Community Educators Credit Union, Rockledge, Fla., Senior Mortgage Underwriter Sheila Ryan has earned the CUNA Mutual Group Delegated Underwriter status. The designation is assigned by CUNA Mutual Group Mortgage Insurance Company to underwriters who have a proven track record of sound underwriting practices. CECU has $130 million in assets and serves 30,000 members. Chartway FCU, Virginia Beach, Va., marketing team has received the following awards: CUNA Diamond Award, first place for Logo Design, ebranch Internet banking; Award of Merit, complete campaigns- membership campaign; CUES Golden Mirror Award of Merit, television, membership campaign; and Addys newspaper advertising and mixed media campaign, membership campaign. Chartway's marketing team consists of Phil Richards, vice president of strategy; Donna Mickley, marketing manager; Brian York marketing specialist; and Susanne Greene, marketing assistant. Capital Communications FCU, Albany, N.Y., has been awarded two CUES national Golden Mirror Awards-second place for the Direct Marketing/Mail-Series Category and Award of Merit in the Image Enhancement Category for the corporate video. Illinois Credit Union System, has announced the following 1999 Spirit of Service award winners: G. Earle Hamerstrand, Employee of the Year; William Reimer, Volunteer of the Year; Mary Williams, Professional of the Year; and Patricia Antonacci, Marketing Professional of the Year. In addition ICUS has inducted the following to its Hall of Fame: Rex Johnson; Omelan Pleszkewycz; John Fiore; and Chuck Nagel. The ICUS has also presented the 1999 Dora Maxwell Award to the following credit unions: Great Lakes Credit Union, second place for category of more than $200 million; CEFCU, first place for category of more than $200 million; Granite City Steel and Community FCU, second place for category of $100-$200 million; Community Trust Credit Union, first place for category of $100-$200 million; South Division Credit Union, first place for category of $20 million-$50 million....

Bell-Tel Credit Union, Orlando, Fla., has presented $10,200 in contribution funds to the American Cancer Society during its 2000 Seminole County Relay for Life. Out of 44 participants Bell-Tell CU was named top fundraising team and received an award for best decorated campsite for its Hee Haw theme. Bell-Tel has $151.9 million in assets and serves 25,205 members. Hudson Valley FCU, Poughkeepsie, N.Y., has donated its time and resources to improve the community. In honor of Earth Week 2000, 43 employees helped make the air a little cleaner by carpooling ,walking or riding a bike to work. Twenty-two HVFCU walkers raised more than $1,480 for the Annual March of Dimes Walk America. In addition, during "Christmas in April" HVFCU staff and Village Construction donated their day to repair and improve a senior citizen's home in Beacon, N.Y. HVFCU has over $1 billion in assets and serves more than 113,000 members. Nebraska Credit Union League, Omaha, has raised over $5,000 for Credit Unions for Kids at its Second Annual Bid-For-Kids Charity Auction. Auction items ranged from autographed sports memorabilia to decorative items, electronics, antiques and one of a kind opportunities. The largest bid came in at $550 for the chance to throw the first pitch at the local AAA team, the Omaha Golden Spikes, baseball game. Credit Unions of South Florida, a group of credit union marketing executives, has donated its time to answer telephone pledges for national public radio station WLRN, Miami. A grand total of $50,000 was raised that day....

Community Credit Union, Plano, Texas, in conjunction with 18 area communities, has awarded $27,000 in scholarships to 27 high school seniors in the Greater Dallas area. Winners were chosen based on their level of need, scholastic accomplishments and community involvement. Each recipient receives a $1,000 scholarship and is recognized at both their school awards ceremony and their community's city council meeting. CCU has $752 million in assets and serves more than 145,000 members. Como Northtown Community Credit Union, St. Paul, Minn., has awarded a total of $5,000 in scholarships to seven students through its Annual Scholarship Fund. To be eligible members had to complete a resume and write an essay about the ways members will be served by credit unions in the new millennium. Award amounts ranging from $700-$1,200 were presented to the following recipients: Tim Poeschl, Kelly Ligday, Keriann Prokop, Ann Cooper, Peter Farrell, Lucas Jannett and Kathryn Keller. First Financial of Maryland FCU, Lutherville, has awarded $5,000 scholarships to five graduating high school seniors. Criteria for the award included academic achievement, community involvement, school activity, financial need, and membership in the credit union. The five award recipients are Jessica Seidel, Perry Hall High School; Peter Goldwine, Perry Hall High School; Carrie Cantwell, Hereford High School; Mary Kara Flanigan, Maryvale Preparatory School; and Julia Kimani, Notre Dame Preparatory School....

BATON ROUGE, La. - Gov. Mike Foster has proposed his new tax plan with provision to broaden the state's existing corporate tax base, including taxing credit unions that do business in the state. The plan also includes a repeal of all state sales tax on groceries and utility bills, and a repeal of corporate income and franchise taxes. The new taxe would generate an estimated $1.5 billion annually. Among the items of added value it would be levied on are employee wages and benefits, profits, dividends, depreciation, and in some cases, rent. -...

JEFFERSON CITY, Mo. - The state Credit Union Commission appointed by Gov. Mel Carnahan and approved by the state Senate as required by the state credit union membership access act, has ruled that a provision in the law limiting size of select employee groups that credit unions can take into their field-of-membership to 3,000 people, applies to community groups as well. The law which was effective Aug. 1998, provides for the commission and the director of the Division of Credit Unions to grant exceptions to groups larger than 3,000 under certain conditions. Cary Greathouse, vice president of information services for the Missouri Credit Union System explained that when the state's credit union membership access bill, H.B. 1323, was drawn up, some state legislators were concerned that the state law would include more liberal field-of-membership provisions than the federal Credit Union Membership Access Act, H.R. 1151. "Our main concern was that state-chartered credit unions should have field-of-membership parity with federal credit unions," said Greathouse. Missouri Credit Union System President/CEO Roshara Holub addressed this concern in a March 8 comment letter to John Smith, director of the credit union commission of the Missouri Division of Credit Unions. Referring to a section of H.B. 1323 that reads, "In the absence of federal law or regulation relating to the size of membership groups, only groups with fewer than 3,000 members are eligible to be included in the credit union's field of membership, unless...", Holub wrote that federal regulations allow federal credit unions to serve communities of up to 300,000 in population. She further reminded Smith that "our law is specific in that the state regulations with regard to membership groups may be no less restrictive than federal law or regulation. State chartered credit unions should have parity with federal charters when it comes to serving communities...The Commission should follow the parameters set forth by federal regulation and recognize the distinction between community area and multiple group expansions." Smith told Credit Union Times he "does not view the 3,000 figure as a cap" because that implies that the 3,000 limit couldn't be exceeded under any circumstance. He noted that since the credit union commission began accepting FOM applications last fall, it has granted exceptions in eight out of eight cases. Greathouse said Smith was "just splitting hairs, it's just semantics." -...

