CEO School
Building solutions with
the spirit of collaborative
venture capitalists
November 8 & 10, 2011
TODAY’S AGENDA
2
What a CEO
Needs to Know
CEOs as
Solution Designers
Pushing the buttons
(or assigning someone to push
them for you)
CEOs as Developers
CEOs Inspiring Your Teams
to be Developers
CEOs Creating an
Innovator’s Culture
CEO SCHOOL
WHERE EVERYONE IS A STUDENT AND
EVERYONE IS A TEACHER
WHAT IS CEO SCHOOL?
WE ARE ALL COOPERATIVE BUSINESS DESIGNERS
Why is CEO School becoming a tradition at CU*Answers?
 With the expansion of our network, we have more talented CEOs than
ever, and the value put on collaborative efforts is at an all time high
 CEOs need to develop networks where they can coach and mentor
each other from the unique position of being a CEO
 More than ever, today’s CEO is expected to be engaged with
technology and the concepts of data mining, opportunity
demographics, and being plugged in
 CEOs wear more than one hat, and CEO School is a safe training
environment
CEO School speaks to the essence of why CUs own
CU*Answers: so that their voice is heard, their ideas are
worked on, and their priorities are considered as part of
everything this CUSO tries to accomplish
4
MY APPROACH FOR 2012
CONFIRMING GRASP IN A CHALLENGING WORLD
 As we look at the last three years, I believe both CEOs and Board
members have been under more pressure than ever to demonstrate
their competence and to win people over to the fact that they have
grasp of the situation, the moment, and the challenges of the future
More than what you say, it’s the evidence you document
 More than what you document, it’s the confidence of your presentation
 More than your historical experience, it’s the process of proving it, over
and over again

 As we go through the day, we need to constantly be thinking about
how others are watching us and voting as to whether or not they are
led by leaders with grasp
At a recent planning session, I asked the Board for their firsthand knowledge or evidence that they should trust the
grasp of their CEO...how do you think they responded?
5
MY APPROACH FOR 2012
CONFIRMING GRASP IN A CHALLENGING WORLD
 The silence was deafening...and for a moment, I could have filled the
vacuum with my opinion of their CEO, instead of hearing theirs – I felt
like an examiner, and I worried about the fate of the CEO
 I wish they would have responded, “Because year in, year out, our
leadership team proves it with a deep dive on knowing our members,
knowing our operations,
knowing our identity, and
knowing our plan!”
All day long, ask yourself this
question: “Am I ready to prove
my organization’s grasp, to the
point where my Board would
testify on my behalf?”
6
WHAT A CEO SHOULD KNOW
HOW TO GO FROM STATIC TO TRENDS
From print to presentation
HOW TO NETWORK WITH A CLICK
Learning from peers from your desktop
HOW TO LEAD IN A CROWD
Be the reference for a network’s innovation
ONE STOP SHOPPING FOR MANAGEMENT TOOLS
MNMGMX
Be sure to jot down your
favorites for tonight’s
deep dive hands-on lab
8
CEO DASHBOARDS
A NOVELTY THAT HAS BECOME AN EXPECTATION
 Our standard for CU*BASE dashboards:
1.
Select a group of records with something in common to analyze (loan apps
processed between Oct 1 & 31, members who joined the CU last year, checking
accounts opened last month, etc.)
2.
The user is presented with a series of options to work with each of these
records, one at a time (approve the app, send TIS disclosures, order a debit card,
etc.)
3.
The user is presented with a set of analyses that take the selected records
and show as many pertinent facts as possible about that batch (# of apps
pending, # of members who joined by age or gender, checking accounts opened by
a specific employee, etc.)
 Step 1 is like a report, Step 3 is like the totals or summary section on a
report, but Step 2 creates a unique palette of opportunity to work and
analyze at the same time
Is this gaining traction in your shop?
9
QUICK SIDEBAR: INTERACTIVE TRENDING IS CATCHING ON
CUS ARE LOOKING FOR MORE MONTHS TO COMPARE
 Where people used to keep printed reports or update their own
trending spreadsheets, today CUs want more than this month and last
month when they use dashboards and reports
 Coming in 2012, we will extend the data we store live on the system to
include multiple months and more history
 Do you understand how to get repeatable results? Can you look at a
screen and intuitively
discern why the data is
different from when you
looked at it 15 minutes
ago? Current data vs.
static month-end data
10
FROM PRINT...
Reports are still evolving, but they are no longer the
standard for a CEO on the move
11
...TO PRESENTATION
MNMGMT #22 New/Closed Memberships Dashboard
MNMGMT #21 New/Closed Accounts Dashboard
A little later we’ll do a
deep dive on these
tools at a live CU
12
FROM PRESENTATION TO PUBLICATION
IS YOUR DESKTOP READY TO PUBLISH?
 PDF exports emphasize presentation because they’re intended to be a
finished, ready-to-distribute product rather than an intermediate
product like an Excel workbook that users will most likely manipulate

