Therese Henry

Managing customers has changed dramatically over the years.  I remember getting my first personal loan at my company’s credit union.  I knew the tellers and the loan officers on a first name basis because I saw them every other week on payday.  When I requested my first personal loan, it was approved quickly because of my long-standing employment at the…

Fees are an important and often misunderstood part of checking accounts. Management of checking account fees is often scrutinized by regulatory agencies and the public. A review of the CFPB's Complaint Database and the CFPB’s 2015 Consumer Response Annual Report shows the impact of poorly managed fee programs on consumers and the banking industry. How do you know if…

Credit unions set the standard for knowing and understanding their customers. They know about the importance and uniqueness of the member relationship. However, building the member profile and using this information in order to drive customer-focused decisions can be challenging. Identifying the stages of member-centric management and leveraging the data available at…

On Wednesday, September 23rd, the Federal Reserve approved enhancements to the same day automated-clearing house (ACH) service.  For those not familiar with same day ACH, it is a service that enables same-day payments and settlements between originating and receiving banks.  This is not a new concept and the functionality was originally introduced in 2010.  However, l…