Credit Union Times offers a wide range of free whitepapers, case studies and industry analysis provided by industry leaders and created specifically for credit union executives and decision makers. Please review our free Resource Center content that can help you today! For information on posting content or content syndication in the Resource Center, please contact Tracey Zwolak.
This case study explores how a fraud and risk management platform enables credit unions to respond to fast-evolving fraud attacks and mitigate risks as they happen in real time to provide protection for the entire customer lifecycle across use cases. READ MORE ›
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
This handbook provides an overview of the different types of account fraud, the techniques used by criminals to perpetrate them, and some action items that your credit union can take to protect your members and your own bottom line. READ MORE ›
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
Onboarding represents a critical point in the member journey, especially for business clients. Learn how to reimagine your onboarding process, making it more efficient, consistent, and more personalized to member needs. READ 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
Discover how next-generation video banking, which employs a collective approach to online customer service across video, chat, messaging, and online voice, can keep your member satisfaction high, minimize call handle time, and reduce complexity. READ MORE ›
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
To meet the expectation of customers, small businesses want to offer services such as mobile app payment processing, text-to-pay, and invoicing, and need a trusted provider to make it happen. What better partner than their credit union? READ MORE ›
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
Download this white paper to learn how modern technology is helping credit unions pivot quickly to match the ever-changing market. READ MORE ›
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
As credit unions consider how to secure the mobile channel, they must start with an important premise: the device has been compromised. READ MORE ›
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
When it comes to real time payments, credit unions face a difficult decision -- either wait for the FedNow service launching in 2023 or leverage the TCH RTP® network now. This webinar brief reveals how and why both can fit into your credit union’s payments strategy. READ MORE ›
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
At a time when digital payments have become standard and fraud has increased, credit unions must reevaluate their digital banking strategy to ensure they’re creating a secure and convenient environment that builds consumer trust. Download this white paper and learn how your credit union can achieve secure, real-time payments. READ MORE ›
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
Download this case study to learn how WPCCU quickly put excess deposits to work while expanding its reach to new members and territories. READ 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:
In capital markets, there are several pervasive misconceptions about how mortgage pricing is created and what lenders are offering borrowers. This white paper explores the relationship between consumer loan pricing and capital market conditions, addresses common misconceptions, and illustrates the processes involved in generating consumer loan offerings and intermediate loan prices. READ 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
Aiming to improve member satisfaction through ATM uptime, Bethpage Federal Credit Union quickly realized the challenges of having a mixed fleet of hardware and vendors. This case study explores how they overcame those obstacles to reach 99.2% ATM uptime while achieving predictable costs across their fleet. READ MORE ›
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 should focus on their product, experience, and innovation while leveraging their established brands and market presence. Learn how to create the best solutions to serve your members within various communities. READ MORE ›
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
Download this playbook to learn how to cut down on closing time. READ MORE ›
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
Credit unions have had a lot to grapple with lately when it comes to payments. Two themes in particular are being discussed: cloud and real-time payments. Download this brief and learn how your credit can successfully approach this opportunity to be at the forefront of change. READ MORE ›
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:
As more Credit Union members begin engagements online, chat has become a popular communication channel. But it's not enough. This white paper explores why chat is no longer a differentiator and how an integrated Digital Customer Service (DCS) strategy can go further. READ MORE ›
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
Speed matters. The longer it takes to close a loan, the higher the risk of losing the deal. Download this white paper and learn how to deliver a simple, efficient and high-quality lending experience. READ MORE ›
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
Download this white paper and learn how to create a vastly more simple, efficient and affordable real estate closing experience that allows your credit union to build lifelong relationships with mortgage members. READ MORE ›
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
Small businesses are increasingly exploring electronic payments to meet customer expectations, improve operations, and reduce manual processes and costs. Learn how your CU can gain market share by educating and guiding them on modern payment technology. READ MORE ›
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
Interest rates, origination volume, and profit margins are constantly shifting based on a variety of factors and most lenders react (rather than act) to short term changes in the environment. It is best to act decisively and in a calculated fashion. This white paper outlines a simplified model illustrating mortgage market stages and how lenders can set a foundation of resilience to changing markets. READ 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:
Research indicates that credit unions are missing out on significant revenue opportunity through payments - one that large banks are quickly seizing. This whitepaper provides strategy insights specifically for credit unions and how they can start winning the payments game now. READ MORE ›
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.
Consumer credit card usage typically ebbs and flows in tandem with national economic cycles, yet recent research has revealed another key component of modern consumer payment choices: customer experience features. Download this report to learn more. READ MORE ›
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
Abound Credit Union identified a unique opportunity to grow personal lending. Discover how Abound is expanding access to affordable credit in the communities it serves while delivering a best-in-class, all-digital experience for its members. READ MORE ›
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.
