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16th Annual CUNA Operations, Sales & Service Conference

2013 Loews Hollywood Hotel | Hollywood, CA | September 22-25

Agenda

Time
Session
 
10:00 a.m. - 7:30 p.m.

CONFERENCE REGISTRATION

Refreshements sponsored by MoneyGram and CUNA Strategic Services

12 Noon - 3:00 p.m.

Transforming the Branch Experience

PRECONFERENCE WORKSHOP (additional fee required)

Transforming the Branch Experience
Brian Porter, Solutions Executive-Consumer Transaction Services, Diebold, Canton, OH

Sponsored by Ongoing Operations and CUNA Strategic Services

Conference attendees will not want to miss this year’s pre-conference work-shop.  We will  share with the audience a comprehensive examination of the branch transformation process that is underway and gaining momentum. How do members really want to interact with their financial institution?  What trends are shaping an defining the branch of the future?  You will be able to answer the question, “does the Apple Store mentality really work for everyone?”.   How does a credit union strategically go about answering these questions? 

We will be discussing the technological impact of branch transformation as it affects branch design, layout and size and how gaining operation efficiency will be critical for credit union’s success.  How does mobility and mobile devices fit into this puzzle and how can it be leveraged to our advantage?  Also the skills required for employees of the future will be examined and we will explore the differences of universal positions versus specialists positions and the pros and cons of each.

This is a collaborative workshop so the exchange of ideas is highly encouraged and welcomed. 

This session is for all credit union leaders from all asset sizes and conference attendees who want and need to gain an edge on these game changing ideas.  You will certainly benefit by making this your first stop of your conference experience.

3:15-4:00 p.m.

FIRST TIME ATTENDEE ORIENTATION

We invite all conference first-time attendees to join us at this event. Meet the OpSS Council executive committee and find out what our conference is all about.

4:15-4:30 p.m.

WELCOME AND OPENING REMARKS

Sue Douglas, Chief Operations Officer, State ECU and Chair, CUNA Operations, Sales & Service Council

Heather Moshier, EVP Information Technology, San Diego County CU and Chair, CUNA Technology Council

4:30 - 5:30 p.m.

Being Decisive

NEW Day and Time this year - KEYNOTE ADDRESS

Being Decisive
Chip Heath, NY Times Bestselling Author and Professor at Stanford Graduate School of Business

Sponsored by Harland Clarke and CUNA Strategic Services

Research in psychology has revealed that our decisions are disrupted by an array of biases and irrationalities: We're overconfident. We seek out information that supports us and downplay information that doesn't. We get distracted by short-term emotions. When it comes to making choices, it seems, our brains are flawed instruments. Unfortunately, merely being aware of these shortcomings doesn't fix the problem, any more than knowing that we are near sighted helps us to see. The real question is: How can we do better?

In this session, Heath will introduce a four-step process designed to counteract these biases—a process based on an exhaustive study of the decision making literature. Along the way, Heath will share an array of fascinating stories, from a rock star's ingenious decision-making trick to a CEO's career-ending acquisition to a single question that can often resolve thorny personal decisions.

Heath will share the answers to critical questions like these: How can we stop the cycle of agonizing over our decisions? How can we make group decisions without destructive politics? And how can we ensure that we don't overlook precious opportunities to change our course?

Audience members will walk away with fresh strategies and practical tools enabling them to make better choices. Because the right decision, at the right moment, can make all the difference.

5:30-7:30 p.m.

WELCOME RECEPTION

WELCOME RECEPTION - Meet Your Sponsors

Sponsored by TracFone Wireless

Open to all attendees.

Time
Session
 
7:30 a.m.- 7:30 p.m.

WELCOME CENTER

Conference Registration
Sponsor Display
Internet Café - Sponsored by Harland Financial Solutions, Vantiv, and Xpress Data, Inc.

 

7:00 – 8:00 a.m.

BREAKFAST

BREAKFAST - Visit with Sponsors

Sponsored by Palmetto Cooperative Services LLC

8:00-9:00 a.m.

