Summit CU: Superior Tracking and Claims and Customized Service Optimize the Member Experience
Premium Experience, Customized Service
Summit Credit Union is an award-winning, member-owned financial cooperative that not only offers the financial products people want, but goes a step further, providing financial guidance, education, tools, one-on-one coaching, and innovative programs to empower their members wherever they are in their financial journey. Summit’s mission is to improve members’ financial lives to help them reach their dreams. Visit them at www.summitcreditunion.com.
Summit Credit Union, founded in 1935 by CUNA and originally known as CUNA Credit Union, has over $3.5 billion in assets, 189,000 members, and 39 branch locations in the state of Wisconsin. In 2016, State National was highly recommended to Summit’s management by a leading industry group as the best provider to manage their CPI program. Although the credit union wasn’t necessarily looking to switch providers, they decided to take a look at what State National had to offer based on that strong recommendation.
After reviewing State National’s proposal and talking to their people, Summit’s leadership team was immediately impressed with State National’s approach to portfolio protection. “The customer service we had before was decent,” said Chief Lending Officer Don Lickel, “but a lot of processes were manual and that can disrupt business and cause other issues. State National explained how running things with more automation and better technology would end up causing less noise overall and being better for everyone.”
Summit has found that promise to be true, starting right at the beginning with implementation. It was clear to their team that the conversion process was something State National was very used to doing. Even with the large number of loans being tracked (nearly 40,000) the transition went well and fairly seamlessly for the members.
“It’s all about the member experience, and how well the transition went is a testament to State National.”
One of the main things that stands out to Lickel is State National’s willingness to customize the portfolio protection experience to fit exactly what Summit needs, even going so far as to create an out-of-the-box indirect lending solution just for them as a pilot program. “It’s very unique — it’s like a concierge touch service. Scott Eaton and the care center down in Texas worked with us to make it happen. It’s a very nice thing for our staff and for our members.”