"What Does 'Banking Better' Mean at WESCOM? Hashim Forrester's People-Over-Profits Philosophy"

Join us for an insightful conversation with Hashim Forrester, Senior Vice President of Remote Service Delivery at WESCOM Credit Union, as he shares his unique journey from tech giants like Uber and Capital One to the credit union movement.KEY INSIGHTS FROM THIS EPISODE:Career Transition Strategy:Hashim's pivotal career moment involved relocating from Southern California to Buffalo, New York, teaching him adaptability and cross-cultural navigation skills that shaped his leadership approach.Capital One Experience:At Capital One (the largest US credit card issuer), Hashim led remote services and virtual branch operations, gaining expertise in digital transformation, process engineering, and earning Greenbelt certification and Black Belt training in Lean Six Sigma methodology.Uber and Fintech Lessons:Working at Uber and fintech companies taught Hashim how to scale operations with speed while maintaining quality and accuracy across global teams.What "Banking Better" Means:At WESCOM, banking better means putting people over profits through financial education, superior digital tools, lower loan rates, and reduced fees for members across Southern and Central California.WESCOM's Member Base:250,000+ members served30 physical branches across California30,000+ members living outside the branch networkMembers span across the US and internationallyData-Driven Decision Making:WESCOM's Analytics Steering Committee analyzes member satisfaction surveys, categorizes feedback, and identifies pain points to continuously improve processes and align with member needs.Technology Stack for Remote Banking:AI and natural language understanding for self-serviceMulti-channel access (phone, chat, video, mobile, online)Consultative relationship-building toolsDigital banking platforms accessible worldwideThe Future of Credit Unions (Expert Prediction):According to Hashim, credit unions will become:Premier financial institutions in their communities (physical + remote)Trusted financial literacy experts educating people to make informed financial decisionsTechnology leaders using latest AI for member serviceWhy Remote Service Matters Post-COVID:Remote service has evolved from a niche offering to table stakes for financial institutions. Members now expect seamless access to services regardless of location, making remote channels the "heart" of organizational member relationships.Process Engineering Philosophy:Hashim applies a unique approach: treating service like a product, using product management principles to constantly iterate and improve member experiences through Six Sigma methodology.Contact Center as Strategic Asset:The contact center functions as the trusted point of contact for members, providing meaningful service delivery that extends WESCOM's mission of helping Californians build better lives.Credit Union Movement Outlook:Consolidation in the credit union space is happening strategically to better compete with large banks and fintechs like Chime, enabling credit unions to invest in technology and service capabilities that benefit members.EPISODE TIMESTAMPS:00:01 - Introduction and welcome01:45 - Hashim's career journey overview04:16 - Philosophies from Capital One and Uber06:51 - What "banking better" means at WESCOM08:16 - Analytics and data-driven decision making09:31 - Future of remote banking technology11:18 - Most rewarding aspects of remote service13:28 - Outlier moment: The Buffalo relocation decision16:22 - Future of the credit union movementABOUT WESCOM CREDIT UNION:Based in Southern and Central California, WESCOM serves over 250,000 members through 30 branches with a mission to help Californians build better lives through accessible financial services and education.