credit union

By Robert McGarvey

What a difference a pandemic makes.  Just six months ago when contactless payments came up, credit union c-suiters, most of them, yawned and dismissed it as a nice to have that hadn’t vaulted up to must have status – and, besides, many hundreds of credit unions are signed up for Apple Pay which gives users a version of contactless.  Who needs more?

More specifically: who needs a credit union contactless enabled debit or credit card?  Most credit unions, just six months ago, thought the right answer was not us.

That was then, this is now and now, in a in a pandemic, the consumer’s cry is getting loud: give us contactless and give it to us now.

Continued at CU2.0

by Robert McGarvey

Bad times are coming at you. A recent Credit Union Times headline screamed: Preparing for COVID Loan Losses. The subhead multiplied the miseries: CUs are preparing for a wave of COVID-related loan losses, delinquencies, and bankruptcies.

Many credit unions will find their own futures in doubt. Some experts say 20% will close in the next few years.

You need new, sharp thoughts. Help!

What you need just may be a mastermind group.

Motivational writer Napoleon Hill spelled out why a mastermind group works magic in his book, Think and Grow Rich: “Analyze the record of any man who has accumulated a great fortune, and many of those who have accumulated modest fortunes, and you will find that they have either consciously, or unconsciously employed the ‘Master Mind’ principle.”

Wrote Hill: “It is a well-known fact that a group of electric batteries will provide more energy than a single battery. It is also a well-known fact that an individual battery will provide energy in proportion to the number and capacity of the cells it contains.”

Continued at CU2.0

by Robert McGarvey

“What could we do to make our members’ lives better?” That question, said Mark Shuiling, vice president of technology at $900 million Wildfire Credit Union in Saginaw, MI, is what set the institution on a quest to bring its members a unified, omnichannel banking experience. The quest began maybe five years ago.

It is now coming to fruition, with help from digital platform developer Backbase.

Here is the story of an institution that decided that digital was its future – if only because it is what the Millennials and Gen Z members of any credit union crave.  These are people who grew up with personal computers at their sides and the younger ones cannot remember a time when they did not have an iPhone or Android phone in their hands.

When the COVID-19 pandemic hit, the wisdom of Wildfire’s decision became all the sharper, said Schuiling – it was suddenly obvious that digital is the future for all of us, simple as that. 

Understand, Wildfire is just now beginning to roll out its new unified banking platform and it will do it deliberately, carefully, said Schuiling.

Know too that Wildfire is way ahead of most credit unions in its digital journey. Sure, just about every credit union executive pays lipservice to the idea of digital banking, but the stark reality is that few have climbed aboard this movement. That’s why Vince Bezemer, head of strategy for Backbase, which also has worked with Navy Federal, Schools First, and State Employees’ Credit Union of North Carolina, estimates that maybe 10% of financial institutions really get what it means to be digital.

And 90% don’t.

Which side are you on?

Continued at CUInsight.com

by Robert McGarvey

No more cookie cutter solutions.  And put a branch in the member’s hands with mobile tools that allow the member to do pretty much anything he/she could do in a branch.

When Wildfire, a $900 million credit union in Saginaw Michigan, set out on its omnichannel journey four or five years ago it dreamed big, says Mark Schuiling, VP of technology.  

A lot of the process was doing hard thinking about what the institution wanted to be and what it wanted to provide members. From the start, however, Wildfire knew its future would be digital and it also wanted to provide members with a unified consumer experience, not the fragmented experience many credit unions offer because they have pasted together solutions provided by third party vendors.

At $900 million, however, and with only three programmers, Wildfire also knew it had to carefully pick a vendor and a tool that would suit its budget and its internal skills.

About a year ago, the process turned serious and Wildfire went all in on its digital transformation, working with Backbase as its technology partner.

Listen up to the Backbase podcast, number 110 in this series. 

This Wildfire podcast tells the story from the institution’s perspective and Wildfire candidly tells about its hopes, its challenge, and also why it now is going slow in the roll out of its omnichannel solutions to members (because it wants members to want the solution and to know they want it).

Listen up here.

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com

And like this podcast on whatever service you use to stream it. That matters.

by Robert McGarvey

For how many years have you heard about omnichannel banking – and you also know not many institution have done this more than pay lip service to an idea of the digital first financial institution.

