THE ONLY ALL-DIGITAL, ALL-BUSINESS RESOURCE FOR …

THE ONLY ALL-DIGITAL, ALL-BUSINESS RESOURCE FOR CREDIT UNIONS

THE CFO ISSUE

SEPTEMBER 2018 | VOLUME 13 | ISSUE 9

LENDING SOLUTIONS

Loan Officers are Entrepreneurs, too

Jack Kelly

THE CUSTOMER EXPERIENCE

Member Service Excellence ? The Credit Union Promise

Benjamin Rothenberg

 TABLE OF CONTENTS

TAB SEPTEMBER 2018 | VOLUME 13 | ISSUE 9

THE ONLY ALL-DIGITAL, ALL-BUSINESS RESOURCE FOR CREDIT UNIONS

$75 What does a

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?

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subscription get?

7 UP FRONT

Title here

Tim O'Hara

8

IN BRANCH PRODUCT SALES

The 4 Critical Sales Positions at Your

Credit Union

Nick Brown

13 DIGITAL INITIATIVES

Does Your Financial Institution Have the Right Tools for a Successful Digital Transformation?

Abhishek Veeraghanta

16

CFO CURRENCY

Evaluating Loan Pools CFO Currency Part 1

Alec Hollis and Michael Oravetz

18 MORTGAGE LENDING

Golden 1 Credit Union Enhances Mortgage Experience with First Home Loan Center in Santa Clara

Greg Brown

21 PAYMENT SOLUTIONS

Contactless EMV Adoption Dr. Art Harper

High Quality monthly magazine.

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ISSUE 6

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$9.95

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by Keith Kelly

The CU All Stars! PEJaKmJeuReLanliMeilamntyNxhuiiurfeMrJieKnsaaoroenmChErAleln(onynCD'sloUdl(HeoiCcTenUnrokDraslsMiln(i(Li(CoooiCsneUbnsUngi(Cl-d)CCe(ioKCFnEMnUOgOatoe)OpCSrntuuoktgtlr)uarereetgianoe(cCcn)hyos))m) pliance Update)

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by Roy W. Urrico

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by Jack Kelly

23

B R A N C H S T R AT E G I E S TFLhbayeecLnaeuCdrahoiEnnafogcnBkguisnigness

Branches

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to Lean TMoBpiodtrdtoolwemrforroowmw: :JalLemaftu:ersEamCoEillnlyionMcsko,,rRM?eHixroiJaollmhisn,DsPoeanuDlioNsunn, Jennifer Anderson-Kapke, Keith Kelly

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More

may 2014 | volUmE 9 | ISSUE 5 | $9.95

HR Data

Driven Approaches

Chad Davis

26 LENDING SOLUTIONS

Loan Officers are Entrepreneurs, too

Jack Kelly

28 THE CUSTOMER EXPERIENCE

Member Service Excellence ? The Credit Union Promise

Benjamin Rothenberg

31 CFO CURRENCY

Applications Of Hedging Programs CFO Currency Part 2

Alec Hollis and Michael Oravetz

34 LENDING LINE

Learning Business Intelligence Why it is your early warning system. Aaron Gregerson

38 CU TRAINING

Your Most Important Branch Your Website Kenneth C. Bator

5

CREDIT UNION BUSINESS

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SEPTEMBER 2018

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ABOUT US

THE ONLY ALL-DIGITAL, ALL-BUSINESS RESOURCE FOR CREDIT UNIONS

PUBLISHING TEAM Tim O'Hara, Editor & Publisher tim@ Ashok Kumar, Associate Publisher ashok@ Patti Manzone, Designer

UP FRONT Tim O'Hara

IN BRANCH PRODUCT SALES Nick Brown

DIGITAL INITIATIVES Abhishek Veeraghanta

CFO CURRENCY Alec Hollis and Michael Oravetz

MORTGAGE LENDING Greg Brown

PAYMENT SOLUTIONS Dr. Art Harper

BRANCH STRATEGIES Chad Davis

LENDING SOLUTIONS Jack Kelly

THE CUSTOMER EXPERIENCE Benjamin Rothenberg

LENDING LINE Aaron Gregerson

CU TRAINING Kenneth C. Bator

THE ONLY ALL-DIGITAL, ALL-BUSINESS RESOURCE FOR CREDIT UNIONS

THE CFO ISSUE

SEPTEMBER 2018 | VOLUME 13 | ISSUE 9

LENDING SOLUTIONS

Loan Officers are Entrepreneurs, too

Jack Kelly

THE CUSTOMER EXPERIENCE

Member Service Excellence ? The Credit Union Promise

Benjamin Rothenberg

SUBSCRIPTIONS Credit Union BUSINESS is published monthly (12 issues per year) by CU Business Magazine, Inc. A one-year Digital membership is $75/yr An online membership form is available at register.

TEAMBUILDER

SALES AND ADVERTISING Tim O'Hara, Publisher tim@ or 561-282-6015 #1

CONTACT INFORMATION Credit Union BUSINESS Magazine P.O. Box 2223, Palm Beach, FL 33480 (561) 282-6015 | (561) 588-7711 (fax) tim@

6

CREDIT UNION BUSINESS

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SEPTEMBER 2018

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UP FRONT

BY TIM O'HATARBA

Generosity is Contagious!

F rom the early start of my credit union industry journalistic career, I recognized that credit unions are a lot about giving back to their member/owners and to their communities.

This generosity of spirit extends far beyond everyday lending and investing, it represents huge amounts of money flowing back into the credit union's memberships.

There is not one day that goes by that I don't receive several press releases about individual credit union giving, or entire organizations like CUNA and NAFCU (and many other state and nationals groups) giving generously.

One of my favorite charitable credit union causes is the Credit Unions for Kids in conjunction with Children's Miracle Network. In fact, you will find a pro bono ad for this wonderful charity in this issue and all other issues of Credit Union BUSINESS (146 free ads so far).

CUs give money, but also personal time of numerous volunteers. This morning, I received a press release from Dow Chemical Employees' Credit Union concerning a group of credit union employees who quite literally got their hands dirty from cleaning up about one mile of a neighborhood street near the credit union. These happy faces say a lot about their community spirit, don't they? Thanks for reading!

Tim

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CREDIT UNION BUSINESS

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SEPTEMBER 2018

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