In this issue:

Your Credit Union Can be a Tax Reform Expert

4 Tips for Unleashing Your Credit Union’s Best Kept Secret

Travel Together

CO-OP Announces First Think 19 Conference Speakers: Seth Godin and Chef Jose Andres

Employees Place High Value on Retirement Planning Tools, Financial Wellness

Savings on the Latest Samsung Devices From Sprint

Want to Deliver Excellent Service? Offer an Excellent Service!

CO-OP Financial Services Donates $10,000 to Hurricane Michael Relief

Trellance Acquires Ironsafe, CUSO Plans to Drive Growth to Credit Unions with Data Analytics

Upcoming Webinars

Your Credit Union Can be a Tax Reform Expert

The TurboTax information hub is now live, with member-focused tax reform articles, an email and an infographic.

In the Hub, you'll find content for your members that focus on all things tax-related. Your credit union can use these materials for inbound marketing, deeper member engagement and to educate your members on tax reform changes. 

Click here to access the materials.

Plus: All of the materials are pre-programmed to link to your credit unions co-branded microsite!

Be sure to check back often - new materials will continue to become available.

Marketing the TurboTax program early and consistently is key for the success of the program. Don't miss out on providing your 

Not enrolled in TurboTax? 
Click here to enroll now.members with expert tax reform information and savings of up to $15 on TurboTax!

For questions on how to market the TurboTax program, please contact Client Support at [email protected].




4 Tips for Unleashing Your Credit Union’s Best Kept Secret

Very few credit union members even know their credit union offers advice that can help them achieve financial security. We see surveys where an overwhelming number of people say, ‘Hey, if my credit union offered this, I would be very open to talking with them.’

Can you guess what service these members are talking about?

You might be surprised to learn its Retirement and Investment Services (some may use the term Wealth Management or other similar terms).

We know 43 percent of credit union members have investable assets over $100,000, or cash plus long-term investments, excluding their home; however, only 2 percent of members use their credit union’s investment services.1 These members are often older and have accumulated more assets than the typical credit union member.

However, credit unions must make financial advice a core offering – not just something that is mentioned to a member if they ask for it – if they are to meet all members’ needs for wealth management services.

Most members typically have similar financial needs across their financial lives: cash management; credit and loans; asset accumulation, future income generation, insurance, and leaving a legacy for future generations.  CUNA Brokerage Services, Inc. (CBSI) works with credit unions to address their members’ financial needs for their retirement years through a blueprint for success. This foundational framework helps credit unions unlock their best kept secret by: 

  1. Being visible on the website. Most people today, especially Millennials, do their banking online. Therefore, members can be a captive audience for marketing of financial services. If they’re already online and can better understand the expanded services offered to them, they could be much more likely to set up an appointment and get much-needed advice.
  2. Educating and engaging members on an on-going basis. It usually takes several touches for a member to walk into a branch and say, “I want to talk with a financial advisor.” The old marketing adage says it takes seven touches, and for some media, it’s even more. Traditional media is beneficial as is preparing credit union team members to proactively talk about the investment program. In addition, social media can be a huge help in connecting with your credit union’s members. By meeting members where they are, whether that’s via direct mail or LinkedIn posts, you can help members better understand their needs and reach that optimal level of awareness. 
  3. Building, developing and optimizing Advisor teams. A trusted relationship between a member, their credit union and their financial advisor is a powerful combination.  Members want to know who they can connect with. By creating a team of senior and associate advisors, relationships can be bridged, over the long-run or even during a short-term vacation. As credit unions build their advisor groups, they should look to the present – and the future – to ensure long-lasting member relationships.
  4. Using technology. Technology moves at an exponential level and keeping up with it can be challenging. However, using technology to capture data analytics can be a powerful tool in assessing what members are most interested in, or worried about. Utilizing services, such as AdvantEdge Analytics, can help you pinpoint what your members are currently interested in. With this knowledge, you can provide exactly what members need, and make sure they know it’s available to them.

Ultimately, by establishing Wealth Management services as a core offering, credit unions can build long-lasting relationships with members across their financial life cycles, while bolstering their bottom line. 

To learn more about promoting your credit union’s wealth management offerings visit:


  1. The Credit Union Times, “Credit Unions Take Steps to Build Member Wealth,” April 20, 2018.
  2. Kruse Control, Inc., “Rule of 7: How Social Media Crushes Old School Marketing,” March 29, 2018.



Travel Together

CUMONEY® Visa® TravelMoney: The Single Card with a World of Benefits.       

CUMONEY® Visa TravelMoney® instant issue reloadable prepaid cards help your credit union expand its services to members as they travel worldwide. All TravelMoney card designs include EMV to help protect your members’ personal information.