Focusing on single-screen exports now, with the potential for flexible
workflow-style exports that involve more than one screen
 PDF exports use a third-party utility called iText that requires a license:
one-time charge per workstation

Same approach as Excel exports: we provide the code to make it happen
but interested clients are responsible for purchasing the tools
 Goal is to offer PDF exports for every panel that supports Excel and
CSV exports

13
Implemented in the 11.0 release (April/May 2011) – instructions
available on the Reference Materials page under “P” for PDF
IS YOUR DESKTOP READY TO PUBLISH?
DESIGNING EFFECTIVE ONE-PAGE PDFS
 The beauty of a live presentation of a dashboard is that there are tons
of options and views of the situation
 But how do we get better at a simple one-page summary of the
situation that we might use in a Board packet, or you might distribute
from your desk to the desks of
many
 Not a booklet of options, just a
simple communication for
everyone to ponder
When do you send a
postcard instead of a
long letter?
14
IS THERE A BUSINESS FOR OUR NETWORK IN ALL OF THIS?
 Idea for a new service by Xtend or CMS: Business Analyst
From Linda Bodie, WV United FCU: You guys are the experts at reports and data. Show
it off. Do it for us. Offer analysis of key reports. Create a standard service, then offer
à la carte stuff. Make recommendations for things like the following:
o Hey, did you know your staff is waiving fees? You lost XX in fee income.
o Teller #2 does 2 transactions per hour. What's he up to now?
o If you implemented a rewards program, you could do this...
o These are the most profitable accounts; these are costing you the most.
o Did you know your competitors are charging XX for overdraft fees?
o Peer comparisons.
 Who could we hire to create the perfect
Board packet? How would we automate
it for you?
15
Later today we’ll look
at new Report
Scheduler tools in
development
CEO DASHBOARDS
TRENDING MEMBER MONEY
Feature
Do you have access to this command?
Loan/Share Trial Balance Review
MNMGMT #18
Trial Balance G/L Verification
MNGELE #11
G/L Average Daily Balance Calculator
MNMGMT #18 > F9-ADB Calc
Contingent Liability Analysis
MNMGMT #14
On which of these will you do a deep dive tonight?
16
CEO DASHBOARDS
INTERNAL CONTROLS
Feature
Do you have access to this command?
Trial Balance G/L Verification
MNGELE #11
Vault G/L Verification
MNGELE #12
Smart Operator: Daily Ops Log
MNGELE #9
Statement Audit/Statistical Inquiry
Inquiry/Phone > F20-Statements > Audit
Collections Dashboard/Summary
MNMGMT #13 (or MNCOLL #4)
Fee Income/Waiver Analysis
MNMGMT #16 (or MNCNFD #11)
5300 Call Report Ratios
MNMGMT #9
On which of these will you do a deep dive tonight?
17
5300 CALL REPORT PROJECT UPDATE
LEVERAGING A SUCCESSFUL NEW TOOL

67 online CUs created their
3rd Quarter 2011 Call Report
in CU*BASE (up from 54 last
quarter)
 Only 37 online CUs
uploaded their 3rd quarter
Call Reports to the NCUA
(why not all 67?)
 Ratios Dashboard released in
the 11.0 release (spring)
MNMGMT #9 5300 Call Report Ratios Dashboard
Let’s go to a live CU and do
a deep dive on this tool
18
5300 CALL REPORT PROJECT UPDATE
5300 TOOLS (STILL) ON THE DRAWING BOARD
 5300 Data Trending Dashboard

