“Member experience is everybody’s responsibility because every employee has an impact on member experience.” - Laura Loy

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 Laura Loy, Chief Experience Officer at On the Mark Strategies. Laura helps credit unions sharpen their strategies and marketing in order to build stronger, more resilient organizations. She takes us inside On the Mark’s approach to creating consistency in the member journey.

In our conversation, Laura explains how On the Mark Strategies helps credit unions create consistency in every member interaction and breaks down what she calls the “four success markers”. We also talk about staying ahead of industry shifts, what’s changing for credit unions right now, and how CUs can adapt in advance rather than play catch-up later on.

As we wrap up the episode, Laura talks about her great boss, her love of the book “The Let Them Theory” by Mel Robbins, and talks about the importance of manifesting work/life balance. Enjoy my conversation with Laura Loy!

Find the full show notes on cuinsight.com.

Connect with Laura:
Laura Loy, Chief Experience Officer at On the Mark Strategies
markarnold.com
Laura: LinkedIn
On the Mark Strategies:: LinkedIn | YouTube

Want to learn more about On the Mark Strategies? Click here.

“When done responsibly, student loans can be one of the most important and empowering investments someone can make in themselves.” - Scott Patterson

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 Scott Patterson, President and CEO of CU Student Choice. He joins me to discuss a wide range of topics from his eighth-grade adventures in China to pioneering the early virtual presence of credit unions via Callahan & Associates, as well as the innovation that he has cultivated via his current position at Student Choice.

During our conversation, Scott discusses the origins of CU Student Choice, we explore the increasing importance of gap financing, and we talk about potential policy changes under the current administration and how CU Student Choice is positioning itself to support CUs through whatever comes next. Scott also gives us a behind-the-scenes look at OPAL, their newly launched $8 million loan origination platform that’s changing the game for student lending.

As we wrap up the episode, Scott gives us an inside look at his love for pinball machines, San Antonio, and a certain sci-fi novel from the '90s. Enjoy my conversation with Scott Patterson!

Find the full show notes on cuinsight.com.

Connect with Scott:
Scott Patterson, President & CEO of CU Student Choice
studentchoice.org
Scott: LinkedIn
CU Student Choice:: LinkedIn | Facebook | Instagram | X

Want to learn more about CU Student Choice? Click here.

“Always have an open mind. Be prepared to try something new because you never know what you might like.” - Stuart Bain

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 Stuart Bain, Senior Vice President of Alacriti, who joins me for this episode of the show to talk about how his unexpected career path took him from geology to banking, and ultimately to fintech leadership.

During our conversation, we discuss how outdated loan payment systems can frustrate members and leave burdens on staff. Stuart shares how Alacriti’s solutions—such as real-time integration and self-service options—are truly changing the way credit unions handle payments. We also touch upon the role of instant payments and request-for-pay technology, exploring how they could replace outdated processes.

As we wrap up the episode, Stuart talks about a great leader in his life, and his love for classic cars and Hattie B's Hot Chicken. He also discusses the importance of having separate work and personal cell phones. Enjoy my conversation with Stuart Bain!

Find the full show notes on cuinsight.com.

Connect with Stuart:
Stuart Bain, Senior VP at Alacriti
alacriti.com
Stuart: LinkedIn
Alacriti:: LinkedIn | Facebook | Instagram | X | Threads

“Be patient. Get answers. Find trusting partners. Enjoy and trust the process.” - Kraig Klinkhammer

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 Kraig Klinkhammer, Executive Vice President of Gallagher Executive Benefits Team at Gallagher, who joins me to discuss credit union executive benefits. Kraig reflects on his childhood dream of one day becoming a pilot and how his love for numbers and strategy led him to pivot toward a fulfilling career helping credit unions attract and retain talent via customized benefit plans.

During our conversation, we explore the challenges that credit unions face in today’s competitive world. Kraig offers insights into how his team supports credit unions by designing and servicing long-term benefit plans, highlighting the importance of trust, partnership, and ongoing service. Kraig also provides a behind-the-scenes look at Gallagher, a nearly 200-year-old company with the personal touch of a smaller organization, emphasizing the important role of experience, people, and commitment when selecting a benefits partner.

