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The CUInsight Network

CUInsight | Credit Union

Welcome to The CUInsight Network. In each episode we have wide-ranging conversations with thought leaders who support the credit union community. We identify issues and challenges facing credit unions and identify best practices. The goal of The CUInsight Network is to take a deeper dive with people and find the gems we can all learn and grow our credit unions from. Thank you for tuning in. Enjoy!

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  • S6 · E151
    August 21 · 23 min

    Invisible Plumbing - Tyfone

    “AI companies have incredible convenience and are working on trust. Credit unions have trust and are working on convenience. The only question is who gets there first.” – Siva Narendra Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Siva Narendra, CEO and Co-Founder of Tyfone who returns to the podcast after having previously been featured in episode 100. This time, he joins me to discuss how AI is changing financial services at an alarming rate and what that means for credit unions. Tune in as Siva shares why he believes trust remains credit unions' greatest advantage but also explains why that advantage won't last forever unless institutions rethink how they approach it. We talk about why simply adding AI-powered features isn't enough, how credit unions can remain central to members' financial lives, and why the race between trust and convenience is accelerating faster than many people even realize. Throughout our conversation, Siva and I also explore why he regards lending as one of the strongest long-term opportunities in the AI era, the growing importance of identity verification, and the security challenges that come with increasingly sophisticated AI tools. Along the way, he offers some practical insights into how Tyfone is building technology designed to help credit unions embrace innovation without compromising the relationships that have always set them apart. As we wrap up the conversation, Siva discusses the inventor who inspires him most, the surprisingly indispensable purchase that's become part of his daily routine, the podcasts he relies on to stay informed, and why gardening (and a daily commute with his wife) continues to help him maintain balance outside of work. Enjoy this conversation with Siva Narendra! Connect with Siva: Siva Narendra, CEO and Co-Founder of Tyfone tyfone.com Siva: LinkedIn Tyfone: LinkedIn | Facebook | Instagram | YouTube | Spotify (DIgital Panking Podcast) | X Show notes from this episode: Shout-out: AT&T Shout-out: Verizon Shout-out: Netflix Topic mentioned: Omnichannel Shout-out: ChatGPT Shout-out: Apple Shout-out: Abraham Lincoln Shout-out: Keurig Podcast mentioned: Planet Money Podcast mentioned: The Indicator from Planet Money Shout-out: Greg Michlig Topic mentioned: The Holocaust Shout-out: Siva’s in-laws Shout-out: Siva’s wife Previous guests mentioned in this episode: Siva G. Narendra (episode #100) In this episode: [1:17] - Hear how digital banking is Tyfone’s foundation for continuous innovation! [2:56] - Siva argues that credit unions need to close the personalization gap while holding onto their advantage in member trust. [5:58] - Siva explains how SDK-based customization can leave institutions isolated, while frontier AI offers more personalized financial insights. [8:10] - Generative AI requires strong authentication, data controls, observability, and guardrails to remain secure and relevant! [11:10] - Hear how lending still gives financial institutions an edge because of regulation, risk, institutional knowledge, and physical branches. [14:41] - As AI makes identities easier to fake, verifying people in person becomes more important than ever. [16:25] - Hear how Tyfone is working on authentication to help maintain trust as AI makes fraud easier. [18:22] - Hear why Siva admires Abraham Lincoln. [18:52] - Siva reveals what he loves about his Keurig coffee machine. [19:44] - Find out what podcasts Siva loves. [21:49] - Siva reminds us that physical branches, underwriting judgment, and loan officers remain irreplaceable assets that AI can't replicate.

  • S6 · E146
    August 19 · 30 min

    Trust - Gallagher

    “Trust is something that can only be built by consistently doing the right thing over an extended period of time.” - Jeremy DeBruin Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Jeremy DeBruin, Senior Area Vice President at Gallagher. Jeremy's story perfectly captures what sets the credit union market apart, and he shares how growing up in a blue-collar family shaped his outlook on work, leadership, and service—and why a pivotal moment from his childhood gave him an appreciation for a people-first philosophy. We discuss Jeremy's path into executive benefits, and the role Gallagher plays in helping credit unions hold onto exceptional leaders while remaining accountable long after a plan is put into place. Jeremy explains why his team is committed to providing guidance, administrative support, and follow-through for decades, ensuring credit unions have a trusted partner throughout the life of every plan! Throughout our conversation, we spend time discussing what the strongest organizations are doing to prepare for the future, from succession planning and attracting younger leadership to building cultures that encourage talented people to stay and grow. Jeremy offers some thoughtful insights into how trust is earned, why patience often leads to better decisions than chasing the latest trend, and how an entire team working behind the scenes helps deliver the consistency clients depend on year after year. As we wrap up the episode, Jeremy undergoes the usual round of rapid-fire questions, and he shares the leadership lessons that he learned from his father and longtime mentor Rich Brock. He also shares his fascination with mechanical watches, his favorite places to travel, the books that help keep his priorities in perspective, and why he remains deeply grateful to spend his career serving credit unions. Enjoy my conversation with Jeremy DeBruin! Connect with Jeremy: Jeremy DeBruin, Senior Area Vice President at Gallagher ajg.com Jeremy: LinkedIn Gallagher: LinkedIn | Instagram | Facebook | X | YouTube Show notes from this episode: Shout-out: Oakland Athletics Shout-out: New York Stock Exchange Shout-out: Jeremy’s parents Shout-out: Campbell’s Soup Shout-out: Dave Ramsey Shout-out: Bank of America Place mentioned: Sacramento, CA Place mentioned: New York City, NY Shout-out: Rich Brock Shout-out: Apple Place mentioned: Anchorage, AK Shout-out: Home Depot Book mentioned: Tuesdays with Morrie by Mitch Albom Book mentioned: Have a Little Faith by Mitch Albom Book mentioned: For One More Day by Mitch Albom Shout-out: Jeremy’s wife Shout-out: Jeremy’s kids Shout-out: Mother Teresa In this episode: [0:51] - Jeremy reflects on how his childhood fascination with the stock market sparked an early interest in finance. [2:46] - For Jeremy, watching his parents switch to a credit union inspired a lifelong appreciation for member-focused banking. [5:08] - Hear how a church mission and college connections led Jeremy to executive benefits and Gallagher. [7:37] - Gallagher helps credit unions retain leaders via benefits and support. [9:55] - Jeremy explains that future-ready credit unions prioritize younger boards, succession planning, and cultures which attract emerging leaders. [11:35] - Jeremy argues that maintaining trust requires consistent integrity, careful recommendations, and lasting client accountability. [14:05] - Jeremy points out how behind every executive benefit recommendation is a great deal of analytical work from an unseen support team. [16:30] - Gallagher prioritizes long-term administrative support for executive benefit plans lasting even decades after implementation. [18:47] - Learn why Jeremy looks up to his dad as a leader. [22:12] - Jeremy is enthusiastic about his love for mechanical watches. [23:11] - Jeremy reflects on how a hometown board meeting reminded him that volunteer directors represent ordinary members like his parents. [26:16] - We discover why Jeremy loves Mitch Albom’s books. [27:21] - Staying present with family and friends is Jeremy's main strategy for managing work-life balance. [28:58] - Jeremy remains deeply grateful to support credit unions whose mission positively impacts everyday people. Consulting and insurance brokerage services to be provided by Gallagher Benefit Services, Inc. and/or its affiliate Gallagher Benefit Services (Canada) Group Inc. Gallagher Benefit Services, Inc., a non-investment firm and subsidiary of Arthur J. Gallagher & Co., is a licensed insurance agency that does business in California as “Gallagher Benefit Services of California Insurance Services” and in Massachusetts as “Gallagher Benefit Insurance Services.” Securities offered through Osaic Wealth, Inc. member FINRA/SIPC. Osaic Wealth is separately owned and other entities and/or marketing names, products or services referenced here are independent of Osaic Wealth. Neither Osaic Wealth nor their affiliates provide accounting, legal or tax advice.

