Marketplace Newsletter


Connected Devices: If only they would use their power for good instead of evil

Without ADA Preparation, Lawsuits Are Coming

Sprint Savings for the Entire Family: Five Lines for $90

A First Look at Gen Z and Credit

Using 457(f) Plans to Recruit & Retain Executives

Two great cards for members and their children. Two incredible offers for credit unions.

Managed IT Security Services, Email Security, and Cloud-Based Email

Integrating with Lending Technology to Drive Member Value

CO-OP Financial Services Announces Acquisition of TMG and Organizational Restructure

See Inside the New CO-OP

Marketing Audit Reports Update

How Secure is Your Credit Union Data?

Does Your Credit Union Really Have a Member-Centric Culture?

Upcoming Webinars


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Connected Devices

Connected Devices: If only they would use their power for good instead of evil

Data thieves turn to Bluetooth technology at the gas pump. Going old school for a moment to copy an expression used by Maxwell Smart, Agent 86 for Control, who ended most shows by lamenting about the bad guys: “If only they had used their powers for good instead of evil”. And so it goes in the case of the internet of things.

Skimmers have been a source of breached credit and debit cards since before 2010. Primitive skimmers were bulky and unreliable. Later skimmers that were inserted behind the cover of the gas pump or the ATM were not easily detected. Having security tape with a warning “Please report any broken seals to the cashier“ puts the burden on the customer to be wary of, and alert for skimmers, and put a damper on the rapid growth of skimmers at the pump – that is, until the internet of things came into popularity.

Skimmers “eavesdrop” on data

The internet of things is loosely defined as the interconnection of connected devices. As Tom Davis, VP of Technology at CSCU explained, any device that has power, can be given sensors, intelligence, and communications capability to become a connected device. In the case of skimmers, the sensors are eavesdropping on the data on the mag stripe as it’s being swiped, the intelligence is storing the data and uploading it on command, and the real breakthrough is the communications capability, namely adding Bluetooth to skimmers. Prior to adding Bluetooth, the fraudsters would need to sneak the skimmer in, and later come back to retrieve the data. That doubled their chance of getting caught. And once they retrieved the skimmer, they usually would grab it and take off quickly, ending the skimming attach at the location.

But with the addition of Bluetooth to the skimmer, the fraudsters can park nearby (across the street from the gas pump), remotely retrieve the data, and leave the skimmer in place to keep doing its nefarious job until caught. And catching these skimmer devices is getting incredibly difficult due to remarkable designs. This picture from noted cybercrime and computer security expert Brian Krebs, of KrebsOnSecurity, shows an external skimmer on a gas pump that went unnoticed for several weeks, due to its ingenious design.


Source: Krebs on Security. The pump on the right is the one with the skimmer.


Paying inside is not necessarily a solution

Experts suggest that one of the ways to keep from getting your card caught by one of these clever devices is to go inside to pay. Unfortunately, the fraudsters have beat you to the inside terminal as well. Krebs reports on skimmers that are overlays for several popular in-store terminals. The photo below shows the amazingly hidden overlay for the very popular Ingenico terminal found at many merchant locations, including supermarkets, big box retailers, convenience stores, and yes, inside the gas station where is was supposed to be safe. The PIN pad overlay collects numeric entry and correlates it to the swipe that just occurred, and stores until requested over Bluetooth – a connected device whose only purpose is evil, not good.


Source: Krebs on Security. The pump on the right is the one with the skimmer.

This type of skimmer went unnoticed for weeks. And it wasn’t discovered until several customers claimed that the PIN pad was a little hard to press to get the terminal to accept the digits (the membrane pad of the overlay sitting over the real pad collecting the digits was a little stiff). After the fact, a sharp-eyed store clerk noticed some of the terminals had the ‘+’ and ‘-‘ keys reversed on the overlays, allowing the store to be swept clean of skimmers. Presumably the fraudsters have corrected that minor oversight by now.

Once again, it is cardholders who are the first line of defense against skimming devices. Cardholders are strongly urged to check their card accounts on a daily basis. And it is still highly recommended by issuers to use credit rather than debit at POS terminals to get further protection from having breached cards draining a cardholder’s bank account. Using a contactless (tap-to-pay) card avoids the risk of skimmers, but very few issuers are putting these cards in cardholders’ hands. Paying with mobile, where available, is the safest option, since the actual card number is not passed between the phone and the terminal, regardless of debit or credit. Of course, you could always revert back to cash.



