"From Marine Corps to Credit Union : Janice Lunger of Empower Credit Union on AI & Leadership.

In this episode of the Women of Community Banking (WCB) Podcast, host Anurag Mukherjee sits down with Janis, Vice President of Member Contact Center and Branch Operations at Empower Federal Credit Union in Upstate New York. With over two decades of credit union experience, Janis shares how she accidentally found her calling in the credit union movement, why AI is reshaping member service, and the leadership lessons she carries from her time in the United States Marine Corps.🎧 What you'll learn in this episode:✅ How the 2008 housing crisis led Janis from real estate into credit unions ✅ What separates a great contact center from an average one ✅ How Empower FCU uses Glia, Lumen Shield voice verification, and AI virtual assistant "Emmy" to scale member service ✅ The difference between response-based AI vs. generative AI in financial services ✅ How to balance efficiency, empathy, and member experience (MX) in a modern contact center ✅ Why the employee experience is as critical as the member experience ✅ Career advice for women in banking, fintech, and credit union leadership ✅ Overcoming adversity: Janis's powerful story from Marine Corps boot camp💡 Key Topics Covered:Modern credit union contact center strategyAI adoption in community financial institutionsMember verification & friction reduction360-degree member view technologyBranch operations transformationWomen in credit union leadership (70% female industry workforce)Mentorship and overcoming imposter syndromeLeadership lessons from the U.S. Marine Corps👤 About Our Guest:Janis is the Vice President of Member Contact Center and Branch Operations at Empower Federal Credit Union, headquartered in Upstate New York. With 22+ years in the credit union industry, Janis began her career at Corning Credit Union before joining Empower. She is a U.S. Marine Corps veteran and a passionate advocate for women in financial services leadership.🎙️ About the Host:Anurag Mukherjee hosts the Women of Community Banking podcast, spotlighting the women shaping the future of credit unions and community banks across America. The podcast amplifies stories of leadership, innovation, and impact in community finance.⏱️ Timestamps:00:00 – Introduction & welcome 01:11 – Janis's journey: from real estate to credit unions 02:45 – The role of a modern credit union contact center 04:16 – How AI is changing contact center conversations 05:38 – What separates a great contact center from an average one 07:23 – Balancing efficiency and empathy in member service 09:00 – Technology stack: Glia, Lumen Shield, and Emmy (the AI virtual assistant) 11:52 – Career advice for aspiring women leaders 14:25 – Janis's Marine Corps story & overcoming adversity 16:56 – Closing thoughts❓ Frequently Asked Questions (FAQ):Q: What is a credit union contact center? A credit union contact center is the centralized member service hub that handles phone calls, chat, and digital inquiries from credit union members. Unlike traditional bank call centers, credit union contact centers focus on relationship-building and treating members as part-owners, not customers.Q: How is AI used in credit union contact centers? AI is used for voice verification (e.g., Lumen Shield), virtual assistants that handle routine member questions, 24/7 support outside business hours, intelligent call routing, and giving agents a 360-degree view of the member relationship.Q: What is the difference between response-based AI and generative AI? Response-based AI uses pre-approved, controlled responses chosen by the institution, making it lower-risk for regulated industries like banking. Generative AI creates new responses dynamically, offering more flexibility but requiring stronger guardrails for financial services compliance.