Dupaco Credit Union, a $3B institution headquartered in Iowa, is proving that you can compete – and win – in a Fintech-dominated market. By partnering with MANTL, Dupaco Credit Union increased the volume of new member accounts opened online by 300% and the majority of deposits entering their institution are from a leading fintech. Dupaco also became one of the first credit unions in the country to digitize the business member account opening process. Today, Dupaco can open a new business account in just thirteen minutes in-branch with a 98% approval rate.

In this dynamic conversation, Tami Brandenburg, Vice President, Member Service at Dupaco Credit Union, joins David Carlson, VP of Sales at MANTL, to share how a modern, omnichannel approach to account opening has transformed Dupaco’s member experience and fueled business and retail deposit growth. Together, they’ll explore how turning digital transformation into a competitive edge, boosting acquisition, improving the member and employee experience, and driving efficiency across all banking channels will allow you to compete in a digital-first account opening landscape.

Key takeaways:

• How to Win in a Fintech-Dominated Market: Discover how a fully integrated, digital-first account opening strategy can help your credit union compete with leading fintechs.

• Modernize the Branch Experience: Why a reimagined in-branch experience is no longer optional—and how Dupaco is saving up to four hours per day on in-branch account opening.

• Frictionless Business Member Onboarding: Learn how to digitize business member onboarding to strengthen ties with local businesses and the broader community.

• Efficiency That Scales: Discover how the right digital tools enhance both the employee and member experiences, resulting in efficiency gains across your entire institution.

Produced and sponsored by: 

The post How to Compete with Fintechs: A Dupaco Credit Union Success Story appeared first on CreditUnions.com.

Your digital experience is a direct reflection of the care and service you’re known for in your branches and communities. That’s why enhancing your platform now isn’t just smart – it’s a way to deepen trust, improve lives, and make it easier for your members to thrive.

Here are four ways you can start.

1. Show Up When It Matters Most

Members don’t always need help during business hours.

Sometimes it’s in the middle of a busy morning, or late at night when a question can’t wait. Adding secure messaging, video chat, and screen sharing to your digital experience makes it easy for members to reach out on their terms.

With tools like Banno Conversations, your team can guide members digitally without losing the personal touch you’re known for. It’s a way to remove frustration, solve problems faster, and show up with support that feels human – even through a screen.

It’s not about technology for technology’s sake.

It’s about meeting people in their moments of need and helping them feel seen, heard, and taken care of. And that’s something credit unions already excel at.

2. Help Members See The Big Picture

Most people today have financial accounts scattered across multiple providers.

That fragmentation can make it hard to make confident decisions – or even know where things stand. When you offer secure, bi-directional account aggregation, you’re giving members a way to pull everything together in one place: your credit union.

Available through the Banno Digital Platform, aggregation powered by Mastercard^® and Finicity means members can view external accounts right alongside their credit union ones. That’s not just convenient – it’s powerful.

Because when members can see everything, they can finally act on it. And you gain insight to support them in smarter, more personalized ways.

3. Learn What’s Working

Digital usage data can show you so much more than logins and session counts.

With advanced analytics built into your platform, you can see how members navigate your tools, where they get stuck, and what features they love most. Those insights mean you can make things easier, spot opportunities, and even create more meaningful member outreach.

And when you understand what’s really happening in your digital experience, you’re better equipped to serve every member – no guesswork needed.

4. Let Small Businesses Start Strong – And Stay With You

Small businesses are the heart of your community – but most don’t use credit unions as their primary financial institution. Why? Because many feel they have to choose between personal support and powerful tools.

You can change that.

With a scalable experience like Banno Business, small business owners can start with familiar tools and grow into more robust features as their needs evolve. Whether it’s toggling on invoicing and payment acceptance through Autobooks or using Conversations for Business to securely approve transactions, they can do it all inside your digital experience.

That means less reliance on third-party fintechs – and more loyalty to the credit union that made it all possible.

Let’s Make It Easier – For You And Your Members

You don’t have to take on all four enhancements at once.

Even one step forward can make a real difference for your members, especially as expectations keep rising. When you’re ready, Jack Henry solutions like the Banno Digital Platform and Banno Business are already built to help you deliver.