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Without ADA Preparation, Lawsuits Are Coming

In 2018, the U.S. Department of Justice will announce the website accessibility requirements for credit unions in compliance with the Americans with Disabilities Act (ADA), but that hasn’t stopped credit unions from being sued already for alleged violations. Although the Department of Justice (DOJ) might not be providing the full scope of the coming rules on website accessibility at this time, it has made clear that businesses are already expected to ensure websites are fully accessible to people with disabilities. With a vague enforcement of rules that have yet to be spelled out, lawsuits have naturally begun to multiply, and fast. It may be that ADA-related lawsuits occur with more frequency than those related to ATM noncompliance.

ADA lawsuits all revolve around allegations of digital barriers that inhibit accessibility for disabled people – often the visually impaired. For example, blind people often use helpful technology such as screen-reader software which converts the text of a webpage to speech, or even outputs the text to a digital braille display. Such accessibility software will not function, however, unless a credit union’s website developer has specifically programmed it for compatibility.

It is certain that credit unions cannot wait for the arrival of the accessibility requirements in 2018; they must act now. So how can a credit union help guard itself? Only with a thorough audit that involves the latest in comprehensive risk assessment. It is difficult for a credit union to determine just how compatible its website is with the plethora of assistive software available to disabled people, without involving subject matter experts that test for plausibly ADA-specific issues. 

CU Solutions Group (CUSG) can help. CUSG minimizes the risk of potential lawsuits by helping credit unions identify content in your website that might be inaccessible to disabled individuals. A full audit will uncover and flag any issues related to content or programming, or even third-party site links that may also tread on ADA rules.  The ADA website audit identifies the following accessibility issues:

  • Section 508(A) issues
  • WCAG 1.0 Level A, AA and AAA issues
  • WCAG 2.0 Level A, AA and AAA issues

While the full scope of the new ADA requirements may not be published until 2018, CU Solutions Group can help protect you from lawsuits now. As the number of complaints and allegations regarding website accessibility multiply, it is critical for credit unions to take a proactive approach for protection.  To learn more about these services, contact Jim Feldkamp at This email address is being protected from spambots. You need JavaScript enabled to view it. or CU Solutions Group at This email address is being protected from spambots. You need JavaScript enabled to view it. .




Sprint Savings for the Entire Family: Five Lines for $90

Now is a great time for your members to switch to the Best Unlimited Plan from Sprint®! For a limited time, Sprint is offering five lines for $90 with Unlimited Data, Talk and Text for the entire family. That’s the best price for Unlimited among national carriers.

Plus, this promotion can be combined with Sprint Credit Union Member Cash Rewards. A new promotional email template is now available in the Partner Center.

Here’s how the Sprint Credit Union Member Cash Rewards program works:

  • Members get a $100 cash reward for every new line they activate with Sprint.
  • Current Sprint customers will receive a $50 cash reward for every line transferred into Sprint Credit Union Member Cash Rewards.
  • Plus, participants get a $50 loyalty cash reward every year, for every line.

Enroll your credit union today! Visit for details and to access all-new, FREE marketing materials to promote this offer.

How your members can sign up:

  1. Become a Sprint customer and mention that they’re a credit union member.
  2. Register at or in the Love My Credit Union® Rewards app.
  3. Your members will see their cash rewards directly deposited into their credit union account within six to eight weeks!

Bring more value to your members by encouraging them to take advantage of these huge savings from Sprint today!




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A First Look at Gen Z and Credit

Generation Z (also known as post-Millennials, the iGeneration, Founders, Plurals, or the Homeland Generation) is the demographic cohort following the Millennials. There are no precise dates for when the Gen Z cohort begins or ends; but the oldest members of Gen Z (18 to 20 years old) are now officially joining the credit ranks.

Experian is inviting you to register for a webinar on June 22nd at 1:00 p.m. EST (12:00 p.m. CST) to gain a first look at how Gen Z compares to other generations in the world of credit.

