Welcome to 'Connect & Collect,' the ultimate podcast for leaders in credit and collections, brought to you by Lexop. Get first-hand insights from our expert guests about the latest innovations, challenges, and opportunities lenders face today. We're covering everything from strategies for preventing past-due accounts to ways technology can help you recover debt faster. Tune in every month to hear real case studies, expert interviews, and actionable advice to help you improve your bottom line and build positive customer relationships. Don’t let past-due accounts hold your business back!
Key Lessons and Predictions for Credit Unions in 2025 | Connect & Collect Season Finale
Michael Pupil is joined by Lexop's Sasha, Jordan, and Laura to share key lessons and predictions for credit unions in 2025, highlighting the importance of financial literacy and effective member communication.
21 Nov 2024
Empathy in Action: Balancing Financial Success and Community Service with Shannon Stewart
Shannon Stewart, Collections Manager at Southland Credit Union, shares actionable takeaways on balancing financial success with community service and fostering human connection through purpose-driven work.
21 Oct 2024
Championing Community, Advocacy, and the Credit Union Philosophy with Jennifer Audette
In this episode, Michael Pupil sits down with Jennifer Audette (https://www.linkedin.com/in/jennifer-audette-53645b219/), President/CEO of POLAM Federal Credit Union (https://polam.org/), to explore her inspiring journey within the credit union movement. Jennifer delves into her passion for community engagement and the philosophy of “people helping people,” sharing insights on transitioning to a new field of membership and connecting with the Polish community. She discusses the importance of member communication, advocacy, and financial literacy, emphasizing how these elements foster trust and loyalty. The conversation also covers collaboration among credit unions, aligning values with financial institutions, and the unique advantages credit unions offer over traditional banks. Jennifer concludes by recommending “It’s a Wonderful Life” as the ultimate credit union movie.
For more information, visit:
POLAM FCU (https://polam.org/)
Skip Ahead
00:00 - Introduction to the Podcast and Guest
02:42 - Jennifer's Journey into Credit Unions
07:20 - The Role of a CEO in a Credit Union
10:59 - Advocacy and the Philosophy of 'People Helping People'
12:42 - Building Community and Member Engagement
17:29 - Strategies for Member Acquisition and Communication
24:47 - The Future of Credit Unions and Member Education
42:57 - The Ultimate Credit Union Movie
20 Sept 2024
Adapting Collection Strategies to the Digital-First Environment with Chris Benson
In this episode of the Connect and Collect podcast, we sit down with Chris Benson (https://www.linkedin.com/in/chris-benson-92928755/), Vice President of Collections at ORNL Federal Credit Union, to explore the evolving landscape of collections in a digital-first world. Chris shares his insights on the critical role of staff engagement and personalized communication in effective leadership. He discusses how adapting collection strategies to fit a digital-first approach and leveraging technology can enhance operational efficiency and minimize risk. Chris also underscores the importance of collaboration, mentorship, and giving back to the credit union community as keys to professional growth and organizational success.
For more information, visit:
ORNL Credit Union (https://www.ornlfcu.com/)
United Creditors Connect (https://www.unitedcreditorsconnect.com/)
12 Aug 2024
Reviving Credit Unions: Denise Wymore’s Mission to Save Small CUs
In this episode of the Connect and Collect podcast, we're joined by Denise Wymore, a seasoned credit union professional with over 40 years of experience. Denise shares her journey from starting as a teller to becoming a consultant for credit unions across the U.S. They discuss the critical mission of credit unions, the challenges faced by small credit unions, and the efforts of the CU De Novo Collective to start and save credit unions. Denise passionately talks about the importance of financial inclusion, the predatory nature of payday lending, and innovative solutions to support underserved communities.
For more information, visit:
- CU De Novo Collective (https://www.cudenovocollective.org/)
- CU Connection (https://www.thecreditunionconnection.com/blog/2-ways-to-look-at-3-credit-union-innovations)
- QCash Financial (https://qcashfinancial.com/)
- Point West Credit Union (https://www.pointwestcu.com/)
25 Jun 2024
Building Effective Collections Teams: The Roles of Training, Teamwork, and Empathy
In this episode of Connect and Collect, we’re thrilled to welcome Brittany Harbolic (https://www.linkedin.com/in/brittany-harbolic-51980538/), the Assistant Vice President of Collections at TEG Federal Credit Union (https://www.tegfcu.com/). Brittany brings extensive expertise and a deep passion for the collections industry. Known for her strategic approach to networking, training, and teamwork, Brittany has been instrumental in fostering a culture of empathy, active listening, and critical thinking within her team. She shares her insights on the importance of open communication and feedback in creating a positive work environment. Brittany also discusses the industry’s shift towards member solutions and the proactive measures taken to mitigate delinquencies. Join us for an engaging conversation with Brittany as we explore the evolving landscape of collections and the strategies that drive success.
