CUNA News Podcast: Recent Episodes
Credit Union National Association
Credit unions need a sustainable approach to growing deposits. One component of that is the use of high-yield accounts, says Alisha Crafton, chief growth officer at Kasasa.
In this episode, sponsored by Kasasa, Crafton examines the company’s use of data and analytics, industry trends, the concept of “phantom growth,” deposit growth strategies, and more.
Housing finance and affordable housing take center stage on this week’s episode, sponsored by the Council of Federal Home Loan Banks (FHLB).
Ryan Donovan, president/CEO at the council, updates listeners on a recent report from the Federal Housing Finance Agency (FHFA) and discusses how FHLBs support mortgage financing, the council’s Affordable Housing Program, success stories from this program, and more.
Join Michael Bell from Honigman LLP for an exciting discussion about growth planning. Mr. Bell provides a glimpse of his practice helping credit unions navigate the world of mergers and acquisitions. Mr. Bell shares his expertise regarding strategic planning and growth, key considerations for the merger process, and perspectives on field of membership and chartering.
Key Takeaways:
- Recognize common misconceptions and pitfalls in strategic planning around growth;
- Understand key considerations for credit unions merging with another credit union or purchasing bank assets;
- Learn about the optimal charter for a merger and common issues related to charger changes; and
- Hear about potential improvements that would make the chartering and merger process easier.
Bio: Michael Bell
Mr. Bell serves as Chair of the Financial Institutions Practice Group at Honigman. He represents financial institutions throughout the United States and has completed over 40 M&A transactions in the past five years. In 2011, he pioneered a new option for credit unions to achieve rapid growth with the first purchase of a whole bank by a credit union. For the past decade, he has completed the majority of credit union purchases of banks and has become the nationwide leader and go-to legal adviser in this space. Mr. Bell has also helped credit unions acquire other businesses, including insurance and investment companies, trust companies, real estate brokerages, mortgage originators and specialized lenders. He additionally advises financial institutions on all regulatory matters at the state and federal level. Mr. Bell has extensive experience counseling individual entrepreneurs through publicly traded companies on strategies such as non-organic growth and strategic planning.
Succession planning is about strategic oversight and ensuring your organization is relevant and future-focused.
In this episode of the podcast, Susan Mitchell, CEO of Mitchell Stankovic and Associates, talks about the importance of having an organization-wide succession plan, why taking a forward-focused approach is critical, how succession planning fits into the credit union’s strategic plan, and more.
Credit unions have a renewed focus on fostering member’s financial health and, increasingly, those efforts are digital and mobile-first, says Nicole Harper, director of corporate strategy at Jack Henry.
In this episode of the podcast, sponsored by Jack Henry, Harper examines credit unions’ role in fostering financial health, financial wellness trends, available mobile-first resources, challenges to promoting financial wellness, success stories, and more.
Brian Fassett, Advantis Credit Union’s director of learning and development joins today’s episode of the America’s Credit Union podcast to share how the $2 billion asset credit union in Portland, Ore., goes about finding and developing prospective leaders within the organization.
Jon Sexton, senior vice president of Culture and Leadership Development at Vibrant Credit Union, will follow with a deep look at identifying potential leaders and training them through the organization.
Join this panel discussion with Meredith Fuchs, General Counsel at Plaid, and Ben Maxim, Chief Digital Strategy and Information Officer at Michigan State University Federal Credit Union, highlighting initial takeaways from the Consumer Financial Protection Bureau’s proposed rulemaking to establish open banking and implement section 1033 of the Dodd-Frank Act. Fuchs and Maxim cover the benefits and challenges of building APIs to share consumer financial data and how your credit union should be evaluating this transition to open banking as the CFPB works to finalize its rule.
Key Takeaways:
- Understand the objective of the CFPB’s Section 1033 open banking rulemaking;
- Hear a credit union’s perspective regarding their journey to build an API; and
- Delve into some unresolved issues from the CFPB’s proposed rule.
Credit unions deliver billions of dollars in financial benefits to both members and nonmembers—and now we can prove it.
The Credit Union Impact Dashboard from America’s Credit Unions provides an easy, interactive way to demonstrate how credit unions outperform their peers. It updates in real time to tell the credit union story, measure their transformative power, and showcase how they outperform other financial institutions.
In this episode, Schenk and America’s Credit Unions Senior Economist Ligia Vado explain the dashboard and what it can do, the importance of quantifying the credit union difference, and more.
Find the first crop of stories from America’s Credit Unions’ 2024 Governmental Affairs Conference (GAC) on last week’s podcast, where credit union leaders discussed small credit unions, member service, fintech, advocacy, and more.
We’re back at it this week with America’s Credit Unions’ Samira Salem, Northwest Community Credit Union’s Jose Garcia, Worldwide Foundation for Credit Unions’ Mike Reuter, Defense Credit Union Council’s Tony Hernandez, and Olympic gold medalist Shaun White.
Listen in as America’s Credit Unions Deputy Editor Bill Merrick and Associate Editor Brock Fritz talk with these credit union advocates about diversity, equity, and inclusion; advocacy, servicemember credit unions, and more.
Highlights from the 2024 Governmental Affairs Conference (GAC)
Conversations with some of the more than 6,000 credit union leaders who attended the year's premier advocacy event.
There are countless ways to connect with consumers in 2023. There are also countless competitors seeking to make those connections.
Co-op Solutions President/CEO Todd Clark joins the CUNA News Podcast to discuss how credit unions can navigate the fintech-heavy landscape by engaging members every day.
Clark and CUNA Digital Media Design Specialist Yeekeng Yang also discuss the payments technology landscape, market research that came out of 2023 Co-op THINK, challenges credit unions face in the technology realm, and more.
This episode of the CUNA News Podcast looks at this legislation and its potential impact on credit unions, consumers, and small businesses.
Jason Stverak, CUNA’s deputy chief advocacy officer, explains the implications of Durbin 2.0, how the CUNA-League advocacy team is addressing this threat, and how credit union leaders can get involved.
We continue with a look at how $387 million asset KCT Credit Union in Elgin, Ill., uses interchange income earned from its affinity, purchase, and other card transactions to assist local school districts. Sharing their insights are Mike Lee, KCT president/CEO; Richard Gose, CUNA’s chief political officer; and Keith Sias, senior vice president of governmental affairs at the Illinois Credit Union League.
After helping a formerly incarcerated individual raise his credit score, Marine Credit Union’s Zach Hancock “wanted to find a way to help.”
He joins this episode of the CUNA News Podcast to share how he made it happen by teaching a financial empowerment course at the La Crosse County Jail in Wisconsin.
While they’ve achieved the top leadership spot at their organization, CEOs know they must still take advantage of every opportunity to learn.
Three credit union CEOs—all with varying lengths of time in the top spot—joined the CUNA News Podcast to discuss their career journeys and what they’ve learned along the way.
Joining the podcast are:
- Doug Fagan, president/CEO at $695 million asset Partner Colorado Credit Union, Arvada, Colo.
- Jennifer Watson, CEO at $58 million asset Limestone Federal Credit Union, Manistique, Mich.
- Darius Wise, president/CEO at $350 million asset Red Rocks Credit Union, Littleton, Colo.
They share insights into what it means to be a leader, their leadership styles, advice they have for first-time CEOs, and more.
New voices continue to shape conversations and strategy within the CUNA-League system as several new league presidents have assumed leadership roles within the past several months.
- Mara Humphrey, president/CEO at the Minnesota Credit Union Network.
- Tim Sullivan, president at the Alaska Credit Union League.
- Melia Heimbuck, president/CEO at Credit Union Association of New Mexico.
- Gerry Singleton, president/CEO at Montana’s Credit Unions.
They discuss priorities they’re working toward in their respective leagues and the experiences that prepared them for league leadership.
When Martin Carter launched the EmpowerMe! financial wellness program at Astera Credit Union, he wanted to improve members’ financial lives. He was also well aware that the program’s participants would qualify for more of the credit union’s products and services.
In this episode of the CUNA News Podcast, Carter describes why financial well-being is not only about education, but turning knowledge into positive outcomes for both members and the credit union.
As technology continues to drive both innovation and operational efficiency, it’s vital that the best solutions not only improve workflow but also empower as many end users as possible.
In this episode of the CUNA News Podcast, Andie Dovgan, chief growth officer at Creatio, describes how the company’s no-code platform automates workflows and improves member engagement.
Jessica Sharon believes credit unions deserve a bigger stage. “We don’t toot our own horn enough,” says the assistant vice president of financial outreach at $677 million asset Pelican State Credit Union in Baton Rouge, La.
Pelican State shares its good news on “Opportunity Knock$,” a PBS reality show that follows six families as they work with financial experts and local credit unions to take control of their finances.
In this episode of the CUNA News Podcast, Sharon describes how Pelican State credit counselors do what they do best: improve members’ financial well-being.
“This is our mission. This is our purpose,” says Sharon. “I hope this shines a light on the credit union industry and how we're living our principles.”
The African American Credit Union Coalition (AACUC) will hold its 25th Anniversary Annual Conference July 16- July 20 at the Atlanta Evergreen Resort. The theme of the silver anniversary event is legacy, which reflects the unique path the organization and its partners have curated over the past quarter century.
This episode of the CUNA News Podcast features Renee Sattiewhite, AACUC president/CEO, and Maurice Smith, AACUC board chair and retired president/CEO at Local Government Federal Credit Union in Raleigh, N.C. They provide a preview of the conference and share their thoughts on the tremendous progress the organization has made in recent years.
As traditional phishing attacks become less effective due to organizations’ stronger internal controls, cybercriminals are turning to targeted business email compromise attacks.
For these criminals, it’s all about securing credentials, according to John Moeller and Randy Romes, both cybersecurity principals at CliftonLarsonAllen.
In this episode of the CUNA News Podcast, recorded during the 2023 CUNA Cybersecurity Conference with NASCUS, Romes and Moeller discuss the state of email phishing, how these crimes will evolve in the future, changes in ransomware attacks, and more.
New York University Federal Credit Union CEO Mira Ness takes a hands-on approach to service.
What’s happening in credit union lending? What do CUNA’s economists forecast for the rest of 2023? How could economic uncertainty and a potential recession change the lending outlook?
As we near the midway point of 2023, CUNA Chief Economist/Deputy Chief Advocacy Officer Mike Schenk shares what he's seeing on this episode of the CUNA News Podcast.
Be kind, compassionate, and empathetic.
It sounds simple enough, but Andy Reed says a societal effort to be good human beings would go a long way to improve life for minorities.
Reed, president/CEO at $482 million asset Security First Credit Union in Edinburg, Texas, joins associate editor Brock Fritz on this episode of the CUNA News Podcast. He discusses how his career path didn’t have some of the hurdles that other members of the LGBTQ+ community face.
The economy and pressures on liquidity and noninterest income dominated discussions at the 2023 CUNA Finance Council Conference in Anaheim, Calif.
This episode of the CUNA News Podcast features conversations from that event. It features:
Christine Messer, chief finance officer (CFO) and senior vice president at $729 million asset Heritage Family Credit Union in Rutland, Vt., and CUNA Finance Council vice chair. She offers insights into a conference session that addressed current economic challenges.
Mira Ness, president/CEO at $71 million asset New York University Federal Credit Union, and Paul Jockisch, CFO at $4 billion asset Stanford Federal Credit in Palo Alto, Calif. They discuss how to provide responsible and transparent courtesy pay programs, as well as creative ways to boost noninterest income.
Billy Guthrie and Joe Kennerson, managing directors at Darling Consulting Group, who address deposit strategies to take in today’s competitive environment.
Charley McQueen, president/CEO at McQueen Financial Advisors on taking a boring approach to investment portfolio management.
Amanda Bardonner, vice president of strategic accounts at LendKey, who examines the power of active listening in leadership.
Before long, remote work won’t exist. It will simply be “work.”
“Virtual-first work,” as remote work expert Laurel Ferrar calls it, will become so normalized that it won’t even require discussion.
This episode of the CUNA News Podcast features Ferrar, who’s head of TeamOps at GitLab and has worked remotely for 17 years.
She explains how virtual-first work arrangements will evolve in the future, new tools that will improve this work style, where organizations struggle with these arrangements, and best practices for making them work.
The founders of National JACL Credit Union, members of the Japanese American Citizens League, felt compelled to help members of their community who were moved to internment camps in 1942 following the bombing of Pearl Harbor.
Eighty years later, the $39 million asset credit union in Salt Lake City continues to serve. National JACL Credit Union President/CEO Dean Hirabayashi joined the CUNA News Podcast to take listeners through the motivation for and formation of the credit union, which fights for financial well-being and Asian Americans' civil rights.
The CUNA HR & Organizational Development Council Conference is a unique event. It offers an opportunity for human resource and organizational development professionals to gather in person and focus on topics specific to their roles in the credit union industry.
In this series of interviews, we share some of the many voices that contributed to the 2023 CUNA HR & Organizational Development Council Conference, held recently in San Diego.
Venmo. PayPal. Zelle. Instant peer-to-peer payments have played a large role in the rapidly changing payment landscape.
How can credit unions adapt to the current structure and benefit from modernized payment platforms?
PCBB Senior Vice President of Operations Allen Sztukowski answered that question and more on this episode of the CUNA News Podcast. Sztukowski and CUNA Digital Media Design Specialist Yeekeng Yang take a wide lens to the payment landscape, then dive in to explain how credit unions can adapt and thrive as payments continues to evolve.
Consumers’ financial health declined in 2022 for the first time in the five years the Financial Health Network began tracking this measure—making credit unions’ efforts to improve members’ financial well-being especially important.
This episode of the CUNA News Podcast explores how credit unions aim to change that, from credit counseling and financial literacy initiatives to increasing access to affordable housing.
We talk to Carrie Iafrate, president/CEO at $815 million asset Members First Credit Union in Midland, Mich., Susan Espinosa, vice president of member experience at $1.4 billion asset Skyla Credit Union in Charlotte, N.C, and Nicole Harper, director of corporate strategy at Jack Henry.
We continue our conversations from the 2023 CUNA Marketing & Business Development Council Conference by examining the power of creativity, digital marketing, podcasting, and fintech partnerships with Meow Wolf co-founder Vince Kadlubek, Janelle Herrera, vice president of marketing and business development at On Tap Credit Union in Golden, Colo., Tiffany Mutchler, marketing manager at Voyage Federal Credit Union in Sioux Falls, S.D., Valerie Simpson, CEO and creative director at The Sampson House, Yeosh Bendayan, founder and partner at Push Button Creative Audio, Tansley Stearns, CEO at Community Financial Credit Union in Plymouth, Mich., and SavvyMoney Senior Vice President of Sales & Partnerships Chris Fraenza,
Thought leaders from across the credit union movement descended on Orlando last month for the 2023 CUNA Marketing & Business Development Council Conference.
They had plenty to say, and CUNA News staff was there for it all. This episode of the CUNA News Podcast brings those conversations right to listeners, as the credit union professionals detail the topics that mean the most to them.
What is consumer-permissioned data (CPD)? And how can credit unions leverage it to bring more automation into their lending operations?
MeasureOne Chief Revenue Officer Yaron Oren stopped by the CUNA News Podcast to answer these questions and more. He explains how MeasureOne, founded in 2015 to focus on student lending, enables automated verification of income and employment, proof of insurance, and access to data in consumers' online accounts.
The Eugene H. Farley League Leadership Award is presented annually by the American Association of Credit Union Leagues (AACUL) honoring a League president and League executive who demonstrate visionary leadership at the state and national levels.
The 2023 recipients of the Farley Award are Paul Mercer, president/CEO of the Ohio Credit Union League, and Lauren Whaley, president of the Carolinas Credit Union Foundation. Mercer and Whaley offer insight on the leadership qualities that drive their success.
Credit unions across the U.S. are navigating technological advancements, generational shifts, and an influx of financial options. To Withclutch CEO and co-founder Nicky Hinrichsen, this means providing advanced digital experiences that enable credit unions to better serve their members. Hinrichsen sat down with CUNA Digital Media Design Specialist Yeekeng Yang to discuss topics including the collapse of Silicon Valley Bank and what's in store for the credit union movement.
Nearly 6,000 credit union advocates descended upon Washington, D.C., for the 2023 CUNA Governmental Affairs Conference, where conversations ranged from advocacy priorities to financial well-being for all to the operational challenges facing credit unions.
CUNA editors took part in many conversations at the CUNA News Podcast booth during the event including Day Matthews, Jason Lindstrom, Deborah Fears, Tom Sakash, and Rachel Pross.
During Women’s History Month, people reflect on the courage of women from past generations and celebrate how their efforts have shaped them into who they are today.
Heather Walter, CEO at Advanz Credit Union in Louisville, Ky, Lily Newfarmer, president/CEO at Tarrant County’s Credit Union in Fort Worth, Texas, and Jan Page, president/CEO at Community South Credit Union in Chipley, Fla., talk about Women’s History Month, women who have inspired them, their role as leaders, mentoring the next generation of leaders, and more.
Credit Union Magazine’s2023 Credit Union Heroes have shaped their credit union spirit and philosophy around their personal outlooks and experiences.
Amanda Merz, Michael Ray, Amanda Swan, and Joanne Todd joined this episode of the CUNA News Podcast to share those values and detail how they advocate for people in their communities.
Financial wellness is at the heart of the credit union service philosophy. Greg Michlig, CUNA’s executive vice president and chief engagement officer, explores why financial well-being for all is a strategic priority for America’s credit unions.
Sekou Andrews believes in the power of words. Andrews shares how he developed poetic voice speaking to inspire unconventional and innovative thinking. Poetic voice seamlessly fuses inspirational speaking with spoken word poetry. He’ll provide the opening Ed (Filene) Talk at the 2023 CUNA Governmental Affairs Conference (GAC), Feb. 26 through March 2 in Washington D.C.
This episode highlights Black History Month, recognizing the significance of Black leadership within the credit union movement and sharing the promise of a new credit union formed in Minneapolis. CUNA Senior Editor Ron Jooss opens the episode by speaking with Arise Community Credit Union founders Debra Hurston and Dan Johnson, and Andrea Molnau of the Minnesota Credit Union Network. They explore how a new Black-led credit union will be uniquely positioned to understand the financial challenges facing community members. .
Credit Union Magazine’s2023 Credit Union Heroes have shaped their credit union spirit and philosophy around their personal outlooks and experiences.
Amanda Merz, Michael Ray, Amanda Swan, and Joanne Todd joined this episode of the CUNA News Podcast to share those values and detail how they advocate for people in their communities.
As we approach the end of January, the 2023 CUNA Governmental Affairs Conference (GAC) is only a month away. CUNA Executive Vice President and Chief Products and Services Officer Todd Spiczenski offers a preview of the 2023 CUNA GAC, which will be held Feb. 26 to March 2 in Washington, D.C.
A lot can happen in a year. For an early look at 2023, three CUNA Council members joined this week's episode of the CUNA News Podcast to give listeners a glance at their mindset heading into the new year. Elevations Credit Union Chief Operating Officer Ray Lindley, Connect Credit Union EVP/Chief Operations Officer Cynthia Ryan, and Vantage West Credit Union Chief Lending Officer Jeremy Pinard joined the podcast to share their credit unions' opportunities and challenges.
