The intended member need, eligible lending channels, assets, and program boundaries are documented.
Evidence examples: Approved strategy, scope, target-member analysis, participating channelsCredit union F&I program evaluation framework
Evaluate the whole program, not just the product or provider.
Review 32 evidence points across strategy, products, third parties, member education, workflow, servicing, governance, and launch readiness. Your entries remain on this screen and are not submitted.
How to use it
A score starts the conversation. Evidence supports the decision.
- 01Rate the evidence
Use the strongest current evidence available, not an expected future state.
- 02Resolve critical gates
A high overall score cannot offset an unverified critical launch condition.
- 03Assign the gaps
Print the result and record owners, evidence, conditions, and due dates.
01
Strategy and member need
Does the program solve a defined member problem within the credit union’s mission and risk tolerance?
Program goals balance member outcomes, service quality, operational performance, risk, and sustainable value.
Evidence examples: Goal statement, measures, owners, thresholds, reporting cadenceThe credit union has documented situations in which an available product may not fit a member.
Evidence examples: Eligibility rules, suitability guidance, exclusions, exception proceduresAn executive sponsor and cross-functional program owner have defined authority and accountability.
Evidence examples: Governance charter, responsibility matrix, escalation path02
Product and legal structure
Can stakeholders explain exactly what is offered, by whom, under which approved terms?
Critical gate
Each product’s legal structure, obligor, provider, administrator, insurer or backing party is verified.
Evidence examples: Approved contracts, forms, licenses or authority, organization chartCoverage, exclusions, limits, eligibility, deductibles, waiting periods, pricing, and jurisdictions are documented.
Evidence examples: Current forms, rate files, eligibility matrix, jurisdiction approvalsCancellation, refunds, early payoff, total loss, repossession, claims, and complaints have defined treatment.
Evidence examples: Contract terms, procedures, responsibility map, service standardsCritical gate
Legal and compliance reviewers have approved member-facing language, forms, workflow, and change controls.
Evidence examples: Dated approvals, issue log, conditions, change-review process03
Provider and third-party oversight
Is the relationship supported by evidence the credit union can verify and monitor?
Ownership, leadership, business model, affiliates, subcontractors, financial condition, insurance, and references are reviewed.
Evidence examples: Due-diligence file, financial review, insurance evidence, reference notesOperational, compliance, security, complaint, litigation, continuity, and performance history are evaluated.
Evidence examples: Reports, testing, complaint history, continuity plans, legal reviewCritical gate
The agreement creates enforceable responsibilities, service levels, reporting, audit, change, remedy, and cooperation rights.
Evidence examples: Executed agreement, schedules, service levels, audit and remediation clausesOngoing monitoring and an executable exit plan protect members if the relationship changes or ends.
Evidence examples: Monitoring calendar, thresholds, transition plan, data return, open-case servicing04
Member education and voluntary choice
Can employees support an informed decision without pressure, ambiguity, or unsupported promises?
Critical gate
Employees clearly explain that optional products are voluntary and separate from credit approval or favorable terms.
Evidence examples: Approved conversation framework, disclosures, observations, file reviewThe member receives understandable purpose, total cost, financing effect, coverage, limitations, exclusions, and next steps.
Evidence examples: Member materials, cost presentation, contract delivery, quality reviewTraining prepares each role to identify relevance, explain only approved facts, respect a decline, and escalate questions.
Evidence examples: Role curriculum, knowledge checks, scenario practice, coaching recordsAcceptance and decline are documented accurately, and member questions are used to improve education.
Evidence examples: Workflow records, quality sampling, question themes, content updates05
Workflow, technology and controls
Will the program operate accurately across common, boundary, exception, and failure scenarios?
The end-to-end path covers eligibility, rating, selection, contracting, delivery, storage, reporting, cancellation, and support.
Evidence examples: Current-state and future-state maps, procedures, system responsibilitiesData flow, access, integrations, privacy, security, retention, incident response, and vendor access are reviewed.
Evidence examples: Architecture, data inventory, access matrix, security review, incident planCritical gate
Testing includes eligible, ineligible, boundary, unavailable-product, correction, cancellation, refund, and failure scenarios.
Evidence examples: Test plan, expected results, defects, retests, approval evidenceQuality control, reconciliation, exception management, record retention, and change management have named owners.
Evidence examples: Control inventory, reconciliations, exception logs, release approvals06
Servicing and member support
Can the credit union remain helpful after closing when the member needs action or an answer?
Members receive usable contacts and documents for claims, total loss, repairs, cancellation, refunds, and complaints.
Evidence examples: Delivered documents, contact testing, member-facing instructionsResponsibilities and service standards are defined across the credit union, provider, administrator, and other parties.
Evidence examples: Responsibility map, service levels, handoffs, escalation matrixOpen cases, aging, unresolved requests, exceptions, complaints, and recurring service themes are visible.
Evidence examples: Case reporting, aging reports, complaint taxonomy, management reviewCritical gate
Cancellation and refund calculations, approvals, application or payment, notification, and reconciliation are controlled.
Evidence examples: Procedures, calculation support, dual controls, notices, reconciliation07
Measurement and governance
Can leaders distinguish member outcomes, control quality, operational performance, and business results?
Measures have exact definitions, populations, sources, owners, baselines, limitations, and review cadence.
Evidence examples: Measurement dictionary, baseline file, reporting responsibilitiesManagement reporting includes member questions, complaints, cancellations, refunds, claims support, errors, and exceptions.
Evidence examples: Dashboard, trend review, segmented analysis, meeting recordsBusiness measures are reviewed alongside service and control evidence rather than used as isolated pressure targets.
Evidence examples: Balanced scorecard, incentive review, manager guidanceCritical gate
Thresholds trigger documented investigation, corrective action, escalation, or a program stop decision.
Evidence examples: Thresholds, issue management, action plans, stop authority08
Launch and continuous improvement
Is the credit union ready to launch within defined limits and improve from real evidence?
Critical gate
Go-live gates require approvals, trained roles, successful testing, verified documents, operational support, and reporting.
Evidence examples: Signed launch checklist, conditions, owners, evidence linksLaunch scope, volume, channels, products, jurisdictions, and stop conditions are explicit.
Evidence examples: Launch plan, limits, rollback or stop decision pathThirty, sixty, and ninety-day reviews have owners, evidence requirements, and decision questions.
Evidence examples: Review calendar, agendas, reporting pack, action logMaterial changes trigger renewed product, legal, workflow, training, testing, and governance review.
Evidence examples: Change policy, materiality standard, approval and communication recordsDecision record
Turn findings into accountable work.
Complete these fields on the printed copy for every material gap, partial finding, or approval condition.
Methodology and primary sources
The framework translates broad supervisory and consumer-protection principles into program-level review questions. It is not a regulator-issued checklist.