Ready to learn more? Contact us to level up your digital banking experience.

The post 4 Ways to Make Your Digital Experience Work Harder for Members appeared first on CreditUnions.com.

After changing charters in 2023 from community to multiple common bond, the credit union rapidly expanded into new, more geographically diverse areas. Suddenly its membership wasn’t just in the Leigh Valley of Pennsylvania. Now, People First serves members throughout New Jersey, Ohio, and West Virginia, as well.

To effectively serve these areas, the credit union adopted a digital-first approach for the new territories while maintaining a traditional service model in its original footprint.

“We’ve essentially upgraded to function as both a digital credit union and a traditional one,” says CEO Howie Meller.

Today, People First has nine branches in its traditional service area. In the new territories, smaller branches serve primarily as points of contact while heavily relying on technology. This includes an entirely new onboarding process for new members when they join online.

“The first 45 days are crucial in terms of the conversations we hope to have and intentionally reaching out. After that, it’s kind of set it and forget it. We want to keep them informed of what we’re doing and that we’re available whenever they want to speak to us.”

Meeting Members Where They Are (Online)

It makes sense why more financial institutions are investing in technologies that improve their digital banking experience. PYMNTS Intelligence research released in December found that 80% of Gen Z and 81% of millennials report digital banking as their core banking preference.

“People just want to be able to bank anywhere, anytime that they want, and our membership is diverse. They just have different ways they want to go about doing their banking,” Meller says.

Meller says it takes about three minutes for a new member to open an account online. Assuming they meet all the requirements of membership, they’re able to begin using the account immediately, with a debit card to follow in the mail soon after.

“We’re working on a digital wallet right now as well, but until we get that, they have to wait for the plastic to be sent to them,” the CEO says.

The next day, the new member receives a phone call from a staffer on the People First onboarding team. The conversation usually involves thanking the new member for joining, explaining what to expect, and exploring any additional needs the credit union might be able to meet. From there, their information is loaded into HubSpot, a popular marketing tool the credit union adopted to enhance its communications.

Once the credit union knows a member’s buyer persona, the correspondence they receive is customized through HubSpot based on those preferences. That way members aren’t inundated with irrelevant emails, and they’ll get the best financial advice and offers for their personal situation.

“We’ll know right away whether or not we can offer them a credit card or an auto loan or a home equity,” Meller says. “So, they may receive some information about that from us as well.”

Between digital channels and follow-up phone calls from staff, the full onboarding process takes a little over a month.

“The first 45 days are crucial in terms of the conversations we hope to have and intentionally reaching out,” Meller says. “After that, it’s kind of set it and forget it. We want to keep them informed of what we’re doing and that we’re available whenever they want to speak to us.”

Communication has been the biggest challenge with this new approach. For example, how many touchpoints is too many? It took some troubleshooting to figure out how to not over-communicate with members while also making sure they don’t feel neglected.

“We also integrated interactive teller machines [ITMs] into a lot of our locations at the same time we rolled out this onboarding process,” Meller says. “That meant training our staff on how to have an effective conversation that way rather than face-to-face, which can be a lot different.”

A Measurable Impact On Member Satisfaction

People First sends members surveys twice a year to gauge how happy they are with the credit union. Since introducing this new onboarding process as a part of its digital-first approach, the credit union’s Net Promoter Score has risen

“Members really enjoy having the flexibility to have that conversation either through the interactive tele-machine, the digital banking app, or just via text,” Meller says.

Meller adds that members also complete quick surveys as a part of any interaction they have with the credit union. This is done through a partnership with Qualtrics. Members are prompted to give an answer out of five stars. Right now, People First’s average is a score of 4.84.

“I’m pretty impressed by that. It’s great to see members are really enjoying and pleased with the services we’re providing through the alternate channels,” Meller says.

To further expand its availability to members, People First plans to introduce a second shift to accommodate those who have difficulty accessing services during regular banking hours. This shift will last until 11 p.m. and is expected to be introduced by early 2026.

