Project Differentiation

ROBINS FEDERAL CREDIT UNION

As a member-owned, not-for-profit financial cooperative, Robins Federal Credit Union is committed to our members. We will uphold our fundamental responsibility to actively serve people within our field of membership, and as appropriate, the communities in which they live. We will treat all members with respect and dignity and we will offer honest, fair service to all members at all times. We will deliver a range of low or no cost products and services to the diverse economic and social make-up of our members and potential members. We will look for better ways to reach out to the unserved or underserved in our field of membership. And we will continually, in all facets of operations, demonstrate the value of membership in Robins Federal Credit Union.

We will monitor and communicate our service to members in a meaningful way so that members, potential members, legislators, regulators, and the community at large will understand and appreciate the unique role that member-owned financial cooperatives play in their lives.

Throughout Robins Federal Credit Union's strategic plan, we will put forth every effort to enable our members to become financially self-sufficient and successful. We will place high importance on consumer education and the teaching of financial thrift.

This Statement of Commitment to Members is consistent with our credit union principles of "Not For Profit, Not For Charity, But For Service" and our philosophy of "People Helping People". This statement represents good business practices that ensure the financial strength of our credit union on behalf of our members.

Adopted by the Board of Directors of Robins Federal Credit Union on ___________________.

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Chairman, RFCU Board of Directors

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Secretary, RFCU Board of Directors

Section 1: Service to Members

Robins Federal Credit Union strives to offer services designed to improve the economic and social well being of all members from all socio-economic backgrounds, including our low- and moderate-income members, and return financial value to all those who participate in our member-owned financial cooperative.

Current Services that Help Improve the Economic and Social Well Being of Members:

People to People Association - An association specifically designed to allow people in the field of membership area and students to become members of Robins Federal Credit Union if they fit within the low-income qualifications as defined by NCUA.
Free checking - There in no monthly fee, per item processing fee, nor minimum balance requirement for the Robins Federal Credit Union checking account.
No Charge Home Banking - There is no charge to participate in the home-banking program of Robins Federal Credit Union. This includes transfers between accounts, histories, inquiries, or general information.
No Charge ATM Usage - There is no charge for Robins Federal Credit Union members to use an RFCU ATM and no RFCU charge to members using foreign machines.
Risk-based Lending - This program allows Robins Federal Credit Union to adequately serve more members by providing not only excellent loans to our members with "squeaky clean credit" but also to our members who have had financial difficulty and whose credit worthiness has been tarnished.
Student Loans - Insured by the US Government, Robins Federal Credit Union has student loans, as well as other types of parental assistance loans, to the college-bound members and their families.
Members Financial Services - This is an investment program that offers unique financial and investment services (such as mutual funds, annuities, stocks, etc.) to Robins Federal Credit Union members.
Rockin' Robin Club - A youth membership club targeted at children ages 0-12. This club promotes savings and good money management for the young members of Robins Federal Credit Union and makes saving "cool". Rockin' Robin, (a robin wearing a flight cap that portrays the earliest logo of RFCU), sponsors several social events during the year and makes personal appearances at special children's functions. The Rockin' Robin Clubhouse is a children's page on the Robins Website.
Viking Club - Robins Federal Credit Union is one of the few credit unions across the county that has an entire county school system in its field of membership. Once a month the credit union has an office in the schools and allows select students to have hands-on experience in running "their" credit union.
Member Survey of Service - On a continuing basis, members are urged to complete the "How Are We Doing" surveys that are available in every office of Robins Federal Credit Union. There is also a program that rates the phone service area of the credit union.
Scholarship - Robins Federal Credit Union provides college scholarships to graduating High School seniors who are credit union members.
Support Department Survey - All employees within the credit union complete departmental surveys to determine how support areas are performing. Not only is it important to provide quality service to the members, but it is equally important to support the employees who serve the membership directly.

New Services Planned for the Coming Year:

Implement quality service program for all member service contact positions.

Section II: Member Education

Robins Federal Credit Union is committed to member and consumer financial education; in addition we are committed to educating members and consumers, alike, about credit union uniqueness, philosophy, and values.