Member Benefits

  • A convenient alternative to traveler’s checks
  • Cards widely accepted worldwide
  • Peace of mind while traveling
  • Visa, STAR and Plus Network
  • Mobile App
  • Additional travel benefits available

Credit Union Benefits with LSC

  • Instant issue
  • Added security with EMV chip cards
  • Industry-leading fraud prevention services protect members and reduce fraud losses
  • Offer you members easy fund management with the CUMONEY Mobile App
  • East start up
  • Visa’s Zero-Liability Coverage applies
  • Complimentary marketing materials

For more information, call (800) 942-7124 or email [email protected] or contact Laura Parrish at [email protected].



CO-OP Announces First Think 19 Conference Speakers: Seth Godin and Chef Jose Andres

Early Bird Pricing, $1,000 Off Full-Price, Good Through October 31 at 

CO-OP Financial Services is announcing two powerhouse keynote speakers to headline the THINK 19 conference. Seth Godin, best-selling author, entrepreneur and thought leader, will join acclaimed Chef Jose Andres, whose New York Times best-seller, “We Fed an Island: The True Story of Rebuilding Puerto Rico, One Meal at a Time,” is receiving high praise from the public and critics. 

Seth Godin is the author of 18 worldwide best-sellers, including “What to Do When it’s Your Turn” (and it’s Always Your Turn)” (2014) and “Linchpin” (2011). Godin is founder of the altMBA and The Marketing Seminar, online workshops that have transformed the work of thousands. He writes about the post-industrial revolution, the way ideas spread, marketing, quitting, leadership and, most of all, changing everything. In addition to writing and speaking, Godin has founded several companies, including Internet-based direct marketer Yoyodyne and content publishing platform Squidoo. His blog (which can be found by typing “seth” into Google) is one of the most popular in the world. In 2018, he was inducted into the Marketing Hall of Fame.  

Jose Andres is an internationally recognized culinary innovator, author, educator, television personality, humanitarian and chef/owner of ThinkFoodGroup. He has twice been named one of Time’s “100 Most Influential People” and has been awarded “Outstanding Chef” and "Humanitarian of the Year" by the James Beard Foundation. A pioneer of Spanish tapas in the United States, he is also known for ground-breaking, avant-garde cuisine and an award-winning group of restaurants in the U.S., Mexico City and the Bahamas. Andres is an advocate of food and hunger issues and champions the role of chefs in the national debate on food policy. His book, “We Fed an Island,” chronicles his work advocating for and feeding the people of Puerto Rico after last year’s devastating hurricanes. 

Godin and Andres will deliver on THINK 19’s content goals, which are to explore the way in which credit unions can seek out, identify and leverage every opportunity to meet members’ needs and meet higher expectations. 

“The THINK conference is the foremost thought leadership and innovation event for the credit union industry,” said Samantha Paxson, Chief Experience Officer for CO-OP. “During THINK 19, we will be providing an opportunity for credit union employees to learn how to digitally transform their institutions at every level, as well as implement continuous change in even the smallest actions to ensure future success.” 

Now through October 31, credit unions can take advantage of early-bird pricing, with registration available at $999. This figure is 50 percent – exactly $1,000 – off the full registration fee of $1,999. THINK 19 will be held May 6-9, 2019, at the Lowes Miami Beach Hotel. Online registration is available at   

Now in its 12th year, THINK is a year-round platform for credit union collaboration, innovation and evolution. Visit to access the wide variety of learning opportunities, including THINK Review magazine, THINK blog, videos from THINK conferences and a library of leading business and innovation book reviews. 

For more information on THINK, visit at



Employees Place High Value on Retirement Planning Tools, Financial Wellness 

When ranking their interest in retirement education components, employee plan participants surveyed by CUNA Mutual Retirement Solutions indicated they were most interested in financial wellness topics and a desire to better understand retirement planning tools and resources available to them. 

The 2018 Retirement Education Preferences Survey was conducted to provide plan sponsors insight into what retirement topics plan participants are most interested in, what educational resources they want to help guide them to financial security in their retired years, and how well they understand their retirement plans. 

“The survey is all about supporting retirement plan participants in their personal journeys toward long-term financial security,” said Jennifer Norr, CUNA Mutual Group vice president of Consumer Experience Marketing. “The more we understand what matters to our participants, the better we can help them remove savings obstacles and build a strong foundation for their lives today and throughout retirement.” 

Plan participants were asked to rank their interest in various financial and retirement education planning areas including; understanding tools and resources; smart retirement savings practices; basic investment principles; budgeting and managing debt; advanced investment principles; and preparing to transition to retirement. Sponsors representing 321 retirement plans administered on the CUNA Mutual Retirement Solutions’ BenefitsForYou website shared the survey with their employees. 

Overall, the 9,200 participants who responded were most interested in understanding the tools and resources available to help them. This was ranked as the top area of interest 25 percent of the time. It might indicate employees are interested in maximizing their returns and learning how their plan can help them prepare for retirement, but they are not certain they have all the information they need. 

