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Responsible Banking™ Responsible Banking™ 2020 ANNUAL REPORT Contents Board President Message .................................................................................................................................................................................2 2020 Board Members ..........................................................................................................................................................................................3 CEO Message ...........................................................................................................................................................................................................4 CEO Message and 2020 Executive Team ................................................................................................................................................5 Product and Service Enhancements .........................................................................................................................................................6 Acknowledgements and Accomplishments .......................................................................................................................................7 Our Company ..........................................................................................................................................................................................................8 Co-operative Principles ......................................................................................................................................................................................9 Measuring Performance ................................................................................................................................................................................. 10 2020 Balanced Scorecard .............................................................................................................................................................................. 11 Member First/ Vision/Values/Mission/Purpose ................................................................................................................................ 12 Credit Union Deposit Guarantee Corporation Message ............................................................................................................ 13 Social Responsibility and Innovation Credit Union ....................................................................................................................... 15 Corporate Structure and Governance ................................................................................................................................................... 24 Management Discussion and Analysis ................................................................................................................................................. 59 Consolidated Financial Statement .........................................................................................................................................................105 1 A message from your Board President 2020 was a year many would like to forget: financial governance skill set. Board members were able to complete struggles, job losses, business closures, not to mention all these tasks in a virtual environment, with ease and health and safety concerns throughout the pandemic. enthusiasm. You can be proud of this dedicated leadership Despite all of that, I’d like to remember how proud we are of group. our Credit Union throughout this challenging year. During these unusual times, our commitment to you, the Seeing our leadership team and staff group come together membership, has remained strong through our member to find innovative ways to help you was amazing. They first training initiative. Each day Innovation Credit Union is added additional re-payment options for loans and making progress in becoming a federally regulated credit mortgages. They extended our call centre hours of service union. Thanks to the contribution of every Innovation and trained you how to bank digitally from home using employee, we hope to obtain approval from the Office of your app and online banking. They lessened holds for digital the Superintendent of Financial Institutions soon. cheque deposits and increased touchless payment limits for We were honored to once again be named as a Caring credit cards. They helped you with Government programs Company and a Saskatchewan Top Company in 2020. like CERB and CEBA. And if you did have to visit an advice Thank you for contributing to our success. centre, our facilities staff installed plexiglass barriers to protect you and staff alike. In good times and bad, we aim to follow our Responsible Banking philosophy and 2020 certainly Because of your support through it all, we were still able to put us to the test. We were still able to share profits distribute $1.647 million in Member Rewards back to you. with you and your community. Our investment We also put $504,730 back into your communities in the in technology helped you bank safely from home. form of sponsorships, grants, and scholarships. On behalf Our free banking and loan repayment of the board, management, and staff, thank you for your options helped keep more money in business. your pocket. We’re looking forward to We are also incredibly proud of how well we supported our offering you even more in 2021. And as staff members through COVID-19. They could easily work always, please reach out to us with any from home given our digital systems available to them. No feedback or concerns you have. We’re jobs were lost. And they could still serve you with a smile here to make life simpler for you. through video chats or phone appointments. Thank you to Sincerely, this outstanding staff group for their resilience through all the changes this pandemic presented to them. Last, but certainly not least, thank you to my fellow board Bruce Sack members for their support and dedication to you the Board President membership and our Credit Union. Each board member has a three-year development plan, attends a minimum of two training and development days each year along with additional courses that continue to enhance our 2 2020 Innovation Credit Union Board of Directors Bruce Sack Russ Siemens Mike Davis Joan Baer Jerome Bru President 1st Vice President 2nd Vice President Ian Hamilton Gwen Humphrey Murali Krishnan Gord Lightfoot Michele Wilde We strive to bankingredefine by helping Canadians their lives and reach simplifytheir financial goals by reinvesting profits into our members, our communities, and our people. Now that’s Responsible Banking! Karen Yurko Bryon Zanyk 3 A message from your Chief Executive Officer I am very proud of the steps that we have taken over the past number of years to create one of Canada’s strongest credit unions built on a solid Capital based fueled by our Responsible Banking platform and Innovation’s co-operative principles. Further, I am amazed at how well our team continues to serve members through these uncharted pandemic times. We will get through this pandemic together with our members and arrive stronger because of it. Each year, I use the same CEO message in our strategic plan and annual report. This year will be the same, however the format is different. Innovation is at the cusp of executing on exciting multi-year initiatives. One way to visualize these initiatives is to describe what the results of the work will be in the future. We have done this with the following future based press release: - - - - - - FOR IMMEDIATE RELEASE Innovation Federal Credit Union (May 2026) This challenger credit union is serving members on Microsoft’s Omni-Channel Delivery Platform - Canada’s first purely digital challenger credit union. Innovation Federal Credit Union (IFCU) transformed to meet the needs of Canadians with a focus on simple frictionless experiences, tailored advice & guidance, and excellent rates & service. In addition, Canadians are looking for rich and meaningful digital and mobile experiences, so Innovation adopted a digital-only branchless approach to augment their current advice centre array, creating an outstanding user experience resulting in an excellent Net Promoter Score (77% compared to the 45% average for Canadian banks) with their popularity driven predominantly by word of mouth. The response has been so good that 50% of all new members come through referrals. The absence of traditional brick-and-mortar expansion costs translates into savings that are passed on to members in the form of free services and Member Rewards for everyday banking™. Canadians, especially millennials want digital experiences - In addition to their current membership, Innovation focuses on people between 18 and 45 years of age and created a digital advice centre (branch) as a key pillar to address millennials’ preference for online, social and mobile channels as opposed to traditional banking branches. Reinventing financial services for simplicity - After conducting market research, one of the first and most significant issues Innovation addressed was the intensity of technology. Simplicity is the foundation of Innovation’s onboarding process, designed to be simple and user-friendly. IFCU does not plan to have a large number of physical locations as they grow, so its employees visit members as required. The member experience can be completely digital and available from a web browser or a mobile device, resulting in fully digital onboarding. Launching
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