In this session, they’ll touch on:

  • How are they managing debt?
  • What do their credit scores look like?
  • What tradelines are they opening?
  • How are they behaving in the auto and mortgage space?
  • And, of course, what is happening in regards to student lending? 

Interested in the content, but can’t attend live? Register anyway and they will send you the webinar recording and presentation slides following the event.



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Using 457(f) Plans to Recruit & Retain Executives

Picture this: you’ve worked hard to build a strong leadership team for your credit union. You have talented executives and you’re confident that they will continue to lead your credit union to success. You think you’re doing everything you can to reward and retain them…until you lose one of your executives to a competitor.

It could be devastating to lose a key leader. What more can you do to keep his or her on your leadership team? One option is offering a 457(f) plan.

457(f) as a tool for retention

A 457(f) plan is a great way to supplement income beyond salary for your executives. 457(f) plans are not subject to IRS limits on contributions, meaning your credit union can add an unlimited amount of funds to any of your executives’ compensation packages; a great way to motivate and reward top performers.

More than half of all credit unions with assets above $100 million offer 457(f) plans to their executives.* Randolph-Brooks Federal Credit Union in Live Oak, Texas is one such credit union. Randolph-Brooks FCU uses 457(f) plans to help preserve leadership continuity to help in meeting the credit union’s strategic goals.

EVP/CFO Robert Zearfoss explained the credit union’s strategy. “To be competitive in the marketplace, it is something that we have to offer,” he said. “Otherwise, our executives are going to be taken away by other institutions that have those programs.”

A 457(f) plan can also help your credit union recruit new talent. By offering a 457(f) plan, you can compete with banks and other organizations that are able to offer more in terms of compensation.

Advantages of the 457(f)

A 457(f) plan can be customized to meet your needs, including the funding solutions and payout options. It offers flexibility in distribution, allowing you to tailor payout amounts and distribution dates. You can set payout options based on your executive’s length of service, retirement, or other milestones. And, payouts cannot be made until vesting, allowing you to create more incentive for your executives to stay.

Zearfoss explained how implementing 457(f) plans helps his credit union retain their leadership team. “We use [457(f) plans] as a golden handcuff for the executives, because we have a good executive team,” he said. “We want to keep them here.”

Not just for CEOs

Your credit union can use a 457(f) plan for each member of your leadership team. Randolph-Brooks uses this feature to their advantage, with most of their executives having one.

“It’s more than one executive that’s key for our success,” Zearfoss said. “We don’t just cover the CEO.”

Elements to consider

There are a few considerations to make when choosing to offer a 457(f) plan. As a non-qualified plan, 457(f) funds are subject to taxation at vesting – when the risk of forfeiture lapses. 457(f) plans are also subject to creditor claims, meaning bankruptcy or liquidation.

If you would like to implement 457(f) plans at your credit union, be sure to do your due diligence and work with a knowledgeable, experienced provider who can answer any questions you and your executives may have.




NewGen CUMoney

Two great cards for members and their children. Two incredible offers for credit unions.

“Don’t spend it all in one place.”

Something so many parents have said to their kids, as they probably heard it when they were young themselves. Money management is a concern for most parents, especially once their kids start working, or when they head off to college.

LSC® has two products to help parents and their children spend safely and conveniently.

NewGen® prepaid debit card is the perfect tool to teach teens* about handling their money wisely. NewGen gives teens freedom of a debit card without the risk of overdrafts or fraud, and lets mom and dad monitor what they’re spending and where.

CUMONEY® Everyday Spend® prepaid debit card is a wonderful alternative when they head off to college. It works like a traditional debit or credit card, while offering more security. With Everyday Spend, college bound members can buy books, furnish dorm rooms, and even shop or pay bills online, knowing their personal information isn’t at risk. 

  • Safer than cash or credit cards
  • Not linked to personal account information
  • Teens and Students can only spend what’s loaded on the card
  • Convenient to track and manage with the FREE CUMONEY and NewGen mobile apps

This summer LSC® has two special offers for these two products. When your credit union signs up for NewGen or Everyday Spend by September 30, 2017, and opens 40 accounts** by December 31, 2017, you’ll be reimbursed the standard start-up fee for the program. The credit will appear on the January invoice, sent in February 2018.