Sales Meetings That Strategize and Energize

Jack Hubbard, Chairman and Chief Sales Officer, St. Meyer & Hubbard, Elgin, IL

Are your sales meetings “get to go” or “have to go?” If you want to increase engagement in this group coaching sessions, don't miss this fast paced and practical program with Jack Hubbard. With more than 66,000 financial services professionals personally trained and coached, Jack provides a unique, humorous style combined with an organized approach that allows your team to leave each meeting with new skills and new ideas to help maximize the sales process and the member experience. 

8:00-9:00 a.m.

The 4 Personality Profiles of Leaders

Gary Golden, President, Golden Opportunities, Baton Rouge, LA

Successful people better understand themselves and others more effectively. This profile will take the participant through a system of discovery allowing them to understand the four personality types that we consist of. Each of us operate within all four personalities, but we will identify which one or two we most often utilize at work. This System will help class members better understand how they show up at work, develop a better understanding of others and more effectively communicate by identifying the profile language being used by the person they are speaking with. This profile is a great tool for anyone in a sales, service and leadership position. This program is very interactive, educational and entertaining.

8:00-9:00 a.m.

Successful Outbound Calling Programs

Becky Breen, Chief Retail Officer and Ruth Hansen, Contact Center Director, TwinStar CU, Olympia, WA

Several credit unions have found success in deepen member relationships through outbound calling programs.  Hear from TwinStar credit union on how their outbound calling efforts have benefited their members and the credit union. They will cover the steps they took from inception to current operation as well as sharing the exciting results they have experienced from their approach.

9:00- 9:15 a.m.

PASS TIME TO SESSIONS

9:15 - 10:15 a.m.

Sales Meetings That Strategize and Energize

Jack Hubbard, Chairman and Chief Sales Officer, St. Meyer & Hubbard, Elgin, IL

Are your sales meetings “get to go” or “have to go?” If you want to increase engagement in this group coaching sessions, don't miss this fast paced and practical program with Jack Hubbard. With more than 66,000 financial services professionals personally trained and coached, Jack provides a unique, humorous style combined with an organized approach that allows your team to leave each meeting with new skills and new ideas to help maximize the sales process and the member experience. 

9:15 - 10:15 a.m.

The 4 Personality Profiles of Leaders

Gary Golden, President, Golden Opportunities, Baton Rouge, LA

Successful people better understand themselves and others more effectively. This profile will take the participant through a system of discovery allowing them to understand the four personality types that we consist of. Each of us operate within all four personalities, but we will identify which one or two we most often utilize at work. This System will help class members better understand how they show up at work, develop a better understanding of others and more effectively communicate by identifying the profile language being used by the person they are speaking with. This profile is a great tool for anyone in a sales, service and leadership position. This program is very interactive, educational and entertaining.

9:15 - 10:15 a.m.

Successful Outbound Calling Programs

Becky Breen, Chief Retail Officer and Ruth Hansen, Contact Center Director, TwinStar CU, Olympia, WA

Several credit unions have found success in deepen member relationships through outbound calling programs.  Hear from TwinStar credit union on how their outbound calling efforts have benefited their members and the credit union. They will cover the steps they took from inception to current operation as well as sharing the exciting results they have experienced from their approach.

10:15 - 11:00 a.m.

NETWORKING BREAK

Visit with Sponsors

Sponsored by Business Data, Inc.

11:00- 11:15 a.m.

PASS TIME TO SESSIONS

11:15 a.m. - 12:15 p.m.

The Universal Employee Leads to an Extraordinary Experience

BREAKOUT SESSIONS (all sessions repeat)

Michelle Grabicki,VP Branch Administration, Numerica CU, Spokane Valley, WA
Dave Larson, SVP, Affinity Plus CU, St. Paul, MN

Sponsored by LEVEL5, LLC

The concept of a universal employee is catching on at credit unions as a way to provide quality services to members more efficiently. A universal employee is the worker who can do it all, the person who moves from one task to another seamlessly, taking members through each step of a transaction instead of shuffling them between departments.

11:15 a.m. - 12:15 p.m.