CUNA’s three economists joined the CUNA News Podcast this week to discuss all the economic signs they're seeing and what those signs mean for the year ahead. Deputy Chief Advocacy Officer for Policy Analysis and Chief Economist Mike Schenk, Senior Economist Dawit Kebede, and Senior Economist Ligia Vado examine the chances of a recession, the lending market, signs of economic optimism, and prospects for supply chain issues and inflation.
In this episode of the CUNA News Podcast, technology forecaster, disruptive innovation expert, and bestselling author Daniel Burrus talks about the importance of planning, trends that will impact the future, and steps credit unions can take to position themselves for success.
In this episode of the CUNA News Podcast, CUNA Deputy Chief Advocacy Officer Jason Stverak highlights advocacy wins from 2022, looks ahead to priorities in 2023, and shares what he likes most about the CUNA Governmental Affairs Conference, which will be held Feb. 26 to March 2nd in Washington, D.C.
In this episode of the CUNA News Podcast, Lee Wetherington tells CUNA Digital Media Design Specialist Yeekeng Yang that credit unions have never faced more competition, as the average American consumer uses between 15 and 20 different financial service providers and apps.
With that as a backdrop, Wetherington discusses the effect of payment apps on credit unions, the pros and cons of financial fragmentation, and what credit unions can do to promote financial health in a fragmented environment.
In this episode of the CUNA News Podcast, behavioral economist and author Melina Palmer provides us with a new understanding of behavioral science and economics. More importantly, she explains how we can use behavioral science to improve our organizations and our day-to-day lives.
In this episode of the CUNA News Podcast, sponsored by Moody’s Analytics, James Partridge, senior director of risk solutions practice, explores how to navigate climate risk and gauge organizational sustainability using nvironment, social, and governance factors (ESG).
Whether it’s raising money for honor flights or creating supportive employee resource groups, credit unions have a long history of commitment to servicemembers.
In this episode of the CUNA News Podcast, leaders from Black Hills Federal Credit Union, GCS Credit Union, and VyStar Credit Union share how they serve their local military community.
In this episode of the CUNA News Podcast, six veterans share the lessons they learned in the military that have been useful in their credit union careers
In this episode of the CUNA News Podcast, Senior Editor Ron Jooss catches up with 2022 Credit Union Rock Star Raul Cordero, a data architect and integrations lead at $927 million asset Tropical Financial Credit Union in Miramar, Fla. In this interview, he shares his thoughts on how being a good teammate and leader is a fundamental skill for IT people because technology supports every aspect of the organization.
Reseda Group Chief Technology Officer Ben Maxim shares how credit unions can benefit with the right fintech partnerships, how to identify the right partnerships, and current fintech trends.
Credit Union Magazine Rock Stars Keith Stone, of Finest Federal Credit Union in New York City, and Wendy Tariff, of Police Credit Union of Connecticut in Hartford, join the podcast to discuss running credit unions for police departments, advocating for small credit unions, and serving people who serve.
In this episode of the CUNA News Podcast, sponsored by Fiserv, Patti Reid, Vice President of Product, walks listeners through the threat of identity fraud, the impact of fraud on consumers, best practices in reducing account takeover, and how credit unions can protect their members.
Credit Union Rock Star Robby Glore, CEO at Combined Employees Credit Union in Warner Robins, Ga., shares how passion and connectivity turned the credit union’s financials around. Listen as Glore tells a small credit union story of serving members, meeting financial challenges head-on, loving what he does, and how credit unions can succeed by coming together.
Lisa Nicholas, Vericast’s vice president of strategy for financial services, discusses today’s top marketing tools, different ways to collect member data, and how to use that data to improve marketing and member service.
Fortalice Solutions’ Theresa Payton discusses cybersecurity threats, how credit unions can protect themselves, and her vast experience in the field.
Culture, collaboration, and people are the keys to engagement success, says Tony Budet.
Jason Stverak, CUNA’s deputy chief advocacy officer for federal government affairs, and Emily Leite, chief advocacy officer for the Ohio Credit Union League, discuss the importance of allowing credit unions to change and adapt as an industry to meet members’ evolving needs.
Zogo founder Bolun Li describes how the financial literacy app provides opportunities for credit unions.
Hawaii State Federal Credit Union’s new headquarters emphasizes staff’s health and wellness, and provides a safe, welcoming place for employees to return to the office.
CUNA Chief Economist Mike Schenk discusses the economic update, the lending outlook, inflation, supply chains, recession, and everything else going on with the U.S. economy.
Toledo Urban Federal Credit Union CEO/Treasurer Suzette Cowell shares how the $12.3 million asset credit union formed out of faith and a desire to serve an underserved community in crisis.
Moody’s Analytics’ Scott Dietz breaks explains how FASB rule changes provide new accounting options for credit unions.
CUNA HR & Organizational Development Council award winners Dawn Bartell and Nicole Gaby share their thoughts on employee development, recognition, and leadership.
Kaulana Park and Gretchen Hudacek discuss Asian American and Pacific Islander Heritage Month, culture, and community.
DocuSign’s Andy Ambrose discusses the transformation of online digital agreements and its significance for credit unions.
Conference conversations center on consumer preferences and behavior, cryptocurrency, payments, financial well-being, and more.
Seven marketing and business development professionals share their thoughts on marketing, leadership, membership growth, technology, and collaboration during conversations from the 2022 CUNA Marketing & Business Development Conference, which was held March 9-11 in Los Angeles.
Fiserv’s Brendan Watkins discusses how branch automation can help credit unions balance member preferences.
Nick Moalli, president/CEO of America’s First Network Credit Union’s describes his unique model for preserving the small credit union brand.
Vericast Senior Account Executive for Digital Robert Ropars details how credit unions can expand their brand to streaming marketplace.
Stacy Armijo talks about Amplify Credit Union's decision to eliminate all banking fees on deposit accounts.
Lori Pinto, senior vice president of business development at Cenlar, explains why outsourcing eases the compliance burden and preserves credit unions’ personal engagement with members.
Tony Ferris, founder and CEO of Rochdale, says enterprise risk management helps credit unions prioritize risks and opportunities.
In honor of Women's History Month, Joumana Mcdad and Casey Kucera share insights into their careers, women who inspired them, and mentoring.
Reseda Group CEO April Clobes describes how credit unions can foster growth and offer more products and services through credit union service organizations.
Here we share a series of interviews from the 2022 CUNA Governmental Affairs Conference. CUNA GAC is the credit union industry's premier advocacy event, bringing together leaders from across the industry to rally around a united cause—to tell legislators how their lawmaking affects credit unions and their more than 130 million members. The event was held live and in-person in 2022 for the first time in two years.
Credit union leaders Micah Grant and Carolyn Jordan discuss their career paths, Black History Month, why it’s important to recognize diversity, and how diversity, equity, and inclusion (DEI) efforts have changed inside and outside of the credit union industry.
Randy Piatt, Vice President of Product Solutions at Fiserv, breaks down the five essential needs of the digital cardholder.
CUNA President/CEO Jim Nussle offers insight on what to expect with the return of the CUNA Governmental Affairs Conference, the credit union movement’s largest in-person advocacy event.
Credit Union Magazine’s 2022 Credit Union Heroes radiate credit union philosophy and demonstrate an extraordinary commitment to members and community service.
This episode of the CUNA News Podcast shows how these leaders lift underserved populations, use their voices to advocate for those in need, elevate their communities, and form powerful partnerships.
Royal Credit Union Financial Education Supervisor Brittany O'Malley discusses her path to the credit union industry, the importance of financial education at all ages, and the best methods to create engaging programming.
David Murphy, president of Marshfield (Wis.) Medical Center Credit Union, sees 2022 as an opportunity to improve service to members.
CUNA Chief Advocacy Officer Ryan Donovan revisits advocacy wins from 2021 and outlines top priorities for 2022.
CUNA economists Mike Schenk and Dawit Kebede outline what will drive financial results in the new year.
Request for pay (RFP) plays a fundamental role in real-time payments modernization and has the potential to revolutionize bill payment as we know it.
RFP is a critical part of the real-time payment system where money can move from an account at one financial institution to another instantly.
With this process, a biller can initiate a request that can be sent directly to the recipient's financial institution through the payment network, turning the payment rail into a super messaging system as well.
In this episode of the CUNA News Podcast, sponsored by Alacriti, Al Griffin, the payment fintech’s principal solutions consultant and product manager, explains how RFP can help credit unions improve member service and create revenue opportunities.
The most wonderful time of the year is also a favorite season for financial criminals.
The holidays come with increased opportunities for card and digital payments fraud, as well as wire fraud, charity scams, elder abuse, and other crimes. This makes real-time fraud detection and prevention a gift that keeps on giving.
In this episode of the CUNA News Podcast, Andrew Corbett, solutions consultant for Nice Actimize, takes us through his biggest fraud concerns, the need for real-time fraud detection, fraud prevention best practices, and more.
At the height of the COVID-19 pandemic, more than four million homeowners—credit union members among them—needed mortgage assistance. While many have recovered, there is still a need to support homeowners as they come out of forbearance.
Helping homeowners depends on exceptional member care and communication. It also means considering what other support can be offered and what process changes can be made to deliver optimal outcomes.
This episode of the CUNA News Podcast features Lori Pinto, senior vice president of business development at Cenlar, the mortgage subservicing partner to CU Servnet.
CU Servnet shares the same goals as credit unions and regulators, according to Pinto. This includes helping homeowners stay in their homes and avoid foreclosure. In this episode, Pinto also explores mortgage and homeownership trends to expect in 2022.
Becoming a leader, working with people from different backgrounds, and growing up are among the top lessons veterans have taken away from their military service.
During the month of November, CUNA News is sharing stories of people in the credit union movement who have served in the military and how those experiences have shaped their credit union careers in A Salute to Veterans, sponsored by FIS.
In this episode of the CUNA News Podcast, seven veterans share the lessons they learned in the military that have been useful in their credit unions careers.
After listening to the podcast, read more about these veterans’ stories at CUNA News’ A Salute to Veterans.
Of all the tests credit unions have faced during the COVID-19 pandemic, the continued threat of phishing has proven to be an insidious and evolving challenge. Fraudsters have leveraged the pandemic environment in many ways in order to target credit union systems and staff.
Unfortunately for those attackers, credit unions have a wealth of knowledge, training, and tools that they can use to deter phishing and stay ahead of fraud trends.
This episode of the CUNA News Podcast features Mieng Lim, vice president of product management at Digital Defense.
Lim outlines the latest phishing trends credit unions should know about, shares strategies for training employees to avoid threats, and explains how phishing attacks may evolve in the future.
Culture will shape the future of financial services for credit unions. That’s according to leaders from Curinos, a leading provider of data, technologies, and insights in the financial industry.
This episode of the CUNA News Podcast features four guests from Curinos:
- Hank Israel, director of innovation and new markets.
- Chris Ward, director of digital and consulting.
- Rutger van Faassen, head of product and market strategy.
- Randy Rosen, vice president of benchmarking and applied analytics.
They discuss what the credit union of the future will look like, how cultural digital transformation will affect credit unions, and what credit unions can do to prepare.
Credit Union Rock Stars elevate their credit unions’ voices in many ways. For Tansley Stearns and Kara Yaquinta, the podcast format offered a new and effective channel to reach audiences with messages of community leadership and financial well-being.
Stearns, chief people and strategy officer at Canvas Credit Union in Lone Tree, Colorado, collaborated with her team to create the credit union’s podcast, "In the Room with Todd Marksberry."
Yaquinta, digital growth strategist at Tropical Financial Credit Union in Miramar, Florida, launched and co-hosts the credit union’s "Get Beyond Money" podcast.
In this episode of the CUNA News Podcast, Stearns and Yaquinta explain the steps they took to start their podcasts, the expertise needed to produce engaging episodes, and the feedback they’ve received from listeners.
Stearns and Yaquinta are among 31 credit union leaders named as 2021 Credit Union Rock Stars by Credit Union Magazine.
Sponsored by Fiserv, the Credit Union Rock Stars program recognizes outstanding credit union professionals and volunteers from a wide range of disciplines for their exceptional creativity, innovation, and passion.
Credit Union Rock Stars are typically known for their selflessness and dedication to others. Sheri Szemplinski and Arnessa Belin are no exceptions.
Sheri Szemplinski, operations administrator for the business operations team in commercial banking at $2.3 billion asset CAP COM Federal Credit Union in Albany, N.Y., has committed her legacy to volunteer work, both at the credit union and in her personal life.
Arnessa Belin, call center supervisor at $28 billion asset BECU in Tukwila, Wash., has found that a career in cooperative financial services allows her to express herself while creating change within her workplace and community.
They’re among 31 credit union leaders named as 2021 Credit Union Rock Stars by Credit Union Magazine.
Sponsored by Fiserv, the Credit Union Rock Stars program recognizes outstanding credit union professionals and volunteers from a wide range of disciplines for their exceptional creativity, innovation, and passion.
The credit union industry has seen extraordinary evolution in the last 18 months. In addition to shifts in technology and member service practices, the branch environment has also undergone significant changes.
Credit unions must consider new points of vulnerability as they continue to drive more efficient operational processes.
This episode of the CUNA News Podcast features Kevin Mullins, vice president of emerging markets at 3SI.
Mullins outlines best practices for preventing crime, protecting front-line employees, and navigating other aspects of physical safety in credit union branches. He also explains how to continue serving member needs in a challenging labor market—and much more.
Jeff Moss divulges the secret to member and loan acquisition in three words: Make it easy.
“You have to make those experiences incredibly simple and be readily available to help people through those processes,” says Moss, area vice president, financial institutions, for Podium.
It all boils down to convenience, he says, no matter what part of the transaction the member is in.
In this episode of the CUNA News Podcast, sponsored by Podium, Moss examines how to spur growth through member and loan acquisition, challenges in doing so, how to optimize the member journey, lessons from other industries, and more.
If there’s no education like adversity, Steve Schmitz and Eric Bruen should receive advanced degrees.
Schmitz, president/CEO of $1 billion asset First Community Credit Union in Jamestown, N.D., and Bruen, president/CEO at $60 million asset Desert Valleys Federal Credit Union in Ridgecrest, Calif., led their institutions through dire financial straits and learned many useful lessons along the way.
In this episode of the CUNA News Podcast, Schmitz and Bruen take us through how they tackled tough times and rejuvenated their credit unions.
They’re among 31 credit union leaders named as 2021 Credit Union Rock Stars by Credit Union Magazine.
Sponsored by Fiserv, the Credit Union Rock Stars program recognizes outstanding credit union professionals and volunteers from a wide range of disciplines for their exceptional creativity, innovation, and passion.
When credit unions think about ways to drive growth, marketing may not be the first thing that comes to mind. But marketing shows enormous potential in this area.
If marketing integrates well with the rest of the credit union, it ensures that goals and messages are clearly understood across departments and communicated to members.
This episode of the CUNA News Podcast features James Gilbert, head of marketing at CRMNext.
Gilbert says that marketing needs to be the communication channel for every function of the credit union to break down siloes between departments and effectively reach members. He also emphasizes the importance of personalization and data, the roles of contact center representatives and tellers in engaging with members, and more.
Financial institutions, businesses, and government agencies use the Federal Reserve’s Fedwire system to transfer vast sums of money.
Currently, the Federal Reserve is modernizing its systems by embracing a new standard for message formats and expanding the settlement windows for wires.
However, many current systems used by credit unions are incompatible with these changes.
This episode of the CUNA News Podcast features Carl Robinson, senior vice president of payments at Alacriti.
He breaks down the most significant changes the Federal Reserve is making, the actions credit unions should take to prepare, and the benefits to credit unions of updating their payment solutions.
Credit unions across the country work to build better communities. Sharing stories of support is a critical component of Advancing Communities, an initiative launched by America’s Credit Unions.
It’s also important to share these stories with lawmakers, to help them understand the vital roles credit unions fulfill in their communities.
This episode of the CUNA News Podcast features Illinois State Senator David Koehler.
As a credit union board member for more than 20 years, Koehler is uniquely positioned to understand the credit union difference. He says his board service provided him with a learning experience he has carried with him as a legislator.
Koehler encourages credit unions to forge relationships with lawmakers. He also outlines key information and resources that credit unions should share with legislators in order to advocate effectively.
Financial well-being is at the heart of the credit union philosophy.
PSCU, a CUNA associate business member at the premier level, recently completed a study that assessed the financial health of credit union members and employees against a national benchmark.
The study, “How Credit Unions Can Become Financial Health Providers,” found that more than 60% of credit union members surveyed struggle financially, and at least one-third live paycheck –to paycheck. More than 60% of credit union employees struggle financially.
PSCU has taken the opportunity to engage its employees in deeper discussions about personal finance and make financial wellness part of its strategic mission. In this episode, Merry Pateuk, senior vice president of industry engagement at PSCU, describes how the company shares this message with the rest of the credit union system and uses its products and services to integrate financial well-being into the payments process.
When news hits that a credit union has purchased the assets of a community bank, it’s often a win-win situation for the credit union, community bank, and community involved.
“Bank owners have a lot of reasons for selling to a credit union,” says Caroline Willard, president/CEO of the Cornerstone League. “Sometimes that includes a better cultural fit, a likelihood of employee retention, and also preservation of a community legacy. Credit unions oftentimes will keep an institution running and preserve that in the marketplace.”
Credit unions also gain benefits from these transactions, including expanding geographic footprint, diversification of products, and new potential members. There are also strategic benefits, such as economies of scale and preventing competition, Willard says.
In this episode of the CUNA News Podcast, Willard dispels myths and misperceptions about credit unions that bankers often mention. She also discusses the idea of credit unions purchasing bank assets, how often these purchases occur, and how credit unions benefit.
With deadlines approaching and preparation to be done, CECL compliance needs to be top-of-mind for credit unions. However, credit unions might be concerned about the cost and complexity involved or have questions about how to get started.
This episode of the CUNA News Podcast features Shawn O'Brien, president of QwickRate.
O'Brien provides guidance for keeping CECL compliance simple. He also shares tips for putting a plan in place and highlights how credit unions can use practical tools to streamline the process.
This episode continues to explore the findings of CUNA's "Women in Credit Union Leadership" issue brief through discussions with three female CEOs in the credit union movement:
- Karen Madry, CEO of $80 million asset Afena Federal Credit Union in Marion, Ind.
- Stephanie Teubner, CEO of 1.5 billion asset Blue Federal Credit Union in Cheyenne, Wyo.
- Tracie Kenyon, CEO of Montana's Credit Unions in Helena.
Madry, Teubner, and Kenyon share their thoughts on how the research findings reflect their experiences as female credit union leaders.
As the CEO of a small credit union, Madry has a firsthand perspective on why the environment at a small credit union provides leadership opportunities for women.
Teubner had experience in the banking industry before joining the credit union movement, allowing her to speak to the differences in leadership opportunities between the two.
League CEO Kenyon has a big-picture view of female leadership in credit unions—and on credit union boards—in her state.
