Trust for Credit Unions

Back-to-Back Conversion Projects for CUSO Call Center

November has been a busy month for the Xtension Call Center at Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO. Over the past several weeks its agents have supported back-to-back core data processing conversions by answering inbound member service calls for Oshkosh, Wisconsin-based CitizensFirst Credit Union (47K members; $582M in assets) and Danville, Virginia-based Piedmont Credit Union (7.9K members; $53.6M is assets). Both credit unions converted to the CU*BASE®, the core data processing suite from CU*Answers, Inc.

“Although our call center team is no stranger to core data processing support projects, we realize that for many of our new credit union partners this is their first time,” notes Luis Bedevia, Manager of Xtend’s Xtension Contact Center. “We work closely with both the credit union and the CUSO conversion teams well in advance of the cutover to ensure that the technical and workflow processes are in place to help offload the front-line member support teams effectively. Our team realizes that a core system transition is a stressful time for the members and credit union staff, so helping take some of that pressure off is something that motivates us.”

Bedevia also commended the conversion teams from its CUSO partners, CU*Answers and CU*South, for their management off the CitizensFirst and Piedmont conversions respectively.

CUSO Prepares for Busy Holiday Season

Typically, Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO, has a lot of credit unions take advantage of its stand-in back office support, and this year is shaping up to be another busy holiday season. Xtend offers this service to all credit unions that utilize the CU*BASE® core data processing system implemented by fellow CUSO CU*Answers and its two affiliated cuasterisk.com partners CU*Northwest and CU*South.

“Each fall we remind our credit union partners that our team can help cover the workload during the busy November and December holiday season,” said Diane Kilgore, Manager of the CUSO’s SRS Bookkeeping business unit, “and we have already received a higher than normal response rate.  We anticipated that we would have a large demand based on all three major holidays falling on a Thursday and the fact that we have nearly twenty more credit unions on CU*BASE than we did a year ago.  But this season is shaping up to be busier than expected.”

Xtend President Scott Collins noted, “Our credit unions have come to understand that we have their back for short-term back office needs, and our SRS Team is excited to help out where we can.  Fridays should be hopping for the next six weeks.”

Significant Growth for Compliance Monitoring Service

Over the past year, Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO, experienced a continued high demand for its compliance monitoring services.  Since January of 2014, Xtend’s AuditLink support business unit saw its client base increase by more than eighteen (18) percent.

Xtend President Scott Collins noted, “Our compliance monitoring service is a three-way collaboration between our team, the credit union leadership teams and CU*Answers.  Our sister CUSO CU*Answers provides great tools and the consulting assistance to help leverage those tools.  Our team works closely with the credit union to determine an effective resource-sharing strategy.  Collectively, we focus on driving down the overall cost of compliance for those credit unions through a combination of software, professional services and shared execution.”

The CUSO reports that it now handles recurring compliance monitoring tasks for forty-five (45) credit unions across the country.

Network News: An Update from Xtend Shared Branching

ATTENTION XTEND SHARED-BRANCHING CLIENTS: One of our shared-branching credit unions will be changing their name! On November 1, Detroit Metropolitan Credit Union became known as Diversified Members Credit Union. (Note: Email extensions remain the same: dmcu.com.)  

Detroit Metropolitan Credit Union has another piece of news to share! In the spring of 2015, they will be opening a new branch in Novi, Michigan!

Check Out All Xtend Shared-Branching Credit Unions

Network News: An Update from Xtend Shared Branching

ATTENTION XTEND SHARED-BRANCHING CLIENTS: One of our shared-branching credit unions will be changing their name! On November 1, Detroit Metropolitan Credit Union became known as Diversified Members Credit Union. (Note: Email extensions remain the same: dmcu.com.)  

Detroit Metropolitan Credit Union has another piece of news to share! In the spring of 2015, they will be opening a new branch in Novi, Michigan!

Check Out All Xtend Shared-Branching Credit Unions

Network News: An Update from Xtend Shared Branching

ATTENTION XTEND SHARED-BRANCHING CLIENTS: One of our shared-branching credit unions will be changing their name! On November 1, Detroit Metropolitan Credit Union became known as Diversified Members Credit Union. (Note: Email extensions remain the same: dmcu.com.)  

