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Credit unions helped Americans through multiple crises over the last several years. From processing PPP loans for small businesses to facilitating loan forgiveness, credit unions took steps to create deeper connections with consumers during the pandemic.

Credit unions should build on this momentum by accelerating their digital transformations toward improving the member experience. Right now, consumers are at a crossroads. Many credit union members’ lives have been upended – their finances have changed, they are shopping differently and they have new and sometimes more irregular incomes. At the same time, they’ve become more wary of fraud and scams that were rife during the pandemic. Consumers need and expect more from the institutions they bank with, and it’s time for credit unions to step up – both by improving the member experience and protecting them against fraud risk.

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