Listen to a previous episode on the "Women in Credit Union Leadership" issue brief featuring Mike Schenk, chief economist and deputy chief advocacy officer for CUNA, and Samira Salem, vice president of diversity, equity, and inclusion for CUNA.
Ask for a definition of a fintech and you’ll get many different answers. Some believe they’re startup companies while others will say well-established companies with a focus on innovation fit the description.
“In the truest sense of the term, it’s a provider of financial technology and we can all agree to that,” says Micheal Herman, president of AdvantEdge Digital, a CUNA Strategic Services alliance provider. “However, I think it goes beyond that. It’s really the mashup of words that signify the innovation culture.”
Herman says fintech disruptors operate with the mindset of continuous improvement through technology innovation.
In this episode of the CUNA News Podcast, sponsored by AdvantEdge Digital, Herman speaks about what qualifies a provider to be called a fintech, what the future of disruption may look like, and how credit unions can prepare today for the challenges of tomorrow.
Earlier this year, CUNA released an industry report that found 51% of U.S. credit union CEOs—and 33% of board members—are women.
The “Women in Credit Union Leadership” issue brief examines the extent to which women are represented in leadership positions at credit unions compared to commercial banks.
This episode of the CUNA News Podcast features a conversation between Mike Schenk, chief economist and deputy chief advocacy officer for CUNA, and Samira Salem, vice president of diversity, equity, and inclusion for CUNA, from May’s Economic Update video.
A companion episode featuring discussions with three women in credit union leadership is coming soon.
According to a study by Oxford Economics, Generation Z, or the generation of Americans born after about 1996, is projected to grow to a population of 51 million by 2030. Gen Z already has collective spending power of $143 billion, making this group an important focus for financial institutions.
Credit unions, too, must effectively reach Gen Z to build membership and generate growth.
This episode of the CUNA News Podcast features Bolun Li, founder and CEO of Zogo, a CUNA Strategic Services alliance provider. At age 19, Li launched Zogo from his dorm room at Duke University after witnessing the challenges financial institutions face in connecting with students like himself.
Li describes the current relationship between Gen Z and credit unions, explains why it’s important for credit unions to prioritize this generation, and shares how credit unions can attract Gen Z members.
COVID brought many changes, but Joseph Michelli hopes leaders will see the last year as an opportunity to hit the pause button and become more intentional about how they lead.
“I hope they will use this as a purpose reset,” says Michelli, an author and organizational consultant. “That they’ll look back at this time and say, ‘That was the moment where we hit pause on the way things have always been and we became fare more intentional about how we can deliver against what people need.’”
Michelli will address the CUNA CEO Council virtual event, “Through the Leadership Lens Virtual Series: Enhancing Member Experience & Increasing Loyalty,” on Aug. 18.
In this episode of the CUNA News Podcast, Michelli examines lessons leaders learned during the pandemic, the importance of self-care, and intentional pivots.
While coaching and leadership complement each other, they serve different roles in a manager’s toolbox.
In this episode of the CUNA News Podcast, our latest in a series focused on service culture, we’ll address how coaching drives execution of leadership’s strategic vision.
While leading is about creating vision, coaching is about personalizing that vision through positive, meaningful relationships with employees. That’s according to Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience.
Coaching is a learnable skill that virtually all managers in an organization can acquire, says Paul Robert, CEO of FI Strategies, a CML strategic partner. At the same time, leaders must be proactive and accountable to make it work.
It’s an exciting time for the CUNA/league system and the American Association of Credit Union Leagues (AACUL) with a number of new league leaders taking the helm at their organizations.
Among the new group of leaders are:
- Patty Corkery, president/CEO of the Michigan Credit Union League.
- Rich Schaffer, president/CEO of the West Virginia Credit Union League.
- Carrie Hunt, president/CEO of the Virginia Credit Union League.
- Juan Fernández, president/CEO of the Credit Union Association of New Mexico.
This episode of the CUNA News Podcast features Patty Corkery, Rich Schaffer, Carrie Hunt, and Juan Fernández AACUL.
Corkery, Schaffer, Hunt, and Fernández take on their roles as the credit union movement faces new opportunities and challenges related to advocacy, operations, the pandemic, and more.
In this episode of the CUNA News Podcast, Corkery, Schaffer, and Hunt discuss priorities they’re working toward in their respective states and the experiences that prepared them for league leadership.
To hear from Juan Fernández, listen to his recent podcast interview.
You can listen to the CUNA News Podcast in Apple’s iTunes Store, Google Podcasts, Spotify, and Stitcher Radio.
On July 30, the credit union movement will come together to inspire an authentic and high-energy conversation about why we love credit unions.
Using the hashtag #ilovemycreditunion, credit unions and leagues across the country will use all social platforms to raise awareness of credit unions and share the amazing ways they serve their members and communities.
In this episode of the CUNA News Podcast, Tom Kane, president/CEO of the Illinois Credit Union System, shares how #ilovemycreditunion came about, the impact he hopes it will have, how to get involved, thoughts on spreading awareness of credit unions, and more.
A popular book on simplifying one’s life is titled, in part, “Don’t Sweat the Small Stuff.” This might be sound advice for decluttering one’s mind, but, when it comes to member service, the genius is in the details.
In this episode of the CUNA News Podcast, our latest in a series focused on service culture, we explore how attention to detail makes service experiences meaningful for consumers.
Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience, explains how sweating the details can elevate service from a common, everyday occurrence to an enhancement to members’ lives.
Paul Robert, CEO of FI Strategies, a CML strategic partner, explains that better rates on loans and savings may help credit unions win the deal today, but attention to detail in your approach to service will win the deal tomorrow.
Good marketers don’t go it alone. Instead, they collaborate to gain multiple perspectives and achieve the best possible outcomes.
That approach works well for Alana Kelly, marketing manager at $365 million asset On Tap Credit Union in Golden, Colo.
She received the 2021 Rising Star Award from the CUNA Marketing & Business Development Council.
In this episode of the CUNA News Podcast, Kelly explains how her previous experience shapes her credit union marketing efforts, successful campaigns at OnTap, how marketing changed during the pandemic, and what the future holds for her discipline.
As credit unions look ahead to post-pandemic operations, it’s clear that some of the solutions created or enhanced in 2020 are here to stay.
Like other areas of credit unions, lending departments have experienced significant process changes. Many loan originators, underwriters, and other employees shifted to working in virtual environments and adapting loan processes to the digital space.
At the same time, lending departments also stepped up to provide Paycheck Protection Program (PPP) loans and options for members experiencing financial challenges due to the pandemic.
This episode of the CUNA News Podcast features Robby Holditch, a director in the risk and accounting group at Moody’s Analytics.
Drawing on his experience providing accounting expertise to credit unions, Holditch shares key takeaways from the digitization of lending processes. He also discusses the handling of PPP and credit quality concerns under loan forbearance or deferment, including the impact on Current Expected Credit Losses (CECL) allowances.
Despite the current challenges related to low loan growth, Holditch says there are opportunities for credit unions to improve their margins if they know where to look.
For Juan Fernández, Pride Month is about celebrating what makes each of us unique.
“That’s something I’ve struggled with throughout my life,” says Fernandez, president/CEO of the Credit Union Association of New Mexico. “I’ve come to a place in my career and in my life where I have finally been able to accept myself and bring my whole self to the credit union movement. It makes a huge difference.”
Pride Month also allows credit unions to send a message to the LGBTQ community that they’re an ally, embrace them, and welcome them into the credit union movement.
In this episode of the CUNA News Podcast, Fernández explains what Pride Month means to him, why it’s important for credit unions to reach out to the LGBTQ community, how diversity strengthens credit unions, and more.
With the rising availability of vaccinations and the country reopening, people are beginning to spend at or above pre-pandemic levels. And they’re turning to digital channels to complete their financial transactions, a move that was accelerated by the pandemic.
“Payments is the path to growth,” says Todd Clark, CEO of CO-OP Financial Services, a CUNA associate business member at the elite level. “Meet members where they’re doing their everyday business. I’m not saying abandon life-stage lending, but add these two things together.”
In this episode of the CUNA News Podcast, sponsored by CO-OP Financial Services, Clark discusses new solutions CO-OP is developing to assist with the payment pathway, recent payments research CO-OP conducted in partnership with EY, advice for combating fraud, and more.
This episode of the CUNA News Podcast continues the discussion about Advancing Communities, an initiative launched by America’s Credit Unions. Advancing Communities encourages credit unions to share stories of economic prosperity, community support, and financial well-being. Credit unions around the country have drawn inspiration from the initiative to make real differences for their members and communities.
This episode features Cheryl Deborde, president and CEO of Members Choice Credit Union in Ashland, Kentucky.
She explains the importance of Advancing Communities and shares some of the ways Member Choice has supported members, small businesses, and the community during the coronavirus (COVID-19) pandemic and other challenging times.
As the 2021 Credit Union Hero of the Year, Deborde also connects the philosophy behind Advancing Communities to the qualities that set Credit Union Heroes apart.
To fully unlock their digital potential, credit unions must develop or adapt strategies to address several emerging market realities. Lending trends in particular have changed dramatically, and credit unions must navigate consumer expectations and market competition while continuing to advance their members’ financial well-being.
This episode of the CUNA News Podcast features Kevin Polinsky, senior director of sales at AdvantEdge Digital. Polinsky identifies four formidable forces shaping the digital landscape for credit unions.
He says credit unions must consider factors like nontraditional financial institution competitors, digital-first experiences, human-centered design, and member engagement. Polinsky also explains how credit unions can evolve for digital while staying true to their roots of people helping people.
As a graphic designer, Kassandra Martin brought creative skills to her job at Direct Federal Credit Union in Needham, Mass. She took it upon herself to learn the data analytical skills that increased her value to the credit union and gave her a more strategic role within the organization.
In this podcast, Martin, digital strategy manager at Direct Federal, explains how she applied the same patience and diligence required to learn graphic design programs to gain mastery of data analytics platforms. “You have to practice, try things out, and not beat yourself up if things don’t work out the first time,” she says.
Martin provides a road map for young professionals seeking a pathway to success, especially at a time when digital skills are so in demand. “This is a transformative time,” she says. “Now is the time to share your ideas. Any good manager should be receptive to continuously improving new processes and developing new ways of doing things. After you see your ideas realized, it provides you with an even great sense of passion and fulfillment.”
n more ordinary times, mergers and acquisitions are huge undertakings for credit unions. They’re both challenging and exciting.
Those characteristics haven’t changed as a result of the coronavirus (COVID-19) but the pandemic-driven digital transformation that has occurred adds a new layer of complexity and consideration to the process.
This episode of the CUNA News Podcast features Carrie Stapp, senior vice president of financial institution product management at Harland Clarke. In her role, Stapp works with financial institutions to plan, manage, and execute engagement strategies. This is particularly important during mergers and acquisitions, when existing and acquired members need to know they are valued and how they will benefit from the changes.
Stapp points out that mergers and acquisitions in the financial services industry have picked up during the pandemic, and convenient, scalable digital tools are essential for shepherding members through the M&A process. She explains how mergers and acquisitions can affect the member experience as well as employee morale, and provides guidance for effective communication with members and staff at various stages of the M&A road map.
Stapp also shares crucial advice for making the most of the membership base acquired during an M&A and honing the member service experience so contact centers are well-prepared to support requests and answer questions from beginning to end of the process.
Stronger credit unions make stronger communities. As the country recovers from the effects of the coronavirus (COVID-19) pandemic, there has perhaps been no better time to remind consumers and lawmakers of this fact.
The most effective way to convey the message is through stories of economic prosperity, community support, and financial well-being. To facilitate meaningful storytelling, America’s Credit Unions launched the Advancing Communities initiative.
Advancing Communities gathers member testimonials, state-by-state statistics that demonstrate the credit union difference, and resources for understanding the benefits credit unions provide in their communities.
This episode of the CUNA News Podcast features Brad Green, CUNA board chair and president/CEO of Listerhill Credit Union in Muscle Shoals, Ala.
Green explains how the Advancing Communities initiative has enabled positive outcomes for Listerhill’s members and community. He also shares how Advancing Communities can reframe credit union goals for member financial well-being and enable more impactful conversations with lawmakers.
From member service to digital solutions, credit unions have spent the last year adapting to the new reality of living through a pandemic. And now, almost halfway through 2021, it’s becoming clearer which pandemic-related changes are probably here to stay.
Consumer payment trends fall into that category. The impact of the coronavirus (COVID-19) prompted significant behavioral changes to how, when, and where consumers pay for goods. Credit unions must understand those changes and respond to them with adaptability and flexibility to compete with other financial institutions in the market.
This episode of the CUNA News Podcast features Myron Schwarcz, executive vice president and payments consultant at Strategic Resource Management.
Schwarcz identifies major 2021 payment trends and provides a thorough overview of the factors that drive them, including currencies, large issuers, and the regulatory landscape. He also shares detailed guidance for navigating these new payment trends and previews nascent trends to expect for the rest of 2021 and beyond.
By day, Nick Etscheid’s job with Amazon Network Services focuses on international businesses. But he wanted to get involved with his local community, make an impact, and gain strategic skills.
The 28-year-old found the opportunity to do that on the board of directors at $690 million asset Verity Credit Union in Seattle.
He was an associate board member for a year before he was elected to the board of directors in 2020.
“There’s no expectation of sitting quietly for any period of time,” says Etscheid, who has been a credit union member since he was a teenager. “They encourage you to ask questions and voice opinions early on as part of the onboarding process. Those were early indicators that I was in the right place.”
In this episode of the CUNA News Podcast, Etscheid speaks about his involvement with the board, why young professionals should consider board service, the best advice he received when he began his board service, and more.
More than a year into the coronavirus (COVID-19) pandemic, credit unions have learned a great deal from the accelerated adoption of digital channels that occurred.
Members are interacting digitally with their credit unions in higher numbers than ever before, and credit unions must practice control and confidence in their risk assessments and abilities to fight financial crime.
This episode of the CUNA News Podcast features Andrew Corbett, presales consultant with NICE Actimize. He discusses lessons learned from the pandemic and ways credit unions can adapt to the ongoing digital transformation.
As a member of the Premier Solutions Consultant team at NICE Actimize, Corbett works to provide cloud compliance solutions to credit unions.
He shares specific areas of elevated risk that credit unions should know about and outlines steps credit unions should follow to monitor and assess risk related to digital platforms.
Successful marketing and business development increasingly require a strong focus on community service and relationship-building.
That’s according to two industry leaders honored during the 2021 CUNA Marketing & Business Development Council Virtual Conference.
This episode of the CUNA News Podcast features John Kenjar, the 2021 Marketing Professional of the Year, and Kristin Lleweyln, the 2021 Business Development Professional of the Year.
As vice president of marketing & community outreach at $1.3 billion asset US Eagle Federal Credit Union in Albuquerque, N.M., Kenjar led the organization’s recent rebranding efforts, which contributed to 21% asset growth in a single year.
His approach to marketing extends beyond products and services to financial well-being and community service.
Llewelyn, affinity partnership manager at $27 billion asset BECU in Tukwila, Wash., credits networking and relationship-building for her success. She explains how engaging with select employee groups and understanding their needs creates effective partnerships.
The coronavirus (COVID-19) pandemic demonstrated why it’s critical to bring the human element into human resources (HR).
This episode of the CUNA News Podcast features two award-winning HR leaders: Karen Maxfield, chief HR officer at Commonwealth Credit Union in Frankfort, Ky., and Josh Harden, director of training and resources, at Colorado Credit Union in Littleton, Colo.
They discuss the role of HR during the pandemic and offer advice for other HR professionals.
The CUNA HR & Organizational Development Council named Maxfield the 2021 Professional of the Year and Harden the 2021 Rising Star during the CUNA HR & Organizational Development Council Virtual Conference in April.
Achieving a high-performance culture, especially during challenging times, requires employees to be engaged, enabled, and energized.
That’s the word from Adrian Gostick and Chester Elton, co-founders of The Culture Works and co-authors of more than a dozen books on leadership, including the best-selling “All In,” “The Carrot Principle,” and “The Best Team Wins.”
In this episode of the CUNA News Podcast, Gostick and Elton explain why communication must increase exponentially during a crisis.
If communication is lacking, they say, employees fill the void with rumor, innuendo, and fear.
Gostick and Elton also share highlights from their research on workplace culture and engagement and address unique challenges for financial institutions, what makes employees excited to come to work, signs your corporate culture is lacking, and more.
They addressed a 2020 CUNA CEO Council virtual roundtable on culture during the age of coronavirus (COVID-19).
The challenges of social distancing during the coronavirus (COVID-19) pandemic have launched the contact center to the forefront of credit union member support. The contact center serves as the ideal channel to provide crucial services and personalized assistance to members and businesses dealing with hardships.
This episode of the CUNA News Podcast features Terri Panhans, vice president, contact center solutions, for Harland Clarke. Panhans shares essential strategies for delivering empathy throughout the service experience to deepen member connections and strengthen credit union brands.
She manages all aspects of Harland Clarke’s contact center solutions, including development and deployment of solutions that help clients acquire, grow, and retain their customer bases.
The onset of the coronavirus (COVID-19) pandemic has revealed the value of a more personalized consumer experience. Sometimes that experience is created through technology, while at other times, the human touch or empathy makes that point of contact valuable for the consumer.
This episode of the CUNA News Podcast, the latest in a series focused on service culture, explores how creating personalized experiences has become table stakes for credit unions in today’s marketplace.
Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience, describes how credit unions can create these experiences through team building, soft-skill training, and attention to detail.
Building on that approach, Paul Robert, CEO of FI Strategies, a strategic partner of CML, says one of the keys is viewing your employees not as assets, but as partners in serving members. When employees are valued, they value the credit union and share that goodwill with members, Robert says.
This benevolent cycle forms the basis of personalized member experiences, leading to higher levels of member satisfaction and serving the credit union philosophy.
Financial institutions covered by the National Credit Union Administration (NCUA) with deposit insurance are subject to comply with Affirmative Action Program obligations under Executive Order 11246, the Vietnam Era Veterans’ Readjustment Assistant Act (VEVRAA), and Section 503.
With credit unions prioritizing diversity, equity and inclusion (DEI) work, and the Biden-Harris Administration’s interest in enforcing measures related to the Office of Federal Contract Compliance Programs (OFCCP), credit unions should remain proactive and ensure they are in full compliance.
This episode of the CUNA News Podcast features Chris Lindholm, vice president of compliance at OutSolve. He outlines steps to take to ensure compliance, shares commonly overlooked details to take note of, and explains the consequences of noncompliance.
Lindholm has been involved in affirmative action planning for more than 20 years, assisting clients with OFCCP audit support, training, and Equal Employment Opportunity compliance, including implementation of Federal Affirmative Action Plans for thousands of federal contractors.
This episode was recorded on March 2, 2021.
The nature of leadership is changing as cultural and demographic forces transform the workplace. To maximize the potential of their teams, leaders must create more inclusive environments that encourage the expression of different cultures, contexts, and perspectives.
