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The reliable branch

first_img 23SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Chad Davis Chad Davis is Industry Sr Solutions Marketing Manger, F5 Networks, which is the leader in app security and multi-cloud management. He can be reached at c.davis@f5.com. Web: https://www.f5.com Details Personalized member service has always been a top priority of credit unions. Although that mentality still reigns true, modern-day customer service has evolved and employees are looking into different ways of helping their members.These days, members are looking for more than just familiar face from their financial services providers. They require a wider range of products and services, a full array of delivery channel options, and account access whenever and wherever they want it. On top of that, members continue to appreciate traditional, old-fashioned personal service. This is especially true of consumers more inclined to take their business to a financial institution that claims to be different from its competitors. If a credit union promises to put members first, the frontline service it provides should clearly demonstrate that commitment.What do credit unions need to do to satisfy their members by successfully creating the amalgam of modern-day banking and individualized attention? Several timeless aspects of one-to-one personal service, combined with technological tools for branch management, can help target the types of transactions and guidance members are seeking so the financial professionals staffing each branch can anticipate and deliver on those needs.Different members, different branch. Branches tend to reflect the character of their surroundings and, in general, the types of members who choose those locations. Branches in family-friendly neighborhoods serve different needs than a branch with a prime spot in a business park. And neither serves the same type of members as the office within walking distance of residential developments that cater to active seniors.A demographic survey can sketch in the outlines of the types of services a branch can expect to be in demand in its market area. Using data from the core processing system and lobby tracker software can supply more detailed information about members’ requests for service so frontline employees can be trained and scheduled to be on hand and fully prepared to deliver the services members expect when they walk through the door.Make business personal. Members want to be treated like people, not account numbers. Lobby tracking software invites members to sign in and state their business. Access to this information up-front facilitates queuing and gives financial professionals the information they need to greet members promptly and personally.Keep it short and sweet. On the other hand, overscheduling staff results in employees standing around idly when branch usage is low and can increase costs for credit unions. By monitoring branch traffic, they can more effectively schedule full- and part-time employees to be on hand during periods of peak demand.The 2017 FMSI Teller Line Study, which analyzed patterns in more than 16 million branch transactions at  credit unions across the country, found that mornings are generally less busy than lunch hours and afternoons. Credit unions can combine core processing data with information from lobby tracker software to conduct individual branch analyses of types and volumes of transactions to better align scheduling with members’ banking habits.Try using this friendly greeting: “I’ve got everything ready for you.” For the most part, the technology supports discussed thus far to improve branch service delivery operate in the background, but one new automated tool is designed to connect directly with members. Busy people appreciate the benefits of appointment-scheduling software as it ensures that their time spent in the branch is being used efficiently and effectively—no waiting when they arrive and any preparation, such as having the right forms and documents lined up, completed in advance. Appointment apps also supply useful data for branch managers to track what types of transactions and guidance members are seeking.There’s more to service delivery than service. Staff scheduling software can help credit unions reduce idle time among branch employees and identify blocks of time where secondary duties, such as outbound sales calls, can be assigned with the aim of enhancing revenue production.The teller line study quantifies the impact of smarter scheduling and other strategies to improve branch efficiency on teller productivity and labor costs. According to that analysis, tellers working for FMSI’s top 10 clients, based on productivity measurements, handled an average 20.3 transactions per hour, compared to the 13.1 average for all credit unions included in the study. Labor costs per transaction for top performers averaged 94 cents, compared to $1.30 for all credit unions.Fully understanding members and their banking preferences and their habits —what brings them to a branch and when and where they prefer to conduct these transactions—can help credit unions personalize customer interactions, reduce wait time, and schedule staff more efficiently. While technology has pushed members to redefine high-quality service, it can also help deliver on those expectations branch by branch.last_img read more

