Creating the Perfect Welcome Kit for Your Credit Union

by Amy Neale

While there is really no such thing as a “perfect” welcome kit, you can create one that’s perfect for your credit union. And whether or not your credit union already offers its new members and SEGs a welcome kit, there’s plenty to consider when creating or updating one.

If your credit union is without a welcome kit, here are five reasons you might want to start developing one soon:

1. Putting Members First
   Credit unions are known for putting members first. A welcome kit underscores that by making the new member feel important and allows your credit union to spotlight how it puts members and its community first on a daily basis.
    
2. Transparency
   A welcome kit is your credit union’s chance to spell out its mission, what it stands for and everything it does to protect its members’ information. Transparent all the way.
    
3. The Credit Union Difference
   Many new members don’t know how credit unions differ from banks. A welcome kit is an ideal, and inexpensive, forum to explain it to them.
    
4. Marketing, Marketing, Marketing
   Most people these days are sick of being sold to, but informing new members of your credit union’s products and services in this introductory format is pretty much expected and unassuming.
    
5. Better Info, Better Service
   Not only can a welcome kit be a solid communication tool for new members, it can also improve member service. Create one that’s a member go-to should they have any basic credit union questions.

What to Include

All welcome kits need to start with a warm and inviting welcome letter from your CEO. This is where your credit union can customize its kits for the specific select employer groups (SEGs) and/or communities it serves. And don’t forget to have contact information in case your members have questions or concerns.

The kit should also include information on all of your products and services, including any special member benefits or programs it offers. These could take up a page for each product or a paragraph each, it’s up to you. Spell out your credit union’s online banking log-in process, its ATM network and overdraft policies. You might want to include your credit union’s privacy agreements or any other disclosures as well.

How to Use It

Have your member service representative or loan specialist go over each page with the new member. This gives members the time to learn more and ask questions. You members will be more likely to put the welcome kit information to good use if they understand it all before heading home. As mentioned earlier, welcome kits are not only good for your typical new member, but are an invaluable tool for your SEGs when you customize them to meet their specific needs.

If you need assistance putting together the perfect welcome kit, CU Solutions Group can help.