PRECONFERENCE WORKSHOP (additional fee required)

This workshop will be held at Harland Clarke. We will provide transportation to and from their site.

Integrating Call Center Operations and Information Security for Peak Performance
Janet Sthele, Director Client Services Contact Center; Tracy Gudmundson, Director Contact Center Operations and Joe Filer, AVP & Chief Security Compliance, Harland Clarke, San Antonio, TX

For credit union operations and technology leaders, ensuring top performance in the areas of contact center operations and data security is mission critical.  The need to maintain high-quality and efficient call center operations, while simultaneously protecting your credit union and members from any kind of data breach, drives many of the decisions you make.

With over 100 years of experience as a solutions provider to more than 9,000 financial institutions, and with a contact center network of more than 1,500 seats, Harland Clarke is an expert on integrating call center strategies with best-in-class information and facility security.  This pre-conference program will showcase best practices in Call Center Strategy, Business Processes, Contact Center Organization, Metrics and Reporting, Technology and Data/Facility security.

Can you imagine a better classroom for tying together best practices in both call center management and information security than a state-of-the-art contact center for a check and statement printing provider?.

Key takeaways for participants include industry best practices as the reference points from which to evaluate their current call center operations and set targets for improvement initiatives, understanding the layers of building and facility security including intrusion alarms, firewalls, security protocols and defenses against social engineering.  Also included is a "behind the scenes" tour of our contact center facility, with a deep dive into Harland Clarke's customer service and information security core competencies, with expert insight on best practices.

Come learn the best from the best!

 

WELCOME CENTER OPENS

Conference Registration
Sponsor Displays
Internet Cafe -~ Sponsored by MShift, Inc., PayPal, RightNow and Vantiv

FIRST TIME ATTENDEE RECEPTION

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.

WELCOME RECEPTION
~ Sponsored by PSCU Financial Services, Inc.

WELCOME CENTER

Conference Registration
Sponsor Displays
Internet Cafe -~ Sponsored by MShift, Inc., PayPal, RightNow and Vantiv

BREAKFAST - Visits with Sponsors
~ Sponsored by Harland Financial Solutions

WELCOME AND OPENING REMARKS

Rudy Pereira, SVP Operations & Technology, Alliant CU, Chicago, IL and Jennifer Lehn, EVP, Numerica CU, Spokane, WA

KEYNOTE ADDRESS

Tim Sanders Gives the Power to The People
Tim Sanders, Best Selling Author and Business Solutions Expert
~ Sponsored by Harland Clarke & CUNA Strategic Services

“People are the next big thing,” writes Tim Sanders in his first book, a New York Times business best seller.  His point of view is novel: Your members do business with your people – not products or processes.  Your relationships with your talent, partners and customers are the most valuable assets you have.  So treat people as if they are #1.

From people skills to humanizing business, his talks center on the people side of the profit and loss statement.  Too often, we approach business from a technological or financial sense and miss the bigger picture.  Based on hundreds of thousands of pages of research, he offers bottom-line expertise with clear takeaway items for audiences.

CAFÉ CONVERSATIONS

Back by popular demand – grab a lunch and join one of three café conversations.  Each of the conversations will be facilitated by one of our executive committee members.

Succession Planning for Mid-Upper Management
Dave Tate, VP Branch Operations, Anheuser-Busch ECU, St. Louis, MO

Searching for Alternative Income Sources
Jennifer Lehn, EVP, Numerica CU, Spokane Valley, WA
~ Sponsored by CetoLogic

Hot Regulatory Issues
Lucy Ito, SVP Growth/Development, CA/NV CU Leagues, Ontario, CA

BREAKOUT SESSIONS

Goals, Standards and Expectations for Delivering Outstanding Internal Member Service                                                       
Rob Tomasino, AVP Member Experience, A+ FCU, Austin, TX
~ Sponsored by TriVium Systems, Inc.

Join us for this session as we define who the internal members are and why their role is the key to delivering outstanding member service. We will also uncover the road blocks that inhibit great internal service.

The Top 10 Ingredients in a Successful Sales Culture
Lynn Giuliani, President, Progressions, Inc. Lyndon, WA

This session walks the participants through a comprehensive formula of proven steps and ingredients in a proactive member driven sales culture. It fosters excellent breakout discussions and provides the audience with endless new ideas and initiatives they can implement in their CU's. From Senior Management modeling the desired culture, to Marketing and Training working in concert,  and communication, communication, communication-these ingredients are essential for CU's to stay competitive. We must be proactive in today's climate and NOW is the time to market CU strengths. Follow this formula and you will increase profits, morale and new members.