  • S6 · E150
    August 7 · 28 min

    Relationship-Focused - Strum Platform

    “The institutions we will see win with AI will be the ones that use it to become more human.” - Laurie Flanders Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Laurie Flanders, SVP of Client Experience & Growth at Strum Platform. She joins me for this episode to shed light on a common misconception about data: that collecting more of it automatically leads to better member experiences. Laurie challenges that assumption, exploring why data alone isn't enough. Instead, she explains what it takes for credit unions to transform information into meaningful action that delivers real value for members. She reflects on her unconventional career path from studying English to working in banking, risk management, branch operations, and ultimately helping credit unions strengthen relationships with members via technology. Throughout our conversation, Laurie explains why understanding data matters far more than simply having it and how disconnected systems often prevent institutions from delivering the experiences that members expect. We also discuss Strum Platform's new CRM built specifically for credit unions and why an approach focused on relationships looks very different from the sales-first CRMs that dominate the market. Laurie explains how bringing member information together in one place can help employees serve members more effectively without adding yet another complicated system to their daily workflow. As we wrap up the conversation, we turn to the timely topic of AI. Laurie makes the case that, rather than replacing employees, AI has the potential to eliminate tedious work, giving people more time to focus on what matters most: building genuine human connections. We discuss how credit unions can embrace emerging technology while staying true to the people-first philosophy that has always set them apart, and, of course, Laurie undergoes our usual round of rapid-fire questions. Enjoy this insightful conversation with Laurie Flanders! Connect with Laurie: Laurie Flanders, SVP of Client Experience & Growth at Strum Platform strumplatform.com Laurie: LinkedIn Strum Platform: LinkedIn Show notes from this episode: Shout-out: Lee Allen Shout-out: Laurie’s grandmother Place mentioned: Scottsdale, AZ Shout-out: MAC 2026 Conference Book mentioned: Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim Collins Shout-out: Laurie’s children In this episode: [1:02] - We learn that Laurie originally wanted to be a middle school English teacher. [2:00] - Laurie traces her journey from banking compliance to helping credit unions use member data. [5:59] - Laurie reveals how Strum Platform unifies member data to deliver more personalized financial guidance. [8:11] - Data creates value only when connected, understood, and turned into meaningful action. [11:02] - Strum Platform's CRM gives every employee a unified view in order to strengthen member relationships. [14:29] - Integrated systems improve personalized member service by keeping everyone on the same page. [16:23] - AI should ultimately empower employees by strengthening human relationships, not replacing them. [18:53] - Strum Platform will keep investing in AI, innovation, and partnerships to help credit unions thrive. [21:00] - Laurie cites her grandmother as a perfect example of an effective leader. [24:25] - Learn why Laurie recommends the book Good to Great. [25:31] - Laurie prioritizes being fully present for both her family and her career in order to maintain balance. [26:44] - Laurie argues that credit unions should use technology and data to strengthen relationships and guide future growth.