Like Tiered Services, why shouldn’t that history that’s embedded in your
5300 database be at your fingertips?
Your input is
needed!
19
CEO DASHBOARDS
BENCHMARKING ACTIVITY
Feature
Do you have access to this command?
Smart Operator: Daily Ops Log
MNGELE #9
Check Processing Statistics
MNMGMT #12
Cash Activity Analysis Inquiry
MNHTLA #16
Configuring Delivery Channel/Costs
MNMGMA #21
Loan App Activity Tracking
MNLOAN #8 > F17-Activity tracking
Loan App Statistics
MNLOAN #8 > F17 > F14-Stats
NSF/ANR Management Summary
MNMGMT #20
ARU/Online Banking Stats
MNMGMT #10
CHANGESCOMING!
On which of these will you do a deep dive tonight?
20
SNEAK PEEK: ENHANCING THE ONLINE BANKING DASHBOARD
These changes
coming soon!
NEW! Text
Banking
stats
Expanding to
include Mobile
Web stats
21
CEO DASHBOARDS
AUDITING AND MINING MEMBER ACTIVITY
Feature
Do you have access to this command?
Sample Checking Account Activity
MNMGMA #11
Sample Transaction Activity by Delivery
Channel
MNMGMA #12
Update Dormancy
MNUPDA #9
Dormancy Predictor Database
File QUERYxx/DWARN
Smart Operator: Daily Ops Log
MNGELE #9
Statement Audit/Statistical Inquiry
Inquiry/Phone > F20-Statements > Audit
NEW!
New/Closed Membership Dashboard
MNMGMT #22
NEW!
New/Closed Account Dashboard
MNMGMT #21
(produced during EOD on 1st of the month)
On which of these will you do a deep dive tonight?
22
CEO DASHBOARDS
UNDERSTANDING LENDING & COLLECTIONS ACTIVITY
Feature
Do you have access to this command?
IMPROVED!
Loan Queue Activity Tracking
MNMGMT #19
IMPROVED!
Loan App Monthly Stats Comparison
MNMGMT #18
IMPROVED!
Collections Dashboard
MNMGMT #13 (or MNCOLL #4)
IMPROVED!
Collections Summary
MNCOLL #1 > F15-Summary
On which of these will you do a deep dive tonight?
23
CEO DASHBOARDS
UNDERSTANDING MEMBER PREFERENCES
Feature
Do you have access to this command?
Member Transaction Label Analysis
MNMGMA #4
Where Your Members Shop
MNMGMA #5
Where Your Members Borrow
MNMGMA #6
Where Your Members Branch
MNMGMA #7 (or MNHTLA #6)
ARU/Online Banking Stats
MNMGMT #10
On which of these will you do a deep dive tonight?
24
CEO DASHBOARDS
UNDERSTANDING YOUR MEMBERSHIP
Feature
Do you have access to this command?
Channel Activity by Member Age Group
MNMGMA #1
Open/Active/Closed Mbrs by Age Group
(Member Retention by Age Group)
MNMGMA #17
CHANGESCOMING!
Products & Services Per Member
MNMGMA #19
Membership Analysis Inquiry
MNMRKT #22
Tiered Service Monthly Comparison
MNMRKT #25 (or MNMGMT #25)
Learn from a Peer:
Tiered Service Peer Analysis
MNMGMB #16
Relationship Analysis
MNMGMA #8
Contingent Liability Analysis
MNMGMT #14
On which of these will you do a deep dive tonight?
25
SNEAK PEEK: MEMBER RETENTION BY AGE GROUP
26
SNEAK PEEK: ACCOUNT RETENTION BY AGE GROUP
27
SNEAK PEEK: ACCOUNT RETENTION BY AGE GROUP
28
EVERY BRAINSTORMING SESSION WITH EVERY CREATIVE
TEAM YIELDS ANOTHER “IT COULD DO THIS” MOMENT
...and of course we’ll do accounts too
29
EVERY BRAINSTORMING SESSION WITH EVERY CREATIVE
TEAM YIELDS ANOTHER “IT COULD DO THIS” MOMENT
