By Devon Kinkead

As credit union executives navigate the complexities of 2025’s financial landscape, resources like Callahan & Associates’ recent presentation on “Credit Union Performance Benchmarking Trends: Building Aspirational Peer Groups” offer invaluable guidance. Delivered on October 2, 2025, this session, led by Andrew Lepczyk and Josh McAfee, shifts the focus from traditional representational benchmarking—mirroring the status quo—to aspirational peer groups that envision desired futures. Representing nearly 70% of industry assets and supporting over 700 credit unions, Callahan emphasizes setting quantitative goals to model scenarios, assess business models, and drive strategic growth. Key examples include tweaking loan portfolios for credit card expansion, growing non-interest income without fee hikes, and balancing capital amid asset growth. But how can credit unions turn these aspirations into reality? From the lens of prescreen marketing, as explored in Micronotes’ extensive resources, AI-powered tools provide the precision, speed, and compliance needed to bridge the gap between benchmarking ideals and operational success.

At its core, Callahan’s framework encourages credit unions to define aspirational peers based on specific outcomes, such as ideal asset mixes, earnings alternatives, or enhanced member engagement. This resonates deeply with prescreen marketing’s emphasis on data-driven personalization. Micronotes.ai highlights how processing over 230 million credit records weekly enables automated campaigns that target super-prime members for refinancing or cross-selling, while offering subprime segments secured loans or financial coaching. In our November 2025 post, “The Credit Barbell Effect“, we describe a market bifurcation where super-prime originations grew 9.4% and subprime 21.1%, with prime segments shrinking. Prescreen platforms capture both ends by delivering hyper-personalized firm offers, aligning perfectly with Callahan’s call for “growth engineering” through aspirational peers. For instance, a credit union aiming to boost credit card penetration could use prescreen analytics to identify members with high FICO scores (680-850) and no delinquencies, as demonstrated in Wright-Patt Credit Union’s case study, where 172,328 qualified mortgage candidates were pinpointed within branch proximity, unlocking $35.8 billion in potential volume.

One of Callahan’s key insights is the use of Peer Suite for performance projections, creating best-, worst-, and most-likely scenarios to evaluate tradeoffs. Prescreen marketing amplifies this by embedding continuous optimization and post-campaign analytics. As noted in Micronotes’ “The Precision Paradox“, community financial institutions excel in agility and trust, leveraging AI to refine targeting and achieve 3.2x revenue from primary relationships. Traditional batch-and-blast methods give way to iterative loops that measure response rates, cost per acquisition (CPA), and net present value (NPV), ensuring campaigns evolve toward aspirational goals. For credit unions modeling NIM-centric success—focusing on net interest margins—prescreen tools can prioritize high-DTI segments for debt consolidation, responding to market signals. This not only drives loan originations but also mitigates risks, with delinquency rates rising to 0.94% in Q3 2025 per Callahan’s Trendwatch takeaways, providing opportunities for proactive member support.

Compliance emerges as a non-negotiable in both frameworks. Callahan warns of limitations in peer groups, stressing that outcomes don’t always match intent and require deeper consultations. Micronotes addresses this head-on in “The Compliance Imperative”, integrating AI for compliance conformance under FCRA, ECOA, and Fair Housing Act, with pre-launch checks and disparate impact audits. This ensures prescreen campaigns avoid regulatory pitfalls while optimizing for performance, turning potential obstacles into strengths. For example, in navigating rising delinquencies—credit card rates exceeding 2% for the first time in 2025—prescreen marketing frames offers as empowerment tools, aligning with evolving debt perceptions tied to moral values, as discussed in “Navigating Credit Union Lending Strategies in 2026“. By automating workflows, credit unions reduce cycle times from months to 42 days, echoing lessons from Standard Chartered’s efficiency gains in “What Standard Chartered Taught Us About Speed“, where ranked backlogs and weekly huddles unlock revenue.

Member-centricity ties these elements together. Callahan’s aspirational groups target enhanced share-of-wallet and product penetration, while prescreen marketing fosters deeper relationships by addressing individual needs. With member growth ticking up to 2.2% in Q3 2025, per Trendwatch, and loan balances rising amid rate cuts (real estate up 24.2% year-over-year), hybrid models blending digital prescreening with branch proximity prove essential. Micronotes’ “Why Branches Still Matter“ reveals HELOC conversions drop beyond 15 miles, underscoring geo-weighted targeting to boost trust for high-stakes products. This approach not only achieves net negative acquisition costs, as seen in Q3 2025 trends where shares grew 4.6% but loans lagged at 3.4% (“Turning Credit Union Performance Trends Into Growth Opportunities),” but also supports community missions like homeownership and financial wellness.

In reflecting on Callahan’s benchmarking trends, prescreen marketing emerges as the operational engine for aspirational goals. By leveraging AI for precision, automation for speed, and analytics for optimization, credit unions can transform data into actionable strategies. As net interest margins hit 3.38% outpacing operating expenses (3.11%), per Q3 insights, there’s flexibility to invest in these tools without compromising ROA (0.81%). Yet, success demands a shift from reactive to proactive: starting small with pilot campaigns, as advised in Micronotes’ resources, and scaling through virtuous feedback loops.