We invite you to join us for a FREEwebinar highlighting all the benefits NewGen and Everyday Spend offer your members, their children, and your credit union. Select the date & time below that works best for your schedule.

Thursday, July 27, 2017, 2:00 PM - 3:00 PM CDT

Wednesday, August 2, 2017, 11:00 AM - 12:00 PM CDT


For more information on how either of these fantastic products can help your credit union or to sign up today, call 800-942-7124or email This email address is being protected from spambots. You need JavaScript enabled to view it.   

*NewGen cardholder must be 13 years of age or older

**Must open 40 NewGen cards for the reimbursement of the $750 NewGen standard start-up fee, and 40 Everyday Spend cards for the reimbursement of the $500 Everyday Spend standard start-up fee.





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Managed IT Security Services, Email Security, and Cloud-Based Email

BAE Systems (formerly SilverSky) is the expert provider of cloud security solutions. They deliver the industry’s only advanced security-as-a-service platform from the cloud, dramatically simplifying how growth-minded companies secure their most important information.

Forged from their success as a managed services provider, their security-as-a-service platform delivers comprehensive network security and email security services that protect critical information simply and cost effectively. As companies struggle with the increasing security requirements placed on their information-intensive businesses, BAE Systems’ cloud-based security solutions simultaneously reduce cost, manage complexity, and master all your compliance requirements from a single powerful platform. Guided by a mission to simplify how their customers secure their most important information, they create solutions that enable you to pursue your business ambitions without security worry.


Credit unions save 20% off of retail pricing through BAE Systems' alliance with CUNA Strategic Services. BAE Systems' state-of-the-art IT infrastructure (the same type of infrastructure found in the nation's leading institutions) is made available to smaller institutions through an easy to access and affordable monthly subscription service. As a result, credit unions are able to provide improved service for their members by reducing the costs associated with managing security in-house.


As credit unions struggle with increasing costs, rising complexity, and proliferating compliance requirements, BAE Systems acts as a one-stop trusted partner. They drastically reduce the cost and complexity associated with doing business in a secure and compliant fashion, so you can focus on your strategic objectives. BAE Systems conducts extensive research on the latest vulnerabilities and threats, and uses advanced techniques to protect your networks. BAE Systems undergoes rigorous, periodic examinations by member agencies of the Federal Financial Institutions Examination Council (FFIEC), as well as annual Statement on SOC II Type II audits and a Cybertrust security audit.

For more information, contact Jenny Jackson, CUNA Strategic Services alliance manager, at 800-356-9655, ext. 4102 or This email address is being protected from spambots. You need JavaScript enabled to view it. .

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Integrating with Lending Technology to Drive Member Value

It's no secret that credit unions offer better lending rates and a customer experience that's focused on members first. This may be why credit union loan growth is approaching its fastest pace in almost two decades.2

Today, this reality benefits millions of credit union members and drives loan officers to technology that can simplify and streamline lending events.

That’s why CMG has integrated their Protection Advisor® solution with the following loan origination systems: CU Direct’s Lending 360, Velocity™ from Fiserv, Loancierge for Credit Unions from Fiserv, DataSafe® from Fiserv, Symitar’s Episys®, Symitar’s Enhanced Loan Application™, MeridianLink’s LoansPQ®, Temenos LOS, CRIF SAIL and CRIF ACTions.

This means loan officers who use these platforms can connect seamlessly with their Guaranteed Asset Protection (GAP) and Mechanical Repair Coverage (MRC) point-of-sale system, among others. This saves them valuable time and boosts loan growth. In fact, connected credit unions’ year-over-year growth in sales is 10% higher for GAP and 6% higher for MRC than credit unions not using connectivity.

“Overall, connectivity with Protection Advisor saves us at least 5-10 minutes per loan,” said Michelle Hunter, lending systems project manager, Vantage Credit Union.

The integration supports loan officers in two key ways. First, they can show members their cost and coverage options more clearly, and, second, they can illustrate the full value of protecting a loan for the member.

