Operational Innovation: Maintaining High-Touch Engagement in a Digital Environment
Operational Innovation Track Overview
Credit union members expect their financial institutions to be one or two steps ahead, bringing them the best technology solutions that also are safe and reliable.
Offered as part of the CU Learning TRAXX program, the six 60- to 90-minute sessions in this track highlight the latest innovations and opportunities to anticipate so you can stay ahead of your members’ expectations.
This track offers a special focus on programming for information officers, innovation officers, technology professionals, experience officers, and more. Sessions will focus on operational and digital innovation, future-focused and up-and-coming technology, automated processes, maintaining member experiences and relationships in a digital landscape, and more, including just-in-time content to ensure you’re staying ahead of the curve!
During live sessions, attendees will have the opportunity to network with their credit union peers and industry experts on the cutting-edge CU Learning TRAXX digital platform. All registration options include access to live sessions and on-demand access to post-session recordings, so you can learn at your own pace and at a time that’s convenient for you!
While the sessions in this track are designed with a specific audience in mind, credit union professionals of every level and discipline will find them valuable.
Sessions and Details
Consisting of six relevant and future-focused 60- to 90-minute sessions, the Operational Innovation: Maintaining High-Touch Engagement in a Digital Environment track brings innovation and future-focused thinking to the forefront.
1. Does a Culture of Innovation Truly Eat (Digital) Strategy for Breakfast…Find Out!
Speakers: Patrick Sells, Steve Schnall
Make a conscious decision to get out of your comfort zone, allow your team to make mistakes, and let the transformation of an innovative culture to take root. In this session, hear how Patrick Sells, a young banking executive took on a digital transformation for his financial institution. He shook the cobwebs out of a sluggish and dated organization and now they’re reaping the benefits. He took on the hearts and minds of his team, embraced pillars of change, and brought home the AB Digital Banker of the Year award. Join us and see if you’re ready to “Go out there and try it on for size!”
2. Hands Free! The Future of Payments are Contactless
Moderator: Troy Stang
Speakers: Todd Clark, Melissa Kopp, Bob Long, Libby Calderone
Although not new to the payments space, digital wallets, contactless payments, and contactless ATMs were not commonly adopted solutions in the U.S. market. Given the current environment, many credit unions are reporting renewed member interest in these solutions. This session features a powerful panel of industry experts uncovering the latest results in card transaction data while interpreting market feedback. Leave this session with a better understanding of the landscape and actionable next steps.
3. Ushering in the New Digital Lending Landscape — Does your LOS Know RON (Remote Online Notary)?
Moderator: Brian Hamilton
Speakers: Brit Barker, Jeb Hart, and Foster Kelly Digital lending is more commonplace than ever before, which opens additional resources for all financial institutions. In this session, hear about innovation in the latest Loan Origination Systems and how Remote Online Notarization (RON) is being adopted currently in Idaho and Washington, and likely Oregon in the future. Explore how to hold onto those hard-earned loan relationships in an uncertain market.
4. We’ve Got a Bot for That!
Robotic Process Automation (RPA) — it’s terminology you may have already heard, but how does it work for credit unions? In this session, learn how it’s already being utilized with great success at a large Northwest credit union. “RPA Bots” are configurable software used to perform repetitive tasks, saving credit unions time and labor while improving accuracy. This insightful session shows you how a once 40-minute process is now completed in less than 3 minutes.
Registration Coming Soon.
5. Calling out Contact Centers on Efficiency, Security and Sustainability
Speakers: Scott Aldridge, Milind Borkar, Matt Whipple, Cindy High
Contact centers are an essential touch point for your members, and their experience when calling their credit union can set the tone for future interaction. In this session, hear from industry leaders who have expedited the critical call-in, authentication, and security processes. Discuss industry trends, common errors, examine nationwide trends, and walk away with best practices.
Registration Coming Soon.
6. Taking the Mobile Member Experience to the Next Level
Are you engaging with your members when and where they need it? Did they actually read your last email? In this session, we look at bolstering member connection through superior mobile outreach. Get perspectives from several Northwest credit union leaders and learn how they stepped up innovation to meet their members’ needs.