About 90% of financial institutions in the US in fact fall very short of really getting omnichannel, says Vince Bezemer, head of strategy at Backbase, a digital platform provider with the tagline “Become the Bank that People Love.”

That means about 10% of US FIs are in fact digital first and of course that includes many of the biggest.

But it does not mean that credit unions can’t succeed in embracing a digital first strategy.

In fact now, in the Covid-19 era, many are going forward at high speed to become digital first.

As for Backbase’s pedigree, know that its clients include Navy Federal, State Employees Credit Union of North Carolina, and Schools First.

But Bezemer in this podcast stresses that Backbase has tools and services for smaller institutions too. 

This podcast is Part 1 of a two part series on digital first.  In this podcast Bezemer talks at length about what digital first means, why it is important, what institutions need to really do it, and why you don’t want to define your credit union with cookie cutter tools and apps that literally hundreds of other credit unions use.

In Part 2, you will hear from Wildfire Credit Union, a Backbase client that is deep into its transformation into a digital first institution. It’s a rare, candid look at what the process really is.

You know digital first matters.  

Listen up.

Hear the Backbase podcast here.

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com

And like this podcast on whatever service you use to stream it. That matters.

Paul Ablack knows big data and fintechs.  He served as CEO at OnApproach, a big data company aimed at credit unions that was acquired by Trellance.

Ablack left OnApproach after the acquisition and is now noodling new opportunities in fintechs and especially in commercial lending for deposit rich credit unions.  In that latter regard he is bullish on what he sees as major opportunities in lending for new senior care facilities and, yes, that industry has taken a beating in the Covid-19 era but that, too, may well fuel the need for new, more smartly designed senior care facilities.

The need for senior care will only grow for some years to come as Baby Boomers  age (and the oldest Boomers are now 74, the youngest 56).  

Throughout, Ablack sees unique opportunities for credit unions, in part because of their cooperative character. If enough credit unions share data, a powerful big data lake would be an industry asset that will help credit unions compete with the biggest banks.

If credit unions come together into what Ablack sees as a Venture Capital CUSO that manages many fintech investments, big successes could come to the movement, he said, where today’s piecemeal, every credit union for itself fintech investing produces scattershot successes.  

Bold thinking? You bet. That’s why Ablack is a fun podcast guest. He throws out a number of good ideas you may not have heard before.

Covid-19 is triggering huge changes in financial services. Tomorrow’s services won’t be today’s.  Think new, think fresh – and this Ablack podcast will nudge you in that direction.

From our archives, here’s a podcast with Lou Grilli of Trellance.  It predates the OnApproach acquisition.

Listen to the Paul Ablack podcast here.

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com

And like this podcast on whatever service you use to stream it. That matters.

Before he was 40, Ralph Swoboda was named CEO of CUNA in Washington, DC.  That was in 1986 and he held the job until 1994.  That was when CUNA was a big association, with a head count upwards of 1400 because it provided a lot of assistance for credit unions with back office operations.

His next job after leaving CUNA was chairman of the management committee of the Association of British Credit Unions, based in Manchester, England.

Later, he moved to CUNA Mutual where he was head of international operations, directing operations in some 30 countries, from China to the Caribbean.

Now Swoboda is managing director of CUFA Ltd., a fintech based in Dublin, Ireland which creates lending analytics software running on big data for credit unions in Ireland but expansion into the United Kingdom and the United States is afoot.

Buckle your seatbelt for this wide ranging conversation that covers upwards of 35 years of high level involvement with credit unions, literally in dozens of countries. You will hear about differences between Irish credit unions and American credit unions, about the importance of community banks to US credit unions, and how the US payments system is something of a Third World embarrassment.

We wind up discussing the lending analytics tools Swoboda now is involved in and the timing could not be more ideal as many credit union executives awaken to the reality that lots of once solid loans on their books may be turning bad as Covid-19 takes its toll on many national economies.

Probably no podcast in this series covers so diverse a range of topics, countries, technologies.

You may not always agree with Swoboda. But you will definitely have fun listening in on this conversation.

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com

And like this podcast on whatever service you use to stream it. That matters.

LISTEN TO SWOBODA HERE

When Bert Hash, Jr. took over as CEO of MECU in 1996 it was a $400 million institution with one branch that served municipal employees of Baltimore. In this podcast he tells about the institution he took charge of. It had exactly zero ATMs.  It did not dispense cash to members – if a member wanted a withdrawal, they were issued a check and most went across the street to a bank to cash it.  