Using Game Theory to Increase Sales

Scott Crawford, Director of Professional Development and Training, Member One FCU, Roanke, VA

Sponsored by OfficeMax and CUNA Strategic Services

This session will provide participants with an overview of game theory and how games motivate individuals. It will also examine research on intrinsic vs. extrinsic incentive plans, and how gaming allows both models to come together to produce positive results regarding increased service and sales. Participants will also explore strategies to use to create their own game-based incentive programs.

11:15 a.m. - 12:15 p.m.

Overcoming Common Concerns to Serving Hispanics

Miriam De Dios, CEO, Coopera, Des Moines, IA

Hispanics are the largest, fastest-growing, youngest and most underserved group in the U.S. With one 1 out of 6 U.S. residents being Hispanic and 1 out of 2 Hispanics being unbanked or underserved, Hispanics are your credit union's largest growth opportunity. Many times, common misconceptions and objections about Hispanics get in the way of successfully serving this untapped marketplace. Join us as we discuss some of the most common concerns including the documentation status of Hispanics, their product usage and their perceived risk to the credit union. Learn how your credit union can overcome these common objections to successfully implement or enhance your Hispanic growth strategy.

12:15 - 1:30 p.m.

CAFÉ CONVERSATIONS

Culturation of New Employees
Facilitators: Tum Vongsawad, COO, San Diego County CU, San Diego, CA and Laura Enquist, Director of Branches, STCU, Spokane, WA                           

Social Media in Credit Unions
Facilitators: Tammy Fleiger, VP Operations, STCU, Spokane, WA

Sponsored by VoltDelta OnDemand Solutions

Multi-Generations in the Workplace
Facilitator: Kevin Roland, Delivery Channels Director, FedChoice FCU, Lanham, MD

1:30- 1:45 p.m.

PASS TIME TO SESSIONS

1:45 - 2:45 p.m.

The Universal Employee Leads to an Extraordinary Experience

Michelle Grabicki,VP Branch Administration, Numerica CU, Spokane Valley, WA
Dave Larson, SVP, Affinity Plus CU, St. Paul, MN

Sponsored by LEVEL5, LLC

The concept of a universal employee is catching on at credit unions as a way to provide quality services to members more efficiently. A universal employee is the worker who can do it all, the person who moves from one task to another seamlessly, taking members through each step of a transaction instead of shuffling them between departments.

1:45 - 2:45 p.m.

Using Game Theory to Increase Sales

Scott Crawford, Director of Professional Development and Training, Member One FCU, Roanke, VA

Sponsored by OfficeMax and CUNA Strategic Services

This session will provide participants with an overview of game theory and how games motivate individuals. It will also examine research on intrinsic vs. extrinsic incentive plans, and how gaming allows both models to come together to produce positive results regarding increased service and sales. Participants will also explore strategies to use to create their own game-based incentive programs.

1:45 - 2:45 p.m.

Overcoming Common Concerns to Serving Hispanics

Miriam De Dios, CEO, Coopera, Des Moines, IA

Hispanics are the largest, fastest-growing, youngest and most underserved group in the U.S. With one 1 out of 6 U.S. residents being Hispanic and 1 out of 2 Hispanics being unbanked or underserved, Hispanics are your credit union's largest growth opportunity. Many times, common misconceptions and objections about Hispanics get in the way of successfully serving this untapped marketplace. Join us as we discuss some of the most common concerns including the documentation status of Hispanics, their product usage and their perceived risk to the credit union. Learn how your credit union can overcome these common objections to successfully implement or enhance your Hispanic growth strategy.

2:45 - 3:30 p.m.

NETWORKING BREAK

Visit with Sponsors

Sponsored by SilverSky and CUNA Strategic Services

3:30 - 3:45 p.m.

PASS TIME TO SESSIONS

3:45 - 4:45 p.m.

Best Practices from Past Award Winners

Julie Linch, SVP Retail Delivery, Directions CU, Sylvania, OH
Ken Kelly, Training/Development Manager, Red Canoe CU, Longview, WA
Rod Snyder, AVP Sales/Branch Performance, Red Canoe CU, Longview, WA
Michelle Trekas, Sales & Service Training Manager, Red Canoe CU, Longview, WA

Overview of key ideas, action plans and promotions from 2012 Best Practices award winners.

