How EPL’s i-POWER Creates Efficiencies in Lending

As credit unions and other financial institutions know all too well, loan origination and servicing are critical components of doing business. It is increasingly important to be able to provide competitive, compliant loans and quickly respond on loan approvals. All lending professionals know that member expectations are constantly changing as the market shifts and new technologies are developed, and it’s highly unlikely that members are entering your branch and filling out applications like they used to. In order to meet members where they are, it is vital to adopt the right technology and develop efficient processes which address their needs quickly.
 
Our core solution, i-POWER®, makes the lending process less cumbersome. i-POWER is a robust system that encompasses many facets of a credit union’s business, from transactions to member relationship management to cutting-edge lending capabilities. i-POWER supports consumer, indirect, home equity, mortgage and business loans, as well in-house credit cards. It services both investor loans and escrow management for mortgages. 

Here are several ways in which i-POWER streamlines lending:

1. Custom loan origination. i-POWER has three loan origination system options which offer varying features, enabling credit unions to select the system that best meets their specific needs. Each system is user-friendly and integrated, which eliminates the time-consuming process of rekeying data. 
2. Time-saving features.  At loan origination, i-POWER has many features available that simplify the lending process, such as automated decisioning, integrated credit reports, automated document generation, queue management, integrated task lists and e-signature capability, enabling your credit union to close loans in minutes. Information is readily available for loan servicing, including ongoing management of loans (e.g., escrow analysis and management). i-POWER also has the ability to create, document and track subsequent action activities such as extensions, skip-a-payments, changes in due dates, among other capabilities.
3. Easily accessible information for both staff and members. Credit union staff can view key loan information on the Member Profile screen, and can drill down to see specific information, such as collateral information, documents, payment history and more. Members can access their loan application and documents 24/7 via online or mobile applications – a necessity in the digital age in which we live.
4. Integration to third party solutions. Integration to other components of EPL’s system, as well as third party solutions, is key to innovation. Not only does it provide credit unions with additional options, but a seamless integration further streamlines your loan processes and allows you to customize your member experience. 
5. Management reporting. EPL’s i-POWER core system provides various management reports for credit unions to effectively manage their loan origination and loan portfolio. Through reporting, management can ensure loan requests are being processed promptly, and can access various analytics to determine the quality of loans requested. These reports also provide insight into loan portfolio performance and other key metrics.

With i-POWER®, credit unions can make the lending process more efficient, thus closing more loans and ensuring member satisfaction. Access to competitive loans is a key driver of credit union business, so an investment in a solution that makes it easier is a no-brainer.

Yvonne Sambrano

Sr. Lending Solutions Product Manager

EPL, Inc.

4 Ways Core Technology Can Enhance the Member Experience

Your credit union’s core technology intrinsically is tied to the member experience. It’s also an essential element in building and sustaining your membership base. If your technology isn’t accessible, intuitive and innovative, you might lose members to another financial institution that is more focused on developing cutting-edge, dynamic solutions that add value to the member relationship.

If you want to retain members and spur growth at your credit union, ensure your core:

1. Seamlessly integrates proprietary and third-party solutions. At EPL, our technology solutions are built on a modern, open-architecture system. Our proprietary products provide a streamlined experience for your members, creating efficiencies for them as well as your credit union. Both our robust selection of modular proprietary solutions and ability to connect seamlessly to third-party solutions allows you to provide a custom and unique solution for your members and boost your suite of products. As a credit union, you must remain cognizant of industry and technological trends to stay ahead of the curve. Giving your members access to the best tools the marketplace has to offer is key. 
2. Empowers members with a comprehensive view of their finances. Core software should allow members to access a clear picture of their current financial state, as well as provide the tools to decide how to budget and spend their hard-earned money, take out loans, etc. Members choose credit unions because of the personalized experience they provide. It’s up to you to give them the data they need to make informed decisions and help guide them on their way. 
3. Educates members on products and services that meet their needs. Your software should be used as a tool for your credit union to cross-sell your suite of products and services to your members. Leveraging data from your core solution to tailor recommendations and service offerings keeps them engaged and aware of what your credit union can provide. The first step in getting members to utilize an additional product is education. Data that analyzes member spending options, and this behavior can help you discover new ways your credit union can serve them. 
4. Recognizes and rewards your members. EPL recently implemented a new Relationship Pricing model, which is mutually beneficial to the credit union and its members. Loyalty programs increase customer engagement with financial institutions by providing incentives for them to utilize more services and get involved. At the credit union level, a loyalty program can build a sense of community. You can leverage these programs to reward your members for their business and educate them on different products and services, helping them achieve their financial goals and increasing overall satisfaction. 

