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2016 CUNA Operations, Sales & Service Council Award Winners Announced; El Paso's GECU Wins for Branch Design
Friday, October 7, 2016 6:35 AM

The winners of the 2016 CUNA Operations, Sales & Service Council Awards were announced during a live ceremony at the council’s annual conference last week in Las Vegas. From the Cornerstone region, GECU in El Paso, Texas won in the Branch Design category for its "Setting a New Standard in Branch Transformation and Member Service" entry.

The Excellence in Operations, Sales & Service Awards recognize noteworthy achievements that demonstrate new, innovate solutions to common challenges in four categories. Awards each are presented in three asset-size groups, for a total of 12 possible awards.

The 2016 winners are:

  • Simplicity Credit Union, Marshfield, Wis., won in the Branch Design category (assets $150-$500 million) for its “Simplicity Branch Design” entry. Simplicity has simplified its members’ financial lives through the redesign of their its office branch. The fresh look incorporates technology to offer self-service options to members in an open environment. Since the redesign, Simplicity has seen improvement in its return on assets and its efficiency ratio.
  • GECU in El Paso, Texas, won in the Branch Design category (assets of more than $500 million) for its “Setting a New Standard in Branch Transformation and Member Service” entry. GECU is driving member growth with a branch design concept that is tailored to fit its surrounding neighborhood. This branch model has a smaller footprint, high-tech design and lower staff requirement. This allows GECU to reach underserved neighborhoods in a lower cost approach without sacrificing service and sales.
  • Service Credit Union, Portsmouth, N.H., won in the Contact Center/E-Support Operations category (assets of more than $500 million) for its “Global Contact Center” entry. Service Credit Union was able handle a 50% increase in call volume due to an outdated interactive voice response (IVR) system and still achieve a high service level. The credit union identified the most common IVR transactions and implemented features in its phone system which offered these common transactions while callers were on hold for their contact center.
  • Heritage Federal Credit Union, Newburgh, Ind., won in the Miscellaneous category (assets of more than $500 million) for its “Loans on the GO! Mobile App” entry. Heritage worked with its mobile provider to create a custom mobile lending solution. The design focused on the mobile member perspective, as opposed to a processing perspective, to enhance the member experience. Through this new channel, Heritage has been able to generate over $700,000 in loans in six months from their mobile membership.
  • Members Choice Credit Union, Ashland, Ky., won in the Sales and Service Management category (assets $150 to $500 million) for its “Excellence in Service through the Customer Care Chain” entry. Members Choice was able to exceed both its membership and asset growth goal by implementing its Customer Care Chain. The program was implemented during a downturn in their local economy and created growth despite major layoffs by large employers.
  • Dupaco Community Credit Union, Dubuque, Iowa, won in the Sales and Service Management category (assets of more than $500 million) for its “Building a Successful Sales Culture” entry. Dupaco Community Credit Union created a training program to assimilate employees from a merger into their culture. The initiative focused on onboarding employees and was so successful it became a requirement for all new employees. Employees have been able to drive an increase in services per member, increase the percentage of members with checking and decrease the percentage of single service households.