| Management Documents |
 |
Voice of Customer - Silver State Credit Union
Inconsistencies between the different member statement systems meant that members would receive slightly different versions of their documents depending whether it was viewed online, printed and mailed, or reprinted in one of the branches. “When we wanted to reprint from an archive it was a completely different system and there was a large issue with reprints,” says West. “Tellers were providing a different copy of the statement with subtle differences; maybe the logo moved from the left to the right, maybe the checking account appeared before the savings account, but it was not consistent.”
read more...
|
Voice of Customer - Nutmeg State Federal Credit Union
You would think a financial institution with such a long history would be buried under stacks of paper, but just the opposite is true. NSFCU has recently begun to eliminate paper by offering electronic statements to its members. Once they opt-in to e-statements, members are given access to a fully customized portal where they can view, download, and print their statements, and peruse a complete history of their activities and transactions.
read more...
|
Voice of Customer - Hoosier Hills Credit Union
Hoosier Hills Credit Union recently adopted Statement2web, a Cloud-based managed service from OMI, to manage electronic member correspondence. While the credit union had experienced some success with electronic statements in the past, Perdue says that their existing solution did not offer the tools and resources they needed to take things to the next level. “We already had a solution, but it didn’t really offer the flexibility or capability to do new things; things that we knew we needed to do. With OMI we were allowed to take things to the next step.”
read more...
|
8 Reasons to Use a Third Party Outsourcing Provider
For businesses of all sizes and in nearly every industry, call/contact centers now play a central role throughout the customer cycle – from identification to acquisition and service. A dynamic contact center orchestrates resources and capabilities to align with customer expectations and business objectives. It enables organizations to rapidly respond to the changing dynamics of member service and the business environment.
read more...
|
The "Branch of the Future" is Happening Now at Hanscom Federal Credit Union
The “Branch of the Future” is Happening Now at Hanscom Federal Credit Union. Advances in technology have dramatically altered the needs and expectations of credit union members. While the number of delivery channels has grown to include ATMs, online banking and mobile banking, a branch is still the first choice for specific types of transactions, in particular, when a member wants to speak to someone to seek advice, to apply for a loan or to complete a complex transaction.
read more...
|
Bottom Line Results with CU Knowledge Solutions™
South Carolina Federal Credit Union utilizes PinPoint to improve member retention. A primary goal for South Carolina Federal Credit Union (SC Federal) is to ensure the safety and soundness of the institution. Early in 2009, the management team determined that member retention was an initiative that would help address this goal.
read more...
|
The Four Keys of Client Retention
There are four keys to successfully reducing your attrition. Hopefully, these steps will make it easy for you to see what must be done with a retention program to impact your financial institution’s growth in a big way.
read more...
|
CU Switches Call Center Vendors, Reduces Operational Expenses
“This system has worked really well for us. Currently AnyHour Solutions takes about 50% of our calls during business hours and 100% after hours. It is really a great solution for both our members and staff.”
read more...
|
Outsourcing Contact Center Call Monitoring/Coaching: Benefits to your credit union
If you ask any contact center expert if call quality monitoring is important, they will most likely answer that not only is it vitally important, it is mandatory. The fact is if your credit union has more than a couple employees taking member phone calls then you can likely justify an ongoing call quality monitoring program.
read more...
|
3 point shot: Credit union scores happier members, faster processes, and satisfies compliance initiatives
Although STCU had evolved over its 75 year history, the credit union’s departments relied on disjointed applications, manual tasks and paper-based processes. As the credit union grew, these slow and costly systems led to problems across the organization. Member service delays increased. Completing a process from start to finish often required a combination of inconsistent manual and electronic tasks that needed to be performed across disparate systems. Compliance risks increased because records management was time consuming and at risk for human error.
read more...
|
Alaska Credit Union Uses Electronic Capture to Take on Check 21
Before implementing OnBase as its Check 21 solution, Denali Alaskan used a courier service to get its checks across remote Alaskan locations. Now, checks are batch scanned and stored in OnBase.
read more...
|
Alaskan Credit Union Leverages Core System to Connect Paper,Processes to Serve Members Better
Harland recommended OnBase to help DAFCU better tie documents to critical credit union processes. Instead of relying on archaic and insecure document processes, DAFCU chose OnBase to keep costs low and members happy.
read more...
|
Cost Comparison of Insourcing vs Outsourcing Contact Center Operations
The recession has pressured many credit unions to reduce operational expenses and discard many capital-intensive projects. Even before the "Great Recession," credit unions were increasingly looking to outsource many aspects of their operations because it meant that they did not have to invest in or maintain costly internal resources.
read more...
|
2010 Business Continuity Report – Benchmarking Your Plan
A new business continuity planning section was added to Callahan & Associates annual technology survey for the first time in 2010 to help gather information on this key area. Ongoing Operations, a national business continuity CUSO, helped develop and sponsor this portion of the survey to allow credit unions to benchmark their plans.
read more...
|
Managing Examinations in Challenging Times
This document is designed to highlight how credit unions may challenge actions or findings made by NCUA examination staff. In addition, it will discuss issues that credit unions may wish to consider when “managing” the supervision and examination process.
read more...
|
What is The Collaborative Contact Center?