In the meantime, continuing to embrace technology remains a big part of the credit union’s strategic vision. For example, the credit union’s partnership with Eltropy allows for easy document signings and the ability to navigate conversations through either voice, chat, or video seamlessly. People First has also adopted AI to automate certain internal processes, such as remote process automation.

“We all offer the same products. We all offer the same services, but it’s how we deliver on what we’re offering that makes a difference,” Meller says. “Otherwise, you’re not going to be around forever. That’s why you need to embrace the changes.”

What Hurdles Stand In Your Way? Every quarter brings another chance to tackle the projects that provide a first-class member experience across your entire footprint. If that seems daunting, Callahan Executive Roundtables offer C-suite executives the chance to collaborate with like-minded leaders on upcoming strategies, discuss roadblocks and lessons learned, share successful strategies, connect on industry hot topics, and more. What are you waiting for? Learn more today.

The post Member Onboarding For The Digital Age appeared first on CreditUnions.com.

Top-Level Takeaways

• UFCU’s mobile branch is breaking down barriers for underserved communities by providing convenient access to essential banking services, financial education, and trusted support right where people need it.
• The credit union builds trust by offering bilingual services, fostering personal connections, and partnering with local organizations to understand and meet the financial needs of residents.

Banking looks a lot different for Americans today than it did a decade or two ago. Unfortunately, even with evolving technologies that offer accessibility and convenience, millions of people remain under or unbanked.

In 2023, 5% of census tracts in Texas were classified as banking deserts, with another 5% at risk of becoming a desert if a branch were to close. This includes several regions surrounding the state capitol, home of University Federal Credit Union ($4.1B, Austin, TX).

Those who are unbanked must rely on alternative financial products and services such as payday loans, money orders, and pawn shop loans. In doing so, they run the risk of falling prey to high fees and even fraud.

Chris Turnley, UFCU’s executive vice president of member experience, says addressing this challenge has been a priority for more than a decade.

“People who are underbanked are 10 times more likely to use a check-cashing service than those who aren’t,” he says. “That really stuck out to us.”

Three years ago, UFCU proposed a new solution: If the community can’t easily access the credit union, then the credit union would bring a branch to the community.

UFCU unveiled its mobile branch at an event on Aug. 5, 2024, that featured a ribbon-cutting ceremony with community leaders and elected officials. The vehicle is the first of its kind in central Texas. Turnley says the goal is to better understand and serve the needs of these hard-to-reach communities.

“Our members are already here,” he says. “So, how do we remove some barriers?”

Driving Member Financial Success

UFCU’s mobile branch is equipped with all of the same security and services its brick-and-mortar locations provide. This includes ATM access, account set-up, instant-issue debit cards, and loan applications. It’s also outfitted with multiple monitors and speakers, giving it a vibrant, high-tech feel.

“We want it to be fun,” Turnley says. “We want people to be proud to be a part of it and not feel like they are getting second-rate services.”

In addition to banking services, the mobile branch also provides an opportunity to expand access to educational resources, from materials members can take home with them to presentations hosted by staff. Indeed, according to Turnley, the most common transaction is people asking questions. This is critical because one of the largest challenges for UFCU is establishing trust.

“These are people who might have been taken advantage of in the past, so it takes some time developing that relationship,” Turnley says. “We hire for empathy. That’s always been a big deal for us.”

Another challenge is overcoming the language barrier. Of the more than 961,000 people living within Austin city limits, more than 400,000 are Hispanic and at least 1% speak only Spanish at home.

To address this, the three members of the mobile branch team all are bilingual in Spanish and trained to provide guidance and direction using UFCU resources in both Spanish and English. When the need arises for a different language at a particular deployment, the mobile branch team leans on the larger UFCU team — many of whom speak multiple languages — to ensure they can support (most) desired languages.

Deepening Community Partnerships

Since its launch nearly two months ago, the mobile branch has had a full schedule of appearances in what has been dubbed The Howdy Tour. Its next stop will be Austin Community College’s South Campus on October 8.

In addition to these dates, UFCU has also leaned in on community partnerships, showing up at mobile health clinics, food distribution sites, local festivals, and sporting events.