For more information on Brittany's work, visit:
TEG Federal Credit Union (https://www.tegfcu.com/)
Extreme Ownership by Jocko Willink (https://a.co/d/0cO7eM5x)
3 Jun 2024
Empowering Communities: A Credit Union CEO’s Vision for Financial Success
Join us as we sit down with Maria J. Martinez (https://www.linkedin.com/in/mariajmartinez-bfcu/), the dynamic President & CEO of Border Federal Credit Union. With a profound dedication to her community and a rich portfolio of leadership roles, Maria shares her journey through finance and community service. Starting from her early days in banking to her current role leading a credit union, her story showcases the power of effective networking and community involvement. This episode dives into Maria's leadership challenges and triumphs, her strategic response to the COVID pandemic, and her proactive approach to community development and financial education. This episode is a must-listen for anyone interested in leadership, community impact, and the evolving role of credit unions in fostering economic growth and stability.
For more information on Maria's work and her associations, visit:
Border FCU (https://www.borderfcu.com/)
CUWLA (Credit Union Women’s Leadership Alliance) (https://www.cuwla.com/)
NLCUP (National Association of Latino Credit Unions and Professionals) (https://www.nlcup.org/)
PSCU/Co-op Solutions (https://www.pscu.com/board)
29 Apr 2024
Leading the Charge: Expert Tips for Credit Union Collection Teams
In this episode of Connect and Collect (/connect-and-collect-podcast), we welcome Alisha Blondel (https://www.linkedin.com/in/alisha-blondel-242137a4/), Director of Collections at FSU Credit Union.
What we're talking about in this episode:
Alisha's Career Journey: From starting as a Branch Teller in 2003 to becoming the Director of Collections, Alisha shares her professional growth story and the milestones along the way.
Empathetic Collections Approach: Learn about the shift towards a more understanding and empathetic approach to collections, which has proven effective in dealing with members compassionately.
Training and Performance Incentives: Alisha discusses innovative training techniques and performance incentives that motivate and empower collection teams.
Career Advice for Collection Professionals: Gain valuable insights and tips for both aspiring and current collections professionals looking to advance in their careers.
The CUCP Annual Conference: Hear about the impact of professional gatherings like the CUCP conference on community building and professional development within the credit union sector.
FSU Credit Union’s Community Impact: Explore how FSU Credit Union is making a significant impact in the community through educational initiatives and dedicated member service.
14 Mar 2024
Leading with Empathy and Empowerment: Celebrating Women in Credit Unions
In this episode of Connect & Collect, we're joined by Lilly Megia (https://www.linkedin.com/in/lilly-megias-8019b3166/) and Janie Soto (https://www.linkedin.com/in/janie-soto-b01b06146/), Senior Vice President and Lending Manager at South Texas Credit Union. We discuss their career growth and evolution, the perspective women bring to the credit union industry internally and externally with members, and the importance of having a supportive network to lean on.
The conversation also highlights their commitment to professional development, inspirational female figures that have shaped their life and careers, and the value of communication and support systems in fostering career growth and work-life balance.
What we're talking about in this episode:
The impact of mentorship and support to uplift women in your network
The unique strengths women bring to the industry
How to become better allies for women in the workplace
Advice for aspiring women leaders
28 Feb 2024
Championing Member Interests Through Legislative Advocacy and Community Involvement
In this episode of Connect & Collect, Join Mark Avelar, Executive Vice President of Texas Bridge Credit Union and President of the Coastal Bend Chapter of Credit Unions, for a discussion on the importance of advocacy in legislative affairs, the power of community involvement and communication strategies to engage the younger generations.
We discuss the changing landscape of the credit union industry, particularly noting the need for empathy in member relations and an adaptive mindset in the face of ongoing technological advances. Mark also emphasizes the importance of connectivity both within communities and between credit union professionals.
What we’re talking about in this episode:
- The impact of legislative advocacy and community involvement on credit unions
- Overcoming the fear of change and the importance of internal adaptability
- Engaging and attracting younger generations and the value of empathetic communication
- How credit unions can help provide better financial literacy education
Visit out blog for more information and the transcript:
https://www.lexop.com/blog/podcast-championing-member-interests-through-legislative-advocacy-and-community-involvement
13 Feb 2024
2024 Trends & Predictions For Credit Union Collections
In this episode of Connect & Collect, (https://www.lexop.com/connect-and-collect-podcast) we're joined by our very own, Sasha Bordonaro and Jordan Greenberg who have a chance to connect and speak with incredible credit unions (small and large) daily. We discuss the key trends and challenges faced by credit unions we're speaking with today.
They highlight the importance of adopting technology to meet the changing needs of consumers, and the need to find solutions to address staffing shortages in the collections departments.
What we’re talking about in this episode:
Embracing technology to adapt to members' evolving communication preferences.
The power of self-service payment options and analytics-driven decision-making.
Ways to combat staffing shortages, hiring challenges and improve employee well-being.