* The worldwide call center services market totaled $23 billion in revenues in 1998, and is projected to double to $58.6 billion by 2003. Outsourcing is the largest segment, with $17 billion in 1998, or 74% of the total market, headed for $42 billion in 2003. (IDC) * In 1998, financial services companies spent $167 million on call center software, amounting to 23% of their call center technology budgets. That's projected to increase to $364 million - or 39% of those budgets - by 2003. (Datamonitor) * The call center operations market is expected to grow annually, from $7 billion in 1998 to $18 billion in 2003. (Input) * 3% or 1.55 million positions of the U.S. working population is currently employed in call centers. That figure is predicted to increase to 1.979 million by 2002. (Datamonitor) * According to a study, "Learning and Development Best Practices for Call Centers," a study focusing on call centers in financial services and insurance, call center training is primarily given in an instructor-led setting, despite tremendous advances in technology. Eighty-four percent of the participants in the study cited stand-up instruction as their main delivery method; only 3% said they used computer-based training. (Deloitte & Touche) * The rate of growth in the number of call centers is declining, from 4% in 1999 to an estimated 0.8% in 2003. This is due to the maturation and consolidation in the call center industry. (Datamonitor) * There are 69,500 call centers in the U.S. By 2003, the estimated number will be 78,000. (Datamonitor) * More than 70% of business transactions take place over the telephone. (Harvard Business Review) * More than 90% of call centers have Web sites. (Benchmarking Study) * Monitoring is a critical part of the process of teaching a new call center representative how to take calls, handle a difficult situations, even simply how to follow a script and read a screen full of complex information. Feedback is also important. Even reps that have been on the phones for some time need constant skills assessment and further training. (Call Center News Service) -...

BOSTON-Some people only talk about going the distance. Brockton Postal Employees Credit Union CEO/ Manager Brian Hughes made that statement a reality by competing in his first Boston Marathon. Hurting, with his hands white from the cold, Hughes crossed the finish line with a time of 4:37. "I never thought pain could feel this good," said Hughes. Wanting to enjoy the feeling of pain, Hughes refused the offer of a wheelchair, but he did eagerly don a pair of dry sweats and basked in the warmth. US Postal Service Brockton Plant Supervisor Cathi Bagge handed Hughes his medal. After the marathon Hughes took some well deserved vacation time. BPECU has $8.3 million in assets and serves 1,700 members. -mbourjolly@cutimes.com...

RANCHO CUCAMONGA, Calif. - D. Matthew Davidson, executive vice president of the California Credit Union League has been named the league's chief operating officer as part of CCUL's reorganization of its senior management team announced May 12. Also announced as part of the reorganization, Brett Martinez, league vice president of business services will become senior vice president of marketing and communication; Tony Boutelle, currently senior vice president of business services, becomes full-time CEO of CU Direct Corp. Chris Kerecman, vice president of federal governmental affairs, and Bob Arnould, vice president of state governmental affairs, will continue to report directly to league President/CEO David Chatfield, as will Davidson. Joseph McDonald, vice president and general counsel, and Henry Kertman, director of public affairs, who formerly reported to Chatfield, will now report to Davidson, although McDonald and Kertman will continue to advise Chatfield on certain key corporate legal and public affairs matters. - ekingoff@cutimes.com...

PHOENIX - Looking for a new way to market home equity loans? Want a fresh approach to promoting Visa cards? For some 25 credit unions, ideas arrive in the mail every three months through a Marketing Exchange started about five years ago by Arizona credit unions. The program now involves credit unions around the country. Kimberly Martineau, marketing director at Salt River Project Credit Union, recalls how the exchange began. "A group of marketing people got together at an affinity luncheon during one of our league events. We decided it would be nice to have a way to share samples of marketing materials," Martineau says. "It's a way to swap examples of what you're promoting and how you're promoting it." The exchange started with about 15 or 16 credit unions, and another 10 have since joined the effort. The list has grown simply through casual networking by the marketing staffs of the credit unions involved. "Credit unions are very different than banks," Martineau notes. "I came from a banking environment, and you would never go over to Wells Fargo across the street and say, `Here's how we're marketing our checking accounts.' " Martineau personally recalls drawing ideas from the Marketing Exchange a few years ago when SRPCU wanted to update its newsletter. "There were so many wonderful examples of credit unions putting out great publications," she says. "We had used the same format for quite a few years. We saw many formats being used. "Another thing we noticed was so many credit unions were going from large, oversized direct mail pieces to smaller, shorter postcard series. It's a better use of printing dollars." It was really very easy to start the Idea Exchange, Martineau says. Most people already have contacts at other credit unions, and credit union people are very open to sharing. An exchange may focus on credit unions of a similar size or field of membership. The most difficult part? Martineau laughs. "Licking the envelopes," she answers. "That glue does not taste good." -...

Three New Mexico credit unions find themselves in the line of fire.........Page 11...

