Print Section

Blog


    Benefitting our members

    Apr 01, 2015

    Whenever the KeyPoint executive team meets to discuss a new initiative or program, we ask ourselves, “how does that benefit the member?” This question is at the core of all decisions we make, all new products and services we review, and any investments we may consider.

    When we first began evaluating a core system conversion about two years ago, our first question was, of course, “how does that benefit the member?”

    The short answer was “improved service!” And now, after a long year of preparing data for the conversion; testing, verifying and reviewing the data; we have completed the conversion with minimal disruption of service, thanks to our talented and hard-working conversion team.

    The improved service may not be immediately noticeable to members, but I assure you that this painful housecleaning task will ultimately result in positive changes at KeyPoint:

    - Faster processing time – Our data system was bogged down with so much old data, that simple tasks like processing a deposit at a teller window might result in a member hearing the Jeopardy song in his head.

    - Improved products and service – Now that we consolidated and simplified our products, it’s easier to see your options, and easier for us to implement enhancements.

    -  New benefits for highly-engaged members – Although we value each and every member/owner, KeyPoint’s success is a result of the members who have deep relationships with us. We look forward to implementing new benefits that will reward these members, and encourage other members to entrust more of their financial business to us.

    We have already begun work on our next big project to benefit members—a new Online and Mobile Banking system! The vendors we’ve reviewed have robust systems with state-of-the-art technology and cool new features. You can look forward to the new service by October!

    Are there any changes that you’d like to see at KeyPoint?

    Go comment!

    Guest blogger LeeAnne Giblin

    Jan 26, 2015

    LeeAnne Giblin Photo

    Note: President/CEO Brad Canfield has asked members of his executive staff to guest author some of his upcoming Blogs, so you can get to know the key decision makers at KeyPoint. This month, Senior Vice President, Human Resources LeeAnne Giblin is the guest blogger.

    I have had the pleasure of being at KeyPoint for just over a year now.  I have worked in Human Resources within the credit union industry for over 17 years.  Having worked in a couple of different credit unions, I can honestly say that KeyPoint is really a special place. In my limited spare time, I do enjoy cooking, so the best way I can think of describing what makes KeyPoint special is to use a recipe analogy.

    It would be difficult to isolate one ingredient to the “secret sauce” that makes KeyPoint’s culture so unique.  Hence, I will highlight a few ingredients that stand out to me.  One of the main base components I appreciate is the focus on serving our members and creating value that is tangible. That member focus drives our business initiatives, and creates member value that increases constantly in the forms of new services and better account access. 

    One example is the recent launch of Apple Pay. KeyPoint has a long history serving Apple employees’ financial needs. The moment that Apple Pay went live, KeyPoint immediately took action so all of our members could use their KeyPoint debit cards through Apple Pay.  As a result, KeyPoint is one of the first financial institutions to offer Apple Pay.

    But it doesn’t stop with new products and services.  The way to execute key business initiatives and bring member value is through people.  Employees are highly valued at KeyPoint.  They are absolutely the spice that brings everything to life.  Employees are what make it happen for our members.  They provide the member service. 

    I can honestly say that our CEO values our employees, and that makes my job much easier.  Aside from providing our staff with free healthy snacks, solid benefits and celebrating our successes; training is a huge focus for 2015. We don’t just want to retain key talent, we want employees to grow and have a career path here.  Happy employees go the extra mile for our members, and the investment in our staff is worth it. 

    I’m happy to work for an organization that equally values members and employees.  There’s definitely something special happening at KeyPoint.  While I can’t pinpoint one secret sauce, the combination of many factors has created a very unique and special place that focuses on doing great things for our members and helps them reach their financial goals and dreams.

    Go comment!

    Guest blogger Tim Green

    Dec 16, 2014



    Note: President/CEO Brad Canfield has asked members of his executive staff to guest author some of his upcoming Blogs, so you can get to know the key decision makers at KeyPoint. This month, Chief Financial Officer Tim Green is the guest blogger. 

    I joined KeyPoint in 2013 as Chief Financial Officer.  In addition to Accounting and Finance, I also have responsibility for Risk, Compliance and Facilities. I am a CPA, and most of my career has been in public accounting and mid-sized financial institutions. 

