Member Spotlight: Sue Douglas

Mark Crawford, CUNA Councils
March 21, 2006

Sue Douglas is senior vice president and COO for State Employees’ Credit Union in Raleigh, North Carolina. The credit union is owned by the teachers and state employees of North Carolina and their families. It currently has about $13 billion in assets, 1.2 million members, 190 branches, 3000 staff, and an 850-machine proprietary ATM network.

Sue was raised in Morganton, North Carolina and graduated with a BA in business administration from North Carolina State University. She joined State Employee’s Credit Union in 1974 as a part-time employee and has been with the organization ever since. She has been a member of the CUNA Operations, Sales and Service Council since 2003 and currently serves on the Conference Committee.

Over the past 25 years Sue has been active throughout the Southeast as an instructor/facilitator for numerous workshops, seminars and panels covering topics of interest for the credit union industry. She and her husband Skip have two daughters. Sue also teaches Sunday School at Millbrook United Methodist Church in Raleigh.

Biggest challenge for 2006

Instilling in our members and staff an understanding of the difference between their credit union and other financial institutions. Attacks on the credit union industry (from inside and outside) will continue to increase and it’s paramount that our members and staff understand there are differences and that these make us unique. Our philosophy is “Do the right thing!” We believe this and strive to act like we believe it.

Best piece of OpSS advice

Become involved in the Council! Don’t just pay your dues and then not benefit from the opportunities the Council gives – especially for education, sharing information, and meeting like-minded industry professionals. Attend the conference in the fall and meet peers who are struggling with the same stuff you struggle with every day. Join a committee and help the organization be all it can be.

Greatest benefit of being an OpSS member

The opportunity to share with and learn from my peers – regardless of the size or philosophy of the credit union. Being involved in the council has helped me realize that every credit union has a story to tell about what makes it different from the others. There is no single “right way” or “only way” when it comes to serving our members. Every credit union makes decisions concerning service and products for different reasons.

Best part of my job

Teaching and shepherding our next generation of leaders by instilling in them our philosophy. We adhere to “promoting from within” so it is critical that employees accept and understand our creed and culture. I truly enjoy meeting employees at new employee orientations or supervisor and manager meetings, and talking to them in person or on the phone.

Hardest part of my job

Not being able to meet the needs of every member in exactly the way the member wants. Sometimes you have to deny a loan or charge an NSF fee or tell members they “messed” up. We can’t be all things to all people.

Hobbies/interests

Bible study, listening to books on tape, watching old movies, and playing board games.

People would be surprised to learn that you . . .

Have a BIG fish mounted on the wall that I caught!

Most recent book

I am usually reading two books at a time – a classic and a contemporary. Usually I like adventure and intrigue. The best book I’ve ever read is Jane Austen’s Pride and Prejudice. I read it in high school and hated it (maybe because I was forced to read it). I picked it up several years ago and re-read it. Since then I’ve read the book more than a dozen times and it always amazing me.

Life goal not yet accomplished

Seeing my children grown and making a positive difference in this world!

Something that makes me laugh

I hope I will always be able to laugh at myself! Memories of really good times with family and friends always bring a grin to my face.

If I had an extra hour . . .

I might exercise!