Marketplace Newsletter

In this issue:

Free Webinar: Managing the Aftermath of a Data Breach

Create a Win-Win by Reducing Members’ Anxiety

Help Your Members Save on TurboTax

CO-OP Financial Services Announces $500,000 Support for Global Women's Leadership Network

When was the last time your credit union website had a full compliance check up?

Weigh Your Options Carefully for Optimal Outcomes

ACT FAST... Sprint Back to School Campaign Marketing Materials are Here, But Only For a Short Time

5 reasons why attending a CO-OP Roadshow gets you ahead of industry challenges

FIS: Complimentary Webinar for Credit Unions

Eltropy is CUNA Strategic Services Newest Partner

Further Enhance Your Membership with Save to Win - Attend the August Webinar

HR University

Upcoming Webinars

Subscribe to Marketplace


Tuesday, September 10th
2:00 PM (CST)

Presented by:

Mark Pribish, Vice President & ID Theft Practice Leader at Merchants Information Solutions, Inc.

Jim McCabe,
Senior Vice President, Identity Theft Solutions at Vero


  • Discover the most common ways credit unions are vulnerable to various cyber threats including data breaches, identity theft, fraud scams and hackers.
  • Gain insights on best practices for supporting cybersecurity and fraud prevention requirements from NCUA’s Supervisory Priorities, as well as state and federal response laws.

Learn ways to mitigate civil & class-action lawsuit dangers.


  • Record levels of ID theft in 2018 is still skyrocketing 200+% increase in New Account & Account Takeover fraud in past 3 years….it is haunting CU’s across the country.
  • Synthetic identity theft is a growing threat to credit unions—costing financial institutions billions of dollars.
  • Synthetic-identity fraud was listed as one of the biggest threats facing financial institutions in 2018.
  • 19 people per minute are victims of ID theft.
  • Increased threats are expected...the breach events are not going to stop. 

Learn how your credit union can protect itself and its members from any type of data breach or identity theft event.

Register today for this important informative webinar.

For more information, please contact Laura Parrish.

Vero’s IDProSelect protects your credit union, staff, board and members from the disaster of any data breach and identity theft event even from those that have already occurred. With Vero’s IDProSelect, the detection, containment and recovery processes are fast and efficient – helping your credit union reduce financial and membership loss. Vero’s IDProSelect also helps address NCUA cyber security mandates and deters Civil Lawsuits.




Create a Win-Win by Reducing Members’ Anxiety

Leading consulting firms, such as Forrester and Bain & Co., have long maintained emotions are key in shaping customer experience (CX) perceptions.  Bain reports reducing anxiety as the key emotional element of customer experience in banking.  CUNA Mutual Group surveyed 1,005 consumers online to better understand how reducing anxiety shapes CX and loyalty perceptions.


Findings indicate a sizable portion of U.S. consumers are experiencing some financial anxiety: 

  • 39% agreed with “I am more anxious when spending money today than I was five years ago”
  • 29% agreed with “I feel anxious about my current financial situation”
  • 20% agreed with “My level of debt is ruining the quality of my life” 

Consumers rated their primary financial institutions (PFI) on three standardized CX questions measuring the degree to which they accomplished what they wanted to, how easy it was to interact with their PFI and how the interactions made the consumer feel.  For all questions, consumers not anxious about their current financial situation gave significantly higher ratings than anxious consumers.  In other words, anxious customers/members “ding” their PFIs by giving lower CX ratings.


We asked consumers who applied for a loan in the past 5 years what emotions they felt when 1) deciding to apply for a loan and 2) when completing the loan application.  After pooling responses for both phases of the borrower journey, we found most borrowers (61%) stated they were anxious, stressed and/or afraid at some point before or during the loan application process.  

Most commonly cited concerns were (in descending order of importance): 

  • “Worried about not knowing if I would be approved”
  • “Worried my credit score would not be high enough”
  • “Worried if borrowing money was the right choice for my situation”
  • “Concerned I had too much debt already”
  • “Not certain if I could afford payments” 


We examined the relationship between lenders actions to reduce borrowers’ anxiety, stress and/or fears and two important customer loyalty metrics:  likelihood to consider the lender for the next purchase and likelihood to recommend the lender to a friend/family member.  Loyalty ratings given by borrowers whose lenders took actions to reduce borrowers’ stress were over 30 percentage points higher than loyalty ratings given by borrowers whose lenders did not. 