Registration Coming Soon.
** Access to On-Demand Recordings is reliant on the Pass or Track that your Credit Union has purchased. If you would like access to CU Learning TRAXX On-Demand Recordings please view pricing and registration or reach out to a member of the team.
Upcoming Session Dates & Times
Mark your calendar – dates, times, and information is now available for all sessions in the Operational Innovation Track!
|CU Learning TRAXX — Wednesday, September 23|
|1:00 - 2:30 p.m. PDT||Operational Innovation Session 3: Ushering in the New Digital Lending Landscape! Does your LOS know RON?|
|CU Learning TRAXX — Wednesday, October 7|
|2:30 - 3:30 p.m. PDT||Operational Innovation Session 4: We’ve got a BOT for That!|
|CU Learning TRAXX — Tuesday, October 13|
|11:00 a.m. - 12:00 p.m. PDT||Operational Innovation Session 5: Calling out Contact Centers on Efficiency, Security, and Sustainability|
|CU Learning TRAXX — Tuesday, November 17|
|9:30 - 11:00 a.m. PST||Operational Innovation Session 6: Taking the Mobile Member Experience to the Next Level|
Have a scheduling conflict? No worries! You can access recorded sessions anytime.
DID YOU MISS A SESSION? ON-DEMAND RECORDINGS AVAILABLE NOW!
|Operational Innovation — Sessions Now Available On-Demand|
|Recorded From the August 5 Session|
|Does a Culture of Innovation Truly Eat (Digital) Strategy for Breakfast…Find Out!||In this session, hear how Patrick Sells, a young banking executive took on a digital transformation for his financial institution.||Access Now**|
|Recorded From the August 26 Session|
|Hands Free! The Future of Payments are Contactless||This session features a powerful panel of industry experts uncovering the latest results in card transaction data while interpreting market feedback. Leave this session with a better understanding of the landscape and actionable next steps.||Access Now**|
|** Access to On-Demand Recordings is reliant on the Pass or Track that your Credit Union has purchased. If you would like access to CU Learning TRAXX On-Demand Recordings please view pricing and registration or reach out to a member of the team.|
Chief Executive Officer, IP Services
IP Services Chief Executive Officer, Scott Alldridge, has a rich background in building business and provides IP Services with the strategic leadership needed to recruit and deploy a team of highly skilled experts, to maximize company profitability, and deliver specialized Cybersecurity and Managed Services both regionally and nationally. He brings a wealth of knowledge with over 30 years of experience in the Information Technology Business arena and is a founding member and President of the IT Process Institute, an organization that provides IT Standards Research, Prescriptive Guidance, and Benchmarking.
Recently, Alldridge’s work was cited by the Center for Internet Security CEO in a testimony to the US Senate on how organizations can implement effective cyber defenses. He is also among a select group that is highly certified on the ITIL (IT Infrastructure Library) processes and standards. Alldridge has been a featured speaker on Cybersecurity and IT Best Practices for many national organizations including SANS (System Admin Network Security), HIMSS (Health Information Management Systems Society), and many other FINTECH organizations and conferences. He received his Bachelor of Science Degree in Business Management from Kensington University.
Vice President, Origence
Brit Barker, Origence’s vice president, enterprise solutions, is an experienced sales and product executive with 20 years of helping financial institutions improve their lending performance and exceed consumer needs. He’s recognized as an industry leader with innate talent in balancing strategic focus with operational execution. Barker is an authority on consumer and indirect lending and is enamored with the mortgage industry.
Founder and CEO, Illuma Labs
Milind Borkar is the Founder and CEO at Illuma Labs, a provider of voice authentication and fraud prevention solutions to the credit union industry. After receiving his Ph.D. in Electrical and Computer Engineering from the Georgia Institute of Technology in 2008, Dr. Borkar worked at Texas Instruments in various roles spanning R&D, Marketing, and Business Development. Over his professional career he has launched 50+ hi-tech products, is an inventor on 18 patents, and an author on 14 technical publications. Dr. Borkar has expertise across new technology development, product management, marketing, and business development.
