Members Exchange FCU selects Digital Onboarding to enhance member engagement & advance digital experience

Members Exchange Federal Credit Union ("Members Exchange") today announced its selection of Digital Onboarding to transform how it connects, guides, and supports its members, not just at account opening, but at every meaningful moment in their financial lives.

Members Exchange has always believed that a great member experience goes far beyond opening an account. The credit union recognized that its members deserved more than a standard email chain in the weeks following opening an account. They deserved a financial institution that stayed present, offered the right guidance at the right time, and made it genuinely easy to take the steps that set them up for long-term financial success. To deliver on that belief at scale, Members Exchange sought a platform built to do exactly that.

“Our focus has always been on creating the best possible experience for our members,” said Misty Munn, Senior Vice President, Marketing and Business Development at Members Exchange Federal Credit Union. “With Digital Onboarding, we’re able to take that experience to the next level by delivering timely, relevant engagement that helps members quickly discover and use the products and services that truly benefit them, while deepening their trust in us as their financial home.”

At Members Exchange, a fully onboarded member is not just a metric. It is a member who has taken the steps that make a real difference in their financial life. Setting up direct deposit, establishing bill payment, enrolling in eStatements, and downloading the mobile app are not simply boxes to check. They are the actions that connect a member to their credit union in a meaningful way, making it easier to save, spend wisely, and access support when needed.

Digital Onboarding ensures members are guided through those steps with personalized, timely engagement, so no one falls through the cracks simply because they did not know where to start.

Building a lifecycle engagement strategy around the member journey

Through the partnership, Members Exchange is launching a lifecycle engagement strategy designed around the member journey, not just the credit union’s calendar. From the moment a new member opens a checking account, they will receive relevant, personalized guidance delivered through the channels they actually use, like SMS, email, personalized microsites, and digital banking. 

The credit union is also building a multi-stage lifecycle program that engages members from youth savings accounts through adulthood, so that as members’ financial needs evolve, Members Exchange is already there with the right conversation. This ensures Members Exchange remains a trusted and helpful presence throughout the relationship, not just in the first few weeks.

Additionally, Digital Onboarding’s integrations with Banno and Glia brings engagement directly into the digital banking and support experiences members already rely on every day, making it easier to take action and get support when it matters most.

“Creating a strong first impression is essential, but sustaining that relationship over time is what truly earns a member’s trust,” Munn added. “This platform gives us the ability to show up consistently with the right information at the right moment, so members always know that Members Exchange is their partner in every financial decision they make.”

Technology and expertise working together

Members Exchange was introduced to Digital Onboarding through Member Driven Technologies (MDT), a credit union technology partner that helps credit unions navigate complex technology ecosystems and identify solutions aligned with their strategic goals. MDT’s understanding of Members Exchange’s environment and member engagement objectives helped facilitate the partnership.

“At MDT, we believe technology should empower credit unions to deepen member relationships and deliver exceptional experiences,” said Pete Major, Vice President Fintech & Digital Solutions, MDT. “Our role is to help credit unions navigate an increasingly complex fintech ecosystem and identify solutions that align with their strategic goals. Digital Onboarding’s lifecycle-driven engagement capabilities complement Members Exchange commitment to delivering personalized experiences that help members succeed at every stage of their financial journey. We’re excited to see the impact this partnership will have.”

Digital Onboarding’s strategic managed services team, which acts as an extension of the credit union’s team, is working alongside Members Exchange to build and launch campaigns that reflect the credit union’s voice, values, and commitment to its community, ensuring every touchpoint feels like Members Exchange, not a generic platform message.

“Members Exchange understands that the relationship with a member is not a transaction, it’s a partnership,” said Ted Brown, Co-Founder and CEO at Digital Onboarding. “Every engagement we build together is designed to make members’ financial lives clearer, easier, and more supported. By choosing Digital Onboarding, Members Exchange is leveraging a platform that connects and enhances their existing technology stack while coordinating experiences across channels, including digital banking. That is when truly meaningful engagement comes to life for their members.” 

This partnership reflects Members Exchange’s commitment to delivering a more connected, personalized experience, one where every member is known, guided, and supported throughout their financial journey.