The leading concerns mentioned hint at ways credit unions can reduce borrowers’ anxiety.  Some examples include: 

  • Informing members of the pre-approved credit offers for which they qualify
  • Providing members with free credit scores and simulators to show the impact of financial decisions on their credit score
  • Counseling members on when not to borrow
  • Providing members with access to debt-to-income and loan affordability calculators 

This research leaves little doubt credit unions taking such actions will be rewarded.  While this study focused on anxiety related to lending, it’s easy to see how addressing members’ worries related to saving, spending and managing money could improve members’ perceptions of their credit union. 

Banks and fintech startups are investing large sums on technology to improve functional elements of CX, such as speed, ease and convenience.  Credit unions have a significant opportunity to differentiate themselves from competitors by effectively reducing members’ anxiety digitally.  




Help Your Members Save on TurboTax

The TurboTax discount program is one of the more popular offerings from Love My Credit Union Rewards, and one that nearly every credit union member can use. While tax filing is usually a once a year proposition for your members, did you know promoting the TurboTax program has year-round benefits?

That’s why LMCUR is hosting live webinars that will give you the best tips and tricks for promoting TurboTax and how your credit union and members benefit from it.

Learn about:

  • Strengthening your member relationships by helping your members save on TurboTax.
  • Using relevant tax related content to improve your wallet-share and help keep more of your members' financial activities within your credit union.
  • The creative ways you can tie tax refunds to your core products and services to improve member engagement.
  • Ways to remind your members how financial health matters all year long, not just at tax season, and what they can do now to save on their taxes.

The TurboTax program not only saves your members money on their taxes, but it improves their loyalty to your credit union, and gives you another tool to improve member satisfaction and participation in different financial products and services. 

To learn more, simply click on one of the links below and sign up for the webinar that works best for your schedule. We look forward to showing you how LMCUR and TurboTax benefits both your credit union and your members! 

Wednesday, August 28 – 2:00pm ET
Wednesday, September 4 – 2:00pm ET
Wednesday, September 11 – 1:00pm ET
Wednesday, September 18 – 2:00pm ET
Wednesday, September 25 – 1:00pm ET




CO-OP Financial Services Announces $500,000 Support for Global Women's Leadership Network 

Multi-Year Funding Dedicated to Advancing Women in the World Credit Union Movement 

CO-OP Financial Services announced it is sponsoring the Global Women’s Leadership Network (GWLN), totaling $500,000 over 10 years, to help the organization continue its work in advancing women in the credit union movement. 

“We have been a proud supporter of GWLN, serving as its founding sponsor 10 years ago,” said Samantha Paxson, Chief Experience Officer for CO-OP Financial Services. “We are marking the tenth anniversary of the organization by strengthening our advocacy for female leadership. We believe in the power of women leaders progressing the credit union movement, and want to show our support in the strongest possible way for the GWLN and the many women it seeks to inspire and promote.” 

In this renewed commitment, CO-OP Financial Services will donate $50,000 in 2020, and then $50,000 for the next nine years that follow. The company donates about $2.5 million annually to support a variety of industry associations and philanthropic endeavors. 

The World Council of Credit Unions (WOCCU) established the GWLN in 2009 with Susan Mitchell, CEO of Mitchell, Stankovic & Associates, as Volunteer Chair. 

“The GWLN was established to provide women with the opportunity and resources to make a measurable differencein the lives of each other, in the lives of credit union members and in their communities,” said Mitchell. “This initiative is helping people who are disproportionately excluded from the financial system rise up and have a voice in society, and we are grateful for CO-OP Financial Service’s commitment of support long into the future.”  

In addition to helping women advance professionally in the credit union movement, the GWLN also seeks to address the problem of exclusion from the financial system. The organization’s website reports, “According to the Global Findex Database 2017 published from The World Bank Group, globally, about 1.7 billion adults remain unbanked – without an account at a financial institution or through a mobile money provider and fifty-six percent of all unbanked adults are women (980 million).” 

For more information on the GWLN, visit, and for information on CO-OP Financial Services, visit




When was the last time your credit union website had a full compliance check up? 