Altering the Disconnect between Operations and Sales
Angela Prestil, Director of Sales Culture Development for Creating Member Loyalty™ , Credit Union National Association, Madison, WI and Denny Graham, President, CEO, FI Strategies, LLC, Chesterfield, MO
~ Sponsored by Glory (U.S.A.) Inc.

As competition for financial services continues to heat up, credit unions will have to work harder to be both efficient and effective at sales and service. Throw in a few new regulations and being short-staffed, and the pinch can be too much to handle. The right mix of service and sales skills can be a win-win: increasing the credit union’s potential for generating non-interest income while filling a void in a member’s product portfolio. In this session, you’ll learn how to marry operational efficiency with sales and service success.

NETWORKING BREAK – Visit with Sponsors
~ Sponsored by Perimeter eSecurity & CUNA Strategic Services

CASE STUDIES

Leadership and Branch Management Succession Planning
Linda Fedrick, VP Member Relations, Anheuser Busch ECU, St. Louis, MO and Kevin Roland, Director Sales/Service, FedChoice FCU, Lanham, MD

A leadership succession strategy is a valuable tool to grow future leaders and to ensure continuous development within a shifting global economy. Success by succession planning is an investment that credit union leaders are recognizing as an important strategy in achieving the long-term vision of their organization. 

A Sales and Service Culture:  2 Tablespoons of ‘Accountability’ and a Heaping Cup of ‘Recognition’
Steve Langley, VP Sales/Service & Training, Travis CU, Vacaville, CA and Greg Inman, CCUE, SVP, Neighbors FCU, Baton Rouge, LA
~ Sponsored by Support Financial Resources, Inc.

Building a sales & service culture tends to be on the minds of a lot of credit union leaders as they search for ways to compete in the new marketplace with increased competition and greater member demand for products and services through efficient channels. The two key ingredients to building a solid foundation for a sales & service culture are Accountability and Recognition.

Increase accountability and your poor performers will have an incentive to change while your All-Stars will be challenged to ramp it up to another level. Also, commit to consistent recognition which will improve employee morale, increase member service and reduce turnover and operating expenses. This culture shift will take your member’s experience to another level while providing an environment where employees realize the impact they are having on the credit union.

Travis Credit Union and Neighbors Federal Credit Union are leaders in their existing markets because of these two key elements.Don’t miss this opportunity to learn how they have effectively implemented a true sales culture through Accountability and Recognition.

Branch Designs: Pods vs. Traditional Teller Lines
Becky Davis, VP Branch Operations, Delta Community CU, Atlanta, GA

When Delta Community Credit Union embarked on an aggressive plan to open branches in the communities surrounding metro Atlanta in 2005, we saw this as an opportunity to enhance our member service delivery experience. We’d heard of other credit unions deploying the “dialog” concept, which essentially removes the barrier of a traditional teller line. We wanted to create an environment in our branches that was very warm, friendly and open. Our team members can now interact with our members more effectively during their visit. Fortunately, this has proven to be successful for us and is the direction we’ve continued. This interactive session will cover the journey we took in making this decision and will include the lessons learned through the process.

GENERAL SESSION

Criminal Masterminds: It’s a Living.
Jim Stickley, CTO/Co-Founder, TraceSecurity, La Mesa, CA
~ Sponsored by Software & Management Associates

Jim Stickley has spent the past 15 years playing the part of a criminal.  He has stolen credit cards, built fake ATM’s and broken into over 1000 financial institutions.  All totaled he has had access to over a billion dollars through his efforts.  Fortunately for the rest of us, Stickley is no criminal.  Stickley is hired by organizations and media outlets to test the security of everything from banks to the average person on the street.  During this session Stickley will demonstrate numerous techniques he has used to gain access to facilities through social engineering as well as how you and your customers can become victims of identity theft.  More importantly, Stickley will give simple tips and tricks on how you can protect yourself, your customers and your organization from becoming another identity theft statistic.

NETWORKING EVENT
~ Sponsored by Symitar

Join us for an exciting evening at the Buckhorn Museum & Saloon located just steps from the Riverwalk.  You will enjoy an evening of networking along with great food and beverages.  The museum, which features wildlife from all over the world; including fish, birds, and animal oddities will be open for your enjoyment. Or, just spend your time interacting with your conference sponsors and attendees.  Transportation will be provided.  Guests are included for a nominal fee.

