Financial Performance


By Maya Neuman | Sept. 6, 2019

New takes on service delivery at U.S. credit unions increase operational efficiencies and attract new members.

By Marc Rapport | May 28, 2019

The efforts of Wayne Keels underpin SAFE Federal Credit Union’s member-focused, process-based business transformation.

By Marc Rapport | May 6, 2019

How a New Jersey credit union uses new tools to automate old jobs and free up staff to serve members better.


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By Rebecca Wessler | March 11, 2019

Five can't-miss data points this week on

By Maya Neuman | March 11, 2019

U.S. credit unions reported a 169-basis-point decline in the efficiency ratio year-over-year. And that’s a good thing.

By Aman Johal | Nov. 28, 2018

Takeaways from a survey on how 284 credit unions are interacting with the changing lending strategies arising from automated-decisioning practices.

By Aman Johal | Nov. 28, 2018

Takeaways from a survey on how 284 credit unions are interacting with the changing lending strategies arising from automated-decisioning practices.

By Samantha Cristobal | Nov. 14, 2018

Test your knowledge of third quarter industry trends with this quiz on earnings by Callahan & Associates.

By Rebecca Wessler | Nov. 5, 2018

Five can't-miss data points this week on

By Samantha Cristobal | Nov. 1, 2018

The credit union industry's efficiency ratio of 69.8% as of June 30 was the lowest it's been since 2010.

By Ted Goldwyn | Oct. 15, 2018

Robotic process automation at Suncoast Credit Union allows the Florida cooperative to dial up assistance when disaster strikes.

By Marc Rapport | Oct. 1, 2018

The North Carolina credit union is halfway through moving away from the time-consuming process of manual ledger reconciliation.

By Rebecca Wessler | Aug. 20, 2018

Five can’t-miss data points this week on

By Maya Neuman | Aug. 20, 2018

U.S. credit unions reported the lowest ever first quarter efficiency ratio in 2018.

By Liz Furman | May 7, 2018

Credit unions headquartered in the Central Region reported more loan accounts per members than those headquartered in other states. In what other areas did these cooperatives excel?

By Ian Melhorn | April 23, 2018

Credit unions in the Mid-Atlantic reported faster MBL growth than credit unions outside the region. In what other areas did these Mid-Atlantic cooperatives excel?

By Rebecca Wessler | Dec. 18, 2017

Five can’t-miss data points this week on

By Liz Furman | Dec. 18, 2017

These ratios help credit unions deliver excellent member value while also maintaining productive and efficient operations. Operational strategy impacts productivity and efficiency metrics. It’s important for credit unions to strike the right balance for their strategy while bearing in mind national averages.

By Rebecca Wessler | Dec. 12, 2017

Four can’t-miss data points this week on

By Samantha Cristobal | Dec. 6, 2017

Third quarter data reveals a colorful mix of performance across the country.

By Maya Neuman | June 19, 2017

Credit unions add technology and jobs amid the move to universal tellers, ITMs, and the new branch design.

By Greg Gonsalves | June 5, 2017

The percent of revenue going toward employee compensation is reversing trend.

By Callahan & Associates | June 1, 2017

Callahan & Associates and TwinStar Credit Union discuss the institution's Imagination Lab, how it was implemented, and the successes the Lab has achieved.

By Sam Taft | May 29, 2017

Check out this leader table to see which credit unions beat the industry average.

By Sam Taft | April 25, 2017

Check out this leader table to see which credit unions beat the industry average.

By Marc Rapport | April 24, 2017

A lean, not mean, operation helps this Beantown, SEG-focused credit union top the charts in member metrics.

By Marc Rapport | April 18, 2017

TwinStar Credit Union's Imagination Lab studies processes and reduces friction for members and employees.

By Sharon Simpson | Dec. 19, 2016

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

By Marc Rapport | Nov. 28, 2016

The Memphis credit union has improved retention, electronic services, and accounts per household by delivering the right messages to the right members.

By Sam Taft | Nov. 14, 2016

Credit unions posted a slight improvement in the efficiency ratio versus one year ago. Check out this leader table to see which credit unions beat the industry average.

By Liz Furman | Nov. 14, 2016

Callahan & Associates surveyed 333 credit unions to learn about automated decisioning practices in the consumer lending portfolio. Read about the results in this interactive article.

By Rebecca Wessler | Oct. 24, 2016

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

By Marc Rapport | Oct. 24, 2016

The small Oregon-Washington credit union uses internal efficiencies and external outreach to hit new heights.

By Liz Furman | Aug. 11, 2016

Like your golf score, your credit union’s efficiency ratio should be low.

By Sam Taft | July 4, 2016

Credit unions with strong technology offerings outperform their peers in growth, penetration, and average relationships.

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 Rebecca Wessler | June 13, 2016

This week, 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 Sam Taft | June 13, 2016

Lending and asset growth have been capturing industry headlines, but tight margins from sustained low interest rates and slowly rising operating expenses make some other benchmarks worth watching.