As your most accessible credit union location, your credit union’s website is your window to the world. And if your members are going there, of course regulators are going there as well.

Website compliance can be tricky to maintain, as websites are frequently updated. But don’t worry, the experts at PolicyWorks are here to help. 

Fill out the form to get the Credit Union Website Compliance Checklist, a handy tool that walks through key compliance items to consider on any credit union’s website. This checklist is a great starting point for your credit union to comply with the NCUA rules and regulations. 

How do you know it’s time to have your website reviewed for compliance? 

Websites build over time, so it’s easy to forget which pages contain service descriptions, rates and fees. To ensure you’re maintaining compliance and keeping your site up-to-date we recommend annual reviews of your website content. 

Perhaps you just launched a new website, added a new product or service, or have recently changed website vendors. If that’s the case – we’d say it’s time for a full checkup. PolicyWorks is here to help! 

Download the website checklist by filling out the form.



Weigh Your Options Carefully for Optimal Outcomes 

The choice is clear when it comes to overdraft service reliability and results 

With the growing number of fintech companies entering the marketplace, traditional service providers are upping their game to improve the banking experience. As a result, consumers have a lot more choices when it comes to accessing financial services. Whether they expect the ease and speed of 24-7 access provided by the latest mobile banking options or rely on face-to-face interaction with financial services experts to help them navigate their financial security, market forces have changed the industry environment to meet changing demands. 

But no matter where your members fall on the service expectation spectrum, there is broad agreement regarding their priorities when choosing a financial services provider:

  • convenient, reliable services that help them effectively complete financial transactions;
  • full transparency regarding product benefits and user responsibilities;
  • no surprises when it comes to program parameters or costs;
  • clear, consistent communication regarding their account status; and
  • advice on how to maintain financial security. 

This is especially true when it comes to protecting themselves and their families from the negative consequences that result from a financial shortfall — caused by an unexpected expense or an error in keeping track of their account balance. 

Even as we are in the midst of the longest economic expansion in our history, about 40 percent of Americans say they are struggling to pay their bills. So, while the overall economy looks strong, one unexpected expense — such as a medical emergency or car accident — can diminish financial security or lead to bankruptcy for many families and individuals. 

Choose to make a difference

You can make a positive impact for your members who find themselves in a difficult financial situation by providing a consumer-focused overdraft strategy that meets all regulatory guidelines and best practices. 

In a recent letter to the Consumer Financial Protection Bureau (CFPB), The National Association of Federally-Insured Credit Unions (NAFCU) reiterated its support for credit unions’ use of responsible overdraft programs as valuable service options for consumers. In response to the CFPB’s planned review of the overdraft rule, under the Regulatory Flexibility Act, NAFCU asked that “the review consider not just the cost of participation in overdraft programs, but also consumer benefits — many which are associated with credit unions’ approach to member service — to correct assumptions regarding the value of overdraft products and consumer preferences.” 

As the NAFCU continues to work with the CFPB to provide regulatory relief for credit unions, it continues to defend the use of overdraft services that are coupled with free financial education and counseling to ensure credit union members are informed about the benefits and uses of such options.

Make the socially responsible choice

A fully transparent overdraft service — with established limits, reasonable fees and easy-to-understand, on-going communications and advice — provides a hassle-free solution for all eligible members who occasionally overdraw their account. There’s no guesswork regarding their overdraft limit, once it is established, and no confusing formula that can arbitrarily change the limit when it might be needed the most. 

And, when this service is coupled with financial counseling and recommendations about other product options that address individual needs, all members can benefit from more personal financial peace of mind. 

The right choice provides superior support and long-term success

If you want to ensure your existing overdraft strategy is providing the best choice for your members and best results for your credit union, make sure the options you are considering provide the following additional benefits: 

  • core compatibility for easy installation;
  • best-in-class software for improved tracking and reporting of key data;
  • access to cloud technology that includes text and email capabilities;
  • increased automation for improved efficiency and flexibility;
  • advanced analytics to gauge program usage and identify areas for improved results;
  • comprehensive consulting and on-going program monitoring and maintenance;
  • 100% written compliance guarantee for greater regulatory peace of mind;
  • access to exclusive training and education opportunities that increase employee knowledge and confidence;
  • reliable member communication support; and
  • measurable results. 

