A Shift from Credit Union Systems Integration to Human-Centered Integration

By Preston Packer |

Jan

02

Systems integration could certainly be on the list of the top 10 buzz words for the 2010's. The economic giants - Apple, Amazon, Google - have all proven the philosophy works: Greater efficiency is achieved when tasks can be completed in integrated systems rather than in silos. Employees don't have to learn multiple programs, and customers enjoy frictionless shopping or searching through the process. Members have come to expect the same flexible and smart experience from their banking partner, where the processes are similar in desktop and mobile applications, and financial tasks no longer require a trip to the branch. Similarly, they want their member services to be just as seamless, meaning when a question or issue arises, MSR's - either over the phone, in a chat window, or in the branch - are armed with all the information needed to quickly address the member's concerns.

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Is Your CU in the Culture Club? Boy George, You Should Be

By Preston Packer |

Dec

27

Do you really want to hurt me? If you ignore your company culture, it's going bring some very bad karma (chameleon) on your CU. I'll tumble for you to get you to pay attention to how critical building and promoting your company culture is. I've tapped out on my Culture Club references, but just getting started on the importance of developing an actual culture. It's impact is global within an organization if executed well. It's largest impact can be seen in staffing, and in particular in the new hire process. 

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Why Office Holiday Parties are a Gift for Employee Engagement

By Preston Packer |

Dec

27

Office holiday parties often get a bad "wrap." The subject of many comedy films, as well as great fodder for water cooler gossip the day after, they can cause both anticipation and anxiety. But for managers and planners, it's important to remember the importance of these events for employee morale. Parties emphasize team spirit and can reinforce credit union culture. They are a good reflection on the credit union executive's leadership. Whether it's a large party where spouses and families are invited, a team building outing, or a holiday pot luck lunch, the important thing is to recognize employees and show appreciation. They should be part of your arsenal of employee engagement tools, but certainly not the only tool. Recently, Callahan & Associates presented five strategies  to cultivate an engaged team that may spark some ideas for employee engagement year round:

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Validating the Naughty or Nice List with Remote Online Notarization

By Preston Packer |

Dec

19

On December 25th, humans across the world wake up to receive their judgement: In the 364 days prior to that day, the valuation is simple, have they been naughty or have they been nice? This determination was made in the days before in a remote and frigid village known as the North Pole. Arguably, one of the most impactful and globally relevant documents can be created and verified by only one man - Santa. But how can we be sure this critical decision was executed by the big man himself when we can't be there to see it? It's notarized of course! Certainly you must think this is done in-house but, legally, elves may not be commissioned to notarize. Instead, the answer is simple - remote online notarization!

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P2P and A2A are GR8 for FIs!

By Preston Packer |

Dec

13

In July of 2019, a report was released that found over 1 million internal transfers occurred in that month alone in US Financial Institutions, making up 67% of all money movement that month. The surge in P2P (Person-to-Person) payments continued, while A2A (Account-to-Account) payments between accounts at different financial institutions also rose, witnessing 2.35% of active digital users digitally transferring funds between accounts at various banks/credit unions. Not surprisingly, the overwhelming majority (77%) of those transfers came from smartphones. For Credit Unions, this is another strong indicator that mobile app development and enhancements are becoming a must have for members.

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Your CU is Not a Theme Park so Ditch the Lines Already!

By Preston Packer |

Dec

11

It's a hot summer day in 1999, the latest roller coaster ride looms in the distance, you jump in line ready to experience the thrill in person. Then you wait... and wait... and wait. After an hour and a half filled with countless weaving back and forth, you arrive - only to find the ride is shut down for a repair. A crushing disappointment and a waste of precious time. Do your members have that same experience at your credit union? Long lines during peak hours? Driving to the CU to meet with a loan officer, only to find they are in a meeting? Amusement parks have introduced Fast Passes to combat this issue - what can your CU do to give your members a better experience

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Members Beware: New Trends in Payments Fraud

By Preston Packer |

Dec

05

When EMV was introduced and widely adopted in the United States, there was no question that initial payments fraud was lessened and risks mitigated. However, there was also little doubt that eventually attacks would rise in different areas of the transaction as criminals would be forced to get more sophisticated in their methods. As we are in the full swing of the holiday season, it is a best practice for a credit union to remind their members to remain vigilant about their credit card accounts and payment methods, especially when shopping online.  The latest trend in eCommerce espionage targets loyalty programs associated with many credit cards.

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Giving Back at Thanksgiving & The Importance of Credit Union Community Involvement

By Preston Packer |

Nov

27

At its core, "thanksgiving" is an expression of gratitude. For most, the holiday is marked by bountiful dinners and time to gather as family. But it is also a time that many have chosen to give back to their community and to those less fortunate. Individuals may choose to run a charitable turkey trot, families may donate to a soup kitchen or perhaps even serve Thanksgiving meals at local shelters. For businesses, it is a time to work together as a team to encourage employees to give back. Credit unions have long been a pillar in the industry for their community outreach programs. So much so that members have identified their CU's charitable giving and community involvement as a key factor in member satisfaction.

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Don't 'OK, Boomer' Your Member Base

By Preston Packer |

Nov

26

If you haven't heard the phrase “OK boomer” yet.... don't admit it to a teenager or young adult. It has become a common retort on apps such as Instagram, Twitter and most especially TikTok, where it's hashtag has been viewed more than 18 million times as a way to mock older generations for making outdated statements (such as not knowing what TikTok is). For teens and young adults, calling everyone older than them "boomers" is a retaliation towards adults in their life who refer to anyone younger as "millennials" with the negative connotations surrounding that descriptive. People don't like to be categorized with over generalizations... credit unions should remember this when it comes to talking to their members about new technology.

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Make Your Member Service Shine this Holiday Season

By Preston Packer |

Nov

21

Perception and Reality are oftentimes two different things. You may think your member service is fantastic- certainly better than average. But is that really true? Outstanding member service is something that every business knows is important and stresses the concept in their value statements, employee training, and mission. There are certainly many brands that make exceptional service a priority, such as Apple, Disney, and Amazon. They set the new level of standards for companies that want to provide the best experience possible. Just as perception and reality are two different things, saying and doing do not hold equal weight.

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