WELCOME CENTER

Conference Registration
Sponsor Displays
Internet Cafe -~ Sponsored by MShift, Inc., PayPal, RightNow and Vantiv

BREAKFAST - Visit with Sponsors
~ Sponsored by DocuSign

CONFERENCE UPDATES and ANNOUNCEMENTS

GENERAL SESSION

Leadership Strategies for a New Era
Mark Sievewright, President, CU Solutions Group, FiServ, Brookfield, WI
~ Sponsored by CUNA Mutual Group

There’s a transformation underway in the U.S. financial services industry. Driven by profound changes in the economy, consumer demographics, the regulatory environment and technology, this transformation will have a dramatic effect on how credit unions do business and how they strategize and collaborate around products, services, and information. Credit union members - businesses and consumers, alike - are redefining what it means to be empowered and connected through a growing array of electronic devices and applications. Additionally, new generations of consumers are bringing with them new preferences, new thinking and new ways of doing business. This session will highlight the changes underway, the implications for credit unions and the leadership strategies they need to pursue.

NETWORKING BREAK – Visit with Sponsors
~ Sponsored by Financial Management Solutions

BREAKOUT SESSIONS (All sessions repeat)

“The Member Experience Gap – Preparing Today to Serve Your Members of Tomorrow”                                                         
Ryan Zilker, B2B Marketing Manager, CO-OP Financial Services, Rancho Cucamonga, CA
~ Refreshments sponsored by OfficeMax

This interactive session will explore the challenges faced by credit unions as they struggle to serve members with expanding demands and expectations. Together, we will craft solutions focused in three major areas: Access, Convenience and Connection to allow credit unions to compete with the largest national banks.         

Magic Metrics
Mary Murcott, President, Novo 1 Contact Centers, Fort Worth, TX
~ Sponsored by Support Financial Resources, Inc.

Customer Experience Futurist, Mary Murcott will share the metrics that drive business outcomes from customer satisfaction, compliance, and sales. She will also share some of the best first person research from consulting and research firms that many do not have access to, and spotlight some new “anchor facts” that just might change the way you look at your business. This session will challenge the audience to talk about the implications of these new “truths” and discuss the merits of these new measures and if they should be added to, or replace existing measures in your credit union.

Ensuring Mergers and Acquisition Integration Success
Stuart Levine, Chairman & CEO, Stuart Levine & Associates, Jericho, NY

How can your credit union prepare and ensure that you have the right processes and skills in place to facilitate a successful merger, including all pre and post planning, board governance, enterprise risk management, communications oversight, due diligence, valuation and financial oversight, business case and development and operational planning for the deal.  Stuart R. Levine, Chairman and CEO, Stuart Levine & Associates will share case studies and expertise on how credit unions can review all aspects of the proposed merger transactions to ensure success, while continuing to successfully plan and execute strategy, develop leadership capacity and drive culture transformations while insuring good governance. 

 

BREAKOUT SESSIONS -Morning Sessions Repeat

MINI WORKSHOPS

Developing the Leaders Around You! Top Employee Retention
Lynn Giuliani, President, Progressions, Inc., Lyndon, WA

This session provides a solid foundation for leadership development and employee retention. When you empower your team and provide ongoing coaching and support with rewards your team unites and sales increase. Not all employees are created equal. This session helps you direct the super star, middle star and falling stars so that all progress and represent the CU effectively. At times we must "care enough to confront" and this session provides helpful tools and skills to do so. Our employees are the truest reflection of our brand...help them be their very best by attending this session.

Creating Raving Fans
Mark Conklin, Sr. Manager, Learning/Development, Chick-fil-A, Inc., Atlanta, GA

In this highly interactive session, Mark will share insights about Chick-fil-A history, culture and strategy that have helped Chick-fil-A become one of America’s most respected brands.  Participants will engage in dialogue, practical exercises, Q & A and more to ensure they can make practical application of learning to their own business.

BREAKFAST - Visit with Sponsors

WELCOME CENTER

Conference Registration
Sponsor Displays
Internet Cafe ~ Sponsored by MShift, Inc., PayPal, RightNow and Vantiv

GENERAL SESSION

This Isn’t the Company I Came to Work For: Leading Change and the Continuously Evolving Blueprint of Your Enterprise
Jeff Rendel, CSP, President, Rising Above Enterprises, Corona, CA

Change is here in many forms – new ventures, restructuring, mergers, acquisitions, culture shifts, career uncertainty, and more.  Whether it’s creative destruction or disruptive innovation, today’s business environment requires an unprecedented degree of inventiveness and agility, the decisive dividing line between change strategy and focused execution.  How does a change initiative deliver its promised value?  Well thought-out management of the operational aspects of corporate change, along with managers and executives overlooking involvement, reinforcement, participation, and communication can make your culture a competitive advantage.  

In the end, your people are leaders and will deliver.  Every day, they want to: think and act strategically; own their area of expertise; play a part in decision-making; and, understand the candid reality about their career and business.  In the past, conformity trumped innovation, hardly a breeding ground for great leaders of change.  Aligning corporate change initiatives with your employees’ desires to lead in their own jobs – as well as the needed operational adjustments – increases the success rate of any change.