Current Programs that Support Member Education and Advocacy:

Speakers Bureau - Robins Federal Credit Union has trained employees on various financial topics and provides them as speakers to the community. Some of the topics include: Credit Union Philosophy, Credit Management, and Preparing a Budget.
Newsletter Articles - Each quarterly newsletter inserted into the member's statement contains valuable consumer information. These articles relate not only what is going on at the credit union but also timely information concerning CU legislation and Online safety tips.
CU Philosophy Training - Several hours are spent during Employee Orientation acquainting the new employees with the uniqueness and philosophy of credit unions. What better way to "sell" the member on the value of their membership with Robins Federal Credit Union than to "sell" the concept to our new employees and enable them to pass on the good news!
Consumer Credit Counseling Services - Robins Federal Credit Union uses the resources of CCCS to provide assistance to our members who find themselves in financial difficulty that requires more extended counseling that we provide. With this resource not only does the member benefit from the timely assistance but they are able to learn the appropriate way to manage their money.
School Books - Robins Federal Credit Union has provided the book "How Chuckie Taylor Got What He Wanted...and You Can To" as a resource book for the schools in Taylor County. This book, published by CCCS explains in 8th grade lingo how the financial system works, how to safeguard your credit and what to do if you find yourself in financial trouble.
Consumer Education Seminars - The Credit Union holds special seminars during the year on timely topics such as retirement investing, estate planning, and insurance products.
Materials and Flyer Display - In each Robins Federal Credit Union lobby, there is a brochure rack that provides not only information on the products and services of RFCU but also on many financial related topics that would be of interest to the membership.

New Programs Planned for the Coming Year:

Continuing to expand the Robins Federal Credit Union Web-site. Many valuable financial information links are to be added.
Hold a Credit Union Financial Fair for the community.
Schedule members' quarterly seminars to explain:
a. Internet/website
b. Home banking/Bill payment services
c. Other services of the credit union
Conduct seniors' quarterly seminars to explain usage of RFCU's access avenues.
Establish home banking users group to meet on a monthly basis for suggestions and refinements.
Install and utilize interactive demonstration devices for member education in branch lobbies.

Section III: Involvement/Governance

Robins Federal Credit Union will endeavor to preserve credit union democratic principles, including demographic representation and volunteer participation in credit union activities.

Current Programs That Support Involvement/Governance:

Ambassador's Program - A program that gives a Select Employee Group's representative the chance to voice their opinion of the products and services of the credit union and help define the scope of assistance needed from the credit union representatives. This also gives Robins Federal Credit Union another opportunity to say thank you for their support and encourage participation in the governing and policy making procedures of the credit union.
Board and Committee Attendance Standards - Standards were established for all members of the Board of Directors and Committee Members defining the requirements for attendance at meetings.
Board and Committee Training Requirements - Required programs of training have been established for all Board and Committee members.
Board of Directors Nominations and Elections - The resumes of each incumbent and newly nominated board candidate is published and distributed to all members of the credit union. A mail ballot is used to elect the director(s). To encourage maximum participation, incentives are offered to the membership for early response. The names of responders are also in prize drawings at the Annual Meeting
Annual Meeting Attendance - This annual meeting of the membership places a special emphasis on the importance of the member as well as provides them an opportunity to learn more about the products and services of the credit union. To encourage attendance at the meeting, numerous cash and product prizes are awarded.

New Programs Planned for the Coming Year:

Establish a focus group that will analyze ways to improve existing products and services.

Section IV: Diversity

Robins Federal Credit Union recognizes the value of demographic diversity in membership and staff as well as in volunteers, and will strive to bring people of diverse backgrounds and experiences into leadership and other roles at the credit union.

Current Programs that Promote Diversity:

Member Market Segmentation - Robins Federal Credit Union uses an MCIF to help determine the demographic makeup of its members. An analysis of the household income data of the membership ensures diverse market segments have programs and services that meet their diverse needs.
Equal Employment Opportunity - Robins Federal Credit Union actively seeks to fill vacancies by hiring qualified candidates without regard to race, creed religion, or socio-economic status, seeking to represent the community in which we operate.
SEG Participation and Penetration Goals - Definite goals have been established to ensure that SEGs are being served in the same manner as our primary sponsor groups and given the opportunity to participate in the growth of Robins Federal Credit Union.
Student Employees - Occasionally RFCU has the opportunity to use some of the local students (both high school and college) to augment the current staff. The DECCA program with high schools and the Summer Hire program are both beneficial to Robins Federal Credit Union. The students get a chance to determine their aptitude for a position in a financial institution.

