2017 Operations & Member Experience Professional of the Year
Senior Vice President, Member Services and Chief Retail Officer
Schools Financial Credit Union
The year is 2014 and after 18 years at a large California credit union, Steve accepted an offer to oversee the operations at Schools Financial Credit Union. One of Steve’s first large scale initiatives was to focus on their GAP product. Previously, staff had no real incentive to engage with members about the value of GAP and because so few policies were sold, GAP was often an afterthought. Steve recognized some clear opportunities. Steve spearheaded renegotiating the pricing structure and vendor relationship of their GAP insurance provider resulting in an aggressively priced GAP product. He then reengineered the incentive program at the close of 2015 introducing a new tier-based incentive structure that paid employees an increased amount per policy sold. He also set goals of products sold by each branch and GAP was now a Strategic Initiative item for the Senior Staff. As a result there were 636 GAP policies sold in 2015. That jumped to 2557 polices sold in 2016. Income from GAP sales went from $79,440.00 in 2015 to $744,087.00 in 2016. Schools Financial Credit Union has had a dedicated Outbound Call Center in place since the beginning of 2011. Upon review of the existing program in 2015, Steve identified a few key areas that could be re-engineered to increase performance in this department. First he introduced a tiered payout structure that paid an increasingly more lucrative incentive and decreased the base bay for the agent, placing a heavier weight to the incentive and a significantly less attractive base, Steve could instinctively create more drive. Steve then reviewed the existing calling campaigns and decided to partner with other departments such as; Consumer Lending, Real Estate and Marketing to develop new, more robust campaigns. The results were outstanding. The monthly average for the new loans funded in the Outbound Call Center tripled from $469,288 each month to $1,579,729 or 336%. Seeing the improvements his changes had made, Steve then felt the department needed a manager who could focus more specifically on this department and it’s functions. He hired a manager to oversee the Outbound Call Center. This resulted in even greater success. From 2015 to 2016, the average new loan dollars each month went from $1,579,729 to $2,279,491 or 144% more than the previous year. While a driver of results – Steve recognizes the need to place an incredible amount of value in those he leads. Steve makes it a point to be present when celebrating key milestones with all employees of the Member Services team. Steve has not only made a significant impact at Schools Financial Credit Union and his previous Credit Union, he has been incredibly involved in the Credit Union industry and a key driver in the movement. Steve has held various volunteer positions with the CUNA Operations & Member Experience Council. Steve was a member of the Member Resource Committee and the Conference Committee. He served on the CUNA Executive Council from 2010 to 2016 and held the role of Council Chair from 2013 to 2015. He has also participated on the Nominations Committee, the Emerging Issues Committee and most recently, the Creating Awareness Advisory Group. Steve has not only led change in the sales and member experience culture within Schools Financial Credit Union but continues to be a driver for the industry as a whole.