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CUNA CIO-COO Virtual Forum

June 2-3, 2021
Online via Zoom

$149 for CUNA Councils Members
$199 for CUNA Members

Wednesday, June 2, 2021
Eastern: 1:00 PM – 4:00 PM | Central: 12:00 PM – 3:00 PM 
Mountain: 11:00 AM – 2:00 PM | Pacific:  10:00 AM – 1:00 PM 

Thursday, June 3, 2021
Eastern: 1:00 PM – 4:15 PM | Central: 12:00 PM – 3:15 PM 
Mountain: 11:00 AM – 2:15 PM | Pacific:  10:00 AM – 1:15 PM 
 

Members of the CUNA Operations & Member Experience Council and the CUNA Technology Council are invited to join their peers at the CUNA CIO-COO Virtual Forum in which attendees will direct the conversation around the latest pressing issues in credit union operations and technology. This is an opportunity to network with others facing the same challenges and opportunities you face and collaborate on solutions. Space is limited to allow for engagement among all participants. These sessions will not be recorded.

 

Wednesday, June 2, 2021 - 12:00 - 12:45 CT

Welcome and Introduction to CUNA Councils

Alex Barker, SVP/CIO, Information Systems, Mountain America Credit Union, West Jordan, UT
Jason Rogers, SVP Member Service, Mountain America Credit Union, West Jordan, UT

From a CEO Perspective

Jackie Buchanan, President & CEO, Genisys Credit Union, Auburn Hills, MI
During this session hear from Jackie Buchanan, CEO of Genisys Credit Union, how the events of this last year have impacted both short and long term strategies regarding meeting members needs and maintaining an engaging culture

Wednesday, June 2, 2021 - 12:45 - 1:30 CT

Topic 1: Flexible Work Strategies & Challenges – Flexibility at What Cost

Lisa Bowers, Chief People Officer, Dupaco Community Credit Union

The pandemic has placed flexible work arrangements, especially remote work in the spotlight at many credit unions. Employee requests for flexible hours and remote-work arrangements may be part of the new normal. Flexible work arrangements can improve recruitment and retention efforts, augment organizational diversity efforts, encourage ethical behavior and help the organization's efforts to be socially responsible. Remote work may not be the best fit for every employee, how are credit unions adjusting to meet the needs to each employee? And discuss the impact of remote work on back-office vs. branch employees. 

Topic 2: How to Get Employees to Embrace the Digital Channels

Tammy Fleiger, SVP Improvement and Risk, STCU, Liberty Lake, WA
Michael Parks, SVP/CIO, Suncoast CU, Tampa, FL

For most credit unions, the events over this last year have accelerated digital channel efforts but are your employees keeping up? Most have figured out how to use Teams, Zoom, or other virtual meeting platforms out of necessity. However, do they understand the new ways of serving members through the digital channel and are they actively promote them? Are they fearful of how these new solutions could impact their jobs? During this session you will have the opportunity to talk with peers about challenges and solutions in getting your employees to embrace and fully utilize digital channel solutions.

Topic 3: Culture, Engagement & Leadership - How Do You Build in a Remote Environment?

Samantha Amburgey, CIO, Michigan State University FCU, East Lansing, MI
Buddy Bennett, VP Operations, Cyprus Federal Credit Union, West Jordan, UT

The past 15 months have disrupted, challenged, and ultimately expedited the flexibility our organizations need to have to work. Remote work was not new, but the way that we had to go about it was. Now the question is, where do we go from here? No matter the answer to this question, for most, if not for all credit unions, remote work is here to stay. With this in mind, every Credit Union executive is concerned about how we build and maintain our workforce cultures while delivering the leadership that drives retention and results. This session has been designed to help executives discuss ideas and best practices that you can use to help your credit union overcome these challenges.  