As we wrap up the episode, Kraig discusses the professor who challenged him to humanize finance and his love for the creature comforts of home. He also shares his appreciation for the history of the east coast. Enjoy my conversation with Kraig Klinkhammer!

Find the full show notes on cuinsight.com.

Connect with Kraig:
Kraig Klinkhammer, Executive VP of Gallagher Executive Benefits Team
ajg.com
Kraig: LinkedIn
Gallagher: LinkedIn | Facebook | Instagram | X | YouTube

"Instant payments are going to improve member experiences and better meet expectations." - Dr. 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 Dr. Siva Narendra, CEO at Tyfone, who joins me to help explore the fascinating intersection of technology, security, and digital banking. Siva shares how he dreamed of being an artist, but his passion for problem-solving led him down a path involving engineering, energy-efficient systems, mobile payments, and ultimately to Tyfone.

During our conversation, we discuss how Tyfone has become a leader in creating secure, frictionless experiences for credit unions and their members. Siva also shares how the company takes on challenges such as account takeover fraud, instant payments, and using A.I. for smarter, more intuitive member experiences.
You’ll hear about Tyfone’s groundbreaking use of deterministic security, which greatly decreases the risk of fraud while maintaining user-friendliness, as well as Tyfone's leadership in instant payments via tools such as FedNow.

As we wrap up the episode, Siva talks about the tech leader who resonates most with him and how he’s excited to play around with NVIDIA’s agentic A.I. devices. He also talks about his favorite city (other than Portland) and shares his best life hack for work-life balance. Enjoy my conversation with Dr. Siva Narendra!

Find the full show notes on cuinsight.com.

Connect with Siva:
Dr. Siva Narendra, CEO at Tyfone
tyfone.com
Siva: LinkedIn
Tyfone: LinkedIn | Facebook | Instagram | X | YouTube | Podcast

“The better we understand ourselves, the better we can understand others.” - Oscar Porras

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 Oscar Porras, Senior Consultant of Diversity, Equity, and Inclusion at Humanidei. Oscar talks about how he dreamed of becoming an architect but ultimately found his true calling in the credit union industry. With over two decades of experience, Oscar worked across a variety of roles, from teller to branch manager, before finally choosing to commit to creating meaningful change.

During our conversation, Oscar and I explore how Humanidei works to support credit unions in becoming more inclusive and reflective of their communities by developing strong leadership teams and fostering diverse cultures. Oscar offers his insights into building an inclusive leadership pipeline, highlighting why equity and mentoring programs are so important. He also dives into shifting from an assimilation mindset to an integration approach.

As we wrap up the episode, Oscar talks about his love for his father’s old pickup truck and the Oregon Ducks. He also talks about the importance of work-life balance and disconnecting from the online world. Enjoy my conversation with Oscar Porras!

Find the full show notes on cuinsight.com.

Connect with Oscar:
Oscar Porras, Senior Consultant of Diversity, Equity, and Inclusion at Humanidei
humanidei.com
Oscar: LinkedIn
Humanidei: LinkedIn | Facebook | Instagram | X

“We're going to deliver a blueprint for what we know works in our partnerships.” - Aaron Melnarik

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 Aaron Melnarik, Senior Vice President and Director of Client Relationships at Elan Credit Card. We explore his 23-year career, including how he’s helped credit unions deliver value through innovative credit card programs. Listen as we talk about credit union partnerships and how Elan Credit Card helps maximize credit union growth. 

During our conversation, Aaron discusses what it takes to build and maintain successful partnerships in today’s competitive financial landscape. He explains how Elan Credit Card supports credit unions at every stage of the partnership, from launching programs, providing ongoing training, and using technology like APIs to revamp mobile apps.

As we wrap up the episode, Aaron talks about his dad being the most influential leader in his life, golfing with his family, and his love of the Carolinas. Enjoy my conversation with Aaron Melnarik!

Find the full show notes on cuinsight.com.

