Laura Worzella Reveals Top Tips for Success in The People Business

Laura Worzella is the Chief Operating Officer of OneAZ Credit Union, a Phoenix, Arizona-based credit union. With over 25 years of experience in financial services — spanning commercial banking and credit unions — she oversees end-to-end operations including loan fulfillment, deposit operations, card services, and workforce management.In this episode of the Women of Community Banking Podcast, Laura Worzella discusses how OneAZ Credit Union is using artificial intelligence to streamline back-office operations, capture member feedback, and reduce manual document review processes. She also addresses the economic outlook for credit unions in 2025, including Fed rate uncertainty and recession concerns.Laura shares her perspective on leadership challenges women face in financial services, including workplace advocacy, executive presence, and peer support networks among women COOs and CEOs. She highlights the importance of humility as a core leadership skill for chief operating officers.Topics Covered:AI adoption strategy at OneAZ Credit UnionThe role of a COO in credit union operationsWomen in leadership within community banking2025 economic outlook for credit unionsHybrid work sustainability in financial servicesBranch expansion strategy at OneAZ Credit Union