Does your core software enhance the members experience at your credit union? Make sure you have the technological systems in place to keep them coming back. Your credit union’s vitality depends on it. 

Robin Kolvek

CEO

EPL, Inc.

2017 PAT Conference in Review - 5 Key Takeaways

Our Product Advisory Conference, which took place in Denver last month, gives us the opportunity to share new products and initiatives that demonstrate how we are staying on the cutting-edge of software development. It is also a platform for our customers to give feedback and acquire knowledge from their credit union peers. This year’s theme was “Evolve Constantly. Perform Exceptionally. Lead Boldly.” These three tenets represent the core of what we do at EPL as an industry-leading software development and services company.

While many great achievements were covered, new initiatives planned and wonderful experiences shared, we simply don’t have the space to recap it all here. So, here are EPL’s top five takeaways from what was surely the best conference yet!

1. Progress on the product roadmap. We were pleased to show substantial progress on our product roadmap, which will provide our customers with the solutions they need to remain competitive in the marketplace. Together with Dedagroup, we are developing innovative software solutions and unlocking new opportunities through partnerships with organizations like Juniper Payments, LLC. Our new, innovative General Ledger, robust Relationship Pricing package, new In-House Credit offering, CUe-Branch online and mobile banking upgrades, Teller Operational efficiencies, User Interface enhancements, OFAC/FinCEN and our new EPLOS lending solution are just a few examples of the latest and greatest things happening at EPL. We shared even more robust i-POWER® and proprietary solution updates, including a 188% increase in development!
2. Client responsiveness. We are actively listening to our clients’ needs and responding accordingly. We evolve our products and services constantly to meet the demands of our clients and the marketplace. EPL is dedicated to developing solutions that empower credit unions of all sizes with software that improves member experiences and drives real growth.
3. Culture of collaboration. We are focused on a culture of collaboration within EPL, as well as with our customers. The Product Advisory Conference provides a unique opportunity for credit union leaders to share ideas and gain new insights on what is working for them in the industry. By working with our partners at Dedagroup, we will continue to enhance our software, expand our services and create new efficiencies.
4. Security and compliance agility. We provided a security and compliance update that informed our customers how we are staying abreast of compliance issues in the industry, including the Credit Bureau Furnisher Data Reporting changes. We want our clients to know that we are anticipating industry shifts as well as security concerns by sharing key initiatives and actions we are taking to comply with industry regulations.
5. Position as a global company. Finally, we shared how we – EPL and Dedagroup – are driving a collaborative, inclusive, take-action culture. We are leveraging expertise from our organization and partners to develop comprehensive solutions for EPL’s clients. This effort spans across the globe, from our resources in the U.S. and Mexico to Italy. Along with our partners Dedagroup, Juniper Payments, LLC, we are accelerating the delivery of quality solutions.

EPL is excited about the positive impact we are making while serving our customers and their members. We look forward to continued collaboration as we develop software solutions that meet emerging needs and position ourselves for an extraordinary future together.

Robin Kolvek

CEO

EPL, Inc.

Spring Cleaning Your Credit Union’s Technology - What’s Working and What’s Not?

Spring is in full swing, which means it’s time to clean out the closets, discard what you no longer use and get organized. This same principle should be applied to your credit union’s software — now is a great time to assess what is working well and what “clutter” lies in the path of progress. Remember, technological efficiency is closely tied to success in our industry. 

When analyzing what is working for your credit union, consider these four questions:

1. Do your digital platforms make transactions easier for members?
Members expect to have the data they need to make informed decisions at their fingertips. Transactions should be easily made online or via mobile apps. Did you know that the biggest obstacle for credit unions in mobile banking usage is getting members to sign up? Consider ways in which you might incentivize members to utilize your digital platforms and educate them about their benefits. If members aren’t using your digital platforms, it doesn’t matter how user-friendly they are.

2. Does your technology inspire loyalty and retention?
Your credit union’s technology should be your key to unlocking insights on member behavior and trends. These insights can be used for cross-selling opportunities that keep members engaged with the credit union and encourage them to add on more products and services. Your technology should be central to your credit union’s retention strategy. If it’s not giving you the data and insights you need, it’s time to consider an upgrade.