Ultimately, this integration positions credit unions not just to survive economic uncertainties—like inflation, tariffs, and rate compressions—but to thrive as catalysts of prosperity. Executives should explore Micronotes’ prescreen solutions alongside Callahan’s Peer Suite to craft bespoke paths forward. In 2026 and beyond, those who blend aspirational vision with precise execution will lead the industry, delivering hope and value to members while securing sustainable growth.

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By Devon Kinkead

For busy credit union executives, it can be hard to keep up with every data point, trend line, or white-paper arguing for one initiative or another. But a recent Callahan report offers more than just charts and ratios: it reminds us that credit unions operate in a dynamic marketplace, where margins, member behaviors, and competitive pressure shift continuously. For those of us who’ve long believed in the power of data-driven member outreach, this analysis should reinforce a critical conclusion: it’s time to revisit — and perhaps double down — on automated prescreen marketing.

What the Callahan Piece Signals (Loud and Clear)

The Callahan article’s broader messages are consistent with what we’re seeing across the industry:

• New member growth slowing across almost all asset sizes.
• Performance gaps between different asset sizes are altering portfolio composition.  
• A recognition that seeing what comes in the door or broad-based outreach and “spray and pray” marketing approaches no longer suffice to drive loan growth or member engagement in a competitive, digitally-savvy financial marketplace. Implicitly, this argues for smarter, more surgical interventions.

Put simply: the industry is at a crossroads. Institutions that rely on legacy new member acquisition and wallet share expansion approaches or “wait and see” thinking risk being left behind, permanently.

How Prescreen Marketing (Especially Automated) Answers the Call — and Supports the Credit Union Mission

That’s where prescreen marketing becomes not just useful, but mission-critical. Here are a few ways it matches perfectly with the challenges and opportunities facing credit unions today:

1. Efficiency and Precision in Targeted Lending:

• Prescreen marketing allows you to proactively identify members or prospects who already meet defined credit criteria and are therefore likely to qualify for loans or refinancing.
• By focusing only on credit-ready members, you reduce the wasted cost and overhead of broad marketing — which in times of margin pressure and competitive noise is a meaningful advantage.

2. Deeper Member Relationships, Better Service:

• Automated prescreen campaigns enable you to reach members who may be overpaying or carrying high-cost debt and offer them better credit products or refinancing at the right moment. That isn’t just about making loans — it’s about helping members save money, improve their financial health, and feel the credit union truly cares for them.
• When credit unions communicate proactively and personally — rather than waiting for members to walk in or fill out applications — it strengthens trust. That kind of trust is a competitive differentiator when larger banks or fintechs are chasing the same customers.

3. Aligning Growth with Mission and Community Impact:

• Members who reduce debt or refinance at better rates often free up disposable income — which then circulates back into the local economy.
• That’s more than good business: it’s the essence of what many credit unions were founded to do — improve financial well-being and support community prosperity. Automated prescreen isn’t at odds with mission — it amplifies it.

4. Leveraging Moment of Market Opportunity:

• Prescreen marketing — especially automated solutions — often offers high ROI, because it cuts down marketing waste and improves conversion compared to traditional blanket mailers or generic digital ads. In fact, case studies show credit unions using prescreen data have achieved strong new-loan balances and meaningful ROI.
• The HELOC consolidation opportunity is at a historic high with the intersection of record revolving debt and record home equity; prescreen marketing can capture this huge opportunity at a profit.

What Hesitation Costs — and Why Delay Might Be Risky

The gap between credit unions that adopt modern, data-driven outreach and those that don’t may widen quickly. Credit unions that hesitate risk:

• Losing loan-volume opportunities as liquidity sits idle, while members who could use refinancing or better rates take business elsewhere (fintechs, banks, other credit unions).
• Falling behind peers who use automation to drive member engagement and loyalty — and thereby weakening their competitive position not gradually, but sharply.
• Undermining their mission: if part of the credit union’s purpose is improving member financial health, failing to proactively offer better credit or refinancing is a missed opportunity to deliver on that promise.

In short: hesitation isn’t just lost revenue. It’s lost relevance.

What Leaders Should Do — A Practical Action Plan

If you’re a credit union executive here’s a practical roadmap to act upon:

1. Assess your data and marketing stack — Do you have the credit bureau data access, post-campaign analytical capabilities, and compliance infrastructure needed to run prescreen campaigns? If not, identify partners or vendors (or build internally) to close the gap.
2. Pilot an automated prescreen campaign — Start modestly: perhaps refinance-eligible auto-loans, or a subset of members likely to benefit from lower rates. Track key metrics: response rate, conversion rate, ROI, member feedback.
3. Embed member-health and community benefit in your campaign messaging — Position your offers not just as business opportunities, but as ways to support members’ financial well-being, reduce debt burden, and contribute to community strength.
4. Measure, iterate, and scale — Use campaign data to refine credit criteria, messaging, timing, fulfillment channels. As you gain confidence, expand the scope.
5. Communicate internally and externally — Ensure your board, leadership team, and staff understand how prescreen marketing aligns with your mission; frame it as a member-centric, strategic initiative — not just a revenue play.

Why This Moment Matters — and Why Credit Union Executives Should Care

Overall member growth declines coupled with member growth and loan portfolio composition differentials between large and small credit unions reflect an inflection point in the credit union industry — a moment when external pressures (competition, fintech, shifting member behavior) collide with internal imperatives (mission, community service, financial stewardship).

