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Report of the President & CEO
REPORT OF
The President & CEO
2021 was an incredible year for your credit union, one where we delivered more services to more members than any time in our 82-year history. I would be remiss if my annual report to the membership didn’t reference this amazing accomplishment. Nevertheless, I am compelled to use this forum to share our plans for 2022, because I believe the best is yet to come.
Despite all that we have accomplished, there is more we can do to better serve you. On behalf of the entire TruStone team, I thank you for your continued business, and for joining us on a journey that has only just begun.
Improvements to the Member Experience.
Every day thousands of members conduct business directly with our team, whether that is in person at a branch, over the phone, or via digital communication. We took several steps to improve wait times last year, and are taking many more in 2022. We’re adding staff, expanding our call center, and improving our systems to be more responsive to your needs.
Improvements to the Digital Experience.
Over 120,000 of our members choose to do business with TruStone through our digital and mobile banking platforms. We are expanding the features of those channels with the addition of person-to-person transfers, pre-approved loans to simplify the application process, and seamless access to your credit score.
Improvements to our Services.
We have a diverse membership, and one size definitely does not fit all. To address your evolving needs, we’re adding additional mortgage programs and improving features of our checking accounts. Further, we’re implementing services like a guaranteed on-time first mortgage closing and vehicle refinancing in less than a minute, that quickly and conveniently save our members time and money. Investments in Safety and Soundness.
Our ability to deliver fast, convenient service should never compromise your security. To that end we’re continuing to upgrade our capabilities in 2022, including a 24x7x365 security operations center, a modern data loss prevention platform and artificial intelligence/predictive analytics to further protect our members from unauthorized access to accounts.
Investments in our Community.
The good works of the TruStone Financial Foundation are documented throughout this report, furthering our transformation from community involvement to community impact. That volunteer committee has – and will continue to – expand their reach with more investments in financial education, scholarships, and local charities. We’re also taking a bigger stage later this year with the Minnesota Aurora pre-professional women’s soccer team. Aurora is community-owned and women-led, and we are proud to be a founding sponsor.