2 – CUNA Mutual Group, Credit Union Trends Report, March 2016




Co-Op Logo


CO-OP Financial Services Announces Acquisition of TMG and Organizational Restructure

Moves Tied to CO-OP’s Commitment to Credit Union Movement Expansion and Growth

CO-OP Financial Services has acquired TMG and restructured its leadership team to deliver payments products and engagement services addressing today’s transformational market dynamics and make credit unions the most desirable financial providers to modern consumers.

“The acquisition of TMG and the evolution of our leadership team are designed to maximize benefits for the clients of both companies,” said Todd Clark, President/Chief Executive Officer. “We are creating a new CO-OP that embraces technology and best-in-class service delivery to create a seamless, secure and personalized experience for our clients and their members, however they choose to interact with their credit union using a CO-OP product.”

CO-OP had been the minority owner of TMG and purchased all remaining shares of the company from the Iowa Credit Union League for $100 million. With the acquisition of TMG, CO-OP becomes a fully-integrated, comprehensive payments services company, realizing the vision of the original partnership formed by the two companies in January 2012.

“The combined forces of TMG and CO-OP provide credit unions with a single point of entry to the most innovative, tailored, cost-effective products and services as they prepare for a rapidly transforming payments landscape,” said Clark. “We will offer the market greater integration of the two company’s product lines and a simplified, predictive client experience. We will also leverage artificial intelligence, custom business intelligence, consultation and deeper security offerings that marry machine learning and human analysis to perfect authentication, reporting and anticipation of fraud.”

The acquisition complements CO-OP’s $25 million investment in technology infrastructure and product innovation in 2017. CO-OP’s investment emphasizes improving the industry’s ability to fight fraud while advancing a positive, sophisticated consumer payment experience – transforming both the company and its offerings to meet the rapid digitization of payments.

CO-OP’s New Organizational Structure

CO-OP’s new organizational structure is designed to bring the best minds in the business together to  efficiently integrate the new combined organization, optimizing the benefits to the companies’ respective and mutual clients. 

CO-OP is adding several key executive management positions and making new appointments to build out its service delivery to credit unions, including:

  • Shazia Manus, formerly CEO of TMG, will report to Clark and become Chief Product and Strategy Officer, to drive a cohesive and forward-thinking product set to clients.
  • Nick Calcanes, previously with Fiserv, joins the Executive Management Team (EMT) as Chief Information Officer, in a move to extend that position’s role to provide more technology strategy and integration between CO-OP’s internal infrastructure and product offerings.
  • Kari Wilfong, formerly CFO/EVP, has been elevated to Chief Financial Officer/Chief Administrative Officer (CFO/CAO), in recognition of her leadership over the strategic day-to-day operations of the enterprise, including finance, security, enterprise risk management and legal counsel.
  • Samantha Paxson joins the EMT and extends her marketing duties to become Chief Experience and Marketing Officer (CXMO). Paxson will lead the way CO-OP’s brand experience is delivered through message, product, value chain and systems. 
  • Jim Hanisch, formerly EVP, Network Operations and Corporate Development, has been appointed Chief Operating Officer, enabling Clark to focus on overall strategy and long-term client needs.
  • Mathew Kardell, previously with First Data, joins the EMT as Chief Revenue Officer, responsible for managing and maximizing the credit union-owned company’s sources of income.
  • Jill DeNiro, formerly EVP, Human Resources, has been named Chief People Officer, signifying the importance of cultivating talent as CO-OP’s greatest asset.
  • Paul Love, previously with the Federal Home Loan Mortgage Corporation (“Freddie Mac”), joins as Chief Information Security Officer, reporting to Wilfong. Love’s duties are devoted to strengthening CO-OP’s security approach in the fight against fraud on behalf of clients.

“We believe the combining of CO-OP and TMG adds up to a ‘dream team’ of the payments and financial services industry,” said Clark. “It’s an exciting time. With our expanded leadership team, CO-OP’s and TMG’s dedicated employees, and a well-defined go-to-market strategy, we have never been in a better position to lead and serve the credit union movement.”

For more information, visit


TheNewCO-OP LandingPage Final v2

Empowering credit unions in today’s digital landscape is CO-OP’s highest priority. Now that they have joined forces with TMG, CO-OP is focusing on five major initiatives to help credit unions become more seamless, secure and positioned for growth. Join CO-OP’s CEO Todd Clark and members of the new Executive Management Team for a discussion about what’s ahead for you and the resources they are developing to help your business and the members you serve.