In that context, automated prescreen marketing isn’t just another tactic; it’s a strategic lever. It offers a way to reconcile the often-competing demands of growth and mission. It gives credit unions a chance to lean into their strengths — member trust, community roots, personalized service — while leveraging modern data, automation, and marketing discipline to remain relevant and competitive.

For credit union executives, the question isn’t “Can we justify prescreen marketing?” — the question is “Can we afford not to?”

Because the institutions that act decisively, invest now, and commit to using data to deliver real member value may well be the leaders of the next chapter of the credit union movement.

By Devon Kinkead

As we look ahead to 2026, credit unions face a dynamic lending landscape shaped by economic pressures, shifting consumer behaviors, and regulatory demands. At Micronotes, we’ve long championed data-driven prescreen marketing to help financial institutions like credit unions optimize their lending portfolios. Drawing from recent research on debt perceptions and alarming trends in subprime auto loan delinquencies, this blog explores strategic imperatives for credit unions to thrive. By leveraging AI-powered personalization and precision targeting, credit unions can mitigate risks, boost member engagement, and drive sustainable growth—all while aligning with their member-centric missions.

The current economic climate underscores the urgency for adaptive strategies. A recent analysis highlights that subprime auto loan delinquencies hit a record 6.65% in late payments of 60 days or more, the highest since the early 1990s, according to Fitch Ratings. This surge coincides with Tricolor Holdings’ bankruptcy, signaling vulnerabilities in high-risk lending. Factors like skyrocketing average new car prices—around $50,000—and elevated interest rates have amplified financing costs, outpacing inflation in other sectors. As MIT Sloan’s Christopher Palmer notes, this reflects broader strains on vulnerable households, where auto loans serve as economic lifelines for commuting, education, and family needs. Unlike mortgages or student loans, car repossessions can occur swiftly, exacerbating financial distress.

Yet, this isn’t a repeat of the 2008 subprime mortgage crisis. Auto loans represent a fraction of total debt—mortgage balances are nearly eight times larger, per the New York Federal Reserve—and institutions aren’t as exposed. Delinquencies haven’t yet translated into widespread defaults or bankruptcies, as Moody’s Analytics observes. Still, for credit unions, these trends signal a need to refine lending approaches, particularly in auto, personal, and home equity lines of credit (HELOCs).

Complementing this is emerging research on Americans’ views of debt, which reveals moral dimensions influencing financial decisions. A study from MIT Sloan, involving surveys and experiments, shows that attitudes toward debt are deeply tied to personal moral values—such as duty and honor in repayment—rather than just financial literacy. Respondents prioritize moral considerations in hypothetical scenarios, suggesting that debt aversion stems from ethical frameworks. This has profound implications: Credit unions must craft lending products and marketing that resonate with members’ values, framing offers as tools for financial empowerment rather than burdensome obligations.

In 2026, we anticipate a bifurcated credit market—the “barbell effect”—where super-prime originations grow by over 9% and subprime by 21%, while prime segments shrink. Credit unions, with their community roots, are uniquely positioned to navigate this. At Micronotes, our Prescreen platform processes over 230 million credit records weekly, enabling automated prescreen campaigns that target both ends of the spectrum. For super-prime members, strategies focus on refinancing and cross-selling wealth products, like consolidating high-interest credit card debt into lower-rate personal or home equity loans. Imagine offering a member a personalized deal: “Reduce your 19.89% credit card rate to 8.64% with our consolidation loan—saving $X monthly.” Such precision lifts conversions and fosters loyalty.

For subprime segments, risk management is paramount amid rising delinquencies. Prescreening allows credit unions to assess risks granularly, offering graduated products like secured loans or debt consolidation tied to financial coaching. This mirrors initiatives like Wright-Patt Credit Union’s homeownership program, where prescreen identified 172,328 mortgage candidates, unlocking $35.8 billion in potential volume, plus cross-sell opportunities in auto refinances ($1 billion) and HELOCs ($6.7 billion). By integrating behavioral triggers—such as proximity to branches for trust-building—campaigns can achieve net negative acquisition costs, turning marketing into a profit center.

Compliance remains a cornerstone, especially with AI’s role in lending. The Fair Credit Reporting Act (FCRA) demands auditability, and variables like credit scores or ZIP codes can introduce bias. Micronotes embeds compliance from campaign design, using pre-launch checks and post-campaign analytics to detect disparate impacts. This feedback loop—measuring response rates, cost per acquisition (CPA), and profitability—enables continuous optimization.

Speed and agility will differentiate winners. Drawing from agile frameworks like those at Standard Chartered, credit unions should adopt rank-ordered backlogs for prescreen campaigns, limiting work-in-progress to slash cycle times. Weekly huddles and improvement sessions can address bottlenecks, from data inputs to creative launches. This ensures offers reach members amid fast-moving events, like interest rate shifts or economic dips.

Branches, too, evolve in this strategy. Our data shows HELOC conversions plummet beyond 15 miles from a branch, underscoring proximity’s role in high-stakes decisions. A hybrid model—geo-weighted digital marketing for distant members, in-person reassurance for locals—maximizes impact.

Looking to HELOCs as a growth area, 2026 strategies should monitor “market signals”—debt pattern drifts, competitor encroachments, or prime underperformance. Persistent digital presence, rapid response protocols, and differentiated value (e.g., flexible draw periods) will capture share. Micronotes’ platform facilitates this by offering extensive post campaign analytics to scaling successes and delete failures.