Wednesday, June 2, 2021 - 1:45 - 2:30 CT

Topic 1: Flexible Work Strategies & Challenges – Flexibility at What Cost

Lisa Bowers, Chief People Officer, Dupaco Community Credit Union

The pandemic has placed flexible work arrangements, especially remote work in the spotlight at many credit unions. Employee requests for flexible hours and remote-work arrangements may be part of the new normal. Flexible work arrangements can improve recruitment and retention efforts, augment organizational diversity efforts, encourage ethical behavior and help the organization's efforts to be socially responsible. Remote work may not be the best fit for every employee, how are credit unions adjusting to meet the needs to each employee? And discuss the impact of remote work on back-office vs. branch employees.

Topic 2: How to Get Employees to Embrace the Digital Channels

Tammy Fleiger, SVP Improvement and Risk, STCU, Liberty Lake, WA
Michael Parks, SVP/CIO, Suncoast CU, Tampa, FL

For most credit unions, the events over this last year have accelerated digital channel efforts but are your employees keeping up? Most have figured out how to use Teams, Zoom, or other virtual meeting platforms out of necessity. However, do they understand the new ways of serving members through the digital channel and are they actively promote them? Are they fearful of how these new solutions could impact their jobs? During this session you will have the opportunity to talk with peers about challenges and solutions in getting your employees to embrace and fully utilize digital channel solutions.

Topic 3: Culture, Engagement & Leadership - How Do You Build in a Remote Environment?

Samantha Amburgey, CIO, Michigan State University FCU, East Lansing, MI Buddy Bennett, VP Operations, Cyprus Federal Credit Union, West Jordan, UT

The past 15 months have disrupted, challenged, and ultimately expedited the flexibility our organizations need to have to work. Remote work was not new, but the way that we had to go about it was. Now the question is, where do we go from here? No matter the answer to this question, for most, if not for all credit unions, remote work is here to stay. With this in mind, every Credit Union executive is concerned about how we build and maintain our workforce cultures while delivering the leadership that drives retention and results. This session has been designed to help executives discuss ideas and best practices that you can use to help your credit union overcome these challenges. 

Wednesday, June 2, 2021 - 2:30 - 3:00 CT

 

 

 

Thursday, June 3, 2021 - 12:00 - 12:15 CT

Alex Barker, SVP/CIO, Information Systems, Mountain America Credit Union, West Jordan, UT
Jason Rogers, SVP Member Service, Mountain America Credit Union, West Jordan, UT

Thursday, June 3, 2021 - 12:15 - 1:00 CT

Topic 1: Member Experience & Expectation: Member Expectations in a Digital World

Wendie Ellis, Director Payment Services, Horizon Credit Union, Spokane, WA
Jim Phillips, SVP/ CIO, SchoolsFirst Federal Credit Union, Santa Ana, CA

“Exceeding Member expectations by charting a course through the digital storm”. Member adoption of digital channels is increasing every day and their expectation for an easy, seamless experience across all channels at any time is becoming table stakes in financial services no matter how big or small your credit union is. Creating a digital road map is critical in charting your course in a constantly changing increasingly competitive digital landscape. This session will talk about the new bar in creating extraordinary experiences for your Members, the rapid acceleration in innovation and change and the importance of charting a path to meet future Member expectations.

Topic 2: Delivering on Member Experience & Expectations: Steps to Meet and Exceed Member Expectations

Brad Aspgren, SVP Operations, American Airlines Federal Credit Union, Fort Worth, TX
Richard Roark, VP/CTO, Bay Federal Credit Union, Capitola, CA

In this session participants will discuss what it will take to deliver on the ever-changing member experience and new expectations we are all facing (e.g., omni-channel experience, call center hours, product/service development, member issue resolution, etc.). We will discuss the steps CU’s should consider taking. We look forward to lots of collaboration, sharing, and some good ideas!