    I live in San Francisco and am the proud owner of a very supportive lab named Samson. As you can see from the picture, sometimes all you need is a Lab to put his arm around you and a big smile is certain to follow. We got Samson from the local SPCA, and I highly encourage people to adopt a used pet. Some of the best dogs come slightly used! They may have their own ideas about things, but diversity of ideas is the spice of life. Now Samson’s primary ideas are about how he can steal food and when the tennis ball will be in the air again. 

    In my free time, I enjoy all the great food that San Francisco has to offer (email me for the best sushi in the city!). I play a little golf and try to get to Tahoe when I can. 

    As we take stock of the year and look to the future, I am grateful for being part of the KeyPoint team. Given that our stated mission is to improve people’s lives, I am completely proud to be part of KeyPoint and really excited about the value we provide to our membership and community. 

    After working for a bank and a mortgage company, I really enjoy being at a credit union. I’ve been totally blown away by the credit union movement. The cooperation that exists between credit unions is completely admirable. I love the notion that we are running a not-for-profit organization, yet attempting to get the same efficiencies and profitability as a for-profit company—but the profits are returned to all of our members instead of a handful of stockholders! 

    Here at KeyPoint, giving back to the membership is more than just lip service. It’s something we all embrace and value. It’s rewarding to work in an environment and for a CEO and Board who embrace the credit union concept and understand that our job is to level the playing field for our membership and any consumers we can affect. This is not the case at a for-profit bank, and my reward comes from being a small part of providing consumers with a better alternative to traditional banking institutions. 

    To further our mission, we are in the process of creating a KeyPoint Foundation that will be used to provide scholarships to local youth. We will continue working very hard to enhance each member’s experience with KeyPoint. 

    I hope your holiday season is filled with joy and good times with family and friends, and despite any inconvenience the rain may cause let’s hope it keeps coming.  Not only will it help arrest the terrible drought, but it will help make Brad (a northwesterner) feel a bit more at home.

    Go comment!

    Guest blogger Faye Nabhani

    Nov 20, 2014



    Note: President/
    CEO Brad Canfield has asked members of his executive staff to guest author some of his upcoming Blogs, so you can get to know the key decision makers at KeyPoint. This month, Chief Lending Officer Faye Nabhani is the guest blogger.

    I joined KeyPoint Credit Union, which was then called AEA Credit Union, in April 1994. Over the past 20 years, I’ve worked in almost every role in lending at KeyPoint; from auto loans (my passion!) to mortgages. This experience has been highly beneficial in my current role as Chief Lending Officer, because I understand the challenges and importance of bringing these important financial tools to our members.

    My first job at KeyPoint was as a Collector for our delinquent credit card loans on a previous card program. Back then everything was done manually, and member service and fraud intervention options were very limited. Today, everything is automated, including controls to help protect members from fraud and losses. I am excited to lead the KeyPoint team that has brought credit cards back to our members!

    Our new credit cards provide a valuable service to our membership, and they’re an important option for members who want a card that is friendly and serves their buying needs with purchasing power and no worries about fees that suddenly appear. It’s important that all of KeyPoint’s loans provide value to our members. One of the things I really like about lending is that we get to see how we help people. We can really make a difference by helping members get a new car or buy their first home.

    I’ve stayed with KeyPoint because I believe in what we do as an organization, trying to provide value to our members. I like to tell people that I work for a not-for-profit organization. I like the sense of doing something to give back. The people here are like family—our staff, our members. 

    Credit Unions in general are also unique in the level of collaborative spirit we enjoy.  There are very few industries where competitors will openly share with one another, but that’s the credit union difference!  I am proud to be part of an organization and an industry that are focused on value we bring to the daily lives of the people we serve. And I am excited to help bring credit cards back to KeyPoint members!

    Go comment!

    Card breaches and you

    Oct 10, 2014

    I am sure that you share my frustration and concern about the card breaches at major retailers like Home Depot and Target. There are lots of bad guys out there, and our favorite stores need to do more to protect their customers’ account information.

    KeyPoint is certainly doing our part. Credit unions and other financial institutions are subject to high data protection standards under the Gramm-Leach-Bliley Act. But merchants do not have data protection standards. Under today’s law, there is no merchant accountability. The law needs to change!