“Our goal no matter what is to show up,” Turnley says. “It’s important to physically be out in the community and interacting with those we serve, whether we’re setting up a table somewhere or bringing the mobile branch. The first step is showing up.”

By partnering with trusted organizations like Foundation Communities and Equidad, UFCU is able to gain a deeper understanding of the needs of its outlying communities.

Turnley says as important as traditional metrics are, these insights will be invaluable as they will help UFCU eventually establish more permanent branches in these locations.

“What are we learning?” Turnley says. “What are our members telling us? What needs are there and how can we help meet them?”

For now, although UFCU’s mobile branch is still in its infancy, the credit union is optimistic about the positive results it is seeing in regard to member growth, deposits, and lending.

Find Your Next Big Idea At A Callahan Roundtable Join like-minded peers at a Callahan roundtable to talk about challenges, collaborate on solutions, and identify future hot topics. Callahan & Associates helps leaders share best practices — like how to reach unserved communities — build networks, and discover better ways to measure performance. Only a few remain. Find out how you can attend today.

The post UFCU’s Mobile Branch Drives Financial Sense In Underserved Communities appeared first on CreditUnions.com.

In fact, Patelco Credit Union ($9B, Dublin, CA) has been able to do this through its partnership with NCR Terafina.

Innovation for Members

Patelco Credit Union developed a partnership with Terafina for originating HELOC and other consumer loans, along with deposit account opening across the digital, branch, and call center channels. Their team found that they were able to get to market very quickly with Terafina and utilize its flexible platform in special ways. As a result, the Patelco team was able to develop a seamless addition to their digital onboarding process called Check My Rate.

The product enables members to pre-qualify into a Patelco loan product without impacting their credit score. Once selected, the member experience seamlessly transitions into the full application process with data pre-filled. Check My Rate has seen exceptional results thus far, with auto loan application completion rates increasing from 16% to 69%, consumer product application rates up to 70% completion, and application abandonment rates dropping substantially.

Venky Annadurai, Patelco’s vice president of technology, engineering, and development, has found that their technology team needed little support from Terafina to build out their extension of the platform and proclaimed, “The Patelco development team was able to utilize Terafina’s extensible platform and develop Check My Rate easily. The team at Terafina was available to support, however, and we were able to do the heavy lifting ourselves. The ability to buy a proven platform, have it implemented by a qualified team, and then adapt the platform’s capabilities to meet our unique needs was the best decision we made. It has helped us achieve business objectives that would have cost the credit union significantly more time and money if we were to build and later own the capability ourselves.”

Terafina and Patelco Credit Union have continued to maximize their partnership through close collaboration and specific customization of the platform. Kal Majmundar, Patelco’s chief technology officer, stated, “the NCR Terafina platform allows us to expedite integration with third parties to build a compelling and effortless experience for our members.”

Partnerships Key for Growth

Patelco Credit Union has demonstrated a clearly effective way for partnering with innovative companies and extending its capabilities to maximize member experience. It is essential to establish vendor relationships that can provide an exceptional out-of-the-box solution that can be built upon in specific ways to optimize success. With 44% of credit unions expecting to select a new or replacement digital account-opening platform in 2023, it is important for credit unions to find a forward-thinking technology partner with proven experience in creating exceptional omnichannel onboarding experiences for their members.

To learn how other credit unions – including Citadel Credit Union and Harborstone Credit Union – have had success with NCR Terafina and how to optimize the onboarding experience for members, check out our latest white paper by clicking below.

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Since upgrading your tech is a longer process, the fastest way to ensure continued digital channel growth is by giving your frontline the knowledge and confidence they need to ensure a smooth member transition to digital banking.

In this webinar, we’ll lay out the challenges credit unions face and provide actionable solutions for leveling up both your frontline and your member experience.

Sponsored by:

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New member onboarding goes a long way in building lifelong members. When credit unions fail to take full advantage of these initial stages they miss out on the opportunity to develop the depth of relationship they would like. For those institutions that want to make the most of the honeymoon phase, this Callahan Collection showcases several strategies to welcome members and build fruitful relationships.