3:45 - 4:45 p.m.

Leveraging Video to Enhance the ATM Experience

Susan Steele, Portfolio Solutions Executive, Diebold, Inc., Canton, OH
Kathy O'Masters, Branch Supervisor, Missoula FCU, Missoula, MT

The collision of technology advancements and changing demographics is dramatically impacting the way consumers expect to interact with banking channels. That’s why focus on the consumer experience is core to remaining competitive – and profitable – in today’s marketplace. During this session, Montana’s Missoula Federal Credit Union will talk about how it is leveraging video as a key element of the ATM experience. The credit union was among the first to pilot Diebold’s Concierge Video Services to enhance member experience and encourage migration to self-service channels. For Missoula, video represents the next step in delivering greater personalized service, enhancing self-service capabilities and enabling members to complete more transactions outside the branch. During this presentation by Missoula and Diebold, learn how Missoula’s pilot has validated the role of video at the ATM, discover how to create a go-to-market plan for video and get tips for using video technology to enhance the ATM experience.

3:45 - 4:45 p.m.

Business Development Panel Discussion

Linda Fedrick, VP Member Relations, Anheuser-Busch Employees CU. St. Louis, MO
Andy Reed, BD Manager, American Airlines CU, Dallas, TX
Greg Inman, SVP, Neighbors FCU, Baton Rouge, LA

Business Development is handled differently in all organizations and in this session, participants will have the opportunity to hear how a panel of business development professionals effectively manages this part of the credit union. The audience will be fully engaged and encouraged to offer best practice strategies of their own and share valuable tips and ideas with their colleagues. All participants will leave this session with practical tools to enhance their business development efforts.

5:30 - 7:30 p.m.

SOCIAL/NETWORKING EVENT

Sponsored by Symitar

Join us at our social/networking event – Hollywood style! You will enjoy beverages and appetizers and who knows, you may meet a star or two! 

Time
Session
 
7:30 a.m. - 6:00 p.m.

WELCOME CENTER OPEN

Conference Registration
Sponsor Displays
Internet Café - Sponsored by Harland Financial Solutions , Vantiv and Xpress Data, Inc.

7:00 - 8:00 a.m.

BREAKFAST

Visit with Sponsors

8:00 - 8:15 a.m.

MORNING ANNOUNCEMENTS

8:15 - 9:15 a.m.

Industry Update

Diana Dysktra, President/CEO, CA/NV CU League, Ontario, CA

Sponsored by CUNA Mutual Group

Diana Dykstra will share her unique perspective on the industry and regulatory environment.  She's seen it from all sides—as a lending professional, a credit union CEO, and now as President/CEO of the California/Nevada Credit Union Leagues.  Be prepared to engage in a dialogue about what is (and isn't) happening in the credit union movement and the good, bad, and ugly of the current regulatory environment.

9:15 - 9:30 a.m.

PASS TIME TO SESSIONS

9:30 - 10:30 a.m.

Listen, Fight, Praise, Lead :Proven Methods to Solve Problems, Lead Ethically, and Improve Relationships

Andy Janning, President/Founder, NO NET Solutions, Brownsburg, IN

In today's fast-paced business world, you're faced with a number of challenges: listening closely, confronting respectfully, resolving issues effectively, and keeping the bond with your co-workers and members strong.

But how do you face these challenges collaboratively, without having to resort to becoming either a dictator and order-giver - or worse yet, merely giving to everyone else's requests while your own needs go unmet? This session has the answers.

9:30 - 10:30 a.m.

Forming an eServices Department

Sponsored by Jwaala

Mark Fox, AVP E-Services, Numerica CU, Spokane Valley, WA
Kevin Roland, Delivery Channels Director, FedChoice FCU, Lanham, MD

Forming and implementing an eServices Department should be a must for a fully integrated Delivery Channels plan.  When more than 90% of all transactions are conducted electronically, it's imperative that there is a department fully dedicated to this growing trend.  This session will focus on what is required to start a department and what to do to successfully implement and sustain it.

