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A large federal credit union with thousands of members nationwide and more than $3 billion in assets had trouble keeping up with growing and fast-evolving fraud, managing multiple disconnected systems and reviewing risky cases with limited budget and operations resources.

This case study explores how comprehensive protection across multiple use cases in a single, one-stop fraud and risk management platform enabled them to have a proactive approach to reducing false positives and simplifying decision-making; resulting in reduced operational overhead and an improved bottom line. Download the case study and learn how you can:

• Solve for multiple fraud use cases in a single platform
• Achieve proactive fraud detection before loss occurs
• Detect and stop synthetic and third-party fraud 
• Reduce operational overhead with end to end workflows
• Ensure seamless integration of data and fraud signals with an open platform

With online banking playing such an integral role in modern life today, account protection against fraudsters should be a priority for credit unions and financial institutions. 

It is important for credit unions to have access to quick and actionable information to stay ahead in the fight against digital crime. Download this handbook for action items your credit union can take to protect your members’ accounts. It will cover:

• An overview of different types of account fraud
• How credit unions are being affected by account opening fraud
• How to stop bots and mass registrations
• The technology behind credential stuffing attacks
• Password combination theft, keylogging, session hijacking, cookie hijacking, and much more

A thoughtful onboarding process can lay the foundation for a smooth transition, better member experience, and deeper long-term engagement. Understanding who the member is or what their business is all about sets your credit union up to be a better advisor going forward. Yet, many financial organizations view onboarding as a necessary evil instead of an incredible opportunity. 

Download this white paper and learn how to make your onboarding more seamless and continuous, allowing a unique opportunity to build trust. You’ll discover:

• 6 best practices for better onboarding
• Why it’s critical to rethink the role of your onboarding
• Tips to getting to know your customers better

Some might say Video Banking is already a "next-generation" technology, and in many ways it is. But even though using video to provide face-to-face communication with remote experts is a welcome addition to online banking, it is the next-gen combination of AI, chat, cobrowsing, voice, and video that truly creates a consistent customer experience.

Video banking must be deployed and built from the ground up to enable a seamless experience with unified reporting. Download this whitepaper to learn:

• The many uses of video banking
• Why next-gen video banking delights both members AND agents
• The power of AI and on-screen member collaboration in customer service
• How to ensure it becomes a seamless, unified and productive experience

87% of small businesses consider it important to have a single provider for all their credit and banking services.* Your credit union’s success in becoming an all-in-one financial solution for your members is directly tied to the performance of your merchant provider.

Partnering with a third-party payments provider can increase member satisfaction, retention rates, and ultimately, keep your credit union competitive with larger institutions. Elavon, a leading payments provider and credit union merchant partner, shows an 88% increase in average revenue, an 85% increase in deposits, and an 80% increase in loans from businesses that use their credit union for merchant services versus those with only a checking account.

Download this white paper to learn more about the benefits of a strong merchant services partnership and ways to evaluate the right one. Also uncover: 

• What merchant services capabilities local businesses want and need
• Types of merchant provider models
• Criteria for evaluating a potential partner for merchant services

*Source: BlueVine, 2022

The current financial services landscape is changing at an accelerated pace that is putting many credit unions on the defense—reacting to member demands instead of anticipating challenges. Recent research also reveals that younger generations want more from their primary financial institution, and just 9% of millennials claim a credit union as their primary. Is your credit union positioned to respond quickly to the changing demands of younger generations?

Download the white paper and learn how to put your credit union on the offensive, including:

• 3 ways future-ready cores give credit unions an edge
• How to realize quick-to-market implementation of innovative solutions
• Creating new opportunities to drive revenue

Over 4 billion people are using smartphones for nearly every activity in life, including banking. The increased customer demand for mobile banking services carries increased fraud threats. Credit unions must wield this combination carefully to avoid fraud losses if they move too quickly or customer churn if they move too slowly.

How can credit unions find the right balance when it comes to mobile banking? Download this white paper that highlights:

• Current trends in mobile banking
• Fraud threats and consumer behavior that result in increased risk
• Strategies for preventing mobile banking fraud
• Anomaly detection for mobile banking

The way businesses handle payments is starting to become more varied. Credit unions need to illustrate how their offerings help members become more competitive in the marketplace or risk losing them to fintech alternatives with better value propositions in the payments space. But with both rails of real time payments — FedNow and the RTP Network — as viable options, it begs the question, “which on is better?” 