Compliance is the baseline for credit union diversity-equity-inclusion programs

first_img 15SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Miriam De Dios Woodward Miriam De Dios Woodward is the CEO of PolicyWorks, LLC. She also serves as Senior Vice President of AMC, the holding company of the Iowa Credit Union League and parent … Web: https://www.policyworksllc.com Details As credit unions increasingly embrace diversity, equity, and inclusion (DEI) initiatives and seek to better represent and serve their ever-changing communities, understanding the regulatory components that touch such initiatives is an important starting place.For example, laws such as the Equal Employment Opportunity (EEOA) and Equal Credit Opportunity (ECOA) acts outline baseline requirements for employers and financial services organizations to follow to ensure equal treatment regardless of ethnicity, national origin, gender and other protected classes. Viewed from a different perspective, these laws provide the baseline for inclusivity in hiring and lending. While the EEOA speaks to the area of human resources, which is a robust area in and of itself, let’s focus on DEI from a membership standpoint. Certainly, few if any credit unions today consciously or actively discriminate against particular groups based on national origin, race, religion, or other criteria. But inclusion involves more than mere non-discrimination. It means proactively reaching out to underrepresented groups, understanding their needs, and striving to meet those needs through the credit union’s products and services in a compliant manner.Adjusting Products and ServicesCredit unions, like all organizations, have to make business decisions on a variety of matters every day. One such business decision could be expanding their services to underrepresented groups. A way to ensure the credit union is addressing the community at large is to consider the changing demographics in its membership area and aligning account opening and lending practices accordingly. If the credit union is serving immigrant groups for example, this may require an update to a member identification program, lending policies and procedures, in order to be inclusive of all.End-to-end MindfulnessIt is important to keep the needs of the target community in mind from end-to-end, all the way from advertising to member service on the front-line. For example, if a credit union advertises its services on its website or elsewhere in a language other than English, be sure to have employees available to speak to members in that other language. This will not only make non-English speaking members more comfortable working with the credit union and can reduce misconceptions or misunderstandings among non-English speaking members, this will help you avoid any potential UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices) violations and overall will avoid misleading members into thinking you offer services in another language if in fact you don’tIf you are going to provide materials in another language, a translation strategy is also important to ensure all relevant information is accurately translated, leaving no room for misunderstandings. Because there can be many ways to translate a word or phrase from one language to another, it is important to seek experts who not only understand the native language being translated to, but also understand financial and credit union terminology for any required translation work. Accuracy, consistency, and relevancy are important in translations. Avoid using Google Translate for something this important and seek outside consultants, if necessary, to assist. Going Beyond Traditional ApproachesServing diverse population groups is part of the credit union creed. While there are always regulations to consider, there are also many opportunities to grow credit union membership by tailoring products and services to specific needs of the membership base.Serving people with non-traditional forms of identification, such as a consulate card, is one example of new membership a credit union could be serving. By expanding services to include underserved members and updating the credit union’s member identification policy and procedures to include non-traditional forms of identification, you do not have to turn down membership. The IRS’s Individual Taxpayer Identification Number (ITIN), which is a taxpayer identification number that some immigrants may have, is a valid taxpayer identification number that credit unions can accept to lend and open interest-bearing accounts. Another opportunity to be inclusive in lending is through the underwriting process. Members without traditional credit histories may not have the traditional forms of documentation you seek to verify credit, however, this does not mean that they have not established credit. The credit they have established however may be found in non-traditional sources such as alternate payment data, including that found in paying recurring bills such as utilities, or rent. While this likely would not alter your lending policy, it would require a change in underwriting procedures to ensure your requirements list is as inclusive as possible. This would apply for anyone seeking a loan at your credit union, whether it’s a young college student or a recent immigrant.  To achieve success in DEI initiatives you need to go beyond meeting the regulations. The regulations provide a baseline framework, however, it takes initiative and a commitment to ensure you go beyond what’s required to what’s needed in your communities.last_img read more

Rasmussen is proving you can nab a family-friendly home for under $200,000

first_imgTHE Upper Ross suburb of Rasmussen is offering buyers huge value for money with a tidy three-bedroom home recently selling for under $200,000.Craig Pearce from Ray White Kirwan sold 14 Amber Ave for $185,000 on July 13 to an investor impressed with the property’s expected gross yield of 7.5 per cent.Median house prices in Rasmussen have decreased 23.4 per cent in 12 months to $295,000, well below the Townsville average of $340,000 according to the latest CoreLogic figures.Houses are staying on the market for an average of 82 days and 97 houses have sold in the last 12 months.The suburb has a high stock of family-friendly homes and represents a huge opportunity for first home buyers wanting to get on the property ladder or the savvy investor looking for rental return.Mr Pearce said 14 Amber Ave was originally listed for $215,000 before the asking price was dropped to $199,000 which resulted in a huge increase in interest.“The owner has done some painting and put in some new airconditioners so it was well presented,” he said.More from news01:21Buyer demand explodes in Townsville’s 2019 flood-affected suburbs12 Sep 202001:21‘Giant surge’ in new home sales lifts Townsville property market10 Sep 2020“Anything under $200,000 attracts first home buyers and investors looking for a good return on their money.“Once it went down under $200,000 we had people coming through the door that tended to be young people looking for a first home, older people looking for an investment and single parent families.” The home is on a 604sq m block and features three bedrooms, separate family room, one bathroom and carport.A large undercover patio leads out to the back yard while there is also a garden shed and solar hot water system. Mr Pearce said property presentation was just as important for affordable properties as it was for luxury homes.“It comes down to the size of the home and the presentation,” he said.“If a home is represented well, is clean and tidy, really well maintained and listed for under $200,000 then it’s going to attract quite a lot of attention.”last_img read more

