Redesigning the account opening experience with inclusion in mind

first_imgThe pandemic shined a bright light on the financial inequities that exist across America. While credit union leaders were already well aware of the challenges faced by traditionally underserved communities, COVID-19 provided extra motivation to aggressively solve those challenges. Since March, we’ve seen the industry rise up with creative, compassionate and smart strategies to advance financial inclusion in multiple ways. And, we’re hearing some really great ideas and bold proposals for doing even more as the country continues to strive for recovery. As momentum for inclusive products, processes and outreach builds, there’s an important prerequisite credit unions must consider. As credit unions work to achieve big-picture things, like reengineering impact strategies to better engage the underserved, it must turn a critical eye to a crucial and often overlooked touchpoint – the account opening experience.  Ensuring prospective members become actual membersToday, account opening is often a credit union’s only shot at a first impression. Whereas prospective members once had to visit a branch to initiate a relationship, that is not always the case today. Many credit unions have innovated to allow for online or mobile account opening, which can mean the first introduction to a credit union – and importantly, it’s commitment to inclusivity – happens in the digital realm. Of course, a smooth account opening is not only about making a good first impression. More pragmatically, it’s about ensuring a prospective member becomes an actual member, quickly, easily and in a way that aligns with their expectations. An account opening process, redesigned with inclusivity in mind and staying within regulatory requirements, drives right at the heart of those expectations. GRC pros as inclusivity championsMy governance, risk and compliance (GRC) colleagues out there will be excited to hear that your expertise can be a highly valuable contribution to the redesign of the account opening experience. That’s because many of the hurdles that have traditionally stood in the way of an inclusive account opening practice center on fears of non-compliance. You are in a perfect position to help your team members understand that those compliance hurdles are not insurmountable. Here are a few things GRC leaders can implement within their cooperatives to improve the inclusivity of their account opening policies and procedures:Train frontline staff on different forms of ID: The Bank Secrecy Act (BSA) requires credit unions to verify a new member’s identification with a government-issued ID, which includes foreign governments. However, frontline staff may not be as comfortable determining the legitimacy of a foreign-issued ID. That discomfort can create an awkward or strained interaction between a prospective member and the first person at the credit union they meet.  Helping team members understand what is allowed under the credit union’s policy, as well as which security features to look for on non-traditional IDs, can ease their discomfort and help them provide a more welcoming first impression for newcomers to the credit union. The same is true for identification numbers. GRC leaders can help educate team members on forms besides Social Security numbers that are allowable, such as Individual Taxpayer Identification Numbers (ITINs).Prepare for less common situations: A key piece of information credit unions must collect from a prospective member to open an account is a physical address. However, the economic ripple effects of COVID-19 have created financial strain for many people in America. Some are even struggling to stay in their homes. They may be moving from place to place or even experiencing homelessness. Beyond the immediate pandemic circumstances, the same can be true for recent college graduates, migrant workers, victims of domestic abuse, newly divorced individuals or previously incarcerated people. A relationship with a human-centered financial institution may be exactly what they need to get on the path to financial wellness or access critical social services. GRC pros can review existing polices to be sure they encompass the full scope of permissible physical addresses. For instance, Title 31 Chapter X concerning customer identification programs states that an address must be collected. However, the regulation also allows for individuals who do not have residential or business street addresses to provide an Army Post Office (APO) or Fleet Post Office (FPO) box number, or the residential or business street address of next of kin or of another contact individual. GRC team members can also help staff prepare to answer prospective member questions who may struggle to provide a personal address. Focus on establishing a reasonable belief: BSA/AML guidelines call on credit unions to establish a “reasonable belief” that an individual is who he or she claims to be. This year put front and center the fact that not everyone conforms to a static, inflexible checklist of items to prove who they are. It is imperative that credit unions continue to assist in fraud detection and financial crimes. However, GRC leaders have a meaningful opportunity to become change agents by designing new ways for credit unions to establish reasonable belief in a person’s identity. Start by reviewing the cooperative’s BSA and CIP policy; it may be more restrictive than it needs to be. While it can be fine to retain the traditional checklist, credit unions should look to build in alternatives for prospects who aren’t able to provide mainstream evidence. Consider additional supporting methods, such as calling the member back at a phone number provided, checking bill payment histories or even requesting references. It is also important to remember that all prospective members should be treated fairly when confirming identity. Each of us carries unconscious bias that can show up particularly when we find ourselves in new or different circumstances. Credit unions must provide training and resources for staff to ensure they handle new member applications appropriately. Ensure disclosures are fully understood: New members are presented with account disclosures that may not be easily understood by someone who speaks a different language, comes from a different financial system or struggles with poor eyesight or literacy challenges. Frontline staff should be properly trained on ways to help everyone understand the terms and conditions of their newly established relationship with the credit union. Credit union members are as unique as the cooperatives they want to be a part of. While no credit union can be prepared for every circumstance, proactively investigating the underserved segments within a local community can point the cooperative’s inclusivity advocates and compliance preparedness in the right direction. With a few small tweaks to the way things have always been done, credit unions can open their doors to a larger and more diverse group of individuals, more fully living out the people helping people mission. 3SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Erin O’Hern As Vice President of Strategic Initiatives, Erin O’Hern supports PolicyWorks’ market expansion through management of strategic relationships, development of market and product integration strategies and thought leadership in the governance, … Web: www.policyworksllc.com Detailslast_img read more