Download this brief to learn how each rail can fit into a credit union’s payment strategy, and the advantages of embracing both. Topics discussed include:

• The state of the payments market
• Waiting vs. not waiting
• 4 key factors driving your members towards fintech providers
• Real-time payments use cases for credit unions
• The cost and time it takes to implement a new solution

Real-time, digital payments have never been more pertinent for credit unions. Even prior to the pandemic, megabanks offered their customers mobile banking and a variety of digital payment services while credit unions faced resource constraints that limited their digital offerings. Learn how to overcome these constraints and understand why now is the time to embrace digital banking and payments as a competitive differentiator. 

Download this white paper and learn: 

• The importance of real-time, digital payment services
• The associated financial crime risks for various payment channels
• Tangible solutions to mitigate risks and safely serve members 
• And more!

Credit unions have long recognized the value of digital experiences and unsecured personal loans for both members and the bottom line. But the global pandemic led to unprecedented deposit growth and a sharp decline in branch traffic due to changing member behavior. 

When launching new digital marketing initiatives, it can be difficult to meet origination volume goals and find high-quality applicants for personal loans. Executive leaders know it’s time to look externally. Download this white paper and learn how partnering with a lending expert can help you:

• Exceed loan volume goals while mitigating risk
• Expand membership relationships & lending footprint
• Help with member acquisition
• And more!

Mortgage pricing is a function of inputs including MBS prices, servicing valuations, guaranty fee levels, and buy-up/buy-down pricing provided by the GSEs. The element over which lenders exercise the most control is their profit margins, which they use both to tweak their profitability and control their volumes during periods of heavy origination activity. 

This white paper illustrates the processes involved in generating consumer loan offerings and intermediate loan prices, including: 

• 2 common misconceptions about the relationship between consumer loan pricing & capital market conditions
• How consumer loan pricing is calculated
• Cash flow allocation of loans
• Calculating coupon best-execution
• Creating a “pricing grid”
• Factors impacting pricing

As one of the country’s largest credit unions, Bethpage has one of the largest ATM portfolios, spanning over 140 ATMs. When Bethpage identified ATM uptime as a key metric to improve member satisfaction, they began looking for a highly reliable solution that could homogenize and fully update their ATM fleet with consistent features, maintain extraordinary uptime, and provide predictable costs. The ideal solution also needed to provide Bethpage members with a modern, intuitive user experience.

Download this case study and discover how Bethpage achieved this and more. When they teamed up with outsourcing partner ATM Consultants, they were able to:

• Maintain an exceptional 99.2% ATM uptime across their fleet.
• Realize a 50% reduction in negative feedback on their ATM channel in year one.
• Control costs predictably by forecasting hardware failures based on data.
• Reduce claims workload on Bethpage’s branch and office staff.

Credit unions still have one key advantage over fintechs: inherited trust. Recent data revealed that more than 50% of respondents strongly trust traditional providers compared to 32% who said the same of fintechs.*

Download this white paper to learn how to stay competitive and expand your offerings. Inside you’ll find: 

• How to develop your brand and grow cardmember loyalty
• Which features your mobile app should include
• Opportunities for member engagement through financial education tools

It’s no secret, there are a lot of cooks in the kitchen when it comes to closing a mortgage transaction. But the killer of all deals? Time. The nation’s most successful lenders have found that several small refinements to their lending cycle are leading to massive payoffs in market share acquisition.

Download this playbook to learn how to cut time off the top 6 metrics that can make or break your business. You will also learn:

• How your loan cycle stats stack up among industry leaders
• How your title partner impacts the refi loan cycle
• How to choose, evaluate and partner with the right title company

The payments landscape has evolved quickly over the last few years – from consumer payment habit changes, to addressing pre-pandemic issues and the need to modernize payment solutions to support new payment methods and rails. The opportunity for credit unions ahead is positive in terms of revenue, but there’s also a strong business case for the cost of not modernizing your payments processes. 