LYNCHBURG, Va. - How many times have you raved about a commercial you saw on television or heard on the radio and commended the clever copy or creative art? How many times have you had difficulty recalling what product was being marketed? The Virginia Credit Union League found itself in just that position. For many years, the league conducted a "Publications Contest" among its credit unions that judged their statement stuffers, brochures, newsletters and annual reports. The problem, explained Donna St. Clair, vice president of public relations and communications for the league, was that, "just because something is `pretty' doesn't mean it's effective. The Publications Contest included no means for measuring whether something actually worked or not. What good is a slick statement stuffer that doesn't yield one more loan? "The judging of the Publications Contest focused more on the technical skills of marketers instead of their strategic abilities," St. Clair continued. "The contest afforded no opportunity for sharing of knowledge. This was one of the most disconcerting aspects of the contest. After hours and hours of work, we would set up a display room at the league's Annual Meeting. It was like a morgue, no one but the winners even entered the door and they did so only to pick up their award certificates. "If you stop and think about it, if you're going to have a contest like this in a cooperative movement like credit unions, wouldn't you want there to be some cooperative gain?" St. Clair asked. It was time to totally revamp the marketing competition from ground zero. After the league's 1999 Annual Meeting, St. Clair single-handed "pulled the respirator" from the Publications Contest. In its place, she launched the league's new Maximum MarketingT Program. Maximum Marketing spotlights how well a credit union can think through a problem and execute a strategy, rather than merely looking at the sexiness of a brochure or newsletter, she explained. "Sexy is meaningless if the people whose attention you're trying to capture can't remember the product or the message you're conveying. "The problem with looking at marketing as being merely a brochure or newsletter is that it comes to be seen as the responsibility of the marketing department," St. Clair said. "Good marketing is an organizational endeavor, it's an entire credit union's effort." The league received about a dozen applications for its first Maximum Marketing competition. Marketers who participated were asked to write and submit a narrative about their project, addressing four key elements: defining the problem/opportunity; developing the solution; executing the plan; measuring the outcome. While applicants were allowed to include a narrative description of their marketing piece, they were not permitted to include with their application a hardcopy of their entry. Entries were assigned a numeric code to maintain anonymity and eliminate the possibility of favoritism by the contest judges. Credit unions were also instructed not to refer to their names in their marketing entries. Each entry was scored on a 100-point basis in the four categories and entries in the competition were grouped into four asset sizes - under $5 million; $5 million - under $20 million; $20 million - under $100 million; $100 million and above. Measuring the outcome of the marketing piece was one of the most challenging categories applicants had to deal with, St. Clair said. The idea of measuring the effectiveness of a marketing piece typically draws a blank, she remarked. "Marketing is a skill set that requires a balance between the right and left sides of the brain. Credit union marketers usually think of measuring the effectiveness of a marketing piece in terms of hard numbers, like how many loans did the promotion pull in. But there are other ways to measure how effective a marketing piece is. Anecdotal evidence, for example, can be just as useful." Kim Wilkerson, vice president of marketing for Central Virginia FCU and one of the winners of this year's Maximum Marketing competition offered that one of the problems credit union marketers frequently make is they tend to run promotions out of habit at certain times of the year - "It's spring, time to do an auto loan promotion!" - and not because their credit union's numbers tell them they need to attract members' loan dollars in a particular area or increase savings deposits. "You need to first crunch the numbers, listen to what your members are asking for, look at what's happening in the economy before you run any kind of promotion," says Wilkerson. As for the Virginia Credit Union League's new Maximum Marketing program, Wilkerson is all for it. "Anyone can go to an advertising agency and pay lots of money to have something fancy created to enter in a marketing competition," she says. "It's more important though for marketers to be able to show how they defined the problem and the solution. It shows they understood what was needed." -...

Despite new law, Illinois CU leaders say more needs to be done to curb payday lending............................................Page 12...

TALENT, Ore. - Two area parks have experienced a rebirth thanks to Rogue Federal Credit Union employees. Talent Skate Park and Chuck Roberts Park were recently renewed with trees and sod planted by 80 volunteers from RFCU. "The City of Talent is providing teens a safe environment to practice their sport, where they can feel a sense of pride and belonging," said Marketing Coordinator Jennifer Ben-Dayan. "Rogue Federal chose to be a part of this project because we want the teens to know that we believe in them and are responding to their needs." The parks were created to minimize the problems the city had been facing. Reports of vandalism, loitering and destruction of city property in public parks and buildings were just a few complaints Talent business owners voiced. Since building the parks those problems have been almost nonexistent. The beautification program for the parks reaffirms the community's commitment to its youth said Ben-Dayan. -mboujolly@cutimes.com...