A secondary theme emerged as participants expressed a strong interest in basic financial wellness topics. This may indicate participants are facing challenges that impact their ability to increase their overall and retirement savings.

For additional insights, visit The survey eBook and a participant infographic are available to be downloaded.



Savings on the Latest Samsung Devices From Sprint 

Sprint has an exclusive new deal for your members! For a limited time, they can lease a Samsung Galaxy S9 for just $15 per month – a savings of over $300. Or, they can choose a Samsung Galaxy S9+ for just $18 a month*. Plus, they get it all on a network built for Unlimited. 

A flyer to promote these offers is available in the Partner Center under "Sprint Promotions"

This offer can be combined with the Sprint Credit Union Member Cash Rewards program

  • $100 Cash Reward for each new line activated, up to 3 lines**
  • $50 Cash Reward for lines transferred into the program, up to 3 lines**
  • $50 Loyalty Cash Reward every year for each line activated or transferred, up to 3 lines**
  • The offer also includes the BEST Unlimited Plan with Hulu, and 25% off eligible accessories in Sprint stores. 

Bring more value to your members by encouraging them to take advantage of these great device offers from Sprint today! 

*Galaxy S9 $15/mo. after $18/mo. credit, Galaxy S9+ $18/mo. after $20.00/mo. credit, applied within two bills. With approved credit, 18-month lease, new line of service. If you cancel early, remaining balance due.

**3 lines total, includes all activated and transferred lines. 



Want to Deliver Excellent Service? Offer an Excellent Service! 

Ask any credit union about its mission and it will likely include “service-centric” or some variation of the idea. It’s something all smart institutions strive for. But excellent service doesn’t happen in a silo or start and end with tellers. It’s an all-encompassing idea that should be at the forefront of every decision and every offering. 

Yet some financial institutions forget this part of their mission when it comes to providing a solution for overdrafts. Some overdraft programs – defined by data-driven algorithms that calculate unique and ever-changing limits for each account holder – seem designed to fail important service expectations. By contrast, fully disclosed overdraft programs with static limits offer a simple solution that empowers account holders to make informed financial decisions. 

Let’s compare how each method of overdraft protection delivers on serving an account holder’s best interest. 

Overdraft Limits

With a data-driven overdraft solution, limits vary for each account holder based on factors like average daily balance, direct deposits, etc. These limits change as the data changes. So how can your account holders ever know how much they could overdraft? Unfortunately, they can’t. “Data-driven” feels safe to some institutions, and provides the feeling of having control, but it comes at the expense of providing first-rate service. 

In a fully disclosed overdraft program, the limit is the same for everyone, all the time. Predictable, steady and reliable — all things that account holders appreciate, and count on. 

Ability to Repay

While there’s an argument to be made that individuals with higher balances may be less risky overdraft users and therefore deserve a higher overdraft limit, this makes too many assumptions. Your account holders could have accounts elsewhere, have varying degrees of liabilities, or any number of other scenarios. The ability to repay is based on a lending process to determine credit worthiness. We can’t know everyone’s financial story from one account snapshot, so from a service standpoint it only seems fair to treat all account holders equally.  

Moreover, overdrafts are not subject to Truth in Lending regulations, so care should be taken to avoid the appearance of a credit product. 


Overdraft programs without an established limit by their very nature cannot be fully disclosed — no limit can be stated at the beginning because it frequently changes. 

Fully disclosed overdraft programs require account holders to opt in before ever using them. Being transparent upfront gives individuals the power to make an informed decision about whether to use the service or not. 

Employee Understanding

Ever try to explain something you don’t fully understand? How about trying to do so to an upset account holder who keeps getting more confused by what you’re saying? It’s not fun, and it is bad for morale. Data-driven overdraft solutions are designed to be unexplainable in simple terms — they’re highly technical, with ever-changing limits based on information a person may be uncomfortable being judged on. 

For a more service-centric option, an overdraft program with simple rules that can be explained to an individual easily and concisely fits the bill. Employees will remain poised and confident during inquiries. Bottom line: You can’t offer great service if you can’t even explain your service to the people who use it. 

Account Holder Understanding

If your employees can’t explain your service, how is an account holder ever supposed to understand it? 

Do you want your account holder leaving confused, frustrated and suspicious? Or do you want them to feel empowered, grateful and satisfied – which will lead to trust, loyalty and advocacy of your institution to others. 

The solution is clear:  If you want to offer excellent account holder service, offer an excellent service to your account holders. Fully disclosed overdraft protection programs line up with service-centric missions. And, if all else fails, use this litmus test: If I had limited funds available and needed to use an overdraft program, which type would I rather rely on? 