30
CEO DASHBOARDS
UNDERSTANDING MEMBER ACTIVITY
Feature
Do you have access to this command?
Transaction Count by Delivery Channel
MNMGMA #2
Transaction Activity by Branch
MNMGMA #3
Money Movement Analysis
MNMGMA #18
Teller Activity by Time of Day
MNHTLA #1
Teller Activity by Day of the Week
MNHTLA #2
Teller Activity by Day of the Month
MNHTLA #3
Teller Activity by Transaction Type
MNHTLA #4
Smart Operator: Daily Ops Log
MNGELE #9
Shared Branch Activity Analysis
MNHTLA #8 (or MNMGMA #17)
ARU/Online Banking Stats
MNMGMT #10
On which of these will you do a deep dive tonight?
31
LEARN FROM A PEER:
NOT A NOVELTY ANYMORE
A FEW YEARS AGO, THIS WAS JUST
SOMETHING NEAT YOU COULD DO
TODAY, IT’S BECOMING THE FIRST PLACE YOU
GO TO GET A HINT ON WHAT TO DO NEXT,
WHAT TO IMPROVE, AND WHO TO TALK TO
ABOUT IT
HOW TO NETWORK WITH A CLICK
LEARNING FROM PEERS FROM YOUR DESKTOP
 Side-by-side comparisons, one peer at a time, will still be useful on
occasion for complex configurations, but for most new LFP tools we
will now be using an aggregate format with all your peers
A New Style for Aggregating Peer Data
Mark peers
similar in size
to your CU
At-a-glance
view of peer
configurations
33
HOW TO NETWORK WITH A CLICK
LEARNING FROM PEERS FROM YOUR DESKTOP
Feature
Do you have access to this command?
LFP: Bill Pay Service Charge Configs
MNMGMB #1
LFP: Cashed Check Fee Configs
MNMGMB #2
NEW!
LFP: Check Printing Fee Configs
MNMGMB #3
NEW!
LFP: Deposit Item Fee Configs
MNMGMB #4
NEW!
LFP: Money Order Fee Configs
MNMGMB #5
NEW!
LFP: Phone Transfer Fee Configs
MNMGMB #6
NEW!
LFP: Self Service Fee Configs
MNMGMB #7
NEW!
LFP: Starter Checks Fee Configs
MNMGMB #8
NEW!
LFP: Tiered Services Program Config
MNMGMB #9
NEW!
Sample of
aggregate style
Sample of sideby-side style
On which of these will you do a deep dive tonight?
34
BUILDING A NETWORK BUSINESS
WITH A FREE BASELINE TOOL
 Many CUs in our network buy competitive rate analysis services from
third parties
 Xtend and CU*Answers
have been tinkering with
this for 18 months now
 I’ve been dragging my
feet on a major offering,
wanting to build a
foundation service where
everyone could start
thinking about rate
analysis as native to
Xtend is dying to make this a specialty
CU*BASE
business as well
35
SNEAK PEEK: LFP CERTIFICATE RATE ANALYSIS
Coming soon
Gividends and Lender*VP see
these tools as a whole new
opportunity to consult on
member product offerings,
and how to use the power of
CU*BASE.
36
SNEAK PEEK: LFP SHARE RATE ANALYSIS
Coming soon
37
HOW CAN WE MAKE “COMING SOON” BE EVEN SOONER?
CEOS AS QC TESTERS?
 Trying a new style of beta-testing
We’ll do a minimal amount of basic testing (screen functionality, data
integrity, program errors, etc.)
 Then we’ll place the command on a special area of the Learn from a Peer
menu MNMGMB
 CEOs will have a period of
time to test the tool and
report problems or
suggestions to our QC team
 We need you to dig into
the data and verify a
concept in the real world