CHICAGO - Despite some new legislation, Mark Mahoney and others seeking payday loan reform in Illinois aren't declaring victory yet. Mahoney, treasurer/CEO of Chicago Patrolmen's Federal Credit Union, has been among those backing stiffer regulation of payday lenders. Yes, he says, Gov. George Ryan signed a law-S.B. 355, the "Consumer Finance" bill-into law May 6 allowing Illinois regulators to create rules to protect consumers seeking payday loans. But that law simply permits the Illinois Department of Financial Institutions to draft such regulations. It doesn't actually require anything, Mahoney points out. "What state representatives concerned about this issue are telling me is this is a classic hand-off in an election year. If you try to make it an issue with a politician, he'll say, `I turned it over to the DFI to go ahead and make the rules,'" Mahoney says. "What's important as you read that bill is there is no timetable. It doesn't say anything has to be done. It doesn't say how far any rules should go. If you question the DFI on this, they can say, `We're working on it.'" Mahoney got involved more than a year ago when he saw payday loans impacting his own members. "One of our members, a Chicago police officer, came to me almost in tears," Mahoney recalls. "He had taken out a payday loan, couldn't pay it back, then took out another payday loan-not to pay off the first loan but to pay the interest. By the time he came to me he had almost $1,700 in payday loans with four different companies. He needed about $200 from every paycheck just to cover the interest. With all his other commitments, such as a mortgage and car payment, that $200 was almost all he had left from his check." The police officer was hardly the down-on-his-luck, minimum-wage earner people expect to see scurrying into a payday lending shop. He had been on the job 20 or 25 years, had grown children, and earned at least $60,000 a year. His wife also worked. Most people assume it would be hard to intimidate a Chicago police officer who sees the gritty side of life every day. In this case, the officer was "terrified," Mahoney says. "They had started to call him at work. They called his district. It was unbelievable to see him as frightened as he was. So we worked out a program, loaned him money, and I actually went with him to pay off some of these places. "I was astounded he had gotten himself in debt like that, and that there would be an industry that would allow him to get that much in debt. He had four or five different loans. What really set me off was at two places, before we walked out the door, they asked if he would like another loan," Mahoney remarked. Mahoney says the experience really opened his eyes to what was going on. He started to see more of this happening to CPFCU members. Collectors were coming into the credit union every payday carrying checks that had been dishonored and asking CPFCU to verify funds and honor the checks.. They asked to establish a collection item on the account so when money was in the account funds would be forwarded to the payday lender. As his awareness grew, Mahoney found he couldn't go 24 hours without passing a payday loan storefront or spotting a newspaper ad for payday loans. That isn't surprising, judging by figures published in the Chicago Tribune. According to a Tribune article, there are now between 8,000 and 10,000 payday lenders nationwide. By 2002 the industry is expected to issue $45 billion in loans. Illinois alone has about 800 payday loan stores. Nineteen states ban payday loans. Illinois is one of eight states that not only allows such loans, but puts no limits on interest rates. Illinois does prohibit payday lenders from renewing a loan more than three times. But critics say many payday loan shops skirt the rule by having the borrower sign for a new loan, in effect simply refinancing the original loan. "The payday lending industry has grown so fast and is so organized I'm realistic enough to believe even if you put forth rules, they probably will find ways to get around them," Mahoney says. "An ideal would be if you could somehow adjust the amount of loan rollover. Right now it's unlimited rollover. You borrow $100, you pay your $20 service charge, and in two weeks when you can't cover that $100 you pay another $20." What about putting a lid on interest rates? "As much as I'd like to tackle this problem, I also run a credit union," Mahoney says. "I would not feel real comfortable with the government putting caps on rates. It's easy to say 500% is outrageous - and it is. But where do you draw the line? Is 36% not outrageous? I think something in the 30% range is reasonable for this type of risk. "But for a politician, setting a specific cap is close to political suicide. You're not going to get any support from the banking industry, you're not going to get any support from the credit union industry." Consumer and budgeting education is part of the answer, Mahoney says. It's not an overnight solution, but it can make inroads. Why is the payday loan industry growing so large? The need has always been there, Mahoney answers. There are always people who are short of money before they get their paycheck. Previously people in that position went to the loan shark and took their chances with him. Today there is what Mahoney dubs a "so-called legitimate" highly-profitable industry set up to meet the need. That industry is reaching beyond the loan shark's traditional clientele into mainstream, middle-class America. "I began to do what I could within our credit union to work with individuals I was aware were involved with these places," Mahoney says. Then he expanded his efforts. Mahoney is a close friend of Illinois State Rep. Tom Dart from Chicago. Dart was alerted to the problem when one of his constituents approached him with a horror story. Dart started working on legislation to reign in some payday lending practices. "He started to put together a bill last year and again this year," Mahoney says. "Last year he was given the authority to hold statewide hearings. That's when I began to work with him. A very diverse group of people here in Chicago got together as an ad hoc committee to help. It's led by Monsignor John Egan. "Tom did a fantastic job on the hearings. He had people come out from Americash and Check'nGo and he really grilled them. The only problem was he didn't have any subpoena power. They could give him the `I don't know' answer many times-which they did." On a national level, Mahoney is a member of a CUNA subcommittee exploring alternatives to payday lending. That committee held its first conference call meeting in early May. "By the time I got off the phone I was so energized by what some of the credit unions are doing," he says. "Orange County Teachers Credit Union in California has a People Helping People loan program. They will loan up to $500 at 0% interest. When someone comes in to apply for a loan and the loan officer realizes they have poor credit and aren't going to get the loan, and it's for a specific emergency, they can refer them to People helping People. They've been doing it since 1999 and I think they've only had a single digit default rate. "Carolina Trust Credit Union offers payday loans at a very reasonable rate. It truly is a payday loan. If you need $300 before payday, all they will do is contact your employer, make certain you're still working, then go ahead and write the loan. They have counseling with that and someone to work with you to make sure you're not becoming overextended and getting on a debt treadmill." Mahoney has some advice for credit unions concerned about the payday loan issue: take a look and see whether the industry has gotten in your community and is affecting your members; be very creative in trying to find solutions. Talk to other credit unions, talk to the league, see what other people are doing. Decide if you can adapt any of the programs already being done. -...

GRAND PRAIRIE, Texas - Less than one month after it was approved to convert from a federal to a state charter, Vought Heritage CU plans to file an application with the state Department of Credit Union for a community charter. Jim Gray, president/CEO of the $316 million VHCU said the credit union's board will vote on May 18 whether to file the application and expects to send the application on to Credit Union Commissioner Harold Feeney on May 25. VHCU counts among 300 select employee groups among its nearly 53,000 members. It has four locations among three counties - Terrant, Dallas and Henderson. Gray said having a community charter will allow the credit union to expand its field-of-membership into Grand Prairie and Arlington counties. If VHCU's community charter application is approved, the credit union's field-of-membership will overlap with the FOM of five other community chartered CUs - Dallas Postal CU; Dallas Teachers CU; Community CU, Plano; Security One FCU, Arlington; Arlington FCU. Gray said he does not foresee the overlap as being a problem. The five CUs' FOM already overlap, so Gray said VHCU would just be one more CU in the mix. -...

WASHINGTON - Jeff Farver, president/CEO of San Antonio FCU has been named to head CUNA's new Lending Today and Tomorrow Task Force. Among its responsibilities, the 11-member task force will identify current and emerging best lending practices, business models, delivery channels and value propositions. The goal will be to develop useful and practical information that will allow CUs to effectively compete and pursue strategic alliances in the lending marketplace. The task force is expected to meet for the first time in June. The group hasn't set a formal deadline for completing its report. In addition to Farver, members of the task force include: Jimmie Bearden, CEO, AEDC FCU, Tullahoma, Tenn.; Bob Corwin, executive vice president, First Technology FCU, Beaverton, Ore.; Barbara Davis, executive vice president, Public Service CU, Denver; Dan Kenney, vice president of information technology, Silver States Schools Family CU, Las Vegas; Hank Klein, CEO, Arkansas FCU, Jacksonville, Ark.; Kyle Markland, CEO, Minnesota State EFCU, St. Paul; Chris Olday, vice president of lending, Patelco CU, San Francisco; Greg Smith, CEO, Pennsylvania State Employees CU, Harrisburg, Pa.; Mike Valentine, CEO, Baxter CU, Deerfield, Ill.; and Mark Wilburn, SVO/CLA, 66 FCU, Bartlesville, Okla....

MADISON, Wis. - After doing business for 25 years, CUNA Strategic Services Inc. and Clarke American Checks Inc. have announced their intention to continue their share draft printing relationship. The decision, said Wes Millar, vice president, Strategic Services for CUNA came "after a comprehensive review of alternative share draft printing providers, which included credit union evaluations of their share draft printing provider." The two companies are currently working to finalize a new agreement, CUNA said. More than 2,400 credit unions currently work with CUNA and Clarke American for their share draft printing needs....

*...

KANSAS CITY, Mo. - CommunityAmerica CU, the largest community-based credit union in Missouri and Kansas, has received the green light from the state's Division of Credit Unions to expand its field-of-membership to include persons who live or work in St. Charles County, Missouri and in eight zip codes in the state. The FOM expansion adds a half-million potential new members to the $936 million CU's current 110,500 membership. CommunityAmerica has a multi-county charter. Last September, it merged with Santa Fe Employees CU-Topeka in Kansas. As a result of that merger, CommunityAmerica serves the residents of the state of Kansas, four counties (two each in Kansas and Missouri), as well as the newest FOM additions....