Football News Inter Milan get back to winning ways in Serie A, Napoli stumble behind against Juventus

first_imgParma are currently in 12th position after losing 0-1 to Inter Milan.Parma had held leaders Juventus 3-3.Napoli fell further behind Juventus after 0-0 draw against Fiorentina. highlights Milan: Napoli could finish the weekend trailing Serie A leaders Juventus by 11 points after Carlo Ancelotti’s wasteful side stuttered to a 0-0 draw at Fiorentina, as Lautaro Martinez scored the only goal to get Inter Milan back winning against promoted Parma. Both sides start their Europa League campaigns this week after crashing out of the Champions League with Napoli travelling to FC Zurich and Inter Milan away to Rapid Vienna in their round of the 32, first leg ties. Fiorentina goalkeeper Alban Lafont produced a string of saves to deny Piotr Zielinski and Dries Mertens as Napoli failed to score away from home for the third game running. “We dropped two points that we would’ve deserved for attacking from start to finish,” said Ancelotti.           “In some ways, it was an impeccable performance, but we weren’t clinical enough in front of goal and were forced to make do with a point.” Ancelotti’s side have now been held twice in the past three games while hosts Fiorentina drew for the 11th time in 23 matches this season to sit ninth, but just six points off the Champions League berths.     The Tuscany side’s best chance came just after half-time when French midfielder Jordan Veretout was denied by an excellent stop from Alex Meret. Inter Milan, in third, got back winning after Martinez came off the bench late, scoring after 79 minutes at Parma, after an earlier Danilo D’Ambrosio headed goal was ruled out after a VAR video review for a handling offence.  RELATED            Belgian midfielder Radja Nainggolan crossed nicely for the Argentine blast in Luciano Spalletti’s side their first league goal and win of 2019. Inter are now nine points behind Napoli, with Roma in fourth, a further five points behind, and Lazio fifth after their wins over Chievo and Empoli earlier this week.           “I’m well suited to overcoming difficulties,” said under-pressure Inter Milan coach Spalletti. “Just as the defeat against Bologna (last week) caused despair, this victory will give us enthusiasm and strength. We must now keep a low profile to rediscover stability. We showed positive things tonight, but we need to produce further performances like this to gain consistency.”      Parma are in 12th position with just one goal from their last five games, despite their heroics last week with a late Gervinho double holding champions Juventus 3-3.              Unbeaten Juventus could stretch their advantage to double digits on Sunday when they travel to mid-table Sassuolo, firming on track for an eighth consecutive league title.center_img For all the Latest Sports News News, Football News News, Download News Nation Android and iOS Mobile Apps.last_img read more

‘Your Voices Will Be Heard’

first_imgThe president of the Central Bank of Liberia Staff Association (CEBSA) has assured his colleagues that every member’s voice will be heard at all times as long as he stands to serve as their president and with adequate support from them (the workers).Mr. D. Bouleigh Cooper said though effective communication is not easy, but he will do all he can in his power to ensure that cordial working relationship exists between the workers’ association and the CBL administration.The president of CEBSA made the statement on Saturday, January 18, at the induction ceremony of his leadership in Monrovia.He acknowledges that though there has been some level of cooperation between the administrations and the workers of the bank, but he wants to take that (working relation) to another new dimensions.CEBSA president indicated that his administration will continue to expand and improve a good working relationship with the administration in seeking the common welfare of the CBL as well as it employees.Mr. Cooper, who is also the sixth sitting president of CEBSA used the occasion to appeal to the CBL management to ensure that incentives that will motivate staff to do more for the entity should paramount.The Central Bank of Liberia workers’ union president reminded his colleagues that CBL was “all” they have.“We need to take our jobs seriously, professionally that will reflect the signal and loyalty to our bosses,” Cooper told CBL employees.According to him, there are much to put on the table (creating a vibrant working environment for staff, administration) than to receive.Also speaking at the program, the managing director of Liberia Petroleum Refining Company (LPRC), T. Nelson Willaims, II, urged the leadership of CEBSA to be focused and committed to their job.Serving as installing officer, the LPRC boss said to serve is not easy but with commitment and transparency CEBSA can improve the entity (CBL).Mr. Williams urged the executives of CEBSA to be a good leaders; adding: “You must be a good servant to the people.”He further acknowledged them to be steadfast in seeking the welfare of their members.For his part, Leroy Z. B. Nuah, former president of CEBSA, who gave the overview of the association said that during the time of the National Bank of Liberia, it was then called “National Bank Social and Athletic club” (NBSAC).According to the president emeritus of CEBSA, NBL Social and Athletic club in collaboration with the management of the Bank held year-end beach party, where each year employees from various departments were honored for most dedicated, most hard working and most punctual employees of the Bank.He said following the establishment of the CBL, there was no organization that could represent the voices of the staff as it was done at NBL, until July 2004, when the late Executive Governor, Charles E. Green, thought it wise to re-establish the social club at present day CBL.Adding that the sole purpose of the club was to bring together staff during happy and sad moments and also advocate for them.Meanwhile, the first election of CEBSA was held in 2004, 2007 second election and third election in 2013, which brought Copper and his administration into power. Share this:Click to share on Twitter (Opens in new window)Click to share on Facebook (Opens in new window)last_img read more