The Federal Credit Union March-April 2014 - (Page 40)
President / CEO
Credit Union West
Bob MacGregor has been president and CEO for five years. He works hard to
enhance the quality of members' lives and continually strives to make Credit Union
West a great place for his employees to work.
Q. Describe your leadership style
Q. In what ways do you actively
A. I am a tough but fair manager, and
A. Our team is constantly looking for
and how you developed it.
my people know what to expect from
me. I always tell my employees that if an
issue develops between what is best for
the credit union versus what is best for
the employee, the credit union wins 100
percent of the time. We all know that
without a strong credit union none of us
would have a job. I rely heavily on my
staff to do the right things. However, they
all know that the buck stops with me, so
that is their motivation to excel. I used to
be a micromanager, but I've learned that
people will rise to your expectations, so I
expect a great deal from my people, and I
get it every day from them. I have tried to
develop a culture that rewards excellence,
but more importantly, we do not put up
with inferior performance.
Q. What makes you want to get up
and go to work every day?
A. I love the credit union purpose, and
feel I can help people - members and
employees - on a daily basis.
Q. What, in your opinion, is "the
credit union purpose"?
A. The cooperative model was developed
by people for people. Depending what stage
our members are in in their lives, they have
different needs. Some are savers, and some
need to borrow. The credit union is simply
the facilitator in bringing these two groups
together to accomplish their goals.
help your members?
ways to make it easier to do business with
us. This is a challenge in such a highly
regulated environment. Also, those
members who are experiencing hard
times are helped by our Risk Management
Department, which provides them with
counseling and/or budgeting help. We
routinely receive thank-you letters from
members who have been helped by our
We enhance the quality of life for our
members by providing innovative
products, such as our "Kasasa" checking
account, which allows members using
electronic services to benefit from the
lower cost of online banking.
Q. What new and exciting things
are happening in the near future?
A. We are expanding and enhancing our
electronic services, and we are planning
a new branch design to better encompass
our move to a more "online" look and
feel. We will be moving to a new core
processor in early 2015. That change
should enhance our capabilities for better
electronic services. It is clear that more of
our members are embracing electronic
services, and we need to encourage that
behavior. We now have not only home
banking, but also mobile banking, remote
deposit capture and true online account
opening. We are cross-training all of our
front-line staff so that we will no longer
have "tellers"; rather, all will be member
service officers. We will be redesigning
branches to reflect this change. Removal
of the traditional teller line in favor of a
more private office setting will be one way
to accomplish the change in service experience. We plan to use [tablet] devices to
provide a better individual experience for
Q. Has your credit union received
A. We are proud to have earned a place
on the 2013 CareerBuilder Top Companies to Work For in Arizona list. This
program recognizes organizations that
create quality jobs and work environments and make Arizona a better place
for our workforce.
Q. What makes Credit Union West
such a great place to work?
A. We realize that happy employees
equal happy members. We have competitive salaries and excellent benefits, and
the employees consistently rate us above
Q. What would you suggest people
read to better their knowledge of
A. I love to go on other credit union websites and read their history. It provides a
unique insight into how that particular
credit union evolved. The cool thing
about our industry is the individual stories about how each of us got started.
THE FEDERAL CREDIT UNION MARCH-APRIL 2014
Table of Contents for the Digital Edition of The Federal Credit Union March-April 2014
Voices & Opinions
From the Chair
100 Ways to Grow
Getting to Know...
Inside NAFCU Services
From the President's Desk
The Federal Credit Union March-April 2014