3. Is your software up-to-date?
According to a recent survey, most credit unions are operating with software that is more than five years old. While this is not uncommon, not all core providers regularly update their software with new features and efficiencies. When was the last time your core provider put out a major software release? Are they routinely meeting product development promises or obligations? Ensure you remain on the cutting edge by choosing an innovative core provider who evolves and delivers in anticipation of customer needs, not to catch up to them.   

4. Is your data secure?
Cybersecurity remains a hot topic and large threat to credit unions and other financial institutions. Consistent updating of your security software is non-negotiable. Computer updates as well as application updates must be applied as soon as possible upon release, so that necessary patches are installed to prevent any cybersecurity weaknesses. Also, make sure any former credit union employees have been removed from access to company systems.

When looking at your core software, are there any components that are outdated, clunky or inefficient? If so, it might be time to upgrade to a more streamlined solution. Your credit union is only as strong as the software your employees and members use daily — make sure it’s working effectively for you and your members.

Shairaj Shaik

Vice President of Software Development

EPL, Inc.  

So, what is it like to work at EPL?

In February 2013, EPL opened its doors to my wide-eyed and nervous self. As a 23-year-old, the chance to not only work in a more corporate atmosphere, but to also in an environment like EPL’s was an unbelievably exciting opportunity for me. I was set on making a positive impression at my new “work home.” What I didn’t realize at the time, however, was how much EPL would also make an impression on me.

I could speak extensively about the positive aspects of working at EPL, but wanted to highlight a handful of attributes that make EPL stand out as a distinct employer:

Our Customers. We at EPL feel privileged to have such valued relationships with our customers. The ability and willingness of our team to provide one-on-one, customized assistance to each of our credit unions is unparalleled. Our friendly and highly dedicated customer service allows us to get to know our customers on a personal basis and simultaneously position them for success. Our customers trust us to make sure their credit union and its members achieve their highest ambitions, and we do everything we can to make sure that success is delivered. We truly do have a wonderful group to work with – both here at EPL and at the credit unions we serve.

Open Door Policy. The constant exchange of information and knowledge I witness every day is both energizing and fulfilling. No matter the role or title, every person on our team serves as a mentor to others. Have a question? Call a coworker and they will pause their task to help walk you through your issue until you reach a resolution. Managers here are also keen on ensuring each employee’s success and happiness. The fact that I can walk up to my supervisor and ask, “Do you have a minute?” and have an impromptu conversation is both invaluable and instrumental in fostering a culture of collaboration, cooperation and caring — a culture that unmistakably trickles down throughout the rest of the company.

Flexibility. EPL employees are given the opportunity to work remotely, which symbolizes management’s trust in employees to remain productive and responsive. It also gives employees freedom and flexibility in their schedules, while still providing excellent customer service.

Growth Opportunities. Employees here are also encouraged to explore and learn about all departments of the company. This cross-training creates limitless learning opportunities for an employee, which, in turn, allows the individual to grow and flourish in both knowledge and skill and gives them the ability to expand their role if they wish to contribute their talents in other areas.

Our Future. Since 1977, EPL has experienced many transformations in order to continue to effectively serve the credit union industry. I feel incredibly lucky and thrilled to be a part of a new evolutionary period of our company. With the investment from Dedagroup NA in 2015, and our recent strategic partnership with The National Federation of Community Development Credit Unions, we now have the ability to expand our collaborative efforts with larger, international organizations and serve a wider audience for the advancement of the credit union industry. Not to mention, we have the pleasure of getting to collaborate with a highly motivated team in both the U.S. and abroad, as we share the collective purpose of applying innovation and efficiency to everything we develop!

As is inevitable for any business, our team will sometimes encounter challenges. But beyond any difficulties and growing pains we may face lies EPL’s wonderful team members, who possess an unwavering dedication to serving our customers and the fundamental belief that only together can we achieve the greatest success.

Ashlyn Fogg

Sales Operations Specialist

EPL, Inc.

How the Change in the Oval Office Will Affect Your Credit Union

(NOTE: This blog does not constitute a political endorsement or criticism. It serves only to provide commentary on potential regulatory changes and their possible impact on the credit union industry.)

Next month marks a big shift for the U.S., with Donald Trump set to take office on January 20, 2017. With a new administration comes new policies and procedures, and Trump’s will be no different. Although we won’t know for sure what will happen when he takes office, we can examine how his views on key issues will likely affect credit unions in 2017 and beyond.

Dodd-Frank Wall Street Reform Act

Throughout the presidential campaign, a hot-button issue for Trump was the reduction of regulations on businesses. In Trump’s opinion, too much regulation stifles growth, especially for smaller businesses. The credit union industry viewed this position as favorable and, according to the New York Times, 84 percent of small financial institutions supported Trump in an industry poll over the summer. 