38
New idea...what
do you think?
Will you
participate?
HOW TO TURN THESE CONCEPTS INTO MONEY IN 2012 AND BEYOND
DATA FOR THE SAKE OF DATA IS A MISSED OPPORTUNITY
 Dashboards create an opportunity to lower the cost of driving action
into our business plans at the press of a button
 A screen refreshes, and by the time the data is apparent to the room,
someone is saying, “we need to do something about that”
Gathering Data
(reduce $ cost)
Analyzing Data
(increase time)
Acting on Data
(multiply the events)
Because of the nature of the beast, we gather data to
comply, to imply, but very seldom to apply what we learned
39
PUTTING ON YOUR
DEVELOPER HAT
HOW TO LEAD IN A CROWD
Be the reference for a network’s innovation
CEOS DESIGN TO ACT
Aiming for knowledge that leads to action
HARVEST THE POWER OF OWNERSHIP
CEOS WEAR MANY HATS IN DRIVING OUR NETWORK DEVELOPMENT
 First, you lead by example and participate as a developer from the
CEO’s chair

CEO Strategies, Leadership Conference, Randy’s emails, etc.
 Second, you inspire your teams to be developers and participate with
their peers

Push your organization towards initiatives like the Lender*VP Top 10 and
Accounting Top 10, Idea Forms, education, etc.
 Third, you drive development by creating an innovator’s culture in
your organization: the courage for fast-to-market responses and the
drive to use and evolve what we build

41
Be a beta-tester, get your senior team involved in implementations, make
education a requirement, not an option, drive a learn-to-earn mentality
into your team, etc.
A NETWORK OF DESIGNERS NEEDS TOOLS TO KEEP IN TOUCH
Do we need to drill down
on any of these?
42
CEOS AS DEVELOPERS
GET WHAT YOU WANT FROM YOUR PERSPECTIVE




EXAMINERS: CONCENTRATION RISK
NEW MARKETS: BROKERING LOANS
NEW EFFICIENCIES: REPORT AUTOMATION
HEAD FAKE: PROMISE DEPOSITS
Project Champion:
Progressive CU
CONCENTRATION RISK
UNDERSTANDING THE COMPONENTS OF YOUR LOAN PORTFOLIO
 It’s a simple formula: select loans or borrowers from your portfolio and
then have the system draw a picture of your risk, one member, or one
loan segment, at a time
 Our first Concentration Risk Analysis tool (coming in the 11.4 release)
looks at individual members and the risk they represent when they
have very large balances or a lot of loan relationships
 Our next step (in development now) will be to design a Portfolio Risk
Analysis tool that looks at groups of similar loan types – to help you
find baskets that might have too many eggs
First up, the Concentration Risk Analysis for
individual members...
44
Project Champion:
CONCENTRATION RISK ANALYSIS
Progressive CU
ANALYZING BORROWING HABITS OF INDIVIDUAL MEMBERS
MNMGMT #18 Loan Concentration Analysis
In beta now for
Progressive CU;
to all CUs in the
11.4 release
(Nov./Dec.)
Let’s go do a deeper dive,
live at Progressive CU
45
Project Champion:
Progressive CU
PACKAGING LOANS FOR SALE
BUYING AND BROKERING OPPORTUNITIES TO EACH OTHER
MNMGMT#24 Package Loans to be Sold
In beta now for
Progressive CU;
to all CUs in the
11.4 release
(Nov./Dec.)
Intended for
selling loans,
but can also
point to
portfolio risk
46
Let’s go do a deeper dive at Progressive
PORTFOLIO RISK ANALYSIS
CONCENTRATION RISK AT THE PRODUCT LEVEL
Coming soon
 This tool takes the best of both the Concentration Risk tool and the
Packaging Loans tool to create an analysis of groups of similar loan
types (baskets with too many eggs)
Enter capital $ to use as the denominator for the ratio
2. Select from list of loan characteristics (similar to the Packaging tool)
3. View list of loans that match your criteria
4. Click Analysis to see the ratio and other analyses of that group of loans
1.
Let’s take a
closer look...
47
SNEAK PEEK: PORTFOLIO RISK ANALYSIS
Coming soon
Select the
basket, divide it
by your capital
48
SNEAK PEEK: PORTFOLIO RISK ANALYSIS
Coming soon
See a summary
analysis of this
basket
49
See the eggs in
basket
SNEAK PEEK: PORTFOLIO RISK ANALYSIS
Coming soon
50
KEEPING A PROMISE FROM LAST YEAR’S ROUNDTABLE
AUTOMATING REPORTS & QUERIES
In development
now...coming
soon!
 Report Automation Scheduler
Have our Ops team run a batch of CU*BASE reports and/or custom Query
reports for you once a month so they’re ready when you come in to work
(say, on morning of the 2nd)
 New technique for storing report parameters, so the same report can be
run the same way, over and over (either automated or when printing on
demand)