By Liz Furman | June 13, 2016

Risk managers monitor disparate areas of the credit union. For key ratios to follow, start with the measures that correspond to the risk indicators outlined by the NCUA.

By Rebecca Wessler | April 11, 2016

This week, gets in the spring cleaning spirit by featuring articles and graphics on how credit unions are simplifying operations, paring down documents, and closing inactive checking accounts.

By Marc Rapport | April 11, 2016

Two credit unions in Arizona and Iowa pare down redundancies and add efficiencies by taking a hard look at their documents.

By Liz Furman | April 11, 2016

Spring is an excellent time to assess efficiency and clean up clutter to make way for new products and measures.

By Callahan & Associates | March 4, 2016

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

By Marc Rapport | Feb. 22, 2016

Mountain America Credit Union is a veteran user of cash management analytics, but it’s still learning how to optimize its understanding of and confidence in the system.

By Sam Taft | Aug. 26, 2015

Credit unions of all asset sizes are spending less to earn a dollar.

By Stephanie Clark | Aug. 25, 2015

A distinct branching model contributes to lean operations at the $3.9 billion institution.

By Marc Rapport | Aug. 1, 2015

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

By Marc Rapport | July 13, 2015

The California credit union opens 22% of its new memberships online and will soon add a mobile app option.

By Callahan & Associates, Inc. | June 15, 2015

An overview on how to make the most out of your Callahan Leadership or Membership subscription.

By Marc Rapport | June 8, 2015

This North Carolina credit union scores with targeted marketing driven by philosophy of dealing with the data it can handle.

By CU Direct | June 8, 2015

Assessing your credit union’s loan approval processes can show where automation can boost operational efficiency and member satisfaction.

By CUSO Financial Services, L.P. | June 1, 2015

This paperless technology can change the way advisors do business and the way credit unions and banks look at their investment programs.

By Aaron Pugh | May 18, 2015

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

By Callahan & Associates, Inc. | May 15, 2015

Learn how credit unions performed in first quarter 2015 and find new opportunities in today's encouraging economic environment.

By Susan Levi Wallach | May 11, 2015

The formation of Lake Trust Credit Union in 2010 presented challenges and opportunities in seamlessly integrating the upper tiers of credit union management.

By Sharon Simpson | May 5, 2015

Six small credit unions have projected more than $200,000 in compliance costs savings over the next two years with their new CUSO — and they say that’s just the beginning.

By Sam Taft | April 27, 2015

Lending officers are under constant pressure to produce loans. These five benchmarks give CLOs a place to start when managing lending activities and communicating about the health and growth of the credit union.

By Sam Taft | April 27, 2015

The combination of many ratios offers a complete picture of a credit union’s operational performance. These three will help COOs communicate successes and opportunities in meeting overall goals.

By Sam Taft | April 27, 2015

Jack-of-all-trades, master of none. These benchmarks help CEOs lead their entire organization — from finance to marketing and everything in between.

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 Erik Payne | Feb. 9, 2015

Member One FCU offers three lessons gleaned from six years of operating a process improvement team.

By Erik Payne | Feb. 9, 2015

Patelco Credit Union reduced its controllable expenses by 10% and shares ways other credit unions can, too.

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 Rebecca Wessler | Feb. 9, 2015

This week, takes a deeper dive into two complementary, yet often misused, concepts that underpin credit union success — productivity and efficiency.

By Andrew Bolton | Feb. 8, 2015

This cheat sheet offers a visual breakdown of the meaning behind two often-confused metrics.

By SWBC | Feb. 2, 2015

Borrowers will pay fees for the ability to make a payment online or over the phone. The bottom line: convenient payment options are no longer optional.

By Erik Payne | Dec. 22, 2014

These nine strategies and takeaways from non-traditional competitors offer inspiration for 2015.

By Aaron Pugh | Oct. 13, 2014

BCU shares lessons it learned from tapping a retail-merchandising expert to create more appealing locations.

By Rebecca Wessler | Oct. 13, 2014

Lending in South Texas might be riskier than some institutions’ appetites allow, but NavyArmy enjoys a little spice in its portfolio.

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 Leigh Anne Terry | Aug. 11, 2014

Mobility. Convenience. Exclusivity. By drilling down on these shopping concepts, entrepreneurs and new business leaders are reaching out to the public in ways that traditional retailers cannot.

By Aaron Pugh | July 21, 2014

Firstmark Credit Union invests in the right tools to enhance, achieve, and communicate its marketing ROI.

By Aaron Pugh | July 21, 2014

How Langley FCU encourages communication and collaboration between departments to create shared, trackable definitions of success.

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 Rebecca Wessler | May 26, 2014

Sunset Science Park FCU’s average member relationship is double, even triple, that of peer credit unions.