With the upcoming ISO20022 migration of FedWire, growing importance of RTP and volume growth, and the FedNow pilot ready to launch, it’s time for credit unions to take action. By not starting now, you’re losing out on deposits and the customer base that’s looking to get their funds immediately into their accounts.

Download this webcast brief and learn what a migration project actually takes. Topics discussed include:

• Wire modernization
• If you should wait for FedNow
• Real-time payments & revenue
• Urgency for modernization
• Considerations for comparing systems

Today's credit union members use a variety of channels to communicate in their personal and business lives. They expect their inquiries to be efficiently addressed, which often means switching from chat to voice, to screen sharing and even video. The key is to offer an integrated mix of channels and ensure any transitions between them are seamless. Effortless experiences delight both members AND agents to boost retention and upsells. This explains why progressive credit unions are rapidly adopting an integrated Digital Customer Service (DCS) strategy that goes beyond chat. 

Download this whitepaper to learn 5 reasons why it’s time to offer your members more digitally, including why:

• Chat is no longer a differentiator
• Chat has its limits
• Chat lacks valuable context
• Chat should be seen as a starting point for better performance

The competition grows fiercer every day in mortgage lending and 70% of lenders expect margins will depress in the coming years. With access to more information than ever before, today’s savvy consumers are more selective and have higher expectations for speed, convenience and transparency. 

Download this white paper and learn how to make your credit union’s settlement experience vastly more simple and efficient. Topics discussed include: 

• How credit unions can compete with national lenders
• 4 things borrowers expect from the lending process
• Key questions to ask your title partner
• Ways to tweak your mortgage process 
• How to close more deals quickly

More than ever, lenders are facing unprecedented pressures to enhance the customer experience while improving their own margins. Although credit unions have long relied on the ability to provide personal banking services, larger commercial competitors are bringing their traditional advantages in sophisticated technology to win new business. However, there is still untapped opportunity for credit unions in mortgage closings.

This white paper explores how credit unions can take a page from large commercial lenders to achieve game-changing speed in mortgage closings, including:

• Eliminate curative work & tolerance cure discrepancies
• Reduce back-and-forth communications between parties
• Achieve instant title
• Focus on building lifelong member relationships

Businesses are becoming more cognizant of how a great payment experience can help them stand out in the marketplace and improve their liquidity. On the other hand, they are subsequently recognizing when their financial institution is not able to help them keep up with their industry. Payments are shifting not only from checks to electronic payments, but from electronic payments to MORE electronic payments.

Download this white paper and learn how credit unions can win by educating small business clients on how to use payments technology to their advantage. Topics discussed include:

• Small business adoption of electronic and faster payments
• How credit unions can gain market share by educating small business clients
• 6 use cases for real-time payments (RTPs)
• How to improve customer satisfaction & create revenue streams
• And more!

As market participants adjust their capacity to lower volume, margins initially tighten, compounding the challenges of fewer refinance loans. There can be both discomfort and anticipation moving from one stage of the mortgage cycle to another, but mortgage lenders know to stay agile.

This white paper outlines how lenders should prepare for these cyclical changes and thrive in a dynamic mortgage market. Topics discussed include:

• MCT Rate & Volume Mortgage Model
• Right-Sized, Scalable Operation
• Efficient Processes and Technology
• Broad Liquidity and Fungibility
• Lender Focus Areas by Market Stage

Despite the fact that payments represent 80% of consumers’ financial interactions, payments have traditionally been only a small part of a credit union’s business. Research indicates that credit unions are missing out on significant revenue opportunity through payments - one that large banks are quickly seizing.   

Being your members’ primary financial relationship (PFR) is about serving them where they live their financial lives today. But, as mobile and digital innovations continue to transform the consumer landscape, what members expect from payments is also changing. With member choices and expectations growing at a dizzying pace, how can CUs keep up?  

Download this whitepaper for instant access to strategy insights specifically for credit unions. Learn crucial plays credit unions can pull now to start winning the payments game, including:

• Where to invest to deliver exceptional experience and win deeper relationships with your members.  
• How to best use data to understand your members now, and in the future.   
• New ways payments can fuel every aspect of your business - including deposits and lending.  