Governor Wolf: Washington Republicans Continue to Ignore Bipartisan Governors

first_img Healthcare,  Human Services,  Medicaid Expansion,  National Issues,  Press Release,  Public Health,  Seniors,  Statement Harrisburg, PA – Governor Tom Wolf released the following statement on the latest version of a health care bill in Washington:“Washington Republicans continue to ignore the concerns of Pennsylvania families and ideas proposed by bipartisan governors. The proposed cuts and caps for Medicaid continue to cause terror for recipients, including seniors, families, and people with disabilities, and are putting states financially at risk. The federal government cannot turn its back on us. These tweaks do little to address how these proposals will lead to increased costs, especially for many older Pennsylvanians who could be charged five times more for worse coverage by gutting consumer protections, even for some people with private insurance. The proposed changes have even been rejected by insurance companies.We can find common ground on fixing the individual market, as governors of both parties have proposed. Washington should abandon this reckless path and focus on fixing what isn’t working – rather than creating more problems and concerns for families and individuals, especially those most in need of our help.”Last month, Governor Wolf joined his bipartisan colleagues from Ohio, Montana, Nevada, Colorado, Massachusetts, and Louisiana to express concern over Washington’s approach on health care, particularly the prospect of deep cuts in federal funding to states for Medicaid. Governor Wolf: Washington Republicans Continue to Ignore Bipartisan Governors July 13, 2017center_img SHARE Email Facebook Twitterlast_img read more

Bulldogs Baseball Team Sweeps Raiders

first_imgThe Batesville Bulldogs sweep The South Ripley Raiders in Varsity Baseball Play.Bulldogs vs. South Ripley Game 1 (5-3)Bulldogs vs. South Ripley Game 2 (5-3)Batesville Varsity’s next game Monday Night (5-5) against rival Greensburg High School.Game time at 5:30pm at Liberty Park – Bryan Hoeing has the mound.Batesville 9-3 on season.Submitted by Batesville Coach Alex Davis.last_img

Cricket News Don’t know what the plan is now: Kedar Jadhav on India omission

first_imgNew Delhi: Kedar Jadhav had a good time in the recently concluded Asia Cup, picking wickets at regular intervals and scoring runs at vital times. However, his omission from the Indian squad for the series against West Indies has raised plenty of questions.Jadhav, who hit an attacking 41 off 25 balls in the Deodhar Trophy match for India A against India C, said there was no communication between him and the selectors regarding his selection for the West Indies series.Read More |LIVE | Congress claims Rahul Gandhi arrested as protest against removal of CBI chief intensifies“I need to see why they have not picked me. I don’t know what the plan is now that I am not there in the team. Probably, I will be playing the Ranji Trophy,” Jadhav told PTI.In response, the chairman of selectors MSK Prasad said Jadhav was not picked due to his history of injuries. “There have been occasions earlier when he has come back fit and then broke down, a case in point being the Asia Cup last month. Actually, we were thinking that if India A (had) won, then Kedar would have got another match which would have given us a fair assessment of his match fitness. Maybe, we could have added him as an additional player (in Indian team) before the fourth ODI as the Deodhar final is on Saturday. Players need to understand that there is a process that we follow while selecting the team,” Prasad said.Read More | Imad Wasim’s Ronaldo-like celebrations take Internet by stormJadhav has been plagued by a hamstring injury in 2018. The right-hander missed the IPL for Chennai Super Kings after getting injured in the first match against Mumbai Indians. Even in the Asia Cup, he battled a hamstring injury. However, Jadhav cleared all the tests at the National Cricket Academy (NCA) and this resulted in his selection for the Deodhar Trophy.Selection issues in Indian cricketJadhav’s omission is another instance of Indian cricketers not being happy with the selection panel’s lack of communication.Players like Karun Nair and Murali Vijay had criticised the selectors for not speaking to them before being dropped from the Test squad. However, the chairman of selectors has denied the claim.The third ODI between India and West Indies takes place in Pune on Saturday. For all the Latest Sports News News, Cricket News News, Download News Nation Android and iOS Mobile Apps.last_img read more