving strategic thinking in their shops.
August 31, 2020
Wyoming’s Meridian Trust FCU offers best practices and lessons learned on the promotional side of the industry’s operations.
This Raleigh-based cooperative is “woke” in Wake (and Durham) counties.
The Michigan cooperative reworked its production calendar to address pressing member and organizational needs.
August 24, 2020
Dozens of credit unions and related organizations pledge to help the industry meet the diversity, equity, and inclusion challenge.
Young employees making their mark on their organizations talk about how they started their credit union careers and ponder how the industry can attract up-and-coming leaders.
This National Fintech Day, four credit union suppliers share their perspective on a challenging present and promising future.
August 20, 2020
Five credit unions shares insights from their Paycheck Protection Program efforts.
August 17, 2020
Leaders today must consider what “concern for community” means for fairness in hiring, upward mobility, and inclusiveness in the workplace.
Delivering a memorable user experience requires more than just new technology. It requires an entire digital transformation that includes adjustments to organizational structure.
Nearly 30,000 attendees have attended virtual financial education webinars since the pandemic halted in-person sessions at VACU.
A Pacific Northwest credit union shares lessons it learned during its eight-year journey taking a holistic view of diversity, equity, and inclusion.
August 10, 2020
Listening, then acting, has helped the big Minnesota credit union respond to the protests in its hometown.
Easily deployed chatbot learns as it goes, saved several thousand phone calls in its first weeks.
One Idaho cooperative stands out in a rural market dominated by credit unions with a new package of home loans that serve educators and first responders.
August 03, 2020
Lack of knowledge about mortgage requirements is likely keeping some prospective women homebuyers from actively taking steps toward a purchase.
SECU rethinks REOs to create quality, affordable housing across the Tarheel State.
Two cooperatives share how they’re encouraging digital adoption in the face of a lingering pandemic.
July 27, 2020
How residual based financing helps credit unions maintain and even increase loan volume in an uncertain environment.
How has the financial audit changed since the beginning of the coronavirus pandemic? Four auditors and two credit unions weigh in.
Industry leaders talk about how they cultivated a career in credit unions and how credit unions across the United States can recruit enthusiastic employees to fill tomorrow’s leadership bench.
After holding frank discussions with employees and communities about diversity, equity, and inclusion, these credit unions are forming DEI councils, launching targeted charities, and more.
July 24, 2020
Digital lending prowess can help credit unions leverage their built-in advantages as local institutions.
July 20, 2020
Our Community parsed ACH data to identify errors in routing numbers. Then, it helped members correct the numbers to ensure the timely delivery of coronavirus aid.
Two Virginia credit unions find new ways to engage and train out-of-office call center employees.
The suburban Chicago shop is building out models to prepare for a surge in delinquencies and charge-offs.
July 13, 2020
Four credit unions share insights from their text messaging initiatives.
Credit unions, insurers, and suppliers share tech tools for educating staff and members as fraudsters target coronavirus relief channels.
July 07, 2020
CFOs from Workers and Patelco share their thinking about what’s to come and what they’re doing to prepare.
July 06, 2020
Here’s info credit unions can share with members to protect both from P2P scammers.
Three credit unions share what they’re learning at the leading edge of data diving to spot troubling trends and troubled members as the movement deals with the COVID-19 pandemic.
Real comments from online review sites to inform strategies, policies, and practices.
June 30, 2020
The COO at Sandia Laboratory Federal Credit Union discusses his credit union's response to the coronavirus pandemic.
The CEO at Opportunities Credit Union discusses her credit union's response to the coronavirus pandemic.
The CEO at Credit Union 1 discusses his credit union's response to the coronavirus pandemic.
Following one of the most productive lending years in the history of the credit union movement, the first quarter of 2020 offered new challenges. But strong mortgage originations negated a pullback in consumer lending to push overall loan balances higher.
Historically low rates to start the year has contributed to strong mortgage lending through March.
