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Join us on the CU Strategy Forum Podcast, where your host Paul Bresenden dives into the intricacies of backup servicing with industry expert Blythe Lawton. As the SVP of Marketing and Development at Vervent, Blythe brings over seven years of experience in Fintech and financial services, navigating the challenges and triumphs of a rapidly growing company.
In this episode, Blythe explains what backup servicing is and why it’s crucial for maintaining the stability of loan, lease, and credit card portfolios. Learn about the role of backup servicers, the importance of compliance, and the operational readiness needed to step in seamlessly if a primary servicer fails.
Blythe shares real-world examples and success stories, illustrating the complexities and vital nature of backup servicing. Whether you’re familiar with the concept or just curious, this episode offers valuable insights into how companies like Vervent ensure financial security and efficiency in the ever-evolving Fintech landscape.
Tune in for an engaging conversation filled with practical advice, expert knowledge, and a behind-the-scenes look at what makes backup servicing a cornerstone of financial services. Don’t miss out on learning from one of the best in the industry!
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In this thought-provoking episode, our guest, Ashish Garg, CEO of Altropy, takes us on a journey to explore the evolving human behavior in the credit union industry amidst a post-COVID world. Ashish sheds light on the significant shifts in human connection and how credit unions can adapt to meet the changing needs of their members.
We begin by examining the traditional credit union experience and its emphasis on personal relationships and human connection. Ashish acknowledges that the COVID-19 pandemic has disrupted this dynamic, removing the ability for in-person interactions that credit union members value. However, he believes innovation and technology can bridge this gap without compromising the human touch.
Drawing from his deep industry knowledge, Ashish shares inspiring examples of credit unions that have successfully leveraged technology to maintain human connection despite physical distancing. He highlights the importance of a distributed workforce, remote call centers, and efficient digital conversation platforms as essential tools for credit unions to offer personalized support to their members.
Join us for an eye-opening conversation as we delve into how credit unions can navigate behavioral shifts, leverage technology, and embrace the new normal to continue providing a seamless and human-centered experience. Discover strategies and insights that will empower credit unions to survive and thrive in a post-COVID world, while never losing sight of the essential human connection that sets them apart.
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Becky Reed is a credit union industry veteran with more than two decades of experience leading multiple areas in credit unions including retail operations, lending, back office operations, and IT.
Most recently, she has served as the CEO of Lone Star Credit Union in Dallas, Texas. There, she led game-changing service improvements through the use of technology which landed Lone Star Credit Union the CUNA Technology Council Award for Excellence in Technology in 2019. Becky was also featured on the cover of CU Magazine in the Summer 2020 edition. Continuing to blaze a trail, Lone Star Credit Union launched the first Non-Custodial Crypto Exchange for credit union members in August 2022.
Becky is the co-founder of the Credit Union Service Organization, PureIT CUSO and serves as its Board Chairman. She is the Board Chairman of NACUSO and has served on the Advisory Board for Corelation, Inc, Bankjoy, and Members Mobile. She also serves as the President of BlockAdvocates, a non-profit dedicated to Crypto education for Credit Unions. Helping credit unions collaborate and support each other is her passion.
Today, Becky provides technology, innovation, and strategy consulting for credit unions and CUSOs through her firm BRaaS or Becky Reed as a Service. She also maintains leadership roles at both PureIT CUSO and BankSocial.
CONTACT
Becky Reed - https://www.linkedin.com/in/becky-reed-50056518/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
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Tena Lozano is the executive director of the Richard Myles Johnson Foundation, which is the state credit union foundation for California and Nevada. She is responsible for administering and executing the RMJ Foundation’s mission of enabling credit unions to offer financial education in their communities. The Foundation’s signature program is “Bite of Reality®,” featuring the Bite of Reality® App, which is a fun, hands-on simulation that appeals to teens while giving them a taste of real-world financial realities.
She recently completed a term on the National Credit Union Foundation board of directors, representing the State Credit Union Foundation Network.
In the area of financial education, Tena serves on the California Department of Education’s Business Education Resources Group (BERG), helping to draft standards and curriculum for Career Technical Education; and serves on the board of the California Jump$tart Coalition, where she is chairman.
She has more than 30 years’ experience in the credit union movement, including work in public relations at WesCorp and the California & Nevada Credit Union Leagues. She received a bachelor’s degree in communication arts from California Polytechnic University, Pomona, and graduated from Western CUNA Management School in 2013. She also received her Certified Credit Union Financial Counselor and Credit Union Development Educator certifications in 2022.
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
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Hector Martin is currently the President/CEO of County Schools Federal Credit Union bringing with him more than 10 years of experience in financial services and credit union leadership. He founded the Emerging Credit Union Leaders Council in 2020 and received the California & Nevada Credit Union League’s Tomorrow Star Award in 2021. Currently serving as an Associate Board Member of the Richard Miles Johnson Foundation, Hector is an active and passionate advocate of the credit union movement.
