Zac King is a 34-year-old AVP, Card Payment Systems at Redstone Federal Credit Union ($3.4B) in Huntsville, Alabama, USA. This is his Finalist presentation that he gave in San Diego, California as part of the 2013 CUES Next Top Credit Union Exec competition.

1. Zac
King
AVP, Card Payment Systems
Redstone Federal Credit Union ($3.4B)
Huntsville, Alabama, USA.

2. Enriching the Member Experience
Zac King, AVP Card Payment Systems

3. Mission-to-Strategy
Striving to enrich the member experience…..
by providing competitive products and
services and leading innovation.
Redstone Federal Credit Union

4. Expected Results
Increased
Satisfaction
Scores
Redstone Federal Credit Union
Greater
Product
Utilization
Improved
Income
Statements

5. Be Competitive.
Redstone Federal Credit Union

6. Be Competitive in the Market
Completed Projects/Products
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•
•
•
Statement Offers
Transaction, Lending and Help Credit Cards
70,000+ Surcharge Free ATMs
Prepaid (Reloadable) Debit Card
Around the Corner….
• Home Equity Credit Card
• Debit Card Cash Rewards
• Employee Video Product Training/Quiz
Redstone Federal Credit Union

7. Lead Innovation.
Redstone Federal Credit Union

8. ATM Functionality: Break the Mold
Redstone Federal Credit Union

9. Credit Card Widget.
Redstone Federal Credit Union

10. Before October 2012
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•
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Internal Calls
Dual-log
Green Screens
Quicken
Member Comments:
• “I would like to view detailed information…without having
to sign in to another site.”
• “Why can’t I see my credit card information online?”
Redstone Federal Credit Union - Public

11. Working the Magic
• In-person workshop with vendor.
• Collaborated with Software Development.
• Provided clear direction.
• Followed the strategy, defined the purpose.
What CAN’T we do? What DON’T we do?
Redstone Federal Credit Union

12. Phase One Completion
Redstone Federal Credit Union

13. Phase Two: “Help”
• Add joint owner experience
• Real-time cash advance/ODP
• Point-and-click disputes
• Electronic balance transfer forms
• Immediate shut down
…..point and click increases?
Redstone Federal Credit Union

14. Solve for Redstone, solve for many.
Redstone Federal Credit Union

15. Q&A with
Zac