President/COO of LSC
Libby Calderone is President/COO of LSC. In her role, Calderone is responsible for the growth and retention of LSC’s business, as well as its future business strategy and enhancements, with the objective to help credit unions compete in a complex financial marketplace. With 30 years of prior experience as a credit union CEO/President, she understands the challenges and opportunities credit unions and members face. Calderone also currently serves the credit union industry as the Vice-Chair of American Share Insurance and the Chair of ESI (Excess Share Insurance) in Dublin, Ohio. She is a graduate of the University of Illinois and holds a CCUIE designation from CUNA.
President & CEO, CO-OP Financial Services
Todd Clark is President/CEO of CO-OP Financial Services, having begun his tenure in June 2016.
Throughout his career, Clark has specialized in identifying technology gaps in the market and determining how emerging technology will fill those gaps, all with an aim of uncovering efficiencies for smaller financial institutions.
Prior to CO-OP, Clark spent 22 years with First Data Corporation, where he last held the position of SVP/Head of STAR Network and Debit Processing. In this capacity, he was responsible for the business unit’s profit/loss and led a team of more than 600 product, strategy, communications, strategic sales, technology, operations and support personnel. He also managed the Bank of America relationship as head of the financial institution group.
Clark also has entrepreneurial experience, co-founding a start-up company called Core Data. This organization was sold to Concord EFS, which later merged with First Data. At the time of sale, Core Data had become the second largest ATM processor in the United States. He was also an executive with Cardtronics, Inc., and Feedzai.
Clark holds a BA in economics from University of Texas at Austin.
President for CU Direct Connect
Brian Hamilton is a 27-year financial services veteran working with credit unions, banks, finance companies, and fintech providers. He has managed all facets of consumer lending operations, and has led key initiatives in the development of groundbreaking on-line applications, custom scorecards, and loan origination systems. Hamilton joined CU Direct in 2017 as the Vice President of Innovation and Insights, where he led research efforts on emerging trends and product innovation. In 2020 Hamilton accepted the role of President for CU Direct Connect, the business process outsourcing subsidiary of CU Direct. Prior to joining CU Direct, Hamilton was Vice President of Lending at several of the largest credit unions in the United States, Senior Vice President at California Community Bancshares, and Chief Credit Officer at BlueYield. Hamilton holds a bachelor’s degree in management and an MBA in Digital Innovation and Information Systems from Pepperdine University.
Director of Strategic Partnerships, SIGNiX
Jeb Hart is the Director of Financial Institutions at SIGNiX. Hart accumulated years of invaluable sales and customer relations experience while working in the hedge fund and insurance industries prior to entering the tech market. Since joining the company in 2017, he has crafted and executed strategies that have exponentially increased SIGNiX’s presence the Banking & Credit Union sector. His leadership was a key contribution to the development and implementation of eNotaryDox, SIGNiX’s Remote Online Notary Platform. This product has drastically improved security features, ease of use, document storage and how business overall is conducted in the banking, credit union and title space.
When he’s not in the office, Jeb is often on the golf course and enjoying life in Chattanooga, Tennessee with his wife and their son.
Director, Business Development and Sales, Rate Reset
Foster Kelly is a graduate of University of Mary Washington with a major in Business Management and minor in Marketing. Before coming on board with Rate Reset he worked as a Mortgage Loan Originator for Churchill Mortgage and become one of their top producers. His passion for digital lending has fueled part of the innovation with Rate Reset’s most powerful solution. Rate Reset is a leader in digital lending with products that help credit unions retain their loans with patented Reset technology.
Director of Business Strategy, FIS
Melissa currently serves as the Director of Business Strategy within the Credit Line of Business at FIS. She is responsible for driving organizational initiatives within new partner verticals and collaborating within the payments industry to expand credit relationships on behalf of FIS.
Previously, Melissa served as the Senior Business Development Leader at Worldpay, collaborating with industry partners to implement payment initiatives & programs to drive incremental revenue for the organization. Prior to that, Melissa served as the Senior Sales Leader supporting a team responsible for new business prospecting for the eastern region of the U.S. Over the past 18 years, Melissa has also held roles as a leader of the Partner Channel, Direct Sales Consultant and Regional Account Manager at Worldpay.