 Project goals:
To save you time when preparing for things like monthly Board reports
 To streamline our system processing, especially on what is usually the
busiest day of the month – instead of batch getting clogged up on the 1st,
reports can be run in the wee hours of the morning when system
resources are less heavily used

51
SNEAK PEEK: AUTOMATING REPORTS & QUERIES
In development
now...coming
soon!
Once you set up the
report to run the way you
like, instead of running it,
will use a new Save
Settings feature...
52
SNEAK PEEK: AUTOMATING REPORTS & QUERIES
In development
now...coming
soon!
More than one person can
save their own settings,
either to make it easier to
run on demand any time,
or for monthly report
automation
53
SNEAK PEEK: AUTOMATING REPORTS & QUERIES
In development
now...coming
soon!
There will also be a
separate program where
you can look at all reports
that have been retrofitted
to the new process, and set
up parms to run reports
automatically each month
54
SNEAK PEEK: AUTOMATING REPORTS & QUERIES
In development
now...coming
soon!
For your custom
reports (Queries), we’ll
have a new program
where you can
schedule them to run
(either to a report or to
a database file)
automatically each
month
55
SNEAK PEEK: AUTOMATING REPORTS & QUERIES
In development
now!
The system can
even be instructed to
use the most recent
month-end snapshot
when generating the
report
56
OTHER REPORT/PDF PROJECTS STILL IN THE WORKS
 PDFs from reports (direct via iSeries) – what can we do with the
standard CU*BASE printing options?

For instance, if we are going to have a cool PDF Board packet, it will need
a cool PDF Balance Sheet and Income Statement
 Your staff is looking for a PDF of the CTR
 How do we hook up PDFs to It’s Me 247 to distribute forms or even
collect forms for eDOC servers?
It’s still on our plate
57
HEAD FAKE: DEVELOP THE EXPECTATION...
...THEN EVOLVE THE STRATEGY FOR WHERE YOU WANTED TO GO
 By now we’ve talked about freemiums, where
you evolve a common practice with a goal for
premium practices, at a price (printed
statements...)
 Now let’s talk about Check 21 and remote
capture
 Are we having trouble getting members to engage with the technology
because we haven’t developed an expectation of remote deposits in
their minds

