Counting Change

In this episode of Counting Change, host Arjun Sahgal discusses Community Banking Innovation: Balancing Tradition and Technology with Carie Kelly, Senior Vice President of Digital Banking at Claremont Savings Bank. The episode explores how community banks are leveraging innovation to strengthen local communities while staying true to their roots. Carie shares insights on internal and external innovation, the importance of feedback, and how community banks can compete against larger institutions. Carie also discusses the role of AI in community banking, supporting employee experience, and strategies for balancing community-focused service with tech-driven innovation. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, host Arjun Sahgal discusses the operational efficiency and enterprise transformation in banking with Loren Swindell, SVP Enterprise Operations Director at Needham Bank.The episode explores how banks can uncover hidden efficiency gains, evaluate existing systems, and create more streamlined, scalable operations across departments. Loren shares insights on assessing operational gaps when joining a new institution, aligning cross-functional teams to drive process improvement, and leveraging technology, including AI, to enhance internal workflows and frontline experiences. She also discusses the importance of enterprise-wide collaboration, board-level reporting on operational performance, and building a culture that continuously evaluates and optimizes processes.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, host Arjun Sahgal discusses the dynamic intersection of community finance and tech innovation with Jamie Kruspel, Chief Transformation Officer at Mainstreet Credit Union. The episode explores how credit unions can innovate with technology while maintaining trust and personal relationships. Jamie shares insights on AI, digital transformation, and fostering a culture of experimentation in the financial sector. Jamie also discusses practical examples of AI and automation improving efficiency and the importance of authentic relationships in financial services. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠. 

