PSCU - Credit Union Tracker - April 2022 - Discover how CUs can retain member satisfaction by balancing digital and in-person services

Personalization Through Digitization Has Become Credit Unions Strategic Focus

Credit Union Tracker® – April 2022

In-person branch transactions have dropped in recent years, meaning that credit unions that do not innovate have fewer opportunities to take advantage of their longest-held strength: personalized service. In the “Credit Union Tracker,” a PYMNTS and PSCU collaboration, TruMark Financial Credit Union’s Elizabeth Kaspernexplains how the CU uses voice-of-the-member surveys, FinTech vendor partnerships and virtual onboarding services to help meet the individualized experiences members expect.

Inside the April Tracker

  • An interview with Elizabeth Kaspern, senior vice president, chief retail and member services officer for TruMark Financial Credit Union, about the tools the CU is using to increase member engagement
  • Recent credit union headlines, including what the passage of the Credit Union Governance Modernization Act means for CUs across the country — including enhanced safety features, increased funding and new regulations to be aware of
  • PYMNTS Intelligence examining how credit unions are fighting to improve member satisfaction through improved technology

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