Decreased consumer spending and a pronounced pullback from indirect lending programs contributed to slower auto loan growth at credit unions in the first quarter of 2020.
Despite the Federal Reserve’s monetary policy pushing interests rates lower, credit unions are experiencing an influx of deposits as members look for safe channels to park their savings.
Lower interest rates and overall economic uncertainty pushed the investment portfolios of commercial financial institutions nationwide toward shorter allocations in the first quarter of 2020.
A locked-down economy combined with volatile changes in monetary policy put lenders in a difficult position in the first quarter of 2020, as total revenue growth slowed as sources of income shifted away from interest-driven streams.
Member service is of utmost importance for credit unions, and data from the past decade shows how a growing membership base has acknowledged and affirmed this priority.
A decade of economic expansion created record-low unemployment levels, driving credit union employee compensation to the highest rates on record. Early outcomes from the COVID-19 crisis indicate changes to the status quo.
First quarter data provides the earliest picture of the COVID-19 crisis on the credit union industry.
The longest economic expansionary period in U.S. history has come to an end. What else should credit unions know at first quarter?
Wright-Patt Credit Union decided it wasn’t enough to follow its continuity plan in the face of the COVID-19 pandemic. Lessons learned from a 2019 disaster provided guidance in newly uncertain times.
The SVP of human resources development at State Employees Credit Union of Maryland discusses his credit union's response to the coronavirus pandemic.
It’s been six months, and already the world has faced what might be the defining challenge of the 2020s.
How did Golden State credit unions perform in the first quarter?
Expansion ends, confidence wanes, and data trends. Get a glimpse of what happened across the United States in the first quarter.
Have you showered today? Maybe you should.
First quarter data offers an initial glimpse at the impact from the coronavirus pandemic. There is still much left to learn.
Rate locks and staffing boosts are two ways credit unions are pushing through mortgage applications in today’s ultra-low rate environment.
June 29, 2020
The chief human resources officer at Community First Credit Union discusses her credit union's response to the coronavirus pandemic.
Card issuers need to create a robust and fluid approach to risk management while balancing cardmember servicing and stress.
Cooperatives from coast to coast are boosting PLL and collections while continuing member outreach.
June 22, 2020
When the coronavirus pandemic created economic hardship for Atlanta contract workers, the city turned to a local credit union to disburse tax-free funds and bridge the income gap.
In the current environment, member circumstances and behaviors are changing. It is incumbent upon credit union leadership to monitor these changes and respond accordingly.
The SVP of member experience at Premier America Credit Union discusses her credit union's response to the coronavirus pandemic.
Georgia’s Own Credit Union was months away from finalizing a merger when the coronavirus pandemic hit. Rather than hitting pause, the credit union devised a plan to forge ahead.
June 17, 2020
Video banking enables personalized and expert service at a distance and is a powerful component of a comprehensive strategy for supporting members online.
June 15, 2020
A pandemic response brought the Texas cooperative to a new level of teamwork and learning.
Effective vendor contract negotiations are a key to managing costs when the need for bottom-line efficiency is great.
Responding to the pandemic is helping this Evergreen State cooperative test its appetite for risk and its ability to adapt.
Masks in hand, one of New York’s largest credit unions is now in a phased reopening process.
June 08, 2020
Several cooperatives are going live with blockchain-based contactless authentication after years on the drawing boards.
The Michigan credit union shuffled its lending deck as member loan activity demanded.
The need to streamline paperwork spurred Wings Financial Credit Union to rethink its loan collections.
June 04, 2020
The Minnesota credit union shifted 45 consumer lenders and others with loan experience to help the cooperative meet a flurry of mortgage activity.
June 01, 2020
By addressing today’s unique challenges, while remaining focused on the long view, credit unions engaged in private student lending have a powerful opportunity to connect with the next generation of members.
Lower wait times and more self-service options result in higher member satisfaction.
A new story each day this week as five credit unions share how they handled sudden change and soaring needs by adapting people, processes, and products.