Hash, who came to MECU after a long career with banks, knew there had to be changes.  Within his first six months he put cash in the branch, installed the first ATM, brought in computers and prepared the institution for the battles ahead of it.

When he retired in 2014, MECU had assets of $1.3 billion, a membership of 106,000, and it had grown from one branch to 11.

I knew I had to talk with him even before I heard that story and that was because retired SECU North Carolina CEO Jim Blaine and Renee Sattiewhite of AACUC  enthusiastically seconded the motion.

When I initially asked Bert, he momentary hesitated – did he belong in the company this podcast features? Of course I knew he did. But he is a decent, modest man and you will hear that personality throughout this podcast.  

In one section he tells of taking a call from an irate member who believed MECU had made a mistake with his account. Bert agreed with him but still the man went on and after 30 minutes, the man was still threatening to move his account to a bank.  Bert told him he was sure he would find at least one thing different at a bank. What, asked the man. “You won’t have a half hour conversation with the bank CEO trying to convince you to stay,” said Bert.

His is a credit union life and it is made all the special because, as an African American, he faced challenges in his career path and in his leadership of MECU.  He tells his story in this podcast which is an especially personal document.

At the end, you will hear a podcast paste on where a recording of a call Bert made to me is.  That’s because as he reflected overnight about what he had said when asked if he witnessed racism in financial services, he decided he had more to say. His perspective is thoughtful, nuanced, realistic. (Sound quality is different. But the recording is audible.)

He offers a brief summary of the 100+ year of African American credit unions, tells why he think them important in reaching out to the underserved, and offers a stirring perspective on the real credit union mission.

Along the way, you will hear mention of many past CU2.0 podcasts – Jim Blaine, Bucky Sebastian, Gary Oakland, Renee Sattiewhite, Bill Bynum, Cathie Mahon, and Marc Schaefer.

This podcast is recorded in Phoenix – thus the first remarks from Bert.

Listen here.

Tech note: this week the podcast switched to new software, Hindenburg Journalist.  Forgive any glitches – they are on me.

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com

And like this podcast on whatever service you use to stream it. That matters.

by Robert McGarvey

This is a summer of discontent. Streets in many American cities, from Portland OR to Phoenix to Washington DC are filled with protesters demanding more opportunity, and better treatment for people of color.

What does this have to do with credit union people?

Potentially a lot.

Keep reading here.

Are you ready to jumpstart your credit union’s successes? 

How about your personal success?

You want to know about the new CU2.0 Mastermind group – which is specifically created to help credit union and fintech leaders come together in small, working groups to hash out problems, solutions, opportunities.

Listen up: we are in a crisis. A health crisis and a national, indeed global, financial crisis.  The impacts of what we now confront will be with us for years.  You remember 2008.  This is worse. And it will cause more disruption.

That’s why now is the time for a Mastermind group.  Because it’s time for a big rethink and a Mastermind group will put this process in overdrive for participants.

Mastermind groups work. They accelerate success. In this podcast you will hear personal testimony about the power of Mastermind groups from CU2.0 founder Kirk Drake.

You also will hear from Dr. Patty Ann Tublin who shares her psychological insights into what challenges credit union and fintech leaders face today and the barriers they face in succeeding.

And you will hear about how these Mastermind groups will work, mixing small group sessions with larger ones and all done virtually, at least for now.

You’ve heard of Mastermind groups? Indeed you have if you have read the great motivational writer Napoleon Hill who is credited with coining the term in his 1920s book The Law of Success.  He elaborated upon the idea in his later book, Think and Grow Rich.

In its simplest form a Mastermind group is for peer to peer mentoring – meaning the same folks get together, in person or virtually, on a regular basis and hash out what is gnawing on them.  In the CU2.0 version, sessions are facilitator led to add more focus to every session.

That will speed the results and, nowadays, who has time to wait?

Listen here. 

Like what you are hearing? Find out how you can help sponsor this podcast here. Very affordable sponsorship packages are available. Email rjmcgarvey@gmail.com

And like this podcast on whatever service you use to stream it. That matters.

Find out more about CU2.0 and the digital transformation of credit unions here. It’s a journey every credit union needs to take. Pronto