In today’s competitive environment, a drop in service quality can have long-term negative implications. A disappointing experience can make an impact on your loyalty and retention stats and much more—the details of the slip up can go viral at the touch of an “enter” key. Learn how all employees can help strengthens customer satisfaction, long-term loyalty and new business opportunities.

By Mark Roe, National Sales Director

There are a lot of circumstances that affect an institution's performance in today’s ever-changing environment, many of which are beyond your control. But there are plenty of ways to achieve better overall financial and account holder service results by taking a look at how your institution operates. Learn how an objective study of your processes and procedures can clarify areas for improvement and reveal a silver lining that can positively impact your bottom line.

By Mark Roe, National Director

As speed and convenience demands increase for transacting business with financial institutions, there is always a question of how you are going to meet those demands. Technology plays a key role is meeting these demands, knowing which technology is the right fit for your organization is not always easy.

3 KEY AREAS WHERE EXPENSE MANAGEMENT CAN MAXIMIZE PERFORMANCE

By Mark Roe, National Director

As costs rise due to increased regulatory expectations and advancements in technology, on top of your convenient locations and skilled workforce, the prospect of expense reduction might seem daunting. If your financial institution is looking for ways to reduce expenses without jeopardizing your service quality these options could be the solution you are seeking.

By Charles Shanley, SPHR, CFS

Maintaining account holder trust is essential in today’s competitive environment. But this can be more difficult when reports surface of ethical missteps at a major U.S. bank involving sales tactics that open millions of phony accounts in the names of unsuspecting consumers. Learn the four steps your institution can take to ensure you are hiring leadership candidates who will maintain the highest business standards, and build a culture of trust and transparency for your employees and account holders.

By Richard Miller, Executive Vice President

Regulators continue to scrutinize the impact that non-disclosed financial products and services have on consumers, financial institutions need to re-evaluate their eligibility parameters. If your current overdraft solution or courtesy pay program is undisclosed or its usage is based on a complicated matrix that unfairly impacts certain account holders, you could be at risk.  Learn how to alleviate compliance concerns and more.

At first glance, Call Report data between 2012 and 2015 paints a rosy picture of the increased number of credit union checking accounts. But as earnings continued to lag during the same time frame, the growth in account numbers is overshadowed by an income loss of $1.70 per account per month - or $1.168 billion industry wide. While new income sources remain scarce and costs for compliance and technology are expected to increase, learn how you can make the most of continued growth in membership potential with a results-driven overdraft program.

By Kimberly Cockrill, Publications Manager, Cornerstone Credit Union League 

As regulators continue to scrutinize rules affecting overdraft programs, having robust software that provides more efficient program management can help increase revenue. Learn how offering overdraft services provides a real solution for account holders works.

By Jan Southern, Senior Consultant 

While the overall number of consumer branch visits continues to decline nationally, there are still many instances where account holders prefer face-to-face advice on their financial transactions. This can be challenging for traditionally staffed institutions that are committed to maintaining efficiencies, while providing the best service possible. Learn how a staffing study will result in appropriate staffing levels and scheduling that can reduce personnel expenses and guarantee a better experience for your account holders … no matter how they access your services.

DELAYING ACTION UNTIL REGULATORS ISSUE NEW RULES NEGATIVELY IMPACTS MORE THAN YOU THINK

By Cheryl Lawson, Executive Vice President-Compliance Review

In an environment where interest rates are low – and few product and service options exist for generating revenue – uncertainty surrounding how regulators might rule on overdraft solutions is keeping many institutions from earning the fee income they need to maintain a strong bottom line and serve account holders’ needs. Learn how a fully-compliant overdraft program can provide substantial revenue gains for your institution, without adjusting fees. Otherwise, taking a wait-and-see approach will cost you potential income and improved service opportunities.

NEW AGREEMENT ADDS EXTENSIVE RECRUITMENT SOLUTIONS FOR CREDIT UNIONS

MADISON, Wis. (June 07, 2016) – CUNA Strategic Services (CSS) Inc., has announced an expansion of its strategic alliance agreement with John M. Floyd & Associates (JMFA) that will provide credit unions with access to highly qualified executive and senior management talent through JMFA Recruitment Services. This agreement expands the alliance between CSS and JMFA that dates back to 2003.

As speculation continues regarding what ruling may result from on-going regulatory review of overdraft services, some financial institutions are waiting on the sidelines to implement an overdraft program or upgrade their existing solution. Yet, at the same time, account holders continue to experience occasional financial shortfalls, and banks and credit unions continue to struggle to earn the revenue they need to fund new technology-based programs and services. Learn how a fully-disclosed overdraft program can provide consumers with a reliable financial safety net while giving financial institutions a fully-compliant source for non-interest income.