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customer-service
FEATURE How The Pandemic Is Reshaping The Future Of Member Service At Tucson FCU

After notching successes in appointment-only lobbies and automated services, the Arizona cooperative is rethinking hours, services availability, communications, and more.

By Marc Rapport

May 11, 2020


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FEATURE Canvas Credit Union Says “No B.S.” Here

The Colorado credit union has pushed out an edgy campaign that puts a playful touch on the help it’s offering in serious times.

By Marc Rapport

May 11, 2020


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FEATURE Leaders Goes First In West Tennessee Reopening

With precautions in place, the Jackson cooperative opened its lobby doors again on April 27.

By Marc Rapport

May 04, 2020


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FEATURE How A Lending Machine Combats The Coronavirus

Financial Center First embraces two guiding principles to help members lessen the financial fallout from COVID-19.

By Marc Rapport

May 04, 2020


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member experience
FEATURE 4 CXOs Talk About What Today’s Member Experience Looks Like

The COVID-19 pandemic has presented new challenges and opportunities as well as changed some priorities.​

By Marc Rapport

May 04, 2020


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Workplace Culture
FEATURE What’s In A Name: UX Research And Design

A special team at BECU delves into digital to tackle user experience at the big cooperative.

By Sharon Simpson

May 04, 2020


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PARTNER PERSPECTIVE Core Transformation: Why It’s Essential For The Future Of Credit Unions

An open system on a cloud-based core is the key to unlocking quick integration and delivering the service options members increasingly expect.

By Finastra
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May 04, 2020


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PARTNER PERSPECTIVE Helping Members Through Uncertain Times: Key Considerations For Credit Unions

The proper response will make a big impact but needs to be comprehensive and consider multiple risks.

By CUNA Mutual Group
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May 04, 2020


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FEATURE 4 Questions That Show How Analytics Supports A Solid Response To COVID-19

From direct deposits to direct outreach, analysts are greasing the gears of member service as they spin like never before.

By Marc Rapport

April 27, 2020


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Member Business Lending
FEATURE The New Normal: A Hectic Day In The Life Of A Business Lender

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.

By E.C. Harrison

April 27, 2020


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PARTNER PERSPECTIVE From Compliance Through Quality Control: Reducing Risk With ACES Consumer™

The new ACES Consumer platform from ARMCO automates audit and compliance processes while adding visibility and efficiency.

By ACES Risk Management (ARMCO)
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April 27, 2020


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FEATURE Social Media Specialists Share Strategies And Principles

Wright-Patt and Greater Texas lean on a virtual presence to provide real service and build brand value.​

By Marc Rapport

April 20, 2020


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FEATURE Annual Credit Union Directory - Vol. 35 Exclusive Content

The only comprehensive guide to improving credit union performance.

By Callahan & Associates

April 20, 2020


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FEATURE Uncertain Times Call For A Member Focus

The past decade was bookended by two very different crises, but credit unions are ready for the challenge of a rapidly changing environment.

By Jay Johnson

April 16, 2020


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FEATURE Anatomy Of Northern Credit Union

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

By Erik Payne

April 16, 2020


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FEATURE Macro Overiew And Industry Trends (4Q19) Exclusive Content

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?

By Aman Johal

April 16, 2020


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FEATURE Industry Trends: Shares (4Q19) Exclusive Content

Gains to liquidity and member loyalty provide credit unions the flexibility and opportunity to serve their members financial needs into the new decade.

By Samantha Cristobal

April 16, 2020


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FEATURE Industry Trends: Auto Lending (4Q19) Exclusive Content

Despite slowdowns in indirect lending and auto loan demand, auto penetration and market share remain strong at year-end.

By Samantha Cristobal

April 16, 2020


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FEATURE Industry Trends: Mortgages (4Q19) Exclusive Content

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.

By Samantha Cristobal

April 16, 2020


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FEATURE Industry Trends: Human Capital (4Q19) Exclusive Content

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.

By William Hunt

April 16, 2020


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FEATURE Industry Trends: Member Relationships (4Q19) Exclusive Content

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.

By William Hunt

April 16, 2020


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FEATURE Industry Trends: Earnings (4Q19) Exclusive Content

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.

By William Hunt

April 16, 2020


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FEATURE Industry Trends: Investments (4Q19) Exclusive Content

Prioritizing liquidity to navigate the uncertain economic climate, institutions allocated a higher percentage of investments toward shorter-term products in 2019.

By William Hunt

April 16, 2020


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FEATURE Industry Trends: Loans (4Q19) Exclusive Content

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.

By Aman Johal

April 16, 2020


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FEATURE Market Snapshot: 4Q 2019 Exclusive Content

Consumer optimism, debt levels, deposit balances, and more. Get a glimpse of what happened across the United States in the fourth quarter.

By Michael Blackman

April 16, 2020


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FEATURE State In The Spotlight: New York Exclusive Content

How did Empire State credit unions perform in the fourth quarter?

By Michael Blackman

April 16, 2020


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FEATURE The Young And The Innovative

Fifteen finalists across four categories show what it means to push the leading edge in credit union technology and experience.

By Erik Payne

April 16, 2020


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FEATURE We'll Never Be Royals Exclusive Content

Inspired by “Megxit,” can you unscramble these eight credit unions with names reminiscent of the aristocracy?​

By Erik Payne

April 16, 2020


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FEATURE Recommended Reading (4Q 2019) Exclusive Content

Callahan’s associates offer their take on the best books for credit union leaders.

By Erik Payne

April 16, 2020


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FEATURE Consumer Sentiments And Employee Insights (4Q 2019) Exclusive Content

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

By Marc Rapport

April 16, 2020


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