Excellence in Business Awards Large Employer of the Year Nominee Bio

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Sandra Hood
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1 Excellence in Business Awards Large Employer of the Year Nominee Bio Del-One Federal Credit Union Address: 270 Beiser Blvd., Dover, DE Primary Contact: Dion Williams, President / CEO Telephone: Website: Describe the business: Mission/Philosophy: The philosophy of Del-One Federal Credit Union is that we exist to improve the financial lives of our memberowners. Primary good or service provided: Del-One is a member-owned, financial cooperative with 10 branches through the State of Delaware and 2 High School branches. Del-One offers a wide range of deposit and loan products including checking accounts, saving accounts, certificates, auto loans, mortgage loans, credit cards, instant issue debit cards and more! Number of years in business: 58 How did your business start? On August 30, 1960, the Delaware Highway Federal Credit Union was chartered, serving employees of what was then called the Delaware State Highway Department except for the Delaware State Police. There were 40 original members of Del-One. The original office was on State Street, then moved to New Street in what is now the Courtney Square shopping center before moving to Water Street around Today, the corporate office is at 270 Beiser Boulevard. The name changed in 1970 to the Delaware State Employees Federal Credit Union. In 2011, the name was changed to Del-One Federal Credit Union. Today, Del-One serves over 60,000 members throughout the state of Delaware with locations in all three counties! Number of employees: Full-time: 150 Part-time: 7 Describe the growth of your business: In staffing increases: Just looking back a few years, Del-One had 99 total employees at the end of 2011 compared to 157 today. In that same time, Del-One has increased its full-service branch locations from 7 to 10 while also adding 2 student run branches at Dover High School and Caesar Rodney High School. An external call center relationship has been significantly scaled back to bring those jobs internal.

2 In Sales: Sales are not as easy to quantify in financial services, so several metrics will be used to illustrate this section. As a financial cooperative, Del-One takes the deposits of some members and extends loans to other members. An important financial ratio is the loan to share ratio, which illustrates what percentage of deposits are loaned to other members. The peer average for comparable credit unions across the country is 75% while Del-One s loan to share ratio as of December 31, 2017 was 98%. Membership growth is another important metric. The peer average for membership growth was 2% in 2017 while Del-One enjoyed membership growth of 10%. In 2011, there was more than 30,000 members of Del-One while today there are over 60,000 members. One final noteworthy metric is Del-One s return on assets was.68% compared to the peer average of.52%. Credit Unions can only build capital (rainy day fund) through earnings so it is important to have a strong return on assets to build capital and return money to members by way of better rates on deposits, loans, maintain lower fees and invest in products and services to keep the credit union viable into the future. Del-One continues to increase membership and those members are using their credit union to finance cars, homes, and to meet other financial needs, both large and small! Describe the challenges facing your business: Technology can be a blessing and a curse. Convenience must be balanced with relationships and effective communications. We do not live in a world of absolutes. ATM s did not make branch networks extinct as was once predicted. Online banking, mobile banking and itm s are more recent examples of disruptors in the financial services industry. On one hand, the millennials and following generations will not know a world without technology. On the other hand, generations prior to the millennials did function in a world that predated today s technology. Service delivery channels are a challenge in terms of balancing the physical branch with technology-based services. Closely akin to the above is the presence of non-traditional competitors. It s no longer a list of commercial banks, community banks and other credit unions as competition. Rather, today s competition includes names such as PayPal, Sofi, Wal-Mart and Apple, just to name a few. Describe solutions developed to address those challenges: Regarding service delivery channels, Del-One is pursuing a multi-channel strategy. For example, future branch locations are possible with less square footage by way of the itm s to drive transactional business. Yet, employees will be onsite in consultative roles rather than processing transactions. This strategy allows Del-One to operate more efficiently while balancing technology with our culture of member advocacy, which is to say we are emphasizing our role as the member s trusted financial partner. In addition, Del-One branches offer instant issue debit cards, so members can walk out the same day with a functioning card as opposed to waiting 7 to 10 days for a card and PIN (personal identification number) to arrive by mail. Del-One members enjoy the convenience of depositing checks from their smart phone as well as the ability to conduct person to person money transfers. In summary, Del-One members have the benefit of a branch network, in-house contact center, online banking, mobile banking, itm s and access to the shared branching network, through which Del-One members have access to other participating credit union branches across the country that rivals the branch network of major commercial banks. Concerning non-traditional competitors, the multi-service strategy discussed above allows Del-One to compete on convenience. However, what separates a credit union from a traditional or non-traditional competitor is that credit unions are member-owned. We must leverage that distinction such that when it s coupled with convenience and outstanding service, members choose their credit union. Del-One can offer the conveniences of technology while still offering that local presence and home town feel that continues to be greatly valued by many consumers. A changing business model is not an overnight process. It s an evolution in which innovation is leveraged while some tried and true practices from the past are maintained.