It’s new and geeky instead of just the next step in what they already do
 How do we build a market and then sell a solution that’s win-win, for
your member and for you?`
Where else might freemiums fit your future?
58
SNEAK PEEK: PROMISE DEPOSITS
Coming next
year!
Enrollment
59
SNEAK PEEK: PROMISE DEPOSITS
Coming next
year!
Details
60
SNEAK PEEK: PROMISE DEPOSITS
Coming next
year!
Tracker
61
SNEAK PEEK: PROMISE DEPOSITS
Coming next
year!
View
62
SNEAK PEEK: PROMISE DEPOSITS
Coming next
year!
Confirm
63
SNEAK PEEK: PROMISE DEPOSITS
Coming next
year!
OBC Sales Pitch
What we hope
our big depositors
will see as the
future
64
SPEAKING OF NEW ONLINE BANKING GOODIES...
HOW ABOUT A NEW MOBILE WEB LOOK?
Once again, this will just show up as part of
our new fast-to-market release
strategy...are you on board?
65
AND TO MAKE IT ALL POSSIBLE: NEW TECHNIQUES FOR NAVIGATION
66
AND TO MAKE IT ALL POSSIBLE: NEW TECHNIQUES FOR NAVIGATION
67
AND TO MAKE IT ALL POSSIBLE: NEW TECHNIQUES FOR NAVIGATION
68
AND TO MAKE IT ALL POSSIBLE: NEW TECHNIQUES FOR NAVIGATION
69
AND TO MAKE IT ALL POSSIBLE: NEW TECHNIQUES FOR NAVIGATION
70
AND TO MAKE IT ALL POSSIBLE: NEW TECHNIQUES FOR NAVIGATION
71
IN CASE YOU’RE NOT PAYING ATTENTION TO THE KITCHEN
Slated for the 11.6
release (Mar./Apr.)
72
DON’T LET YOUR ONLINE BANKING INITIATIVES GET
DERAILED (73 PARTICIPANTS ON 11/2/2011)
 Do your risk assessments in
2012
http://auditlink.cuanswers.com
73
The software is ready...are you?
CEOS INSPIRING YOUR TEAMS
TO BE DEVELOPERS
WHAT CAN YOU EARN THROUGH COLLABREBATE?
 LENDER*VP TOP 10
 THINKING ABOUT ACCOUNTING TOP 10
 AGGREGATION & TELLERING IN 2012
LENDER*VP TOP 10: YEAR 2
 On October 26, we kicked off year 2 of the Lender*VP Top 10
development priorities
 2012 will be a big year for your lending department as far as
implementing many of the changes from 2011
 I hope your team will celebrate their participating in year 1, and will be
a big part of the effort in 2012
 Next let’s review a few things I think
every CEO should be ready to cover
with their loan teams in 2012
75
http://lendervp.com/lendervp-priorities-for-2011/
LENDER*VP TOP 10: YEAR 2
Download the presentation from our October 26 event and brainstorm
with your team on what it will mean in the coming months
76
LENDING DEVELOPMENT FOR 2012
CHOOSING OUR NEXT TOP 10
1. App Check
2. Expanding the Loan Application
(employers/income)
3. Loan Queue Stats Enhancement
4. Integrating eDOC loan packages into
CU*BASE
5. New & Refinanced Loan History Report
6. Enhancements to
Online Applications
7. Net Yield analysis
tools
8. Associated Applications (marital
property and other situations)
9. CU*BASE SE (Servicer Edition)
10. Enhanced 247 Lender Decision Model
(joint filters, etc.)
77
Go to the Kitchen
and vote for your
favorites!
11. Mortgage Payoff Estimator / Payoff
Letter
12. Configurable Loan Officer Ratios (what
ratios would you use? what are the calcs?)
13. Loan Application Workflow Controls
14. Loan Product Controls (new defaults
and loan flow controls)
15. Create a new escrow type for PMI
16. New addendum record for separate tax
reporting, escrow analysis disclosure
change (CU*BASE SE)
17. Reporting Credit Score to Members via
Online Banking
18. Improving Credit Report Archival and
other Credit Report Enhancements
CREDIT SCORES HISTORY
ONE OF MY FAVORITES FROM THE TOP 10 LENDING FOCUS GROUP
 Create a new credit score history file to store data every time a credit
score is pulled for a member
 When implemented with the 11.5 (year-end) release, we’ll convert all
existing scores we find anywhere on your database, then going
forward this history will be populated each time a new score is
obtained from any source
Under
construction
...coming
soon!
Let’s take a
peek...
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SNEAK PEEK: CREDIT SCORES HISTORY
Under
construction
...coming
soon!
FULL PULL = your staff pulled a credit report
MANUAL = your staff entered the score manually
SOFT PULL = we ran a custom program to pull in
scores in a batch (for risk score adjustment,
promotions...ask Lender*VP about this service!)
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SNEAK PEEK: CREDIT SCORES HISTORY
Under
construction
...coming
soon!
Display 12 months
worth of scores in
graphical format
80
SNEAK PEEK: CREDIT SCORES HISTORY
In the design
phase: input
needed
Next step: displaying
scores to members
online...what are the
challenges?
81
ACCOUNTING TOP 10
WILL YOUR ACCOUNTING TEAM BE READY TO BE DEVELOPERS?
Watch the Kitchen and upcoming
announcements about the kickoff this
development project
82
WORKING THROUGH NEW LOOK-AND-FEEL IDEAS
AGGREGATION & TELLERING IN 2012
 Your teams have been reading about Teller Processing “Currently
Serving” in the Kitchen – 2012 will be a big year
83
CEOS CREATING AN INNOVATOR’S
CULTURE
BE A CHEERLEADER FOR IMPLEMENTATION
 BUILD IMPLEMENTATION INTO YOUR
BUSINESS PLAN
 SHOW A CALENDAR PLAN FOR DOING THE
WORK
 A PERFECT EXAMPLE: WHAT WILL YOU DO
WITH TEXT BANKING IN 2012?
BE A CHEERLEADER FOR IMPLEMENTATION
BUILD IT INTO YOUR BUSINESS PLAN
 I continue to see business plans related only to results, and when
results disappoint, Board and staff members become disillusioned and
start second guessing
 Does your business plan has some slam-dunk improvements built in?
 Do you inventory what is available and set goals to simply turn it on?
 Does your business plan include an innovator’s engine?
What does your savings products “release” for 2012 look like?
 What does your lending products “release” for 2012 look like?
 What does your member services “release” for 2012 look like?

