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Credit Union Journal

Friday, September 3, 2010, as of 03:45 PM EDT

Special Report: Facilities/Branching/Branding

Credit Union Journal  |  Monday, February 1, 2010

Special Report: Facilities/Branching/Branding In a wide-ranging special report, this week Credit Union Journal explores how CUs of all shapes and sizes develop and promote the brand experience. From the struggles of small CUs to the challenge of managing a far-flung branch network – particularly those created by acquiring a CU that is far from home – this week's special report has something for everyone.

How Some Small CUs Tackle the Big Task of Branding

FAIRFAX, Va.-While small credit unions face a wholly different set of challenges in delivering consistency across all delivery channels, the antidote to those issues is the same medicine - a strong brand image.

Thursday Night? Time to Call Members, Say Thanks

NORTHGLENN, Colo.-Several employees of Horizons North Credit Union here work late every Thursday night to call members and simply thank them for their business, with a soft cross-sell.

Robberies Lead to Closure, But Others Stress Low-Income Doesn't Mean High Crime

PITTSBURGH – A-K Valley FCU's recent to close a branch due to repeated robberies raises a question for some over whether operating branches in low-income or high-crime neighborhoods is a losing proposition.

Why Coastal FCU Is Exiting One Market to Focus at Home

RALEIGH, N.C.-On Feb. 26, Coastal Federal Credit Union will close its three-branch network in the Charlotte area as part of its strategy to focus on and expand operations in the Raleigh-Durham market known locally as the "Triangle."

Remote 'Express Teller' Used to Expand, Cut Costs

RALEIGH, N.C.-More and more often, the teller a member is talking to might be miles away. That's the case with Coastal FCU here, which is using remote teller technology to upgrade its branches while managing costs.

'So Green We're Gold' at MSU FCU

EAST LANSING, Mich.-The headquarters of MSU FCU has been recognized by the U.S. Green Building Council for earning a LEED certification as a gold building.

Despite Global Reach CU Insists on One Brand

NEW YORK-When it comes to far-flung networks, it doesn't get much more widespread than United Nations FCU's reach.

How Two CUs Are Finding Success in Their 'Mixed Marriages'

SAN JOSE, Calif.-Long-distance marriages are becoming a growing trend, as more credit unions from one part of the country are receiving regulators' blessings to acquire struggling institutions based thousands of miles away.

Merger Mindset: Why Brand Identity Must Be Part of Process

SEATTLE-During a CU merger, the focus is often on internal issues such as personnel and eliminating duplicative costs, but CUs often overlook the need to ensure the brand experience is not diluted.

Research Vault

Engaging with Generation Y- Operational implications for Retail Banks (Video)
Are banks ready for the next generation customer? The next generation of customers is already influencing the service priorities of banks around the world. Not only are such customers acting as catalysts for driving innovation and change across the industry, but they also represent an important growth opportunity for proactive banks. Today, banks are racing against time to cash in on Gen Y. This video helps you know more on the Implications of Gen Y for retail banking and how this segment can transform the way banks do business today. CTA- If your bank is servicing Gen Y or has plans to do so, speak to us to understand how Oracle's applications and technology can help your bank capitalize on the growth prospects offered by this segment.

Account Opening: The Front Door of Fraud Effective Enterprise-wide Mitigation Solutions to Combat New Account Fraud
This white paper examines fraud trends from the lender's perspective, mainly focusing on fraud related to the opening of new accounts, and suggests specific solutions to protect against both true-name and synthetic identity fraud.

Rebuilding trust: Next steps for risk management in
financial services
The financial crisis has changed the way institutions do business. Risk management now takes center stage in the decision-making process, requiring many institutions to revamp their approach to mitigating risks. This Economist Intelligence Unit report shares insights and more on how to better prepare for the future and rebuild trust around your institution. Click to download report.

Protecting the Enterprise: Enterprise Fraud Strategy - Vision and Reality
This research report discusses both the vision of an enterprise fraud strategy that many institutions find so attractive, and the reality they face in implementing that strategy effectively. It is based on interviews conducted with financial institutions ranging from $50 billion to more than $1 trillion in assets, as well as government agencies. The report also discusses where organizations want to go, how far they have gotten, and the many challenges they face in making future progress.

