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THINK21: CO-OP's Paxson on Why You Can't Outsource Personalization to a Machine...

7/27/2021

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During the latest CO-OP Financial Services THINK21 Virtual Series event, CO-OP Financial Services Chief Experience Officer Samantha Paxson introduces the show, providing a brief look back at this year's previous events. Samantha then discussed this year's theme of personalization and what it takes for a credit union to deliver a memorable personal experience -- something so many retailers do so well.

A couple of quotes that stood out in Samantha's presentation:
"You can't outsource personalization to a machine. You must have human magic."
"We're here to rethink, not overthink ... treat every person like a person."

Check it out and let us know your thoughts. Visit CO-OP Financial Services THINK21 for the entire presentation and more.

#2632: Payday Comes Early for Members of TruWest Credit Union...

7/26/2021

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Watch the clip above and be sure to check out the full episode located below the show notes.

TruWest Credit Union Executive Vice President & Chief Information Officer Chris Kearney stopped by the CUbroadcast virtual studios to discuss how the credit union's members can get paid early from their jobs. Chris explains that members can get electronic payments early when they set up direct deposit.

This new service, which launched July 1, 2021, continues to drive the TruWest's mission of providing real-time services -- especially payments -- to their members. And, in less than a month, Chris says more than 20,000 members are already participating in this program.

The other item we discussed in this conversation was the famous Chime commercial that showed those customers boasting how they were able to get paid earlier using the neobank's services. Chris added that just about any credit union can do this -- and has been able to for quite some time.

Great talk here with Chris on a very timely topic. Check it out and let us know your thoughts. And be sure to watch the entire episode with Chris below the show notes for all the details.

#2631: Future of Fraud and What Credit Unions Can Do To Prepare Now and Beyond...

7/26/2021

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Watch the clip above and be sure the check out the full episode located below the show notes.

SentiLink Co-founder and CEO Naftali Harris joined us on the show to share his insights on the future of fraud and what credit unions can do to prepare now and beyond. Naftali addressed two areas where fraudsters are upping their activity --DDAs.

He also talked about why fraud continues to increase when there are so many fraud-fighting technologies in the marketplace today. Are we falling behind? Are fraudsters just that good now? Are these technologies too antiquated by the time they hit the market?

Lastly, Naftali discussed the significance regarding the future of fraud -- especially for credit unions looking to keep their members' money and IDs safe.

Another fine education from Naftali in this episode, so check it out and let us know your thoughts. And be sure to watch the entire episode below for all the details.

Mortgage Monthly: CU Members Mortgage's Joe Polaski Talks Outside the Box Portfolio Lending...

7/22/2021

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For this month's live Mortgage Monthly show, brought to you by CU Members Mortgage, CU Members Mortgage Executive Sales Consultant Joe Polaski joined us to talk about outside the box portfolio lending for credit unions.

Here are some of the items we discussed:

credit unions putting first mortgage loans on their books, sometimes for the first time
identify a niche associated with your community or your membership
isn’t creating a sell-able mortgage loan less risky
credit unions can create a loan that is non-conforming but still a good credit risk
adding non-standard mortgages to their portfolio

So many takeaways in this highly informative, rapid-fire discussion with Joe. The opportunities are certainly there for credit unions to leverage. Check it out and let us know your thoughts. And stay tuned for next month's LIVE Mortgage Monthly show.

#2630: How Dover FCU Used Artificial Intelligence to Handle Its Increased Call Volume...

7/22/2021

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Watch the clip above and check out the full episode located below the show notes for all the details.

Tyler Kuhn, VP of Marketing & Digital Experience at Dover Federal Credit Union, and Srinivas Njay, founder and CEO of Interface, joined us on the show to share Dover FCU's road to artificial intelligence, implementing interface.ai’s Intelligent Virtual Assistant (IVA) call center automation technology to handle the credit union’s increased call volume — which doubled during the pandemic.

Both Srinivas and Tyler talked about the significance AI has in managing increased volumes in today's call centers -- especially as this activity greatly increased during COVID. The ability for this technology to grow smarter as time goes on only bodes well for Dover and its members. Service in this area will get more and more efficient over time.

Although, it's still early on in the implementation phase, Tyler discussed member benefits, credit union goals, and IVA best practices. The adoption of this type of technology is going to increase and credit unions need to know what to look for in this area.

Check it out and let us know your thoughts. And be sure to watch the entire episode with Srinivas and Tyler below for all the details.

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THINK21: CO-OP's Paxson on Why You Can't Outsource Personalization to a Machine...

#2632: Payday Comes Early for Members of TruWest Credit Union...

#2631: Future of Fraud and What Credit Unions Can Do To Prepare Now and Beyond...

Mortgage Monthly: CU Members Mortgage's Joe Polaski Talks Outside the Box Portfolio Lending...

#2630: How Dover FCU Used Artificial Intelligence to Handle Its Increased Call Volume...

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