Friday, I took a road trip to meet with one of our credit union partners. Though I’m sure they wouldn’t mind their name being used, let’s say it was “Awesomesauce CU” in the Central Florida region. The goals of the meeting were simple: Get to know the staff face-to-face, learn about how our solutions were going for them, and brainstorm ways we could make all processes simpler and more effective.
So what did they want?
The CEO wished for access to more benchmarks, guiding their initiatives with respect to other average and best performers within the industry. Makes complete sense, and is already underway. The CLO wanted more processes in place to ensure members 1) get pre-approved for loans and 2) book those loans with the credit union. Agreed, because that’s the whole point of the game! The Loan Call Center Supervisor wanted less work and more results, or, in her words, “It don’t gotta be that hard.” It sure doesn’t.
At the outset, the staff all made clear they supported the program and wanted to see it succeed, but had concerns about initial hiccups along the way. That’s normal, we explained, as our partners have the most issues in the first three months following implementation, then they find a rhythm which works well for them. But that doesn’t make struggles ok! What can we do to minimize those launch challenges?
We had an all-hands meeting scheduled to run for an hour. Two and a half hours later, everyone was satisfied with the ideas generated. Thus begins the process of seeing what can be implemented and how. But first, lunch. Three of the staff were able to join us for a meal filled with everything but business. That’s not to say these CU staff didn’t care about their work!
Between our three lunch companions, there was nearly 100 years of experience at this one credit union. Looking back at our board room meeting, if you weren’t with the CU for over 20 years, you were a newbie.
After a too-large lunch combined with stories of travel, motorcycles, and families, we returned to the branch to get cracking. When a successful initiative means your staff is overwhelmed, it’s time for some better processes. I listened as the credit union’s point person moved step-by-step through their daily effort. “That’s way more work than we intended,” I thought as she finished. However, our company doesn’t have access to the LOS or internal member lookup system for each credit union (and given the security needed, we don’t want it). As a result, it’s difficult for us to know what is involved to move, view, or edit data within their system. We made some suggestions on reducing steps and explained how other credit unions have found their stride, with an eye on making everything just take less time. I relished the opportunity to learn how it all “goes down” in a working environment.
They requested process improvements for our side as well, and those are now being organized and sent to the appropriate parties for consideration. If we can do them today, it’ll happen. For things that take some corporate cooperation, we’ve begun that endeavor.
We had 2 hours of interaction time scheduled with their team. Over 4 hours in, we were still sharing ideas and seeking to overcome challenges. When we arrived, we were vendor partners there to streamline the system and answer questions. That evening, we left as friends. And I found a fellow Whovian!
As partner meetings continue to be more common, I’d like to devote some time sharing those experiences on this blog. Since we learn the most when everyone’s participating, I welcome your comments when you see something that resonates, or is completely different from how you’re always done it. Without the “Credit Union”, this blog would just be a geek rambling. Thanks for reading, sharing, and contributing!
Image credit: http://www.zedonbusiness.com/wp-content/uploads/2014/07/Business-Partnership.jpg