Connect with Aaron:
Aaron Melnarik, SVP and Director of Client Relationships at Elan Credit Card
www.cupartnership.com
Aaron: LinkedIn
Elan Credit Card: LinkedIn

“We spend our time educating credit unions about using SERPs to attract and retain the talent they need to remain competitive.” - Bernie Winne

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 Bernie Winne, Regional VP of Modern Capital Executive Solutions. Bernie shares candidly about his entry into credit unions, and the decades-long career that followed, spanning various roles including CEO of the Boston Firefighters Credit Union. Modern Capital works with credit unions to provide cost-effective benefits plans designed to attract and retain talented leaders.

During our conversation, Bernie discusses the core functions of Modern Capital, and how their investments can provide credit unions with better returns when used for executive compensation, charitable donations, and employee benefits. Bernie talks about the strategic importance of Supplemental Executive Retirement Plans (SERPs) as a critical tool for attracting and retaining top executive talent. He explains how Modern Capital tailors its approach to meet credit unions where they are, whether they're already adept in their investment strategies or just beginning to explore them.

As we wrap up the episode, Bernie talks about a great leader he learned from, the one experience he loved spending money on each year, and his favorite city to visit. Enjoy my conversation with Bernie Winne!

Find the full show notes on cuinsight.com.

Connect with Bernie:
Bernie Winne, Regional VP of Modern Capital Executive Solutions
moderncap.com
Bernie: LinkedIn
Modern Capital Executive Solutions: LinkedIn | Facebook

“Our goal is to help credit unions advance in their digital technology journey.” - Wes Zauner

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 Wes Zauner, VP of Product at MeridianLink. Wes shares his career journey that led him to his current role. Together, we discuss the evolving landscape of credit unions and the pressing need for digital progression. With solutions to grow deposits, enhance lending, streamline collections, and deliver data-driven personalized experiences, the MeridianLink team is helping credit unions operationalize digital transformation.

During our conversation, Wes and I discuss how credit unions can modernize their systems and embrace solutions that truly enhance the member experience. He believes digital transformation should be viewed as an ongoing journey and shares why MeridianLink views it as digital progression. Wes explains the concept of a digital blueprint, focusing on five key areas: process automation, member experience, share of wallet growth, data centricity, and instant decisioning. MeridianLink supports credit unions in identifying their goals and creating a digital blueprint for ongoing digital progression and growth.

As we wrap up the episode, Wes shares a leader who made a great impact in his life, a city he enjoys traveling to that is full of history, and how routines allow him to balance work life and his personal life. Enjoy my conversation with Wes Zauner

Find the full show notes on cuinsight.com.

Connect with Wes:
Wes Zauner, VP of Product at MeridianLink
meridianlink.com
Wes: LinkedIn
MeridianLink: LinkedIn | Instagram | Facebook | X

“Continue to drive impact and innovation for credit unions, to change lives.” - Chuck Long

Thank you for tuning in to The CUInsight Network, with your host, Lauren Culp, President & CEO of 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 Chuck Long, General Manager at Zogo. Chuck shares his career journey that led him to his current role. Zogo is transforming financial education with its innovative product suite, designed to empower communities and strengthen credit unions. Listen as Chuck and I explore the intersection of technology, education, and financial wellness in the credit union industry. 

During our conversation, Chuck explains how Zogo's gamified content and personalized learning pathways help members understand important financial concepts, making education accessible and engaging. He emphasizes the importance of digital innovation when it comes to retaining members and shares how credit unions are uniquely positioned to offer personalized service and community support. As we look to the future, Zogo continues to enhance its products to meet the needs of credit unions and their members, improving financial health and creating a lasting impact.

As we wrap up the episode, Chuck shouts out the amazing leaders at Zogo, where he enjoys traveling for work, and shares a book recommendation. Enjoy my conversation with Chuck Long!

Find the full show notes on cuinsight.com.

Connect with Chuck:
Chuck Long, General Manager at Zogo
[email protected]
zogo.com
Chuck: LinkedIn
Zogo: LinkedIn | Instagram | Facebook