Member Spotlight: Jim Johnson

CUNA OpSS Council
October 26, 2010 | COMMENTS

Jim Johnson is Vice President of Member Services for 3 Rivers Federal Credit Union in Fort Wayne, Indiana. A native of northern Indiana, Jim’s 11 years at 3 Rivers spans a number of positions, including branch manager, training manager, vice president of branch sales, and now vice president of member services (call center, internal operations, records, payment systems, delivery channels).

“I have had the privilege of speaking at conferences sponsored by Credit Union Times and the Credit Union Journal,” he says. “I was also an inaugural member of Ignite Indiana, which brings credit union professionals together to develop strategies for growth and innovation.”

Biggest challenge

Creating lending solutions to members. We have seen a distinct decline in in-person transactions (in branch and over the phone) while our self-service transactions have sharply increased. All very good! However, our challenge is to engage our members in significant ways through the various delivery channels they use (mobile, ATM, debit, online, bill pay, ACH) when they need a solution such as a consumer loan, mortgage, investment, etc. We have less "face time" and need to optimize what we still have as well as find meaningful ways to "push out" our message via our electronic channels that are used more and more.

Best advice

Always be a promoter of your credit union, whether it is with members outside of the office, potential members you meet on the street, or with your team.

Greatest benefit of Council membership

Great ideas and feedback. I appreciate the personal contact with key issues when I need it. The support and information has been very useful.

Best part of my job

The team members with whom I work. They are incredibly intelligent, caring, and fun. I am blessed to work with such gifted people.

Hardest part of my job

Keeping ahead of technology and keeping the "touch" in tech.

Success story

After a rash of fraudulent phone calls, I produced a 30-second PSA video. It has already hit some of our TV stations. I produced the spot in such a way that other credit unions could use the same spot but have their logo showing instead of ours. This was done through a local media company that helped me produce it. It has been on Facebook and YouTube already.

Hobbies and interests

I love to write (blog, editorials, books, articles) and I love music. I am actively involved as a musician (bass, piano, and guitar) at my local church.

Recent books

The Cluetrain Manifesto and The Speed of Trust.

Favorite quote

"Your direction, not your intention, determines your destination" (Andy Stanley).

How I would explain the credit union difference to a prospective new member

At a credit union, you can find all of the products/services at any bank. At that level, we are all pretty much the same. The true difference is our people. At a credit union, you will get an advocate, a counselor, a coach, a cheerleader, a trusted resource. If we have to tell you "no,” it is because we have your best interests in mind. We want to connect our members with the solutions that will make a difference in their lives.