Detroit Metropolitan Credit Union has another piece of news to share! In the spring of 2015, they will be opening a new branch in Novi, Michigan!

Check Out All Xtend Shared-Branching Credit Unions

CUSO Continues Its Double Digit Revenue Growth

When Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO, tallied up the numbers following its September 30th fiscal year end, the results showed a year-on-year revenue growth of 28.9% from its record 2013 fiscal year performance.

Xtend President Scott Collins attributed the success to “a year of hard work by a tremendous team of credit union industry professionals.”  Collins noted, “On the heels of a very strong 2013, we saw demand for all of our major brands increase during this past year.  When our Board approved the Business Plan and budget last August, we were bullish about the coming year based on our ongoing business development efforts and those of our cuasterisk.com network of partners.  I am very happy with the way our collective teams executed on behalf of our customer-owners in fiscal 2014 as well as the solid foundation that was laid for our 2015 campaign.”

According to Collins, the CUSO experienced double-digit revenue growth in its loan servicing (40.9%), contact center (40.4%), e-communication (38.8%), bookkeeping services (22.9%) and compliance monitoring (13.4%) business units.

CUSO Welcomes New Owners

At its October 23rd meeting, the Board of Directors for Xtend, Inc., a Grand Rapids, Michigan-based multi-owned cooperative CUSO, welcomed four (4) new credit unions to its ownership ranks.  With the new owners, the twelve year-old CUSO now has eighty-two (82) equal stockholders.

Xtend President Scott Collins felt that the new owners were “a validation that our customer-owned business model continues to have strong appeal to credit unions regardless of size, geography or charter.”  Collins noted, “The credit unions in the market we serve have certainly embraced our shared resources offerings over the past decade, and the desire to participate at the ownership and leadership levels has mirrored our growth as a company during that time frame.  Our ‘class of 2014’ now includes nine (9) credit unions from six (6) different states which is really exciting.”

According to the CUSO, the new owners are Fife Lake, Michigan-based Forest Area Federal CU ($93M; 10.9K members), Chicago, Illinois-based First Financial CU ($68M; 8.3K members), South Bend, Indiana-based Notre Dame Federal CU ($467M; 58K members), and Alpena, Michigan-based Thunder Bay Credit Union ($22M; 3.1K members).

Big Quarter for CUSO E-Communication Brands

For Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO, the final quarter of its fiscal year was a period of significant growth for its Member Reach e-communication business unit.  According to the CUSO, its Member Reach services, which include member e-statement notifications, targeted member messaging, electronic newsletters and business-to-business marketing campaigns, generated more than 1.7 million messages during the quarter that ended September 30th.

“During the past year, we have been focused on developing new and improved e-communication services for our credit union and CUSO clients,” said Xtend President Scott Collins.  “When the team delivered metrics for our last quarter of the year, it helped validate that our customer-owners were indeed embracing these changes.  2015 should be a huge year for our Member Reach team.”

Liz Winninger, Business Development Manager for the CUSO noted, “The team worked extremely hard during the past year to both enhance our existing offerings and roll out new HTML and e-newsletter services.  We not only added significant value for our clients our existing services, we also brought on an additional ten clients.  Our team now provides electronic communications for ninety-six (96) credit unions on a recurring basis, plus periodic support nearly two dozen more.  Our sights are set on 2 million messages this next quarter.”

Raise Awareness of ICU Day!

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS: Let Xtend help you raise member awareness of International Credit Union Day on October 16!

For just $25, Xtend will email your members a message about this important day! Just fill out the Member Connect Special Request Form by Friday, October 10.

You can elect to have us send your members our own pre-written content included on the form or you can provide your own content. We’ll also need you to fill in the send date(s) on the form. (Note: You may select to have just one email sent to your members or multiple emails.

http://www.xtendcu.com | Phone: 616.285.5711 | Toll Free: 800.327.3478 | Fax: 616.285.5735
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