From its headquarters in Alaska, a state often associated with geographic isolation, Global Credit Union is emerging as an unlikely epicenter for digital banking innovation. The US$12bn financial institution is strategically deploying artificial intelligence and automation to serve its 770,000 members across the globe, challenging the notion that technological leadership is confined to traditional tech hubs. This transformation is guided by a philosophy that prioritizes human connection over sterile efficiency, ensuring technology serves the members rather than simply the bottom line.
At the helm of this initiative is Lori Moore, Senior Vice President of Technology Engineering, whose unconventional journey from consumer goods to finance shapes her distinct vision. Moore champions an approach she terms “people-first automation,” a strategy focused on using advanced technology to enhance, rather than replace, the human element crucial to the credit union’s mission. It’s a model that leverages sophisticated tools to empower employees and deepen member relationships, proving that the cooperative principles of credit unions can thrive in the digital age. This philosophy is about augmenting human capabilities to better serve the community, a mission Moore embraces as “using skills for good.”
A Philosophy of Augmentation
The core principle guiding Global Credit Union’s technological adoption is augmentation, not replacement. Lori Moore’s strategy is explicitly designed to empower employees by removing the burden of repetitive, manual tasks, thereby freeing them to concentrate on higher-value work that requires a human touch. This includes complex problem-solving, personalized financial guidance, and building rapport with members. Moore likens the role of AI in her organization to “having an enthusiastic intern at your shoulder, helping you out, grabbing things for you.” In this model, the technology is responsible for rapid information retrieval and data processing, while human staff provide the irreplaceable skills of interpretation, nuanced decision-making, and empathy.
This human-centric approach is resonating within the industry. Leaders at other institutions, such as FORUM Credit Union, echo this sentiment, emphasizing that their goal with AI is not to replace underwriters but to enable them to focus on more complex loan cases while automation handles routine decisions. By automating the mundane, employees are liberated to engage in more rewarding and impactful work. This shift enhances productivity and service quality without necessarily reducing headcount, directly aligning with the “people helping people” philosophy that has long defined the credit union movement.
The Digital Imperative for Credit Unions
The push for technological advancement at institutions like Global Credit Union is not happening in a vacuum. It is a strategic response to a fiercely competitive financial landscape where traditional community-based institutions are challenged by the speed and convenience of national banks and agile fintech startups. Today’s members expect seamless, mobile-first digital experiences for everything from account opening to loan applications. For credit unions, digital transformation is no longer a peripheral project but a central pillar of their competitive strategy. According to one 2024 report, digitally mature credit unions experience up to twice the annual revenue growth compared to their less technologically advanced counterparts.
This urgency is reflected in industry-wide investment trends. Surveys indicate that 76% of credit unions plan to increase their technology budgets, and a staggering 92% of all financial institutions intend to embed fintech solutions directly into their digital banking platforms. Spending on digital initiatives has surged, rising from an average of $220,000 per $1B in assets in 2021 to $780,000 in 2023. The message is clear: to remain relevant and continue growing, credit unions must evolve. They must leverage data and automation not only to improve efficiency but also to anticipate and meet the needs of a new generation of members.
Artificial Intelligence in Action
Across the industry, credit unions are moving beyond theoretical discussions of AI and implementing practical solutions that yield measurable results in efficiency, member satisfaction, and security.
Streamlining Lending and Operations
One of the most significant impacts of AI has been in the lending department. AI-driven systems can now automate much of the underwriting process, analyzing credit scores, income, and other financial data to make rapid decisions on routine applications. This is a capability that 15% of credit unions already possess. For example, Indiana’s FORUM Credit Union found it could process up to 70% more loans with AI automation without adding staff. Beyond underwriting, AI tools are automating the entire document review process for loans, auditing application packets, verifying calculations, and flagging inconsistencies that could indicate fraud. This allows loan officers to focus their expertise on resolving exceptions and providing personalized support to members navigating complex financial decisions.
Enhancing the Member Experience
Personalization is a key differentiator for credit unions, and AI is amplifying this advantage. By analyzing member data, AI systems can help institutions anticipate needs and offer tailored products, from savings plans to loan options, at precisely the right moment. This data-driven approach fosters a more engaging and supportive member experience. Furthermore, AI-powered chatbots and virtual assistants now provide 24/7 support for routine inquiries, such as balance checks and transaction histories. This instant, always-on service frees human staff to handle more complex and sensitive member issues that require empathy and in-depth knowledge.
Bolstering Security and Compliance
In an era of increasing digital threats, AI offers a more proactive approach to security. These systems can analyze immense volumes of transaction data in real time, identifying unusual patterns or suspicious activities that could signal fraud far faster than traditional methods. This allows credit unions to detect and respond to threats before they escalate into significant security breaches. AI also plays a crucial role in managing regulatory burdens by automating compliance checks and generating the reports required to meet strict industry standards, reducing the risk of human error and improving overall efficiency.
Navigating the Challenges of Implementation
Despite the immense potential of AI, its adoption is not without significant challenges. Credit unions must navigate a complex landscape of technical hurdles, financial costs, and critical ethical considerations to successfully integrate these powerful new tools.
Technical and Financial Hurdles
Integrating modern AI platforms with legacy banking systems is a primary obstacle, particularly for smaller institutions with limited resources. These older systems often lack the flexibility and data-processing capabilities required for real-time AI applications. Furthermore, the cost of implementing AI can be substantial, requiring significant upfront investment in technology, infrastructure, and specialized talent. This technological divide risks leaving smaller community banks and credit unions behind their larger, better-funded competitors.
Security, Bias, and Trust
The use of AI introduces profound responsibilities regarding data. Protecting sensitive financial data from security breaches is a top concern, as AI systems can be vulnerable to sophisticated cyberattacks. Beyond security, there is the critical issue of algorithmic bias. If AI models are trained on historical data that contains hidden biases, they can perpetuate or even amplify unfair or discriminatory outcomes in areas like lending. For member-owned institutions built on a foundation of fairness, ensuring that AI systems are transparent, ethical, and equitable is paramount to maintaining trust.
The Human Element
Technology alone is not enough; a successful digital transformation requires a skilled workforce capable of using the new tools effectively. A significant barrier to realizing a return on investment is the lack of AI expertise among staff. Credit unions must invest heavily in comprehensive training programs to upskill their employees, ensuring they are comfortable and proficient with AI-powered systems. This focus on employee development is critical to fostering a culture that embraces, rather than resists, technological change and innovation.
The Future of People-Centric Banking
The digital transformation sweeping through the credit union sector is not merely about adopting new technologies; it is about reimagining service delivery for a digital-first world while staying true to the movement’s foundational principles. The work being done at Global Credit Union under Lori Moore’s leadership illustrates a pathway forward where innovation is measured not just in efficiency gains but in the strengthening of member relationships. By embedding a “people-first” ethos into its technology strategy, the institution is creating a model for the future of cooperative finance.
As AI and automation become more deeply integrated into every facet of banking, from loan origination to customer service, the defining factor for success will be the ability to balance digital convenience with a tangible human touch. The ultimate goal, as envisioned by Moore, is to use these powerful tools to create a more responsive, personalized, and supportive financial experience. This ensures that even as transactions move to apps and algorithms, the core mission of people helping people not only survives but is amplified, building a new generation of loyalty and trust in an increasingly competitive market.