In this episode of Counting Change, host Arjun Sahgal discusses the digital lending transformation with Mark Rodriguez, CEO of Lending Studio and former SVP and Head of Lending at Partners Federal Credit Union. The episode explores how credit unions can effectively implement digital transformation, focusing on workflow optimization, change management, and leveraging AI to enhance member and employee experiences. Mark shares insights on building internal buy-in, managing change, and ensuring compliance in digital lending. Mark also discusses the importance of a member-centric, mobile-first approach and of overcoming member hesitancy to adopt digital channels. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, host Arjun Sahgal discusses the importance of trust in community banking with Wade Peery, Senior Advisor and former Chief Innovation Officer at First Bank. The episode explores how community banks can maintain relevance amid technological advancements such as stablecoins and the evolving financial landscape. Wade shares insights on the challenges and opportunities for community banks, emphasizing the need for strategic partnerships and technology integration. He also discusses the critical role of trust and how it can be leveraged to compete with larger institutions. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the opportunities in commercial and small business banking within credit unions, focusing on the integration of technology and community-first approaches with Nicole Smith, President and CEO at US Federal Credit Union. The episode explores the alignment of values with institutional goals and the importance of maintaining personal connections in a tech-driven world. Nicole also discusses the challenges and strategies for credit unions to expand responsibly into new financial services. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the challenges of fraud prevention in community banking with Brandon Brackey, Assistant Vice President at Arcadian BankThe episode explores the evolving landscape of fraud, the role of AI in combating it, and the unique position of community banks in maintaining trust and personal relationships with customers. Brandon shares insights on the importance of proactive fraud prevention and the benefits of close customer relationships. Brandon also discusses the challenges and opportunities presented by digital transformation in banking.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss storytelling with Josh Rodriguez, Assistant Vice President, Fintech and Mission Integration at West Community Credit Union.The episode explores how storytelling is vital in every industry, particularly in credit unions and fintech, to connect with members and drive innovation. Josh shares insights on the challenges credit unions face in telling their stories and the impact of effective storytelling on member engagement and product development. Josh also discusses the significance of empathy and understanding member stories to create meaningful financial solutions. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.The episode explores how storytelling is vital in every industry, particularly in credit unions and fintech, to connect with members and drive innovation. Josh shares insights on the challenges credit unions face in telling their stories and the impact of effective storytelling on member engagement and product development. Josh also discusses the significance of empathy and understanding member stories to create meaningful financial solutions.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the real reason branches aren't dead with EJ Kritz, Chief Experience Officer at DBSI.Despite the rise of digital banking, branches continue to play a crucial role in customer service, community engagement, and financial education. EJ shares insights on the strategic use of micro branches and the significance of maintaining a physical presence in a digital age. EJ also discusses the challenges and opportunities for financial institutions in adapting to technological advancements.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss check fraud with Chris Wilson, Vice President of Business Development at Alogent.The episode explores check fraud, the innovation ecosystem, and the critical role of financial infrastructure. Chris also discusses modernizing financial systems to combat fraud.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss leadership arcs with John Janclaes, Strategic Advisor at Nymbus.The episode delves into John's extensive journey through various leadership roles in the fintech and credit union sectors. He emphasizes the importance of building a culture of learning, defining the leadership arc, and fostering alignment within teams. John also discusses the influences that have shaped his leadership style and shares personal insights on leadership and life.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss what enables community banks to “innovate” (implement solutions) quickly with Marianela Vazquez, EVP, Chief Operating Officer at Reading Cooperative Bank.The episode examines the pandemic's impact on community banks, the challenges of navigating innovation within regulatory frameworks, and the importance of client service and community engagement. Marianela shares insights on successful internal innovations, strategic planning, and the future role of AI in banking, emphasizing the need for a governance model to ensure responsible.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss financial accessibility with April Clobes, President/CEO at MSUFCU.The episode explores the challenges faced by individuals with disabilities in accessing financial services, and the importance of technology in creating inclusive experiences. April also discusses emerging technologies that can enhance accessibility and how MSU Federal Credit Union is leveraging these innovations to create competitive advantages in the financial sector.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss credit unions in action and how you can build stronger communities with Nicole Tompkins, Chief Experience Officer and SVP at Mid-Hudson Valley Federal Credit Union.The episode explores the unique culture of credit unions, their community impact, and the importance of building trust. Nicole also shares how credit unions can leverage technology while maintaining their community-focused approach.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, host Rachel Reid and special host Libby McGeough discuss how AI enhances operational efficiencies with Heather Farwell, SVP Financial Services at Citizens First Bank | Clinton IA.The episode explores the transformative role of AI in community banking. Heather shares how AI enhances operational efficiencies, improves fraud detection, streamlines loan underwriting, and supports customer service through the use of chatbots.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the hidden efficiencies and opportunities within instant payments with Lisa St Germain, who is now the VP of Client Success at Payfinia. The episode explores the impact of instant payments on financial institutions, challenges and opportunities in the payment landscape, and how instant payments can enhance member experiences while mitigating fraud risks. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the importance of data with Corey LeBlanc (COO/CTO) & Drew Saito (Chief Lending Officer), the co-founders of Locality Bank.The episode explores the importance of balancing technology with human interaction, the rise of neobanks, and how leveraging data can transform decision-making processes within their organization. Corey and Drew also discuss the exciting prospects of technology and automation in financial services, particularly in areas like customer onboarding and data management. They highlight the challenges of accessing accurate data, the importance of collaboration, and the complexities of navigating large datasets for credit decisions. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the importance of how banks prepare for the future and the community effect of preparing a bank with Eric Schurr, Chief Strategy Officer at Sunrise Banks.The episode explores the evolving role of banks in the face of technological advancements and regulatory challenges, emphasizing the importance of community-centric approaches in banking. Eric also shares his journey in the banking industry, the significance of the Chief Strategy Officer role, and innovative solutions that address community needs, particularly for underserved populations. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the transformative impact of generative AI in community banking with Ryan Goellner, Executive Vice President of Technology and Project Management at Gate City Bank.The episode explores the significance of data structure for AI applications and the potential of AI to enhance customer service. Ryan also explains the challenges of adopting AI technologies, including budget constraints and data quality issues, while highlighting the importance of ROI from AI investments.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, host Arjun Sahgal and special host Libby McGeough discuss empowering employees through technology and driving innovation and member satisfaction in credit unions with Traci Michel at Metro Credit Union.The episode explores how technology can simplify member experiences, drive innovation, and enhance employee efficiency, particularly in the face of challenges posed by legacy systems. Traci also shares her insights on the significance of data management and the proactive service delivery model in fostering member loyalty and retention.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the role of clean data in unlocking AI's full potential for banking with Jeff Barrage, SVP Chief Information Officer of ⁠United Solutions Company⁠.The episode explores the importance of clean data in banking, the challenges credit unions face with technology utilization, and the impact of legacy systems on data management. Jeff discusses the evolution of data management and the critical role of clean data in serving underserved populations, particularly in credit unions. He emphasizes the importance of automation and AI in streamlining processes and enhancing decision-making. Counting Change is hosted and run by⁠ ⁠⁠Ascent Platform⁠⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the importance of experience in financial institutions with Trey Maust, Executive Chairman and Co-Founder at Lewis and Clark Bank.The episode explores the importance of integrating banking into everyday life, the challenges posed by regulations, and the potential of technology like AI and embedded banking to enhance customer empowerment. Trey shares his journey in the finance sector, the evolution of customer experience in banking, and the future of financial institutions. Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the significance of community-driven innovation in credit unions with Frank Wasson, President & CEO at CommonWealth One Federal Credit Union.The episode explores the significance of community-driven innovation in credit unions, the impact of Disney culture on leadership, and the challenges posed by technology in maintaining local engagement. The conversation also touches on the role of open banking, the potential for consolidation in the financial sector, and the importance of investing in financial wellness for communities.Counting Change is hosted and run by⁠⁠Ascent Platform⁠⁠. 