  • S6 · E148
    July 24 · 18 min

    Infrastructure First - Nexcess

    “Infrastructure used to be invisible. Now, it’s the brand. ” - Kamila Thompson Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Kamila Thompson, Senior Director of Growth at Nexcess. She comes on the show to discuss the way that we think about technology, trust, and the future of digital banking. Listen as we talk about protecting a credit union’s core system and why the systems surrounding it can have an even more profound impact on security, compliance, and the member experience. Throughout our conversation, Kamila explains how digital transformation has left many institutions managing vendors and integrations, creating complications that often are not understood until an examination or outage exposes the gaps. She shares some practical insights into why leaders need to explain the “why” of their technology in plain language, and we also discuss what organizations can do to better prepare for future exams while strengthening resilience behind the scenes. We explore how member expectations have changed over time—reliability is no longer defined by branch hours or friendly service alone but is measured by whether digital experiences work flawlessly when members need them. Kamila makes the case that infrastructure has become part of a credit union’s brand and that trust is built via consistent and dependable technology! As we wrap up the episode, Kamila looks ahead to AI-ready infrastructure, the growing role of purpose-built cloud environments, and why credit unions shouldn’t have to choose between innovation, compliance, and security. She also undergoes our usual round of rapid-fire questions, and you're going to want to tune in for her answers. Enjoy my conversation with Kamila Thompson! Connect with Kamila: Kamila Thompson, Senior Director of Growth at Nexcess nexcess.com Kamila: LinkedIn Nexcess: LinkedIn | YouTube Show notes from this episode: Shout-out: Indiana Jones Shout-out: Kamila’s daughter Shout-out: Star Wars Shout-out: Kamila’s grandfather Shout-out: Robbie’s grandfather Place mentioned: California Place mentioned: Washington Place mentioned: New York Place mentioned: New Jersey Place mentioned: Nashville, Tennessee Place mentioned: The Great Smoky Mountains Book mentioned: The MANIAC by Benjamin Labatut Shout-out: John von Neumann In this episode: [1:30] - Hear how Kamilla found an ideal fit at Nexcess, combining her passions for marketing, data, and secure infrastructure. [4:58] - Kamilla discusses how rapid digital transformation often leads to hidden compliance risks without a strong infrastructure foundation. [7:21] - It’s important for leaders to understand and document their digital infrastructure to meet regulatory expectations. [9:44] - Reliable digital infrastructure has become central to member trust, satisfaction, and long-term retention. [12:32] - For the foreseeable future, Nexcess will be focusing on AI-ready infrastructure, as it enables financial institutions to scale without sacrificing speed or compliance. [13:54] - We learn why Kamilla looked up to her grandfather. [15:11] - Traveling with Nexcess has inspired Kamilla to explore Nashville and the Smoky Mountains. [15:52] - Hear why Kamilla recommends the book The MANIAC by Benjamin Labatut. [16:46] - Kamilla explains how getting up early helps her maintain balance. [17:41] - In closing, Kamilla argues that lasting digital trust depends on reliable infrastructure, not just polished apps.

  • S6 · E145
    July 10 · 14 min

    Self-Issuance - i2c

    "Direct issuance offers credit unions the ability to have more touch points and connect with their members to help solve business challenges.” - Geoff Dean Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guests on today’s show are Dan Hanks, SVP of Global Product Management, and Geoff Dean, Director of Commercial Product Management - both of i2c Inc. They come on board for this episode to talk about how card programs can play a much bigger role in a credit union's long-term success than many people may realize, which is why more credit unions are taking a fresh look at self-issuance and how today's technology is making that option more accessible to institutions that may have ruled it out in the past. Throughout our conversation, we compare the traditional agent banking model with self-issuance, explaining some of the differences when it comes to control, profitability, and the overall member experience. Dan and Geoff discuss why owning more of the card program can help credit unions strengthen member relationships, respond more effectively to member needs, and protect the trust that sets them apart from larger financial institutions. They also explain why self-issuance isn't simply about issuing cards but is also about creating better products, offering more flexibility, and positioning credit unions to serve members in more meaningful ways. As we wrap up the episode, we explore how modern processing platforms support the ability to self-issue while also reducing many of the barriers that once made self-issuance difficult for smaller organizations. They offer some memorable closing remarks, persuading credit unions to leverage modern technology to incorporate self-issuance, stressing the importance of strengthening member relationships. Enjoy my conversation with Dan and Geoff! Connect with Dan & Geoff: Dan Hanks, SVP of Global Product Management at i2c Geoff Dean, Director of Commercial Product Management at i2c i2cinc.com Dan: LinkedIn Geoff: LinkedIn i2c: LinkedIn | Instagram Show notes from this episode: Place mentioned: Silicon Valley, CA Shout-out: Wells Fargo Shout-out: Apple Shout-out: Google In this episode: [1:03] - Hear how self-issuance gives credit unions more control and revenue opportunities as well as stronger products. [3:20] - Geoff adds that self-issuance strengthens member relationships while enabling customization and program control. [6:10] - Direct issuance helps credit unions resolve member needs faster via stronger relationships and better visibility. [8:18] - Dan argues that competitive self-issued cards help credit unions strengthen loyalty and protect valuable member relationships. [10:30] - Hear why it’s so crucial to find the right partner. [12:33] - In closing, credit unions should reconsider self-issuance, as modern solutions have made it viable for more institutions.

  • S6 · E144
    July 8 · 30 min

    Hidden Costs - Quavo

    ““A true strategic partner understands what your goals and challenges are and brings solutions and ideas on how to solve those problems.” – Rex Richardson Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes. He unpacks how his unexpected path into financial services led him through more than 17 years of direct experience in fraud, claims, and back-office operations before ultimately landing his current role. Listen in as Rex shares how early influences set the stage for a career built around understanding complex systems and the people they impact. Throughout our conversation, we dig into what the fraud and disputes space looks like behind the scenes, with Rex breaking down how Quavo approaches it from initiation through investigation, recovery, and resolution, while also leveraging automation, compliance, and emerging AI tools. The result is not just operational efficiency, but also a faster and more transparent experience for members who are often dealing with urgent financial concerns. Our conversation also turns to one of the biggest pressures that credit unions are facing today: rising amounts of disputes paired with staffing and budget constraints, and Rex walks us through why simply adding more people isn’t always sustainable, instead making the case for strategic partnerships that bring forth expertise, automation, and compliance support. We also explore the hidden costs that creep into inefficient systems such as longer resolution times, increased member contact, and growing operational strain that can quietly increase expenses. As we wrap up the episode, Rex reflects on what separates a true strategic partner from a traditional staffing solution, highlighting the importance of collaboration, problem-solving, and long-term alignment over short-term labor support. We close with a discussion on the integration of AI in fraud investigations, with Rex sharing how human-in-the-loop decision-making could help speed up resolutions while still maintaining oversight and accuracy. Enjoy this insightful conversation with Rex Richardson! Connect with Rex: Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes quavo.com Rex: LinkedIn Quavo: LinkedIn | Facebook | YouTube | X Show notes from this episode: Shout-out: Rex’s uncle Shout-out: Rex’s grandfather Place mentioned: Italy Place mentioned: Mexico City, Mexico Shout-out: Rex’s wife Place mentioned: Chicago, IL Book mentioned: The Lord of the Rings Trilogy by J.R.R. Tolkien Shout-out: Apple Shout-out: Rex’s kids In this episode: [0:54] - We learn that Rex once considered becoming a high school teacher. [1:57] - Rex entered banking via his uncle, later advancing into leadership roles across claims and operations before joining Quavo. [4:09] - Hear how Quavo helps simplify a complex, regulated claims industry. [7:03] - Strategic partners help credit unions manage fraud complexity, compliance, and scaling while improving efficiency and member experience. [10:59] - Rex explains how rising operational costs and delayed resolutions create hidden inefficiencies. [14:21] - True strategic partners provide strategy and solutions, unlike staffing firms that only supply workforce support. [17:10] - Rex discusses AI being developed to assist human decision-making in fraud investigations. [20:55] - Rex's grandfather’s leadership and customer engagement continue to affect how he interacts with others. [22:04] - Travel remains Rex's favorite way to splurge, especially immersive cultural experiences in cities like Mexico City and Chicago. [25:42] - Rex argues that turning off work notifications helps create real separation and restores life outside constant digital urgency. [28:35] - Credit unions should identify inefficiencies and consider strategic partners to help improve operations and member experience.

