How credit unions can provide superior service in a time of crisis

first_imgCOVID-19 has totally changed the way America’s credit unions do business. While credit unions rightly pride themselves on the personal touch and community-oriented business model, transitioning to remote work has made providing that personal touch and sense of community all the more difficult.PenFed, founded before the Second World War, and its leaders know the difficulties of steering a credit union through a time of crisis. We’ve been able to transition to the “new normal” fairly quickly, thanks in large part to the way we leverage technology in customer relationship management (CRM). If you are with a credit union finding yourself playing catch-up during these difficult times, here are some things you might want to keep in mind: Reconceptualize CRM as MRM. Remember: The thing that sets credit unions apart from banks is that we have members, not customers. The language of “customer” implies quick, infrequent interactions; membership implies a long-term, ongoing partnership. Once you start thinking of your work through this lens, your approach totally changes. You’re not just thinking in terms of sales and marketing or trying to figure out how to meet a member’s initial need. You’re looking at holistic life-cycle management, making sure members get the right products at the right time over the course of many years. That mindset shift might not seem like a big deal – but it totally changes the kinds of conversations your team is having with your members, especially in high-stakes, high-stress moments like this. Pick partners who understand your business model and share your sense of community. While big banks have the resources to sink millions of dollars into creating their own customer service platforms, credit unions’ exclusive focus on their members usually means that this isn’t a possibility. That means you’re in the market for partners, and you’ll want someone who understands the nature of your business and what you’re trying to achieve with your members. That process led us to partner with Salesforce a few years ago – a choice made in large part because the company had the tools that would enable us to provide the kind of member experience we pride ourselves on. Instead of generic sales and marketing tools, the company offered a cloud specifically for financial services that we could use not just for sales, but also in other parts of our business, including our branches, our service centers and our mobile and online platforms. As you strengthen your digital strategy in this time of social distancing, make sure you’re partnering with people who can equip you with what you need to care for your members. Pick a platform with an extensive ecosystem. Another factor to keep in mind when looking for a partner is finding a partner with an extensive ecosystem. If a partner has a large ecosystem, you’ll have access not only to their products and services, but potentially to the other talent and platforms that work with them. This access can empower you to move nimbly and deploy the services that members need very quickly.  For instance, when our employees moved to remote work, it was important for our staff to all have the same tools to best serve our members. Our Genesys telephony system provided seamless integration into our Salesforce member service platform, and our computer telephony integration (CTI) worked at our employees’ homes with no effort on our part. We reconfigured our branch employees’ technology in days to enable them to use the same systems as our service centers to take member calls from home too.The transition worked more smoothly than we could have hoped. Many banks have had to put up notices about long wait times for calls, but we haven’t. Because we partnered with an organization with a large ecosystem, we were able to turn on capabilities with our member services platform within a matter of days. That kind of agility is a huge competitive edge – particularly in times of crisis. And if you can combine that agility with the personal touch credit unions are known for, you’ve got a winning combination. Pick a “low code / no code” platform.Another benefit of the Salesforce platform is that we could quickly develop a self-service skip-pay feature for our members. We knew that many of our members wouldn’t be able to make their monthly payments, and we also knew that if we could save them the time they might spend calling or emailing us by creating a simple online form (ironically using a feature called Salesforce Communities), that would be a huge relief during a stressful time. So, that’s what we did – and without the coding productivity from Salesforce, what happened in a matter of days would have taken weeks or months. This kind of agility helps level the playing field, allowing credit unions to keep pace with the big banks and offer superior member service at an affordable price point. Crises like COVID-19 can seem overwhelming, but they also offer an opportunity for credit unions to think about their long-term strategy. By leveraging this moment, you can not only prepare for the next crisis, but empower your team to offer members a more robust, responsive experience than ever before. 8SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Joseph Thomas Thomas is EVP and CIO at PenFed Credit Union and is responsible for all the information technology functions across the organization. Thomas was assistant vice president of Bank Systems for … Web: Detailslast_img read more

