--- title: "The Difference Is in the Details: Enhancing the Member Experience" description: Technological advances have come a very long way in a relatively short period of time. Whether you are a financial institution or a collateral protection provider, you have to meet your customers at the intersection of convenience and technology. image: https://blog.statenational.com/hubfs/Blog%20Images/Blog%20Content%20Images/AdobeStock_270330113.jpeg --- [![Growth_-logo](https://blog.statenational.com/hubfs/Imported%20images/Growth_-logo.svg "Growth_-logo")](http://palmspire-3842749.hs-sites.com/growth-home-1) - [Spotlight Blog](https://blog.statenational.com) ![State National Blog](https://blog.statenational.com/hubfs/Blog%20Images/Blog%20Header%20Images/AdobeStock_183702310.jpeg "State National Blog") # **SNC Spotlight** Insurance can be complex. Turn to our blog for up-to-date, relevant content to help you make the best decisions for your financial institution. With expert knowledge from seasoned industry professionals, we simplify insurance topics so you can get back to business. - [Banks & Finance Companies](https://blog.statenational.com/topic/banks-finance-companies) - [Technology & Innovation](https://blog.statenational.com/topic/technology-innovation) - [Credit Unions](https://blog.statenational.com/topic/credit-unions) # [The Difference Is in the Details: Enhancing the Member Experience](https://blog.statenational.com/enhancing-the-member-experience) [Read More →](https://blog.statenational.com/enhancing-the-member-experience) - [Banks & Finance Companies (24)](https://blog.statenational.com/tag/banks-finance-companies) - [Borrower Experience (2)](https://blog.statenational.com/tag/borrower-experience) - [Company News (26)](https://blog.statenational.com/tag/company-news) - [Compliance (5)](https://blog.statenational.com/tag/compliance) - [Credit Unions (47)](https://blog.statenational.com/tag/credit-unions) - [Employee Engagement (2)](https://blog.statenational.com/tag/employee-engagement) - [Risk Mitigation (32)](https://blog.statenational.com/tag/risk-mitigation) - [Technology & Innovation (35)](https://blog.statenational.com/tag/technology-innovation) - - - [All Posts](https://blog.statenational.com) # The Difference Is in the Details: Enhancing the Member Experience - [Tweet](https://twitter.com/share) # Credit Unions Then and Now When I joined my first [credit union](https://blog.statenational.com/its-a-wonderful-credit-union-life)almost thirty years ago, the [member experience](https://blog.statenational.com/borrower-experience-improves-with-multichannel-approach) looked a lot different than it does today. Member service was limited to business hours — with the exception of Thursdays, when the credit union was open until 8:00 p.m. so members could deposit their paychecks. Online banking, mobile deposits, digital signatures, online loan applications with automated decisioning, and any number of other [technological advancements](https://blog.statenational.com/the-data-diet) were still many years away. As I enter my 32nd year as a member of a credit union, and my 21st year working in the credit union space, it is truly amazing to look at [how technology has enhanced the member experience](https://blog.statenational.com/filene-guest-post-credit-union-digital-transformation-in-the-age-of-covid-19) as well as the expectations of the individual member. ![State National Old Technology Desk Setup 50 Years](https://blog.statenational.com/hs-fs/hubfs/State%20National%20Old%20Technology%20Desk%20Setup%2050%20Years.jpg?width=400&name=State%20National%20Old%20Technology%20Desk%20Setup%2050%20Years.jpg)As it has in credit unions and in every industry, technology has certainly had a big impact at State National over the past 50+ years. As I take a look back at our beginnings, it’s funny to think that we used to transcribe insurance information onto 4”x6” notecards and store them in filing cabinets. Or that each notice had to be typed out before it was mailed to the borrower. Or that the only way to get a borrower’s insurance information was via postal mail from the insurance carrier or client. Today, almost every task we perform for our business partners and their borrowers is completed with the help of technology, and every new innovation we come up with is created with one goal in mind: *to enhance the member experience.*     # Utilizing Today’s Technology to Enhance the Member Experience At State National, we understand how our products can be viewed as detracting from the member experience as opposed to safeguarding the collateral and protecting the institution. This is why, as the industry leader in collateral protection, we are constantly looking for ways to prove that belief wrong by minimizing borrower impact and enhancing the borrower experience. In recent years, we have introduced some truly game-changing technological innovations, like WRAP, our [Web-Based Robotic Automated Processing.](https://blog.statenational.com/expanded-use-of-ai-based-wrap-delivers-results)     WRAP uses AI robots to search for and verify insurance information for borrowers online, instead of having people do it. We can now complete in a fraction of a second what used to be measured in minutes. We are also utilizing artificial intelligence to pay claims — again, increasing efficiency while eliminating human error. This amazing InstaClaim technology allows us to pay certain claims in *seconds* instead of taking days to process as they did in the past. We've also integrated comprehensive AI-based Intelligent Document Processing (IDP), which teaches computers to “read” insurance documents and update them to borrower loan records, dramatically enhancing both speed and accuracy. And clients can also benefit from APIs we’ve created to facilitate additional automation by streamlining communication and connectivity between software applications. While many of our program enhancements take place entirely behind the scenes, they all add up to more insurance being verified quicker and more accurately, thereby [reducing notices going out to members](https://blog.statenational.com/what-to-look-for-in-a-cpi-provider).   [![Subscribe to Our Blog!](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/6447396/f6c6acf7-68ee-4f20-93e0-9611c1bc695b.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/6447396/f6c6acf7-68ee-4f20-93e0-9611c1bc695b)     # Tech Innovation in Borrower Communication We also utilize emails and [text messages](https://youtu.be/TcidwZrbHiA) to communicate with borrowers and gather their insurance information quickly and easily. While we still interact with borrowers using traditional methods of communication, these two avenues give us greater flexibility to communicate and successfully resolve the insurance issue in a way that works for them. The number of borrowers who respond by email and text [t](https://youtu.be/TcidwZrbHiA)has blown away even our lofty projections! [![Borrower text for CPI](https://blog.statenational.com/hs-fs/hubfs/Borrower%20text%20for%20CPI.png?width=763&name=Borrower%20text%20for%20CPI.png)](https://youtu.be/TcidwZrbHiA)To further enhance convenience for members, we've also introduced a chat feature that will allow borrowers to get real-time help for all their questions — adding yet another channel to meet member needs, with more [cutting-edge features from Glia](https://www.glia.com/) to come in our [award-winning Contact Center](https://blog.statenational.com/winning-together-how-state-nationals-contact-center-achieves-excellence-through-teamwork). But rest assured that even with all these advances in technology, members, as they always have, will still be able to quickly [call our in-house call center](https://blog.statenational.com/calling-all-intrepreneurs) for support from a live representative (whose ability to provide great service has also been transformed by behind-the-scenes technologies like VeriTrak and gamification) and receive the [high-touch service we’ve always been known for.](https://blog.statenational.com/hubfs/SNC_2024-Contact-Center-Borrower-Survey%20(1).pdf)    [![Make our interactive borrower text feature a part of your program at no added cost to your financial institution!](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/6447396/30d143b6-d0fa-472a-8750-ae7848d73986.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/6447396/30d143b6-d0fa-472a-8750-ae7848d73986) # Continuous Improvement Is Not Optional   Technological advances have come a very long way in a relatively short period of time. Whether you are a financial institution or a collateral protection provider, it’s not enough to just hang your shingle and say that you are open for business — you have to meet your customers at the intersection of convenience and technology. In this day and age, more often than not, that means that you have to be constantly innovating and enhancing your product, whatever it may be. The game has changed significantly since I joined my first credit union. It’s anyone’s guess what the next thirty years will bring, but one thing seems certain: By then, what we are doing today to provide a positive member experience will probably be as antiquated as extended hours on Thursday nights are to us now.   ![Frank Oppedisano](https://blog.statenational.com/hubfs/Frank%20Oppedisano.jpg) ###### Frank Oppedisano Frank Oppedisano is Director of a Client Services team with more than 21 years of experience and positive results working in client service with banks and credit unions. He successfully coaches and trains a team of Client Executives to build strong business relationships and create strategic long-lasting partnerships ## Subscribe to our blog Search Posts - There are no suggestions because the search field is empty. - Recent - Popular - Categories ### Lists by Topic - [Credit Unions (47)](https://blog.statenational.com/tag/credit-unions) - [Technology & Innovation (35)](https://blog.statenational.com/tag/technology-innovation) - [Risk Mitigation (32)](https://blog.statenational.com/tag/risk-mitigation) - [Company News (26)](https://blog.statenational.com/tag/company-news) - [Banks & Finance Companies (24)](https://blog.statenational.com/tag/banks-finance-companies) - [Compliance (5)](https://blog.statenational.com/tag/compliance) - [Borrower Experience (2)](https://blog.statenational.com/tag/borrower-experience) - [Employee Engagement (2)](https://blog.statenational.com/tag/employee-engagement) ## Subscribe and Get The Latest News ## Related Posts ## [The Credit Union Advantage in a Digital World](https://blog.statenational.com/thecreditunionadvantage) Digital Progress Is Still Human - [State National](https://blog.statenational.com/author/state-national) - 5 min read - 6/30/26 12:23 PM - [Read More](https://blog.statenational.com/thecreditunionadvantage) ## [CPI and the Member Relationship: Getting it Right Without Getting it Wrong](https://blog.statenational.com/cpi-and-the-member-relationship-) How credit unions can protect the member experience without sacrificing the protection the program is designed to provide - [State National](https://blog.statenational.com/author/state-national) - 7 min read - 6/18/26 11:15 AM - [Read More](https://blog.statenational.com/cpi-and-the-member-relationship-) ## [The Anatomy of the Net Promoter Score](https://blog.statenational.com/the-anatomy-of-the-net-promoter-score) Why trust is the engine behind consistent, excellent NPS results. Imagine you could predict your organization's growth trajectory by asking just one straightforward question. You actually can! “How likely is it that you would recommend \_\_\_\_\_\_\_ to a friend or colleague?” It’s a simple question, but it carries incredible weight. You’ve likely heard of the Net Promoter Score (NPS), as it’s the most well-known metric for customer experience and loyalty. Whether the subject is a favorite local restaurant, an online store, or a long-term business partner, this single question cuts through marketing noise to measure the one fundamental factor that actually drives growth: trust. - [State National](https://blog.statenational.com/author/state-national) - 8 min read - 4/30/26 3:57 PM - [Read More](https://blog.statenational.com/the-anatomy-of-the-net-promoter-score) #### Questions? 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