  • S6 · E143
    June 26 · 12 min

    What Matters Now - TruStage

    “Growth will not come from doing more of the same, but from deeply understanding and connecting with younger consumers.” - Opal Tomashevska Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Opal Tomashevska, Director of Multicultural Business Strategy at TruStage. She joins me for this episode to discuss TruStage’s 2026 “What Matters Now” study and its interesting findings, highlighting that sustainable growth in 2026 begins with recognizing that today’s consumers cannot be treated with a one-size-fits-all approach. Throughout our conversation, we talk about how younger consumers are reshaping expectations, why financial stability has become a bigger priority than traditional milestones for many Americans, and what credit unions could be missing when it comes to building meaningful relationships with diverse communities. Opal also shares some fascinating insights around neurodivergent consumers, including why they report higher levels of financial worry despite strong employment rates, as well as the continued rise of the “hustle economy” and what that means for financial institutions. As we wrap up the episode, we explore how consumers are researching financial products today, the growing influence of social media and AI, and why convenience alone isn’t enough to earn long-term loyalty, with Opal’s focusing on turning research into action. Rather than stopping at data and trends, she explains how credit unions can use these insights to better serve members, strengthen trust, and stand out in an increasingly crowded marketplace. I hope that you enjoy my conversation with Opal Tomashevska! Connect with Opal: Opal Tomashevska, Director of Multicultural Business Strategy at TruStage trustage.com Opal: LinkedIn TruStage: LinkedIn | Instagram | Facebook | YouTube Show notes from this episode: TruStage study mentioned: “What Matters Now” Shout-out: TikTok Shout-out: Apple Pay Shout-out: Google Pay In this episode: [0:55] - Opal argues that growth comes from understanding diverse younger consumers and meeting their evolving needs. [2:33] - Learn how research reveals shifting dreams, heightened neurodivergent worries, and a growing hustle economy. [5:39] - How can credit unions turn consumer insights into measurable growth? [6:25] - Every research finding is paired with practical actions which credit unions can put into place. [8:59] - Hear how consumers increasingly expect inclusivity and representation. [10:31] - Opal believes that sharing the credit union story can strengthen connections and drive membership.

  • S6 · E142
    June 24 · 19 min

    Build, Buy, or Partner - Allied Solutions

    “If we don't forget where we've come from, we're well positioned to continue to win share and growth in the future.” - Bill Gould Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Bill Gould, president of Allied Solutions. Our conversation today couldn’t be timelier, because since his last appearance on the podcast, Bill has stepped into the role of president at Allied Solutions, giving him an even broader view of the challenges and opportunities that credit unions face today. We kick off by talking about his journey, the remarkable story behind Allied Solutions, and how the company continues to help credit unions grow, protect what they’ve built, recover when challenges come up, and stay prepared for what comes next. Throughout our conversation, one theme that keeps coming up is the idea of “build, buy, or partner,” and Bill shares why there’s no one-size-fits-all formula for making those decisions. He explains how credit unions can determine which capabilities should remain core to their organization and which are better supported via outside expertise. In addition, Bill and I talk about one of the biggest realities facing the industry right now: growth through mergers, and Bill offers some practical insights into how credit unions can bring organizations together, thoughtfully integrate technology, and create member experiences that are consistent without losing sight of what makes each institution unique. As we wrap up the episode, we look ahead at the trends shaping the future, including AI, compliance, regulation, automation, and the increasing pace of change across financial services, and, of course, we, as always, get to know our guest a little more personally with a series of rapid-fire questions. Bill shares the leaders who have influenced him most, the books that have shaped his perspective, why family experiences are always worth the investment, and how he stays connected with loved ones despite a demanding travel schedule. Enjoy my conversation with Bill Gould! Find the full show notes on cuinsight.com. Connect with Bill: Bill Gould, President of Allied Solutions alliedsolutions.net Bill: LinkedIn Allied Solutions: LinkedIn | Facebook Show notes from this episode: Shout-out: Securian Financial Shout-out: Missy Eldridge Place mentioned: Saint Paul, Minnesota Place mentioned: Carmel, Indiana Place mentioned: Sarasota, Florida Shout-out: PortX Place mentioned: Denver, Colorado Place mentioned: Texas Shout-out: John Wooden Shout-out: Minnesota Timberwolves Place mentioned: Indiana Shout-out: WNBA Shout-out: Caitlin Clark Shout-out: Bill’s family Shout-out: Robbie’s kids Place mentioned: Québec City, Québec; Canada Place mentioned: Europe Place mentioned: Atlantic Ocean Book mentioned: Execution: The Discipline of Getting Things Done by Larry Bossidy & Ram Charan Book mentioned: Good to Great by Jim Collins Book mentioned: Rewired: The McKinsey Guide to Outcompeting in the Age of Digital and AI by Eric Lamarre, Kate Smaje, & Rodney Zemmel Place mentioned: Washington Previous guest mentioned in this episode: Bill Gould (episodes 1 & 42) In this episode: [0:55] - Bill reflects on how transitioning to Allied expanded his ability to serve credit unions. [2:00] - Founded by Missy Eldridge, Allied helps credit unions grow, protect, recover, and evolve. [5:22] - Bill argues that credit unions should strategically balance building, buying, and partnering based on unique strengths. [7:44] - Partnerships such as PortX help speed up integration and lend innovation and operational flexibility. [10:36] - Hear how Allied helps merging credit unions align systems and programs while also preserving member value. [11:44] - Bill reveals that, for the future, Allied is focused on mergers, AI, regulations, and evolving member expectations. [13:39] - For Bill, leaders such as Missy Eldridge and John Wooden exemplify tenacity and excellence! [14:48] - Family travel remains Bill’s favorite investment, while work trips offer opportunities for exploration! [16:16] - Listen as Bill recommends several different books. [17:09] - Bill believes that balancing a personal life with a professional one requires efficiency, intentionality, and maximizing work-travel opportunities. [18:22] - Future success depends on balancing growth, risk, transformation, and member-focused values!

