Zac King 2013 CUES Next Top Credit Union Exec Presentation

Zac KingAVP, Card Payment SystemsRedstone Federal Credit Union ($3.4B)Huntsville, Alabama, USA.

Enriching the Member Experience

Zac King, AVP Card Payment Systems

Redstone Federal Credit Union

Mission-to-Strategy

Striving to enrich the member experience…..

by providing competitive products and services and leading innovation.


Expected Results

Increased Satisfaction

Scores

Greater Product

Utilization

Improved Income

Statements


Be Competitive.


Be Competitive in the Market

Completed Projects/Products• Statement Offers• Transaction, Lending and Help Credit Cards• 70,000+ Surcharge Free ATMs• Prepaid (Reloadable) Debit Card

Around the Corner….• Home Equity Credit Card• Debit Card Cash Rewards• Employee Video Product Training/Quiz


Lead Innovation.


ATM Functionality: Break the Mold

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=MSqD7YeCiKm87M&tbnid=c6JR6LbWei_vsM:&ved=0CAUQjRw&url=http://www.atmmarketplace.com/article/130178/Prepaid-cards-mobile-steal-ATM-show&ei=uodhUt2sLYT68gTeo4CQAw&bvm=bv.54176721,d.eWU&psig=AFQjCNGVVemvmc9AOIt5nk-PyiGwVRUlIQ&ust=1382209843016147


































































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Credit Card Widget.

Redstone Federal Credit Union - Public

Before October 2012• Internal Calls• Dual-log• Green Screens• Quicken

Member Comments:• “I would like to view detailed information…without having

to sign in to another site.”• “Why can’t I see my credit card information online?”

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=vsc-M0A4yAwJwM&tbnid=aiThkeK-ohfKHM:&ved=0CAUQjRw&url=http://www.devicemag.com/2011/10/27/it-doctor-why-is-the-computer-so-hard-to-use/&ei=p45hUt_xI4Lq8gT49YD4CQ&bvm=bv.54176721,d.eWU&psig=AFQjCNHIXvFeqhuB7fySmTdQ3FJvsVGgvw&ust=1382211533828090




Working the Magic

• In-person workshop with vendor.• Collaborated with Software Development.• Provided clear direction.• Followed the strategy, defined the purpose.

What CAN’T we do? What DON’T we do?


Phase One Completion


Phase Two: “Help”

• Add joint owner experience• Real-time cash advance/ODP• Point-and-click disputes• Electronic balance transfer forms• Immediate shut down

…..point and click increases?


Solve for Redstone, solve for many.

Q&A with

Zac

Zac King 2013 CUES Next Top Credit Union Exec Presentation

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