The Eltropy Exchange

In this episode of The Eltropy Exchange podcast, host Michael Pupil speaks with Desiree Williams, Collections Manager at Money One Federal Credit Union. With over 15 years of experience in collections and a passion for member-first service, Desiree shares how her team balances empathy, accountability, and technology to turn collections into an opportunity for deeper connection.

From early outreach via text messaging to strengthening collaboration across lending and collections, Desiree offers tactical insights on leadership, team engagement, and proactive communication. The conversation explores how she’s built a culture of transparency, introduced texting to improve member response rates, and uses training, tech, and humor to keep morale high during high-pressure times.

If you're navigating rising delinquencies, looking to modernize your collections approach, or seeking inspiration from a real credit union leader in the trenches—this episode is packed with value.

In this episode of The Eltropy Exchange, Michael Pupil sits down with Park Broome, CEO of Loyalty Credit Union, for a grounded and forward-thinking conversation on leadership, growth, and the heart of the credit union mission. From his first job in the credit union file room as a teenager to leading Loyalty CU across Florida, Park’s story is one of community, transformation, and relentless learning.

Park shares why proactive growth beats reactive strategy, how mergers shaped Loyalty’s culture, and what it really takes to empower staff during change. He opens up about involving frontline staff in tech decisions, and why feedback, even tough feedback, is a gift.

The conversation also covers strategic technology adoption, AI in the member experience, and how to communicate during crises, from hurricanes to surprise ice storms. Park’s emphasis on collaboration, both internally and across the credit union industry, offers a clear call to action: pick up the phone and help each other get better.

Whether you're a credit union exec, fintech partner, or someone who believes in purpose-driven leadership, Park’s wisdom and humility make this a must-listen.

In this energizing episode of The Eltropy Exchange, host Mike Pupil welcomes Royce Ngiam, SVP, Chief Marketing Officer at First City Credit Union, for a powerful and unconventional conversation on the future of credit union marketing. With over 25 years in the industry, and a career that includes time at The Walt Disney Company, Royce shares how data, creativity, and purpose can align to drive real transformation.

Royce discusses his accidental entry into marketing, the influence of a single professor who shifted his path, and why he believes marketing is far more about business fluency than eye-catching design. He challenges common industry thinking around digital transformation, arguing that most institutions simply replicate outdated processes in new formats, missing the true opportunity for change.

The conversation flows from analytics tools like Snowflake and ROI skepticism to what credit unions can learn from MotoGP racing and Premier League soccer. And yes, there’s even a sidebar about his dream of someday running a B&B on the Antrim Coast of Northern Ireland, raising Scottish black-faced sheep.

Whether you're a marketer, credit union executive, or just curious about what it takes to stay relevant in a rapidly evolving industry, this episode delivers bold insights with heart, humor, and horsepower.

In this episode of the Eltropy Exchange podcast, host Michael Pupil sits down with Mary Fatu, Manager of the Member Solutions Team at Launch Credit Union. Mary shares her unique journey from hospitality to finance and unpacks how empathy, training, and technology intersect in modern collections.

The conversation dives into Launch CU’s innovative Quick Cash loan program, designed to offer a dignified alternative to payday lending, and their proactive approach to tackling rising fraud. Mary also shares how automated workflows and tools are transforming member outreach and freeing up staff to focus on higher-touch interactions.

Whether you’re navigating delinquency spikes, evaluating AI in collections, or looking to boost internal collaboration, this episode offers frontline insight and actionable takeaways for community bankers and credit union professionals alike.