  • S6 · E141
    June 12 · 31 min

    Trust Moments - Casap

    “I'm so passionate about creating a world where fraud is rare and trust between a member and their credit union is a given.” - Shanthi Shanmugam Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Shanthi Shanmugam, CEO of Casap. She joins me for this episode to discuss the winding path that took her from studying computer science at UC Berkeley to helping credit unions rethink one of the most stressful moments in the member experience: disputes. Throughout our conversation, Shanthi makes it evident that she is passionate about building technology that feels human. She shares stories from her time at Facebook and Robinhood, including the moment when she realized that she wanted to spend her career solving problems that genuinely matter to people. Hear how that mindset eventually led to the formation of Casap, an AI-powered platform helping credit unions reduce fraud losses, improve dispute resolution, and strengthen member trust without losing the human judgment these situations often require. We also dig into why disputes are far more than just operational headaches, with Shanthi explaining why they’re “trust moments” that can determine whether a member stays loyal to their financial institution or walks away entirely. As we wrap up the episode, Shanthi talks about her love for custom suits, Bollywood dancing, Colorado Springs, and why Stephen Covey’s The 7 Habits of Highly Effective People still resonates with her years after first reading it. Enjoy my conversation with Shanthi Shanmugam! Find the full show notes on cuinsight.com. Connect with Shanthi: Shanthi Shanmugam, CEO of Casap shanthi@casaphq.com casaphq.com Shanthi: LinkedIn Casap: LinkedIn Show notes from this episode: Film mentioned: Ratatouille Character mentioned: Remy Book mentioned: The 7 Habits of Highly Effective People by Stephen Covey In this episode: [1:00] - When she was young, Shanthi dreamed of traveling worldwide through dance and teaching others to love it. [2:27] - After Berkeley and Facebook, Shanthi pursued product work that was focused on meaningful human impact. [5:01] - Learn how ChatGPT inspired Shanthi to launch Casap and reimagine trust-centered fraud prevention. [8:16] - Hear how Casap helps credit unions improve member experiences and reduce fraud via AI-powered dispute management. [11:13] - Shanthi identifies three major gaps in the dispute process - starting with credit unions needing more transparent support. [12:36] - The second gap is fragmented systems which weaken fraud decision-making. [13:57] - Thirdly, better dispute insights are needed to differentiate between legitimate cases and attempted fraud. [15:09] - Shanthi points out that disputes become defining moments that shape long-term member loyalty and retention. [17:49] - Shanthi illustrates the difference between agentic AI and other AI tools. [20:28] - I praise Casap for balancing fast automation with compassionate human support. [21:08] - Casap aims to become credit unions’ broader AI operating system beyond just dispute management. [23:24] - Hear why Shanthi credits her mother with being a good leader. [25:36] - Shanthi reflects on a trip to Colorado Springs which offered her a refreshing conference experience outside the usual Vegas routine. [26:39] - Shanthi empathically believes that everyone should read The 7 Habits of Highly Effective People by Stephen Covey. [27:14] - Shanthi reveals that monthly check-ins help her balance rapid company growth with family and personal priorities. [29:49] - Shanthi expresses gratitude for credit unions.

  • S6 · E140
    May 29 · 22 min

    Persona Shift - evok credit union marketing

    “Start simple and stay curious.” - Larry Meador Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Larry Meador, CEO of evok credit union marketing. Our conversation goes far beyond marketing buzzwords and demographic charts, with Larry sharing how a kid obsessed with commercials and creativity eventually found his way into advertising and the credit union world. Along the way, hear the wildly scrappy origin story behind evok! Throughout our conversation, Larry explains why demographics alone don’t tell the full story and why understanding motivations, anxieties, habits, and emotional triggers matters so much more than simply targeting “women 35 to 54.” We talk about the difference between target audiences and personas, how digital personalization has completely changed member expectations, and why credit unions can’t afford to sound generic anymore. Larry also breaks down how his team helps credit unions identify who they’re already connecting with, where future opportunities exist, and how behavior-driven marketing can help strengthen loyalty in an era when consumers can move money with simply a few taps on their phones. As we wrap up the episode, Larry talks about why travel makes him a better marketer, the lessons that he has learned from coaches and family members, and why communication sits at the center of great leadership. Enjoy my conversation with Larry Meador! Find the full show notes on cuinsight.com. Connect with Larry: Larry Meador, CEO of evok credit union marketing evokad.com Larry: LinkedIn evok: LinkedIn | Facebook | Instagram | X Film mentioned: Jerry Maguire Film mentioned: Other People’s Money Book mentioned: The Art of Client Service by Robert Solomon Book mentioned: What Drives Winning: Building Character Gets Results. Here's How. by Brett Ledbetter Book mentioned: Meditations by Marcus Aurelius In this episode: [0:58] - Hear how childhood creativity and fascination with commercials eventually led Larry into marketing and storytelling. [2:38] - Larry reflects on how a nontraditional career path and guerrilla marketing tactics helped launch evok. [4:33] - evok blends creativity and analytics to uncover members’ emotional financial decision-making drivers. [6:47] - Larry argues that personas reveal behavioral motivations, enabling more personalized member communication. [8:31] - Larry believes that personalized, relevant messaging helps credit unions compete through stronger member connection and loyalty. [10:37] - Effective persona development starts by understanding your existing members and opportunities for growth. [12:56] - Larry argues that persona-driven messaging strengthens relationships by anticipating members’ needs and life stages. [15:48] - What is evok's focus for the future? [17:42] - Hear how travel broadens Larry’s cultural understanding, creativity, and perspective as a marketer! [19:42] - Larry mentions several books that he thinks everyone should read. [20:24] - Larry asserts that entrepreneurial “balance” comes via integrating family, fitness, reading, and creative recovery time. [21:21] - In closing, authenticity and human connection give credit unions opportunities to compete beyond size and technology.