In this episode of the CUNA News Podcast, global workforce expert Dr. Shirley Davis explores how leaders can foster inclusive work environments and create productive and rewarding team dynamics that reward top performers.
Today’s workplace calls for leaders to be not only culturally intelligent but culturally humble, says Davis. This requires an ability to listen and to begin to understand other perspectives.
With that understanding, employees will engage more deeply and are more likely to align their values to the organization’s meaning and purpose.
Culture is everyone’s responsibility, but it starts with an organization’s leaders. Davis suggests leaders start with “The Platinum Rule”: Don't treat everybody the way you want to be treated. Treat them the way they want to be treated.
When Angie Bastian studied the snack aisle in the grocery store, she noticed an important omission: No representation of women except for foods geared toward weight loss.
That led to a revelation: The decision to be loud and proud about celebrating the feminine.
This episode of the CUNA News Podcast features two keynote speakers from the 2021 CUNA Marketing & Business Development Council Conference, which takes place virtually March 23-25.
Bastian, the namesake of Angie’s Boomchickapop, transformed a garage popcorn business into one of the nation’s fastest-growing brands of natural popcorn. She shares lessons in effective branding and how she cut through marketplace clutter with an emphasis on female leadership and empowerment.
Public speaker and motivator Gian Paul Gonzalez discusses his philosophy of being “all in” and the power of commitment.
Cheryl Deborde has served as the Members Choice CEO for five years following a 29-year banking career. From the start, she eschewed advertising for hands-on community involvement.
“I don’t want to spend money on a billboard,’” she says. “We want to make a difference. We support the local sport teams and the area schools with scholarships—that’s our advertising.
“We want to be known for taking care of people in our community,” Deborde continues. “When I look at people helping people, it's not just writing a check, it's about rolling up your sleeves and making a difference in people's lives.”
“He gave me a chance.”
It’s what Nick Kessenich hopes members will say when asked about the impact he had on their financial lives.
It’s also what $28 million asset Members First Credit Union in Madison, Wis., would say if credit unions could talk.
For nearly 40 years, Kessenich led the credit union as it grew from an organization run out of a basement and a briefcase into a community-based credit union that serves more than 3,000 members.
“The credit union was my life. What I’m proud of the most is when somebody thanks me because no one else would give them a chance,” Kessenich says. “I gave them a chance, they took it, and they succeeded.”
Bill Lawton’s path to credit unions was almost a birthright. His grandfather served as a credit union board member in the 1950s; his mother worked for the Michigan Credit Union League; and his father, George Lawton, served as manager of Community Financial Credit Union when Bill was growing up.
“It was only as I got a little older that I appreciated the background of those stories,” recalls Lawton. He serves as president/CEO of the same credit union his father ran in Plymouth, Mich.
Bill started at the credit union in 1974 at the age of 14, filing ledger cards. Eventually, he took on a more substantial role, leading the credit union’s transition into the computer age in the early 1980s and building the organization’s information technology infrastructure. Through the years, his role expanded. He took over as CEO in 2004. Today, the credit union holds $1.1 billion in assets and serves 79,500 members.
One of Lawton’s employees, marketing coordinator Kristen Todd, offers her own take on Lawton’s role at the credit union: “He’s not only just the backbone of Community Financial Credit Union—he’s the heart of it, too.”
In her first credit union job, Val Mindak worked in almost every area of the organization. This paved the way for a career in the movement and sparked Mindak’s passion for community involvement.
Today, the president/CEO of $275 million asset Park City Credit Union in Merrill, Wis., says her extensive credit union experience shaped her leadership style. Since Mindak became CEO in 2009, Park City has seen overall growth of more than $200 million in assets.
“Effective leadership means moving people toward a common vision,” she says. “We can contribute so much more when we work together.”
The events of 2020 have affected consumer behavior in many ways, and the payments landscape is no exception. The coronavirus (COVID-19) pandemic has driven significant changes in consumer payment preferences.
Through its 2020 Eye on Payments study, PSCU set out to gauge those payment preferences among credit union members and customers of other financial institutions and explore how they have shifted over the past year.
This episode of the CUNA News Podcast features Tom Pierce, senior vice president and chief marketing officer at PSCU, and Norm Patrick, vice president of Advisors Plus Consulting at PSCU.
Pierce and Patrick discuss key findings from the study and share takeaways that credit unions can use to better serve their members and optimize their product and service offerings.
The past year of living with the coronavirus (COVID-19) pandemic has presented many challenges for credit unions.
But in the face of difficult times, numerous credit unions have used the modification of in-person operations to reimagine business strategy, product and service delivery, and the member experience.
This episode of the CUNA News Podcast features Derek Everett, general manager of credit union solutions at Fiserv.
Everett explains that credit unions now have a unique opportunity to rethink operations and strategy. That includes technology optimization, process improvements, creation of new products and services, and other priorities that can lead to a better member experience and accelerated growth.
Everett shares specific solutions credit unions should explore, from digital banking to in-branch technologies, and outlines potential next steps for credit unions that have already started putting enhancements in place.
He also previews Fiserv’s sessions and other exciting plans for the 2021 CUNA Governmental Affairs Conference.
At their very best, credit unions serve at the hearts of their communities.
In this podcast, Cathie Mahon, president/CEO of Inclusiv, describes how her organization promotes financial inclusion and builds more inclusive economies through community-owned financial institutions.
Inclusiv is a national network of community development credit unions formed by and for low-income communities to serve disinvested and underserved populations. Membership is open to credit unions designated as Community Development Financial Institutions (CDFI) or Minority Depository Institutions (MDI) and to credit unions primarily organized around the mission of promoting financial inclusion.
Inclusiv operates on DEI principles, with programs that empower disenfranchised communities and promote cooperative solutions among credit unions.
Mahon explains that DEI is critical to everything that Inclusiv does—and emphasizes that it’s also everything credit unions are about.
CUNA News continues pre-conference interviews with some of the speakers addressing the 2021 CUNA Governmental Affairs Conference.
This episode features:
- Former New Jersey governor and 2016 presidential candidate Chris Christie on the 2020 election and the future of the Republican Party.
- Former Chicago mayor and former White House chief of staff Rahm Emanuel on next steps for the Democratic Party and opportunities for bipartisanship.
- Former Food and Drug Administration commissioner Dr. Scott Gottlieb on the coronavirus (COVID-19) pandemic and health-care policy.
To hear more from this year's GAC speakers, listen to the first part of the CUNA News Podcast's interviews with author, speaker, and social-change agent Kevin Carroll; former U.S. national security advisor H.R. McMaster; and award-winning journalist, documentarian, and author Soledad O'Brien.
As the upcoming generation of consumers enters the financial services marketplace, credit unions should prepare to meet their expectations. Younger generations select financial institutions based on a very different set of criteria than their parents used.
They look for convenient, digital-first, personalized experiences—and they’re willing to walk away if a financial institution doesn’t deliver them.
In this episode of the CUNA News Podcast, Jamie Cosgrove, head of financial services at Podium, explores what the modern member expects from financial institutions, including the importance of a mobile-first, cashless transaction experience.
He also shares how credit unions can build trust with these members and explains how their preferences fit into growing consumer acceptance of digital banking due to the coronavirus (COVID-19) pandemic.
Cosgrove says there are many tools available to move credit unions in the right direction, and they can provide feedback much more quickly than ever before.
The 2021 CUNA Governmental Affairs Conference is right around the corner. This year’s GAC takes place virtually from Tuesday, March 2, to Thursday, March 4, and, as always, features an unmissable lineup of speakers.
This episode features pre-conference interviews with some of the thought leaders who will share their expertise at GAC:
- Author, speaker, and social-change agent Kevin Carroll on advancing sports and play as a vehicle for creativity and change.
- Former U.S. national security advisor H.R. McMaster on leadership, resilience, and strategy.
- Award-winning journalist, documentarian, and author Soledad O'Brien on the current social, political, and media landscape.
To hear more from this year’s GAC speakers, look for an upcoming episode featuring interviews with former New Jersey governor Chris Christie, former Chicago mayor Rahm Emanuel, and former FDA commissioner Dr. Scott Gottlieb.
It’s been almost a year since the onset of the coronavirus (COVID-19) pandemic triggered nationwide lockdowns, remote work arrangements, and other massive challenges across the country. Through it all, credit unions have adapted and innovated to continue to serve members—but it hasn’t been easy. Fortunately, credit unions don’t have to go it alone.
Groups like CUNA Strategic Services (CSS) work with credit unions to identify their business challenges and find solutions through industry providers.
This episode of the CUNA News Podcast features Barb Lowman, president of CSS. Lowman shares what credit unions should know about CSS, including how it works with providers and the changes CSS has made to serve credit unions effectively during the pandemic.
She also highlights some of the ways providers have supported credit unions and suggests a few solutions credit unions should consider in the days ahead.
The most impactful moments don’t always appear on a resume or LinkedIn profile.
“Sometimes the best things that happen to people to improve their life and to help them make great decisions are those things you would never hear about unless you are willing to deeply ask and get curious,” says Antonio Neves, speaker, author, and host of “The Best Thing” podcast.
Neves will be the emcee at the 2021 CUNA Governmental Affairs Conference, which will be held virtually March 2-4.
For credit unions, the member experience has been virtually redefined since the onset of the coronavirus (COVID-19) pandemic. Member expectations have shifted as safety and ease of use redefine the consumer landscape.
This raises two questions for credit unions, according to Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience.
First, how do credit unions anticipate these changing dynamics among their members and prospective members?
Second, what changes should credit unions make to meet these expectations and to deliver consistently great experiences across all their delivery channels?
Additionally, assessing member satisfaction must also evolve, according to Paul Robert, CEO of FI Strategies, a strategic partner of CML. Measuring ease of use is at least half the equation in this new landscape, Robert says.
As members’ interactions with their credit unions become more digital, their engagement creates a legacy of data that can be collected and analyzed to improve business performance.
In this podcast, sponsored by Trellance, Kaushal Pandya, senior vice president of data management and chief data officer at Trellance, explains how credit unions can develop the tools to catalog and maintain their own data management programs.
As Kaushal says in this interview, data management competency is a blend of people, technology, and process. Trellance works with credit unions to ensure each of those elements is integrated smoothly into an organization’s data management system.
With the right practices and principles, virtually every credit union can maintain a quality data management platform, paving the way for better member engagement and product and service growth.
Marketers who had adopted an agile marketing mindset before the coronavirus (COVID-19) pandemic were quickly able to pivot their plans without major disruptions when the pandemic began.
“We don’t write big marketing plans,” says Jim Ewel, author of “The 6 Disciplines of Agile Marketing: Proven Practices for More Effective Marketing and Better Business Results.” “We write one- or two-page plans—I call them ‘napkin plans.’ They’re revised frequently. They’re tested against the market frequently. We get a lot of feedback on them and they constantly evolve and change.”
In this episode, Ewel, who will speak at the CUNA Agile Marketing eSchool in February, talks about what agile marketing is, the benefits it presents, how to switch to an agile mindset, and more.
Sticking to the fundamentals and building relationships with members are key components of lending, say two award-winning lenders.
Lloyd Gill, retired CEO at $565 million asset We Florida Financial in Margate, Fla., and Tim Dunham, vice president of consumer lending at $1.1 billion asset Credit Union of America in Wichita, Kan., joined the CUNA News Podcast to talk about lending during the coronavirus (COVID-19) pandemic, what lending will look like in the future, the importance of relationship building, and more.
The CUNA Lending Council named Gill the 2020 Phil Greer Lifetime Achievement Award winner and Dunham the 2020 Rising Star during the CUNA Lending Council Virtual Conference in November.
The outset of the coronavirus (COVID-19) pandemic in 2020 provided unforeseen challenges for every credit union leader. Leadership lessons gleaned from webinars and audiobooks were put to the test under the pressure of a crisis, and new lessons were forged from failure and success.
In this podcast, two credit union CEOs share their pandemic experiences and how they’re moving forward in 2021.
Lynette Smith, president/CEO of $130 million asset TruEnergy Credit Union in Springfield, Va., shares how TruEnergy leveraged a largely remote workforce to serve 9,000 members during the pandemic with a blend of technology and appointment-only, face-to-face member service.
Max Villaronga, president/CEO of El Paso (Texas) Area Teachers Federal Credit Union, explains how the $740 million asset credit union serves 65,000 members largely through remote services in one of the states hardest hit by the pandemic.
Smith and Villaronga provide insight and lessons that credit union leaders can apply within their own organizations.
When Jordan van Rijn looks back at 2020, what stands out most is how quickly the economy is recovering following dramatic declines in gross domestic product and skyrocketing unemployment due to the pandemic.
While the economy isn’t in the clear, van Rijn, CUNA’s senior economist, is heartened by the resilience of the U.S. economy—and credit unions.
He’s hopeful for a recovery this year as COVID-19 vaccines become more widely available and administered.
In this episode of the CUNA News Podcast, recorded in late December, van Rijn offers projections for economic growth and unemployment in 2021, the outlook for credit union balance sheets, possible roadblocks, reasons for hope, and more.
Among the unforeseen challenges the coronavirus (COVID-19) pandemic has created for credit unions are the compliance requirements driven by social and safety considerations.
In this podcast, David Reed, an attorney, consultant, and trainer with Reed & Jolly, PLLC, explains how credit unions can continue to handle operations and human resources in the new normal, as pandemic-related considerations redefine the work environment.
The top priority should be security and safety for members and employees, says Reed. Credit unions have plenty of best practices to follow but still must navigate the challenging territory of execution and communication.
Reed also shares how credit unions can minimize risk while focusing on the member experience in 2021.
It used to be that only large lenders with extensive financial and development resources could even think about building their own loan origination systems. Today, innovations in hardware, software, and agile processes allow smaller lenders to do so as well.
With the need for personalized relationship management becoming increasingly vital for serving members, credit unions can envision and create loan origination systems specific to their business needs.
This episode of the CUNA News Podcast, sponsored by defi SOLUTIONS, features Scott Hendriks, director of product strategy for defi SOLUTIONS, and Craig Levering, director of banking transformation practice for PricewaterhouseCoopers Advisory Services.
Hendriks and Levering discuss some of the technological and industry changes that enable credit unions to build their own loan origination systems. They also highlight the business benefits of doing so, trends to watch, and more.
If you want to go fast, go alone. If you want to go far, go together.
This proverb sums up the mission of faith-based credit unions and the Faith Based Credit Union Alliance. The alliance, which celebrated its 10-year anniversary in September, embraces collaboration to move its member credit unions—and their members—forward together.
This episode of the CUNA News Podcast features Drs. Joronda and Hiram Crawford, board members at $1.4 million asset Israel Methcomm Federal Credit Union in Chicago, and Robin Hollis, regional director for the Illinois Credit Union League.
They discuss how faith-based credit unions differ from their mainstream counterparts, relying primarily on volunteers to serve their tight-knit memberships.
They also explain how the Faith Based Credit Union Alliance fosters collaboration among its member credit unions, what mainstream credit unions can learn from faith-based credit unions, and more.
When the coronavirus (COVID-19) struck, CO-OP Financial Services had to act quickly and deploy its workforce in a remote environment. But it knew it also had to continue to assist credit unions as they worked to meet the needs of their members during the pandemic.
“Our vision is to be an indispensable financial technology partner for credit unions,” says Todd Clark, CEO of CO-OP Financial Services. “We’ve made great strides for our clients. Within a couple of weeks, we shifted our focus for a short window of time to put some proactive COVID response solutions in place and a lot more self-service integration of digital tools through our developer portal.”
Developing primary financial institution relationships is key for credit unions, especially during the pandemic, Clark says. Credit unions have done this and continue to put members’ needs ahead of profits during this challenging time.
“Credit unions continued to be compassionate banking alternative,” Clark says. “And we’re reminding our credit unions right now that their members need them more than ever. Being there for their members, gaining their trust, and being their ally will increase loyalty in the long term.”
In this episode of the CUNA News Podcast, sponsored by CO-OP Financial Services, Clark discusses the importance of payments as an avenue for growth, how COVID-19 has impacted digital transformation, how to leverage data to support financially fragile members, and more.
Challenged by a national health crisis and its economic impact, credit unions are faced with protecting employees, safeguarding financial stability, and serving members within a new normal fraught with uncertainty. Investing in employee development not only meets these needs but also helps prepare organizations for a future that has yet to be defined.
In this podcast, our latest in a series on service culture, we explore how investing in your employees’ development can benefit the long-term future of your organization.
Investing in employees shows that you see them in your future, and that’s a motivator for today’s worker, says Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience.
“Once we can help people see themselves in our future, they can start seeing us in their future as well,” Hitman says.
And that makes all the difference in your culture, says Paul Robert, CEO of FI Strategies, a strategic partner of CML.
Roberts adds that investing in employee development plays a critical role in identifying emerging leaders within an organization.
In this interview, Jayne and Paul break down all the ways employee development returns value to an organization and engages employees to serve members more meaningfully.
You can listen to the CUNA News Podcast in Apple’s iTunes Store, Google Podcasts, Spotify, and Stitcher Radio.
A strong board/CEO relationship is a critical ingredient to credit unions’ success. This requires transparency, communication, and shared goals, says Terry Davidson, board chair at $720 million asset True Sky Credit Union in Oklahoma City and a 2020 Credit Union Rock Star.
At True Sky, Davidson and the board began building a relationship with CEO Sean Cahill during the interview process. Cahill joined the credit union in December 2018.
“You have to start at the beginning and be open and honest. You can’t tell someone you want them to do something and then go in a different direction,” Davidson says.
In this episode of the CUNA News Podcast, Davidson and Cahill discuss how to form strong relationships, both among board members and between the board and CEO, the importance of doing so, and more.
To hear more from Davidson and Cahill, check out the article "Relationships key to success" in the November issue of Credit Union Directors Newsletter. Subscribe now to the print or PDF version.
Credit unions work closely with suppliers every day, for almost every aspect of operations. Suppliers print marketing materials, stock vending machines, and equip branches with the hand sanitizer, personal protective equipment, and plexiglass barriers needed to safely conduct business.
But opportunities exist to think more strategically about these partnerships. A supplier diversity plan is one way credit unions can drive growth while strengthening the communities they serve.
This episode of the CUNA News Podcast features Lara Brecher, founder and principal consultant at Brecher Consulting and a former credit union business development manager. Drawing on her extensive experience in the credit union movement, Brecher discusses how supplier diversity strategies empower credit unions to uphold their missions and values while forging partnerships and driving growth.
As she explains, supplier diversity provides business benefits, promotes equity, and supports small businesses—all of which align perfectly with credit union philosophy.
Text messaging offers flexibility and convenience for both credit unions that use it and people who receive the messages.
It also is a tool credit unions can use to build relationships and gain member loyalty.
“It allows the member to feel like their credit union is really their friend,” says Jeff Moss, senior director of financial institutions at Podium, a customer messaging platform. “It’s part of the communication style the credit union uses for every type of relationship they have. And it’s quick, easy, and convenient.”
Not only does text messaging give credit unions a pathway to establishing relationships with members, it’s also an effective tool for communication.
Studies have shown that the read-through rate of text messages is 98% compared to 10% to 12% for emails, Moss says.