Date: June 28, 2017

Time: 4:00 p.m. ET / 3:00 p.m. CT

During this webinar, you will learn about the following:

  • CO-OP’s  business integration roadmap and early results
  • The top five strategic initiatives for 2017 
  • Where CO-OP and the industry are heading 






Marketing Audit Reports Update

Quarter 2 marketing for the Love My Credit Union Rewards program is coming to a close. If you have not sent a quarterly communication to your members marketing the Love My Credit Union Rewards program, there's still time! While you’re working on this quarter’s marketing initiatives, check in on how your credit union performed in Quarter 1. The Quarter 1 2017 audit has been completed and the results are available for review on your credit union’s Dashboard, located in the Partner Center. To access your audit report from your Dashboard, simply click on the Marketing Audit Report Tab. From here, you will be able to view the programs you are enrolled in and the status of your marketing. Below is a brief guide to the status indicators:

  • A green check mark will appear if you have successfully completed your marketing requirements for the quarter.
  • A red X will appear if you did not complete your marketing requirements, or if you have not forwarded documentation of your completed marketing tactic for the quarter.
  • To access details for a non-completed status, click on the red X and an audit report summary will appear, displaying the requirements that need to be fulfilled.

As a reminder, the marketing requirements for each program can be found in your Dashboard by clicking on the "Marketing Requirements" tab. If your credit union is missing any marketing requirements, please complete the requirement listed in your audit report and notify your Client Manager or Client Support. Please be sure to forward any documentation for quarterly member communication tactics executed.

If you have any questions, or need assistance marketing the Love My Credit Union Rewards program, contact Jim Feldkamp at This email address is being protected from spambots. You need JavaScript enabled to view it. or your Client Manager or Client Support at This email address is being protected from spambots. You need JavaScript enabled to view it. or 866-348-2887.





How Secure is Your Credit Union Data?

Recently, the largest "Ransomware" cyber-attack in history was unleashed across the globe, affecting over 230,000 computers in 150 countries.

As its name suggests, ransomware is designed to hold your critical data hostage, forcibly encrypting your data until a ransom is paid.

One key step your credit union can take to protect itself is to ensure your critical data is backed up daily and stored securely.

As a leading provider of technology management solutions, Newtek Business Solutions Corp. (NASDAQ: NEWT) can help your credit union stay protected.

Newtek provides:

  • Secure offsite storage and backups
  • Tier-3, military-grade data centers
  • Secure migration of your data to the cloud

Contact This email address is being protected from spambots. You need JavaScript enabled to view it.  today for a free consultation.





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Does Your Credit Union Really Have a Member-Centric Culture?

Financial Institutions of all sizes and types – and really, businesses of any kind – use an array of quantifiable measures to evaluate performance. It’s typically an alphabet soup of sorts – the Key Performance Indicators like ROI, A/R and EBITDA – that guide the organization’s vision, strategy and tactics.

But where does culture fit in, and how does it impact your credit union’s members?

While not as quantifiable as dollars, culture is perhaps the biggest influence on how credit union associates treat members. And it’s those members' reactions and perceptions of the organization that ultimately impact those benchmark statistics.

Definitions of culture at include, “the behaviors and beliefs characteristic of a particular social, ethnic or group.” Applying that version to credit unions, below are some questions to ask to assess if your credit union has a member-centric culture:  

Q: Does our culture align with our strategy?

A: If your credit union’s goals and strategies emphasize the quality of member relationships instead of quantity, its culture may be noteworthy for thoughtfully and methodically performing procedures such as associate training, member onboarding, community-building and respectful time management for meetings or flexible working conditions. If internal behavior is otherwise, then treatment of members will surely follow.

Q: Are the right people in the organization establishing the culture?

A: If the culture is not being led by the CEO with strong support from the head of HR, it may be time to hit the reset button. Increasingly, CEOs are hired or promoted from within due to their vision, their willingness to continue a good culture or even to correct a failing culture that’s not serving its members. While some may believe that an organization’s board of directors should set the cultural tone, the board’s role typically comes from the 50,000-foot view, and they’re not in enough proximity to members to have direct cultural influence. Instead, look for examples of collaboration and accountability initiated by the organization’s everyday leaders.