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Web Seminars

Banking in a Facebook World
Empowered by the digital information explosion, consumers today are taking charge and demanding information and service on their own terms - any time, anywhere and any way they want it . Your challenge is to improve the experience for these tech-savvy customers through expanded and smarter access to accounts and information. This new consumer is vital to growth. Join industry experts from Avaya and IBM to learn how to take the customer experience to the next level while keeping control of the conversation and driving down costs. In this one-hour web seminar you will learn: What defines the "New Consumer" and why this group is vital to growth What customers want from today's banks Innovative ways that banks are responding to this challenge Solutions and tools to help solve these challenges How to get started There will be a live Q&A session - so join the discussion and register today! Sponsored by:

Improve Collections without Losing Customers: Tapping the power of multichannel communications
Consumers are under stress and that's seriously stressing collections operations. More and more accounts are rolling from current to late, from early-stage collections to late-stage collections. All told, the number of delinquencies has doubled in the past two years, a trend that threatens the profitability and viability of some financial institutions. It's vital for these firms to stop the bleeding and find ways to improve their collections operations-such as tapping the power of multichannel communications. Effective collections not only prevent defaults and foreclosures, they help keep customers worth keeping for the long-term health of the company. In this web seminar you will learn the following: Emerging consumer and communication trends that influence the success of collection practices Best practices to acquire, retain, and collect from customers to maximize your investments in servicing How to use multichannel communications technologies and services to reach your business goals and empower your staff to be more productive-all while saving money. How a $5B Credit Union reduced their 1-60 day bucket delinquencies by 19% Speakers: Kevin Reilly , Global Managing Director for Financial Services, Avaya Kevin Reilly leads a team dedicated to helping financial institutions solve their business problems. Before joining Avaya, Reilly amassed 26 years of experience at JPMorgan Chase in several roles. As a Vice President in Collections Operations, he managed 20% of the company's overall outstanding credit card deliquencies and his team was able to decrease loan losses 15% year-over-year. As a Senior Vice President of JPMC's Credit Card Call Center Operations, he managed a network of six customer service call centers globally with a staff of 2,400 employees handling 72 million calls annually and generated more than $100 million by turning servicing calls into sales. He also has experience opening, re-engineering, consolidating, closing, off shoring and outsourcing of back office operations. Charles Hall , Managing Principal for Financial Services, Avaya Prior to joining Avaya Chuck served in many operational roles in the financial services industry. Most recently and for 7 years, Chuck was a Director/Vice President for one of two national mortgage origination calls centers for CitiMortgage. In this role he oversaw over 100 loan officers and was responsible for overall call center operations and production. He worked very closely with supporting departments including Operations, Underwriting, Marketing, Risk Management, Legal and Compliance. Prior to that (10 years) Chuck worked in Citi's branch network where he was responsible for various regional locations. While in this role he had complete responsibility for overall P&L, originations (secured and unsecured lending, auto loans, credit cards), collections and customer service. Sponsored by:

Uncover the Hidden ROI of Streamlining Enterprise Customer Correspondence
Customer communications is a core business requirement for customer onboarding, claims processing, cash management, investment management and loan origination. Yet, research shows that financial institutions are not using the most efficient processes to save costs, ensure fast customer response and relevancy. Hear from leading industry expert Craig LeClair, Principal Analyst, Forrester Research Inc, as he discusses: Why institutions still struggle today How to implement and automate an integrated, modern multi-channel strategy solution The many benefits of reduced compliance risk, increased content efficiency, improved customer service and reduced IT costs Learn actionable steps, including how to: Easily create relevant communications and deliver via customer's preferred channel - print, email, SMS and Web Centrally manage all customer correspondence - traditional batch, on-demand and interactive Empower employees to respond to growing customer on-demand needs Optimize content production and personalization, consolidate disparate legacy systems and reduce paper Determine your hidden ROI Speakers: Craig LeClair, Principal Analyst, Forrester Research Inc Gary Porter, CCM Consultant, Pitney Bowes Business Insight This session will be of interest to Enterprise-wide employees such as Marketing, Customer Experience Management, Customer Service, Call Center, Legal/compliance, Operations and IT, among others. Sponsored by:

The Future of Receivables Processing
According to a recent study with Aite Group, nearly 60% of corporations are not fully satisfied with their receivables processing, and 59% indicated they would rather have a financial institution handle it for them. Additionally, more than one third of corporations experience unauthorized discounts or concessions taken by payers totaling more than $500,000 annually. This represents a tremendous opportunity for financial institutions to enter into lush vertical markets and increase their corporate customer base, all while growing revenue. During this web seminar, you will learn about exclusive research findings and how to apply new practices into your organization's processing of receivables. You will discover: The top three receivables challenges companies are facing How receivables are organized and staffed The percentage of companies processing receivables in-house, out-sourced to a bank or use a third-party provider The true impact of exception items and returns for B2B and B2C companies The role of electronic invoicing and bill presentment and payment adoption trends Relative challenges for B2B and B2C companies managing their receivables Register today to learn how to increase straight-through processing, reduce day sales outstanding and understand how a true integrated receivables solution can help solve challenges, streamline receivables processing, gain new revenue and improve customer service. Sponsored by:

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