In this episode of the CUNA News Podcast, sponsored by Podium, Moss discusses how text messaging can create member loyalty, why and how credit unions use text messaging to communicate with members via text, challenges associated with establishing a text messaging program, and more.
Amid an extended and contentious 2020 election, the CUNA/league advocacy team had another successful campaign cycle, winning 97% of the more than 400 races it supported for candidates on both sides of the aisle. That includes wins on 10 of 11 priority races.
As President-elect Joe Biden prepares to take office in January, the CUNA/league advocacy team is examining what a Biden presidency will mean for credit unions, advocacy, and progress toward our priorities, says Ryan Donovan, CUNA’s chief advocacy officer.
In this episode of the CUNA News Podcast, Donovan examines the 2020 election, what it will mean for credit union advocacy and key issues, and next moves for the CUNA/league advocacy team.
Credit Union Rock Stars Rachna Bhatia and Andrea Finley help others achieve financial freedom.
Coincidentally, Andrea Finley and Rachna Bhatia both began their financial services careers working in banks. But their hearts led them to credit unions.
Following their hearts has helped them improve countless financial lives among their memberships and communities. For that, both Finley and Bhatia are among 39 credit union leaders named as 2020 Credit Union Rock Stars by Credit Union Magazine.
Sponsored by Fiserv, the Credit Union Rock Stars program recognizes outstanding credit union professionals and volunteers from a wide range of disciplines for their exceptional creativity, innovation, and passion.
Andrea Finley is financial wellness coordinator at SC Telco Credit Union in Greenville, South Carolina.
Rachna Bhatia is director of community outreach and business development at Infinity Federal Credit Union in Portland, Maine.
In this podcast, Bhatia and Finley share how community partnerships are the key to financial wellness—and how that key can also open new doors for credit unions in their fields of membership.
While the coronavirus (COVID-19) pandemic has shifted credit unions’ focus from in-person to digital channels, the truly successful credit unions are those that help members smoothly transition from one channel to the other, picking up financial conversations right where they left off from their last visit.
What ties those channels together? Data. Marquis helps credit unions use data to make those conversations with members meaningful, productive, and more efficient.
In this podcast, sponsored by Marquis, Tony Rizzo, chief marketing and creative officer for Marquis, and Ryan Housefield, senior vice president of sales, describe how credit unions that use data on the front lines can provide the engagement tools employees need to drive sales and decision-making while improving the bottom line.
As Rizzo says in this interview, the best way for credit unions to compete with big banks is to stay focused and local. Data integration is the best way to do that.
The coronavirus (COVID-19) pandemic has accelerated both the move from cash to cards, and the use of advanced card technology including contactless cards, central issuance, and instant issuance.
But it hasn’t changed the need for credit unions to be top of wallet with their cards. The best way to achieve that goal is by building member engagement, according to Nicole Machado, executive director, product strategy card services, for Harland Clarke, a CUNA Strategic Services alliance provider.
In this episode of the CUNA News Podcast, sponsored by Harland Clarke, Machado explains how to build a best-in-class engagement strategy through payments, how to become top of wallet, new developments in the card arena, payment trends accelerated by COVID-19, and more.
No two credit unions approach growth the same way.
That’s especially true of three credit union CEOs who recently spoke with the CUNA News Podcast about how their credit unions have achieved growth in recent years.
Platinum Federal Credit Union in Duluth, Ga., relies on virtual branches and committees to attract and retain members in areas that can’t support brick-and-mortar branches, says CEO Kabir Laiwalla.
Founded in 2000 to serve the Ismaili sect of Shia Muslims nationwide, the credit union has grown from less than $1 million in assets to more than $150 million in assets today.
When building a new branch, MED5 Federal Credit Union in Rapid City, S.D., created a space with a twist—a coffee shop open to the community, says CEO Pam Brown-Graff. The coffee shop brings potential members into the credit union for a jolt of java while also giving back to the community.
Lisa Brown has experience lifting credit unions from the brink of insolvency. As CEO of Tallahassee-Leon (Fla.) Federal Credit Union, she’s guided the credit union toward growth, doubling assets and growing capital from 6% to nearly 11%.
Her experiences with the National Credit Union Foundation’s International Credit Union Development Education (DE) program has taught her to think creatively to develop solutions for the credit union’s membership.
Laiwalla, Brown-Graff, and Brown are among 39 credit union leaders named as 2020 Credit Union Rock Stars by Credit Union Magazine.
Sponsored by Fiserv, the Credit Union Rock Stars program recognizes outstanding credit union professionals and volunteers from a wide range of disciplines for their exceptional creativity, innovation, and passion.
As with nearly every aspect of life, the coronavirus (COVID-19) pandemic has affected how candidates campaign, how people vote, and, as a result, how credit union leaders advocate.
But one constant remains amid these changes: The nonpartisan approach CUNA and the leagues take to support credit union-friendly candidates with messages of how credit unions advance their local communities and transform the financial lives of members—elected officials’ constituents.
This episode of the CUNA News Podcast, recorded shortly before the 2020 election, features a conversation with Trey Hawkins, CUNA’s deputy chief advocacy officer for political action.
He takes us through possible election scenarios and their implications for credit unions, priority races for the CUNA/league advocacy team, advocacy advice for credit union leaders, and more.
As difficult and devastating as the coronavirus (COVID-19) pandemic has been, it’s also brought out the best in many credit union leaders.
Take Tillery Durbin of 121 Financial Credit Union in Jacksonville, Fla., and Amber Rahn, culture and organizational development manager for Blue Federal Credit Union in Cheyenne, Wyo.
Durbin was promoted to business services director in April, when the pandemic arrived alongside a crush of SBA Paycheck Protection Program (PPP) loans.
That’s when the brutally long hours began.
Durbin typically worked 13 to 16 hours a day processing PPP loans for 121 Financial’s small business members and those at other institutions.
Her goal: To help as many people as possible.
Rahn made it her mission to support employees struggling with remote work situations, home schooling, anxiety, and, in some cases, financial distress as spouses lost their jobs.
Rahn organized multiple virtual events to engage staff and build camaraderie, including a weekly series of musical sessions featuring in-house talent.
She’s also helped many Blue Federal employees gain financial freedom with the Smart Dollar financial training program, through which staff have eliminated more than $750,000 in debt and saved $250,000.
Durbin and Rahn are among 39 credit union leaders named as 2020 Credit Union Rock Stars by Credit Union Magazine.
Sponsored by Fiserv, the Credit Union Rock Stars program recognizes outstanding credit union professionals and volunteers from a wide range of disciplines for their exceptional creativity, innovation, and passion.
The 200th episode of the CUNA News Podcast highlights the exceptional efforts of Durbin and Rahn to serve members and employees during this challenging time.
From the bottom to the top of an organization, getting the right people for the right job is critical. It’s also much more difficult than it seems at first glance.
In this podcast, our latest in a series focusing on service culture, we explore how putting people in the right position should be a deliberate strategy that shapes an organization’s culture.
Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience, says high performers bring their best every day, and they need to work with other high performers.
At the same time, passion and teamwork also drive culture, adds Paul Robert, CEO of FI Strategies, a strategic partner of CML. Organizations should invest in people who can influence others in a positive way.
As Hitman says in this podcast: “When culture is done right, employees want to be in the right seat and they want to contribute.”
As social distancing continues, many credit union members are increasingly turning to digital banking options as an alternative to in-branch service. With more members embracing online and mobile tools, credit unions have an opportunity to drive stronger digital engagement.
This episode of the CUNA News Podcast, sponsored by Fiserv, features insights from Colin Murphy, vice president of product marketing for digital channels at Fiserv. Murphy says that meaningful member interactions start with a human-centric approach and proactive communication. He shares strategies for reimagining member relationships in a digital-centric world, strengthening digital engagement through innovative service, and achieving growth in a “new normal” environment.
"We're at a point now where behavior has changed and things will stick," Murphy says. "We have been seeing consumers visiting the branches less and less for over a decade. The pandemic has really just rapidly accelerated that trend. And it's extended that behavior not just to young consumers, but to older segments."
At the end of every month or quarter, credit union finance professionals tackle the close process, or the preparation of the credit union’s financial statements for publication. It requires extensive research and reconciliation on the part of the finance team, and completing these tasks manually can be challenging.
Nancy Wu, head of sales and customer support for SkyStem, says many credit unions experience pain points in their close processes. This is where automation tools can help to streamline the close process, removing inefficiencies and allowing teams to work more effectively together.
For $551 million asset 121 Financial Credit Union in Jacksonville, Florida, implementing automation made the close process easier on the finance team. Chief financial officer Benjamin Munday says this led to smarter ways of working, improved morale, and happier team members.
In this episode of the CUNA News Podcast, sponsored by SkyStem, Wu and Munday share best practices for identifying an automation solution that fits your credit union’s needs, getting employees on board with new tools and processes, and working through potential challenges like the coronavirus pandemic.
As credit unions work to assist members through the challenges of the coronavirus pandemic, a focus on member financial well-being has come to the forefront. For CUNA and the National Credit Union Foundation, advancing the concept of financial well-being isn’t a new initiative, but it’s one that has taken on increasing importance in recent days.
On this episode of the CUNA News Podcast, CUNA President/CEO Jim Nussle and Foundation Executive Director Gigi Hyland explain the meaning of financial well-being and why it’s a key idea for credit unions to understand and consider. They also discuss how credit unions are working toward member financial well-being during the pandemic and what credit unions can do to share their stories with members, communities, and lawmakers.
You can listen and subscribe to the CUNA News Podcast in Apple’s iTunes Store, Spotify, Google Play, and Stitcher Radio.
Max Michieli remembers the moment he realized the shocking amount of single-use plastic being produced, a realization that ignited his passion to develop a payment card that limited the amount of new plastic used in production.
Michieli, director of new card development and sustainability products at CPI Card Group, was visiting with a supply chain partner CPI Card Group was working with on its new eco-focused payment card solution.
He recalls seeing plastic fly off the production line at a rate of one mile of plastic film every five minutes and learning that this warehouse—which was nearly 50,000 square feet with 23-foot ceilings—turned over all this single use plastic each month.
“My stomach churned at the thought of all this plastic being thrown away just seconds after it was consumed,” Michieli says. “That’s the moment I realized the impact not only of the problem that we were trying to solve, but of the solution we have to offer.”
The solution CPI Card Group came up with was integrating upcycled, recovered ocean-bound plastic into the production of payment cards, in an attempt to use and divert plastic that would typically end up in oceans, shorelines, and waterways. While there were hurdles to overcome, Michieli says it was worth the effort.
“I feel like we’re changing the industry,” Michieli says. “The suppliers were, quite frankly, nervous and reluctant to start running eco-focused materials, but I think once you engage them and walk with them through the process, it’s a very compelling argument to say that we can make sustainable business decisions and not sacrifice on quality.”
In this episode of the CUNA News Podcast, sponsored by CPI Card Group, Michieli discusses eco-focused card solutions, the process of developing these cards, and what benefits offering a more, sustainable card solution has for credit unions.
As with virtually every other area of the credit union, finance is increasingly driven by technology. CPA.com is a leader in providing technology that drives innovation within the finance space. Its RIVIO Clearinghouse has helped support the transformation of financial information exchange in the U.S. market.
Kalil Merhib is the leader of CPA.com’s sales organization. He was instrumental in leading the launch of RIVIO. In this episode, sponsored by CPA.com, Merhib discusses how RIVIO facilitates the audit process at credit unions and improves the member service experience.
Digital technology is disrupting the traditional business model in the finance ecosystem, says Merhib. This agile environment requires a willingness “to learn, relearn, and unlearn” to keep in step with the shifting demands and increased complexity of data.
“You're seeing more data and metadata around the information that's being exchanged,” says Merhib. “That allows for stakeholders to make better decisions and have more insights into what's going on in their ecosystem.”
The credit union movement is currently engaged in crucial conversations about structural racism and social justice. As credit unions consider how they can better support their employees, members, and communities, many are also learning more about diversity, equity, and inclusion—or DEI—and how it can guide credit unions in their efforts.
In this episode, Samira Salem, CUNA’s vice president of diversity, equity, and inclusion, joins the CUNA News Podcast for a wide-ranging discussion of DEI principles. Salem defines the elements of DEI, explains how to review the member experience through a DEI lens, shares why credit unions should prioritize DEI during the coronavirus (COVID-19) pandemic, and more.
"It should come as no surprise that diverse and inclusive organizations are more collaborative and more innovative," says Salem. "They're better able to avoid risks. We see better team performance, customer orientation, and improved decision-making."
Salem emphasizes that implementing DEI practices is both a journey and a lifestyle. "Once you begin to intentionally do this work, it will become part of how you move forward," she says. "It's continuous, and we don't have a road map. We may run into challenges, and we need to be able to pick ourselves up, make course corrections, and continue moving forward."
High employee turnover is a common and challenging problem for many credit union contact centers, often harming member service and raising operational costs.
While many reasons exist for high turnover, the best way to address this issue is to focus on culture, according to Terri Panhans, vice president of contact center solutions, and Tracy Gudmundson, vice president of contact center operations, for Harland Clarke.
This episode of the CUNA News Podcast, sponsored by Harland Clarke, examines the reasons for high contact center turnover, why culture is so important, the components of a healthy culture, and more.
During a time when our country is experiencing a national health emergency, economic decline, and civil unrest, consumers and employees are feeling anxious and uncertain. Empathy is a word that we hear more often in terms of creating value for an organization’s culture.
“Empathy is ultimately about stepping into somebody’s else’s shoes and understanding their emotions,” says Jayne Hitman, national program manager for Creating Member Loyalty (CML), a development strategy program from CUNA focused on increasing employee engagement and the member experience.
With that understanding, organizations are better able to propose solutions, engage employees, and capture members’ loyalty, according to Paul Robert, CEO of FI Strategies, a strategic partner of CML.
As Robert says, empathy is nothing short of a differentiator for organizations in today’s marketplace. It’s a way to attract and retain top talent and enhance the member experience.
As populations that constitute credit union members and employees become more diverse, it’s important to understand what diversity, equity, and inclusion, or DEI, mean for the movement.
In June, CUNA held a Diversity, Equity, and Inclusion eSchool to explain what DEI is, why it matters for credit unions, and how DEI practices can be implemented.
CUNA News editors provided coverage of the DEI eSchool to help credit unions start conversations and consider actions they can take to incorporate DEI principles. This week on the podcast, CUNA News presents audio versions of three DEI-focused stories to come out of the eSchool.
The CUNA News team will continue to follow ongoing conversations about diversity, equity, and inclusion. CUNA is also a founding organization of the CU DEI Collective, a group devoted to furthering DEI within the credit union movement.
Much like the rest of the country, the credit union movement is engaged in crucial conversations about understanding structural racism, advancing social justice, and prioritizing diversity, equity, and inclusion.
Leading many of these discussions is the African American Credit Union Coalition, or AACUC.
In June, the AACUC launched Commitment to Change: Credit Unions Unite Against Racism. This initiative focuses on unification, education, conversations, and investments that will move the credit union movement into a future where diversity, equity, and inclusion can thrive.
In this episode, guest host Lauren Williams, CUNA's media relations manager, speaks with Renee Sattiewhite, president and CEO of AACUC.
They discuss the philosophy behind the Commitment to Change initiative, how credit unions can support communities of color, advice for allies, and more.
Dan Stoltz follows a “net giver” leadership philosophy, which emphasizes that life is about giving rather than getting. That focus on serving others has provided a framework for success at SPIRE Credit Union, where Stoltz is president/CEO.
When Stoltz took over SPIRE in 2010, the credit union had lost $13 million and its future was uncertain. In Dan’s first four years as CEO, SPIRE doubled its equity, and then began a period of unprecedented growth. SPIRE’s net income of $9 million in 2019 was an all-time high; the best year in the credit union’s 86-year history.
Earlier this year Stoltz was named the 2020 Most Admired CEO by the Minneapolis/St. Paul Business Journal.
In this podcast, Dan discusses how SPIRE is navigating the COVID crisis and the importance of maintaining a vital voice in the wake of civil unrest locally.
With decisions being made that impact credit union operations as well as employee health and safety, human resources (HR) professionals know how critical their role is during the coronavirus (COVID-19) pandemic.
It exemplifies why HR professionals need to take a holistic approach and ensure the department continues to have a “human touch.”
Nikki Badje, vice president of HR at $1.2 billion asset TruWest Credit Union in Tempe, Ariz., and Nate Brock, director of HR at $140 million asset LincOne Federal Credit Union in Lincoln, Neb., joined the CUNA News Podcast to talk about how to keep a human element within HR, especially during challenging times.
The CUNA HR & Organizational Development Council named Badje the 2020 Professional of the Year and Brock the 2020 Rising Star during its virtual membership meeting June 30.
Until recently, business continuity plans focused primarily on natural disasters and cyber events.
That changed quickly with the onset of the coronavirus outbreak and protests over the murder of George Floyd, which require credit unions to address a host of new issues, business continuity experts say.
This episode of the CUNA News Podcast features a conversation with two business continuity experts from Quantivate: Andrea Tolentino, principal solutions architect, and Linda Carlson, solutions consultant.
Quantivate is the technology provider for the Credit Union Compliance Management System and the provider of several modules that integrate with the platform, including a business continuity module.
Plus, Brad Brown, vice president of enterprise risk management and security officer for $182 million asset Service One Credit Union in Bowling Green, Ky., explains the credit union’s collaborative approach to business continuity, how its business continuity efforts shifted during the pandemic, best practices, and more.
Credit unions don’t necessarily need to offer special loan products or pride-themed debit cards in order to effectively serve LGBTQ members.
It’s the little things, such as making them feel special and welcome at the branch and letting them know the credit union cares for and respects them that make the biggest impact.
“That’s just another part of the secret sauce to your credit union,” says Linda Bodie, CEO of $55 million asset Element Federal Credit Union in Charleston, W.V., and one of the co-founders of CU Pride. “Make sure your members know that you care about them and that they’re treated with respect.”
In this episode of the CUNA News Podcast, Bodie talks about how credit unions can find that “secret sauce” and serve members of the LGBTQ community and what Element Federal does. She also discussed CU Pride, an organization that advocates for the LGBTQ community in the credit union movement.
While Pride Month has a different look this year due to the coronavirus (COVID-19) pandemic, Alternatives Federal Credit Union in Ithaca, N.Y., is maintaining its focus on strengthening community partnerships that make the LGBTQ community more financially and socially secure.
“We’re focusing on collaboration and education within the community,” says Chris Cain, chief experience officer at the $115 million asset credit union.
This year, Alternatives Federal is hosting a series of workshops and virtual webinars about its TransAction Financial Empowerment Program.
The program provides monetary assistance for members going through the gender affirmation process. But just as important, it provides education and access to other resources to support members.
As Cain says in this CUNA News Podcast episode, what’s important is having an open dialogue around LGBTQ issues 12 months a year.
For many young professionals, the coronavirus (COVID-19) pandemic has created uncertainty about career progression and goals. Workplaces are still in flux as credit unions and other companies adapt to the ever-changing environment. Professional relationships also continue to change, with networking and mentorship opportunities paused or moved to virtual channels to comply with social distancing.