Q: Is our high regard for our members reflected in our hiring practices?

A: From top to bottom, vacancies should be filled by those who prove to be concerned and responsive to members. A “good fit” goes well beyond matching candidates to operational skills or the immediate task. It’s more about their willingness to get to know the members and their needs, and how best to  make them aware of helpful products,  particularly as long-term employees retire or exit the industry, and newcomers help lead a transition from order-taking to a consultative, sales and service approach. During the hiring process, are you asking the candidate about their values, their intentions or even their willingness to complete a trial project? Their answers may well indicate not only their capabilities, but their compatibility with members who may represent either a geographic community or a dedicated segment such as teachers, law enforcement or similar.

Q: Though led by a few key associates, is our culture felt company-wide?

A: Since your credit union exists to either fill members’ needs or solve their problems – and likely a combination of the two – it’s imperative that everyone feels they’re a participant in the culture.  Culture is shaped by both daily and occasional events. It may take one person to conceive an idea, another to authorize it and another to execute, but everyone should have a participatory role in order to have a member-focused mindset. An easy way to engage associates and even members is to establish a blog that gives associates an opportunity to express their interests and relevant views, while also communicating a sense of openness about the organization.

Q: Is a member–centric culture being communicated consistently, and through examples?

A: Both reinforcing values and effecting change require constantly laying out the current status, desired direction and reasons for any change. Tactically, this can occur through emails, blog postings, newsletters, team-building exercises or other activities. Member success stories and feedback are opportunities that beg to connect associates with each other and other members. Committing to frequency or a specific day-of-the-week can help build anticipation and curiosity. 

In summary, if your credit union is not creating an internal culture that reflects the needs of its members, it may be an ideal time to re-think its priorities and reason for being. In that case, the facilitation skills of an external consultant and business partner experienced in the industry can not only be helpful, but invaluable.



Come Learn With Us

Upcoming Webinars

Come learn with us and jump-start your success with interactive webinars featuring cutting-edge information from experienced facilitators that help you understand not only product details but how to achieve financial success, reduce your risks, and better serve your members.

To register for any of these webinars, please go to  

7/13/2017 12:00 PM (CT)


Performance Coaching


Ever wonder why your employees are performing below expectations? Analyze the situation to close the performance gap and identify solutions to positively impact behavior.

7/18/2017 10:00 AM, 2:00PM (CT)


Member Focused Conversations: Guide with Confidence, Part 1


Members are looking for someone to provide them financial guidance. Even if your members are doing well right now, the unexpected can have an immediate impact on their financial well-being. Part 1 focuses on helping your member feel the impact through a Money Game as they make difficult decisions during an already tough time.

7/19/2017 10:00 AM, 2:00 PM (CT)


Member Focused Conversations: Guide With Confidence, Part 2


Go the extra mile. Part 2 focuses on using consultative questions and a consistent process to provide your members with personalized solutions. Be committed to being your members' trusted financial consultant. If you don't take the opportunity to guide your members, they will look elsewhere for the guidance they need.*

7/19/2017 1:00 PM (CT)


Planning for Disasters of All Types


Planning - disaster recovery, business continuity, cyber incident, safety/emergency, and active shooter – can be intimidating. But, it doesn’t have to be that way. Covering your bases upfront is critical. Learn lessons from real-life scenarios and uncover some simple steps that can help you build robust plans that can help you quickly recover from an unforeseen disaster.

7/20/2017 10:00 AM, 2:00 PM (CT)


Member Focused Conversations: Guide with Confidence, Part 3


Part 3 builds on what you learned about a member focused conversation and takes it to a new level. You won't simply present benefits, you'll personalize them, helping your members to see the value and why payment protection is so important. . .to them!. Go the extra mile.*

7/27/2017 10:00 AM, 2:00 PM (CT)


Addressing Concerns: Close the Case


What if the member asks a question or raises a concern? Don't let this question stop you any longer from educating your members on payment protection. Confidently address four common member questions and concerns related to payment protection.*



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Kentucky Credit Union League
3615 Newburg Rd.
Louisville, KY 40218

Call: 502-459-8026 or 800-333-5285
Fax: 502-459-0189