    Protecting your personal and account information is always a top priority at KeyPoint. We use automated services to monitor all member card activity for suspicious behavior. We subscribe to proactive alerts that inform us as soon as a suspected breach has occurred. When we receive these notifications, we immediately take steps such as notifying those members who were affected, monitoring unusual account behavior, and reissuing cards. 

    If your card is compromised and fraudulent transactions occur, your credit union will stand behind you and protect you from any risk of loss. This is why the big banks immediately block their compromised cards, to try to reduce their losses. Because KeyPoint is a member-owned financial institution, we take a kinder, gentler approach and allow you 10 days before we block your card (unless you are able to come into a branch to get a new card reissued immediately).

    You can also take steps to help protect your accounts and avoid losses. Be sure to regularly monitor your checking and credit card accounts for suspicious activity, and report it immediately. Register your Visa® card(s) at Verified by Visa to help reduce online fraud.  You can find more great tips at the Federal Trade Commission’s website. 

    Although Home Depot and Target made headlines for their major breaches, merchant breaches occur regularly. Financial institutions are not usually informed where the breach occurred—just advised which accounts were compromised. Consumers have a right to know where your information was breached.

    As long as merchants are not held accountable to the same data protection standards as financial institutions, and as long as they are not held accountable for the damages caused by their breaches, then consumers will suffer. You can count on KeyPoint to take any and all possible actions to protect you!

    Go comment!

    Guest Blogger Sam Tuohey

    Sep 04, 2014



    Note: President/CEO Brad Canfield has asked members of his executive staff to guest author some of his upcoming Blogs, so you can get to know the key decision makers at KeyPoint. This month, Chief Operating Officer Sam Tuohey is the guest blogger.  

    It’s been almost exactly a year since I came aboard KeyPoint Credit Union as Chief Operating Officer, and I’m happy to report that I haven’t had a bad day yet. I’ve worked for Bay Area credit unions for 30 years, mostly in the areas of marketing, operations, and technology. I don’t think I’ve seen as much industriousness as I’ve seen here at KeyPoint.

    There is a lot going on.

    The staff has been working very hard on our year-long computer system project, which will help us improve our direct service to you, as well as enhance KeyPoint’s self-service channels.

    Although this is a long and big project, it hasn’t kept us from making other important improvements along the way. Just this year, we’ve equipped our branches to issue debit cards to members on the spot; created a secure online wire system for members; built an online mortgage application; introduced many new digital and mobile features (e.g., Popmoney and Funds Transfer); and even launched a few new products (e.g., free Organic Checking and High Yield Savings Account). In mid-September, KeyPoint will introduce two new credit card products to members: A Visa Platinum card with a low rate, and a Platinum card with a rich rewards program.

    Each of these projects requires a lot of planning, execution and testing, most of which is done by the same people who are responsible for serving you, our member, in your regular day-to-day business. The “routine” business for KeyPoint was anything but routine this year. Membership growth at KeyPoint is triple that of other credit unions in Silicon Valley. Our loan growth, too, is substantially outpacing our peers. The same people in our loan department who installed and tested the mortgage loan system this past spring, are also generating record loan production for borrowing members.  

    Brad Canfield has mentioned in previous Blogs the excitement at KeyPoint, and the remarkable results related to members embracing our loans, checking accounts, digital delivery and other services. I’m adding my two cents to give you my perspective on this story. My observation is that the excitement from staff and from members is real, and will continue for a very long time. Everyone on staff understands that we’ll never be done making changes and improvements to our services.

    We know that many of the programs that fit our members’ needs ten years ago don’t fit well today, and need to be replaced or upgraded. That will likely be true for systems that we’re putting in place today, except they’ll probably be obsolete in less than ten years. We want to become and remain very relevant to you and our other members.

    We know what we know because you tell us. We ask and we listen. We participate in the Net Promoter Score program, receiving hundreds of comments quarterly from members. Each executive here reads each and every comment. We also send several hundred questionnaires each month to members based on specific KeyPoint transactions. These responses are also reviewed by me and my colleagues.  

    Please let us know how we’re doing. Tell us what you need, like, or dislike. We want to know.

    Go comment!