A major set of regulations Trump would like to repeal is the Dodd-Frank Wall Street Reform Act. Dodd-Frank was passed in 2010 to prevent another financial crisis from wrecking the economy. According to Trump, however, Dodd-Frank is comprised of too many complex, cumbersome regulations which slow the growth of businesses. Many in the credit union industry agree, as the regulations designed for large banks deemed “too big to fail” are also enforced on credit unions. The cost of compliance with these regulations is high, and many in the credit union industry argue that this disproportionally affects smaller financial institutions that cannot afford to pay the price. They don’t believe credit unions should be subjected to the same lending and capital restrictions as larger banks.

If Trump follows through on his promise to “dismantle” Dodd-Frank, credit unions may find themselves with fewer limitations on how to use their capital. However, Dodd-Frank took years to implement and will likely not be undone overnight.

Financial CHOICE Act

The CHOICE Act, proposed by House Financial Services Committee Chairman Jeb Hensarling, R-Texas, is a preliminary step to roll back Dodd-Frank regulations and create a new standard for financial institutions and credit unions. The CHOICE Act was approved by the House in September, and is thought to be a potential framework for future changes to Dodd-Frank.

The National Association of Federal Credit Unions (NAFCU) has shown support for this act, specifically the repeal of the Durbin Amendment (another component of Dodd-Frank). The Durbin Amendment limits interchange fees on debit cards and, although there is a provision for financial institutions with assets less than $10 billion, credit unions have still lost profit from these fees.

The CHOICE Act also stipulates other provisions for smaller financial institutions, including a legal safe harbor from escrow requirements for community banks and credit unions holding loans in portfolio for three years, and an exemption for firms that provide 20,000 or fewer mortgage loans annually from certain escrow requirements.

FHFA

Trump’s presidency could also affect the Federal Housing Finance Agency (FHFA), which oversees Fannie Mae and Freddie Mac. Trump’s team has expressed a desire to free Fannie and Freddie from government control, and many republicans agree. However, in a letter to congress, the NAFCU stated their belief that “a healthy, sustainable and viable secondary mortgage market must be maintained,” and “credit unions must have unfettered, legislatively-guaranteed access to such a market.” The NAFCU does not want Fannie and Freddie, both government-sponsored enterprises (GSEs), to be privatized because credit unions could be excluded from the secondary market. The NAFCU said they would be open to merging Fannie and Freddie and keeping them under the FHFA. It remains to be seen what will happen with Fannie and Freddie, but any changes will obviously affect credit union mortgages. 

There’s no way to know exactly how the change in the oval office will affect credit unions until Trump arrives at the White House and starts implementing policies. However, it is safe to say that there will be quite a few changes — many focused on decreased regulation — with the incoming administration.

EPL Staff

EPL, Inc. 

Introducing EPL’s New Corporate Logo

 

 Say “Hello!” to EPL’s new corporate logo and refreshed visual identity system. This is an exciting time for our organization as we look to the future – both for our company, and the credit union industry as a whole. We are not the same company we were just two short years ago, and our new look is the culmination of a period of transformation – transformation into a software development company that provides the most competitive financial products and best customer service in the market.

Our vision for the future is both collective and aspirational in nature. Alongside our partners at Dedagroup, who made a majority investment in EPL in 2015, we’ve doubled down on our commitment to relentless innovation and focused intensely on creating the best customer experience through adherence to the three core tenets that drive and define us – Evolve. Perform. Lead. These tenets, which define our acronymic name, are easily witnessed through the consistent results we deliver to our customers.

After countless hours of exploration, organizational introspection and stakeholder participation, we decided it was finally time that our aesthetics aligned with the bold new course we have we have charted with Dedagroup – a course toward the realization of industry-leading technologies delivered alongside unrivaled customer service. The new EPL logo better reflects our company’s forward-looking vision and innovative aspirations, pursued constantly by a team devoted to developing viable, affordable and savvy software solutions that improve customer profitability and enhance the user experience.

Typography and Color Palette

The humble, yet confident typography and inherently approachable color palette pay homage to the first-class products and service EPL provides in a more modern, aesthetically pleasing manner.  

The Mark

The circular design of the mark points to the global perspective and resources brought to EPL by Dedagroup, while telling a deeper and more meaningful story. It is comprised of three elements that represent our three tenets – Evolve. Perform. Lead. – which are organized in a manner that empowers the viewer to visualize each individual letter of EPL within the circular mark itself.

