CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Jobs
  • Contact

News

Home » PODCAST: Members are not just a number
Lending Community Service

PODCAST: Members are not just a number

Pelican State Credit Union employees seek out the reasons behind a member’s credit report.

November 2, 2017
Jennifer Plager
No Comments
Oliver

At Pelican State Credit Union in Baton Rouge, La., members in need of loans are more than credit scores. They’re separate stories.

“When we review the credit report, we ask a ton of questions," Jessica Oliver, director of financial outreach at the $311 million asset credit union, tells the CUNA News Podcast. "We want to make sure the member’s story matches what we’re seeing in print.”

Often, members who have blemishes on their credit report will say they’ve had a family emergency, a death in the family, a job loss, or another life event that caused them to fall behind on paying their bills, she says.

“You really want to get to the meat of what’s going on in the member’s life because that will help guide you in determining whether they will pay you back,” says Oliver, who will discuss how to create qualified borrowers through financial education and outreach during the CUNA Lending Council Conference in Nashville, Tenn., Nov. 12-15.

Part of getting the member’s story involves gaining members' trust and enabling them to feel comfortable enough to be open and honest about their financial situation.

Oliver likens Pelican State's member service representatives and credit counselors to "money therapists."

"It's a great way to continue to build member loyalty," she says. "If you are the person who continues to assist them, improve their credit scores, and meet their needs, they'll continue to come back to you time and time again.”

Oliver also talks about Pelican State's financial outreach and education efforts, and why it’s important for credit unions to offer these types of programs to their members.

You can listen and subscribe to the CUNA News Podcast in Apple’s iTunes Store, Google Play, and Stitcher Radio.

KEYWORDS credit CUNA Lending Council podcast

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Winter 2022

Winter 2022

Credit Union Magazine’s Winter 2022 issue highlights data-driven marketing, the board’s role in cybersecurity, elder abuse scams, credit unions’ auto lending advantage, and more.
Digital Edition •  Subscribe

Trending

  • CFPB issues CUNA-opposed proposal on credit card late fees

  • Auto lending report shows significant credit union member savings

  • 2023 Credit Union Hero of the Year voting open

Tweets by CUNA_News

Polls

Vote for the 2023 CU Hero of the Year

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2023 Credit Union National Association | ADA Compliance Notice & Legal
Email Us