9:30 - 10:30 a.m.

Measuring Contact Center Performance

Laura Jojola, Sr. Contact Center Manager, CO-OP Member Center, Fort Worth, TX

Sponsored by DSG Associates

CO-OP Member Center has 200 employees who provide contact center support for 275 credit unions.  Laura will discuss what key performance indicators she uses to measure and manage performance as well as specific incentives used to drive results. Her perspective will provide insight on best practices and how to ensure what you measure supports your strategy.

10:30 - 11:15 a.m.

NETWORKING BREAK

Visit with Sponsors

Sponsored by FMSI

11:15 - 11:30 a.m.

PASS TIME TO SESSIONS

11:30 - 12:30 p.m.

Listen, Fight, Praise, Lead :Proven Methods to Solve Problems, Lead Ethically, and Improve Relationships

Andy Janning, President/Founder, NO NET Solutions, Brownsburg, IN

In today's fast-paced business world, you're faced with a number of challenges: listening closely, confronting respectfully, resolving issues effectively, and keeping the bond with your co-workers and members strong.

But how do you face these challenges collaboratively, without having to resort to becoming either a dictator and order-giver - or worse yet, merely giving to everyone else's requests while your own needs go unmet? This session has the answers.

11:30 - 12:30 p.m.

Forming an eServices Department

Sponsored by Jwaala

Mark Fox, AVP E-Services, Numerica CU, Spokane Valley, WA
Kevin Roland, Delivery Channels Director, FedChoice FCU, Lanham, MD

Forming and implementing an eServices Department should be a must for a fully integrated Delivery Channels plan.  When more than 90% of all transactions are conducted electronically, it's imperative that there is a department fully dedicated to this growing trend.  This session will focus on what is required to start a department and what to do to successfully implement and sustain it.

11:30 - 12:30 p.m.

Measuring Contact Center Performance

Laura Jojola, Sr. Contact Center Manager, CO-OP Member Center, Fort Worth, TX

Sponsored by DSG Associates

CO-OP Member Center has 200 employees who provide contact center support for 275 credit unions.  Laura will discuss what key performance indicators she uses to measure and manage performance as well as specific incentives used to drive results. Her perspective will provide insight on best practices and how to ensure what you measure supports your strategy.

12:30 - 1:45 p.m.

MEMBERSHIP LUNCH

(open to all OpSS attendees and sponsors)    

1:45 - 2:00 p.m.

PASS TIME TO SESSIONS

2:00 - 3:00 p.m.

EMV: The Race is On!

Bill Thomas, VP Program Management, United Nations FCU, Long Island City, NY and Leanne Phelps, SVP Card Services, State ECU, Raleigh, NC

Sponsored by Cummins Allison, Inc.

In this session attendees will understand the pros and cons of EMV, timelines, and the challenges faced when issuing EMV cards. Two credit unions, United Nations Federal Credit Union and State Employee's Credit Union will present business cases for their programs.

2:00 - 3:00 p.m.

Beyond Theory into Practice

Steve Langley, VP Sales, Service & Training, Travis CU, Vacaville, CA

Sponsored by Support EXP | Support Financial Resources

Talk is talk - action takes effort!  During this session, we will move beyond theory and show you how one credit union was able to create successful sales and service culture and the attributes it took to get there.  We will explore how important nurturing the right ‘culture' is and how it must start from the top down.   We will dive into what makes any culture successful - the people and participate in several table discussions that will help you better recruit the right DNA.  Train - coach - mentor - repeat.  These are not options.  We will take a look at how important delving into to the sales data is and provide suggestions on what kind of data matters.  Finally, we will share how celebrating milestones and success are essential.  This session is not to be missed - we guarantee you will walk away with new tools to put to work immediately!

2:00 - 3:00 p.m.

Online Membership Growth - A Digital Enrollment Experience

Howie Wu, VP Virtual Banking, BECU, Tukwila, WA

Building a consistent online enrollment experience that enables you to grow membership, loans and increase adoption of digital channels. How to optimize the online enrollment and loan application process.