Ultimately, credit unions’ lending success in 2026 hinges on precision over scale. Community institutions leverage trust and agility to outmaneuver big banks, achieving 3.2x revenue from primary relationships. By embracing prescreen marketing, credit unions can align with members’ moral views on debt—positioning loans as honorable paths to stability—while sidestepping delinquency pitfalls. At Micronotes, we’re committed to empowering this shift, helping you turn data into meaningful member outcomes. As delinquencies remind us, proactive, personalized strategies aren’t just smart—they’re essential for resilient growth.

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By Devon Kinkead

If your 2026 plan still waits for balances to drop before you act, you’re showing up after the goodbye. The winners will spot “why” and “when” long before the money moves—then intervene with the right human + digital touch.

Context: what history taught us

Across the 2008 crisis, the long zero-rate era, and the rate whiplash of 2022–2024, one pattern held: deposits flow to whoever delivers clarity and convenience at the moment of need. Institutions that treated retention as an always-on discipline—proactive outreach, clean journeys, fee fairness—lost less and deepened more. The next cycle won’t be kinder. Customers expect their bank to already know what they need, and your teams must execute without friction.

What’s different now (and why it matters)

1. Hidden pain points are the churn factory. Traditional retention models are reactive. They see the balance drop; they miss the string of frictions that caused it. New research in banking CX highlights how banks overlook broken journeys (e.g., dispute loops, fee surprises) because signals are buried in silos; graph-style analytics can reveal these relational, cross-journey patterns and surface early attrition clusters—before accounts close. The Financial Brand
2. Life events are the deposit moment. The biggest inflows (bonus, inheritance, home sale, business liquidity) are also the riskiest moments for attrition if you don’t engage in time. Micronotes’ “Exceptional Deposits™” approach detects outlier deposits in real time and launches a micro-interview in mobile/online banking to capture intent, route to a banker (when needed), and convert the moment into a stickier relationship. Micronotes+2
3. Execution is a people system problem. Retention programs stall when meetings multiply and teams burn cycles on rework. MIT Sloan’s Leading the Future of Work research shows meeting-free days materially raise autonomy, communication, satisfaction and productivity—peaking around three no-meeting days per week. That’s an operations unlock for any cross-functional retention “tiger team.” 
4. Culture is capacity. Toxic culture is the single strongest predictor of employee attrition—10x more powerful than pay during the Great Resignation—draining service quality right where retention is won or lost. Fixing retention without fixing culture is bailing water with a hole in the boat. 
5. Happy teams perform better. Large-scale evidence finds employees with higher baseline well-being dramatically outperform peers (about 4x more awards in a longitudinal study), a reminder that frontline engagement directly affects customer retention moments. 

The 2026 Micronotes-informed retention system

1) Detect sooner: instrument your “why”

• Adopt relationship/graph analytics to connect customers, products, journeys, fees and service interactions. Look for clusters: e.g., a spike in disputes linked to one ATM or app flow. Use these maps to route proactive outreach to the entire at-risk group, not just the loudest caller. The Financial Brand
• Wire in life-event detection. Enable Exceptional Deposits™ on your digital rails so a statistically unusual deposit triggers a short, conversational interview (not a static banner) to learn intent—saving for a home, paying down debt, moving money to a brokerage—and present the most relevant option (growth CD with partial withdrawal, wealth consult, 529, treasury management). Micronotes+1

2) Act faster: shrink time-to-help

• Automate the “handoff contracts.” For every triggered conversation, define the exact deliverable to the next role (advisor, branch, operations). No email ping-pong. The Micronotes model moves typical cases to auto-fulfillment and only escalates atypical ones to leaders. Micronotes
• Fix the top three journey breaks each quarter. Use your graph findings to quantify loss from each friction (e.g., disputes that generate overdraft fees and callbacks) and repair in order of revenue at risk. The Financial Brand article stresses moving beyond row-and-column analytics to relational issues like network contagion and bank-driven frictions. The Financial Brand

3) Personalize the save

• Event-aware offers beat blanket rates. If a life event is inferred (job change, move, retirement), lead with the adjacent need (mortgage portability, financial plan) and then the deposit wrapper (laddered CDs, HY savings). That positioning boosts relevance and stickiness. The Financial Brand
• Close the Gen Z relevancy gap. Younger customers expect anticipatory, AI-driven guidance and will walk if they feel unseen—so the “interview at the moment of deposit” is not cute UX; it’s table stakes. The Financial Brand

4) Prove it with tighter metrics

• Measure beyond balance. Track retention lift, balance persistence at 30/90/180 days, incremental NIM, cross-sell uptake, complaint rate, and time-to-resolution. Micronotes advocates running a 30-day pilot to baseline these metrics and demonstrate lift quickly. Micronotes

Operating model upgrades (so this actually ships)

• Institutionalize “no-meeting days” for the retention squad (e.g., Tue/Wed/Thu meeting-free). Expect higher productivity, lower stress, and better collaboration scores—conditions that accelerate journey fixes. 
• Make culture a KPI. Report quarterly on micro-cultures in service, fraud, digital and branch teams. Toxic pockets sabotage retention; leaders must detect and detox them with the same rigor used for NIM. 
• Hire and develop for well-being. Treat team well-being as a performance input: happier, more optimistic employees measurably outperform, which shows up in faster, friendlier saves. 

