WITH FOUR KIDS, A WIFE, and an interest in technology, Michael Jordan is the “help desk” of his household. He keeps the PlayStation4, mobile devices, and laptops up and running.
At work, he is a relentless advocate for bringing technology to members at the $1.3 billion asset Metro Credit Union in Chelsea, Mass.
“I want people to walk into our credit union and immediately know we are technology savvy,” says Jordan, vice president for branch administration and security officer. “People expect it, and that’s going to be important to the next generation of credit union members.”
Jordan drove the creation of a mobile application for the credit union and the installation of Wi-Fi in all 15 of its full-service branches.
“If not for his dedication to providing these services, Metro would have been much later in delivering them to our members,” says Paul Swart Jr., senior vice president of retail services.
Jordan has degrees in finance and leadership. He lacks formal education in technology, but clearly sees its potential. He first broached the idea of a mobile app in 2009 at a strategic planning meeting. “When I brought it up, I was getting all of these weird looks,” he says.
The results of embracing the mobile app are evident. Metro handles more than $2 million in mobile checking deposits each month, and the ease of doing business on personal devices appeals to members.
The Wi-Fi project, completed earlier this year, enables front-line staff to give members a hands-on demonstration of the credit union’s online services.
“I feel better when I’m connected, and many of our members do, too,” says Jordan. “If a couple with a teenager comes in to close on a loan, the teenager can be sitting in the lobby watching Netflix. It’s the member experience we’re trying to improve on.”
Jordan, a 2014 honors graduate of CUNA Management School and class president, also took a strong role in the Fiserv Branch Suite Client Advisory Group along with 14 other credit union administrators nationally. The group evaluates financial software and recommends changes to make the member experience more consistent.
Jordan also launched Team Connect—a group of Metro administrators and staff who promote the use of new technology and teach others how to use it.
The weird looks Jordan received five years ago when he brought up technology use have disappeared. “Now, I get more requests for the next thing they want,” Jordan says.
And what’s it like living with the name Michael Jordan? He says having a famous moniker works quite well. “After all, I sell products,” he says. “I’m 6-foot-4, 280 pounds and bald. People tend to remember my name after meeting me just once or twice.”