Hector holds a bachelor’s degree in finance from Cal State Long Beach and graduated with honors from Western CUNA Management School in 2021. He is an MBA candidate at California State University Channel Islands and is expected to graduate in 2024.
In his spare time, Hector enjoys powerlifting, reading, and driving along the California coast.
CONTACT
Hector Martin - https://www.linkedin.com/in/hector-m-b6571360/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
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John Dearing is a Managing Director and Partner - Capstone Strategic, Inc. and leads Capstone’s client engagement teams and operations while advising clients on strategic external growth alternatives (acquisitions, investments, and partnerships). For nearly two decades, John has worked with credit unions, CUSO leaders, and board members on developing and implementing strategic growth plans, due diligence training, market and prospect evaluation, valuation, and the prioritization of growth initiatives. His experience includes facilitating acquisitions and strategic deals for PSCU, RenoFi, Ongoing Operations, and South Carolina Financial Solutions. He works closely with CUSOs and forward-thinking credit unions to provide the benefit of his expertise on relevant and timely topics including analytics, artificial intelligence, cryptocurrency, and fintechs.
CONTACT
John Dearing - https://www.linkedin.com/in/jdearingcfa/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
Design Your BrandDefine Your StrategyDeliver Your Story -
Fintech Transformers: Rise of Primacy
In the ever-transforming battle for customers/members, fintechs seek to be the new rulers of the banking universe. And the tides have turned. From 2019 to 2022, digital banks have the largest growth rates of primary relationships. Now, for the first time ever, more consumers in the Gen Y and Gen Z age groups name a digital bank as their primary institution than all of the community banks and credit unions combined! Experience live demonstrations of the banking apps that are reimagining the definition of PFI as Primary Financial Interactions, instead of Primary Financial Institution, and changing consumer attitudes and banking behaviors.
What You’ll Learn
• Examine the evolution of AI powered chat bots, such as Erica from Bank of America, and how they are reducing complexity of the basic user experiences of mobile banking.
• How challenger banks like MoneyLion, use unique fintech features designed for low-income designated segments, including friendly subscription pricing strategies instead of the penalty-based fee structures that dominate traditional banking.
• What the intersection of retail and payments looks like from Amazon One, an innovative new merchant payment system from Amazon that uses a person’s palm to reinvent the shopping and payment experience.
• Why the secret to customer/member growth will lie in understanding the changing role of banking products in the financial lives of today’s consumers.
CONTACT
Dave DeFazio - https://www.linkedin.com/in/davedefazio/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
Design Your BrandDefine Your StrategyDeliver Your Story -
Fintech Transformers: Rise of Primacy
In the ever-transforming battle for customers/members, fintechs seek to be the new rulers of the banking universe. And the tides have turned. From 2019 to 2022, digital banks have the largest growth rates of primary relationships. Now, for the first time ever, more consumers in the Gen Y and Gen Z age groups name a digital bank as their primary institution than all of the community banks and credit unions combined! Experience live demonstrations of the banking apps that are reimagining the definition of PFI as Primary Financial Interactions, instead of Primary Financial Institution, and changing consumer attitudes and banking behaviors.
What You’ll Learn
• Examine the evolution of AI powered chat bots, such as Erica from Bank of America, and how they are reducing complexity of the basic user experiences of mobile banking.
• How challenger banks like MoneyLion, use unique fintech features designed for low-income designated segments, including friendly subscription pricing strategies instead of the penalty-based fee structures that dominate traditional banking.
• What the intersection of retail and payments looks like from Amazon One, an innovative new merchant payment system from Amazon that uses a person’s palm to reinvent the shopping and payment experience.
• Why the secret to customer/member growth will lie in understanding the changing role of banking products in the financial lives of today’s consumers.
CONTACT
Dave DeFazio - https://www.linkedin.com/in/davedefazio/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
Design Your BrandDefine Your StrategyDeliver Your Story -
How to Build Your Data Maturity Action Plan
Becoming data-driven is a priority for most credit unions today, and the reasons are clear: data-driven organizations are 23 times more likely to acquire customers, six times as likely to retain customers, and 19 times as likely to be profitable. To serve today’s digital-first members, most credit unions don’t need convincing about why they need to become data-led – but the how is another story. The data maturity journey is not straightforward, and most credit unions are supervised to discover there isn’t a sequential series of steps or a “right way” to move forward on the journey. Even the phrase “data maturity journey” can be misleading, as it implies a starting and ending point. But the data journey can take many paths, can start at many points, and never truly ends. This presentation will explore the concept of data maturity and some of the main pillars (data management, descriptive analytics, predictive analytics, and prescriptive analytics) that credit unions may encounter on their journey.
Stef Luck is a sales leader at Trellance, responsible for the development and growth of credit union partnerships. She leads an experienced team of business development professionals who are passionate about helping credit unions make the most of their data and create exceptional member experiences. With more than 14 years of experience working for and with credit unions, Stef has gained in-depth industry knowledge and expertise. This allows her to serve as a strategic partner to her credit union clients. Through collaboration and consultation, Stef’s mission is to help her credit union partners and their members thrive.