When your members need assistance to make ends meet, they shouldn’t have to turn to products that are unclear or that could make their financial situation more difficult. Implementing a fully disclosed overdraft solution that addresses members’ needs and protects your credit union from regulatory scrutiny — while providing an opportunity to increase revenue is the responsible choice. 

What’s more, a service that includes innovative, next generation features and real-time updates provides the tools your employees need to confidently provide superior value and stay one step ahead of any changes in regulations, technology or member service issues. 

Overcome the status quo to establish a clear choice

When it comes to providing a service to address occasional financial shortfalls, are you choosing to implement an easy-to-use, responsible solution that will benefit your members and your institution? Or are you holding on to an outdated or obsolete program that lacks the opportunity for improved service and performance results? 

It boils down to this: Consumers are more likely to choose a financial institution that has their back and offers user-friendly, reliable services and programs that help them maintain financial stability. It’s up to you to simplify their choice with a fully disclosed overdraft solution that takes their financial security to the next level.




ACT FAST... Sprint Back to School Campaign Marketing Materials are Here, But Only For a Short Time 

It’s back to school time, and that means great offers from Sprint for your members! Take advantage of our seasonal marketing materials for the Sprint Back to School campaign to promote the program to your members. 

Through September 15, stop by the Partner Center for great back to school themed marketing materials including: 

  • Email Template
  • Social Media Posts
  • Web Banners

 Credit unions using our Sprint Seasonal HTML banners will automatically be updated to the latest Sprint back to school campaign banner. 

While this is a very short campaign, it is a great way to transition into our exciting Fall campaign which launches next month! Meanwhile, if you still need to do Q3 Sprint marketing, consider using the back to school marketing materials to reach your members which will be available in the Partner Center under the Seasonal Campaign section. 

If you have any questions or need assistance with the LMCUR marketing, please do not hesitate to contact the LMCUR Client Services Team via email at [email protected] or by calling 866-348-2887. 

Upcoming Sprint Seasonal Campaigns
Back to School Campaign: August 19 - September 15
Fall Campaign: September 16 - November 3
Winter Campaign: November 4 - December 29




5 reasons why attending a CO-OP Roadshow gets you ahead of industry challenges 

CO-OP Roadshows are designed to help you get ahead of the payment and fintech trends that will impact your credit union over the next 1-2 years. If you haven’t attended one of their complimentary Roadshows yet this year, here are five great reasons to put one on your calendar: 

1. Download the Latest Industry Updates

Two special presentations from renowned industry experts are on the docket this year: 

  • At the Chicago and Houston Roadshows, the Filene Research Institute will present their landmark research report, “The Credit Union of the 21st Century” uncovering the future of consumer finance that is being shaped by changes in membership needs, economic challenges and emerging technologies. It will provide a strategic planning guide on how to develop a more proactive and insights-based approach to your organizational strategy. 
  • Attendees of the Nashville and Washington D.C. Roadshows will hear THINK 19 speaker Nikhil Lele present Ernst & Young’s provocative new take on what they call the “Next Wave of Banking.” Using EY’s proprietary consumer research, Lele will outline how the consumer financial services industry will change over the next five years and the implications for how credit unions should shift their strategy in the years ahead. 

2. Take a Master Class on Payments or Data Strategy

Each Roadshow features a 90-minute Master Class on Payments Performance (Chicago, Nashville) or Data Strategy (Houston, Washington D.C.). These courses will help you make the connections between big-picture trends and real-world growth with tangible takeaways you can begin implementing at your credit union immediately. 

I wish I had brought my whole team for the Master Class,” said attendee Ryan Zilker, VP of Marketing at Sound Credit Union. “Every credit union would greatly benefit from this content. Hands down, [it was] a great event. 

3. Get a Behind-the-Scenes Look at CO-OP’s 2019-2020 Product Roadmap

Get a closer look at the latest products CO-OP is delivering to your credit union specifically for your digital transformation strategy. You’ll see live demonstrations and sneak peeks of products they are developing, including MyCO-OPCardNav and the new Developer Portal. 

