Key Takeaway
Global Credit Union, a $12 billion institution, is leveraging AI and automation to enhance services for its 770,000 members. Led by Lori Moore, SVP of Technology Engineering, the “people-first automation” philosophy prioritizes member experience over technology for its own sake. Her initiatives have generated significant value, including $250,000 from robotics and $1.2 million from an integration platform. The automation strategy has saved 62,000 hours and streamlined operations, allowing staff to focus on complex member needs. By pre-populating information for service representatives, the credit union has reduced call volume by 26%, improving overall service efficiency.
Global Credit Union demonstrates that scale and vision are essential for driving digital innovation. The US$12bn financial institution is implementing AI and automation technologies to benefit its 770,000 members worldwide.
Lori Moore, Senior Vice President of Technology Engineering at Global Credit Union, spearheads this transformation with a unique philosophy. Instead of pursuing technology for its own sake, she advocates for what she terms “people-first automation.”
She joined Global Credit Union in an enterprise architecture role, initially with limited knowledge of the credit union industry. Now, she thrives in a finance environment she loves, utilizing her technical expertise to create value. “Here, we are harnessing these incredible technologies for the benefit of our members,” she states. “It’s grounded in enhancing the member experience and transforming lives. I take pleasure in using my skills for good.”
Enhancing rather than replacing human services
Lori’s approach to AI focuses on augmenting human capabilities rather than replacing employees. Her automation initiatives have produced measurable results while maintaining the essential human element in financial services.
For instance, the credit union’s robotics program alone has generated US$250,000 in value over the past year—a figure Lori anticipates will double in 2025 as automation expands throughout operations.
Her integration platform, built on Salesforce’s MuleSoft technology, processes 300 million transactions annually, delivering US$1.2m in value back to the credit union, which is then passed directly to members.
This philosophy embodies the cooperative structure that characterizes credit union operations, where surplus value is returned to member-owners instead of external shareholders.
Additionally, Global’s AI operations program has saved 62,000 hours while executing 381,000 automated actions in 2025 alone. These systems manage routine tasks that would otherwise take up significant staff time. The automation strategy aims to eliminate context switching—the productivity loss caused by frequently shifting between different tasks. Lori believes that humans struggle with context switching, despite commonly thinking otherwise.
“Automation can provide context to member service center specialists by supplying them with information about the member,” she explains, providing an example. “It means you don’t have that ‘please hold on while I pull up your record’ moment. The 10 seconds of waiting for someone to locate you in the system? You can actually retrieve that information immediately and have it ready on your dashboard.”
In addition to pre-populating member information on service representatives’ dashboards, the systems can even identify potential issues before members raise them, facilitating proactive rather than reactive service.
“It also enables us to deliver information directly to our members,” she continues. “In our member service center, we automatically provide pending transactions and current balances to our members using this technology, reducing the number of calls to our member service center by 26%. This is a significant amount, equivalent to freeing up seven people to address the problems our members need help solving that require human involvement.”
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