  • S6 · E139
    May 15 · 22 min

    Strive to Delight - LemonadeLXP

    “Strive to delight … it's a great ethos to live by.” - John Findlay Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is John Findlay, CEO of LemonadeLXP. He sits down with me to talk about learning, curiosity, and why most workplace training completely misses the mark. He shares his path to CEO, opens up about being labeled a “terrible student”, and how he knew early on that he was meant to build something of his own. From launching businesses right out of high school to using gamification before it even had a name, his story is a reminder that unconventional paths can lead to meaningful innovation. Throughout our conversation, we spend a lot of time discussing a problem that feels almost universal: when learning feels like a chore, people check out, but when it’s designed to be interactive and even enjoyable, that becomes a different story. We also get into how AI is changing the equation—not in a vague, buzzwordy way but in practical terms such as how it can reduce onboarding time, offer answers in real moments of need, and help organizations retain knowledge. As we wrap up the episode, John goes through our usual round of rapid-fire questions, revealing that he is a self-proclaimed “geopolitics nerd”, and why he recommends an especially “epic” book. Enjoy my conversation with John Findlay! Find the full show notes on cuinsight.com. Connect with John: John Findlay, CEO of LemonadeLXP lemonadelxp.com John: LinkedIn LemonadeLXP: LinkedIn | Instagram | Threads | YouTube | TikTok | X

  • S6 · E138
    May 1 · 15 min

    Know Your Members - Abrigo

    “If you understand your members, you'll know what products and services to offer.” - Rob Newberry Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Rob Newberry, Senior Consultant at Abrigo. Rob’s story begins about as far from finance as you can get—on a dairy farm in rural Iowa. His perspective was shaped not by what he wanted to become, but by what he knew he didn’t, and that path eventually led him from an entry-level role in the mortgage industry, to a VP position at Wells Fargo, and later to building a company of his own focused on supporting credit unions and community banks! In our conversation, Rob calls attention to something that feels increasingly rare in financial services: genuine human connection. He deconstructs why relationship lending still matters and why the best lenders aren’t the ones chasing the lowest rate but rather the ones who truly understand their members. His “Know Your Members” mindset is a practical way to think about risk, retention, and long-term value. We also get into the conflict that can come up between efficiency and authenticity. With AI reshaping workflows on the daily—from loan write-ups to risk analysis—Rob offers a fresh but grounded take on what technology can and can’t do. As we wrap up the episode, Rob shares his thoughts on effective leadership, where in the world he would like to travel, and his love for live music. Enjoy my conversation with Rob Newberry! Find the full show notes on cuinsight.com. Connect with Rob: Rob Newberry, Senior Consultant at Abrigo abrigo.com Rob: LinkedIn Abrigo: LinkedIn Book mentioned: StrengthsFinder 2.0 by Gallup Film mentioned: The Terminator

  • S6 · E137
    April 17 · 25 min

    Mergers - CUCollaborate

    “I can have significance in my life and my career in terms of helping credit unions and in some small way leave the world in a better place.” - Chris Tissue Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Chris Tissue, Chief Operating Officer at CUCollaborate, and he joins me for this episode to discuss something that can really spark some strong opinions across the industry—mergers. Listen in as he shares how his career path (from growing up in Pittsburgh in a family of entrepreneurs to working at Callahan & Associates, Deloitte, and Grant Thornton) eventually led him back to the credit union movement and into a role where he helps institutions think strategically about growth. In our conversation, we start with Chris’s early career journey and how a liberal arts graduate who once dreamed of entrepreneurship found himself immersed in the credit union world. That experience ended up coming full circle when he joined a former colleague to build out the consulting practice at CUCollaborate. Along the way, he and I discuss what the organization does day-to-day, and we also, of course, spend a good portion of the conversation discussing mergers, with Chris explaining how the industry historically viewed mergers as emergency solutions for struggling institutions. Nowadays, however, more financially healthy credit unions are considering mergers as a strategy to compete effectively and invest in the future, and Chris shares how his team approaches this work with a clear principle in mind: if a merger doesn’t meaningfully benefit members, it just should not happen. As we wrap up the episode, we touch upon Chris’s craft beer passion, the leadership influence of his grandfather, why Chicago in the summer tops his travel list, and more! Enjoy my conversation with Chris Tissue! Find the full show notes on cuinsight.com. Connect with Chris: Chris Tissue, Chief Operating Officer at CUCollaborative cucollaborate.com Chris: LinkedIn CUCollaborate: LinkedIn Book mentioned: Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity by Kim Scott Book series mentioned: The Witcher