The Payoff

The payoff – “A Dedagroup Company” – tells the world that we are fully integrated and aligned with our partner, and a member of the Dedagroup family of companies. It gives further credence to Dedagroup’s confidence in EPL as its first U.S. partner, and is a second nod to the global perspective and resources the partnership affords us.

So, what’s next? Well, our upward trajectory will continue. We will evolve in an ever-changing financial marketplace, catering to the changing needs of our credit union customers and providing the speed of access to financial information that members demand. Our robust software solutions will perform at the highest level in the marketplace, giving us a competitive edge over other core providers. Finally, we will lead our industry and set the standard for true innovation, customer service and employee satisfaction.

This is who we are. This is where we’re going. This is the new EPL.

EPL Staff

EPL, Inc. 

 

EPL’s May 2016 Product Advisory Team Meeting Recap

May was an exciting month at EPL, as we were thrilled to host our second Product Advisory Team (PAT) Meeting here in our hometown of Birmingham, Ala., at The Wynfrey Hotel on May 23—24, 2016. The biannual strategic meeting provides an avenue to connect more deeply with many of our credit union customers, discuss new developments within EPL’s “Connection Suite” of products and collaborate to identify collective top areas of focus for the upcoming year.

This customer-centric event is significant and meaningful to EPL, as we value our customers and their members’ experiences above all else—it is the core of our industry. We were very pleased with the turnout at the May meeting, with a larger number of credit unions participating than at our first PAT meeting in September 2015. The increased participation is more evidence that our customers know their voices are heard, and they value the opportunity to connect with us and other credit unions in this forum.

Not only is the PAT intended to be the direct voice of EPL’s customer base, but also is intended to empower growth, maximize revenue and improve members’ experiences at credit unions of all sizes. During the first day of meetings, we had the opportunity to discuss progress on initiatives laid out last fall, including general ledger enhancements, relationship pricing, in-house credit cards, proprietary lending services, e-communications, teller operations, online banking and other functionalities of our technology offering, such as security, client support and architecture.

On day two, we engaged collaboratively to hone in on top areas of focus, and will direct our attention toward additional capabilities for the general ledger, more choices and options in lending within i-POWER® and also via integrations, online banking enhancements, major additions to document management, user interface enhancements and advanced account research, including great ATM, debit card and electronic interaction enhancements.

We have recognized the critical need for more in-depth communication on industry issues, and need you—our subject matter experts—to share your institutional knowledge and experience with us during our smaller focus groups. Your insight is invaluable to the process, and plays such a vital role in helping us discover what is working well and what we need to improve upon. Customer insight is what allows us to continue to build a system that better accommodates evolving needs.

Our post-meeting feedback surveys showed that customers positively responded to the new format of the meeting, and we will continue to refine our approach in an effort to increase engagement and streamline various processes. One thing is for certain—we are convinced of the value created by our PAT meetings—not just for improving EPL’s technology offering, but also for building deeper relationships with our customer base as a whole.

At EPL, customer collaboration does not begin with or end at the PAT meeting. We invite you to continue to share your thoughts, concerns and ideas with our customer support team as we look toward our next PAT meeting in November 2016. Until then, we will work tirelessly to deliver on the issues that that matter most to our customers.

If you have questions about EPL’s PAT, please let us know on Twitter, Facebook or via email at rhiannon.stone@epl.net!

Rhiannon Stone

VP, solutions delivery

EPL, Inc.

Implementing an Internal Communications Strategy within your Credit Union

Oftentimes, companies don’t recognize the need for improving internal communications until it’s too late—when their employees are unhappy and their culture is suffering. If you do not have an internal communications strategy implemented within your credit union, you are already two steps behind. Did you know that ineffective internal communication leads to lost revenue, customer dissatisfaction, massive miscommunications and rapidly decreasing employee engagement and retention? According to Gallup’s State of the American Workplace report, 70 percent of employees are already not engaged.

Make it a priority

After digesting the above news, you probably just had a revelation—you are going to prioritize achieving great internal communication within your credit union, but unfortunately it’s not as easy as simply making an intentional decision to do better. Prior to establishing a new strategy, you need to accept that change could be inevitable and that these changes should be embraced by you and your fellow executives. Additionally, prior to implementation, it is necessary to gather information from your employees to develop a baseline. You can begin gathering the pertinent information by distributing short anonymous surveys to your employees, or by meeting with them in small groups or one-on-one to discuss their views and concerns regarding communication within your company.