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What to start next week

1. Stand up a 30-day pilot: feed digital/mobile data to trigger Exceptional Deposits™; measure retention lift, balance persistence, and NIM. Micronotes
2. Map one friction end-to-end (e.g., disputes) using graph analysis; publish a 60-day fix plan with dollar impact. The Financial Brand
3. Protect execution time with two to three no-meeting days for the squad; review outcomes monthly. 

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The forward look

By 2026, deposit retention won’t be about paying the highest teaser rate. It will be about seeing the moment, asking the one right question, and moving fast—with culture and workflows that make great saves the default. If you can detect life events as they happen, fix the few frictions that matter, and let data guide timely human outreach, you’ll keep the dollars and the relationship.

By Devon Kinkead

The credit union industry enters 2026 facing a paradox. Second-quarter 2025 data from Callahan & Associates reveals operational resilience—net interest margins climbing to 3.32% and return on assets improving—yet member growth has slowed to rates unseen in over a decade. Regional disparities are widening, with Western states thriving while parts of the Midwest and South lose members entirely. As economic uncertainty drives members to save more, credit union leaders must rethink their fundamental approach to leading organizations through complexity.

MIT Sloan Management Review’s research on the future of work offers a compelling framework for navigating these challenges—spanning employee well-being, meeting culture, toxic workplace dynamics, and organizational resilience. Each principle speaks directly to the headwinds credit unions face.

Happiness as a Performance Strategy

Credit unions competing for talent against larger banks and fintechs should take note of striking MIT Sloan research: employee happiness predicts exceptional performance more powerfully than any demographic factor. In a study of nearly one million U.S. Army service members tracked over five years, the happiest employees earned four times as many performance awards as the unhappiest—a finding that held across over 190 job categories and remained significant after controlling for education, experience, and background.

For credit unions watching member growth slow to 2.0% annually, investing in employee well-being isn’t a soft initiative—it’s a competitive necessity. The research identifies three actionable steps: measure happiness in hiring and ongoing assessments using validated tools, develop it through evidence-based exercises like gratitude practices and strengths identification, and retain happy employees who spread positivity throughout the organization. With core members deepening relationships and increasing average balances by $435 over the past year, frontline employee engagement directly shapes whether that momentum continues or stalls.

Reclaiming Time Through Meeting-Free Days

MIT Sloan research across 76 companies reveals a counterintuitive finding: reducing meetings by 60%—equivalent to three meeting-free days per week—increased cooperation by 55% and reduced stress by 57%. Productivity rose 73%, and satisfaction climbed 65%. Perhaps most surprisingly, communication improved rather than deteriorated as employees found better asynchronous ways to connect using project management tools and messaging platforms.

For credit unions navigating the tension between member service and operational efficiency, this offers a practical lever. With indirect lending contracting 1.2% year-over-year as cooperatives redirect resources toward organic member growth, staff need focused time to develop relationships and pursue meaningful work. The research suggests the optimal balance leaves only two days per week for meetings, preserving three for concentrated effort while maintaining essential social connections.

Detoxifying Culture Before It Drives Attrition

MIT Sloan’s analysis of over 1.3 million Glassdoor reviews identified toxic culture as the single best predictor of attrition during the Great Resignation—ten times more predictive than compensation. The researchers pinpointed five attributes that poison culture in employees’ eyes: disrespectful, noninclusive, unethical, cutthroat, and abusive environments. Notably, inclusion emerged as the most powerful predictor of whether employees view their organization as toxic.

The geographic variation in credit union member growth—strong in Utah, Oregon, and California; weak or negative in Ohio, Indiana, and South Carolina—may reflect cultural factors alongside economic ones. Credit unions in struggling markets should examine whether pockets of toxicity exist within their organizations, even if aggregate culture scores appear healthy. The research warns that measuring culture only in averages can obscure experiences that profoundly affect subsets of employees. For an industry built on cooperative values and community trust, ensuring every employee experiences those values daily is strategically essential.

Building Resilience Through Systems, Not Slogans

As members respond to economic anxiety by increasing savings to 4.5%—the highest personal savings rate in a year—credit union employees face their own uncertainties about the future. MIT Sloan researchers caution against simply telling employees to be resilient. Instead, leaders must create environments where resilience becomes easier through shared practices, meaningful one-on-one conversations, and systems that support well-being collectively rather than placing the burden on individuals.

Practical applications include establishing team rituals that provide stability during uncertainty, using one-on-one meetings for genuine support rather than status updates, and creating shared language that makes it safe to acknowledge struggles. Since the pandemic, having a supportive manager has become the largest predictor of workplace happiness—nearly twice as important as purpose—making these leadership behaviors directly consequential for organizational performance.

The Leadership Imperative

The credit union industry’s 2025 performance data reveals organizations that remain operationally sound but face structural challenges requiring adaptive leadership. Net interest margins provide breathing room; declining member growth creates urgency. MIT Sloan’s research suggests that technical strategies alone won’t suffice.

The leaders who will guide their credit unions successfully through 2026 will prioritize employee happiness as a driver of exceptional performance, protect focused work time while maintaining meaningful connection, actively monitor for and address toxic microcultures, and build systems that support resilience rather than simply demanding it. For an industry founded on people helping people, this human-centered leadership framework aligns naturally with credit union identity. The question is whether leaders will embrace it with the intentionality the moment demands.

