Every Member Has A Story. Here’s How To Use Them.
Lessons from five credit unions on using member impact stories to inspire staff and boards, educate members, and add some pizzazz to social media accounts.
Retail & Member Experience
Our Retail & Member Experience page is the place to find credit union insights on branching, contact centers, teller technology, websites, and more.
Top Retail & Member Experience Articles
PSECU Moves MX Up The Org Chart
With all external-facing roles reporting to a central officer, teams are focusing less on function and more on members.
A Different Kind Of ‘Mobile’ Banking
Peoples Advantage’s branch on wheels brings financial services to members who live in regions too rural to sustain a full-service branch.
The Future Of Check Processing: A Transaction Level Approach
September 9, 2024
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A new approach to transaction processing lowers costs, reduces risks, and increases efficiency.
For These Credit Unions, Financial Wellness Starts At Home
August 26, 2024
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Jeanne D’Arc and Affinity Plus are driving financial wellness for staff with initiatives like emergency savings accounts and an employee-only branch.
5 Lessons For Buying A Bank
August 11, 2024
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Bank purchases have become an increasingly popular expansion strategy. Here are five lessons from credit unions who’ve been through the trenches.
2 Approaches To Multi-State Expansion
August 11, 2024
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From overcoming charter challenges to a focus on SEGs, Mountain America and United FCU outline how their growth trajectories extend beyond the state line.
Tackle Margin Compression By Transforming Your Lending Operations
August 4, 2024
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A digital loan origination system can revolutionize a credit union’s lending process by boosting efficiency, minimizing risk, and enhancing the borrower experience.
Better Deposit Strategies Elevate Member Experience
July 28, 2024
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With deposits per branch up 50% in the past five years, many credit unions are redeploying staff to provide more holistic offerings such as financial counseling.
Enhancing The Member Experience With AI
July 22, 2024
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How Member Loyalty Group grows credit unions’ ability to understand and act on feedback through AI-powered analytics.
NCUA’s New NSF/OD Fee Reporting
July 16, 2024
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As of 1Q24, the National Credit Union Association (NCUA) now requires credit unions over $1B in assets to report total income earned through NSF and Overdraft (OD) fees. This new mandate highlights regulator’s increasing focus on NSF/OD fee policy, and brings a wave of questions and concerns for credit union leaders charged with managing their
Coloramo Rolls Out A ‘Real’ Strategy To Attract Young Members
July 8, 2024
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The Colorado credit union has debuted a digital brand targeting young consumers and plans to make it available to the entire industry.
Credit Cards Can Help Engage Members
July 8, 2024
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A strong credit card program is an opportunity to meet member needs and build deeper relationships.
The Future Of Check Processing: A Transaction Level Approach
A new approach to transaction processing lowers costs, reduces risks, and increases efficiency.
For These Credit Unions, Financial Wellness Starts At Home
Jeanne D’Arc and Affinity Plus are driving financial wellness for staff with initiatives like emergency savings accounts and an employee-only branch.
5 Lessons For Buying A Bank
Bank purchases have become an increasingly popular expansion strategy. Here are five lessons from credit unions who’ve been through the trenches.
2 Approaches To Multi-State Expansion
From overcoming charter challenges to a focus on SEGs, Mountain America and United FCU outline how their growth trajectories extend beyond the state line.
Tackle Margin Compression By Transforming Your Lending Operations
A digital loan origination system can revolutionize a credit union’s lending process by boosting efficiency, minimizing risk, and enhancing the borrower experience.
Better Deposit Strategies Elevate Member Experience
With deposits per branch up 50% in the past five years, many credit unions are redeploying staff to provide more holistic offerings such as financial ...
Enhancing The Member Experience With AI
How Member Loyalty Group grows credit unions’ ability to understand and act on feedback through AI-powered analytics.
NCUA’s New NSF/OD Fee Reporting
As of 1Q24, the National Credit Union Association (NCUA) now requires credit unions over $1B in assets to report total income earned through NSF and ...
Coloramo Rolls Out A ‘Real’ Strategy To Attract Young Members
The Colorado credit union has debuted a digital brand targeting young consumers and plans to make it available to the entire industry.
Credit Cards Can Help Engage Members
A strong credit card program is an opportunity to meet member needs and build deeper relationships.
Browse Topics
Financial Wellbeing Is About More Than Vulnerability
Chris Howard
Half of Americans feel financially secure, yet one in five is suffering. A consortium of credit unions is changing the narrative by focusing on emotional engagement and trust.
How To Build AI Strategy In Real Time (Part 1)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
How To Build AI Strategy In Real Time (Part 2)
Marc Rapport
Six credit union leaders share how they are balancing innovation and governance while deploying new tools.
Credit Union Finance Leaders Saddle Up For 2026
Aaron Passman
After an anxious 2025, CFOs and observers across the industry are preparing for the year ahead — for better or for worse.
Changes Are Why You Need Today’s Nacha Rulebook
Callahan & Associates
Quality payments are a hallmark of the ACH Network. Follow the rules and do right by members.
Hurricane Knocked The Power Out? New Orleans Firemen’s FCU Is Ready.
Aaron Passman
The next big storm in the Gulf isn’t an “if,” it’s a “when,” but the small Gulf-area credit union has a plan to help the community get back on its feet when the time comes.
6 Lessons For Credit Unions From Craft Breweries
Alix Patterson
Craft breweries demonstrate how commitment to value, operational agility, and community focus can ignite growth and drive property.
It’s Been A Noisy, Yet Resilient Year For The U.S. Economy
Jason Haley
Look beyond the headlines to better understand what is driving current market trends and how they could impact credit union investment portfolios.
Every Member Deserves A Financial Oasis
Callahan & Associates
Discover how First Alliance Credit Union is redefining success by putting values and member needs at the heart of everything it does.
The K-Shaped Recovery And An Economy Divided
Tony Waltrich
Inflation, debt, and income inequality are fueling a K-shaped, post-pandemic recovery, widening the gap between different economic segments and challenging lower-income households.