As the mortgage market continues to shift, credit unions are facing new pressures—from changing borrower behaviors to tightening compliance demands. That’s why LoanCare recently partnered with ACUMA to host an expert panel discussion on one of the industry’s most timely topics: how member experience drives performance.
The conversation, moderated by LoanCare’s Chief Revenue Officer, Dave Vida, brought together thought leaders including Brent Potter of LoanCare, Seth Sprague of Richey May, Elizabeth Million of Elevations Credit Union, Michael Lombardo of University Federal Credit Union, and Jeff Flory of QC Ally. Together they explored how credit unions can prepare for market shifts, retain more members, and build resilience in a volatile environment.
The webinar covered five topics: operational readiness, recapture strategies, regulatory pressures, servicing economics and subservicing versus in-house servicing. As the mortgage landscape continues to shift, one theme came through loud and clear—member experience isn’t just a priority, it’s a performance driver.
Here are some of the key themes that emerged from the session:
Scalability Over Staffing
When interest rates inevitably shift, credit unions must be ready to scale efficiently.
Credit unions that thrive in the next cycle will be those investing in flexible technology, not just headcount. Lombardo emphasized the importance of evaluating your current platform to ensure you have the right tools in place and that you’re using them to their full potential. “Readiness means being able to handle twice the volume with the same staff through smarter tools and automation,” he stated.
But it’s not just about having technology, it’s how you strategically leverage it to scale effectively that sets teams up for sustainable growth. Million agreed, adding that the next cycle will likely bring short-lived refi pops rather than a sustained boom. She noted, “Credit unions must plan for those bursts, upgrade technology now, and partner closely with subservicers to stay ahead of member payoffs and refinancing opportunities.”
Agility and Empathy Define the Credit Union Difference
Agility and compassion remain the cornerstones of the credit union difference. Whether responding to economic uncertainty or member hardship, empathy—supported by data and process—creates long-term loyalty, even in uncertain times. “Credit unions rally fast,” said Sprague, with the panel acknowledging credit unions’ responsiveness during sudden disruptions, such as a government shutdown. Recently, and within hours, many institutions launched 0% short-term loans and hardship programs to help furloughed workers bridge financial gaps. “That nimbleness and commitment to members is a real differentiator from large banks, said Sprague.” It’s a reminder that agility isn’t just operational; it’s cultural.
Retention Starts with Data
With home equity and refinancing opportunities evolving, panelists underscored the importance of analytics and collaboration with subservicing partners, like LoanCare, to identify and engage members before they look elsewhere.
Lombardo and Million described how their credit unions use credit-report data and internal tools to anticipate member needs. “Partnering with your subservicer is key,” Million added. “When members request payoffs, you want to be first in line with a retention offer.”
Compliance and Oversight Remain Non-Negotiable
With regulatory complexity continuing to grow as state governance expands, vendor oversight has never been more essential. Compliance costs will rise, cautioned Flory, as lenders navigate a patchwork of state rules and new AI-related data-governance laws. Lombardo summed it up by saying: “Good compliance people are worth their weight in gold. You can automate a lot, but you can’t cut corners here.”
As the market turns and member needs evolve, success will depend on a credit union’s ability to scale with technology, act with empathy, and partner with trusted experts.
Whether managing delinquency, safeguarding compliance or deepening member relationships, one truth remains constant: Member experience isn’t a department. It’s a discipline.
These insights only scratch the surface of a dynamic and forward-looking conversation on how credit unions can protect performance while strengthening relationships in today’s market.
Watch the full webinar on demand HERE to hear the complete discussion and learn how LoanCare is helping credit unions elevate the member experience.
