Looking Forward: CUNA Mutual Overhauls Service
As part of an ongoing overhaul of operations under new CEO Jeff Post, CUNA Mutual has made further changes to its product offerings and executive team. The company said that its product leaders now report directly to members of the company's executive team, and back-office customer service functions are being centralized into a single area.
CUNA Mutual said its claims, call centers and product administration areas were previously aligned within each of the company's product areas -with product leaders having broad responsibilities. As part of the change, product leaders will focus on building deep expertise in a specific product line, while customer service and support is aligned across CMG.
The new Customer Operations unit will be led by Rick Roy, formerly the company's chief technology officer.