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Hey CFPB, Don't Add to Barriers to Member Service

Regulatory burden has credit union staffers crossing Ts instead of cross selling.

By Sarah Snell Cooke | Updated on April 26, 2012

In life you depend on a lot of people: your family and friends, your doctor and your banker for examples. They’re there to keep you healthy, and even sane at times, and your important belongings safe. These people in your life have been there with you and worked to earn your trust by providing assurances when needed, advising on difficult decisions and following through to the best of their abilities on their promises.

Unfortunately for financial services consumers, sometimes the mountains of regulations can get in the way of them doing their jobs. Especially smaller financial institutions like most credit unions can get buried under the regulatory burden until their ability to serve their members with conversation while assisting with a deposit (also a cross selling opportunity) or coffee over loan papers diminishes or even goes away. When employees are worried about whether they had the member fill out all the proper forms to the letter or stressed over whether they made certain verbal disclosures, it hampers their ability to behave naturally and cultivate a trusting relationship.

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