3 Ways To Build A Better Member Experience
Credit unions improve the member experience through training, bilingual service, and bold branch strategies. Explore three stories that show what it takes to connect.
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
A High-Tech Branch For High Tech Students
A credit union branch at Lamar Institute of Technology combines products, education, and philanthropy to support job training and technical education in Southeastern Texas.
What’s In A Name: Chief Product Officer
Bay FCU’s Brooke Morley improves communication and collaboration across departments to offer members the products they want and need.
The Call Center As A Mortgage Generator
April 29, 2016
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As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.
Reorienting a CU
April 28, 2016
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Pat Smith developed a successful plan that gave Unitus Community CU added recognition in the Portland area.
Saving Trees and Saving Time: What a Paperless Loan Department Can do for You
April 28, 2016
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Using online loan technology VAMCU Federal Credit Union ($40m, UT) has streamlined their loan process and eliminated the need for any paper loan documents. Learn how the credit union is benefiting from their new completely electronic system.
Eliminate Bill Pay Service Fees?
April 26, 2016
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Take a look at Wright-Patt Credit Union in Fairborn, Ohio. With about $1B in assets, and 145,000 members, Wright-Patt has changed their pricing structure for bill pay. Originally charging $4.95-7.95 per month depending on the type of checking account, Wright-Patt decided to offer bill pay for free as of August 2002. After the pricing change active usage of their bill pay service rose from 528 to 2
Four Ways that Neighborhood CU Grows Members
April 26, 2016
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After discussing Neighborhood CU’s community charter strategy, Mark Arnold, SVP, discusses the tactics used to grow members in this Part Two article.
UnitedOne Has Gone the Whole Nine with Youth
April 26, 2016
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In its ninth year of operating an in-school branch at Monroe Elementary School, UnitedOne has surpassed both its initial and revised goals for deposits.
RIP: Brick-and-Mortar Branches? Not at All
April 26, 2016
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The branch is still the face of a credit union. Many credit unions are rethinking and expanding their design strategies to meet member needs.
Three Benefits to Using Email for Collections
April 26, 2016
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Northwest Federal Credit Union uses email in its collections process as a cost-effective, diplomatic way to alert members of a late payment.
Contact Center Agents Work At Home, Minimize Attrition Rate
April 26, 2016
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Stanford Federal Credit Union allows its contact center employees to work from home.
How To Make Outbound Calls Part Of A Call Center Strategy
April 25, 2016
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Aptitude, attitude, and opportunity have helped Leaders Credit Union develop a team of call center cross-sell superstars.
The Call Center As A Mortgage Generator
As part of the credit union’s strategic game plan, the call center at State Employees’ Credit Union originates all types of loans.
Reorienting a CU
Pat Smith developed a successful plan that gave Unitus Community CU added recognition in the Portland area.
Saving Trees and Saving Time: What a Paperless Loan Department Can do for You
Using online loan technology VAMCU Federal Credit Union ($40m, UT) has streamlined their loan process and eliminated the need for any paper loan documents. Learn ...
Eliminate Bill Pay Service Fees?
Take a look at Wright-Patt Credit Union in Fairborn, Ohio. With about $1B in assets, and 145,000 members, Wright-Patt has changed their pricing structure for ...
Four Ways that Neighborhood CU Grows Members
After discussing Neighborhood CU's community charter strategy, Mark Arnold, SVP, discusses the tactics used to grow members in this Part Two article.
UnitedOne Has Gone the Whole Nine with Youth
In its ninth year of operating an in-school branch at Monroe Elementary School, UnitedOne has surpassed both its initial and revised goals for deposits.
RIP: Brick-and-Mortar Branches? Not at All
The branch is still the face of a credit union. Many credit unions are rethinking and expanding their design strategies to meet member needs.
Three Benefits to Using Email for Collections
Northwest Federal Credit Union uses email in its collections process as a cost-effective, diplomatic way to alert members of a late payment.
Contact Center Agents Work At Home, Minimize Attrition Rate
Stanford Federal Credit Union allows its contact center employees to work from home.
How To Make Outbound Calls Part Of A Call Center Strategy
Aptitude, attitude, and opportunity have helped Leaders Credit Union develop a team of call center cross-sell superstars.
Browse Topics
The Callahan Guide To The 2026 Final Four
Tony Waltrich
What happens when credit union performance data meets March Madness? Callahan’s proprietary model breaks down state-level results to forecast who takes home the hardware.
A Rewards Program That Relies On Relationships, Not Usage
Savana Morie
Nuvision’s Added Advantage program tracks member engagement across the credit union, then rewards relationships through better pricing and other perks.
Innovations Financial Bets Big On Small Business Lending
Aaron Passman
CDFI grant funding helps the Florida cooperative offer microloans for small businesses after many banks pulled out of its market.
How Marine Credit Union Shifted Its Foundation From Siloed To Symbiotic
Savana Morie
By aligning governance, leadership, and day to day operations, Marine Credit Union transformed its foundation from a parallel operation into a visible extension of the credit union brand.
How Today’s Market Is Stress-Testing Credit Union And Bank Earnings Models
Andrew Lepczyk
Credit union and bank earnings reflect different business objectives. Those differences matter for how financial institutions serve their markets.
The Case For Marketing That Doesn’t Lead With The Credit Union
Savana Morie
Whitefish Credit Union barely mentions itself in its member stories. Instead, its high-quality video storytelling spotlights people, businesses, and communities, building trust, advocacy, and impact that don’t always show up in traditional ROI metrics.
Exit Interview: Deb Vollmer
Aaron Passman
The retired Langley FCU executive looks back on a career shaped by industry change, evolving leadership responsibility, and a constant focus on serving members first.
How Affinity FCU Became A Financial First Responder
Callahan & Associates
The New Jersey-New York metro credit union shares how a wellbeing-led strategy ensures members know where to turn first when life gets difficult.
Running With Scissors: The Bold Side Of Personalization
Callahan & Associates
To become skilled at personalization, credit unions must stop making assumptions about what resonates with members and start leveraging data to be sure.
A Short Guide To Compliance With The New Succession Planning Rule
Jennie Boden
Check all the right boxes while tying your credit union compliance efforts to strategy.