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 Best Way to Grow Members in 2009
April 29, 2016
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Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of the disappearing bank’s deposits will change financial institutions within a year.
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.
The Best Way to Grow Members in 2009
Bank mergers and acquisitions, both large and small, provide a crucial opportunity for increasing membership and deposits in credit unions, as typically twenty percent of ...
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.
Browse Topics
What Makes Good AI Policy? Start With Curiosity And Accountability.
Marc Rapport
As credit unions move from experimentation to adoption, leaders offer firsthand knowledge on what separates weak policies from strong ones that actually work.
Governance And Guardrails Help Credit Unions Navigate AI
Aaron Passman
How Members Cooperative focuses on structure, oversight, and clear expectations to ensure AI supports, not undermines, long term strategy.
What’s In A Name: Chief AI Officer
Aaron Passman
As Hudson Valley Credit Union’s artificial intelligence chief, Preetha Sekharan holds a rare role in the industry, but it’s one that is likely to become far more common in the future.
All Eyes On AI
Aaron Passman
Artificial intelligence for credit unions has moved from a future concept to today’s full-fledged leadership and governance challenge.
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.
How Does BCU Put AI Policy Into Practice?
Marc Rapport
AI governance matters as much as innovation when it comes to AI. Learn how BCU built an AI practice that prioritizes data integrity, risk management, and real world decision making.