CUNA recently held a webinar to help young professionals navigate their careers during the current crisis. The session provided career development guidance from nationally recognized speaker, author, and coach Antonio Neves. This podcast episode presents highlights from the webinar.
Neves explains the importance of having a personal development plan, building a network, and finding ways to get engaged and noticed for future promotions. He also discusses how young professionals can add value at their credit unions and thrive within unusual circumstances.
The webinar was sponsored by CUNA Mutual Group.
Perhaps at no time is an organization’s culture more on display than during a crisis. Jayne Hitman and Paul Robert assist credit unions in shaping their cultures to shine at just these moments.
Hitman is national relationship manager for CUNA Creating Member LoyaltyTM (CML), a comprehensive development strategy with expert guidance focused on increasing employee engagement and the member experience.
Paul Robert is CEO of FI Strategies, LLC, a strategic partner for CML.
Hitman and Robert will appear regularly on the CUNA News Podcast in a new series on service culture.
In this episode, Hitman and Robert discuss the value of communication during a crisis and how leadership can shape an organization’s direction through intentional, transparent messaging. As Hitman says in this interview, “Keep it simple and focus on your people.”
Marco Dominguez knows firsthand why credit unions need to reach out to and educate immigrant populations about financial services.
The native Venezuelan has been there.
“I’ve seen the international community suffer and struggle to get banking services, to be recognized, and to trust organizations,” says Dominguez, director of community relations at $573 million asset Financial Center First Credit Union in Indianapolis. “I’ve seen it firsthand—I’m a Venezuelan Hoosier.”
Dominguez received the inaugural Chairman’s Global Good Award from the Indiana Credit Union League. This honor recognizes involvement in global or domestic projects that further credit unions and their values with immigrant populations or in foreign countries.
In this episode of the CUNA News Podcast, Dominguez talks about why it’s important for credit unions to work with immigrant populations, how Financial Center First helps these individuals, the work he’s done internationally, and more.
Shortly before the coronavirus pandemic took center stage, thousands of credit union leaders gathered at the 2020 CUNA Governmental Affairs Conference in Washington, D.C.
Much of the discussion during the event centered on how credit unions make an impact on members’ lives and improve their financial well-being.
This episode, recorded during the 2020 CUNA Governmental Affairs Conference, features how three credit union leaders go above and beyond to improve members’ financial well-being:
- Linda Voit, assistant vice president, internal communications, for Summit Credit Union, Madison, Wis. She discusses Summit's award-winning financial education programs, including Project Money.
- Luis Peralta, chief strategy officer for Kinecta Federal Credit Union, Manhattan Beach, Calif. He outlines the credit union's small-dollar consolidation loans.
- Dale Livingston, senior vice president of lending for Kohler (Wis.) Credit Union, who details the credit union's efforts to serve the underserved.
Diversity, equity, and inclusion (DEI) has become a mindset credit union leaders consider when forming their business plans.
They address DEI when attracting, recruiting, and retaining employees, and also when listening to community members and determining how to adapt products and services to meet members’ financial needs.
As organizations advance their DEI efforts, new challenges arise.
“It’s an ongoing journey,” says Sheila Milton, director of cultural competency and inclusion at $3.3 billion asset UW Credit Union in Madison, Wis. “We’ve done a lot to set ourselves up for the future, but as you go from year to year, it becomes even more challenging. DEI never ends.”
In this episode of the CUNA News Podcast, Milton explains the steps UW Credit Union is taking to address DEI, why credit unions need to engage in DEI efforts, why it’s important to involve all employees in DEI efforts, and more.
When social distancing guidelines went into effect across the United States, credit unions responded by closing or limiting access to lobbies and reducing the number of employees working in branches.
As a result, many credit unions became digital-first entities almost overnight—encouraging members to use virtual channels to access their accounts and services. In this environment, the concept of digital trust has come to the forefront for many credit unions.
John Ainsworth, president and chief executive officer of CULedger, joins the CUNA News Podcast to discuss building digital trust with members, implementing enhanced security features like decentralized identities, and anticipating how these technologies will continue to evolve.
Ainsworth also explains how joining CULedger's MemberPass Trust Registry™ and getting familiar with new guidance from the Federal Financial Institutions Examination Council are good first steps for credit unions to start building secure, trusted digital relationships with members.
This podcast is sponsored by CULedger.
Cybersecurity continues to be a top priority for credit unions and all businesses. And the coronavirus pandemic has done nothing to change that.
Ransomware, email phishing attacks, and other threats remain at all-time high levels as criminal organizations use the internet to profit though illegal activity.
Also, the rise of remote work arrangements continues to stress credit union networks and information technology departments.
This episode of the CUNA News Podcast, sponsored by Cipher Security LLC, features Scott Croskey, the company’s global chief security officer. He addresses the top cybersecurity issues facing credit unions and how managed security service providers can augment credit union security programs.
Jason Lindstrom can summarize his best crisis leadership advice in one word: Listen.
Lindstrom, president/CEO of $316 million asset Evergreen Credit Union in Portland, Maine, and chair of the CUNA Marketing & Business Development Council, says that means putting the financials aside for a moment and focusing first on your people.
In this episode of the CUNA News Podcast, Lindstrom takes us through Evergreen’s response to the COVID-19 crisis, which includes participating in the first wave of Paycheck Protection Program loans, holding a virtual annual meeting, leading a remote workforce, and other challenges.
The coronavirus (COVID-19) pandemic has not only elevated the importance of digital services, it has made clear the limits of self-service.
While sheltering at home, many members are using digital banking for first time. But even for digital natives, the pandemic has made mundane interactions meaningful.
In this episode of the CUNA News Podcast, sponsored by Symitar, a division of Jack Henry & Associates, Lee Wetherington explains why credit unions need to shift from self-service to personalized digital service.
Doing so will allow them to translate their people-helping-people philosophy into their digital channels, says Wetherington, Jack Henry’s director of strategic insight.
He also details what a personal digital experience should look like, the technology that enables this shift, and best practices for creating a personal experience through digital channels.
At first glance, an earthquake and hurricane don’t appear to have anything in common with a global public health crisis.
But the lessons credit unions leaders learned from those natural disasters are ones they’ve put in place during the response to the coronavirus (COVID-19) outbreak.
Eric Bruen, president/CEO of $40 million asset Desert Valleys Federal Credit Union in Ridgecrest, Calif., and Judy De Lucca, president/CEO of $175 million asset New Orleans Firemen’s Federal Credit Union, joined the CUNA News Podcast to talk about their experiences responding to crisis situations and how those experiences have guided them during the current pandemic.
When back-to-back earthquakes struck the region in July 2019, Bruen and his team jumped into action to provide short-term emergency loans to members impacted by the disaster. As news about COVID-19 began to increase, Bruen relied on the lessons he learned during the earthquake response.
Leading a credit union through a crisis is also a familiar situation for De Lucca, who was the CEO at the credit union when Hurricane Katrina devastated New Orleans in 2005.
Since the start of the coronavirus outbreak in the United States, the CUNA News team has been covering the virus’s impact on credit unions. Our editors have heard stories from many credit unions about the unprecedented challenges of continuing to operate during a pandemic. But we have also heard stories from those same credit unions about rising to the challenge to protect their employees and members.
This week on the podcast, we’re bringing you audio versions of three recent stories about credit unions forging their own paths through the pandemic.
As technology advances and data becomes increasingly important, protecting member and data privacy is vital. Data breaches occur every day, and consumers are more aware of privacy issues than ever before. But with the right privacy-enhancing technology, credit unions can balance consumer trust and the need to leverage data for better service.
Greg Glawson, chief information officer at UNIFY Financial Credit Union in Torrance, California, discusses the privacy landscape and how his credit union uses solutions like MemberPass, which leverages privacy-enhancing technology, to build digital trust with members. Glawson leads UNIFY Financial’s technology and information security operations, establishing a secure environment that will sustain the credit union for the future of consumer banking.
This podcast is sponsored by CULedger. CULedger is a CUNA Associate Business Member at the premier level.
As the coronavirus (COVID-19) pandemic continues, CUNA’s economists are closely following the situation.
They recently discussed the economic and credit union impact of COVID-19 during the CUNA Managing Economic and Operational Challenges COVID-19 eSchool, offered free as a CUNA member benefit.
This episode of the CUNA News Podcast features some of that discussion.
CUNA Chief Economist Mike Schenk, CUNA Senior Policy Analyst Samira Salem, and CUNA Senior Economist Jordan van Rijn address key implications for credit union operations and prospects for financial stability and success.
The webinar was the first session in CUNA’s eSchool on managing economic and operational challenges during the coronavirus pandemic.
Other sessions highlight how to keep staff engaged, save the member experience, salvage your strategic plan, and manage a remote workforce during the crisis.
When consumers drive 70% of economic activity, as they do in the U.S., any significant disruption to peoples’ lives will have a corresponding impact on the economy. That is certainly the case with the coronavirus outbreak, which has created rapid, widespread, and severe economic disruption.
As a result, CUNA economists have revised their 2020 economic growth forecast from 1.8% to -2.25%. They also adjusted their outlook for the unemployment rate from 3.5% to 6.5%.
In this episode of the CUNA News Podcast, three CUNA economists examine the extent of the disruption, provide an updated forecast for the economy, and discuss implications for credit unions.
They are Samira Salem, senior policy analyst; Jordan van Rijn, senior economist; and Mike Schenk, chief economist and deputy chief advocacy officer.
O Bee Credit Union in Lacey, Wash., is a 45 minute-drive from the Kirkland, Wash., nursing home that was the initial epicenter of the coronavirus outbreak.
The area’s credit unions were among the first in the nation to implement their pandemic response plans, which included closing branch lobbies, expanding remote work arrangements, offering special loans, waiving fees, and more.
This episode of the CUNA News Podcast features a conversation with James Collins, president/CEO of O Bee Credit Union.
He describes O Bee’s ongoing response to the coronavirus outbreak, managing a remote workforce, leading during a crisis, and what gives him hope for the future.
The coronavirus outbreak, while first and foremost a humanitarian crisis, will have a substantial financial impact on credit unions and their members.
While the extent of that impact isn’t clear, Mike Schenk, CUNA chief economist/deputy chief advocacy officer, says one approach will keep credit unions on the right track: Be flexible and continue to engage with and assist members to the best of your ability.
This episode of the CUNA News Podcast examines the potential impact of the pandemic on the economy, credit unions, and consumers; how near 0% interest rates will affect credit union operations; lessons from the Great Recession; and more.
Credit Union Magazine’s 2020 Credit Union Heroes share a common bond of driving large-scale change by immersing themselves in the communities they serve. This year, we profile four heroes who build lasting partnerships, speak to credit union values, cultivate the art of lending, and identify new doors to open.
All four heroes distinguish themselves as unsung champions of the movement by promoting credit union philosophy, exhibiting a firm belief in credit union values, and creating real, positive outcomes in their communities.
The 2020 finalists are:
- Robin Brulé, chief community engagement officer at $2.4 billion asset Nusenda Credit Union, Albuquerque, N.M.
- Margaret Delmonico, retired director of public relations at $5.6 billion asset PSECU, Harrisburg, Pa.
- Davina Napier, chief lending officer at $1.1 billion asset Credit Union 1, Anchorage, Alaska.
- Dave Prosser, senior vice president of community development at $654 million asset Freedom First Credit Union, Roanoke, Va.
Read more about this year's heroes and cast your vote for Credit Union Hero of the Year, sponsored by Symitar. Voting takes place through March 20.
As a nationwide provider of residential mortgage lending services, QRL Financial Services has made a steadfast commitment to help credit unions achieve more profitable mortgage operations while delivering an exceptional experience for their borrowers.
The company’s suite of offerings includes mortgage fulfillment services, retail lending, wholesale lending, correspondent lending, and sub-servicing.
In this podcast, QRL Financial Services Vice President of Business Development Tom Secor and Vice President Sales Manager James Abegglen describe how their company partners with hundreds of credit unions to ease the increasing demands that technology, compliance, and personnel place on the mortgage process. Credit unions can maintain control of the front end of the mortgage process, ensuring member engagement online or in person.
The primaries for the 2020 presidential elections are just kicking off, but there are already noticeable differences in the way campaigns are being run compared to previous elections, says David Plouffe, president, policy and advocacy at the Chan Zuckerberg Initiative and campaign adviser for President Barack Obama in 2008.
“It’s definitely one of the most unsettled and fluid primaries the Democratic Party’s ever had,” he says. “The general election is also remarkably fluid and hard to predict.”
Plouffe will speak at the 2020 CUNA Governmental Affairs Conference (GAC) Feb. 25 in Washington, D.C.
In this episode of the CUNA News Podcast, Plouffe talks about the 2020 election, how credit unions can prepare for the November election results, his time working in the White House as a senior adviser to President Obama from 2011 to 2013, his role with the Chan Zuckerberg Initiative, and more.
In the workplace and within team environments, organizations should characterize people by who they are rather than what they lack, says author and consultant Marcus Buckingham. That’s where companies will see the greatest return on investment from their employees.
Buckingham will address the 2020 CUNA Governmental Affairs Conference, Feb. 23-27, in Washington, D.C.
In this podcast, Buckingham explains how managers capture “moments of goodness” from their employees and inspire them to greatness.
Work, by its nature, is teamwork, Buckingham says. The challenge for managers is combining everyone’s strengths into a cohesive unit that focuses on one or two outcomes.
“The best team builders are those who figure out how to interlace everyone’s uniqueness,” he says.
During his 10 years on the supervisory committee, Tim Goblirsch has seen the committee’s role change from one that merely took in information to a group that is now focused on enterprise risk management and the issues a growing credit union faces.
“If we’re going to serve members in every area of their financial lives—whether it’s auto, home, or business lending, or an improved digital platform—we have to be stronger and test ourselves in the areas where there are risks,” says Goblirsch, supervisory committee chair at $1.6 billion asset Fort Knox Federal Credit Union in Radcliff, Ky. “We’re growing as an institution, and the committee has had to grow as well. We need to adapt and be nimble to deal with those challenges.”
Goblirsch received the CUNA Supervisory Committee Member of the Year award at the 2019 CUNA Supervisory Committee and Internal Audit Conference in December.
In this episode of the CUNA News Podcast, Goblirsch talks about how the supervisory committee has changed during his tenure, how his day job helps him with his committee role, advice he has for new supervisory committee members, and more.
As a credit union branch manager in the 1990s, Chris Lorence found it frustrating how many members would have payroll deduction through the institution but keep their primary financial relationship elsewhere. They simply didn’t consider the credit union for most loans, investments, and other services.
The same issue remains widespread today, he says. “As long as I’ve been in financial services, there has been the perception that credit unions weren’t for everyone. Consumers who aren’t members hear ‘credit union’ and think ‘car loan’ or ‘I could join one where I used to work.’”
He’s working to change that perception as CUNA’s chief credit union awareness officer. Since June 2019, Lorence has led CUNA’s Awareness Initiative, Open Your Eyes to a Credit Union®, a digital-first marketing campaign that’s raising consumer consideration of credit unions.
In this episode of the CUNA News Podcast, Lorence shares highlights from the initiative’s first year, how research shapes the effort, challenges in raising consumers’ consideration of credit unions, next steps, and more.
CUNA’s 2020 advocacy agenda will tell legislators how credit unions improve financial wellness by supporting financial health, promoting financial security, and enhancing financial inclusion, says Ryan Donovan, CUNA’s chief advocacy officer.
“The CUNA/league system will continue working to revolutionize the operating environment for credit unions by removing barriers, expanding powers, enhancing information security, and preserving the tax status,” he says. “But we’re going to talk about how these efforts will help credit unions solve the financial problems facing millions of Americans.”
He believes this message will resonate with members of Congress, who are concerned primarily about how the policies they propose affect their constituents.
In this episode of the CUNA News Podcast, Donovan shares advocacy highlights from 2019, priorities for 2020, and likely challenges we’ll face along the way.
Every industry is driven by certain leaders who provide direction in both thought and strategy. In the credit union system, one of those leaders is CO-OP Financial Services. The Rancho Cucamonga, Calif.-based technology provider offers credit unions payment solutions and thought leadership that continues to transform the industry.
In this interview, CO-OP President/CEO Todd Clark describes how CO-OP will continue to shape the competitive environment for credit unions in 2020 and beyond.
With more than 5,900 locations, CO-OP’s shared branch network is the second largest network of financial institution branches in the country. The CO-OP ATM network provides nearly 30,000 surcharge-free ATMs in all 50 states and 10 countries. Between its shared branching and ATM networks, CO-OP significantly levels the playing field for credit unions in their competition with banks.
Clark also outlines how his company is helping credit unions move into the digital age.
“Data and fact-based decision-making defines everything we do,” Clark says. “The digital transformation is redefining the member journey. We’re helping credit unions operate from a more digital-based model.”
CO-OP is a CUNA elite associate business member.
Brandon Riechers believes in developing young professionals and getting them involved in all areas of the credit union movement.
“I’ve always been a champion of young professionals,” says Riechers, president/CEO of $2.6 billion asset Royal Credit Union in Eau Claire, Wis. “At Royal, we do what we can to help in the development of future leaders on many fronts.”
Earlier this year, Royal launched the Young Professional Credit Union Activist (YP CU Activist), a program designed to strengthen the credit union movement and amplify the voices of young professionals.
Amanda Farnham, an organizational development advisor, was selected to fill the YP CU Activist role. Her term runs from August 2019 through July 2020. She’ll attend state and national advocacy events and will meet with an advocacy mentor monthly to discuss issues and prepare for upcoming events.
Reichers and Farnham joined the CUNA News Podcast to discuss the program, what Farnham is learning, why it’s important for young professionals to get involved in advocacy, and more.
Kim Ngo and her family truly embody the American Dream.
Her father fled Vietnam in 1986 to escape persecution. And when Ngo joined him in Marin County, Calif., seven years later, she was a 10-year-old who understood no English and little about American culture.
Today, she’s a branch manager at $7.1 billion asset Patelco Credit Union in Pleasanton, Calif., and a 2019 Credit Union Rock Star, sponsored by Fiserv.
In this episode of the CUNA News Podcast, Ngo discusses her path to Patelco, her approach to leadership, her love of volunteering, and more.
Efficiency is a hallmark of a well-run organization. For credit unions, compliance is one of the biggest obstacles to efficient operations.
As a loan subservicer, Midwest Loan Services offers credit unions a path to improved efficiency, not just with compliance but through the entire loan servicing process, says Peter Sorce, president/CEO of Midwest Loan Services.
In this episode of the CUNA News Podcast, sponsored by Midwest Loan Services, Sorce explains what mortgage subservicing is and how it can benefit credit unions. He also details what to look for in a subservicer, the regulatory challenges related to mortgages, and this year’s mortgage outlook.
This week's episode features highlights from the 25th annual CUNA Lending Council Conference in New Orleans.
Roundtable participants discuss lending’s past, its future, and both the challenges and positive outcomes taking place today.