New Programs Planned for the Coming Year:

Develop possible CDROM Marketing to SEGs
Implement an enhanced MCIF system to measure and improve value of service to members.
Establish an operational CUSO to provide non-traditional credit union services to the members and the community.

Section V: Commitment to the Credit Union Movement and other Cooperative Activities

Robins Federal Credit Union will work to build and strengthen our unique credit union movement by providing financial and in-kind resources to others within the credit union community, and by actively advocating the credit union difference at all levels of government and in other appropriate public forums. In addition, Robins Federal Credit Union will participate in local, state and national cooperative activities as appropriate, and will strive to build and strengthen relationships with other sectors of the national cooperative movement.

Current Activities that Support the Credit Union Movement:

Image Campaign - Robins Federal Credit Union participated in an Image Campaign that portrayed what our members think of "their" financial institution. This was produced and run on local TV stations.
Political Action Participation - Robins Federal Credit Union has been very active in supporting our "friend of Credit Unions" delegates in local and state government through support and attendance at public meetings, phone banks and other fund raising events.
Leadership Roles - Robins Federal Credit Union has several employees who are on Chapter, State and National Committees or Boards.
Shared Service Centers - Not only is Robins Federal Credit Union part of the SSC network, but has an office that supports the SSC platforms and plans to convert other offices as the year progresses.
Deduct-A-Buck Program - The employees and membership of Robins Federal Credit Union are given numerous opportunities to sign up and participate in the national Deduct-A- Buck Program to provide additional funds for CULAC. ... and other Cooperative Activities:
Mentoring - Robins Federal Credit Union is in the process of mentoring a potential new credit union. Staff and assignments have been given to help form the basis of a credit union that could have a potential membership of about 5 million members.
Sharing of Facilities and Staff - A tentative commitment has been made to provide administrative and functional assistance to a new credit union.
GLAT (Government and Legislative Action Team) . This team leads the staff in political activities.

New Programs Planned for the Coming Year:

Explore non-monetary involvement in various political activities.

Section VI: Public Service / Corporate Citizenship

Through direct financial support or other in-kind contributions to worthwhile local organizations, and by participating in public service activities, Robins Federal Credit Union strives to be an active partner in our community. We recognize that practicing good Citizenship supports the Credit Union Philosophy of People Helping People. Furthermore, it will help raise the overall level of social and economic well being of those in our community, help to strengthen ties within the community, and better position us to reach out and serve - as only credit unions can - those people in greatest need of affordable financial services.

Red Cross Disaster Team Members - Among the staff of Robins Federal Credit Union are several employees who are trained by the Red Cross and are active in disaster assistance provided by the Red Cross. These employees are given Administrative Leave to perform their duties to the Red Cross team.
United Way Participants - The United Way Campaign is supported by Robins Federal Credit Union.
Children's Miracle Network - Staff of Robins Federal Credit Union are active in the campaign to raise funds for the Children' Miracle Network.
Community Outreach Program - This program was designed for and by the employees of Robins Federal Credit Union to utilize the many talents of the employees in reaching out to the community. These are just some of the opportunities in which the employees participate:

Deliverers for the local Meals on Wheels program.
Carousel Riding Program - helping the persons with handicaps go horseback riding.
Repainting (and providing a fun environment) for Rainbow House, a home for abused children and mothers.
Painting and decorating a state funded Day Care Center located in a very impoverished area of town.
March of Dimes Walk America.
MD Bowl-a-thon.
Christmas in April - a program that helps the elderly or physically unable to repair and "clean-up" (painting, decorating, planting flowers, etc.
Assist in project time at local nursing homes.
Mentoring the people in the area who are preparing for citizenship.
Helping teach an illiterate adult to read.
Conduct several Blood Drives.
Reading to several school classes.

New Public Service Activities Planned for the Coming Year:

Continue to increase number and availability of activities in which staff can participate.
Utilize Intranet to communicate various activities to staff.