3 Describe a creative, imaginative or innovative process you have developed that has helped your business grow: In 2017, Del-One launched 11 itm s (interactive teller machines), which allow members to speak to a live teller and perform functions such as deposits, withdrawals, loan payments, account transfers, and more. During times in which Del-One s Contact Center is closed, the itm s function as a traditional ATM. These machines have set the stage to expand internal contact center hours and considerably lessen the credit union s dependency on a third-party contact going forward. Thus, this project created jobs and internal growth opportunities versus sending those funds to a third-party vendor out of state. The itm s have been incorporated predominantly in branch drive through s as a convenience option, therefore they have not replaced people with machines. In its first year, we have observed the itm s taking on a greater volume of transaction activity, which frees the branch staff to focus on member advocacy efforts. Long-term, this strategy will allow Del-One to continue expanding its branch network with a smaller physical space while leveraging technology to give members expanded access to their credit union. What are the goals for your business in the next three to five years? Del-One seeks to expand its branch network with a smaller physical footprint, balancing technology for transactional business with onsite staff to assist members with loans, account opening and discussing financial goals. Thus, growth is projected in the branch network with more of the staffing growth projected in the contact center that supports the automated branch concept. Del-One has thrived as a consumer lender, primarily in the automobile market. The credit union would like to expand its mortgage lending programs as well as small business lending programs. This diversification of service offerings will help Del-One continue to expand its membership base throughout the state. Even as the credit union continues to grow, Del-One s commitment to its current and future members is to offer the convenience and access that s afforded through technology and automation without losing sight of the importance of branch locations in the communities we serve coupled with employees in those locations that are active and engaged in the local community. What distinguishes your business from the others? The mission of Del-One Federal Credit Union focuses on helping members to live a better financial life. Del- One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than a just a full-service financial institution with 10 branch locations throughout Delaware. It is a place where members are treated like family, are encouraged to discuss their goals, and where they will receive assistance in creating and building their own financial success stories. Furthermore, Del-One is a Delaware based business. There are no out of state locations and no imminent plans to expand into other states. The credit union was formed by Delawareans and continues to serve Delawareans over 50 years after its formation. What contributions have you made in the community? In addition to Del-One s outward efforts, it s noteworthy to discuss Del-One s governance by volunteers. The Board of Directors are an exceptionally talented group of individuals that give freely of their time and talent in

