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MADISON, Wis. — If you were out of the industry for two years, came back and checked in on CUNA Mutual, it might be hard to recognize. CUNA Mutual, the giant credit union insurer/financial services provider that touches almost all credit unions in some way or another, isn’t what it used to be. It is transforming under CEO Jeff Post who took over in January of 2005, succeeding Mike Kitchen. Post and his leadership team say it will take three years to initiate the change they are seeking, but Post has made it clear he will force change where necessary based on industry needs. He is attempting to build a more responsive, effective organization that addresses some traditional credit union criticisms of the company, and there are many. CUNA Mutual has been pegged as having disjointed customer service, too many products (and products credit unions don’t know about), not enough support for major credit union struggles (such as lack of membership growth), and not being aggressive enough to meet credit union demands.

Credit unions have told Post that customer service frankly hasn’t been up to par. This is being addressed by streamlining contact points, something CUNA Mutual calls “distribution optimization.”


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