“As humans, we don't like that. We want things to stay the same. That's been the thing that's impressed me the most about our culture and our teams—we've asked them to completely flip everything they know on its head [...]
"If we're competing on price, the big banks - Bank of America, Wells Fargo - can beat us any day of the week. They can sustain pain in our market a lot longer than we can. What we have [...]
"It’s the same advantage or strength that community banks have always had, the personal touch of knowing your customers and being able to help your customers address financial problems." Episode Summary EPISODE: 122 with [...]
"We have a belief that how you make money is just as important as making money. And, so again, there are products and services that we sunset, that we discontinued, that just didn't align with the values that we [...]
"When we start to compete and push others to do more for our members, our nation's credit unions benefit directly because they're getting a better product. We're getting it faster, more efficient, and more forceful on Capitol Hill. That's [...]
“There's a lot of things with finances — especially personal finances — that there's a lot of pressure and intimidation. And like you said, a little bit of shame sometimes. And that's one thing we should not be doing [...]
"I've spoken to less than five members about being a digital credit union. Those members weren't walking in before. They might have tried to walk in once since then, and that's when I'll hear from them." Episode Summary [...]
“I just went ahead one weekend… grabbed a WordPress theme, hosted it, and just started creating this Flat Earth Credit Union. I added products, a team, and services as if it were real. And that’s how it went viral [...]
"You’ve got to understand your clients—how they’re running their business, their households, and what challenges they face. That’s how you know what solutions they need from your bank." Episode Summary EPISODE: 106 with [...]
"Once you can control the data, you can start to innovate at your own pace, and you can dramatically increase speed to market." Episode Summary EPISODE: 104 with guest: Chad Ritchie CIO [...]
"Tyfone was able to deliver functionality that others couldn't. And it was built on trust, believe in that other person, and respect. And, we built Tyfone and Star One. We built this long-term relationship based on that." Episode [...]
"I also share that same philosophy that everyone should spend some time in the call center. Even back when I was a call center supervisor, you did your week of training in the call center because it allows [...]
"What's your end vision for what that loan experience should look like? And what are the things that need to be part of that process for you to feel comfortable that you can do the thing you need [...]
"There's no vendor in the world that is going to know your institution and know members like you do as the organization. And it's really that partnership, in working with a vendor who's seen other outside ideas. I [...]
"We can talk about black swans, but every organization should, at some point, in one of their scenarios somewhere, talk about the fact that there could be another major outbreak of disease. Why not? It's happened before." Episode [...]
"One of the things that we hope that these students will come away with is, for us, to strengthen financial well-being. They have the opportunity to manage the budget for the coffee shop, understand how to deal with money, [...]
"I always think about what type of environment do I want my kids in when they're working adults? And how does that support their whole human self?" Episode Summary EPISODE: 88 with guest: [...]
"There's nothing like adding fuel to the fire of engagement to make a difference when someone demonstrates their gratitude five years after the fact that, hey, you really made a difference in my journey. That's just more encouragement to [...]
LISTEN NOW "And then also those committees that I mentioned, those are the really kind, you know, get different business units all together. So we are meeting, some of 'em is biweekly, some of' em monthly. We doing [...]
LISTEN NOW "We are very interested in making sure that we're always building people up, because when we brought this buildathon concept to the credit union movement, we wanted to make sure to interlace those cooperative principles throughout [...]
LISTEN NOW "There are a lot of buzzwords. You have embedded finance and you have banking as a service; everybody has their own definition. So when I have these types of conversations, I like to create some shared meaning. [...]
LISTEN NOW "The more digital you get, the less of a personal touch in the human aspect you get. Our mission is to hang on to and continue to deliver on that humble beginning as a community bank, [...]
LISTEN NOW "We do have a member panel that's grown to about 680 people now, and we really offer them the opportunity to be the first to test things. And by doing so, even if we don't do [...]
LISTEN NOW "We're in a kind of an exciting transitional period where yes, things are becoming more digitized, but they are also becoming human in terms of how those interactions can be, how we can make them more [...]
LISTEN NOW "At the end of the day, you need to be able to understand what it is you're getting in order to use it. And if you don't really understand it, you're not using it. And the [...]
LISTEN NOW ''There's no world where there are no bugs and problems.'' Episode Summary EPISODE: 31 with guest: Shannon Ellis-Brock COO Puget Sound Cooperative Credit Union Episode [...]
LISTEN NOW "I think a lot of us are drawn to this industry because we want to make an impact on somebody's life in a positive way. I love the fact that I can be part of making [...]
LISTEN NOW ''I never say no until I have a good why behind the no. As I've grown as a leader, I have had to remind myself that. It is easy to say no. I can say no [...]
LISTEN NOW “You can learn and grow, even if you're not getting a promotion or more money. The knowledge you can gain and what you can do with that will pay off someday. It may not be as [...]
LISTEN NOW At the end of the day, there's going to be a hardcore group of members who want certain things delivered in a certain way. Depending on the factors, you bite the bullet, and you give them [...]
LISTEN NOW "I wouldn't differentiate a small credit union from a large credit union, as far as what they're going to need or what they're going to want. Because, like I said, it's all the same." Episode [...]
LISTEN NOW "Security is not noticed until it fails. I would bet a hundred dollars that we are never going to have a member come to us and say, 'Well, your system was so secure.'" Episode Summary [...]
LISTEN NOW “I think a key component to doing this is spreading awareness, and then I think member experience. Because if you can make your platform attractive to younger people, I think younger people will use your platform [...]
LISTEN NOW “One of the things we’re really trying to do is make it so that we can spend more time with our members, or our potential members, learning about what their goals are [and] what they’re trying [...]
LISTEN NOW “We’re trying to really make it so every channel has the same ability, so there are no restrictions to a member. They’re free to choose which ones they want. It’s their personal preference. It’s not because [...]
LISTEN NOW “I feel like we've been a little blessed in that our organization is not … driven purely on ROI — they're driven on improved experience. So [what] we really measure is, is this the right idea [...]