ORLANDO, Fla. - Martin FCU will be the backdrop May 18 for the historic signing of the state's first Title Loan legislation. The bill will be signed into law by Gov. Jeb Bush. The state legislature's passage of H.B. 301, sponsored by Rep. Bill Sublette (R-Orlando) culminates four years of effort - three by Sublette - to pass legislation regulating the title loan industry in the Sunshine State. The measure caps title loan interest rates at 30% APR. The Florida Credit Union League said Rep. Sublette suggested MFCU as the site for the bill signing to "emphasize the effort credit unions have made to serve Floridians of modest means and their work in helping this bill become law." Other attendees expected at the ceremony include representatives from state Comptroller Robert Milligan's office and Attorney General Bob Butterworth's office. Representatives are also expected from the Florida Credit Union League and other consumer groups....

CHICAGO - Credit scores have become a key tool for lenders to grant credit, unfortunately many consumers don't know how credit scores work or what they do. Trans Union, one of the big three credit tracking companies, has announced that it is developing a credit score that will be offered to consumers, free-of-charge, when they request a copy of their credit report. "By planning ahead and using the tools we provide, consumers will have the opportunity to review and better understand credit scoring before applying for mortgages, credit cards and auto loans," said Trans Union President/CEO Harry Gambill. According to Trans Union, the credit score will provide consumers with a snapshot of their credit profile. Credit scores are used by credit grantors to help evaluate a consumer's credit worthiness and predict the likelihood the consumer will pay as agreed. There is no one universal credit scoring model. Organizations gear their scoring models to their own unique style of lending, but Trans Union officials are hoping consumers can utilize their scores to see how lenders might score different aspects of their credit history. Credit scores are expected be available before the end of the year to consumers who request a copy of their credit report by phone, mail or online at www.transunion.com....

WOONSOCKET and CENTRAL FALLS, R.I. - Park Square CU-the tenth largest credit union in the state-and Credit Union Central Falls-the largest CU in Rhode Island-have announced plans to merge "to create a stronger credit union presence in Northern Rhode Island..." said Maurice Bell, chairman of the board and president of PSCU. Park Square has more than $65 million in assets and has served its 8,000 members in the greater Woonsocket area since 1955. Central Falls is the oldest CU in Rhode Island. It has more than $503 million in assets and serves nearly 34,000 members throughout the Blackstone Valley. The merger is the fifth for Central Falls in recent years. In the past, the credit union has merged with Hindley Manufacturing Employees CU, Allied Aftermarket Employees CU, Equitable CU, and most recently the BVG&E Employees CU. The merger with Park Square is expected to be completed by Oct.1. It still has to be approved by NCUA and the Rhode Island Department of Business Regulation. Both CUs' boards of directors have unanimously approved their intent to merge. The merger also needs the approval of the membership of PSCU. At press time, a date for that meeting hadn't been scheduled....

MIDDLETOWN, Pa. - Mid-Atlantic Corporate FCU's electronic bill payment processing services are now an option for CU clients of Computer Marketing Corporation, a credit union core processor. Computer Marketing Corporation is the provider of the FLEX data processing system. Now CU clients of FLEX that are utilizing an Internet backing solution can have Mid-Atlantic as their electronic payment processor. Mid-Atlantic has a similar relationship with Home Financial Network and plans on integrating to other host DP providers so that it can provide more CUs with its bill payment processing services....

PORTLAND, Ore. - Three Colorado credit unions have joined forces to form a data processing CUSO, Tri-CUE, that will be powered by the Concentrex host processing system. Basically, the three CUs are going to share the hardware out of one location to run DP services for each credit union. The credit unions making up Tri-CUE are the $157 million Norlarco CU, Fort Collins, Colo.; the $52 million U.S. Consolidated FCU, Denver; and the $60 million Colorado Central CU, Arvada, Colo. "We'll be able to do a lot of things better for our members by leveraging our resources," said Michael Litzau, president/CEO of Tri-CUE's board as well as CEO of Colorado Central. "With the CUSO set up, all three credit unions will be better able to take advantage of new technology as it comes along without major investment or hassle. Eventually, we hope to invite other credit unions in the area to join Tri-CUE, said Litzau. Litzau said he hopes the CUSO can bring in other credit unions down the line, but that's not on the radar screen yet because the site isn't up and running. He also said that he has received inquiries from other CUs about joining Tri-CUE, and, surprisingly, some of the CUs were on the larger side. The hardware will be located at Norlarco CU's Fort Collins site. Each CU will have a full suite of Concentrex host processing components. -...

NORTH VANCOUVER, British Columbia - VanTel Credit Union has been awarded the Information Technologies Credit Union Association's 2000 Technovision Award. The credit union was recognized for the launch of its Financial Service Centre in its branch in Burnaby, British Columbia. The FSC contains an Internet kiosk connected to VanTel's Web site and home banking system; a direct-link phone system that provides access to accounts and loans-by-phone; an ATM; and a large screen television which is tuned to a 24-hour financial channel. Although designed to be self-sufficient, the CU wanted the FSC in a full-service office for those members who had more involved business to conduct and who prefer the personal touch. Members can also view information videos from "easy" chairs arranged in a theater style setting. The credit union researched the main channels in the high-tech branch before beginning construction. ITCUA represents over 300 North American credit unions with about 4.5 million members and $25 billion in assets. Van Tel serves 11,000 members and has $262 million in assets....

LAS VEGAS - First timers and veteran attendees attending this year's "2000 Call Center Conference" will have the opportunity to hear from a diverse list of speakers discussing various critical issues pertinent to implementing and operating an effective call center strategy for their credit unions. This year's conference Oct. 15-18 at the Monte Carlo Resort & Casino is being cosponsored by CUNA Mutual Group and CUNA & Affiliates. The New Mexico Credit Union League is the primary sponsor. Among the list of speakers expected to address this year's conference: Kathleen Peterson, CEO and founder of PowerHouse Consultants and a certified associate of Incoming Calls Management Institute will speak on leadership and communications skills for call center managers; Beth Anderson, assistant vice president, CUNA Mutual Group will discuss "Call Centers as an Essential Element of a Thriving Member Services Strategy"; Bill Batstone, senior vice president, CUNA Mutual Group and Randy Evans, vice president of lending and consulting services, Anytime Access will discuss "Lending Dynamics in a Call Center." Information about 2000 Call Center Conference is available from the New Mexico Credit Union League at (800) 366-6628. -...