For more information on implementing a service-focused, fully disclosed overdraft solution with a 100 percent written compliance guarantee, contact your local JMFA representative.



CO-OP Financial Services Donates $10,000 to Hurricane Michael Relief

Donation Comes in Addition to $10,000 Given Last Month for Hurricane Florence Relief 

CO-OP Financial Services is donating $10,000 to CUAid, organized to help credit unions and their members in the areas impacted by Hurricane Michael. The donation by CO-OP comes on the heels of $10,000 donated last month to address emergency relief in the wake of Hurricane Florence.

“Hurricane Michael is the most powerful storm on record to hit the Florida Panhandle, so we are again contributing to CUAid for the second month in a row to support the people of the southeast,” said Todd Clark, President/CEO for CO-OP. “As we always do in time of emergency, we have been contacting clients in the impacted areas to assess needs and determine where we can help. This is in addition making sure members know how to access accounts through the CO-OP Shared Branch and CO-OP ATM networks should they be displaced by the storm.” 

CUAid is an online disaster relief system organized by the National Credit Union Foundation. Money raised is for credit union employees, volunteers and members affected by the powerful storm.  To donate, CUAid can be found at  




Trellance Acquires Ironsafe, CUSO Plans to Drive Growth to Credit Unions with Data Analytics 

Trellance, the Tampa-based CUSO that is on a mission to deliver end-to-end products and services to realize growth and profitability for credit unions, announced its acquisition of IronSafe, an Illinois-based software company that offers data analytics. President & CEO of Trellance, Tom Davis, said, “We recognize the importance of data analytics in providing insights to drive results today and into the future. With this acquisition, Trellance will give credit unions access to an integral resource to navigate the financial landscape. We will put the power in their hands to unlock data that was not available to them.” 

IronSafe offers data analytics with a unique extraction capability to its customers and some of its functionalities are already in  use by over 2,300 credit unions. Trellance will benefit from the expertise of the IronSafe staff and powerful dashboards that will help credit unions to integrate data from different sources and arm them with insights that will enhance how they serve their members. 

The CUSO plans to leverage the data analytics capabilities of IronSafe’s proprietary platform and the expertise of the staff in its existing suite of products and services. “We see the benefits of this acquisition as two-fold”, said Bill Lehman, SVP of Managed Services at Trellance. “The Trellance team will become more effective to credit unions in our consultations as we use data to drive our conversations; and our credit union members will also have access to meaningful data to help them work smarter and more efficient in executing targeted initiatives to realize growth across their entire organizations”, added Lehman.



To register for any of these webinars, please go to

Recognizing Performance

11/6/2018 12:00 PM (CT)
When employees know and use their strengths, they're more engaged and have higher performance. Increase employee performance through the use of targeted recognition strategies.
Lending Resource Center/Live Events

Performance Coaching

11/8/2018 12:00 PM (CT)
Ever wonder why your employees are performing below expectations? Analyze the situation to close the performance gap and identify solutions to positively impact behavior.
Lending Resource Center/Live Events 

Member Focused Conversations: Guide with Confidence, Part 1

11/13/2018 10:00 AM & 2:00 PM (CT)
Members are looking for someone to provide them financial guidance. Even if your members are doing well right now, the unexpected can have an immediate impact on their financial well-being. Part 1 focuses on helping your member feel the impact through a Money Game as they make difficult decisions during an already tough time.
Lending Resource Center/Live Events 

Member Focused Conversations: Guide with Confidence, Part 2

11/14/2018 10:00 AM & 2:00 PM (CT)
Go the extra mile. Part 2 focuses on using consultative questions and a consistent process to provide your members with personalized solutions. Be committed to being your members' trusted financial consultant. If you don't take the opportunity to guide your members, they will look elsewhere for the guidance they need.*
Lending Resource Center/Live Events 

Things You Can Do to Get Sued

11/14/2018 10:00 AM (CT)
Lawsuits related to retaliation and other employment practices charges are increasing. You need a clear, written employment practices policy; training to ensure managers and employees follow it; and a safe pathway for employees to file complaints when the policy is violated. During this session, we’ll share trends that can minimize the likelihood and impact of costly employee-related lawsuits.
Protection Resource Center Webinars & Education 

Member Focused Conversations: Guide with Confidence, Part 3

11/15/2018 10:00 AM & 2:00 PM (CT)
Part 3 builds on what you learned about a member focused conversation and takes it to a new level. You won't simply present benefits, you'll personalize them, helping your members to see the value and why payment protection is so important. . .to them!. Go the extra mile.*
Lending Resource Center/Live Events 

Addressing Concerns: Close the Case

11/29/2018 10:00 AM (CT)
What if the member asks a question or raises a concern? Don't let this question stop you any longer from educating your members on payment protection. Confidently address four common member questions and concerns related to payment protection.*
Lending Resource Center/Live Events