By Sharon Simpson | April 14, 2014

A Q&A with Maps Credit Union on how it evaluates its local bank and credit union competitors.

By Janet Lee | April 14, 2014

Credit union executives need to know what questions to ask in different situations and understand the pros and cons of various ratios to best analyze the balance sheet.

By Erik Payne | March 31, 2014

Why Member One converted its core system and how it chose a new provider.

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 Drew Grossman | Jan. 28, 2014

Dion Koop talks about Heritage Federal's investment strategy and the credit union's goals in 2014 and going forward.

By Aaron Pugh | Jan. 13, 2014

Ongoing investments in processes, people, and technology ensure Heritage’s trip to the top is a one-way ticket.

By Leigh Anne Terry | Jan. 13, 2014

Creating a modern work environment doesn’t always mean going to the extreme (we’re looking at you, companies with slides in your offices!). Here’s how credit unions can create engaging workplaces that, well, actually work.

By Erik Payne | Dec. 6, 2013

What can credit unions learn about their business model from the Amazon CEO's interview on 60 Minutes?

By Mark Reed | Nov. 11, 2013

What effects does a robust credit card portfolio have on a credit union's financial performance?

By Drew Grossman | Oct. 29, 2013

Seeman talks about income, tight margins, and how to remain competitive in a low interest rate environment.

By Mark Reed | Oct. 14, 2013

The number of branches a credit union has can impact its financial performance, from balance sheet growth to efficiency and productivity.

By Janet Lee | Sept. 3, 2013

By Drew Grossman | Sept. 2, 2013

The Washington credit union is turning its indirect lending program into a 100% electric business by October 1.

By Sharon Simpson | Sept. 2, 2013

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

By Aaron Pugh | Sept. 2, 2013

Credit unions are finding a middle ground between being large enough to scale and nimble enough to maneuver.

By Erik Payne | Sept. 2, 2013

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

By Andrew Bolton | Aug. 26, 2013

By Mark Reed | July 22, 2013

An examination of the planned merger of Pioneer and Capital credit unions in Wisconsin.

By Finastra | July 8, 2013

Electronic bill presentment and payment (EBPP) options bring new benefits for credit unions and help cement relationships with business members.

By Sharon Simpson | June 17, 2013

A Q&A with Amy Perez, assistant vice president of retail lending at Grow Financial Credit Union.

By Sharon Simpson | May 22, 2013

How Space Coast Credit Union re-established its net worth after merging with a troubled credit union.

By Brooke C. Stoddard | May 21, 2013

Joe Brancucci, CEO of GTE Federal Credit Union, shares his perspective on positioning the Florida cooperative for the future.

By Mark Reed | April 12, 2013

By Mark Reed | April 11, 2013

By Melissa Forsyth | April 10, 2013

Element uses call-ahead services to make the most of its technology, as well as its members' time.

By Mark Reed | April 10, 2013

By Mark Reed | April 9, 2013

By Christopher J. Johnson | April 9, 2013

Five key questions to ask about your credit union.

By Yun Ma | April 8, 2013

CEOs of big and small credit unions share their secrets for generating income with less cost.

By Sharon Simpson | April 8, 2013

APCO Employees Credit Union keeps its operational edge through economic booms and busts.

By Drew Grossman | April 8, 2013

Maroon Financial Credit Union lowered its efficiency ratio by generating more revenue from an expanded mortgage origination campaign.

By Aaron Pugh | April 8, 2013

How to use readily available resources, people, and technology to trim the excess and hit your efficiency stride.

Partner Perspective
Banish The Burden Of Paper

By | April 8, 2013

Cooperatives can save thousands by implementing an electronic document platform.

By Parth Kapoor | April 8, 2013

Although credit unions spent more in 2012 for every dollar of income, their operating expenses as a proportion of total assets actually declined.

By Mark Reed | April 8, 2013

By Andrew Bolton | Feb. 1, 2013

Callahan & Associates predicts the winner of Super Bowl XLVII through analysis of local credit union data.

By Aaron Pugh | Jan. 14, 2013

A Texas credit union looks to vendor management, conversion-related momentum, and a healthy dose of skepticism to build an expansive technology base without breaking the bank.

By myCUmortgage | Jan. 7, 2013

As sources for revenue decrease, lenders must get the most out of each loan and be aware of how their pricing stacks up to the competition.

By Cummins Allison | Jan. 7, 2013

Achieve weekly teller productivity increases through streamlined coin handling.

By Aaron Pugh | Dec. 31, 2012

Element Federal has lessons for all credit unions when it comes to innovation.

By Rebecca McClay | Dec. 10, 2012

University of Iowa Community Credit Union reported 22.3% in loan growth in the third quarter with a business model that tracks efficiency “almost fanatically.”

By Rebecca Wessler | Nov. 26, 2012

How Des Moines Police Officers’ Credit Union digs deep within its closed field of membership to find opportunities and ranks No. 1 in Callahan’s ROM index.