Roadshows present a great opportunity to take front-line staff to hear why we have partnered with CO-OP – and experience a mini ‘THINK’ environment,” says Shawn Ashley, Vice President of Information Technology at FinancialEdge Credit Union in Bay City, Michigan. 

4. Build Relationships with Industry Peers and CO-OP Executives Over Free Breakfasts and Lunches

Collaboration is the lifeblood of our industry. Connect with other forward-thinking credit union professionals from your area during the free networking breakfast and lunch. Members of CO-OP’s Executive and Product team will also be on hand to talk to you directly about your credit union’s unique challenges and opportunities. 

5. It’s Free!

CO-OP Roadshow attendance, breakfast and lunch, is complimentary for credit union professionals! And since it’s local, it’s easy to bring colleagues or your whole team. This is your opportunity to escape the day-to-day and contemplate the trends and strategies you want to inform and inspire your 2020 planning. 

Learn more and register below: 

August 22, 2019| Chicago, Illinois

Register Now

September 12, 2019 | Nashville, Tennessee

Register Now

October 10, 2019 | Houston, Texas

Register Now

October 24, 2019 | Washington, DC

Register Now





Complimentary Webinar for Credit Unions

Topic: Fraud Trends and Insights: A Deep Dive with FIS and VISA
When: Thursday, September 26, 2019
Time: 11:00 a.m. ES

Now more than ever, credit unions are challenged with protecting members as fraudulent activity continues. Attend a webinar hosted by Eric Kraus, Vice President of FIS Fraud Management along with a special guest, Lori Hodges from VISA’s North American Risk Team to hear the latest trends in fraud and security before transaction activity increases during the holiday peak season.

FIS partners with more than 3,000 credit unions, working hand-in-hand to meet member needs with our best-in-class integrated and modernized payments solutions, core platforms and dedicated servicing. Attend our webinar to learn more.

Register here: Fraud Trends and Insights: A Deep Dive with FIS and VISA

We hope you don’t miss our complimentary webinar especially for credit unions, where FIS experts will discuss how credit unions can grow and compete in the competitive payments industry. FIS is the global financial solutions leader, dedicated to creating innovative payments solutions that improve members’ lives.

FIS partners with more than 3,000 credit unions, working hand-in-hand to bring our continuous investments and innovations to credit unions and their members. Learn why 70% of the credit union industry turns to FIS for solutions in: 

  • Credit
  • Debit
  • Fraud
  • Loyalty
  • Network
  • Small business servicing
  • Money movement

FIS has worked with credit unions for more than 40 years to meet member needs with our best-in-class integrated and modernized payments solutions, core platforms and dedicated servicing. Ask about our new Credit Union Division and FIS Credit Union Advisory Board

To learn more, register for the webinar today or contact Laura Parrish.




Eltropy is CUNA Strategic Services Newest Partner


Eltropy is a Text Messaging-based platform that enables credit unions to communicate with members over Text in a secure and TCPA-compliant way.

Text Messaging technology from Eltropy enhances member experience, boosts member engagement and drives asset growth for CUs. 

Eltropy provides a “single solution” to meet all the text messaging needs of a credit union - Lending, Collections, Branch, Sales, Marketing, Service, and Risk Management. 

The Eltropy technology provides credit unions with three key values: 

  • Compliance and security: text messaging compliant with FCC/TCPA regulations and secure information sharing 
  • IT integrations: out-of-the-box integrations with core systems (like Symitar, Corelation), CRMs (like Salesforce) and other IT systems
  • Intelligence and Analytics: built in ROI, member engagement reports and insights to drive business decisions   

There is a video here we should include. 

Informational Webinar: August 30, 2019, 2:00 pm Eastern Time



Further Enhance Your Membership with Save to Win - Attend the August Webinar

Your credit union already offers great value to your members by being enrolled in Love My Credit Union Rewards programs like Sprint, TurboTax and more. But did you know that you could be offering even more exciting benefits to your members with the Save to Win program? 

With Save to Win, every time your members make a $25 deposit into their Save to Win savings account, they’re entered into monthly and quarterly cash prize drawings. It’s a fun, easy and risk-free way to incentivize savings for your members while growing wallet-share for your credit union. Best of all, the program is simple to market and maintain and your members can reap the rewards! 