4 representing the membership of Del-One. Thus, volunteerism is a crucial component of Del-One s identity as an organization. Although the sections below list outward employee and corporate involvement, the following men and women have played a vital role in the success of the credit union inwardly. Nancy Shevock, Board Chair; Steve Smith, Vice Chair; William Hufnal, Secretary; Robert Breezy Brown, Treasurer; Jerry McNesby, Director; Robert Baldwin, Director; Bill Pfaffenhauser, Director; Lisa Strusowski, Director; Trey Wallace, Director; Kevin Mitten, Associate Director; Jon McDowell, Associate Director. Serving on boards/committees: Del-One fosters a culture of community involvement. CEO Dion Williams and his wife Susan served as the Honorary Co-Chairs of the 2017 Delaware Tech Gourmet Gala. CEO Williams, his wife Susan, CAO Stephanie Preece and her husband, Patrick, are serving as Co-Chairs of the 2018 Southern Delaware Heart Ball benefiting the American Heart Association. Below is a list of additional examples of community involvement from the management team of Del-One. CEO Dion Williams serves as Board Treasurer for Grace for Dover. Other community activities include: Board member MarkInc; Delaware Tech Terry Campus Development Council member and Business Advisory Board member; Board on Professional Responsibility and is a member of the Greater Kent Committee. CAO Stephanie Preece co-founded the Gals That Give Charity in In addition, she has served as Executive Vice Chair Economic Development, Chamber of Commerce, 2016 current; Military Affairs Committee Member, Chamber of Commerce, 2014 current; Legislative Affairs Committee Member, Chamber of Commerce, 2015 current; Board Member, American Heart Association, 2018, and Honorary Commander, Dover Air Force Base, AFMAO, current. Director of Marketing Amy Resh currently serves on the Career & Technical Education (CTE) Advisory Board for the Capital School District since She is also a member of the Leadership Central Delaware c/o 2018 (graduating in June). Amy is a member of the 2018 Central Delaware Chamber of Commerce Accreditation Committee and serves as President of the Del-One Foundation. Director of IT Marc Kidwell serves as Vice President of the Board of Directors for the Brain Injury Association of Delaware. Serving as a volunteer: Del-One views community involvement as a shared activity and labor of love among all employees! While there is a 3-hour community service requirement of all staff, many go above and beyond as evidenced below. The Del-One Foundation, founded in 2009, is a nonprofit corporation that raises funds for charitable purposes in the state of Delaware. Each year, Del-One employees submit suggestions of local charities in need, and a board of volunteers chooses those the Foundation will support. The staff, members, families and friends of Del-One FCU participate in a variety of fundraising activities throughout the year to raise funds and awareness for the chosen charities. Since inception, the Del-One Foundation has raised and donated over $222,000 to various charitable organizations throughout Delaware! In 2017 alone, over $41,000 was raised and donated to organizations such as Kay s Kamp, Code Purple, and the Delaware Breast Cancer Coalition. The Del-One Foundation, along with friends and family members, participated in the 2017 Shamrock Scramble 5K event to benefit Kay s Kamp, a local oncology camp for children. Staff also volunteered at the 2017 Firefly Music Festival clean-up efforts for Code Purple, where items such as sleeping bags, blankets, tents, & non-perishable food were collected to support the homeless population in Kent County. The foundation also sponsored the Monster Mile walk in 2017 to benefit the Delaware Breast Cancer Coalition, and a Del-One Pink Hope debit card was offered to

5 members for a $10 donation. A total of $2,870 was raised through the debit card initiative alone, and the Foundation then matched that amount for the DBCC. For 2018, the Del-One Foundation is excited to participate in events and fundraising activities for Kay s Kamp, Exceptional Care for Children, Central Delaware Habitat for Humanity, and the Sussex County Foster Parent Association. The 7 th Annual Del-One Foundation Charity Golf Tournament is also planned for September 20, 2018 at Wild Quail Golf Club. Providing in-kind services: As a financial institution, in-kind services do not really factor into the regular course of business. Thus, the emphasis is placed on community service and the Del-One Foundation. However, Del-One is generous in allowing organizations to use meeting space at no cost. One example of this is Del-One s partnership with AARP in which Smart Driving courses are offered throughout the year at Del-One s corporate headquarters.

The History of FORUM Credit Union

The History of FORUM Credit Union FORUM Credit Union has proudly served Central Indiana since 1941. Originally formed by the employees of Indiana Bell Telephone Company, FORUM has experienced tremendous