Visit out blog for more information and the transcript: https://www.lexop.com/blog/podcast-2024-trends-and-predictions-for-credit-union-collections
17 Aug 2023
How Fintech is evolving community banking with Robert Keil, Chief Fintech Officer at FinWise Bank
*Please note that the views and opinions expressed by our guests are solely their own and do not represent the views or opinions of their employer.
In this episode, Robert Keil, Chief Fintech Officer at FinWise Bank, dives into the fintech ecosystem and his role in exploring banking-as-a-service (BaaS) solutions to future-proof their community bank. We discuss various topics, including regulatory compliance, sustainable growth and profitability, effective risk management for delinquency control, and providing positive customer service experiences.
Visit out blog for more information and the transcript: https://www.lexop.com/blog/how-fintech-is-evolving-community-banking
Learn more about FinWise Bank (https://www.finwise.bank/)
21 Jul 2023
Accelerating a Tech-Driven Transformation in Financial Services, with Alexandre Semenov, Customer Solutions Lead at SAS
*Please note that the views and opinions expressed by our guests are solely their own and do not represent the views or opinions of their employer.
In this episode, Alexandre Semenov, Customer Solutions Lead at SAS Institute, dives into accelerating digital transformation within financial services. Alexandre shares his expertise around overcoming the challenges of decision paralysis in adopting new technologies and his best advice to fail fast, learn and adapt quickly. We explore the increasing importance of data security and user-friendly customer experiences at every stage of the loan lifecycle.
Learn more about SAS Institute (https://www.sas.com/en_ca/home.html?utm_source=google&utm_medium=cpc&utm_campaign=brand-global&utm_content=GMS-88251&gad=1&gclid=Cj0KCQjw8NilBhDOARIsAHzpbLCOzcoPQ0SR8R5qhFBsi8WjlpV_gFoG-DzH5YTYPcaMtfzA8BTpGTEaAmnyEALw_wcB#)
16 Jun 2023
Speed, Scalability and Security in the Cloud, with Michael Thibodeau, Azure Segment Lead - SMB, Startups & Growth at Microsoft
*Please note that the views and opinions expressed by our guests are solely their own and do not represent the views or opinions of their employer.
In this episode, Michael Thibodeau, Azure Segment Lead at Microsoft, breaks down the Azure Cloud ecosystem and the benefits of leveraging cloud-based technology - from increased speed to market, cost savings, scalability, and security. Michael shares insights on the differences between AI and machine learning and provides valuable best practices on where a business of any size can start navigating cloud services.
Learn more about Microsoft Azure (https://azure.microsoft.com/en-ca/resources/cloud-computing-dictionary/what-is-azure/)
Browse the Azure Marketplace (https://azuremarketplace.microsoft.com/en-us/home?exp=ubp8)
Get more insights as Michael interviews Canada’s best startups on the Pitch Please Podcast (https://pitchplease.transistor.fm/episodes)
31 May 2023
Building a Transformative End-to-End Collections Strategy, with Dan Redivo, Global Head of Collections
*Please note that the views and opinions expressed by our guests are solely their own and do not represent the views or opinions of their employer.
In this episode, we’re joined by Dan Redivo, Global Head of Collections at a professional services firm. Dan has 30+ years of experience in collections and brings extensive knowledge and expertise in building end-to-end digital strategies. He shares his insights on trends within the collections industry, the early impact of transformative tools like conversational AI, the importance of delivering consumer-friendly experiences, and the power of analytics to measure your success.
Find Dan's podcast here - https://www.youtube.com/@danredivo/videos
20 Apr 2023
Networking for Success in the Collections Industry, with Jackie Smith & Karen Stirling
*Please note that the views and opinions expressed by our guests are solely their own and do not represent the views or opinions of their employer or NEAMA.
In this episode, we chat with not one but two incredible collections professionals, Jackie Smith and Karen Stirling, who are also part of the Executive Board of the New England Adjustment Managers Association (NEAMA). Join us as they share the networking opportunities NEAMA provides and how they're filling the educational gap for collections professionals.
20 Mar 2023
Transforming the Payment Experience, with Kevin Falk, Founder & CIO at Instant Financial
In this episode, we chat with Kevin Falk, Founder & CIO at Instant Financial, about shaking up the traditional payroll structure that we learned is not so traditional after all. We cover the dangers and beauty of Buy Now, Pay Later services and how detrimental payday loans and cash companies are to consumers. This fascinating episode explores the history of how we collect our paychecks, why the model was ripe for disruption, and how Instant Financial has been able to make a positive impact on families across the United States.
16 Feb 2023
2023 Outlook and Innovations in Lending, with Michael Denham, Vice-Chairman at the National Bank of Canada
In this episode, we chat with Michael Denham, Vice-Chairman at the National Bank of Canada, about the economy's current state and the challenges and opportunities lenders will face in 2023, including those addressed in this Globe & Mail article (https://www.theglobeandmail.com/business/article-national-bank-ceo-laurent-ferreira-preaches-focus-discipline-as-rivals/). Michael shares how essential technology is for cybersecurity, fraud prevention, and delivering superior service levels to customers and employees.
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