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I’ve been a part of the credit union movement for more than a decade and have seen what works, and what doesn’t, when it comes to building solid relationships. I joined Callahan & Associates as a client engagement specialist nearly one year ago and have since worked to implement a successful onboarding program. Now, I’m taking that knowledge as well as research I’ve combed from inside and outside the industry on the road or, really, online with 6 Ways To Build A Better Onboarding Program.

What did I miss? What would you add? Leave a comment below.

1. Start With Key Performance Indicators

What does a successfully onboarded member look like at the credit union? Onboarding, which is essentially relationship-building, can be difficult to quantify. Many organizations use metrics such as loan penetration as a key performance indicator (KPI) for measuring success, but there are pros and cons to that. After all, what if the new member isn’t ready for a loan?

Instead, consider what behaviors or habits the member already displays that the credit union can help streamline? That’s a way to make a big impact with little effort from the member in the first 90 days.

Also, consider the value of the data collected during this process. Does the new member have children? Are they planning a family? Have they recently moved? Are they looking for a new job? These are the building blocks of a meaningful relationship.

Finally, steer clear of shooting for the primary financial institution goal. That’s too much too soon for the typical member. Remember, this is the relationship-building stage. Would you marry someone after the first date? New members likely feel the same way.

2. Keep Communication Consistent

I’ve seen a variety of contact formats when it comes to onboarding. Whether you contact your new member once every month, follow the two day x two week x two month method, or choose something else entirely different, consistency is the key to success.

To determine an appropriate onboarding timeframe, consider how long it typically requires for a member to recognize value in credit union membership. This is called time to first value, and you want to make this time period as short as possible. BECU, for example, has a 45-day onboarding timeframe.

And, in an industry where it’s not uncommon for staff members to wear many hats, it might be worth it to invest in a full-time onboarding role, like at Generations FCU. Having a staffer dedicated to the process ensures consistency and accountability.

3. Capture The Why

Most new members don’t wake up one morning and say, I want to open a credit union account. There’s usually a reason they’re opening an account, so make sure the credit union’s onboarding fulfills that need. And when the credit union can’t say yes right away, provide realistic solutions to combat negative online reviews that can hurt the brand.

Capture, and review, the initial reasons members report for joining the credit union. Then, use this data to explore what the credit union is doing well and where there are areas of opportunity.

Remember: this is the relationship-building stage. Would you marry someone right after the first date? Your new member likely feels the same way.

4. Build The People Circle

You are the average of the five people you spend the most time with, says speaker and businessman Jim Rohn. This quote usually applies to professional performance, but it could also pertain to onboarding.

Consider the financial behaviors that exist within a new member’s familial, social, or business relationships. It’s easier to provide a teen’s allowance, pay a colleague back for lunch, or send Grandma emergency funds when one can simply transfer from one account to another at the same financial institution.

Apps such as Venmo and Cash App work to fill this need, but there’s limits to the amount users can transfer. Take the opportunity during the onboarding program to extend membership to the entire family. This is also a good time to offer accidental death and dismemberment and other insurance to sweeten the deal for adding members within the same household.

5. Use Data To Solve Problems

Many credit unions use ChexSystems and soft credit reports to verify identity. Scour those reports for opportunities to help the member save time or money. Use existing ACH data to identify which members are paying other lenders or which members are paying out-of-network fees, or take things a step further and use new technology offerings to identify new ways to serve members.

These are compelling reasons to contact a new member, and few people would resent or turn down a call that saves them time or money.

6. Make Onboarding An Ongoing Outreach

Establish ongoing check-in times with new members to keep learning about their financial needs and challenges. As an added bonus, this provides a space for members to provide feedback.

A great example of this is Google Maps’ monthly Timeline Review or Lyft’s yearly review. For credit unions, reviews like this could include where members are in the onboarding process, number of transactions per month, and how close they are to achieving rewards with their debit or credit card.

The actual timeframe for an onboarding program might be defined, but true onboarding is ongoing and cyclical. The financial needs of members change over time, and they’ll need different services as they progress through life’s cycles. This is a great opportunity to provide value and remind members that they made the right choice in selecting you for their financial needs.

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