Portal crashes. Controversies. Confusion. Despite a shaky start, the Paycheck Protection Program is providing badly needed capital to more than 4.3 million small businesses nationwide.
May 27, 2020
Industry leaders talk about how they cultivated a career in credit unions and how credit unions across the United States can recruit enthusiastic employees to fill tomorrow’s leadership bench.
May 26, 2020
Doug Fecher, CEO of Wright-Patt Credit Union, dishes on why he joined the credit union industry and how other cooperatives can entice young, up-and-coming leaders to do the same.
Employees and employer benefit from homegrown e-learning initiative.
Service options that offer a personal touch at a safe distance are gaining in popularity among members and those who serve them.
May 25, 2020
Johns Hopkins FCU relates the successes and pitfalls of remote onboarding during the COVID-19 pandemic.
Looking for new solutions to help your credit union navigate this crisis? Check out these featured credit union suppliers that are delivering cutting-edge products and services.
Credit unions can connect to innovative third-party apps easily to compete with big banks and excel in member service.
May 18, 2020
The Wyoming-Colorado credit union is striving to maintain safety and culture as it works to restore operations.
Affinity Plus FCU offers curbside closings so members can refinance or purchase homes during the coronavirus pandemic.
Terminal technology extends reach of contactless payments and more innovations.
After notching successes in appointment-only lobbies and automated services, the Arizona cooperative is rethinking hours, services availability, communications, and more.
May 11, 2020
The Colorado credit union has pushed out an edgy campaign that puts a playful touch on the help it’s offering in serious times.
A special team at BECU delves into digital to tackle user experience at the big cooperative.
May 04, 2020
The COVID-19 pandemic has presented new challenges and opportunities as well as changed some priorities.
Financial Center First embraces two guiding principles to help members lessen the financial fallout from COVID-19.
With precautions in place, the Jackson cooperative opened its lobby doors again on April 27.
The proper response will make a big impact but needs to be comprehensive and consider multiple risks.
An open system on a cloud-based core is the key to unlocking quick integration and delivering the service options members increasingly expect.
Sixty-hour work weeks, constant virtual meetings, and imminent deadlines. The world of business lending is busier than ever before, but in many ways the work also is more rewarding.
April 27, 2020
From direct deposits to direct outreach, analysts are greasing the gears of member service as they spin like never before.
The new ACES Consumer platform from ARMCO automates audit and compliance processes while adding visibility and efficiency.
April 20, 2020
Wright-Patt and Greater Texas lean on a virtual presence to provide real service and build brand value.
April 16, 2020
The past decade was bookended by two very different crises, but credit unions are ready for the challenge of a rapidly changing environment.
The industry ended fourth quarter on a high. What comes next is anybody’s guess.
Inspired by “Megxit,” can you unscramble these eight credit unions with names reminiscent of the aristocracy?
Fifteen finalists across four categories show what it means to push the leading edge in credit union technology and experience.
How did Empire State credit unions perform in the fourth quarter?
Consumer optimism, debt levels, deposit balances, and more. Get a glimpse of what happened across the United States in the fourth quarter.
2019 has been the most productive lending year in the history of the credit union movement. Despite coronavirus uncertainty, strong loan growth and low delinquency bode well for the strength of the credit union balance sheet in the months ahead.
Prioritizing liquidity to navigate the uncertain economic climate, institutions allocated a higher percentage of investments toward shorter-term products in 2019.
General uncertainty regarding the interest rate environment made it difficult for institutions to accurately price deposit and loan products, which is reflected in year-end income statements.
Virtually every credit union relationship metric is up over the past 10 years and market share has also expanded in all major loan categories. But the industry is increasingly deploying different operational techniques to further encourage stickier relationships.
Across 2019, the success of the national labor market increased competition for talent and required credit unions to revise their staffing models. In today's stressful and uncertain climate, the industry's willingness to invest in people will provide solace and stability for employees.
