Streamlining…It’s Brilliant!Presenters:

Patrick Schwartz- American Eagle Financial Credit UnionKatherine Flinchum- Enrichment Federal Credit UnionMelissa Hall & Brady Wakefield- Alabama Credit Union

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Meet Our Presenters!!

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Purchasing, American Eagle Financial Credit Union

Patrick Schwartz

Patrick Schwartz is the Purchasing Manager at American Eagle Financial Credit Union where he has worked and grown that function for the past six years. Patrick oversees the Credit Union’s Forms Management Program, and is a valuable employee resource on workplace safety through his certification in Office Ergonomics. For the past two years, Patrick has maintained ownership for the ongoing operations and support of the Credit Union’s intranet portal called EAGLEi.

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Branch Supervisor, Alabama Credit Union

Brady Wakefield

Brady has been working with portal for 4 years, and until recently was the lead of ‘The Lighthouse Support Team’ for most of that time. Now he gets to concentrate on editing, design, and making The Lighthouse fun and exciting for all ACU employees.

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Branch Manager, Alabama Credit Union

Melissa Hall

Melissa Hall is a Branch Manager for Alabama Credit Union in Tuscaloosa Alabama, home of the Crimson Tide. This year will be her 10th anniversary with ACU. In addition to managing the branch and working with the portal, she focuses on IRAs, Credit Union Security, and serves on the Wellness Committee. Melissa became a portal administrator six months after implementation. She was influential in developing how the portal would meet the needs of the ACU staff. She currently serves as lead of the “The Lighthouse Support Team.” This will be her fourth year attending Powwow.

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Sr. ERIS Registered Assistant,Enrichment Federal Credit Union

Katherine Flinchum

Katherine Flinchum is the Sr. Enrichment Retirement and Investment Services Registered Assistant. This year she celebrates 20 years at EFCU! Katherine took on her role with the portal at implementation. Since then she has become the main contact for any portal questions, training or concerns. This will be her 4th year attending Powwow. She has been a guest speaker in past years and a part of several webinars with Passageways. She loves spending time coming up with new and exciting ways to use the portal.

Patrick SchwartzAmerican Eagle Financial Credit Union

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American Eagle Financial Credit Union’s EAGLEi• AEFCU uses several tools in our portal, EAGLEi on a

daily basis. The most used tools are Department and Workgroup Pages, Forms Library and Help Desks.

• These tools are used by all employees of AEFCU. We see EAGLEi as being our “one stop shop” for information. Quick links were set up on the “start page” for ease and quickness when navigating the portal. Help Desks were created to capture member complaints and for research requests.

• By utilizing the different functions within the Portal, AEFCU has been able to save a lot of time and money, especially with the Help Desk module.

• When your Executive Team supports your Portal, it encourages all employees to use it more. This ultimately allows everyone to provide better service to their customer.

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AEFCU’s Various Help Desks3 Help Desks:

Member ComplaintsResearch Requests

Member Account IssuesHelp

Member Loans (Coming Soon)

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AEFCU’s Voice of the MemberThe Organizational Excellence department captures our member’s complaints and employee’s process improvement ideas thru their help desk

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AEFCU’s DM Research RequestsThe Document Management department has the branch staff and contact center submit research request to them thru their help desk

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AEFCU’s Operations Resource CenterThe ORC uses their help desk to rectify issues or problems pertaining to member’s “deposit” products

Brady Wakefield & Melissa HallAlabama Credit Union

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DashboardsAnd

Help Desks

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New Accounts by Branch

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Help Desks - Not just for issues

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• Track Mortgages

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• Track Donations

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• Track Points

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Time to dothe work!

Katherine FlinchumEnrichment Federal Credit Union

26There are several tools in our Portal (Ensight) that we use to help streamline our day to day processes.The most commonly used tools are our Products and Services, Forms Library, Individual Department Pages and our Ensight Help Page.

These tools are used by all of our employees. We want them to have immediate access to current information needed to assist the member they have in front of them. No one wants to be embarrassed by having to search through outdated forms. I am sure you have had this happen, you print out 10 copies of a form and store them in a drawer or a file. The form gets updated and you forget to toss out your old copies. You do not want the member to have to wait and definitely do not want to have a member sign a form just to find out it is no longer valid and they have to come back in to sign a new form. There time is important and they do not want to be inconvenienced by having to wait for you to find the correct form or come back in the office.

All of these tools save a huge amount of time by having the information at your fingertips. It also saves the company money by not wasting printer ink and needlessly having to toss out unused forms.

Having Executive support in backing your Portal is huge. You need them to be on board to give the employees support and encouragement to use the tools that are available to them.

27Our Products and Services section has a lot of information which can help ouremployees answer questions more efficiently or locate a contact that can assist them.

28We have public pages that help our staff with forms needed for daily work

29Our Forms library makes it quick and easy to locate needed forms.

30Our Ensight help page gives our employees access to screen shots and instructions to all portal tools.

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Tools for Streamlining

• Dashboards• Strategic

Planning Matrix

• Sales Management

Goals

• Help Desks• Forms

• Expense Reports

Tasks

• Conversations• Announcements

• EIM

Communication

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Feedback

 

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