The majority of credit unions consider service to be their most important product. In order to provide stellar service to their members - many of whom may be geographically dispersed - credit unions must be available through a variety of communication methods: telephone, email, fax, chat or in person.
read more...
|
Investment in Training for Credit Union Volunteers Returns Value
Credit unions everywhere have cut budgets in response to the economic downturn. Training for volunteers who serve on boards and committees might be reviewed for potential expense savings. But training is not a luxury—it’s an investment that yields returns in preparedness for NCUA compliance challenges, readiness for strategic planning, and increased insight into all aspects of board governance and operations.
read more...
|
Improve Sales Without Sacrificing Service... CFCU Knows How!
Community First Credit Union (CFCU) is a $1 billion credit union with 83,000members based in Appleton,Wisconsin. Itsmanagement team wanted to instill a sales culture without sacrificing its core value of providing exceptional service. After conducting an extensive search, theyimplemented CUNA’s Creating Member Loyalty™ System of Training, and launched an organization-wide training program.
read more...
|
Johns Hopkins FCU Navigates Rate Cuts to Come Out on Top
When Johns Hopkins Federal Credit Union was faced with a 50% state-mandated insurance rate reduction in fall 2008, they were understandably concerned that their non-interest income from credit insurance products would take a nose dive. Of course, this came at the height of one of the worst recessions in US history. The management at Johns Hopkins FCU (JHFCU) discussed the situation, and, working with their financial products provider, CRI Solutions, enacted changes that helped avert losses and actually steer the credit union towards increased income.
read more...
|
Performance Management Boosts Sales & Service
In financial institutions that did not have performance management systems, 30 to 40% of employees thought mediocre performance was acceptable, according to a study done by the California-based consulting firm Romano & Sanfilippo.
read more...
|
Regaining Competitive Advantage
What has long been the hallmark of credit unions – exceptional, friendly, personal service – has more recently been usurped by record growth, high turnover, and technological advancements.
read more...
|
Tap Into Employees’ Internal Motivation
Approximately 80% of employees say they could perform significantly better if they wanted to, according to a survey conducted by and published in Credit Union Magazine.
read more...
|
A Guide to Enterprise Content Management: What every C-level executive needs to know
Even with mature vendor offerings and proven success stories, Enterprise Content Management (ECM) systems are still not a staple in today's financial institutions.
read more...
|
Centurion Provides Uninterrupted Service to St. Tammany Federal Credit Union in the Wake of Hurricane Katrina
Up until several years ago, fast-growing St. Tammany Federal Credit Union, located in Slidell, LA, did not have a formal disaster recovery plan.
read more...
|
Is It Time For a Strategic Board Tune-Up?
Does your board routinely rubber-stamp management proposals without discussion? Put off strategic planning? Nitpick about minutia? If so, it's time for a tune up.
read more...
|
Outsourced CU: White-Label Services for Credit Unions Using Collaboration
At the rate of nearly one a day, credit unions are falling by the wayside. In this matured industry, most of the consolidation is occurring in the form of mergers, with a small percentage of credit unions going into conservatorship. Fewer than 10 credit unions were started in 2008, a further sign that the industry has reached its declining phase.
read more...
|
New Jersey Credit Union’s Staff & Members Thrilled by Outsourced Notice Service
Every credit union is faced with the arduous task of sending out notices to their members on a daily basis. Members must be kept continually informed of their account activities, which entails mailing out an extensive assortment of notices such as certificate maturity, insufficient funds, courtesy pay, and past due payment, just to name a few of the more common types of notices.
read more...
|
Apple FCU Reduces Costs, Enhances Member Relationships with eXpressServices
Credit unions have used eStatements successfully to decrease expenses, strengthen relationships with members, and encourage members to take advantage of additional electronic banking and document delivery capabilities. Additionally, eStatements are being increasingly demanded by a growing contingent of tech-savvy consumers.
read more...
|
Don’t Sweat the Small Stuff
Let Somebody Else Sweat It for You In the case of daily notices, a credit union has three primary expenditures required to get this job done. There's staff expense, postage, and the cost of supplies, materials. So in which of these areas can outsourcing save money? Happily, the answer is in all three.
read more...
|
Members, Regulations and Disaster Recovery – Oh My! Credit Union Faces Triple Threat
Some things never change. Even in its early days when the teller drawer was made out of a cigar box, Alcoa Tenn Federal Credit Union (Alcoa) has focused on member service. In the more than 70 years since it was founded, the credit union has grown to serve more than 18,000 members.
read more...
|
Pandemic Planning Guide
This document will assist credit unions in preparing for the H1-N1 flu virus, which is projected to continue spreading in a second wave this Fall. Financial institutions should have a specific Pandemic Plan as part of their business continuity planning. While the majority of the action steps outlined below are specific to H1-N1, many can also be used in preparation for any pandemic.
read more...
|
