Here are 15 ways to engage in best practice director behavior, plus four governance patterns you should consider. By Deedee Myers, Ph.D., MSC, PCC Each organization has a culture, a way of practicing values and beliefs. In a credit union, the culture starts at the top—in the boardroom—and emanates from there to the executive team and staff.

A good prevention and mitigation strategy leverages process, technology and human expertise. By John Winstel Sponsored by Vantiv Fraud hurts consumers and merchants alike, but cardholders put an even greater level of trust in their financial institution to protect them and resolve any

When leaders connect with what’s important to their team members, dedication to the organization and commitment to the cause go up. By Sandra McDowell, CEC, PCC Do you want to engage others and increase their commitment to your organization?

Data-driven guidance for developing a successful program. By Shazia Manus Sponsored by TMG The notion that credit card rewards are superfluous generally manifests in one of two positions: Misconception 1:

CU staffers get great results when they put themselves in members’ shoes. By Laura Lynch At the ServiStar users group meeting in Atlanta last month, 100 credit union staffers put themselves in the shoes of their members and prospective members.

They promote dialog and thinking, have a diverse membership, know about partnering and leadership, and are self-aware. By Stephanie Schwenn Sebring Catalytic questions encourage dynamic dialog and critical thinking, and better thinking leads to a higher-performing organization, says Cathy Trower, Ph.D., president of Trower & Trower, Inc., Weare

Be prepared; speak with confidence and authority; and be an expert negotiator. By Brad Young Sponsored by SWBC Those of us that have been in the collections business for some time understand that calling and collecting past-due payments is not always a perfect science; sometimes, it’s more of an art.

Your board needs to establish the strategic context for your CU’s program. By Molly Parsells You see parents tell their children to think before acting. This is so the child has time to consider his options and respond to the situation he’s in, rather than just react to it.