By Callahan & Associates | Nov. 5, 2012

A credit union emphasizes virtual access over brick-and-mortar but sees value in strategic location placement.

By Aaron Pugh | Nov. 5, 2012

Alternative branching strategies can help carve out a foothold in the community, but embracing space is key to ongoing development.

By Aaron Pugh | Nov. 5, 2012

Technology can create branch efficiencies and versatility while enhancing member convenience.

By Aaron Pugh | Oct. 29, 2012

The contact center can become a powerhouse of loan activity with the right sales strategy.

By Cummins Allison | Oct. 15, 2012

One institution increased branch visits substantially, yet saved 41 teller hours per location by offering this innovative service.

By Mark Reed | Oct. 9, 2012

Credit unions are weighing opportunities for growth against increased expenses.

By Callahan & Associates | Oct. 9, 2012

How changing member preferences and technology are impacting branch strategies.

By Alogent | Oct. 9, 2012

Mountain America Credit Union positions itself for the future of self-service banking.

By Aaron Pugh | Sept. 28, 2012

Credit unions must balance good judgment with calculated risk to stay relevant.

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 | Sept. 10, 2012

The ability to create shared member value differentiates credit unions from other financial services providers.

By Bailey Reutzel | Sept. 10, 2012

Instant issuance card programs are increasing physical card activation, usage, and member satisfaction.

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 | July 25, 2012

Learn to operate more efficiently to retain member benefits in a low rate environment.

By Brad Miller | May 14, 2012

Blockbuster hit “Moneyball” offers several lessons in the value of flexible strategies.

By Lydia Cole | April 23, 2012

Mid-sized credit unions report significant variation in both the operating expense and efficiency ratios for several reasons.

By Credit Union Direct Corporation | March 5, 2012

One credit union's auto lending revenue increased 14% after it switched point-of-purchase providers. How can you identify if there is a vendor partner better suited for you?

By Kelley Blue Book | March 5, 2012

Once upon a time, auto financing was easy. With the right approach and the right information, it can be again.

By Aaron Pugh | Feb. 28, 2012

As electronic options for financial services continue to expand, so do security concerns. Are biometrics the answer?

By Aaron Pugh | Feb. 13, 2012

A $25M institution discusses the pros and cons of early adoption and industry innovation.

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 Callahan & Associates | Jan. 1, 2012

Credit union are increasing technology spending in 2012, with budgets calling for investments that enhance member self-service capabilities and interactions as well as improve internal efficiences.

By Aaron Pugh | Nov. 7, 2011

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

By | Oct. 17, 2011

Credit unions can improve your virtual communication strategy in these four key areas.

By Aaron Pugh | Oct. 3, 2011

CommunityAmerica uses diverse branch types and an emphasis on relationships to ensure brick and mortar is worth building.

By Aaron Pugh | Oct. 1, 2011

Credit unions forfeit an aerage of $30,000 per year, per branch in undue labor costs, but next generation infrastructure can rein in expenses and streamline the member experience.

By Lydia Cole | Oct. 1, 2011

Does your credit union Board and executive team understand the terms, definitions, formulas, and metrics they see on the balance sheet and income statement? Share this quiz at your next Board meeting or executive staff retreat.

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 Callahan & Associates | Oct. 1, 2011

Teller pods are an innovative answer to creating a memorable in-branch experience. Avoid these common pitfalls to optimize the benefits without increasing costs.

By Aaron Pugh | Sept. 26, 2011

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

By Aaron Pugh | Sept. 19, 2011

There are no easy solutions to drive adoption, but a combination of information and influence helps paper lovers make the switch.

By Rebecca McClay | Sept. 14, 2011

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

By Thomas Cullen | Aug. 15, 2011

This Maryland credit union pursues efficiency by examining its processes and querying its peers.

By | Aug. 15, 2011

This Maryland credit union pursues efficiency by examining its processes and querying its peers.

By Thomas Cullen | Aug. 8, 2011

This Washington state credit union emphasizes cross-training and the cooperative culture to generate robust branches.

By | Aug. 8, 2011

This Washington state credit union emphasizes cross-training and the cooperative culture to generate robust branches.

By Rebecca McClay | Aug. 4, 2011

USE credit union saves more than $12K while proving credit unions can rank in the top tiers of energy efficiency.

By Thomas Cullen | Aug. 1, 2011

Everyone’s talking about mobile banking. How will things change, and what are credit unions doing about it?

By Thomas Cullen | July 19, 2011

Personal debt, grocery deals and extreme couponing are in the news. Throw in some facial recognition, and let's see what it all means for credit unions.

By Aaron Pugh | July 18, 2011

Front-line representatives aren’t just the first contact point for members. They’re a key figure in the efficiency equation.

By KES Group, LLC | July 4, 2011

There are commonalities to sustainability that apply to every business, and it is a strategy that has proven to be profitable.