MADISON, Wis. - Credit unions accessing CUNA Marketing Council's Web site in August can expect to find some enhancements as part of the council's strategy to shift its communications and resources away from paper to the Web site. CUNA Marketing Council currently publishes a paper directory, quarterly newsletter and monthly broadcast fax, explained Mike Chapman, the newly elected chairman of the council. With the Web site's enhancements, credit unions will be able to access this information online, as well as retrieve copies of the White Papers the council puts out six times a year. CUNA Marketing Council's Web site improvements are being completed in concert with similar enhancements in progress on the Web sites of CUNA's other five councils. All the councils are expected to finish revamping their Web sites by the end of August....

I enjoyed Mike Welch's April 26 publisher's column entitled, "Even the best can bungle customer service." Regarding his mention of his recent experience with United Airlines, his point is well taken. I know that our sponsor, as well as myself, was disappointed to learn that on this occasion United fell short. By way of explanation regarding why Mr. Welch was expected to go through Denver to get from Chicago to Madison, it is standard in the airline industry to charge extra for a stopover at an intermediate destination that lasts more than four hours. By suggesting that Mr. Welch travel through Denver, the United representative was probably attempting to help him avoid this extra charge. Still, a more customer-centric solution, as Mr. Welch suggested in his column, may have simply been to make an exception. I can assure the readers of Credit Union Times that United is committed to taking the hassle out of air travel by reevaluating and simplifying policies and rules to retain only those which make the most sense to both United and the customer. I also know that United is training its employees to become empowered problem solvers who go outside the box when appropriate to ensure good customer service. It is truly a work in progress. Comments like those made by a frequent flyer like Mr. Welch highlight the value of process simplification and empowerment initiatives. Robert W. Bream President United Airlines Employees Credit Union...

This letter is in response to Carol Anne Burger's May 3rd story on Mr. Ken Fergeson of the National Bank of Commerce. After reviewing his comments, I question whether they even merit a response. To the uninformed consumer, taking Mr. Fergeson's remarks at face value, one might be inclined to assert that credit unions are nothing but loathsome and evil. I venture to ask our "Man from LaMancha," where was he during H.R. 1151 (fighting a windmill?). Every argument that Mr. Fergeson brings up was almost laughable. He can drone on about credit unions having an "unleveled playing field," dismiss our structural differences as "immaterial" and sling mud at our industry all he likes. The fact of the matter is, the people have spoken. With the likes of Mr. Fergeson primed to chair the ABA's Government Affairs Committee, my guess is that the credit union industry will make even greater strides in preserving the consumers right to choose. Christopher R. Kennedy, Ph.D. Vice President Credit Union Affiliates of New Jersey...

I would like to respond to Ken Fergeson's comments in the May 3 issue of Credit Union Times "Unrepentant banker vows to fight CUs for sake of family, country" where he said that "a society where credit union ideas are carried to the extreme would have no government. It would have no social services," and that because CUs do not pay taxes, "they do not contribute to this way of life." Mr. Fergeson should know that the ultimate payer of all taxes are the end consumers of any product or service. A world full of nothing but cooperative businesses would simply be a world where government couldn't hide taxes in the prices of our goods and services. Because he is so passionate about the issue, he will be a constant reminder that credit unions need to remain united and vigilant if we are to protect our way of doing things. For that, I thank him. Marshall Boutwell President/CEO Gwinnett FCU Lawrenceville, Ga...

A recurring question in the minds of all credit union CEOs is what cost savings, marketing advantages, and service delivery benefits will be realized by implementing a call center? For the answer, management often looks to outside consultants, telecommunications vendors and colleagues who have already initiated a call center, hoping to capture the good, and escape the bad and the ugly! The correct answer, however, resides internally, with the credit union's staff, membership profile, operating philosophy, marketing goals and objectives, and service delivery strategies. Each credit union is unique. I have yet to find a template that has universal application; as a result, I urge credit union CEOs, and all who are responsible for call center implementation, to use organizational systemic thinking throughout the entire development and implementation process. Call centers are a delicate balance of people, processes, and technology. They must be carefully planned, not just evolve as often they do from central call volume overload! The technologies, staffing, and types of activities that are components of call center operations should be a product of deliberate service and operational strategies. All decisions in regard to the call center should support, and be in alignment with, the credit union's overall business plan. The call center is not just another branch. It is an extremely specialized marketing and operational arm of the credit union. The call center is a business in its own right - a very different business than running a credit union. That fact must be recognized. That revelation indicates the staff expertise, the unique processes, and the technology applications needed to successfully implement an effective and productive call center. In assisting credit unions in their call center applications, I offer a few suggestions that may be of help in avoiding the most common call center pitfalls: 1. Complete a comprehensive call center business plan before venturing into call center operations, and include the following: * Specific call center objectives; * All transactions and activities to be conducted in the center; * A cost-benefit analysis; * Telephone system configuration and call routing schematic; * Technology integration plan, including future applications; * Process, procedures, and documentation requirements for all activities conducted in the center * Equipment and space requirements with corresponding schematic; * Staffing summary: expertise needed, training, job description, salary range, and career progression; * Timetable action plan for purchase, installation and implementation of equipment, plus timetable for staffing and training. 2. Recognize that the processes used in credit union operations most likely will need to be modified, and streamlined, to be effective in a call center environment. Think through old processes and be willing to make changes. 3. Have key-staff representation from all departments responsible for various transaction, operations, data processing, lending and marketing processes involved in developing activity procedures and documentation requirements. 4. Have your telephone vendor and your data system vendor coordinate their efforts and ensure technology interface compatibility for all considered applications, current & future such as computer telephone integration (CTI) and sophisticated Internet applications. 5. Learn and monitor the critical call center statistics: service factor, hold time, wait time, number of calls transferred, talk time, abandon calls, length of time before abandoned, number of calls answered, number of calls in queue, and average speed of answer. 6. Send your call center manager to formal call center training; in addition, acquire a call center staffing software program. It is a necessary component of a productive, and an efficient call center. 7. Build into your business plan staffing thresholds triggered by call volume, which allows staff additions when needed, without additional approval. 8. Regulate call volume initially into the call center, to allow staff to become progressively proficient in a live environment. 9. Don't expect initial profitability. Each call center is designed to meet specific objectives - convenience, personal or customized service, and member retention. Increased and additional service use, and profit, are by-products of call center activity. 10. Be cognizant that this is a project in process, and is never completed! Call centers are fluid systems, an organization within an organization, and must remain responsive in a changing operating environment. A call center's effectiveness, efficiency, and productivity is a function of thorough planning; and through that exercise, you can experience the good, without the bad and the ugly!...

