Cuna News Podcast

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, lis

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) allow

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

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 acquisiti

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 membe

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 ex

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

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 cred