Among the guests are:
- Bill Vogeney, chief revenue officer, Ent Credit Union, Colorado Springs, Colo., and recipient of the CUNA Lending Council’s 2019 Phil Greer Lifetime Achievement Award.
- John Listak, manager, lending systems, Alliant Credit Union, Chicago, and recipient of the CUNA Lending Council’s Rising Star Award.
- Fawn Terwilliger, senior vice president and chief lending officer, Service Credit Union, Portsmouth, N.H.
- Bruce Taylor, vice president of consumer lending, Collins Community Credit Union, Cedar Rapids, Iowa.
- Tracy Ashfield, president, Ashfield Associates.
- Dan Picard, vice president of consumer lending and collections, Hanscom Federal Credit Union, Hanscom Air Force Base, Mass.
- Steve Quigley, vice president of business development, GreenState Credit Union, North Liberty, Iowa.
When Marc Schaefer steps down as CEO of Truliant Federal Credit Union at the end of 2019, he doesn’t want the focus to be on what he did as an individual.
Instead, he wants people to remember what the $2.6 billion asset credit union in Winston-Salem, N.C., did for its members.
“It’s about the member,” Schaefer tells the CUNA News Podcast. “We improved a ton of peoples’ lives over the 25 years I was CEO. Just think of all of the car loans to help people get to work and home loans to help people build wealth and have a place to live. Everything we’ve done, we’ve done to improve members’ lives.”
Schaefer also talks about his upcoming retirement, what’s changed during his 25 years of leading the credit union, his advocacy efforts, and more.
The payments landscape is constantly changing and credit unions must adapt with new technology so they can continue meeting members’ needs and expectations.
“Credit unions need their payments products to be top of wallet and everybody wants to have a great user experience for members,” Libby Calderone, president/COO of LSC, says in this episode of the CUNA News Podcast. “Our challenge is to work with our clients to make sure their products are what their members deserve.”
In this episode of the CUNA News Podcast, sponsored by LSC, Calderone and Tom Kane, president/CEO of the Illinois Credit Union League, talk about bank attacks, the changing payments environment, credit union awareness, and more.
The foray into solar lending at UMassFive College Federal Credit Union began with a desire to create a new loan product and simple Google search on “solar energy.”
“If you want to grow at a pace that's a little better than average, you need to look for new opportunities,” says Rich Kump, CEO of the $500 million asset credit union in Hadley, Mass. “I had been keeping my eye on solar for about five years before we really got serious about it.”
Kump; Scott Pellegrini, associate vice president of consumer lending at $2.7 billion asset Provident Credit Union in Redwood City, Calif.; and Paul Schwabe, finance analysis team lead at the National Renewable Energy Laboratory (NREL), a U.S Department of Energy (DOE) laboratory that focuses on finding solutions to energy challenges; joined the CUNA News Podcast to discuss solar loan programs, the demand for these types of loans, what the future holds for solar lending programs, and more.
The views expressed in this podcast do not necessarily represent the views of the DOE or the U.S. government.
For Steve Timmons, tackling a fraud incident involves not only resolving the issue for the member, but also determining how the incident occurred and how to prevent it from happening again.
“We analyze each situation to see if we could have done something differently or put something in place that can assist us in getting the money back quickly,” says Timmons, fraud coordinator at $778 million asset VSECU in Montpelier, Vt. “In any instance involving fraud, you have to react quickly or the money will be gone.”
That quick, detailed response often leaves members grateful.
“You can tell from a voice over the phone how appreciative folks are when you save them from what could be, in some instances, a substantial loss,” he says.
Timmons, who was named a 2019 Credit Union Rock Star by Credit Union Magazine in a special issue sponsored by Fiserv, joined the CUNA News Podcast to talk about fraud resolution, top fraud threats, fraud education, and more.
The co-located 2019 CUNA Technology Council and Operations & Member Experience Council Conferences in Chicago featured many highlights, including a preconference Security Summit and high-level sessions for technology and operations leaders.
Nearly 100 technology leaders took part in the 6th annual Security Summit, where much of the discussion centered on internal controls, access management, effective reporting, security breaches, and securing applications in the cloud.
Plus, the event featured multiple award-winning efforts to improve sales and service, recognize staff, enhance digital services, and more.
This episode of the CUNA News Podcast features discussions with:
- Mark Reed, senior vice president, technology, for American Airlines Credit Union
- Bill Podborny, chief information systems officer, Alliant Credit Union.
- Tom Lea, vice president, information technology
- Pete Sedgwick, chief information officer, Deere Employees Credit Union.
- Shay Gilstrap, vice president of human resources at One Detroit Credit Union.
- Tyler Dowd, director of member relations for BCU.
- Ryan Brooks, director of digital lending WSECU.
- Donald Blair Elzinga, senior software developer at OCCU.
Cindy Olson has seen the best of times and worst of times a company can experience.
As a top executive at a Fortune 7 firm during the late ‘90s, she pioneered the use of technology in finding, developing, and keeping top talent.
But within a few years, she feared going to prison in the wake of a high-profile scandal that left the organization bankrupt, executives jailed, and thousands of employees without jobs or pensions.
The company? Enron.
In this episode of the CUNA News Podcast, sponsored by LSC, Olson explains why she blames a toxic culture for Enron’s demise—and warns the same fate may await those who stray from their values.
She also shares some early signs your corporate culture may be in trouble, the components of a healthy culture, and more.
Your culture is the pulse of everything your organization does. It represents the way employees work to produce a product or service.
“Culture eats strategy every time—for breakfast, lunch, and dinner—and culture is the pulse of what the organization is doing,” says Dr. Troy Hall, chief strategy officer for $1.8 billion asset South Carolina Federal Credit Union in North Charleston. “Culture is the lifeblood of the organization. The people are the lifeblood.”
But culture is more than just the rituals, stories, customs, and traditions, Hall says. While those are parts of a culture, a “cohesion culture” is one where you create an environment of belonging where individuals feel valued because they have purpose, and where your organization remains committed to employees.
Organizations that have this type of culture in place will have employees who work together cohesively and, as a result, perform better.
Ray Lancaster began his career as a credit union volunteer. But looking back it seems inevitable Lancaster would become a credit union CEO one day.
Lancaster embodies the credit union spirit. As CEO of $167 million asset Pyramid Federal Credit Union in Tucson, Ariz., he’s always looking for a way to help others.
One of his greatest inspirations was the National Credit Union Foundation’s Development Education (DE) Program. It was during the Foundation’s DE training in 2014 that Lancaster realized how many Americans are one misstep away from financial disaster.
“The DE program just resonated in my heart,” Lancaster says in this episode of the CUNA News Podcast. “It just provided me with a higher realization of why we're here and the meaning of credit union life: how we should be the best deal for our members.”
That epiphany served as the catalyst for many of the programs that are in place at Pyramid Federal today. In a true reflection of Lancaster’s leadership, there’s not a level of the credit union that doesn’t in some way better people’s lives.
Lancaster was named a 2019 Credit Union Rock Star by Credit Union Magazine.
Andrea Parrish jokes that her drug of choice of public speaking. She loves an audience.
As digital brand manager at $3 billion STCU in Spokane, Wash., her audience is a membership of 195,000. Her success in connecting with that audience—and beyond—earned her 2019 Credit Union Rock Star status from Credit Union Magazine.
Parrish loves to share her knowledge. CUNA Director of Blended Learning Ariel Bilskey describes Parrish as “my personal rock star” for the assistance she’s provided with the CUNA Digital Marketing School as a speaker and content provider.
Parrish believes in the power of social media, not simply as a marketing tool but also for its ability to connect people and start meaningful conversations. She also believes in the power of questions to start those conversations.
The African-American Credit Union Coalition (AACUC) wants to be considered a preferred diversity, equity, and inclusion partner for the credit union system, says Adrian Johnson, chief financial officer at $1.2 billion asset MECU Credit Union in Baltimore and AACUC chairman.
In this episode of the CUNA News Podcast, recorded during AACUC’s 21st annual conference in Charlotte, N.C., Johnson discusses the organization’s unique role within the credit union system, opportunities that await AACUC, and his experiences at MECU.
Plus, Adrian’s wife, Zelda, shares the story of a health scare she experienced in 2017, and how that event changed her and Adrian’s lives.
During a recent CUNA News Podcast interview at the 2019 African-American Credit Union Coalition Conference in Charlotte, N.C., NCUA Chairman Rodney Hood discussed the need for financial inclusion, small credit unions, easing credit unions’ regulatory burden, innovation, fintechs, and more.
President Donald Trump nominated Hood for the NCUA Board on Jan. 19, 2019. After confirmation, he took the oath of office on April 8, 2019, and President Trump designated him as the agency’s 11th chairman.
Hood previously served on the NCUA Board from November 2005 until August 2009.
Faced with the changing demographics of a community coupled with a struggle to repay borrowed secondary capital from the U.S. Treasury, leadership at North Side Community Federal Credit Union knew a merger was in their future.
But they wanted to make sure the merger took place on their own terms.
“We felt our legacy was really important and we didn’t want to see that go away,” says Sarah Marshall, former CEO of the $9 million asset credit union. “We wanted to make sure we were proactive and had room to leverage everything we built.”
Marshall discusses North Side Community Federal Credit Union’s recent merger with Great Lakes Credit Union, what it means for the former credit union’s members, organizational culture, how to navigate change, and more in this episode of the CUNA News Podcast.
Young professionals (YP) realize their role entails more than just their daily credit union duties.
And they know the movement’s future depends on their involvement in advocacy.
“There’s been a massive influx of interest and energy from YPs the last few years,” says Adam Engelman, CUNA’s director of federal grassroots advocacy. “They embody the credit union movement in the sense that they’re passionate about giving back to their communities. They see the good work credit unions are doing in their communities.”
Many YPs are advocating by meeting with elected officials, attending national conferences, participating in advocacy training events, and telling their stories through letters.
“Regardless of what your title is within the credit union,” Engelman says, “you should reserve some time to care about advocacy and to advocate on behalf of the credit union movement.”
Engelman explains why young professionals get involved in advocacy, how they’re advocating, and more in this episode of the CUNA News Podcast.
Creating a high-performing team requires, as Tracy Nelson puts it, getting the right people on the bus.
That means finding those who not only have the right skills and knowledge, but who fit your credit union’s culture, says Nelson, vice president of learning and development, Center for Professional and Executive Development, at the University of Wisconsin School of Business.
“Having the right culture where people feel safe, have strong relationships, and are comfortable having open, honest conversations and challenging each other's ideas creates a high-performing team that's focused on results,” she says.
In this episode of the CUNA News Podcast, Nelson looks at some common elements of high-performing teams, the importance of coaching, and where teams can fall short.
She addressed CUNA Management School in Madison, Wis.
The route John DiJulius took to become an authority on world-class service began in the least likely of places: a small hair salon in Cleveland.
Due to his obsession with the customer experience, the establishment quickly expanded to multiple locations, becoming one of America’s top 20 salons.
Today, companies such as Ritz-Carlton, Lexus, and Starbucks come to him for insights on improving the customer experience.
In this episode of the CUNA News Podcast, DiJulius explains how the right member experience can create a competitive advantage and how to connect with people in an increasingly digital world.
He also provides insights from his new book, “The Relationship Economy.”
DiJulius will address the 2019 CUNA CEO Council Conference Sept. 23-25 in Coronado, Calif.
Advancing diversity, equity and inclusion (DEI) is a top priority of CUNA leadership and its member credit unions.
Earlier this year, former CUNA Board Chairman Maurice Smith, president/CEO of $2 billion asset Local Government Federal Credit Union in Raleigh, N.C., proposed adding diversity and inclusion as an eighth cooperative principle.
Smith leads a Diversity and Inclusion Ad Hoc Working Group of credit union leaders tasked with taking an honest look at the credit union movement through this lens.
In this episode of the CUNA News Podcast, we talk to CUNA Board Member Teresa Freeborn, president/CEO of $891 million asset Xceed Financial Credit Union in El Segundo, Calif., and three of the credit union’s board members: Mark Cunningham, Roni Crichton, and Judy Novak. They share their views on the board’s role in fostering DEI and how DEI can strengthen the credit union movement’s competitive position and social currency.
The future of credit unions “will surely depend” on diversity, Freeborn says, using statistics to back up that assessment.
“Diversity is no longer a nice thing to do at some other time, but a business imperative.”
In 2004, leaders of New Light Christian Church in Houston asked Harlene Johnson, a former banker who'd recently moved to the city from Louisiana, to lead the formation of a faith-based credit union.
She proved to be more than qualified for the responsibility.
Johnson’s banking background—and determination—allowed the credit union to navigate the chartering process. But from the beginning she was struck by credit unions' people-helping-people philosophy.
Under her leadership, Light Commerce Credit Union has emerged as a beacon in her local community, offering products and services that enable members to reach the economic mainstream.
Through Johnson's tireless efforts as CEO, Light Commerce merges faith, financial services, and social responsibility.
“I love to share the knowledge and the blessings I have with others,” she says. “Being a part of a wonderful church that helps people not just spiritually but in all areas of their lives has provided me with the freedom to pursue that passion and make a difference in the community.”
The readers of Credit Union Magazine named Johnson the 2019 Credit Union Hero of the Year.
A brand refresh involves much more than changing your logo or adding billboards.
“That’s literally the last thing you do, and it takes the least amount of time,” says Anne Norman, senior vice president and chief marketing officer at UW Credit Union in Madison, Wis. “The research, strategic choices, and internal executive team alignment are the most crucial and most time consuming to set yourself up to do the fun, sexy stuff everybody gets to see.”
The $2.8 billion asset credit union recently unveiled a new brand identity and tagline, “Here For Every You,” built around supporting members at every step of their life’s journey, Norman says.
“You can’t get to the point with a creative agency where you’re talking about things like color, type face, and iconography if you don’t have a clear, solid foundation of what you are and who you’re serving,” she says.
In this episode of the CUNA News Podcast, recorded at Bloom Bake Shop in Madison, Wis., Norman talks about UW Credit Union’s brand refresh, advice she offers other credit unions considering this undertaking, her leadership style, and more.
Rachel Scheuerman, director of engagement solutions for Harland Clarke, takes substantial pride in developing relationships as part of her everyday work.
In this CUNA News Podcast episode, sponsored by Harland Clarke, she discusses customer engagement as a competitive advantage. In the face of increased competition and commoditization driven by rock-bottom pricing, customer engagement is now table stakes for credit union success.
Customer engagement is the new branding, Scheuerman says. Consumers today want more than a one-off transaction.
Instead, they seek relationships that add value to the consumer experience. Frequently cited examples include Amazon and Zappos.
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“Credit unions have a big story to tell,” Scheuerman says. But getting started on the consumer engagement journey can be overwhelming.
She advises credit unions to start with their own culture and then work on building relationships with members.
This requires living and breathing member engagement it in every aspect of your business, including employees, members, and the community at large, Scheuerman says. “It's about collectively agreeing on the definition of engagement and what it means to you. Don't over-complicate things.”
Be a sponge. Have a sense of humor. Appreciate and develop your staff. Never stop learning. Network with peers.
All great advice from chief financial officers (CFOs) who’ve served the credit union movement for 25 years or more.
This episode of the CUNA News Podcast—recorded during the 2019 CUNA Finance Council Conference in New York City—features five long-time finance leaders who discuss the changing role of CFOs, advice they’d offer new finance leaders, and more.
The CUNA Finance Council celebrated its 25th anniversary this year.
These leaders are:
- Alan Wade, CFO of Member One Federal Credit Union, Roanoke, Va.
- Kerry Parker, CEO of A+ Federal Credit Union in Austin, Texas
- Mike Lord, president/CEO of SECU in Raleigh, N.C.
- Vince Market, CFO of TruMark Financial Credit Union in Fort Washington, Pa.
- Pam Finch, former credit union CFO and strategic consultant and owner of Red Ribbon Consulting.
On April 14, 2018, the island of Kauai in Hawaii was deluged with a historic rain storm.
As with all natural disasters, basic daily needs such as food and clean water were suddenly at a premium. Kauai Government Employees Federal Credit Union, under the leadership of CEO Monica Belz, was at the forefront of recovery efforts on the island.
Belz even delivered supplies to members via jet ski.
“We got the board of directors together and asked, ‘What is our role as a credit union? What can we do?’" she tells the CUNA News Podcast. “I put my laptop and other supplies in a dry bag and jet skied, boated, and swam to the most remote region.”
As you will learn in this podcast, sponsored by Harland Clarke, Belz is uniquely suited for an emergency response. But her leadership qualities extend far beyond natural disasters.
As a millennial CEO, Belz has a wide range of international business and community-building experience as well as a fearless spirit that make her the kind of leader who can help credit unions shape their future in a global marketplace.
Chief financial officers (CFO) are no longer solely number crunchers. Instead, they’re increasingly being asked to get more involved in the credit union’s strategic mission.
“It helps us think a little bit differently about the kind of work we do and to be more focused on big picture work,” says Brandon Smith, CFO at $131 million asset Reliant Federal Credit Union in Casper, Wyo. “We’re naturally pretty good at detail and digging into the weeds, but when you have to think about things in bigger terms, I think that’s good for us.”
Having these “heavy thinkers” involved in strategy discussions benefits the credit union, Smith says. CFOs who think creatively and innovatively can also perform further research and analyze data that impacts the strategies being discussed.
“It puts some meat and teeth into a lot of the discussions,” says Smith, a member of the CUNA Finance Council Executive Committee. “We should think big, but it’s great to go back and qualify it or try to figure out how to make real plans.”
Smith talks about the changing role of the CFO, how CFOs use data, the issues CFOs are paying attention, and more in this episode of the CUNA News Podcast.
You’re having a bad day. That could affect the interactions you have with your colleagues.
But if you understand your emotions and how they impact you, it might allow you to turn unpleasant interactions with others into something positive.
“Emotional intelligence is a critical component to leadership development. It’s about self-awareness and self-management,” says Brandi Stankovic, chief marketing officer at CU Solutions Group. “Strong leaders recognize the impact emotional intelligence has on their own communication and social capacity. And our ability to manage and recognize our own emotions helps us better facilitate and empower the emotions of other people.”
Knowing your emotions, the triggers that activate those emotions, and how those emotions affect your communication with others and decision-making process is key.
“I like to look at all of these pieces as awareness and an opportunity to make decisions and move forward,” Stankovic says. “If we can move our emotions from the unconscious to the conscious, we can do something about them or choose to have them be a part of who we are.”
Stankovic talks about emotional and gender intelligence, how to improve your emotional intelligence, the benefits of being aware of your emotions, and more in this episode of the CUNA News Podcast.
Jason Lindstrom has a message for all credit union marketers who want to be CEO: He’s living proof it can be done.
Lindstrom started as a part-time teller during college and took on a variety of marketing, business development, and operational roles before becoming CEO at $293 million asset Evergreen Credit Union in Portland, Maine.
Key to his progression was taking on responsibilities outside of his marketing duties and gaining experience through industry groups such as the CUNA Marketing & Business Development Council, where he serves as chair of the executive committee.