Credit unions and the organizations that serve them are very good at many things, but making tough decisions isn't necessarily one of them. The reasons are many and well known. Like personal friendships, lack of pertinent information, personal prejudices, denial that there is a problem needing fixing, lack of courage, time constraints, possible consequences, etc. Perhaps a first step in making tough decisions is to identify specific topics that require a decision. The second step is to make a preliminary "decision" to see how it flies. Some of these seat-of-the-pants "decisions" might suddenly make so much sense that the follow-through becomes high priority. Some may be so off the wall that they can be quickly discarded with little or no further consideration. Many will probably fall somewhere in between these two. Here are just some of the tough decisions that credit unions and their support organizations might want to think about: * Decide to stop carrying thousands of members on the books that don't want to be served by the credit union and prove it by doing almost all of their financial business elsewhere. * Get rid of all board members who are not making a contribution, regardless of their age, length of time on the board, past accomplishments, or long-term personal relationships. * Get some new blood on the board of directors that is more representative of the makeup of the membership. Elect a new board chairman. * Decide to make board meetings shorter, more efficient, and more productive. Implement a consent agenda system. * Decide to allocate more money for regular hands-on training for all staff and board members. * Decide to give a good employment agreement to the competent credit union CEO along with a substantial pay boost and a commitment to let him or her manage the credit union. * Fire the incompetent credit union CEO regardless of how long he or she has worked at the credit union or how well liked he or she may be. * Decide that all policy decisions will be based on credit union philosophy, not on the CU CEO's personal philosophy of what a credit union should be and do. (Don't assume that they are one and the same.) * Decide to challenge and stand up to the credit union's regulator, realizing that everything that they say is not gospel! * Demand that CUNA and NAFCU work at least as closely together as they did during the Campaign for Consumer Choice and that each group stop taking individual credit for joint achievements. * Decide to drop the credit union's defined benefit pension plan. * Tell CUNA to get back on the "world class trade association" fast track and stop trying to be all things to all people like the pre-Renewal CUNA. Re-affirm the decision that CUNA concentrate on being a trade association. * Tell NAFCU's leadership exactly how you feel about them possibly expanding to serve all federally insured credit unions, before they make such a far-ranging decision. * Decide to change the name of the credit union. * Make certain that the credit union is always being run in a way that best represents the best interests of the members, not the board, staff, regulator, or any credit union trade group. * Decide to implement a controversial program like indirect lending. * Decide to explore private, primary and excess share insurance. * Decide to merge. * Decide to get involved with as many groups as there are that would benefit the credit union including memberships in trade and professional organizations, partnerships, and alliances both within and outside the world of CUs. * Decide to ask every group that credit union money pays for - including CUNA, NAFCU, NASCUS, CUES, U.S. Central, corporates, CUNA Strategic Services, and the dozens of CUSOs that credit union dollars support - for a written statement explaining what business that they think they are in. * Decide to drop out of every group that can not justify its existence in terms of cost and time commitment no matter how long the credit union may have been a member or supporter, even though it may not be politically correct. * Decide to create more CUSOs at the local, regional, and national levels. * Decide to build a new headquarters facility. * Decide to change data processors. * Decide to convert to a community charter. * Decide to do something immediate and meaningful to combat the growing problem of predatory and payday lenders. * Decide to drop all credit union products and services on the CU's "laundry list" that members don't use. Ditto for all credit union organizations. * Decide to improve the credit union's newsletter; or discontinue it. Ditto publications of state and national organizations. * Decide to open another branch office and install another ATM and become part of a shared service center network. * As CEO, finally decide to fire someone (you know who); to promote someone (you also know who). Ask CUNA president Dan Mica and NAFCU president Fred Becker to do the same (they know who). Should every credit union and CU organization tackle tough decisions like these immediately if not sooner? Of course not. The point of this over simplification and exaggeration is to challenge credit union decision-makers to make sure they are facing up to the most important decisions every time they meet officially, no matter how tough such decisions may be! No one ever said being a leader was easy. Comments? Call 1-800-345-9936, Ext. 15, or Fax 561-683-8514, or E-mail mwelch@cutimes.com....

One measure that stories in any publication are hitting the mark with readers is the number of requests it receives for reprints. In the past couple of years, the number of requests for professionally produced reprints of stories that originally appeared in the pages of Credit Union Times has risen dramatically. What types of articles? Although reprint requests are a good barometer of what's hot at the moment, articles reprinted run the gamut from high-tech stories (lots of e-commerce articles) to thoughtful opinion pieces, and from articles dealing with credit union marketing success stories, to in-depth data processing news and analysis stories. Some requests are for the minimum offered (200) while others have been as high as 10,000 individual reprints. Four-color, glossy stock Credit Union Times reprints are put to use in a variety of ways, from board, staff, and member education materials, and speaker handouts, to inclusion in vendor promotional mailings. Each reprint is processed and custom designed by our own production manager, Mike Reinhardt, who personally handles the complete reprint function of Credit Union Times from initial request to layout, printing, shipping, and final delivery. He even sends out the invoice. Although there is a nominal charge for this service, it is done mostly to accommodate our readers and, frankly, because we think the added exposure helps boost paid circulation in the long run. Since the exposure of Credit Union Times reprints has increased so substantially, we thought you might like to know how they come about....

GATX Capital Corporation, a financial service company that provides financing for transportation, industrial and information technology assets, has named Jeffrey Johnson president and managing director, GATX Capital Europe. Card Capture Services, Inc., an independent provider of ATMs, has named Katie Iverson human resource director. ICT GROUP, a provider of customer relationship management services, has appointed the following to its management staff: John P. McCabe president of ICT Management Services; Karen Arsenault, vice president of marketing; and Timothy F. Kowalski, president of iCT ConnectedTouch.com. Open Solutions, Inc., a provider of enterprise and e-commerce financial solutions, has named John S. Wieczorek chief financial officer. Raymond James Financial Services, Inc., a third party marketing organization, has named Linda Q. Cobelo vice president of sales and marketing. CUNA Mutual Group, Madison, Wis., has promoted Mick Busch to CUNA Mutual Group Division vice president of credit union services....