  • S6 · E136
    April 3 · 17 min

    Activation Gap - Swaystack

    “The exciting part of life is innovating—creating, filling the gap where previously there was a void.” - Har Rai Khalsa Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Har Rai Khalsa, Co-Founder and CEO of Swaystack. He joins me for a conversation about a challenge which many credit unions quietly wrestle with: turning new accounts into real, active relationships. Har Rai’s path into fintech wasn’t exactly the one he imagined as a kid. Like a lot of young athletes, he once pictured himself going pro, inspired by legends such as Derek Jeter. Instead, his career began in lending, where he spent years learning the mechanics of onboarding, underwriting, and the systems which power financial institutions. He also explains how that experience eventually led him to build technology solutions for financial institutions and ultimately launching Swaystack. In our conversation, Har Rai shares how his team approached building their company and how—rather than assuming that they knew what credit unions needed—they began by asking a lot of questions. In their early conversations with credit unions, a surprising theme revealed itself: growth wasn’t actually the real problem. Many institutions were opening plenty of accounts, but far too many of those accounts were going inactive within months. We discuss why those first 90 days after opening an account are so incredibly important. Hear how onboarding responsibilities are scattered across departments such as marketing, retail, lending, and digital—yet no one actually owns the outcomes that matter most: balances, transactions, and direct deposit adoption. As we wrap up the episode, Har Rai talks about how he appreciates a nice car, the cities he loves to visit, a book recommendation, and more! I hope that you enjoy my conversation with Har Rai Khalsa! Find the full show notes on cuinsight.com. Connect with Har Rai: Har Rai Khalsa, Co-Founder and C.E.O. of Swaystack swaystack.com Har Rai: LinkedIn Swaystack: LinkedIn

  • #135
    March 20 · 21 min

    Cover Your Assets - ClaimStinger

    “You make the best of what you've got, and you document it and you protect people. It can make a humongous difference in families that might be struggling right now.” - James Bishop Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is James Bishop, founder of ClaimStinger. ​​His story doesn’t start out in a boardroom but rather in Southern Colorado playing cowboy on a dude ranch, then repairing hail-damaged cars, then running a shop, and finally asking a critical question: Why is the insurance process so confusing, so slow, and so stacked against everyday people? From that question, ClaimStinger was born, and what James is building now has serious implications for credit unions, their members, and the way vehicle assets are protected. In our conversation, James and I discuss the quiet documentation gaps that cost members thousands of dollars. James explains why insurance companies are increasingly denying claims due to missing photo evidence, how that drains equity from vehicles, and why credit unions feel the ripple effects in their loan portfolios. James walks us through the concept of “the birthdate of a loan,” and we also dig into what happens when members are left alone to deal with adjusters, estimates, and confusing checks that never quite cover the damage. James shares some actual stories from his repair shop—people driving devalued cars for over a year because they’re scared, stuck, or unsure what to do next. His proposed solution to this problem is to pair simple, plug-and-play technology with education that empowers credit union teams and members alike! As we wrap up the episode, James talks about the grandmother who mentored him, the grandsons he’s investing his time in, his love of museums and sci-fi, and why “playing in the dirt” is his version of balance. This conversation is about a lot more than just software; it’s about protecting what people work hard for and making sure that no one feels stranded when life throws a curveball. Enjoy my conversation with James Bishop! Find the full show notes on cuinsight.com. Connect with James: James Bishop, founder of ClaimStinger claimstinger.com James: LinkedIn ClaimStinger: LinkedIn | YouTube Want to hear more from James? Click here.

  • #134
    March 18 · 31 min

    Strategic Problem Solving - SRM

    “I love what credit unions stand for. I think we continue to provide relevancy and value to communities and our members.” - Cisco Malpartida Smith Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today's show is Cisco Malpartida Smith, Managing Director of Strategic Advisory at SRM. We discuss the future of credit unions and the strategic thinking that is needed to keep the movement strong, and Cisco shares the story of how his career began in a remarkable way, starting a student-run credit union while serving as student body president in college. He touches upon how that experience set him on a path that would eventually lead to CEO roles, strategic leadership positions, and advising institutions across the country! In our conversation, Cisco walks us through the work that he does today helping credit unions solve complex strategic problems, especially when it comes to growth. One of the biggest challenges that he covers is the rising average age of credit union members. Cisco explains why this causes financial pressure, with older members typically saving more and borrowing less. He also explains a strategy that he has spent decades refining—connecting credit unions with colleges and universities to reach the next generation of members. As we wrap up the episode, Cisco reveals a huge leadership influence on him, what he thinks about maintaining balance between career, family, and community service, and so much more! Perhaps most importantly, he shares an incredibly powerful strategy that has shaped his thinking: the idea of creating meaningful differentiation so that credit unions aren’t simply competing in the same crowded marketplace as everyone else. I hope that you enjoy my conversation with Cisco Malpartida Smith! Find the full show notes on cuinsight.com. Connect with Cisco: Cisco Malpartida Smith, Managing Director of Strategic Advisory at SRM srmcorp.com Cisco: LinkedIn SRM: LinkedIn | Facebook | YouTube | X Book mentioned: Blue Ocean Strategy by W. Chan Kim & Renée Mauborgne

  • S6 · E133
    March 6 · 12 min

    CU Unplugged - DCUC & KFCU

    “We engage … and encourage more thinking, more ideas, more innovation.” - Tony Hernandez Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guests on today's show are Anthony “Tony” Hernandez, President and CEO of the Defense Credit Union Council and a retired U.S. Air Force Colonel, along with Maggie Sayer, President and CEO of Keys Federal Credit Union and DCUC Board Chair. They join me for this episode of the podcast to discuss CU Unplugged! CU Unplugged is not your standard conference with a ballroom, a rigid agenda, and politely timed applause. CU Unplugged is intentionally unstructured without keynote headliners or prepackaged talking points. As Tony puts it, the attendees are the agenda. In our conversation, we cover why collaboration is the credit union movement’s superpower and why traditional formats don’t always give that superpower room to work. Maggie shares why the open-to-all approach matters so much to her, especially coming from an IT background before becoming a CEO. With facilitators guiding so many outcomes and, of course, AI capturing key discussions, CU Unplugged isn’t just talk; it’s truly a launchpad in that insights from this event will directly shape breakout sessions at DCUC’s annual conference! As we wrap up the episode, we also get into timely issues such as, again, AI, crypto, governance, and what “AI” even means in practice. The smaller, intentionally designed setting of CU Unplugged creates space for honest questions and renewed curiosity! By the end of our conversation, one theme absolutely stands out: energy - energy, confidence, and the motivation to not just absorb ideas but to also carry them back, share them, and lead with them! Enjoy my conversation with Tony and Maggie! Find the full show notes on cuinsight.com. Connect with Anthony: Anthony R. Hernandez, President & C.E.O. of Defense Credit Union Council; Ret. USAF Colonel dcuc.org Anthony: LinkedIn DCUC: LinkedIn | Facebook | YouTube Connect with Maggie: Maggie Sayer, President & C.E.O. of Keys Federal Credit Union; DCUC Board Chair; Navy / Coast Guard Representative keysfcu.org Maggie: LinkedIn KFCU: LinkedIn | Facebook | Instagram | X | YouTube