Pac-12 Digest

first_imgWashingtonRichards signs with MLS reported that former Husky Brent Richards signed with the Portland Timbers of Major League Soccer.Richards was named to the all-conference team all four years in Seattle, including two first-team nominations He scored 31 goals during his tenure.In 2011 he was named the Pac-10 Men’s Soccer Scholar Athlete of the Year and was also named an academic All- American.While at Washington, Richards played for the Timber’s developmental team, the U-23s. This past season, he led the team to a perfect record and was the United Soccer Leagues’ Premier Development League most valuable player. In his three seasons with the U-23s, he scored 26 goals. George Irvine elected to hall of fameGeorge Irvine, who is the all time leader in field goal percentage (.588) for the Huskies, was selected to the conference Hall of Fame. Irvine played from 1968-1970 and averaged 20 points a game his senior season.He scored 1,314 points while playing for the Huskies, and he played in the ABA before becoming an assistant coach in the NBA. The ceremony will take place at the Pac-12 Tournament, which begins on March 7. Walker named Pac-12 Player of the WeekJunior forward Markel Walker of the UCLA women’s basketball team recorded the first triple-double at UCLA in eight years over the weekend in two victories over Washington and Washington State.For her play, she was recognized as Pac-12 Player of the Week after averaging 15 points, 14.5 rebounds and 8.5 assists in those two contests.Walker notched 14 points, 15 rebounds and a career-high 10 assists against Washington State. It was the fifth triple-double recorded in school history.The Philadelphia native is averaging 13 points per contest and leads the team with 10.9 rebounds per game. OregonFormer track athlete passes awayGeoff Hollister, who ran track and field at Oregon in 1966 and 1968, died at age 66, according to the school’s athletic department. Despite his athletic exploits, Hollister is more famous for his contributions to the Nike shoe company.Nike creator Phil Knight attended Oregon and hired Hollister as one of the company’s first employees when it was under the name Blue Ribbon Sports.Hollister is also responsible for the development of the “waffle sole,” a concept that has carried over to modern shoes. He wrote an autobiography in 2008 titled Out of Nowhere. Information on his cause of death was not released by the University. Wildcats preseason number fiveThe Arizona baseball team is ranked No. 5 in the preseason Baseball America poll. The Wildcats join Stanford (No. 2), UCLA (No. 14), Arizona State (No. 17), and Oregon State (No. 23) as teams from the Pac-12 to be ranked. They finished last season 39-21 and made it to the regional round of the postseason.As a team, they hit .320, which was good for top in the conference and third in the entire country. Their pitching staff had an overall 3.57 earned run average. They finished fourth  in the conference in 2011 and finished the season unranked in the polls. USCChristian wins Pac-12 Player of the WeekBehind  the play of sophomore Kaitlyn Christian, the USC women’s tennis team is off to its best start since 2007.The Women of Troy opened their season with four 7-0 victories and one 6-1 finish last week while Christian swept singles and doubles play to help lead USC to victories over Saint Mary’s and Pepperdine.The California native holds a 5-0 record in dual-singles matches with a 13-4 overall record. On the doubles side, she is 18-3 overall with a 3-0 dual-match record teaming with freshman Sabrina Santamaria.Ted Gilmore leaves USC for NFLAccording to a report from, USC wide receivers coach Ted Gilmore has been hired by the Oakland Raiders.Gilmore’s only season at the helm of the Trojans’ wideouts was highlighted by the play of two of the nation’s top receivers in sophomore Robert Woods and freshman Marqise Lee. Both notched more than 1,000 receiving yards and combined for 26 touchdowns. Woods set a Pac-12 Conference record for most catches in a season with 112 receptions.With Gilmore reportedly leaving, the Trojans must now fill three coaching vacancies. Gilmore is the second coach in the last week to leave for the NFL, joining Joe Barry, USC’s former linebackers coach who joined the San Diego Chargers’ staff. Women’s track team ranked No. 1The Oregon women’s track and field team is the top-ranked team in the country for the fourth week in a row, as ranked by the United States Track and Field and Cross Country Coaches Association.The Ducks had the second best recruiting class in the country, according to Track and Field News. The Ducks won the national championship last season.They are 4-0 on the season and will participate in the Don Kirby Elite Invitational Friday at 2 p.m. in New Mexico. UCLANick Meister named UCLA S.A.W. Senior Nick Meister of the UCLA men’s tennis notched two singles wins over the weekend to help No. 9 UCLA take down two top-15 teams and was selected as the UCLA/Muscle Milk Student-Athlete of the Week.The California native was also named the Pac-12 Player of the Week after taking down California’s Nick Andrews and Stanford’s No. 37 Ryan Thacher. Meister’s two victories over the weekend gives him an overall record of 5-0 this season.This is Meister’s first UCLA/Muscle Milk Student-Athlete of the Week honor during his career. ArizonaFogg named Pac-12 Player of the Week.Senior guard Kyle Fogg was named the Pac-12 Player of the Week for Jan. 30-Feb. 5.In victories over Stanford and California, he averaged 18.5 points a game and shot more than 61 percent from 3-point range. On the year, he is averaging 12.5 points per game, just under three rebounds and two and a half assists a contest.He has helped lead the Wildcats to a 16-8 record and a fifth-place standing in the conference. Fogg is the second player from Arizona to be named Conference Player of the Week this season, as junior Solomon Hill was twice named player of the week in December.last_img read more

Arsenal complete signing of Debuchy

first_imgArsenal have made their second signing of the summer, completing a deal for Newcastle United right-back Mathieu Debuchy for an undisclosed fee, thought to be around £12m, writes Sky Sports.After seeing Bacary Sagna see out his contract and eventually move to Premier League champions Manchester City, the Gunners had made signing a right-back this summer a priority. Toulouse’s Serge Aurier was heavily linked initially, but manager Arsene Wenger then turned his attentions towards his compatriot Debuchy.The 28-year-old arrives from Newcastle after a year and-a-half in the North East where he scored once in 46 outings in all competitions. He now becomes Arsenal’s second summer signing after Alexis Sanchez, penning a long-term contract.And Debuchy, who also helped France to the last eight of the World Cup before losing out to eventual winners Germany, has spoken of his delight at sealing a move to the Emirates Stadium. He said: “I’m very proud to be joining a great club like Arsenal and to wear its colours, it’s one of the biggest clubs in the whole world.”I’m looking forward to working with Arsene Wenger and to helping the team build on last season’s FA Cup success. Playing again in the Champions League is a big excitement for me and I will do my best to help Arsenal compete for trophies.’Wenger, who will be aiming to win a first Premier League title for 11 years next season, was also pleased to get his man. “We are delighted to welcome Mathieu Debuchy to Arsenal Football Club,’ he said. “He has shown he can perform at the highest level with his club sides and also for France. He is a quality defender who has good Premier League experience and I’m confident he will fit in very well with us.”last_img read more