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There is always an emotional response when we learn of fraud. Members, employees, management and your board will likely feel the emotional trauma when fraud occurs, and it is up to you as a credit union leader to determine how you can help your members protect themselves, help regain their trust and make them feel safe doing business with you again.

How the fraud occurred and who was at fault are less important to maintaining your members’ trust than how you communicate with them. To earn and keep your members’ trust, your credit union must commit to a communication strategy that encourages conversations with your members long before fraud ever occurs.

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