Client Voices: The Playbook So Far

Client Voices: The Playbook So Far

Client Voices summarizes lessons from credit union CEOs and advisors on member-first modernization, data-driven risk management, Gen Z engagement, and auto finance discipline. Includes actionable steps for boards, lending, collections, and vendor alignment. Explore the full season via the embedded player.

 

Four candid conversations. Dozens of on-the-ground lessons. One shared goal: keep the member at the center while navigating a tougher, faster market. The first season of Client Voices brought together credit union CEOs and Allied advisors to compare notes on weathering financial storms, modernizing without losing the mission, engaging Generation Z, and managing auto finance risk. You’ll hear from leaders at Power Financial Credit Union, GTE Financial, iThink Financial, Members First Credit Union, Everwise Credit Union, Fort Financial Credit Union, TwinStar Credit Union, California Credit Union, and Allied Solutions.

 

What’s bubbling to the top
  • Member-first modernization. Roadmaps that start with real friction points, not features, create measurable wins. Pilots with clear success metrics beat big-bang rollouts; integrate what works and retire what doesn’t.
  • Data-driven triage. Leading indicators (skips, first-payment defaults, digital behavior) help segment members, prioritize outreach, and shorten time-to-resolution.
  • Vendor alignment is leverage. Fewer, better-connected partners with SLAs and tight feedback loops outperform tool sprawl and one-off fixes.
  • Transparent governance. Boards want early reads and “if/then” scenarios. Bring leading indicators, loss curves, and contingency plans to every update.
  • Compassion with controls. Early, empathetic outreach, plus structured hardship paths, preserve relationships and portfolio health.
  • Portfolio discipline in auto. Refresh loss assumptions frequently, watch LTV and term creep, and coordinate lending, collections, repo, and remarketing end-to-end.

 

Signals to watch next
  • Credit cycle pressure. Where delinquencies plateau, or don’t, and how capacity constraints in repossession and remarketing affect recoveries.
  • Used-vehicle normalization. Price softening, negative equity risk, and the impact on advance rates and pricing.
  • Self-service adoption. Track member uptake of digital channels versus call-center volume, especially with Gen Z expectations for “flawless and effortless.”
  • Regulatory heat. Continued scrutiny around add-on products, collections practices, disclosures, and data usage — tighten controls before exams do.

 

Moves you can steal this quarter
  • Run a 30-day micro-pilot on one member pain point; define success up front and decide to scale or shut down.
  • Stand up a weekly risk huddle with lending, collections, and vendor reps; track days-to-resolution like a KPI.
  • Map the Gen Z journey from discovery to first product; remove one click, one form field, and one handoff.
  • Create a one-page board brief with three leading indicators, one decision, and one risk scenario.
  • Consolidate vendors where duplicate functionality exists; use integration depth and measurable outcomes as the deciding criteria.
  • Name internal champions for any new tool; require a training plan and 30/60/90-day adoption targets.

 

Explore the full season in the player above, and stay tuned for more Client Voices conversations ahead.