SEATTLE, Wash. -- A pioneering effort to push CUs to become innovative in product and service delivery has had its successes, and also uncovered lots of unforeseen situations.
For instance, at one credit union that did away with all of the counter slips in its lobby, management thought the primary issues would be technical in nature.
What hadn't been anticipated, noted Jim Morrell, VP-support services and CIO at iQ Credit Union in Vancouver, Wash., was that the member would now be standing longer at the teller station, meaning the teller needed to have a conversation with the member. That required training, he said.
In remarks before a group …
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