Who: Stephanie Davis
What: Member Solutions Manager, First Community FCU
Where: Parchment, Mich.
CU Mag: Why did the CBS Evening News cover your credit card programs?
Davis: We recently started a platinum Visa credit card program, built with members’ needs and benefits in mind. Our consultant, Ondine Irving from Card Analysis Solutions, brought the opportunity to our attention.
CBS had approached her about the interview. Our new card program is listed on the Dean’s list on Irving’s Web site [creditcardconnection.org] and First Community Federal is a featured credit union.
CU Mag: What was it like when the film crews took over your lobby?
Davis: It was very exciting. At the time, it didn’t seem like the big deal it turned out to be.
The process was simple and fast. The credit union received great feedback from the membership and recognition from other area credit unions.
CU Mag: How has your credit card program changed?
Davis: The biggest change we made is that now the credit union controls the underwriting and rates, and we can work directly with members during their times of need.
We have both fixed-rate and variable-rate products, and we offer a rewards program. We control the program and we have a say in how it affects our members.
CU Mag: Why did you overhaul your credit card program?
Davis: Like many other credit unions, we sold our credit card portfolio about 5 and half years ago. At the time, it seemed like the right move to help mitigate risk.
Over time, we realized members weren’t happy with the service they received, rates and fees were increasing, and members weren’t treated the way we wanted them to be treated. It was clear the credit union could and needed to offer a better credit card program.
CU Mag: What’s the role of credit cards in your business development?
Davis: Credit cards are a core product, as are all loans at our credit union. We market them at new account openings, we offer incentives to cardholders, and we track them in our strategic milestones.
CU Mag: What’s the best part about being a member solutions manager?
Davis: Being able to have an impact on members by improving processes, offering new products, and making member loans.
As a manager, I can take part in these initiatives. And I also have contact with members so I can see how these programs affect them. It’s rewarding to hear from members and know that we truly make a difference.
CU Mag: What’s the first thing you do after work?
Davis: Pick up my children, and try to figure out what they’ve done or have learned each day. They’re twins—a boy and a girl—just under three years old.
CU Mag: What’s it like being a mother of multiples?
Davis: Having twins has been wonderful. These are our only children, so we don’t know it to be any different.
An amazing thing about being a parent of multiples is seeing what very unique individuals they are even though they have similar features and the same birth date. They are true companions for each other, and they share a bond that’s just amazing.
CU Mag: What’s your personal motto?
Davis: Do the best you can every day; it will pay off in the end.