The difference is in the details: Enhancing the member experience

Reflecting on how technology has enhanced the service credit unions provide to members.

When I joined my first credit union almost 30 years ago, the member experience looked a lot different than it does today. Member service was limited to business hours—with the exception of Thursdays, when the credit union was open until 8 p.m. so members could deposit their paychecks. Online banking, mobile deposits, digital signatures, online loan applications with automated decisioning, and any number of other technological advancements were still many years away.

As I enter my 32nd year as a member of a credit union, and my 21st year working in the credit union space, it is truly amazing to look at how technology has enhanced the member experience as well as the expectations of the individual member.

As it has in credit unions and in every industry, technology has certainly had a big impact on how collateral protection is delivered. At State National, as we approach our 50th anniversary as a company and take a look back at our beginnings, it’s funny to think that we used to transcribe insurance information onto 4” x 6” notecards and store them in filing cabinets.

Or that each notice had to be typed out before it was mailed to the borrower.


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