Oregonians Credit Union Blends Digital Innovation and Human Interaction to Strengthen Member Relationships
Milwaukie-based
Oregonians Credit Union (Oregonians) reputation is built on trust, service and
a simple but, enduring belief: people helping people. Founded almost 90 years
ago, the $341 million-asset credit union has grown into a mission-driven
financial institution with more than 18,000 members across seven Oregon locations.
Oregonians’
Retired CEO Sam Launius focused on financial empowerment, member education and
a deeply community-centered approach. Whether supporting Special Olympics
Oregon or raising funds for children’s hospitals, the credit union is a visible
and active partner.
Internally,
the credit union emphasizes what it calls the “Three S’s of Success:”
Self-Aware, Self-Informed and Self-Empowered. All employees are taught the
technical side of credit union work, as well as the personal skills to more
effectively engage and support members.
Choosing
a digital partner
In
2020, Oregonians began searching for a digital banking partner that shared its
values and could support its long-term mission.
According
to Launius, the decision was not about comparing features but rather was
focused on finding a partnership built on trust. Tyfone shares the credit
union’s people-first philosophy. “Every online banking system has bells and
whistles. What we wanted was a team we could trust for the next 20 or 30
years.”
After
extensive research, Oregonians selected Tyfone’s nFinia® Digital Banking
Platform. A key factor in its selection was
the ability to serve as a flexible interface to other essential technologies. Additionally,
Oregonians knew that in the future it would need real-time integration with
fraud tools such as Tyfone’s Cryptographic Device Authentication (CDA) solution.
Launius
said, “Tyfone was a strong cultural fit. They shared our vision for digital
banking as an empowerment tool rather than simple transaction processing.”
A
careful launch strategy
Oregonians
approached the implementation with care and discipline. Rather than rushing to
launch, the credit union deployed a three-part rollout strategy centered on
testing, staff readiness and thoughtful member communication.
Almost
half of the credit union’s employees used their own accounts during the testing
phase, providing them with firsthand knowledge of the new system and the member
experience. When the platform was introduced to the members, staff confidence
was high and internal adoption was strong.
A
smooth member transition
The
credit union communicated directly with members, alerting them of the new
system that would be introduced in early summer. This education campaign
ensured members were aware of the changes, preventing a surge of calls and
confusion that often accompanies a digital banking conversion. As members began
using the new platform, support demand remained manageable, making it a
smoother, staggered transition.
During
the initial roll-out, Oregonians also partnered with a third-party support team
to ensure members could quickly reach a live person with any questions.
Strong
rollout results
Since
launching nFinia, Oregonians has maintained an average rating of 4.6 out of 5
across 890 reviews, with no ratings below four stars during the conversion
period. The credit union also reported no negative comments on Facebook or
other social channels during the transition. Those ratings compare favorably
with banking competitors, whose average score is closer to 3.8.
Oregonians
has built a digital presence that reflects its core values of accessibility,
helpfulness and member-first service. Following the launch, self-service usage
increased by 25%, while overall branch traffic declined by 20%, enabling member
service representatives to focus on providing a more personalized and engaging
experience.
Keeping
digital banking personal
For
Oregonians, the rise in digital usage has not changed its commitment to human
connection. “The nFinia platform provides everything we wanted for our members
digital banking experience,” Launius said. “However, we still want
opportunities to connect face-to-face and help members discover better
financial paths. We took a very proactive approach and doubled down on
education and support. Staff helps members learn how to use digital tools
confidently, while continuing to offer the personal guidance that have long
defined us.”
By
pairing Tyfone’s nFinia platform with a deeply human approach to service,
Oregonians has shown that digital innovation does not have to come at the
expense of personal care. In fact, when done thoughtfully, the two strengthen each
other.