Cuna News Podcast

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, recover

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

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 p

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 mo

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 membe

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.