CUNA Operations, Sales & Service Council Releases eServices White Paper

Jenny Jackson
CUNA Councils
(608) 231-4102

Today, people expect to send and receive information, shop, and do business 24/7—where and when they want using any electronic device. Financial transactions and services are no exception, and credit unions are gearing up to provide the e-services members and prospective members demand.

There are some e-services virtually every credit union offers. Online banking, bill pay, mobile banking, and member access to low-cost or free ATMs are must-haves.

The right e-services for your credit union depend on your organizational goals. Some credit unions have branding as a top strategy and add e-services to further their brand. Often this is a strategy to attract Gen Y members by enhancing the credit union’s image as tech savvy and forward-thinking. Others might be looking to attract small business members.

Ideally, a credit union should develop an organization-wide strategic plan, with sub-plans at the functional level listing projects that align with organizational goals. The e-services plan, like the others, should support the credit union’s overall goals.

This white paper for the CUNA Operations, Sales & Services Council (OpSS) discusses how credit unions are delivering and managing e-services, and likely future e-services trends. It also includes six case studies of credit unions with sophisticated, effective e-services solutions.

The paper covers:

  • Credit unions’ e-services offerings
  • Strategic planning for and management of e-services
  • Compliance and security considerations
  • Balancing member needs with credit union efficiencies
  • Upcoming e-services trends

The paper is available online in the white paper section of – select the “OpSS” tab.


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