By Aaron Pugh | July 2, 2011

Credit unions with a local commitment and a national eye can learn a lot from United Federal's example of growth.

By Aaron Pugh | July 1, 2011

Intuitive product development and positioning helped turn on the tap for new lending in a Florida community.

By Aaron Pugh | June 28, 2011

Stress and the avoidance of it can affect every aspect of your business.

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 Thomas Cullen | June 14, 2011

Small businesses need help, consumers don't like fees, and your credit union needs a mobile strategy.

Tech Time

By Thomas Cullen | June 13, 2011

Credit unions must make smart decisions when deciding how to spend technology dollars.

Tech Time

By Thomas Cullen | June 13, 2011

Credit unions must make smart decisions when deciding how to spend technology dollars.

By Alix Patterson | June 6, 2011

Operate efficiently, without sacrificing member value.

By Aaron Pugh | May 23, 2011

Members have different reasons for cutting back on fuel usage, but the time is right to help them break some dependence and save money in the process.

By | May 17, 2011

Bob McKay, executive vice president and chief operating officer at Baxter Credit Union ($1.6B, Vernon Hills, IL), shares how the credit union reviews its process efficiency. McKay reviews the net promoter score and offers an example of how the scores and the credit union’s surveys helped improve issues in the mortgage department

By Thomas Cullen | May 16, 2011

University Federal Credit Union uses fresh thinking and smart operational decisions to stay lean.

By Thomas Cullen | May 16, 2011

A Washington state credit union turns its diminutive size into a demonstrable advantage.

By Aaron Pugh | May 11, 2011

Microsoft is a believer in video conferencing. How about you?

Less is More

By Callahan & Associates | May 5, 2011

Institutional efficiency helped carry credit unions from recession through recovery.

Nice and Lean

By Thomas Cullen | May 2, 2011

The best way to achieve efficiency is to understand what it is and how to identify its absence.

By Thomas Cullen | April 26, 2011

Netflix is pushing the envelope, rent is becoming less affordable, and people are wondering if the economy can keep its strength.

By Alix Patterson | April 25, 2011

An economy that is bubbling to life makes big changes and financial successes easier to come by.

By Lydia Cole | April 25, 2011

Operating expense to income, efficiency, members per employee: Three metrics to evaluate your credit union and bridge the gap between macro trends and micro performance.

By Lydia Cole | April 18, 2011

Delinquency, return on assets, net worth to assets: Three metrics to evaluate your credit union and bridge the gap between macro trends and micro performance.

Partner Perspective
Enterprise Risk Management

An enterprise risk management program can increase efficiency, profitability, and financial performance.

By Aaron Pugh | April 1, 2011

Environmental and societal changes necessitate a strategic approach to growth. As credit unions expand profitability analysis, how do they toe the line between fiscal stability and duty to members?

By Brooke C. Stoddard | April 1, 2011

One credit union's response to a Board's loss of appetite for borderline net worth.

By Callahan & Associates | April 1, 2011

Go beyond standard tactics with a strategic perspective.

By Aaron Pugh | March 10, 2011

With cloud gazing, much depends on interpretation. When it comes to cloud computing, some see storms and others see dollars signs.

By Andrew Bolton | Feb. 17, 2011

How well did credit unions manage expenses in 4Q 2010?

By Thomas Cullen | Feb. 3, 2011

Credit unions are increasing efficiencies in the workplace and contributing to local economies.

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 Aaron Pugh | Jan. 10, 2011

Palisades Federal takes its branching strategy to the street.

By Thomas Cullen | Jan. 6, 2011

A look at three small businesses that failed in 2010 is informative for credit unions.

By Aaron Pugh | Jan. 3, 2011

Remote teller systems provide more than a decade of convenience, safety, and efficiency for one Baltimore credit union.

By Rebecca Wessler | Jan. 3, 2011

Credit unions use profitability management to enhance membership value.

By Thomas Cullen | Dec. 27, 2010

From enhanced expertise to reduced overhead and stress, the benefits of joining a CUSO are evident.

By Alix Patterson | Oct. 25, 2010

Credit unions manage expenses despite economic challenges.

By FIS | Oct. 11, 2010

Virginia Credit Union uses business intelligence tools to build members for life.

By Thomas Cullen | Oct. 7, 2010

Blockbuster didn’t adapt fast enough for an industry in flux. Credit unions can learn from the retailer's mistakes.

By Callahan & Associates | Oct. 1, 2010

Focus on five areas to maximize efficiency and minimize expenditures.

By Callahan & Associates | Oct. 1, 2010

Credit unions can benefit from the next evolution in technology.

By Thomas Cullen | Sept. 30, 2010

Southwest Airlines bought AirTran in an uncharacteristic move. The boldness is something credit unions might want to imitate.

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 Jay Johnson | Sept. 2, 2010

Opportunities and challenges in an uncertain environment

By Brooke C. Stoddard | July 5, 2010

Despite stringent measures implemented in 2008, Arizona State Credit Union demonstrates it is good at helping people.