Click Here to Register for the August Webinar

Save To Win Product Overview
Tuesday, August 27, 2019
2:00pm-3:00pm EST



HR University

November 12-14, 2019 | The Westin Nashville | Nashville, TN

The Westin Nashville
807 Clark Place
Nashville, TN 37203 

Educational Investment:  EARLY BIRD $699 (Early bird pricing ends October 14, 2019, after which the regular price of $899 will apply.)

Hotel Deadline: October 22, 2019 

TRGroup and Woods Rogers Attorneys have teamed up to offer credit union professionals a two-day Human Resources Seminar in exciting Nashville, Tennessee. 

To view the Agenda or to Register, please visit:

TRGroup (The Raiffeisen Group) is a collaboration of seven state leagues—Indiana, Kentucky, Louisiana, Mississippi, Tennessee, Virginia, and West Virginia. TR Group uses our collective strength to bring the best-of-class products, services, and service to credit unions at the lowest possible cost. Our mission is to empower credit unions to better serve their members, build loyalty, expand market share, realize savings on certain operational functions, and grow revenue.

For more information about TR Group, please visit:



To register for any of these webinars, please go to  

Performance Coaching

9/10/2019 1:00PM (CST)
Ever wonder why your employees are performing below expectations? Analyze the situation to close the performance gap and identify solutions to positively impact behavior.
Lending Resource Center/Live Events

Tough Conversations

9/12/2019 8:00AM (CST)
As a coach, you can often find yourself faced with a tough conversation. How you handle these conversations will ultimately impact employee performance. Implement a proven model that will both change employee behavior and maintain a good working relationship.
Lending Resource Center/Live Events

Member Focused Conversations: Guide with Confidence, Part 1

9/17/2019 8:00AM, 10:00AM, 1:00PM (CST)
Your members expect to be educated and guided through each step of their financial journey. There is no way to tell when an unexpected life event may occur, and it can have an immediate impact on their financial well-being. In Part 1, we’ll play The Money Game which allows you to see the impact of a disability or death on a member and their family and the difficult decisions they may need to make during an already tough time.
Lending Resource Center/Live Events

Member Focused Conversations: Guide with Confidence, Part 2

9/18/2019 8:00AM, 10:00AM, 1:00PM (CST)
Go the extra mile. Member Focused Conversations, Part 2 focuses on using consultative questions and breaking down each part of a conversational process. It’s all about using the process consistently to provide your members with a customized, needs-based solution. Be committed to being your members' trusted financial consultant. If you don't take the opportunity to guide your members, they will look elsewhere for the guidance they need.*
Lending Resource Center/Live Events

Rethinking the Branch

9/18/2019 1:00PM (CST)
The branch of the future strategy can be based on efficiency, convenience, flexibility, and changing members’ preferences. There isn’t one “branch of the future” fits-all strategy. Our expert panelists will share risks and pitfalls that can come along with rethinking the branch and your operations.
Protection Resource Centers/Live Events

Member Focused Conversations: Guide with Confidence, Part 3

9/19/2019 8:00AM, 10:00AM, 1:00PM (CST)
Part 3 of Member Focused Conversations takes the consultative conversation to a new level. In this session, we focus on personalizing benefits to the member and their unique situation. We will go beyond a generic benefit to pursue a richer more personalized benefit to the member. This will ensure your members see the value and why payment protection is so important. . .to them! Go the extra mile.*
Lending Resource Center/Live Events

Skills in Action: Confident Conversations - Personalized Benefit Statements

9/25/2019 10:00AM (CST)
Looking for a quick and focused learning opportunity to put into practice the knowledge and skills you have? This interactive, learner-driven session gives you the opportunity to take a deeper dive into Personalized Benefits Statements. You’ll work with lending peers to craft personalized benefit statements that help members see the value of protecting their loan.* Registration is limited to 30. If the session is full, register to be placed on the Wait List.
Lending Resource Center/Live Events

Addressing Concerns: Close the Case

9/26/2019 8:00AM, 10:00AM, 1:00PM (CST)
What if the member asks a question or raises a concern? Don't let this question stop you any longer from educating your members on payment protection. Confidently address four common member questions and concerns related to payment protection.*
Lending Resource Center/Live Events