By Devon Kinkead

When Nelson Repenning, my former professor at MITSloan, business partner, and friend and Don Kieffer tell the Standard Chartered story in their new book, There’s Got to Be a Better Way, the headline isn’t “more meetings fixed everything.” It’s that good work design turned a 120-day approval slog into a 20-day flow, unlocking >$250M/year in otherwise foregone revenue. They did it by (1) connecting the human chain—putting all 16 risk owners and project leads in a single weekly huddle guided by a rank-ordered “common backlog”—and (2) regulating the flow so the top one or two items got finished every week before starting more. 

That one design change eliminated the asynchronous back-and-forth (conflicting asks from separate risk functions, local reprioritization, task-switching) that was burning calendar and cash. And because work flowed in a shared lane, problems surfaced immediately and were handled in a separate weekly “improvement hour.” 

There’s a second lesson embedded earlier in the book: start small, let results travel. At Standard Chartered, thousands of bite-size problem-solving projects compounded to $150M impact in <2 years and 10,000 colleagues using the method. 

Now, what does that imply for loan growth using automated prescreen marketing?

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Prescreen has the same failure modes—and the same fixes

Automated prescreen lives at the intersection of lending (underwriting, rates), marketing (creatives, cadence), risk/compliance (FCRA), data (Experian ADS), and channels (email, direct mail, digital banking, SMS). The work crosses functions, so static, serial handoffs create the exact gridlock, task-switching, and local prioritization that slowed Standard Chartered’s approvals. 

Micronotes Prescreen is built to automate the mechanics—eligibility, offer generation, file exchange with Experian, compliant creatives, launch and reporting—but organizational flow decisions still determine your cycle time from “market signal” to “offer in-hand.” 

Here’s how to apply Standard Chartered’s moves to prescreen—verbatim, this quarter.

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1) Create a single, rank-ordered Prescreen Backlog (the “common backlog”)

• Make one list of the top 3 prescreen “slices” (e.g., Auto Refi for existing customers, HELOC consolidation within geo X, Personal Consolidation to attriters). Order by NPV per calendar day so every day of delay is visible cost—just as Standard Chartered priced each day of approval slip. Then, finish the top 1–2 slices every week. 
• Tie each slice to concrete inputs Micronotes Prescreen needs: underwriting criteria, rate/fee sheets, campaign settings. Don’t start the slice until those inputs are “clean.”
• If you don’t have the data to start building a Prescreen Backlog, get a free near-branch loan growth opportunity analysis here.  

Why this works: a common backlog kills local reprioritization (“my campaign first”) and channels everyone to the system’s critical path—exactly what drove the 120→20-day drop at Standard Chartered. 

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2) Run a weekly Prescreen Huddle plus a separate Improvement Hour

• Huddle (45–60 min): CLO, CMO, Compliance, Risk/CRO, IT/Data, and Campaign Ops meet once, live. Review the top of the backlog: Did last week’s slices ship? What’s blocking the next two? No status theater; demo the actual deliverable (selection file generated, creatives FCRA-checked, Experian file returned, comms in the queue). Micronotes enable this process through a weekly campaign update email as shown below in figure 1.  

Figure 1

• Improvement Hour (30–60 min): Pick one change you can make this week to remove the biggest blocker (e.g., rate-sheet version control; faster compliance template path, faster responses on creative updates). This mirrors Standard Chartered’s second weekly ritual. 

Why this works: separating delivery from improvement keeps flow moving while also increasing capacity week-over-week. 

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3) Visualize the work with a simple wall/board tied to the tool’s artifacts

Map the end-to-end Micronotes Prescreen flow for each slice and move a single card left-to-right only when the real artifact exists:

1. Inputs locked (underwriting, rates/fees, campaign settings) → 2) Selection file generated & sent → 3) Prescreen file received (PII) → 4) Compliant creatives approved → 5) Channel queued → 6) Launched → 7) Results posted (opens/CTR/response, booked loans/HELOCs, NPV).

This keeps everyone aligned to the actual mechanics of the platform—Experian ADS, selection/prescreen file exchange, FCRA-checked creatives, and deployment/reporting—so you’re visualizing truth, not opinions.  Micronotes facilitates this process with a Monday.com work board.

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4) Limit WIP: fewer slices in process → faster cycle times

If the board “goes pink” (everything is late), you’ve overloaded the system. Cancel or pause slices until work moves. Don’t confuse busy people with a productive system—a misconception Standard Chartered had to dismantle. 

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5) Start small and scale

Pilot with one campaign (e.g., ALR to existing members via email). Prove cycle-time and revenue gains, then replicate. That’s how impact spread inside Standard Chartered—thousands of small wins rolling up to nine-figure value. 

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A 90-day prescreen playbook (field-tested)

Weeks 1–2: Design for flow

• Stand up the single backlog (top 20 slices ranked by NPV/day).
• Establish the weekly huddle + improvement hour; publish attendance and rules of engagement.
• Finalize the wall/board mapping the Micronotes Prescreen stages to visible artifacts. 

Weeks 3–6: Ship two slices

• Lock underwriting criteria + rate/fee sheets for slice #1 and #2.
• Generate Selection File → send to Experian → receive Prescreen File (PII); stage compliant creatives; launch. 