By Denise Senecal | July 5, 2010

Allegacy Federal Credit Union offers an integrated investment services program to its members.

By Callahan & Associates | July 1, 2010

During the "Great Recession" credit unions outperformed banks in many areas.

By Brooke C. Stoddard | April 5, 2010

John Tippets talks about the economy, California’s stinging real estate market, and the credit union’s return to its core competencies.

By Alogent | March 29, 2010

Enhance member service, cut costs, and take control of a vital operation.

Make the Call

By Rebecca Wessler | March 15, 2010

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

By Chris Tissue | Feb. 17, 2010

Check off these six degrees of SEG relationships to assure you aren’t six degrees away from your potential members!

By Rebecca Wessler | Jan. 1, 2010

Tyndall's performance-based culture maximizes efficiency and incentivizes employees.

By Synergent | Nov. 16, 2009

Credit unions are facing critical points for core processing replacement over the next few years. Credit union CEOs and their boards need to look ahead at where they want to guide their institution to handle today’s changing market forces and regulatory developments.

By | Nov. 9, 2009

The speed at which deposit capture tools have evolved since Check 21 legislation was enacted in 2004 has been dizzying. In five short years, we’ve seen branch capture, merchant capture, ATM capture ... and now teller capture.

By | Nov. 2, 2009

Since some of the larger financial institutions around the country that were doing indirect lending have all but abandoned it, there is now a great opportunity for credit unions to step into the void and serve those members and potential members. Smart credit unions have done so successfully while managing risk effectively.

By Nick Connors | Oct. 26, 2009

Place your bets, because this article predicts the winner of this year’s World Series by conducting an analysis of credit union performance in Pennsylvania and New York.

By | Oct. 5, 2009

In a mortgage market that is unpredictable at best, lenders can tap technology to lower processing costs and provide better pricing and service to borrowers.

By Brooke C. Stoddard | Oct. 1, 2009

Sandia Labratories was conservative in the boom times, and is applying efficiencies now that give it sound financials.

By Callahan & Associates | Oct. 1, 2009

As the economic downturn continues, many financial institutions have adopted conservative policies toward the management and expansion of their branch networks.

By Brooke C. Stoddard | Sept. 28, 2009

MidWest America has been growing at a healthy rate all the while cutting spending, in no small part because employees submit good cost-trimming ideas.

By | Sept. 14, 2009

Budget season is upon us, ROA numbers are tighter than ever and credit unions continue to look for ways to save $$$. A new digital communication tool is overcoming member inertia, growing business and has saved four credit unions over $22,000 per year in less than a week. Read how...

By | Sept. 7, 2009

Good times breed routine evaluations for efficiency gains – tough times mandate efficiency improvements as a life-line. What is your credit union doing? Are you looking at technology to improve your back office operations?

By Nick Connors | Aug. 10, 2009

Preliminary June data shows a number of key credit union efficiency and productivity metrics received a boost in the second quarter.

Partner Perspective
Why MCIF = Abs of Steel

By Marquis | Aug. 10, 2009

For many marketers, learning to use an MCIF or even carving out the time required to manage one is either unsavory, impossible, or both.

By Elliott Kashner | July 27, 2009

Many of the economic, social, and cultural trends that played into the credit union advantage may be nearing an end, shifting the credit union growth strategy from member and deposit acquisition to retention.

By Elliott Kashner | July 13, 2009

Three mutually reinforcing relationships at the core of the virtuous cycle promote credit union growth, even during times of economic fluctuation.

By Lydia Cole | July 6, 2009

When measuring your investment services program’s performance, it is critical to understand how individual benchmarks represent a piece of the puzzle. If considered separately, the individual metrics do not tell the whole story as to how the program’s management team should improve the program’s overall productivity.

By Callahan & Associates | July 1, 2009

Especially in these times, every credit union seeks new ways to further streamline their operations. Member Relationship Mamagement (MRM) can help every credit union become more efficient, while at the same time helping their front line staff in providing better service and improving cross-selling efforts. And who doesn't want these things?

By Callahan & Associates | July 1, 2009

Estatements and email marketing are becoming critical marketing and information channels, as credit unions strive to gain efficiencies without decreasing member service.

Partner Perspective
Small Branch Strategies

By Bancography | June 29, 2009

Branch convenience is paramount to members; it is the predominant venue for new account sales.

By Lydia Cole | June 22, 2009

When measuring your investment services program’s performance, it is critical to understand how individual benchmarks represent a piece of the puzzle. If considered separately, the individual metrics do not tell the whole story as to how the program’s management team should improve the program’s overall productivity.

By Lydia Cole | June 1, 2009

This data, from the Crowe Report on Branch Performance, demonstrates the differences in financial institution branches and staffing models.

