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5 Ways to Turn Member Complaints Into Thankful Feedback

Learn how CU leaders successfully handled member push-back on card restrictions after a fraud event.

By Tina Orem | Updated on November 17, 2016

Data breaches are still putting constant pressure on card issuers to mitigate fraud expenses, and that often involves placing restrictions on card use – a tactic that might save thousands in potential fraud losses but can irk members. How can credit unions fight fraud but keep members smiling? Here’s what a few credit union leaders did when members pushed back on card restrictions.

1. Make it worth their while. Not long ago, a retailer near the Freehold, N.J.-based First Financial Federal Credit Union was hit with a data breach. First Financial, which has $183 million in assets and 19,000 members, restricted card use at the retailer to get ahead of the fraud. President/CEO Issa Stephan remembered what happened next: “Someone called and said, ‘I was at Costco and couldn’t get my meds and stuff!’”

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Tina Orem

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