Borrowers were incentivized to look for refinancing opportunities in the second half of 2019. With refinances projected to outweigh purchases through the first quarter of 2020, credit unions are primed for a strong start to the decade.
Despite slowdowns in indirect lending and auto loan demand, auto penetration and market share remain strong at year-end.
Gains to liquidity and member loyalty provide credit unions the flexibility and opportunity to serve their members financial needs into the new decade.
Despite a slow first quarter, the industry reported strong growth across core financials in the past 12 months. What else should credit unions know at fourth quarter?
Two partnerships allow Northern Credit Union to help community members lead better financial lives.
April 14, 2020
Investments in culture and technology have underpinned the rise of this North Country cooperative.
Geographical and service expansions will help the cooperative continue to flourish in its seventh decade.
Northern Credit Union’s technological capability is well beyond its asset size. Learn why the rural New York cooperative has been at the forefront of the self-service revolution.
Credit unions are optimizing work environments, integrating key systems, ensuring business continuity and cybersecurity, and adapting culture to new ways of working.
April 13, 2020
Counselors adapt to pandemic restrictions as the Chicago credit union expands its HUD-funded housing counseling program.
Credit and debit offerings need to appeal to each group where they live, and that’s increasingly digital.
April 06, 2020
Plastic with contactless chips were being rolled out slowly. Will it become an avalanche?
How five cooperatives ward off disruptors, an imperative that takes on new urgency now.
Stress test your card portfolio now before reality does it for you. A level-headed, data-driven approach will still win the day.
How your credit union can be ready to embrace a brave, new world of frictionless payments.
The suburban Maryland credit union is calling members to offer assurance and advice.
April 01, 2020
Executives at the National Credit Union Foundation and Interra Credit Union share why empathic leadership is important and discuss how credit unions and communities can positively impact lives amid a pandemic.
March 31, 2020
Credit unions help members and their communities every day of the year. Some of their more innovative offers are especially relevant during a time of heightened need.
March 30, 2020
In the face of a crisis, credit union employees step up to support vulnerable members and communities. Sometimes, they need a helping hand, too.
To support members during a time of economic upheaval, the Green Bay credit union is not penalizing early withdrawal from savings accounts and is offering deferrals on installment loans. It’s offering plenty of modern comforts, too.
The current environment is springing unprecedented challenges on leaders nearly every day, but there are lessons from the past that apply to the present.
March 23, 2020
The new platform integrates origination across all loan types and adds CRM, analytics marketing, and more.
Carolina Foothills FCU is working with the City of Spartanburg to coach startups and fill a critical funding gap. That’s important because small-business support is now more important than ever.
The big Tarheel State cooperative is counting on its 50-location contact center system to help sustain service during the crisis.
The Oregon credit union is sequestering staff while stressing member service continuity.
The CEO of Border FCU, who began her career in accounting, explains how serving the underserved hews more closely to social work than anything else.
March 16, 2020
Air Force veteran and longtime ABECU executive Larry Sewell helps Together Credit Union move onward and upward.
BECU, Logix, CommunityAmerica, and MSUFCU share insight on their response and how they’re planning for the unknown.
East Idaho Credit Union calls the state’s second-largest city home but also has branches in communities with fewer than 1,000 residents, where members are known to drive 30 miles or more to conduct their financial business.
A reorganization to the senior leadership team in 2019 has had a positive, powerful impact at TwinStar Credit Union.
March 09, 2020
With a new partnership and approach to driving engagement, Affinity FCU is fostering a thriving membership.
Credit union leaders celebrate International Women’s Day with working tips, career lessons, and legacy desires.
March 06, 2020
DCU’s Project Finance aims to show members what their money can do, not what it did.
March 05, 2020
Jerry Reese helps design and direct the evolving member experience at Honda FCU.
March 03, 2020
The California cooperative is four years into a digital evolution that relies heavily on member feedback.
March 02, 2020
Upgrades, replacements, and new installations don’t have to be difficult.
