Retail banks and credit unions were among the first industries to focus on customer experience. These roles demonstrate how any cooperative can improve upon theirs.

In the age of digital, a “people-helping-people philosophy” is needed more than ever.

Along with hosting its first Financial Inclusion Forums — intended to be an annual event — the California credit union is making efforts to provide products and services that meet the needs of underserved consumers who might be intimidated by traditional FIs.

Grant Gallagher leads from the intersection of member education and public relations to build brand and impact at his New Jersey credit union.

Jeff Sobieralski, director of financial health and wellbeing, and Michelle Straber, assistant vice president of learning and performance, Teachers Credit Union ($4.2B, South Bend, IN) discuss how the credit union formalized conversation training for employees to dig deeper into a member’s underlying financial health.

An in-house training program coaches member-facing staff on how to dig deeper during everyday interactions.

Affinity FCU’s outbound calling team seeks out suffering members to help solve their financial problems.

Kenia Calderon Ceron is forging a deeper relationship between Iowa’s biggest financial cooperative and the state’s growing Latino population.

Patelco Credit Union’s small-dollar loan doubles down on financial wellness principles by helping members with low or no credit improve their financial station.

Diane Sandoval-Griego coordinates diverse efforts to improve financial wellbeing for a multicultural membership.