MCUL & Affiliates | 2015 Executive Summit Strategic Issues Discussion ($90M & Above) Facilitated by: Ken Ross – EVP/COO, MCUL & Affiliates
MCUL & Affiliates | 2015 Executive Summit Stronger Lending Heather Luciani – CEO, Marshall Community Credit Union
MCCU and Lending 2008 – Evaluation of our Loan Portfolio Real Estate…and more real estate! - Where did we need to be? Opportunities Member Interactions we were already having - Mortgage lending process = wealth of financial information - Opportunities for other CU products and services
MCCU and Lending Data - Peer comparisons for non-RE loan volumes and growth - Loan Share of Wallet - % of Loan Approvals that Funded - Demographic data Support the Plan - Marketing tools and promotions - Credit Union, Department, Branch, and Individual Goals - Incentive Programs
What Next? Understand the Strengths & Weaknesses of your lending business Decide your priorities … Where are you compared to where you want to be? Support your proprieties - Compensation and Incentive Programs - Marketing tools and promotions - Credit Union, Branch, Department and Individual Goals You get what you measure! Build excitement and focus Capitalize on the opportunities that are in front of you
MCUL & Affiliates | 2015 Executive Summit Mobile Banking Benjamin Maxim – E-Commerce Manager, MSU Federal Credit Union
Our Mobile Experience MSUFCU Mobile Launched iOS & Android 9/2012 with Mobile Deposit, Bill Pay added 4/2015 Financial 4.0 App iOS & Android just launched 8/17/2015 Apple Pay launched 3/2015 – 4,107 cards enrolled as of 7/2015 81,195 Unique Mobile Banking Logins in 8/2015 21,298 Mobile Only Members in 8/2015 Mobile Logins including Mobile Web, Android and iOS surpassed Online Banking Logins in May 2015 for the first time – 756,014 Mobile Logins in 8/2015 – 686,584 Online Banking Logins in 8/2015
Our Mobile Experience What Makes Us Successful in Mobile Banking? – In House Developers, Home Grown Mobile Offerings, Formed Mobile Team & Added Designers in 2015, Strategic Focus on Mobile in 2015, Listen to Feedback Channels for Ideas, Research Features Released by Top Mobile Finance Apps, Social Media Engagement with Membership What We Have Learned Over the Years? – Response Time to Feedback needs to be Quick, Frequent Smaller Updates are Key, Need to have a Team Responsible for the apps, a Software Design Life Cycle (SDLC) is a must What Does The Future Hold for Us in Mobile? – Enabling as many Features from Online Banking in Mobile as makes sense for the Delivery Channel, Find Ways to Incorporate Loan and Member Applications, All Websites will be Responsive
Going Mobile Key Resources for Knowledge/Skill Building – Conferences, Online Training Sites, Webinars Free and Paid, Online Trade Publications – Competitor Research & Watching App Trends Board Engagement – Explain Value of Mobile Apps to Board – Persuasion via Data is most Successful – Strategic Planning Presentations – Board Briefs with Information about Mobile Banking in “Snackable” Format – Put App Developers in Front of Board – Mix it up, Avoid Getting Technical and Keep it Interesting
Going Mobile Top 5 Suggestions – Social Media marketing drives adoption of mobile apps and provides channel for two way feedback – Watch the top financial apps in the app stores and see what features are in demand – All web sites should be optimized for mobile devices using Responsive Web Design – Engage internal resources for ideation, testing and for getting employee buy in – Frequent smaller app updates reduce member calls, helps members be more comfortable with change
MCUL & Affiliates | 2015 Executive Summit Recruitment & Retention Renae Sisk – VP of Human Resources, Advia Credit Union
Recruitment and Retention Our major focus for both recruitment and retention has been our culture. – We have created and are living an employee brand and we speak directly to that in the recruiting process. We talk about more than just salary, we focus on the complete benefit package and career opportunity. – Openness to new technology and processes – Centralized teller hiring to allow a specific focus on this type of position – We are not afraid of turnover, while we try to reduce it, sometimes it is necessary – Our biggest struggle has been recruiting for some of our IT positions
Recruitment and Retention Board strategy • Our board is very strategic and empowers us to take the steps necessary in recruiting and retention Turnover and staffing numbers • Approximately 390 employees • Turnover ratio is around 2% • 55% are filled by external candidates
Recruitment and Retention Top 5 suggestions: • -Recognize excellent performance and reward in both pay/incentive and in team/credit union recognition • -Have a plan to develop internal talent that includes job shadowing and cross training when possible. • -Talk to your staff about their future career goals. Where do they see themselves? Be their partner in helping them achieve those goals. • -Use a behavior assessment as a guide or a resource but not as the only decision maker in hiring. • -Spend time developing the management team. The quality of the management team has a direct impact on retention. Work on clear expectations, goal setting and good communication.
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