Contactless, even card-less, options join instant issuance as avenues for ensuring members stay connected to their credit union accounts.
Credit unions must put digital efforts at the forefront of their member acquisition and retention strategies.
Loan participations are a proven way to address liquidity concerns and add some income. They can also be complicated, but there’s help.
March 01, 2020
University FCU considers community needs and institutional strengths to identify high-impact areas of service.
February 27, 2020
A meeting between a socially minded lender in Texas and a credit union in Florida leads to an innovative microlending program with nationwide applicability.
February 24, 2020
Fort Knox FCU is now Abound, and it has a holistic plan to help improve health and wellness among the people it serves.
Innovative solutions that leverage every channel available from cards to text are brought to the forefront by the Business Services & Lending category entries in our 2020 Innovation Series.
To clearly communicate its purpose to the communities it serves, America’s Christian created four priorities that influence products and service.
These four innovators are pushing the envelope toward new levels of engagement and experience for credit union members.
February 20, 2020
Innovative solutions that leverage every channel available from cards to text are brought to the forefront by the Payments category entries in our 2020 Innovation Series.
February 18, 2020
LGFCU competes for technology and data hires in a competitive market. Here’s how it attracts the right talent.
The Rivermark Community president and CEO began his career as webmaster and says the front-facing member experience is a priority now equal to back-end bookkeeping.
February 17, 2020
A committee approach allows the Washington cooperative to manage to an appropriate risk level while being a champion for members’ financial well-being.
Altra Federal Credit Union offers tips and insight for credit unions that want to set aside an official day to positively impact their communities.
Greater Texas FCU is opening a new headquarters in early 2021. Until then, executives are operating out of a swing space two miles from home.
Simple changes make it clear this California cooperative is in the people business.
February 14, 2020
Unprecedented earthquake activity on the south coast of the Caribbean island has impacted thousands of residents. Now, credit unions are helping with the recovery.
February 12, 2020
Wings Financial’s member engagement score leverages modern methods to answer an age-old question.
February 10, 2020
Most students and families make the big decision without expert advice and estimating tools. Here’s a better alternative.
Ironworkers USA FCU uses swag and swagger to steal business from fintechs and save members big bucks.
These four innovators are pushing the envelope toward new levels of technological functionality in credit union land.
At Veridian Credit Union, Angela Weekley is nearing a decade of building bridges between cooperative and community.
Randolph-Brooks FCU adopted an agency model for its marketing department more than a decade ago and has lessons to share for credit unions of all sizes.
The Maryland credit union plans to soon go live with a decisioning system that provides speed, flexibility, and fairness.
February 03, 2020
Consolidated Community Credit Union includes a security deposit loan among its package of new mortgage products that address the housing crunch in the Northwestern city’s market.
Now is the time to evaluate your credit union’s collections operation.
Looking for new lending or LOS solutions? Check out these featured credit union suppliers.
The younger set demands a full-service credit card program with user-friendly digital capabilities and robust rewards.
Formalizing a process improvement program has helped IAA Credit Union develop employees and improve efficiency.
January 28, 2020
Navy FCU and Corning Credit Union operate offices in different states. Leadership, culture, and communication are keys to their success.
January 27, 2020
The Silicon Valley credit union plans to create “a college mindset” with a $25-a-pop savings plan.
When Commonwealth Credit Union rolled out Team 1, it took explicit steps to ensure the new culture would take root and flourish at the Kentucky cooperative.
January 20, 2020
The SECU Foundation executive director applies the solution-focused philosophy of leadership she learned in the trenches to the community impact work she now leads.
An extended illness bank at the Las Vegas credit union provides weeks of full-time pay for employees in need.
STCU’s business and commercial services department is working to provide a full relationship that takes into account deposits and other needs as much as loan balances.
January 14, 2020
The credit union’s new product development strategy brings new leaders with fresh perspectives to the forefront of strategic decision-making.