3:00 - 3:45 p.m.

NETWORKING BREAK

Sponsor drawings

Sponsored by Verafin and CUNA Strategic Services

3:45 - 4:00 p.m.

PASS TIME TO SESSIONS

4:00 - 5:00 p.m.

EMV: The Race is On!

Bill Thomas, VP Program Management, United Nations FCU, Long Island City, NY and Leanne Phelps, SVP Card Services, State ECU, Raleigh, NC

Sponsored by Cummins Allison, Inc.

In this session attendees will understand the pros and cons of EMV, timelines, and the challenges faced when issuing EMV cards. Two credit unions, United Nations Federal Credit Union and State Employee's Credit Union will present business cases for their programs.

4:00 - 5:00 p.m.

Beyond Theory into Practice

Steve Langley, VP Sales, Service & Training, Travis CU, Vacaville, CA

Sponsored by Support EXP | Support Financial Resources

Talk is talk - action takes effort!  During this session, we will move beyond theory and show you how one credit union was able to create successful sales and service culture and the attributes it took to get there.  We will explore how important nurturing the right ‘culture' is and how it must start from the top down.   We will dive into what makes any culture successful - the people and participate in several table discussions that will help you better recruit the right DNA.  Train - coach - mentor - repeat.  These are not options.  We will take a look at how important delving into to the sales data is and provide suggestions on what kind of data matters.  Finally, we will share how celebrating milestones and success are essential.  This session is not to be missed - we guarantee you will walk away with new tools to put to work immediately!

4:00 - 5:00 p.m.

Online Membership Growth - A Digital Enrollment Experience

Howie Wu, VP Virtual Banking, BECU, Tukwila, WA

Building a consistent online enrollment experience that enables you to grow membership, loans and increase adoption of digital channels. How to optimize the online enrollment and loan application process.

5:00 - 6:00 p.m.

NETWORKING RECEPTION

Visit with Sponsors

Sponsored by OnApproach

Time
Session
 
8:00 - 11:00 a.m.

WELCOME CENTER

Conference Registration
Sponsor Displays
Internet Café - Sponsored by Harland Financial Solutions , Vantiv and Xpress Data, Inc.

8:00 - 8:30 a.m.

BREAKFAST

Sponsored by CU Direct Corporation

8:30 - 9:30 a.m.

Fraud Prevention in Today's World

Randy Romes, Principal, Information Security, CliftonLarsonAllen, Minneapolis, MN

Sponsored by SMA Solutions

Fraudsters are constantly evolving.  Industry breach analysis reports point to a continued upswing in hacking activity from both organized crime, AND foreign nation states.  As our defensive measures improve attackers change tactics to evade them.  In this session we will use statistics from global information security studies combined with our first-hand experience with risk assessment, network penetration assessments, and incident handling and hacker forensic investigations to provide attendees with up to the minute attack trend information as well as practical advice to improve the information security posture.  Participants will leave the session with clear strategies to prevent and mitigate risks posed by hackers, fraudsters, and modern malware attacks.

9:30 - 9:45 a.m.

BREAK

9:45 - 10:45 a.m.

The O'Shea Report: Change 180°

Sponsored by Alkami Technology

The world is changing...fast. Fast enough that by next week, the iPad will be thought of as Amish furniture. It's time to laugh about it.Change 180° takes you on a hilarious journey through the ups and downs of dealing with change. Through motivational humor, The O'Sheas help audiences snuggle up to change, stomp on suspicion, and open their minds to progress. The O'Shea Report: Change 180° will help your audience laugh as they examine:

-How to change the "soap opera" of the office by changing your perspective
-From Leave It To Beaver to texting--the evolution of communication
-How workplace personalities the conserver, the pragmatist, and the originator deal with change
-The value of staying current, being flexible, and creating a supportive environment

Packed with humor and insightful tips, this keynote is ideal for organizations looking for a lighthearted way to deal with the heavy topic of change.

10:45 - 11:00 a.m.

CLOSING REMARKS