Keep it simple, stupid: A Dwight Schrute look at member services

We should start by saying that one, you should never call members stupid, and two, you should always keep things simple. When members are looking to make life changing purchases, simplicity will matter when it comes to finding the best loan or credit union to partner with. Buying a home or car can cause stress for members because of the multiple hoops they must jump through. When it comes to member education on your credit union member services, be sure the information you provide is clear and to the point.

  1. Eliminate all Misconceptions. The first step to simple education for members is to eliminate all previous misconceptions members may have about credit unions. Be sure that members understand all the capabilities your credit union has and what services set your institution apart from the rest. Some members may come to your CU for one purpose and never investigate the other offerings you have. When onboarding members, be sure to clearly highlight the products you offer, including mortgages, auto loans and any mobile/online services your CU provides.
  2. Loan Education. Put yourself in members’ shoes when you’re thinking how to educate them about loan offerings. Know your audience and know that some members may be applying for loans for the first time, or are unfamiliar with the steps they must take. Create a step-by-step brochure, poster or infographic that members can easily refer to. Let them know where they should start and what background research or knowledge they must obtain before moving forward with their loan process. Establish your CU as a thought leader by creating an educational piece that can be used by the masses, experienced members or not.

 

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