By Callahan & Associates | May 18, 2009

By Nick Connors | May 11, 2009

Preliminary 1Q results show a mixed bag for efficiency metrics, as credit unions look to manage their expense levels to stay in the black.

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 TransUnion | April 27, 2009

"Collections" is not a bad word in this economy. Learn how to employ member-centric collections strategies to retain members, educate them on fiscal responsibility, and in the long run, strengthen their loyalty to your credit union.

By Finastra | April 20, 2009

By streamlining workflows and pumping up self-service offerings, credit unions can create a leaner, more productive operation to offset shrinking margins.

By Nick Connors | April 20, 2009

Credit unions saw mixed results in the year-end performance of key productivity and efficiency measures, making selecting the right metrics to measure your own credit union even more important.

By NACUSO | April 6, 2009

Sometimes things are so clear that they are almost self-evident. For credit unions it is clear the credit union model is evolving in front of our eyes.

By Denise Senecal | April 6, 2009

Facing continued financial pressures, how do credit unions decide which technology investments to keep and which to cut?

By Lydia Cole | March 30, 2009

Callahan’s Return of the Member score quantifies member value. But do leading credit unions in this metric also demonstrate above average financial performance?

By Sam Brownell | March 2, 2009

With branch investment growing, how are credit unions measuring the success of this important delivery channel? For many credit unions, both internal and external metrics are used to understand the success of branches.

By Lydia Cole | Feb. 23, 2009

A peer group comparison demonstrates larger branch networks can increase operating expenses, but the right approach can drive growth and increase sales productivity.

By | Dec. 1, 2008

Be ahead of the curve. Be ready to cut loose assets with losses looming, and take active control of assets that should be kept to preserve principal. We explore these concepts in the following article.

By Kathleen Peterson | Oct. 13, 2008

Call Quality Programs in call centers are an important element in monitoring and improving the Member’s experience, as well as measuring the effectiveness of people, process and technology.

By Denise Senecal | Oct. 6, 2008

Current trends offer insight and ideas for targeted messages to promote credit union bill pay.

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 Callahan & Associates | Oct. 1, 2008

Contactless cards are the way of the future. What are the advantages of offering these cards and what does their future look like?

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.

By Dane Coalson | Sept. 15, 2008

Located in an area that was ravaged by the recent Iowa floods, Metco is helping their members cope with the aftermath.

By Mike Weber | Sept. 1, 2008

Members 1st FCU finds early success with recent launch of private student lending solution.

By Lydia Cole | Sept. 1, 2008

Chartered in 1935, Justice Federal serves as the Department of Justice, its associated agencies including the FBI and DEA, the Department of Homeland Security, the Courts of the District of Columbia and law enforcement affinity groups.

By Lydia Cole | Sept. 1, 2008

A CEO offers advice from the trenches on helping members in a struggling local economy.

By | Aug. 25, 2008

You’ve planned carefully, done the research. You’ve crafted creative copy guaranteed to make an impact. Even scrubbed your email list to ensure its accuracy. Hit the send button and then it happens…

By Kathleen Peterson | Aug. 18, 2008

Turnover in the call center is very much like a fuel leak - only the fuel that is leaking is talent. The impact areas to your operation are multiple, significant, and costly.

By Equifax Inc. | Aug. 11, 2008

“Going green” really can add to your bottom line.

By | July 28, 2008

The benefits that credit unions can gain by strategically deploying Internet-based mortgage-origination technology include saving time, improving productivity and growth.

By Marissa McGee | July 21, 2008

Your credit union’s website is one existing marketing channel that can increase your member knowledge and enhance the effectiveness of the credit union’s online sales strategies without increasing the budget.

By Mike Werstuik | July 21, 2008

With the sub-prime mess continuing to cripple some lenders, credit unions remain relatively unharmed. How can they now leverage the internet to further seize this business opportunity?

By Brooke C. Stoddard | July 1, 2008

Keeping track of the fast-moving technology and separating the useful from the hyped is the job of IT specialists.

By Callahan & Associates | July 1, 2008

In a recent speech, Federal Reserve Chairman Bernanke stated that due to recent Fed intiatives, credit markets are functioning more efficiently but are still far from normal.

By ALM First Financial Advisors | June 30, 2008

To reduce the interest-rate risk inherent in mortgage lending, be sure to evaluate the efficiencies of selling loans, leveraging or hedging.

By Jim Cardwell | June 2, 2008

Learn six vital factors to effective working relationships between the Board and the CEO's team.

By Ray Springsteen | May 26, 2008

For many credit unions, the call center plays an extremely important role in the organization. With a unit as important as the call center, selecting the right metrics to monitor is vital.

By Mike Werstuik | May 19, 2008

In 2007, 246 credit unions were merged. Why are these credit unions merging and how do you best analyze a merger partner to ensure the best possible outcome?