  • #132
    February 25 · 18 min

    Agentic AI - Scienaptic AI

    “We know that trust is non-negotiable.” - Vinay Bhaskar Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guests on today’s show are Patrick McElhenie, Chief Growth Officer and Vinay Bhaskar, Chief Operating Officer of Scienaptic AI. We discuss where lending is headed and why the next leap in AI could fundamentally change how credit unions operate. In our conversation, Patrick and Vinay explain how Scienaptic helps credit unions approve more loans while reducing risk and improving members’ experiences. We learn how Scienaptic’s platform considers the full life cycle of the member so that decisions are not isolated. We then dig into the main topic of the episode: agentic AI, with Patrick breaking it down into simple terms for us. While traditional AI helps answer “Should we approve this loan?” agentic AI asks, “What should we do next?” Agentic AI can coordinate workflows across systems while keeping humans firmly in control. As we wrap up the episode, Vinay also shares where credit unions will first feel the impact, especially within the first 60-90 days. He projects fewer false declines, more targeted engagement, and teams spending less time chasing data and more time working directly with members. We talk about explainability, audit trails, compliance guardrails, and what “governed autonomy” really looks like in practice. Finally, in closing, Patrick shares what he sees for Scienaptic’s future on the road ahead. Enjoy my conversation with Patrick McElhenie and Vinay Bhaskar! Find the full show notes on cuinsight.com. Connect with Patrick: Patrick McElhenie, Chief Growth Officer at Scienaptic AI scienaptic.ai Patrick: LinkedIn Scienaptic AI: LinkedIn | YouTube Connect with Vinay: Vinay Bhaskar, Chief Operating Officer at Scienaptic AI scienaptic.ai Vinay: LinkedIn Scienaptic AI: LinkedIn | YouTube In this episode: [1:11] - Patrick explains how Scienaptic enables fair, inclusive lending that boosts growth without increasing operational burden. [4:14] - Vinay reveals that their platform delivers consistent, context-driven decisions across the entire member journey. [6:52] - Hear how agentic AI moves lending from recommendation to coordinated, human-guided action. [10:08] - Early gains include faster approvals, fewer false declines, and real-time portfolio action. [13:17] - Vinay adds that built-in governance ensures explainability, auditability, and human oversight in every AI decision. [15:56] - With governed autonomy, credit unions control automation while strengthening member relationships [17:02] - Patrick discusses some of Scienaptic’s plans for the future.

  • S6 · E131
    February 20 · 23 min

    The Messy Middle - Coviance

    “Whoever provides the ultimate user experience wins at the end of the day.” - Omar Jordan Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Omar Jordan, founder and CEO of Coviance. He shares how an unconventional path, fueled by curiosity, problem-solving, and what he openly calls “extreme ADHD,” led him from subprime lending in the early 2000s to founding what’s now Coviance! His story that he shares in this episode is truly a reminder that the credit union movement has always attracted people who see friction and feel compelled to fix it. In our conversation, Omar and I talk about his early days and what he learned when the economy collapsed—the culture shock that he experienced when he first stepped into credit unions and saw how many processes were still held together by spreadsheets, sticky notes, and fax machines. Omar realized that members weren’t frustrated by rates or products nearly as much as they were confused by silence, delays, and a lack of transparency once they clicked “submit.” We also discuss what he calls the “messy middle” of lending, spending time on why modernizing home equity isn’t about swapping out a LOS but is about questioning old assumptions that no longer serve members or staff. We also get into a topic that can make people uncomfortable: pricing, with Omar making a strong case that members aren’t chasing cheap but are chasing clarity, speed, and service! As we wrap up the episode, Omar shares lessons learned from building a company, raising kids, and realizing that success looks different at 25 than it does at 45. He even reveals what was on his Spotify Wrapped this past year! Enjoy my conversation with Omar Jordan! Find the full show notes on cuinsight.com. Connect with Omar: Omar Jordan, founder and C.E.O. of Coviance coviance.com Omar: LinkedIn Coviance: LinkedIn | Facebook | X

  • S6 · E130
    February 6 · 19 min

    Effective Cybersecurity - Synergent

    “Cybersecurity really is just another risk. I think where we complicate it sometimes is in the language we use to talk about it.” - Steve Torino Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Steve Torino, Chief Information Security Officer at Synergent. Steve’s path to cybersecurity was not a straight line, and he didn’t grow up dreaming about credit unions or information security. What stayed constant, though, was a deep curiosity about technology and how systems work, which eventually carried him from community banking to national payment processing and ultimately to Synergent. In our conversation, we spend a lot of time talking about what effective cybersecurity governance actually looks like for credit unions and why it is so important. Steve breaks down how governance starts at the board level, how expectations flow through management, and why cybersecurity should be treated like any other form of enterprise risk. We also dig into collaboration and information sharing—one of the credit union movement’s biggest strengths, and Steve points to leagues and professional groups as ways that credit unions can learn from one another. As we wrap up the episode, Steve talks about the mentor that influenced his life, how he loves traveling to Dallas, recommends a cybersecurity book that every can use, and more! Enjoy my conversation with Steve Torino! Find the full show notes on cuinsight.com. Connect with Steve: Steve Torino, Chief Information Security Officer of Synergent synergentcorp.com Steve: LinkedIn Synergent: LinkedIn | Facebook | YouTube Book mentioned: Cybersecurity for Everyone by Cathy Olieslaeger

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