Recent research shows that almost two-thirds of active credit card users value their cards for the ease and convenience they offer. However, providing simple convenience isn’t enough for issuers to stay ahead of their competitors. Issuers also need to focus on data security, rewards and privacy features to keep their cards top of wallet. 

Download this report and learn which customer experience features are driving credit card selection and usage, including:

• Top consumer experience features ranked by importance, family type and financial lifestyle
• 4 key findings about consumers today
• 5 credit industry fast facts
• Type of consumer who values credit-building functionality
• Top factors for consumers choosing a credit card
• How to offer effective customer experience features 

As Kentucky’s largest credit union with nearly $2 billion in assets, Abound CU experienced the same lending trends that have been impacting the whole credit union industry over the last couple of years, namely: shrinking lending margins, deposits pouring in during the pandemic, and decreases in loan demand. Amidst the unique circumstances, they identified unsecured personal lending as an untapped opportunity for their organization to drive loan growth. 

In an effort to seize this opportunity and deliver simpler, more efficient loan services to members, Abound CU prioritized an AI lending approach. 

Download this case study for insights on how Abound determined the best path forward to grow personal lending. You will discover:

• 3 principles that guided Abound’s decision to improve personal lending.
• Why Abound chose to partner with Upstart to deliver an all-digital experience over building the solution in house. 
• The benefits of increased data access and aggregation.
• Why a technological and cultural fit is critical for partner relationships.

The Federal Reserve has indicated it will raise rates multiple times over the course of the year. This coupled with an overall decline in MBS appetite from an end-investor perspective will cause increased competition for loan sales which will drive down credit union profitability.

Download this white paper to learn key strategies for mitigating margin compression in 2022. Topics covered include:

• Tips for reviewing your current strategies
• How to hedge your pipeline to reduce risk
• 3 tactics to improve your secondary marketing 
• 6 ways to leverage technology and automation
• And more!

Chief Capital Markets Officer, Jeffrey Cassetta, of Ruoff Mortgage describes how advanced technology integrations enable him to sell loans to Fannie Mae five times faster than his previous manual process and keep up with periods of increased volume such as increases seen during the spring of 2020.

Download the case study to learn how a powerful platform for day-to-day loan pipeline management, trade positions management and best execution of loan sales can allow you to automate repetitive tasks and free up your time for other high-value functions. Plus, you’ll learn how to:

• Minimize operational risk and safely connect to data
• Gain efficiency 
• Increase profitability and loan sales
• Do your job from anywhere
• Get started using best practices

Beyond greatly minimizing risk for your CU, fraud prevention can be a competitive advantage in the eyes of your members. While data breaches are bound to happen, building cyber-resilience allows credit unions to quickly respond and bounce back to normalcy or to a better position. This white paper outlines the greatest fraud risks facing credit unions today and offers actionable insights to prevent data breaches, ransomware and phishing schemes. 

Download the white paper and learn best practices cited by financial services professionals to ensure data security, including how to:

• Build resilience in the face of cyber-threats
• Prevent data leaks from employees working from home 
• Minimize open banking risks
• Shore up endpoint vulnerabilities
• Meet compliance mandates

As a credit union, you have deep community roots, loyal membership, and are always looking to grow market share. One way to help your members get the best rate or price is by optimizing your investor set. With increases in mortgage pricing granularity over the last couple years, it may be time to consider looking at going beyond your current investor(s) to do right by your members.

Download this whitepaper and learn how to quantify where to deliver your production, the process for auditing your investor base, and how to optimize your investor set. Plus, you will also learn:

• How to review your loan sale delivery method
• Considerations for choosing the right investors
• Questions to ask when exploring new programs and investors
• What investors look for in a quality seller
• And more!

The costs associated with fee and interest income when running a credit card program may be more complicated than they seem, especially if the program is not optimized. 

Download this whitepaper to understand factors that can affect the profitability of your credit union’s credit card program, including:

• Profit margin pressures
• Interest income: WAAPR vs. Revolve Rate and Fixed vs. Variable Rate
• Costs of interest income
• Fee income: direct and interchange
• Overall effect of costs on profitability