At Achieva Credit Union, modernization isn’t about chasing trends. It’s about keeping pace with rising member expectations and staying viable in a fast-changing financial landscape. For Dave Germann, Achieva’s Chief Lending Officer, the driving forces behind building a more unified account opening experience are clear.
“Banks don’t hesitate to invest in technology,” Germann says. “Credit unions tend to be more cautious. But our members’ expectations aren’t being set by credit unions anymore. They expect loans to work like Amazon. Do you want it this evening? Overnight? Tomorrow?”
With nearly four decades in financial services and more than ten years in the credit union space, Germann has seen what happens when institutions hesitate. Standing still isn’t conservative, in his view. It’s risky.
“You’re either going to invest in technology and grow,” he says, “or you’re going to lose members and fall behind. If we can make something simpler for our members and our employees, I don’t ever see a downside.”
That mindset isn’t limited to one executive. It reflects how Achieva’s leadership team approaches modernization: simplify relentlessly, protect members, and invest in tools that help people – not replace them.
Key Results
- Consistent account opening experience across online and in-branch channels
- Loan applications, membership, and deposits often double within 30-60 days of a new Clutch rollout
- AI-powered identity verification strengthens fraud prevention
- Staff spend less time on manual processes and more time helping members
When the Experience Didn’t Match the Expectation
Account opening has long been a pain point across the industry. Online, Achieva could offer a relatively fast experience. In the branch, the same process could take far longer.
“A member could open an account online in five or ten minutes,” Germann recalls. “That same member comes into a branch on their lunch hour and ends up late for work because it takes so long.”
The inconsistency wasn’t acceptable. “How can we replicate the online experience in the branch?” he asked. “That was really the problem we needed to solve.”
The goal wasn’t to force members into digital channels or keep them in the branch. It was to remove friction everywhere and let members choose how they engage.
Choosing Technology That Makes Life Easier
Achieva began using Clutch for online account opening and is now rolling out in-branch account opening that mirrors the digital experience. What mattered most to Germann wasn’t just efficiency – it was making sure technology improved outcomes for members and employees at the same time.
“When Clutch comes out with something, everybody wins,” he says. “It’s not harder for one group for the sake of another.”
That win-win outcome mattered internally, too. Like many credit unions, Achieva had employees who initially worried that automation meant job loss.
“I really don’t see this being the case,” Germann explains. “I don’t know one credit union that embraces technology and then lays people off. We want technology to handle the mundane things so employees can enjoy their jobs and do what they actually want to do, which is helping members.”
By involving hesitant team members directly in demos and discussions, resistance shifted to anticipation. “One of the biggest naysayers looked at me after a demo and said, ‘That solves every headache we have.'”
Security, AI, and the Risk of Doing Nothing
As more processes move online, concerns about security and fraud naturally follow. Germann takes those concerns seriously, but he also reframes them.
“Not doing something is also a risk,” he says.
Fraudsters adopt new technology quickly, and falling behind only increases exposure. “We’re already using AI to verify identity, people just may not realize it,” Germann explains. “The bad actors are the first ones to use new tools. If you don’t, you’re behind.”
His approach to AI mirrors his approach to technology overall: embrace it, stay cautious about protecting member data, and don’t ignore it. “It’s here. It’s not going away,” he says.
What Changed After Unifying Account Opening
Germann avoids focusing on a single metric. Instead, he looks at patterns.
“Every time we’ve implemented something with Clutch, give it 30 or 60 days and everything takes off,” he says. “Loan applications increase. Volumes increase. Membership grows. Deposits grow. Checking accounts grow.”
The impact is noticeable and fast. “In many cases, it’s not incremental,” Germann adds. “It’ll double.”
But the shift wasn’t just in growth. It was in making time for what matters. “Our employees now have the time to help members,” he explains. “They’re not spending an hour on something that should take ten minutes.”
Member feedback reflects that change. “They tell us it was simpler than they expected. Faster than they thought it would be. And when they need help, they feel like our employees really helped them.”
Technology didn’t replace the human touch. It created space for it.
Request a demo of Clutch’s Digital Account Opening solution: Learn more