By | April 21, 2008

Today's lending environment has an imperative to be innovative and automatic while maintaining and growing lending volumes. A tight credit environment demands efficiency at all levels. Did you know that without automation, it can take up to seven hours to process 30 loan applications? With automation, the same loans can be processed in less than an hour with existing staff.

By Ray Springsteen | April 7, 2008

Three credit unions focused on branch performance demonstrate the effects of their productivity on the bottom line.

By The Members Group | Jan. 21, 2008

Learn three ways you can not only reduce your expenses but also increase efficiency and better protect member data.

By Pete Snyder | Jan. 7, 2008

Credit unions’ retail investment services programs have moved beyond early adopter and growth phases. How can your program expand and maintain productivity and quality?

By Callahan & Associates | Dec. 24, 2007

With a focus on efficiency strategies, Lisa Jennings, CFO of Pentagon FCU ($10.5B, Alexandria, VA), joined Robert Windsor, CEO of First Financial Credit Union and Jay Johnson, EVP of Callahan & Associates to talk about why the credit union industry has no choice but to become more efficient

By Jay Johnson | Nov. 12, 2007

Some see mergers as the way to gain greater scale, reach and efficiency. However, it is not clear that size brings greater efficiencies in credit unions. Credit unions can instead look to gain scale effectiveness through collaboration.

By | Sept. 24, 2007

Even though your organization may seem “unsinkable,” are you making sure that unseen issues will not capsize your projects before they even get off the ground.

By Nick Connors | Aug. 13, 2007

The call center is a vital component of any credit union's back office, and increasing its efficiency has become a key focus for many credit unions.

By Ryan Sherwin | Aug. 13, 2007

With 168 First Look credit unions reporting second quarter data, credit unions continue to outperform the market in mortgage originations.

By Claire Dayrit | July 30, 2007

One of the largest education credit unions in the country recorded exceptional results mid-year, setting the stage for a strong 2007.

By My Credit Union | July 30, 2007

If you are struggling to choose between an intranet, portals and Sharepoint, perhaps a product that takes the best of all three is in order?

By Jay Johnson | July 16, 2007

The net interest margin reached a new low in the first quarter, and credit unions must focus on the area that is under their control – managing operating expenses.

By Nick Connors | June 25, 2007

There are many ways to measure a credit union’s efficiency. No matter how you slice it, the numbers show a wide variation in how efficient CUs are.

By Nick Connors | June 18, 2007

Tyndall FCU’s performance-based culture has resulted in a dramatic increase in sales productivity, teller transitions and a $1 million cost savings in less than two years.

Partner Perspective
Omigosh! We need more people!

By fiVision | April 30, 2007

Sound like a familiar request? If you are growing – or want to – it most likely does sound familiar. Perhaps it is time to consider some moves to make your current team more productive without adding new employees

By Jay Johnson | March 26, 2007

While size and scale help the largest credit unions, growth is not guaranteed. It is how they leverage their scale to gain greater efficiencies that translate to higher member value.

By | March 26, 2007

Avoid the easy-to-fall-into blunders and make winning, collaborative decisions as you prepare for future success.

By My Credit Union | March 5, 2007

A growing mortgage portfolio might bring loan-servicing challenges such as technology, staffing limitations, and increased regulatory requirements. A smart solution is sub-servicing.

By | Feb. 5, 2007

As 2007 stands before us, can your credit union afford to miss its strategic goals? Learn five tips to better lead your organization toward successful strategy execution

By | Nov. 20, 2006

Do you ever need information and then waste time looking for it? A three-step approach to information management solves this problem and increases managerial effectiveness.

By Paul Seizert | Oct. 16, 2006

Data indicates diverging trends in the efficiency ratio between credit unions and banks. Are credit unions improving or falling behind the competition?

By Paris Ward | Aug. 14, 2006

With net interest margin at its lowest level in recent history, credit unions will need greater focus on expense control to overcome the earnings squeeze.

By Scott Trubisz | May 22, 2006

Putting information, processes, and documents in a common digital interface creates staff efficiencies, consistencies, and preserves institutional knowledge.

By Scott Trubisz | Sept. 26, 2005

2005 saw credit unions using technology to adapt to an environment of tighter margins and slow member growth. By leveraging technology to improve the new account opening process, credit unions can reduce operational costs and create a positive first impression for new members.

By Felicity Skudin | May 16, 2005

As interest income shrinks and operating expenses rise, credit union executives must carefully examine how each investment enhances member benefits.

By | May 2, 2005

Industry purchasing strategies help credit unions realize large increases in tangible earnings. Implementation of procurement software leads to a rapid ROI and decreased business costs.

By Scott Patterson | July 12, 2004

Streamlining various channels of processes, such as those involved with loan applications, into one comprehensive procedure makes doing business on the Internet a powerful driver of organizational efficiency.

By Joe James | July 5, 2004

The efficiency ratio can be a valuable tool for measuring how effectively a credit union is minimizing expenses while also generating income. Find out more about what the ratio is and who some of the industry leaders are.