She has a B.S. in Business Management from Ohio University and an MBA in General Business from Miami University.
Chief Revenue Officer, Member Access Pacific (MAP)
Robert M. Long serves as Chief Revenue Officer (CRO and is responsible for new business development, sales, relationship management, channel and consulting partnerships. Prior to joining MAP, Long had spent more that 20 years working in Financial Services and the Payments Industry. Most recently he directed business development as part of the senior leadership team with Daon, a software firm specializing in biometric authentication for the global financial services markets. As a payment’s leader, Long has held several management roles, including Senior Vice President of Financial Services at Vantiv and senior leadership roles at First Data Corporation and Rocky Mountain BankCard. He received his bachelor’s degree from University of The Pacific in Stockton, CA.
Founder & CEO, Quontic Bank
Steve Schnall is a serial entrepreneur, founded NYC-based Quontic Bank, the adaptive digital bank, in 2009 with a vision to transform traditional retail banking into customer-centric digital commerce.
Schnall has been instrumental in the acceleration and growth of Quontic since its inception. He has transformed the bank into a profitable, well-capitalized, philanthropic, digital financial institution that does business in all 50 states. One of Schnall’s most significant successes was earning Quontic the U.S. Treasury’s designation as a Community Development Financial Institution (CDFI) due to its focus on lending in low-income neighborhoods and to low-income individuals, gig economy workers, and small business owners. As a CDFI, Schnall’s mission for Quontic is to embrace the diversity of circumstances that exist in its customers’ lives while providing innovative, adaptive banking services to elevate their financial strength.
As a serial entrepreneur, Schnall has always had a passion for business startups and serving the communities in which they reside. He has a proven track record of founding several successful private and public companies across a variety of industries. In addition to Quontic Bank, he established New York Mortgage Trust, a publicly-traded mortgage REIT and national mortgage finance company; Fit Athletic Holdings, a California based luxury health and fitness chain; Realmor Capital, a NYC-based real estate investment and development firm; and Restaurant.com, an early-stage dot-com.
Schnall is also a founding director of Urban Angels, a nonprofit organization that provides 100,000 meals to the homeless every year, and serves on the board of The Arthur Project, a nonprofit which is redefining youth mentoring through an unprecedented type of intervention. He is an active member of the Young Presidents Organization and YPO Big Apple Gold.
Schnall graduated from the University of Florida with a bachelor’s degree in accounting. He resides in Tribeca, Manhattan with his wife and two sons.
Chief Innovation Officer, Quontic Bank
Patrick Sells is a serial entrepreneur with a passion for helping scale organizations through marketing and technology. As the Chief Innovation Officer at Quontic, Patrick is focused on helping create a unique culture coupled with innovative marketing and technology to power Quontic to embody the next generation of community banks. Sells blends together the desire to use technology to make the world a better place and change the perception of banking. He is an award-winning leader who has been recognized for digital innovation in banking earning American Banker’s Digital Banker of the Year Award and also named to Independent Bankers 40 under 40 list for emerging community banking leaders in 2020. Quontic is the adaptive digital bank that is federally chartered and digitally-focused with business in all 50 states. The bank is headquartered in New York City and has earned the U.S. Department of Treasury certification as a CDFI.
Prior to joining Quontic, Sells served as the CEO/Owner of the Sells Group, a marketing and technology agency based in Indianapolis that helps clients with digital customer acquisition. Sells Group ranked #701 in 2016 for Inc.’s 5000 fastest growing businesses. He also co-founded Cognito Road, a leader in the predictive data industry. In addition, Sells is active in the not-for-profit space helping lead and advise several different organizations. He has served on the board at United Way Indianapolis, Boy Scouts of America Crossroads Council, Generosity New York, and the Sagamore Institute. He has served as the co-chairman of the Governor’s Luncheon for Scouting in Indianapolis, the largest fundraiser for the Boy Scouts nationwide. He helped start and build the Super Service Challenge into a national program that raised and gave away over $30,000,000 alongside their national spokesperson, Drew Brees.
