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.
Retain Loans And Increase Portfolio Yield With Online Loan Modification Services
November 9, 2015
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Making it easy to modify loans increases yield and revenue while building loyal relationships to last beyond the original note.
Co-Sourcing: How 3 Credit Unions Collaborate On Back-Office Ops
November 9, 2015
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Communication and a shared perspective allow this consortium to gain efficiencies in areas that are scalable and manageable with clear metrics and service level agreements.
New Fannie Mae App Provides Information To Home Buyers
November 2, 2015
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Today’s mobile generation can access end-to-end information during the mortgage process, and credit unions can customize apps with branded marketing messages.
Who’s Winning The Mobile Payments Race?
October 29, 2015
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Everybody and nobody, depending on how you and these industry stakeholders look at it.
Mobile Services And Delivery Channels
October 26, 2015
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Members expect more options for technology and convenience than ever before. The power of mobile not only provides that for members but also helps credit unions reduce costs.
Mobile, Mobile, Everywhere
October 26, 2015
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As smartphones grow in sophistication, the nearly two-thirds of Americans who own one expect greater utility. This is especially evident in the evolution of mobile banking, but are credit unions up for the challenge?
Going Mobile While Staying Omnichannel
October 13, 2015
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BAI Retail Delivery message: Don’t throw the baby out with the bathwater as new age of mobile banking dawns.
7 Tips To Staff Video Teller Machines
October 7, 2015
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Finding the right employees to connect with members through video technology can be a challenge, but it doesn’t have to be.
Cashing Out
September 30, 2015
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Will the rise of contactless and mobile payments threaten the prevalence of cash?
The Virtual Millennial Banker: How Credit Unions Can Win
September 14, 2015
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Providing payments transaction tools in a format millennials crave will make your credit union a top candidate for these “virtual” bankers.
Retain Loans And Increase Portfolio Yield With Online Loan Modification Services
Making it easy to modify loans increases yield and revenue while building loyal relationships to last beyond the original note.
Co-Sourcing: How 3 Credit Unions Collaborate On Back-Office Ops
Communication and a shared perspective allow this consortium to gain efficiencies in areas that are scalable and manageable with clear metrics and service level agreements.
New Fannie Mae App Provides Information To Home Buyers
Today's mobile generation can access end-to-end information during the mortgage process, and credit unions can customize apps with branded marketing messages.
Who’s Winning The Mobile Payments Race?
Everybody and nobody, depending on how you and these industry stakeholders look at it.
Mobile Services And Delivery Channels
Members expect more options for technology and convenience than ever before. The power of mobile not only provides that for members but also helps credit ...
Mobile, Mobile, Everywhere
As smartphones grow in sophistication, the nearly two-thirds of Americans who own one expect greater utility. This is especially evident in the evolution of mobile ...
Going Mobile While Staying Omnichannel
BAI Retail Delivery message: Don’t throw the baby out with the bathwater as new age of mobile banking dawns.
7 Tips To Staff Video Teller Machines
Finding the right employees to connect with members through video technology can be a challenge, but it doesn't have to be.
Cashing Out
Will the rise of contactless and mobile payments threaten the prevalence of cash?
The Virtual Millennial Banker: How Credit Unions Can Win
Providing payments transaction tools in a format millennials crave will make your credit union a top candidate for these “virtual” bankers.
Browse Topics
What Should Credit Unions Know About Stablecoins?
Andrew Lepczyk
Congress is considering new legislation around cryptocurrency, and these new tools could have profound implications for the industry.
Michigan Legacy Takes A Scientific Approach To Spotting Elder Financial Abuse
Savana Morie
A partnership with the Institute of Gerontology at Wayne State University has helped the credit union reduce reports of elder fraud by as much as 50%.
Why This HR Team Adopted A Different Kind Of Stay Interview
Savana Morie
Faced with post-pandemic talent challenges, Desert Financial put a new spin on gathering and responding to employee feedback.
Build Resilience, Not Roadmaps: 5 Strategic Planning Priorities For 2026 And Beyond
Jay Johnson
From employee engagement to community impact and beyond, these are the initiatives credit unions must focus on to stay aligned and prepared for the challenges ahead.
Tech-Grown CEOs Share Fintech Partnership Strategies (Part 2)
Marc Rapport
Three more credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Tech-Grown CEOs Share Fintech Partnership Strategies (Part 1)
Marc Rapport
Credit union chiefs with tech backgrounds show how they adapt and innovate – and how other cooperatives can, too.
Virtual Cards: More Than Just A Trend
Callahan & Associates
The next evolution in consumer payments — and credit unions that wait risk falling behind.
Credit Unions, Fintechs Join Forces For Inaugural Event
Savana Morie
Suncoast Credit Union, in partnership with WithClutch and ModernFI, hosted its inaugural Create 2025 summit in May. Attendees included eight credit unions and nine fintech companies.
4 Ways to Make Your Digital Experience Work Harder for Members
Callahan & Associates
Digital experiences must be a direct reflection of the care and service credit unions are known for. Here’s where to start.
Service Credit Union Launches CUSO For Fintech Investments
Savana Morie
The New Hampshire cooperative recently launched Service Ventures, an independent investment arm that aims to work with startups that share a commitment to operational efficiency and member experience.