Zac KingAVP, Card Payment SystemsRedstone Federal Credit Union ($3.4B)Huntsville, Alabama, USA.

Enriching the Member Experience

Zac King, AVP Card Payment Systems

Redstone Federal Credit Union

Mission-to-Strategy

Striving to enrich the member experience…..

by providing competitive products and services and leading innovation.

Redstone Federal Credit Union

Expected Results

Increased Satisfaction

Scores

Greater Product

Utilization

Improved Income

Statements

Redstone Federal Credit Union

Be Competitive.

Redstone Federal Credit Union

Be Competitive in the Market

Completed Projects/Products• Statement Offers• Transaction, Lending and Help Credit Cards• 70,000+ Surcharge Free ATMs• Prepaid (Reloadable) Debit Card

Around the Corner….• Home Equity Credit Card• Debit Card Cash Rewards• Employee Video Product Training/Quiz

Redstone Federal Credit Union

Lead Innovation.

Redstone Federal Credit Union

ATM Functionality: Break the Mold

Redstone Federal Credit Union

Credit Card Widget.

Redstone Federal Credit Union - Public

Before October 2012• Internal Calls• Dual-log• Green Screens• Quicken

Member Comments:• “I would like to view detailed information…without having

to sign in to another site.”• “Why can’t I see my credit card information online?”

Redstone Federal Credit Union

Working the Magic

• In-person workshop with vendor.• Collaborated with Software Development.• Provided clear direction.• Followed the strategy, defined the purpose.

What CAN’T we do? What DON’T we do?

Redstone Federal Credit Union

Phase One Completion

Redstone Federal Credit Union

Phase Two: “Help”

• Add joint owner experience• Real-time cash advance/ODP• Point-and-click disputes• Electronic balance transfer forms• Immediate shut down

…..point and click increases?

Redstone Federal Credit Union

Solve for Redstone, solve for many.

Q&A with

Zac