CEO & President, NWCUA
Troy Stang serves as the President and CEO of the Northwest Credit Union Association (NWCUA), the trade association representing more than 180 not-for-profit, member-owned credit unions in Idaho, Oregon, and Washington. More than 7.3 million consumers—55% of the northwest population—are members of those credit unions.
Under Stang’s leadership, the Association is focused on nurturing an innovative public policy environment to ensure cooperative financial services are a relevant choice in the marketplace. In addition to legislative and regulatory advocacy, the Association provides public relations, compliance, and professional development to participating credit unions.
Stang has led Northwest-based credit union trade associations for over a decade. Prior to this, he served in President George W. Bush’s administration as senior staff to the US Treasury Secretary. He has extensive hands-on financial institution experience in large and complex credit unions across the nation.
Stang is passionate about building awareness of credit unions and their not- for- profit structure as financial cooperatives, the value of the tangible benefits they generate and deliver to their members, and the impact they have in communities they serve.
Stang holds a Master’s degree from The College of St. Scholastica in St. Paul, Minnesota, a Bachelor’s degree from Concordia University in St. Paul, and an Associate of Applied Science degree from St. Cloud Technical College in St. Cloud, Minnesota. Stang also earned Credit Union Development Educator (CUDE) distinction from the National Credit Union Foundation.
Senior Vice President Voice Biometric Sales, Lumenvox
Matt Whipple, Senior Vice President of Voice Biometric Sales at LumenVox, has spent his entire career harnessing the power of the human voice. He worked with industry giants Nuance and Avaya, acting as an IVR Solution Architect, services seller and Voice Biometrics sales team member. Along the way he transformed the industry, integrating Voice Biometrics in Canada’s financial institutions and introducing a phone-based deceit detection product to the global market. But what really sets him apart is his genuine excitement for the unlimited applications of Voice Biometrics.
Pricing & Registration
CU Learning TRAXX are offered with a variety of registration options. While each track is designed with a specific audience in mind, credit union professionals of every level and discipline will find them valuable.
Register now for the full Operational Innovation: Maintaining High-Touch Engagement in a Digital Environment track for full access to all six sessions in this track. All registration options include access to live sessions and on-demand access to post-session recordings, so you can learn at your own pace and at a time that’s convenient for you! During live sessions you’ll also have the opportunity to network with credit union peers and interact with industry experts.
Information about additional registration options can be found here, including all access passes, session bundle options, and track bundle options.
|Full Operational Innovation Track|
Access to all six live sessions in the Operational Innovation track, along with on-demand access to the post-session recordings!
|Regular Price: $1,099|
Small* Credit Union Price: $989
|Session 1: Does a Culture of Innovation Truly Eat (Digital) Strategy for Breakfast…Find Out! Individual Session||Regular Price: $249||Register Now|
|Session 2: Hands-Free! The Future of Payments is Contact-less Individual Session||Regular Price: $249||Register Now|
|Session 3: Ushering in the New Digital Lending Landscape — Does your LOS know RON? Individual Session||Regular Price: $249||Register Now|
|Session 4: We’ve Got a Bot for That! Individual Session||Regular Price: $249||Registration Coming Soon.|
|Session 5: Calling out Contact Centers on Efficiency, Security, and Sustainability Individual Session||Regular Price: $249||Registration Coming Soon.|
|Session 6: Taking the Mobile Member Experience to the Next Level Individual Session||Regular Price: $249||Registration Coming Soon.|
|*Small Credit Union = $100 million or less in assets|
Continued education and training of credit union employees helps keep the Credit Union Movement vibrant and competitive.
The Northwest Credit Union Foundation is providing professional development scholarships for credit union professionals interested in attending CU Learning TRAXX sessions. If credit unions need financial support to purchase an All Access Pass or Session Bundles, CEOs can apply for their entire 2020 scholarship award to go toward CU Learning TRAXX. Please reach out to Maija Noll for any questions on scholarship eligibility.
Registrations may be canceled and refunded up to 30 days in advance of a session. Alternately, registrations may be transferred to another user up to one day in advance of the meeting. Please reach out to [email protected] for assistance with canceling or adjusting your registration.