As mortgage rates begin to rise and origination volume drops, you may be wondering about best practices for dealing with tightening margins. Download this white paper and learn how to mitigate margin compression in 2022. READ MORE ›
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:
This case study outlines a recent example of a mortgage company leveraging award-winning technology to increase loan sales efficiency. Learn how you can drive profitability and minimize operational risk while providing a seamless and pleasurable mortgage experience for your members. READ 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
Cyber fraud is a leading concern for credit unions and is expected to grow worse in the coming years. Download this white paper to explore the most pressing threats and learn how your CU can build a multi-layered approach to cyber-resilience. READ MORE ›
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
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. There are many key factors to consider when optimizing your investor set. This whitepaper shows you how to quantify where to deliver your production, audit your investor base, and optimize your investor set. READ MORE ›
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 are the potential hidden costs associated with running a credit card program and how can your credit union make more informed decisions when considering whether to insource or outsource a credit card program? READ 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
This case study explores how a fraud and risk management platform enables credit unions to respond to fast-evolving fraud attacks and mitigate risks as they happen in real time to provide protection for the entire customer lifecycle across use cases.
This handbook provides an overview of the different types of account fraud, the techniques used by criminals to perpetrate them, and some action items that your credit union can take to protect your members and your own bottom line.
Onboarding represents a critical point in the member journey, especially for business clients. Learn how to reimagine your onboarding process, making it more efficient, consistent, and more personalized to member needs.
Discover how next-generation video banking, which employs a collective approach to online customer service across video, chat, messaging, and online voice, can keep your member satisfaction high, minimize call handle time, and reduce complexity.
To meet the expectation of customers, small businesses want to offer services such as mobile app payment processing, text-to-pay, and invoicing, and need a trusted provider to make it happen. What better partner than their credit union?
When it comes to real time payments, credit unions face a difficult decision -- either wait for the FedNow service launching in 2023 or leverage the TCH RTP® network now. This webinar brief reveals how and why both can fit into your credit union’s payments strategy.
At a time when digital payments have become standard and fraud has increased, credit unions must reevaluate their digital banking strategy to ensure they’re creating a secure and convenient environment that builds consumer trust. Download this white paper and learn how your credit union can achieve secure, real-time payments.
In capital markets, there are several pervasive misconceptions about how mortgage pricing is created and what lenders are offering borrowers. This white paper explores the relationship between consumer loan pricing and capital market conditions, addresses common misconceptions, and illustrates the processes involved in generating consumer loan offerings and intermediate loan prices.
Aiming to improve member satisfaction through ATM uptime, Bethpage Federal Credit Union quickly realized the challenges of having a mixed fleet of hardware and vendors. This case study explores how they overcame those obstacles to reach 99.2% ATM uptime while achieving predictable costs across their fleet.
Credit unions should focus on their product, experience, and innovation while leveraging their established brands and market presence. Learn how to create the best solutions to serve your members within various communities.
Credit unions have had a lot to grapple with lately when it comes to payments. Two themes in particular are being discussed: cloud and real-time payments. Download this brief and learn how your credit can successfully approach this opportunity to be at the forefront of change.
As more Credit Union members begin engagements online, chat has become a popular communication channel. But it's not enough. This white paper explores why chat is no longer a differentiator and how an integrated Digital Customer Service (DCS) strategy can go further.
Speed matters. The longer it takes to close a loan, the higher the risk of losing the deal. Download this white paper and learn how to deliver a simple, efficient and high-quality lending experience.
Download this white paper and learn how to create a vastly more simple, efficient and affordable real estate closing experience that allows your credit union to build lifelong relationships with mortgage members.
Small businesses are increasingly exploring electronic payments to meet customer expectations, improve operations, and reduce manual processes and costs. Learn how your CU can gain market share by educating and guiding them on modern payment technology.
Interest rates, origination volume, and profit margins are constantly shifting based on a variety of factors and most lenders react (rather than act) to short term changes in the environment. It is best to act decisively and in a calculated fashion. This white paper outlines a simplified model illustrating mortgage market stages and how lenders can set a foundation of resilience to changing markets.
Research indicates that credit unions are missing out on significant revenue opportunity through payments - one that large banks are quickly seizing. This whitepaper provides strategy insights specifically for credit unions and how they can start winning the payments game now.
Consumer credit card usage typically ebbs and flows in tandem with national economic cycles, yet recent research has revealed another key component of modern consumer payment choices: customer experience features. Download this report to learn more.
Abound Credit Union identified a unique opportunity to grow personal lending. Discover how Abound is expanding access to affordable credit in the communities it serves while delivering a best-in-class, all-digital experience for its members.
As mortgage rates begin to rise and origination volume drops, you may be wondering about best practices for dealing with tightening margins. Download this white paper and learn how to mitigate margin compression in 2022.
This case study outlines a recent example of a mortgage company leveraging award-winning technology to increase loan sales efficiency. Learn how you can drive profitability and minimize operational risk while providing a seamless and pleasurable mortgage experience for your members.
Cyber fraud is a leading concern for credit unions and is expected to grow worse in the coming years. Download this white paper to explore the most pressing threats and learn how your CU can build a multi-layered approach to cyber-resilience.
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. There are many key factors to consider when optimizing your investor set. This whitepaper shows you how to quantify where to deliver your production, audit your investor base, and optimize your investor set.
What are the potential hidden costs associated with running a credit card program and how can your credit union make more informed decisions when considering whether to insource or outsource a credit card program?
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