Weeks 7–10: Raise the ceiling

• Use Improvement Hour to remove the biggest blocker (e.g., rate-sheet freshness, compliance templates).
• Review post campaign analytics and determine what’s winning market share and what isn’t.

Weeks 11–13: Scale what works

• Keep backlog strictly ordered; finish the top 1–2 every quarter.
• Publish results: cycle time (days from slice start→launch), booked balance/loans, NPV/day freed by faster flow. Tie back to objectives: marketing share, wallet share, conversion, compliance, reporting. 

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What to measure (and why finance will love it)

• Cycle time per slice (days): Your version of Standard Chartered’s “120→20.”
• $ per calendar day: NPV of incremental bookings divided by elapsed days, so the backlog is ordered by value of speed (not politics).
• Right-first-time rate: % of slices that launch without rework (proxy for clean inputs & compliance).
• Throughput: slices shipped per week.
• FCRA compliance adherence via templated creatives & approvals in the tool. 

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Bottom line

Standard Chartered’s results didn’t come from heroics—they came from designing the work to flow across functions: a single backlog, one weekly lane to finish work, and a habit of fixing the system every week. Automated prescreen has the same cross-functional anatomy and benefits from the same operating system. Wire these principles on top of Micronotes Automated Prescreen—clean inputs → selection → Experian → PII → compliant creatives → launch → learn—and you’ll reduce time-to-offer, raise conversion, and create space for discovery instead of firefighting. 

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Source: Repenning & Kieffer, There’s Got to Be a Better Way (Standard Chartered approvals flow, common backlog, improvement hour, and quantified impact). 

By Devon Kinkead

Introduction

Banking futurists keep announcing the death of the branch. Yet, real data tells a more complicated story.

Micronotes’ post-campaign analytics revealed that home equity loan conversions increased sharply the closer members lived to a branch. Members within one mile of a branch converted at five times the rate of those more than five miles away — and beyond 15 miles, conversions nearly vanished.

That finding seems to contradict Brett King’s provocative thesis in Branch Today, Gone Tomorrow, summarized in The Financial Brand, which argues that branches have become functionally irrelevant in the digital age.

So which is true? Are branches still essential, or are they obsolete?

The Data: Distance Still Drives Conversions

Distance Range (mi)	Conversion Rate
0–1	0.5 %
1–5	0.1 %
5–10	0.1 %
10–15	0.2 %
15+	0 %

Micronotes Analysis, Feb 2025 — new customer HELOC Firm Offer of Credit

Why This Happens: It’s Not About Transactions — It’s About Trust

The conversion lift near branches isn’t a relic of paper processes — it’s a psychological signal. Physical proximity reinforces trust, familiarity, and confidence in a brand’s permanence.

When the product is high-stakes — like pledging home equity — prospects want the reassurance that someone nearby can help. A branch’s mere existence reduces perceived risk, even if the borrower never walks through the door.

In short: branches still move people, even if they no longer move paper.

Behavioral Mechanisms Behind the Branch Effect

1. Trust & Reassurance
   Proximity communicates stability — “If I need help, I know where to go.”
2. Hybrid Journeys
   Digital buyers still toggle between screens and conversations. A nearby branch lowers friction when they need a human step.
3. Local Brand Exposure
   Branch presence amplifies marketing awareness via signage, sponsorships, and community footprint.
4. Engaged Member Cohorts
   Households near branches often have stronger engagement or relationship tenure, which compounds conversion probability.

Reconciling Brett King’s Argument

Brett King is right about one thing: the traditional, transaction-centric branch has reached the end of its useful life.
Routine banking is mobile-native. Consumers want instant, 24/7 access and invisible infrastructure.

But our data show that for high-trust, high-involvement decisions, branches still exert measurable influence.
They no longer define banking — they reinforce belief in the institution behind it.

In that sense, King’s thesis and the Micronotes findings are two sides of the same coin.
Branches aren’t obsolete; they’re evolving from utility to symbol.

The New Model: Branch-Light, Trust-Heavy

1. Digital-First, Branch-Smart
   Design campaigns digitally — but leverage branch proximity as a conversion multiplier for complex products.
2. Geo-Weighted Marketing
   Use distance from branch as a predictive variable. Increase bids or offer value inside a 15-mile “trust radius.”
3. Redefine the Branch Footprint
   Shrink physical square footage, but expand reach through micro-hubs, co-locations, and advisory centers.
4. Equalize Digital Trust for Distant Members
   Provide virtual consults, video closings, and live-chat concierge services to neutralize the distance penalty.

The Takeaway

The data and the futurists are both right — just about different things.
Yes, digital dominates transactions. But trust — the invisible currency of banking — still benefits from physical proximity – particularly when the stakes are high.

Branches may be fewer and smaller in the future, but they’ll remain powerful conversion amplifiers in markets where emotion, risk, and reassurance intersect.

The smartest banks won’t be branch-heavy or branch-free. They’ll be branch-light — and trust-rich.

By Devon Kinkead

The shift in American retirement investing over the past two decades offers crucial strategic insights for community financial institutions. According to Parker et al.’s forthcoming Journal of Finance study, middle-class Americans now invest 71% of their retirement wealth in equities—a dramatic increase from the 58% documented by Ameriks and Zeldes (2004) in the 1990s—largely driven by Target Date Funds (TDFs) becoming default investment options after the 2006 Pension Protection Act (PPA).