Tailor your approach

Once you have established a baseline, you will need to discover which internal communications methods are the best fit for your credit union. All companies are not created equal and will have different needs and preferences. Hone in on improving horizontal communication by exploring tools that allow your employees to communicate most effectively and encourage collaborative, open conversations. If employees feel mass emails are clogging up their inboxes and leading to miscommunications, perhaps you should consider services like Slack or Google Hangouts. If your company’s Intranet is not being properly utilized, it may be time to consider discarding the service for something more appealing to your employees.

Appreciate your employees

Another important aspect of internal communication is to ensure your employees feel included and appreciated, as it increases their engagement, work ethic and loyalty. Intentional efforts ranging from something as simple as recognizing a celebratory day, such as a birthday or a noteworthy accomplishment, to focusing on improving the vertical communication between your executives and employees will have a noticeable effect. If your employees feel that there is not a sufficient amount of vertical communication, consider holding a weekly team meeting so that everyone feels in the loop and included.

Measure your success

The best way to discover appropriate internal communications tools for your company is to pick your employees’ brains for their suggestions—and once you select the most appropriate communication methods, be sure to set goals surrounding them in order to measure your success, or to learn you need to reroute. Use metrics such as Intranet logins, surveys, retention rates and sales changes to measure your internal communications success. It might take time to figure out what is right for your credit union, but we assure you, once you do—it’s worth it.

EPL Staff

EPL, Inc.

5 ways credit unions should engage with members on social media

Did you know that one in every five mobile minutes is spent on either Facebook or Instagram? With an average of 1.04 billion daily active users, these social platforms have the potential to be an outstanding marketing tool for your credit union. If used correctly, social media can engage your members in a customized way that will enhance their overall experience and increase their loyalty to your credit union. Here are five best practices for engaging with your credit union’s members on social media:

1. Utilize Facebook Messenger
Connect with your members – instantly. People, especially millennials, don’t want to wait for answers when using social platforms. They crave instantaneous responses and therefore tend to prefer their communication to be on social channels rather than in-person or over the phone. Credit unions can easily take advantage of this customer preference by utilizing Facebook Messenger. This platform allows members to privately direct message your credit union’s Facebook page with questions or information that one might not want to disclose on the public Facebook wall. It’s important to discourage your members from sending personal information such as social security numbers and account details through this platform, as Messenger isn’t completely secure. Setting up notifications and closely monitoring this channel will allow your credit union to respond to the questions in a timely manner and bolster member satisfaction.

 2. Interact and be responsive
Social media wasn’t developed to be a silent one-way street. Make sure your credit union is interacting with content that is posted on your page and answering all member inquiries.
Received a negative review or comment? Be proactive in establishing a company strategy for responding to negative comments and complaints. An aspect of this plan will be your response timeline – it is best to always respond within one business day, if possible. In addition, have your team craft specific language so multiple employees are able to properly respond to member comments while maintaining one cohesive brand voice.

3. Prove you’re a thought leader
One of the best ways for a credit union to establish itself as an industry leader is by pushing relevant content on its social channels. Whether it’s breaking news, trends or original content, engaging in relevant conversations about the credit union industry will demonstrate that your credit union is a thought leader. Has new technology been developed that will significantly impact the credit union industry? Write a blog about the possible effects to insert your credit union into the conversation, and then share the content across your social media channels. If done properly, your members will find significant value in your content and will in turn actively follow and engage with your channels.

4. Show your credit union’s company culture
While sharing industry news is one excellent way to engage with your members on social media, it’s equally important to showcase your company’s culture. Connect with your members on a deeper level and humanize your brand by thoughtfully highlighting employees, departments, awards and social events. Do you have an all-star member? Feature him or her on your social channels! Keep in mind that these posts are most appropriate on Twitter, Instagram and Facebook. Be sure to save LinkedIn for the industry insights and original content such as white papers, news articles and blogs.


5. Share member-generated content
Actively seek member engagement by running contests, asking for photos and posting questions on your social channels. Utilize your members’ creative ideas and opinions by simply asking for it; you can gain valuable insight from member feedback.
Once your credit union implements these best practices, monitor your channels and utilize social analytics to gauge your success and channel growth. Not getting the results you’d hoped? Vary your content and test new strategies. Remember that establishing a solid social strategy takes time, so be patient during your evaluation. If done well, your credit union will see higher engagement and increased member loyalty through your efforts.

Rhiannon Stone

VP, solutions delivery

EPL, Inc.