 Do you have a process that crunches the numbers?

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Nominates x ideas, completes x
proofs of concept, and rolls out
x every year
Highlight what you know you will
do before you speculate on
what you wish you could do
BE A CHEERLEADER FOR IMPLEMENTATION
BUILD IT INTO YOUR BUSINESS PLAN
 When you write your
business plan, will you ask
your team leaders to
present 1-3 new tools
they can guarantee they
will turn on in 2012?
 What did they drive in
2010 and 2011 that have
still not shown up in your
membership offerings or
day-to-day operations?
86
How does an individual balance their own
priorities against an army of individuals
building a comprehensive solution?
Understanding the
squeaky wheel
principle (some
call it escalation)
http://www.cuanswers.com/client_release_summaries.php
A PICTURE IS WORTH A THOUSAND WORDS
WHAT WORK IS GUARANTEED IN YOUR BUSINESS PLAN?
If your team can’t give you a plan
equivalent to this, buy ours
87
A PICTURE IS WORTH A THOUSAND WORDS
WHAT WORK IS GUARANTEED IN YOUR BUSINESS PLAN?
When will you have a year-long plan around
outbound efforts? You’ve been saying you know
you have to go after revenue, but you refuse to
dial for bucks
2012: Can you put a
stake in the ground?
If your team can’t give you a plan
equivalent to this, buy ours
88
WILL YOU DRIVE A MEMBER WINNER IN 2012?
IT’S ME 247 MOBILE TEXT BANKING
 Beta-test status report:
Western Division CU: 177 two-way messages from 16 different accounts
 VacationLand CU: 97 two-way messages from 7 different accounts
 About 28 devices overall enrolled in the system
 Even Randy is sending text messages to CU*BASE these days!

 Software is available to all CUs now (in with 11.3); doc is available on
the Reference Materials page
 Soft rollout campaign to begin next week
 Grand opening planned after first of year, complete with marketing
collaterals
Let’s go over to
Randy’s account
and take a look
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WILL YOU DRIVE A MEMBER WINNER IN 2012?
IT’S ME 247 MOBILE TEXT BANKING
Results of our straw poll regarding member fees (out of 13 responses):
 1 CU plans to charge a monthly service charge only
 2 CUs plan to charge per-text fees only, tiered according to # of texts
 10 CUs plan to charge a small monthly fee and then a per-text fee if
member exceeds x texts per month
 All plan to use some sort of relationship waivers
Included right out of the gate: age, aggregate savings, aggregate loans, estatement enrollment, and presence of an OTB account
 Coming next year: Tiered Services and Marketing Clubs waivers

Thanks for the responses – we
got quite a few beyond 13,
just not to statistician in time
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TWO OTHER FAVORITE CEO INQUIRIES
MONEYDESKTOP AND BILL PAY FOR MOBILE WEB
 MoneyDesktop interface

Soft launch with 11.5
 EasyPay powered by iPay for Mobile Web

Soft launch with 11.5 (Dec.)
 EasyPay powered by Fiserv for Mobile Web

91
Soft launch with 11.6 (Mar./Apr.)
ONE MORE LOOK-AND-FEEL CONCEPT
(I CAN’T RESIST)
 New look for CU*Spy e-Statements
92
Thanks for the day!