Topic 3: Improving Member Experience (Efficiently) in the Contact Center

Willis Chang, Enterprise Systems Architect, Kinecta Federal Credit Union, Manhattan Beach, CA
Keith Sheriffs, VP of Member Service, Mountain America Credit Union, West Jordan, UT

Join us as we discuss strategies to improve member experience, generate efficiency, and using data in a meaningful way within the Contact Center! We’ll discuss the use of data to deliver a better member experience with a tailored approach, driving digital self-sufficiency of members through education and service, and knowing your customer and mitigating fraud through secure, efficient and automated technologies. 

Thursday, June 3, 2021 - 1:15 - 2:00 CT

Topic 1: Member Experience & Expectation: Member Expectations in a Digital World

Wendie Ellis, Director Payment Services, Horizon Credit Union, Spokane, WA
Jim Phillips, SVP/ CIO, SchoolsFirst Federal Credit Union, Santa Ana, CA

“Exceeding Member expectations by charting a course through the digital storm”. Member adoption of digital channels is increasing every day and their expectation for an easy, seamless experience across all channels at any time is becoming table stakes in financial services no matter how big or small your credit union is. Creating a digital road map is critical in charting your course in a constantly changing increasingly competitive digital landscape. This session will talk about the new bar in creating extraordinary experiences for your Members, the rapid acceleration in innovation and change and the importance of charting a path to meet future Member expectations.

Topic 2: Delivering on Member Experience & Expectations: Steps to Meet and Exceed Member Expectations

Brad Aspgren, SVP Operations, American Airlines Federal Credit Union, Fort Worth, TX
Richard Roark, VP/CTO, Bay Federal Credit Union, Capitola, CA

In this session participants will discuss what it will take to deliver on the ever-changing member experience and new expectations we are all facing (e.g., omni-channel experience, call center hours, product/service development, member issue resolution, etc.). We will discuss the steps CU’s should consider taking. We look forward to lots of collaboration, sharing, and some good ideas!

Topic 3: Improving Member Experience (Efficiently) in the Contact Center

Willis Chang, Enterprise Systems Architect, Kinecta Federal Credit Union, Manhattan Beach, CA
Keith Shirreffs, VP of Member Service, Mountain America Credit Union, West Jordan, UT

Join us as we discuss strategies to improve member experience, generate efficiency, and using data in a meaningful way within the Contact Center! We’ll discuss the use of data to deliver a better member experience with a tailored approach, driving digital self-sufficiency of members through education and service, and knowing your customer and mitigating fraud through secure, efficient and automated technologies. 

Thursday, June 3, 2021 - 2:15 - 3:00 CT

Operations & Member Experience: What Keeps You Up at Night?

Wendie Ellis, Director Payment Services, Horizon Credit Union, Spokane, WA
Jason Rogers, SVP Member Service, Mountain America Credit Union, West Jordan, UT

What is that nagging question, concern or new process you keep chewing on but are just not sure how to answer? When you think of upcoming challenges and roadblocks to the growth of your credit union, what stands out for you? Bring these questions and any others that rise to the top of concerns and a notebook to this session where we will work together to discuss and provide ideas to each other on the tough topics we are all facing. This will be a great opportunity to share your expertise on challenges your CU has overcome, and to gain insight from others on challenges you are facing. Be prepared for great discussion!

Technology: What Keeps You Up at Night?

Alex Barker, SVP/CIO, Information Systems, Mountain America Credit Union, West Jordan, UT
Michael Parks, SVP/CIO, Suncoast CU, Tampa, FL

In today’s business landscape, there is more pressure than ever on C-level executives. The rapid and constant technology changes have put the pressure on CIOs in particular. This ever-evolving landscape presents new challenges and new expectations. Are you a CIO or other executive losing sleep over how you can keep the pace for your credit union? In this session you will learn you are not alone!

Thursday, June 3, 2021 - 3:00 - 3:15 CT

Alex Barker, SVP/CIO, Information Systems, Mountain America Credit Union, West Jordan, UT
Jason Rogers, SVP Member Service, Mountain America Credit Union, West Jordan, UT