Understanding Target Date Funds

Before diving into the implications, it’s worth explaining what made TDFs so transformative. A Target Date Fund is essentially a “one-stop shop” retirement investment that automatically adjusts its mix of stocks and bonds as you age. Think of it like cruise control for your retirement savings. If you’re 30 years old and plan to retire around 2060, you’d choose a “2060 Fund.” According to Parker et al.’s research, “A typical TDF maintains 90% of its assets in equity funds until roughly 20 years before retirement date, and then decreases this share as employees age to 40-50 percent in equity at target retirement date.” The genius is that this rebalancing happens automatically. You don’t need to remember to make changes, understand market timing, or even know what percentage of stocks versus bonds is appropriate for your age. The fund does all of this for you, solving a problem that had plagued retirement savers for decades: most people either took too much risk near retirement or too little risk when young.

The Power of Smart Defaults

The most striking finding is how effectively default options shape financial behavior. Parker et al. document that when employers switched to TDFs, “younger new enrollees (those aged 25-35 when they enroll) [invested] 5% more of their financial wealth in the stock market” (specifically 5.5% as shown in Table IV). Meanwhile, older workers reduced equity exposure—both moves aligned with optimal lifecycle investing theory. Remarkably, even workers who weren’t defaulted into TDFs eventually adopted similar strategies, with the researchers noting this “convergence” effect over time.

For community banks and credit unions, this demonstrates the enormous responsibility and opportunity in product design. When we talk about “defaults,” in this context, we mean the pre-selected options that automatically apply unless a customer actively chooses something different—like the standard overdraft protection settings on a checking account or the automatic minimum payment on a credit card. Every default setting—from savings account auto-transfers to loan payment structures—shapes member financial health at scale.

Income Disparities Demand Targeted Solutions

The research reveals stark differences by income level. According to Table IV, lower-income workers benefited most from TDF defaults, with their equity allocation increasing by 5.99% compared to just 1.86% for workers in the highest income tercile. This suggests automated, well-designed financial products can help close wealth-building gaps.

Community financial institutions, which often serve more diverse income populations than large banks, should prioritize developing simplified, automated products that guide less financially sophisticated members toward better outcomes without requiring active management.

The Persistence Problem in Savings

While portfolio allocation improved dramatically, contribution rates barely budged. The study finds that “average retirement saving rates across all birth cohorts average 4.5% at age 25 and 8.5% at 65 years of age.” The Pension Protection Act’s savings-focused provisions actually correlated with decreased contribution rates initially. As shown in Table VI, “those aged 25-35 [had] -0.43% of income [lower contributions] for those age 25-35, and [this] becomes increasingly negative with age, reaching -1.2% for those age 55-65.”

This highlights a critical challenge: changing savings behavior is far harder than changing allocation behavior. Community institutions need to recognize that simply offering better savings products isn’t enough—they need comprehensive strategies addressing the psychological and structural barriers to saving.

Strategic Imperatives for Community Institutions

1. Embrace Behavioral Architecture Design products with optimal pre-set features based on member demographics and lifecycle stages. A 25-year-old opening their first checking account should have different automatic settings (like default savings transfers or overdraft preferences) than a 55-year-old consolidating retirement accounts.

2. Automate Complexity Away TDFs succeeded by making sophisticated rebalancing automatic—growing from “less than $8 billion in 2000 to managing almost $6 trillion in 2021” according to the paper. Community institutions should similarly embed financial expertise into product structures, offering “set-it-and-forget-it” options for debt payment optimization, emergency fund building, and long-term savings.

3. Deploy Continuous Automated Prescreening Following the model described by services like Micronotes, community institutions should implement continuous automated prescreening to identify when members qualify for better rates or products. This proactive approach can automatically alert members when they’re eligible for lower-cost loans or better account features, reducing borrowing costs without requiring members to constantly shop around. Just as TDFs automatically rebalance portfolios, automated prescreening can continuously optimize members’ financial products.

4. Focus on the Underserved The dramatic benefits for lower-income workers suggest community institutions can create significant value by designing products specifically for financially vulnerable populations, potentially partnering with employers to integrate these into workplace benefits.

5. Rethink Financial Education The TDF revolution succeeded not through education but through structural change. While financial literacy remains important, community institutions should prioritize making good financial decisions automatic rather than relying solely on member education.

6. Leverage Regulatory Tailwinds The Pension Protection Act shows how regulatory changes can catalyze massive behavioral shifts. Community institutions should actively engage with regulators and policymakers to advocate for frameworks that enable better default options in banking products.

The Long Game

Perhaps most importantly, the research shows these changes took time. As Parker et al. note [in Table V], the effects persisted but declined over five years—for young workers, the equity share difference between treated and control groups went from 3.63% in year two to 2.57% in year five. Community institutions must commit to long-term strategies, measuring success not just by immediate adoption but by sustained behavioral change across their member base.

The transformation of American retirement investing proves that thoughtfully designed defaults can overcome decades of suboptimal financial behavior. For community banks and credit unions committed to member financial wellness, the lesson is clear: the architecture of financial products matters as much as their availability. By embedding expertise into product design and making optimal choices automatic, community institutions can drive profound improvements in financial outcomes—particularly for those who need it most.

Source: Parker, J.A., Schoar, A., Cole, A., & Simester, D. (forthcoming). Household Portfolios and Retirement Saving over the Life Cycle. Journal of Finance.