Xerox Federal Credit Union, El Segundo, Calif., has named Rick Schmidt vice president of operations and Christina Brown senior vice president and chief financial officer. Santa Cruz Community Credit Union, Calif., has appointed Frances Muhaw president and CEO. In addition, SCCCU has made the following additions to its staff: Martha Getchell, lending services director; Bill Leland, marketing and community development programs director; and Don Seemann, human resources manager. Point Loma Credit Union of San Diego, has named Carl F. Ransburg senior vice president and chief financial officer. California Center Credit Union, Rancho Cucamonga, has appointed the following to its board: Don Gensler, chairman, WesCorp; Brett Martinez, vice chairman, California Credit Union League; Al Bertram, secretary, formerly of CUNA Mutual Group; Tom Wagner, treasurer, CUNA Mutual Group; Todd Lane, director, WesCorp; Bonnie Kramer, director, FSCC; and Andrea Blais, director, CU Mortgage. In addition, CCCU has appointed the following to its supervisory committee: Jeff Rendel, chairman, California Credit Union League; Tim Sidley, secretary, WesCorp; Dave Wessling, director, Credit Union Direct Lending; Kari Wilfong, director, CO-OP Network; and Teri Moore, director, CUNA Mutual....

Chartway Federal Credit Union, Virginia Beach, Va., has named James Carollo vice president of operations and Robert Wilkerson director of lending....

Illinois Credit Union League, Naperville, has elected the following to its board: University of Illinois Employees' Credit Union CEO Chuck Rutan, chairman; Riverside Credit Union CEO Janet Francoeur, vice chairman; and Financial Plus Credit Union CEO Jack Teausant, secretary/treasurer. Three Rivers Federal Credit Union, Fort Wayne, Ind., has promoted Eulis Head to branch sales manager of its Coventry branch and Jim Johnson to branch sales manager of its Town and Country branch....

Community Educators Credit Union, Rockledge, Fla., Senior Mortgage Underwriter Sheila Ryan has earned the CUNA Mutual Group Delegated Underwriter status. The designation is assigned by CUNA Mutual Group Mortgage Insurance Company to underwriters who have a proven track record of sound underwriting practices. CECU has $130 million in assets and serves 30,000 members. Chartway FCU, Virginia Beach, Va., marketing team has received the following awards: CUNA Diamond Award, first place for Logo Design, ebranch Internet banking; Award of Merit, complete campaigns- membership campaign; CUES Golden Mirror Award of Merit, television, membership campaign; and Addys newspaper advertising and mixed media campaign, membership campaign. Chartway's marketing team consists of Phil Richards, vice president of strategy; Donna Mickley, marketing manager; Brian York marketing specialist; and Susanne Greene, marketing assistant. Capital Communications FCU, Albany, N.Y., has been awarded two CUES national Golden Mirror Awards-second place for the Direct Marketing/Mail-Series Category and Award of Merit in the Image Enhancement Category for the corporate video. Illinois Credit Union System, has announced the following 1999 Spirit of Service award winners: G. Earle Hamerstrand, Employee of the Year; William Reimer, Volunteer of the Year; Mary Williams, Professional of the Year; and Patricia Antonacci, Marketing Professional of the Year. In addition ICUS has inducted the following to its Hall of Fame: Rex Johnson; Omelan Pleszkewycz; John Fiore; and Chuck Nagel. The ICUS has also presented the 1999 Dora Maxwell Award to the following credit unions: Great Lakes Credit Union, second place for category of more than $200 million; CEFCU, first place for category of more than $200 million; Granite City Steel and Community FCU, second place for category of $100-$200 million; Community Trust Credit Union, first place for category of $100-$200 million; South Division Credit Union, first place for category of $20 million-$50 million....

Bell-Tel Credit Union, Orlando, Fla., has presented $10,200 in contribution funds to the American Cancer Society during its 2000 Seminole County Relay for Life. Out of 44 participants Bell-Tell CU was named top fundraising team and received an award for best decorated campsite for its Hee Haw theme. Bell-Tel has $151.9 million in assets and serves 25,205 members. Hudson Valley FCU, Poughkeepsie, N.Y., has donated its time and resources to improve the community. In honor of Earth Week 2000, 43 employees helped make the air a little cleaner by carpooling ,walking or riding a bike to work. Twenty-two HVFCU walkers raised more than $1,480 for the Annual March of Dimes Walk America. In addition, during "Christmas in April" HVFCU staff and Village Construction donated their day to repair and improve a senior citizen's home in Beacon, N.Y. HVFCU has over $1 billion in assets and serves more than 113,000 members. Nebraska Credit Union League, Omaha, has raised over $5,000 for Credit Unions for Kids at its Second Annual Bid-For-Kids Charity Auction. Auction items ranged from autographed sports memorabilia to decorative items, electronics, antiques and one of a kind opportunities. The largest bid came in at $550 for the chance to throw the first pitch at the local AAA team, the Omaha Golden Spikes, baseball game. Credit Unions of South Florida, a group of credit union marketing executives, has donated its time to answer telephone pledges for national public radio station WLRN, Miami. A grand total of $50,000 was raised that day....

Community Credit Union, Plano, Texas, in conjunction with 18 area communities, has awarded $27,000 in scholarships to 27 high school seniors in the Greater Dallas area. Winners were chosen based on their level of need, scholastic accomplishments and community involvement. Each recipient receives a $1,000 scholarship and is recognized at both their school awards ceremony and their community's city council meeting. CCU has $752 million in assets and serves more than 145,000 members. Como Northtown Community Credit Union, St. Paul, Minn., has awarded a total of $5,000 in scholarships to seven students through its Annual Scholarship Fund. To be eligible members had to complete a resume and write an essay about the ways members will be served by credit unions in the new millennium. Award amounts ranging from $700-$1,200 were presented to the following recipients: Tim Poeschl, Kelly Ligday, Keriann Prokop, Ann Cooper, Peter Farrell, Lucas Jannett and Kathryn Keller. First Financial of Maryland FCU, Lutherville, has awarded $5,000 scholarships to five graduating high school seniors. Criteria for the award included academic achievement, community involvement, school activity, financial need, and membership in the credit union. The five award recipients are Jessica Seidel, Perry Hall High School; Peter Goldwine, Perry Hall High School; Carrie Cantwell, Hereford High School; Mary Kara Flanigan, Maryvale Preparatory School; and Julia Kimani, Notre Dame Preparatory School....