CONTACT
Stef Luck - https://www.linkedin.com/in/stefluck/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
Design Your BrandDefine Your StrategyDeliver Your Story -
How to Build Your Data Maturity Action Plan
Becoming data-driven is a priority for most credit unions today, and the reasons are clear: data-driven organizations are 23 times more likely to acquire customers, six times as likely to retain customers, and 19 times as likely to be profitable. To serve today’s digital-first members, most credit unions don’t need convincing about why they need to become data-led – but the how is another story. The data maturity journey is not straightforward, and most credit unions are supervised to discover there isn’t a sequential series of steps or a “right way” to move forward on the journey. Even the phrase “data maturity journey” can be misleading, as it implies a starting and ending point. But the data journey can take many paths, can start at many points, and never truly ends. This presentation will explore the concept of data maturity and some of the main pillars (data management, descriptive analytics, predictive analytics, and prescriptive analytics) that credit unions may encounter on their journey.
Stef Luck is a sales leader at Trellance, responsible for the development and growth of credit union partnerships. She leads an experienced team of business development professionals who are passionate about helping credit unions make the most of their data and create exceptional member experiences. With more than 14 years of experience working for and with credit unions, Stef has gained in-depth industry knowledge and expertise. This allows her to serve as a strategic partner to her credit union clients. Through collaboration and consultation, Stef’s mission is to help her credit union partners and their members thrive.
CONTACT
Stef Luck - https://www.linkedin.com/in/stefluck/
PODCAST SPONSOR
454 Creative is a leading marketing agency for Credit Unions. Whether your CU needs a full website redesign, a brand refresh, new member campaigns, or a Hubspot marketing automation implementation, 454 Creative brings all our creativity, strategy, and expertise to credit union leaders and their members.
Design Your BrandDefine Your StrategyDeliver Your Story -
We've asked Blake Hastings, Senior Vice President of Corporate Strategy and Chief Economist at SWBC to give us his forecast on the economic environment for the coming year. In his role, he helps SWBC continue to grow successfully by providing leadership in the areas of strategic planning and corporate development. He also conducts research and analysis on the economy providing insights to SWBC business leaders and customers through an array of publications, presentations, and webinars. Additionally, he provides direction in the assessment, evaluation, and management of risk throughout the organization.
Prior to joining SWBC, Blake worked for the Federal Reserve Bank of Dallas for over 14 years. He served as a Senior Vice President overseeing the San Antonio and El Paso branch offices; the Bank’s HR function; and outreach to banking, business, academic, and community-based organizations of Texas, Southern New Mexico, and Northern Louisiana. He also served as a member of the Bank’s Senior Management Committee leading several critical initiatives, including establishing a new leadership program to enhance the development of future senior management prospects, organizational change management and strategic planning, as well as leading several boards of directors and advisory councils.
CONTACT
Blake Hastings - https://www.linkedin.com/in/blakehastings/
Powerpoint - https://www.custrategyforum.com/podcast-episodes/driving-credit-union-collaboration-and-innovation-with-rick-weber-cbc-federal-credit-union-syclx
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We've asked Blake Hastings, Senior Vice President of Corporate Strategy and Chief Economist at SWBC to give us his forecast on the economic environment for the coming year. In his role, he helps SWBC continue to grow successfully by providing leadership in the areas of strategic planning and corporate development. He also conducts research and analysis on the economy providing insights to SWBC business leaders and customers through an array of publications, presentations, and webinars. Additionally, he provides direction in the assessment, evaluation, and management of risk throughout the organization.
Prior to joining SWBC, Blake worked for the Federal Reserve Bank of Dallas for over 14 years. He served as a Senior Vice President overseeing the San Antonio and El Paso branch offices; the Bank’s HR function; and outreach to banking, business, academic, and community-based organizations of Texas, Southern New Mexico, and Northern Louisiana. He also served as a member of the Bank’s Senior Management Committee leading several critical initiatives, including establishing a new leadership program to enhance the development of future senior management prospects, organizational change management and strategic planning, as well as leading several boards of directors and advisory councils.
CONTACT
Blake Hastings - https://www.linkedin.com/in/blakehastings/
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For the launch of our podcast, we're kicking off our first episode with Rick Weber CEO of CBC Federal Credit Union. Rick is known for ruffling a few feathers and coloring outside the lines to drive growth and innovation at CBC. He also happens to be the founder of the CU Strategy Forum.
QUOTES
"Whenever you get these difficult times ... I can tell you this, a lot of times we bear down and work harder. The answers are not inside your building. The answers are usually outside.
The solution is not to work harder, but to reach out to somebody who might already be working on the solution that you're looking for, or testing out some of the ideas that your thinking.
I've always found networking is probably the best solution out there in Credit Union Land."
CONTACT
Paul Bresenden - https://www.linkedin.com/in/pbresenden/
Rick Weber - https://www.linkedin.com/in/rickwebercpa/
