When a member asks “Why” in regards to a certain procedure or policy, does your frontline staff know the answer? Can they answer with confidence, certainty and a high level of professionalism?

Knowing the “How” without understanding the “Why” is only doing part of the job, and your frontline staff certainly has a big job to do! In addition to procedures, they also have to know your members, treat them like family, spot and stop a scam, be prepared to deal with the unexpected risks we encounter, cross sell, and sometimes have to deliver difficult news to the member. They have the biggest job of all, keeping member satisfaction high no matter what, so make sure they have all the knowledge and professional development they need to excel at their job.

Don’t delay, register your staff for this essential training today!

CUNA’s compliance team has released its annual Year in Review and Year in Review Checklist documenting compliance changes that took place during 2020. Federal agencies issued 39 new rules and amendments in 2020 directly in response to the pandemic.

The “CUNA Compliance Tools” section of the Compliance Community library has been updated with both the Year in Review and the Year in Review Checklist. CUNA has also prepared a comprehensive list of COVID-19 temporary provisions.

WBRT Federal Credit Union is mourning the loss of our recently appointed Board Chair, Arlean Tillman on January 8, 2021. She started volunteering on the Board of Directors in 2014 and served as Vice Chair of the Board from 2015-2020. She graciously accepted the Board Chair position after Mrs. Wilhemenia Decuir's death in November 2020 and was looking forward to leading the credit union.

Mrs. Tillman was a wonderful lady with a bright smile. She treated everybody with kindness and love. She loved working on projects to enhance the advancement of the credit union.

Our thoughts are with Mrs.Tillman's family, friends, and coworkers during this difficult time as we remember and celebrate her integrity and compassion.