In dealing with the ongoing spread of the coronavirus (COVID-19), credit unions are facing great challenges to operate normally – especially in the contact center. As the largest member-facing department of a credit union, the contact [...]
Regulatory violations result in costly fines and civil penalties. Financial Institutions, as well as Individual financial institution employees (including credit union employees) can be subject to these penalties. Last year, I wrote about the most [...]
If you’re quarantined alone (or even if you’re not) you may be missing the human connections that you’re used to having during a normal week of your life. For some of you, [...]
In these uncertain times, CUES and credit unions have a new thing in common. We have more staff members working more hours remotely than ever before. CUES has a long history of offering flexible work [...]
In a single moment everything changed at my credit union. At 9:01 a.m. on April 19, 1995 we existed to serve the federal employees in the Alfred P. Murrah building. At 9:03 [...]
This new normal is very stressful. People are concerned about their health and their finances. The government is advising and, in some areas, requiring people stay home. Businesses are being closed. Workers are being laid-off. [...]
Federally insured, low-income designated credit unions that experience unexpected costs as a result of COVID-19 can request urgent needs grants from NCUA. “The NCUA recognizes that the COVID-19 outbreak will affect all federally insured credit [...]
Yesterday, the Federal Reserve announced a new stabilization package and committed to using the full range of its authorities aimed toward supporting the economy during the coronavirus pandemic. Included in these actions is a plan [...]
If you’re like most in this world today, you likely feel like you’ve lived a lifetime in just the last week. I know that we have. As we write to you safely from [...]
O Bee Credit Union in Lacey, Wash., is a 45 minute-drive from the Kirkland, Wash., nursing home that was the initial epicenter of the coronavirus outbreak. The area’s credit unions were among the first [...]
The developing COVID-19 pandemic serves as a reminder to our industry of the importance of business continuity planning (BCP). It is not just worldwide health pandemics that should prompt businesses to create and maintain a [...]
In an effort to combat “spoofed” telephone calls with falsified caller ID information that are not only a nuisance but resulted in an estimated $10.5 billion in consumer fraud loss in 2019 alone, the [...]
Oftentimes, credit unions and community financial institutions rely heavily on processors to handle claims and perform chargebacks. While this isn’t a problem in and of itself, it can result in a limited line-of-sight to [...]
COVID-19 is changing the way businesses serve customers and protect employees. On recommendation of the federal government, companies are implementing remote service and staffing strategies; people are avoiding public spaces and declining to congregate in [...]
Talk about tough times. Man. This is craziness, right? Never has the need for great leadership been more clear. I mean, what in the great wide world is going on? (And yes, I realize that [...]
