Credit Union Shared Branching to be Re-Branded
The most recognized credit union consumer brand name will now be applied to the industry's shared branching network. CU Service Centers and its "swirl" logo and signage at participating credit unions will be replaced by CO-OP Shared Branch in a two-year rebranding process. Migration to the new logo will be done in a phased approach for the benefit of current shared branch users, as well as participating credit unions and state networks.
"With all the positive attention credit unions are getting in the media, the timing of this change seemed especially right," said Craig Beach, President/COO of CUSC, and Sarah Canepa Bang, President/COO of FSCC and Chief Strategy Officer of CO-OP Shared Branching, in a joint statement. "Leveraging CO-OP's already strong brand recognition will help credit unions educate their members about the credit union difference, not to mention shared branching!"
CO-OP Financial Services is making a slight revision to the ATM brand as well, rebranding to CO-OP ATM, to ensure that the ATM and shared branch networks present the same look and feel to consumers.
"We are changing the consumer-facing signage of CO-OP Network to CO-OP ATM because we want to make it even easier for members and consumers to identify exactly what they need," said Hollen. "So, now credit unions can present the two best known consumer services side-by-side in an industry brand that is consistent and communicates clearly what we offer."
Your credit union will be receiving a launch kit in mid-July that will provide you with everything needed to start using the new logo effective Tuesday, August 13, 2013. At that time we encourage your credit union to add the new window cling beside your existing one to help transition to the new logo. Your credit union will also receive electronic versions of the new logo to use on your website, newsletter articles, and wherever your credit union currently promotes shared branching. PaCUSC will also be offering consumer educational material to help educate your members; so stay tuned for more information on these items.
Training Tip: Choosing the Correct Issuer Name
CO-OP Shared Branching acquirer institutions are responsible for handling guest member transactions which requires authentication by the teller, including verifying the guest members’ photo ID, home credit union name, and their account number at their home credit union.
With over 1,700 credit unions participating in the CO-OP Shared Branching network, many credit unions may have the same or similar names. It is important for credit union staff to ensure that the correct credit union is being selected in these cases. We recommend in an instance when two or more credit union names appear when a teller is performing a shared branching transaction that the teller verifies with the member the state their home credit union resides in to ensure accuracy when completing the transaction.
CO-OP Shared Branching Mystery Shopper Updated
Beginning in May 2013, CO-OP Shared Branching resumed their annual mystery shop program. While changes to the form have been made, the company used has not changed; we will continue to use DSG Associates, Inc. They have made changes to the form to combine some of the items which were previously shopped at FSCC locations with what CO-OP Shared Branching was using. With the changes comes a new form that shoppers have begun to use during their visits. A sample of the new form is here
for your reference.
Outlet credit union locations are shopped at least once every two years but some will be randomly selected to receive more visits. This means more secrecy has been added to the program by overlapping 30% of the current year shopped branches to the list of branches to be shopped the following year, giving the program more validity and meaning.
With the new form they will now look for the CU Service Centers Member Fee Schedule, question 7. Was there a CU Service Centers Member Fee Schedule posted? This is a requirement in the policies and procedures on page 38 under the listing of the various ancillary services that your credit union could sell to shared branching members.
As always, your credit union can dispute items on the shopper form within the time frame outlined in the e-mail. DSG takes every inquiry/dispute seriously, treats each initiator with respect, and researches each case carefully. In all cases and throughout its processes, the DSG goal is the accuracy of the information in the report, rather than with the scoring per se. The DSG goal is to protect the integrity of the program by focusing on the correctness of the shopper procedures, the accuracy of the reports, and the comparable application of standards.
The Mystery Shopper section of your Reference Manual is in the process of being updated and once this occurs it will be distributed.
Pennsylvania Credit Union Service Centers, Inc. wins Member Service Award
CO-OP Shared Branching announced that Pennsylvania Credit Union Service Centers, Inc. (PaCUSC) received their “Exceptional Member Service Award” for receiving the highest Mystery Shopper scores during 2012. CO-OP regularly conducts “mystery shopping” visits among shared branches and scores them on factors such as level of service and appearance.
“This award is really a tribute to the service provided by Pennsylvania and Delaware’s shared branches,” according to PaCUSC State Coordinator Sandy Shenk. “Shared branching is in all fifty states, and garnering the highest average score in the country is quite an honor for our participating credit unions.”
CO-OP Mobile Clients: Renew your Apple Developer Account Annually!
All CO-OP Mobile Clients should be aware that it is necessary to renew their Apple Developer Account each year in order to continue to offer their mobile banking application to members. Paying the annual renewal fee of $100 to Apple will ensure the availability of your application in the App Store.
Please visit the App Store to verify if your credit union’s application is available for download. If your application does not appear, please contact Apple Developer Support at firstname.lastname@example.org
to get the issue resolved.
CO-OP Financial Services Announces New iPad App for CO-OP Mobile
CO-OP Financial Services has announced a new iPad App for CO-OP Mobile enabling iPad tablet users to connect to their personal account status and history, as well as credit union hosted web pages for information on rates or services.
"The iPad App for CO-OP Mobile is another indicator that mobile banking is a key to competing successfully in the future," said Stan Hollen, President/CEO, CO-OP Financial Services. "This application gives credit union members access that they expect and offers credit unions a way to customize and differentiate their services from competitors."
By adding the iPad App for CO-OP Mobile, credit union members now have account access via one of the most popular tablet channels for mobile banking. The iPad is the most widely used tablet in the market according to a recent study by Pew Research Center. Ownership has increased from 5 percent of American adults to about 20 percent in the past two years. When users are categorized by households that earn $75,000 or more per year, that figure increases to 47 percent.
A wide variety of financial services via the iPad app are easily accessible to credit union members using CO-OP Mobile. iPad access includes account balances and cash flow charts that summarize debit and credit activity, account history, transfers, and GPS-enabled access to CO-OP Network ATM or CO-OP Shared Branching locations. In addition, the app enables each credit union to customize member access to their own hosted web pages for loan/account opening services, rates and promotions, or social media sites such as Twitter, Facebook, LinkedIn and YouTube.
The new iPad App for CO-OP Mobile adds to the product line's full range of mobile banking solutions, which also includes iPhone and Android applications; and CO-OP My Deposit Mobile for iPhone/Androids, Mobile Web and Text Banking.
The iPad App for CO-OP Mobile is available immediately to credit unions already participating in CO-OP Mobile. For more information, contact Sandy Shenk.