“The biggest thing for me was getting involved in other areas along the way,” Lindstrom says. “It was a combination of credit union and credit union movement experiences. If you want to advance, don’t just stay behind your desk.”
In this episode of the CUNA News Podcast, Lindstrom describes his progression to the CEO role, offers advice on how others can navigate that path, and explains his goals for the CUNA Marketing & Business Development Council.
President/CEO Mike Lee explains how KCT goes the extra mile to reduce members’ debt burden.
President/CEO Mike Lee explains how KCT goes the extra mile to reduce members’ debt burden.
When Washington state legalized the use of marijuana in 2014, O Bee Credit Union in Tumwater, Wash., initially decided not to serve marijuana-related businesses.
But when members started asking for cannabis banking services, O Bee changed course and introduced deposit accounts, debit cards, and some other services for these organizations. The credit union’s rationale: We serve the member, not the business.
In this episode of the CUNA News Podcast, recorded at the 2019 CUNA Governmental Affairs Conference, Collins explains the risks and challenges involved with cannabis banking, some of the operational pain points, and a few surprises that arose along the way.
In this episode of the CUNA News podcast, Crystal Long and Diana Dykstra, winners of the National Credit Union Foundation’s Herb Wegner Memorial Award for Individual Achievement, share their feelings on winning the award and the paths they followed to earn them such a distinguished honor.
Crystal Long is president/CEO of GECU in El Paso, Texas. Under her leadership, GECU has made a commitment to community development and enabled many El Paso residents achieve economic prosperity.
She is also a dedicated advocate for the credit union movement who puts her staff and members first. Long started her career with GECU as a file clerk at age 19.
Among her accomplishments, Long spearheaded the award-winning GECU Neighborhood Branch™ expansion strategy to serve members via personal teller machines (PTMs) and on-site loan officers in areas where financial services options are limited. Not only are the branches in more convenient locations for members to access, the PTMs allow for extended hours of operation.
GECU financial coaches also provide free and personalized counseling, financial education seminars, and financial literacy training to thousands of members each year. And it has launched initiatives such as the Volunteer Income Tax Assistance (VITA) Program, which helps local families file their taxes for free and keep their entire refund.
Diana Dykstra is president/CEO of the California and Nevada Credit Union Leagues. Throughout her career, Diana has dedicated herself to creating innovative partnerships that change both the competitive landscape and the lives of others.
Dykstra has been involved in several pioneering projects that continue to reverberate throughout the credit union industry. As senior vice president at Golden 1 Credit Union, Dykstra led her team to develop the prototype of the CU Direct Lending program in 1992. For more than 20, CU Direct has been a lending technology leader, helping credit unions fund $211 billion in loans.
In 2014, Dykstra was instrumental in launching the California and Nevada Credit Union Leagues Financial Capability Initiative—powered by EverFi—which provides innovative online financial literacy programs to drive large-scale change at credit unions and the increase financial capability of their members.
The Foundation also honored Nusenda Credit Union Foundation with an Outstanding Organization Award for its innovation and cooperative leadership in creating their Co-op Capital Program, uplifting the Albuquerque community.
And it recognized Brett Martinez, president/CEO of Redwood Credit Union and CUNA chair, with an Anchor Award for his exemplary leadership during the 2017 California Wildfires.
CUNA News staff talk with credit union leaders, exhibitors while at the CUNA Governmental Affairs Conference.
These four credit union leaders exemplify credit unions’ people-helping-people philosophy.
CUNA Chairman Maurice Smith believes credit unions should extend themselves beyond financial inclusion.
While social media opens many doors, it can also raise serious compliance hurdles.
In this episode of the CUNA News Podcast, Kristen Tatlock, senior compliance manager for Credit Union Service Network, looks at common mistakes credit unions make when using social media, how social media risks are evolving, and some social media do’s and don’ts.
As CUNA’s Chief Advocacy Officer Ryan Donovan tells it, advocacy is a process.
Donovan says 2018’s advocacy results validated CUNA's 360-degree advocacy approach—a grassroots strategy that fosters engagement from system players at all levels from every direction.
In 2019, America’s credit unions will build on a process that brought them nearly unprecedented success in 2018. CUNA stood tall for America’s credit unions in 2018 with the passage of S. 2155, the Economic Growth, Regulatory Relief and Consumer Protection Act, as the year’s advocacy highlight.
In this episode of the CUNA News Podcast, Ryan outlines CUNA’s advocacy priorities for working with Congress, NCUA, and the Consumer Financial Protection Bureau, as well as advocacy efforts at the state level.
The Emerging Leader Award winner says participation, networking, and professional development build leadership skills.
While Michelle Dwyer says she “fell into her job” at $63 million asset Franklin First Federal Credit Union in Greenfield, Mass., there’s more to it than that.
Dwyer started as a temporary teller in 2006, and by 2016 she’d ascended to CEO.
“From the beginning the job here just fit,” says Dwyer, referring to her lifelong orientation toward community service.
She has broadened community awareness of Franklin First by participating in various community activities such as Rotary Club, the 100 Who Care Franklin County group, and the Franklin County Regional Dog Shelter.
As fintechs continue to increase their presence in the financial services industry, credit unions must decide to either form partnerships with these potential disruptors or compete against them.
The first step in making this decision is to identify your niche—what you’re good at—and determining where to go from there, says Jeremy Pinard, vice president of consumer lending at $10.6 billion asset Alliant Credit Union in Chicago.
“Credit unions have to get comfortable finding that niche and understanding they can’t be everything to all members,” Pinard tells the CUNA News Podcast.
Discovering that niche might mean changing the products and services your credit union offers, partnering with a fintech company that excels in that area, or opting not to offer that product or service.
“You go where you can play and compete,” he says.
Mortgage subservicing can save money and create efficiencies, says Midwest Loan Services’ Peter Sorce.
Catering to members who log long hours in trucks traveling across the country, Sharmon Lenth, president/CEO of $20 million asset Coast2Coast Financial Credit Union in Tampa, Fla., understands members must be able to access their accounts from anywhere at any time.
Todd Clark, president/CEO of CO-OP Financial Services, discusses the future of cybersecurity at credit unions and CO-OP’s new COOPER platform which is designed to detect and fight fraud. COOPER uses machine learning and artificial intelligence technology.
Royce Ngiam, VP of marketing at Partners Federal Credit Union in Burbank, Calif., embraces the magical world of Partner’s single sponsor, The Walt Disney Co. Ngiam was named a 2018 Credit Union Rock Star by Credit Union Magazine.
Kyrah Klika’s family went through financial hardships when she was in high school and she later struggled to work her way through college. Now, the Chippewa Falls Vice President at WESTconsin CU is working to help those who face similar challenges.
Before Jennifer Borowy became president/CEO of Buckeye State Credit Union in 2016, it had lost $3.5 million in three years and its net worth had dipped 6%. Borowy helped lead an impressive turnaround.
With instant issuance, credit unions can get fully personalized debit and credit cards into member hands during a branch visit, explains Rob Dixon, Card@Once® product manager at CPI Card Group.
John Best, Best Innovation Group, Glen Sarvady, 154 Advisors, and Lance Noggle, CUNA, discuss recent developments in the fintech and financial services space.
Anne Legg, director of Market/Client Strategy with AdvantEdge Analytics, discusses data analytics and credit unions.
Royal CU CTO Pete Nohelty ‘peers around the corner’ to see where blockchain technology is heading and how it will impact credit unions.
Adam Engelman, CUNA’s director of federal grassroots and programs, works on the organization’s Membership Activation Program, engaging credit union members in advocacy. He’s also been pivotal in launching CUNA’s advocacy training for young professionals.
John Cassidy is president/CEO of Sierra Central Credit Union, headquartered in Yuba City, Calif. Sierra Central has three branch offices in the Redding, Calif. area, right in the heart of one of the areas affected by the California wildfires.
World-renowned business advisor, author, and speaker Ram Charan has spent the past 35 years working with many top companies, CEOs, and boards. He will keynote at the 2018 CUNA CEO Council Conference.
Best selling author and digital leadership expert Erik Qualman will deliver a keynote speech at the 2018 CUNA CEO Conference in October. His most recent best seller is “Socialnomics: How Social Media Transforms the Way We Live and Do Business.”
In the age of an information revolution, credit unions need to adopt a data strategy that will allow them to gain a better understanding of their members before they make decisions, says Tom Kane, president/CEO of the Illinois Credit Union League and LSC.
Jared Ihrig, CUNA’s chief compliance officer, offers insight on compliance and advice on resources CUNA offers to help members gain the knowledge they need to safely and soundly lead their credit union.
If you want to drive change at your credit union, think culture first and strategy second. That’s one lesson Nicholas Mathiowetz has learned since becoming CEO four years ago at NorthRidge Community Credit Union in Hoyt Lakes, Minn.
CUNA’s Chief Advocacy Officer Ryan Donovan shares the story behind the advocacy and passage of the Economic Growth, Regulatory Relief and Consumer Protection Act (S. 2155).
Stephanie Smith, executive director for America’s Credit Union Museum in Manchester, N.H., discusses the museum’s new era following a $3.3 million campaign to renovate, add new exhibits, and digitize documents.
Credit Union Magazine honored Tom McWilliams, senior vice president of the Mississippi Credit Union Association, as the 2018 Credit Union Hero of the Year. McWilliams specializes in creating training programs that leave attendees with ‘wow’ experiences.
Having women in leadership roles isn’t just the right thing to do. It’s good for the bottom line, says Jeffery Halter, author and former director of diversity strategy for Coca-Cola. He helps companies create plans to advance women in the workplace.
Bill Raker, the president and CEO of Firefly Credit Union in Burnsville, Minn., discusses his long association with the credit union movement, some of the highlights of his career, and offers advice for the next generation of leaders.
Tyler Valentine took over the CEO position at Laramie (Wyo.) Plains Federal Credit Union when he was 25. He discusses how he learned to be a leader, tips he wished he knew before taking on the CEO role, and his advice for young professionals.
Trellance’s President/CEO Tom Davis and Senior Vice President of Managed Services Bill Lehman discuss how the credit union service organization provides guidance and solutions to help credit unions grow.
Jonathan Mildenhall, an internationally renowned thought leader in the worlds of business strategy and creative excellence, has defined his career connecting brands like Coca-Cola and Airbnb to social purpose.
As a talent agent with elite firms, Daniel Learner had intimate access to the lives, practices, and experiences of world-class talent in some of the most competitive fields on the planet. He focuses on the role happiness plays in success.
From imprisoned drug dealer to award-winning celebrity chef and best-selling author, Jeff Henderson is a role model for anyone seeking to reinvent their life. Since discovering his passion for cooking in prison, Henderson turned his life around, and today serves as a powerful voice for self-transformation.
Whitney Johnson is recognized as one of the world’s most influential management thinkers. Her book, “Build an ‘A’-Team: Play To Their Strengths and Lead Them Up the Learning Curve” focuses on teams and disruption. She will keynote at ACUC.
Jen Groover was called a “One-Woman Brand” by SUCCESS MAGAZINE and a “Creativity and Innovation Guru” by Entrepreneur Magazine. Groover focuses on innovation, entrepreneurship, and transformation. She recently spoke at the CUNA HROD Council Conference.
Pamela Green is the President/CEO of The HR Coaching and Career Institute, Inc. Green explores the the topic of collaborative leadership and how collaboration can lead to improved organizational performance and career success.
STCU’s Digital Marketing Specialist Andrea Parrish discusses managing social media for credit unions and how to handle negative comments online.
Having an inquisitive nature has served Steve Langley and his credit unions well. Asking “Why do we do that?” has prompted organizational changes and strategic shifts that produce bottom-line results at Schools Financial Credit Union.
James Davidson is the financial literacy program manager at Financial Center First Credit Union in Indianapolis. Davidson was named a Credit Union Rock Star by Credit Union Magazine in a special edition of the publication sponsored by Fiserv.
As President of Rising Above Enterprises, Jeff Rendel works with financial services providers that want entrepreneurial results in sales, service, and strategy. Each year, he addresses and facilitates for nearly 100 financial institutions and their partners.
Eric Day and Brad Douglas provide insights on the CUNA Volunteer Leadership Committee’s new initiative that will provide directors and committee members the education and tools to effectively express the credit union message to legislators.
The road to a better brand is filled with potholes, and Mark Arnold has made a career of guiding credit unions to their destination unscathed. A decorated marketer turned consultant, he discusses the alignment of branding, planning, and marketing.
To best serve members, you need to understand how they feel about their financial well-being, says Peninsula Community Federal Credit Union CEO Jim Morrell. All the staff at his credit union become certified as a community development financial counselor.
Antonio Neves, is a millennial workplace speaker, author and journalist. He will be master of ceremonies for CUNA’s 2018 Governmental Affairs Conference in Washington, D.C.
If you watch any of the major political shows on network television, chances are you’ve seen Amy Walter. The GAC keynoter assesses the polarization of politics and the issues that will affect this year’s midterm elections.
The best way to get the word out about your brand is to blow the socks off your existing members, says unconventional marketing expert Scott Stratten. The GAC keynoter urges credit unions to turn “static” members into “ecstatic” members.
Today’s pollsters dig deeper than asking singular questions—they mine data to better understand consumers in both politics and business. CUNA GAC keynoter Kristen Soltis Anderson is particularly interested in exploring millennials’ societal impact.
In 2011, the N.Y. Giants turned around their season and won an NFL title after hearing Gian Paul Gonzalez’s inspirational call to go “All In.” Gonzalez, a motivational speaker and community organizer, will speak at CUNA’s Governmental Affairs Conference.
CEO Jose Garcia explains how Northwest Community Credit Union has expanded its membership by opening a student-run branch on a college campus and forging a relationship with Special Olympics of Illinois.
Does what I’m doing really matter? Do I make a difference? Credit unions have a responsibility to make those questions easy for their employees to answer, says Andy Janning, author of the new book “Heroes, Villains, and Old Drunk Men.”
John Ainsworth is president/CEO of CULedger, a credit union industry initiative for developing innovative applications of distributed ledger technology. He discusses how his work as well as his professional and personal background.
Andrew Downin is passionate about uncovering insights into the minds of consumers and the world of credit unions. He is the managing director of research for the Filene Research Institute.
Andrew Downin is passionate about uncovering insights into the minds of consumers and the world of credit unions. He is the managing director of research for the Filene Research Institute.
Shayna Ferguson is the manager of the Lakota Federal Credit Union on South Dakota’s sprawling Pine Ridge Indian Reservation. Ferguson was named a 2017 Credit Union Rock Star by Credit Union Magazine in a special issue sponsored by Fiserv.
Mark Meyer is the CEO of the credit union think tank the Filene Research Institute. Meyer, is an internationally recognized consumer finance expert that has been published in dozens of publications and lectured in a variety of settings.
Rachel Guyselman, VP of operations at $73 million asset Tongass Federal Credit Union in Ketchikan, Alaska, is the first recipient of the CUNA Emerging Leader Award.
PenFed Credit Union President/CEO James Schenck recently made a trip to Puerto Rico to check on the credit union’s three branches and 49 employees following hurricane damage.
Ken Levey, vice president for Kaufman Hall, focuses on the firm’s Axiom Financial Institutions Software products for banks and credit unions. He discusses the importance of reporting and analytics.
Jessica Oliver, director of financial outreach at Pelican State Credit Union, will be speaking at the upcoming CUNA Lending Council Conference. Her breakout session is titled “Creating Qualified Borrowers Through Financial Education and Outreach.”
Chuck Adcock, EVP at FSU Credit Union, led efforts to establish a financial opportunity center in an economically challenged neighborhood, helped established a CUSO called iDriveLending, and is a guest lecturer on financial literacy.
Randy Harrington is the CEO of Extreme Arts & Sciences, which serves global high-tech firms with executive planning and communications support. He also is CEO of Strategic Arts and Sciences, which serves financial, health, and public agencies.
James Davidson is the financial literacy program manager at Financial Center First Credit Union in Indianapolis. Davidson was named a Credit Union Rock Star by Credit Union Magazine in a special edition of the publication sponsored by Fiserv.
Shalonda Dawkins is senior vice president and chief operations officer at United Community Credit Union in Galena Park, Texas. Her leadership and networking skills earned Dawkins the honor of being named a Credit Union Rock Star by Credit Union Magazine.
When Bruce Foulke became CEO of American Heritage Federal Credit Union 38 years ago, it had one office and $4 million in assets. Now, it boasts 33 offices and $2 billion in assets. Foulke also founded one of the first credit union charitable foundations.
Stephanie Sievers, CEO of ANECA Federal Credit Union has made a name for herself working at small credit unions and being active in the movement. She’s a member of CUNA’s Board of Directors and Chair of CUNA’s Small Credit Union Committee.
Financial Partners Credit Union President/CEO Nader Moghaddam discusses the importance of alignment. The former banker is immersed in many aspects of credit unions, serving in leadership roles for the CUNA Councils, leagues, and other organizations.
In the midst of a crisis, one of the most important skills to have is the ability to make a decision, says Donna Tona, a disaster management expert. Tona is the vice president of client experience at Werkz, Inc.
Cybersecurity threats aren’t going away—they’re only getting worse. Credit unions need to update their security policies and procedures regularly because the threat landscape is always changing says Jim Stickley, CEO of Stickley on Security.
Don’t shy away from having conversations about differences in generations in your workplace out of fear of stereotyping or placing an employee into a general category, says Sarah Gibson, an author, speaker and generations expert.
FranklinCovey’s Jeff Downs’ background includes national sales and training engagements. He works with organizations and individuals to execute on their most important goals. He will keynote the CUNA CEO Council Conference.
Sam Mallikarjunan, an executive strategist at HubSpot, is a developer and marketer of software products for inbound marketing and sales. He teaches advanced digital marketing at the Harvard Division of Continuing education.
As President of Rising Above Enterprises, Jeff Rendel works with financial services providers that want entrepreneurial results in sales, service, and strategy. Each year, he addresses and facilitates for nearly 100 financial institutions and their partners.
Thought leader, author, and entrepreneur Andre Taylor of Taylor Insight Worldwide, has more than 35 years managing, growing and advising businesses. He spoke at CUNA Marketing and Business Development Council Conference earlier this year.
Jason Dorsey is a go-to generational expert and researcher and a frequent speaker at credit union conferences in recent years. He is the president and co-founder of The Center for Generational Kinetics and the author of Y Size Your Business.
After a Woman’s Leadership Workshop at CUNA’s America’s Credit Union Conference earlier this Summer, Brandi Stankovic of Mitchell Stankovic and Associates and Stacey Hanke of Stacey Hanke Inc. discuss tips for aspiring women leaders in credit unions.
West Community Credit Union President/CEO Jason Peach discusses the process of becoming the leader of a credit union and making the transition from CFO. Peach has worked in the industry for more than two decades in various roles.
PenFed President/CEO James Schenck was named Credit Union Magazine’s 2017 Credit Union Hero of the Year. Sponsored by CSCU, the award recognizes those for their service, advocacy, and commitment to credit union ideals.
Andrew Downin is passionate about uncovering insights into the minds of consumers and the world of credit unions. He is the managing director of research for the Filene Research Institute.