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the vital role community banks play in serving underserved populations with Jason Hagan, Senior Vice President & Director at Sunrise Banks.The episode explores the mission-driven approach of Sunrise Banks, the challenges community banks face, the importance of technology in banking, and the cultural shifts needed to better serve diverse communities. Jason also emphasizes the need for empathy, understanding, and purpose in banking, highlighting the potential for community banks to make a significant impact in their neighborhoods.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss innovation within credit unions and why they should adopt new technology with Jim Kasch, Chief Executive Officer at Kentucky Credit Union League.The episode explores the importance of technology adoption in credit unions and discusses Jim's extensive journey in the credit union space. Jim shares his insights into the challenges of data utilization, the critical areas for technology adoption, and how smaller credit unions can prioritize technology to compete with larger institutions while maintaining traditional banking practices. He also discusses the importance of understanding member needs in credit unions, the necessity for cooperation among smaller credit unions, and the critical evaluation of core providers.Counting Change is hosted and run by ⁠⁠Ascent Platform⁠⁠. 

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the intersection of community finance and technology with Marc Rehberger, SVP, Sr. Managing Director, and Head of Tech Enabled Banking at Customers Bank. The episode explores the importance of customer experience in community banks, the unique insights community banks have into their local customers, and how they can compete with larger banks. The conversation also delves into the role of personalization in banking, the limitations of credit scores, and the potential of data utilization to enhance customer relationships. Counting Change is hosted and run by Ascent Platform.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss member experience with Matt Fehrmann, Chief Information Officer at Kohler Credit Union. The conversation covers Matt's journey into the community banking sector, the critical role of fintech in driving innovation, and the importance of enhancing member experience through digital transformation and personalization. The episode also delves into compliance and fraud prevention challenges in the financial sector, offering insights and advice for credit union leaders looking to innovate while focusing on member experience. Counting Change is hosted and run by ⁠Ascent Platform⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the integration of FinTech solutions and credit unions with Michael Abraham, Chief Strategy Officer (CSO) at Great Lakes Credit Union. The episode explores the intersection of fintech and credit unions, discussing how fintechs can enhance member experiences, level the playing field against larger institutions, and the importance of trust in financial services. Michael shares his journey in the credit union industry, emphasizing the need for innovation and adaptation in a rapidly changing financial landscape. Michael also discusses the challenges small financial institutions face when integrating FinTech solutions, emphasizing the stifling effect of regulatory compliance on innovation. Counting Change is hosted and run by ⁠Ascent Platform⁠.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss the significance of cultural alignment in credit unions with Chris Parker, CEO of Lighthouse Credit Union. Chris shares his unique journey into the credit union space and the importance of fostering a strong organizational culture. The conversation also touches on how credit unions can align their growth with community needs and the role of employee engagement in maintaining culture.

In this episode of Counting Change, host Arjun Sahgal and Rachel Reid discuss the evolving landscape of FinTech with Tara Schultz, emphasizing the importance of partnerships between traditional financial institutions and FinTech companies. Tara shares her journey in the industry, the challenges faced in forming these partnerships, and how they can enhance customer experience. The conversation also touches on the role of core system providers and the future of banking technology, highlighting the need for innovation and collaboration in meeting customer expectations.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss innovation and the credit union extinction with Shirley Senn, Chief Consulting Officer at CU Strategic Planning. In this engaging conversation, Arjun and Shirley discuss the unique position of credit unions in fostering community engagement and inclusion. They explore the importance of technology and innovation in driving growth, emphasizing the need for operational efficiencies and enhanced member experiences. The discussion also highlights the significance of data-driven decisions in tailoring services to meet diverse members' needs while maintaining a human touch in financial services.g a human touch in financial services.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid discuss open banking with guests Alex Johnson and Jason Henrichs. Alex and Jason are both hosts on leading fintech podcasts, with Alex being the host and founder of Fintech Takes whilst Jason is a co-host at Breaking Banks. Jason is additionally the CEO of Alloy Labs Alliance. The conversation covers the evolution of open banking, its impact on underwriting and cashflow analysis, and the challenges faced by community banks in adapting to these changes. The guests share their insights on how open banking can enhance consumer experiences and increase competition in the financial services landscape. In this conversation, the speakers discuss the evolving landscape of banking, emphasizing the critical role of data exchange, the importance of building trust with consumers, and the future of autonomous finance. They explore how banks can differentiate themselves by offering better products and services tailored to specific customer segments. The discussion also touches on personal experiences and preferences in financial services, highlighting the need for banks to adapt to changing consumer behaviors and expectations.

In this episode of Counting Change, host Arjun Sahgal and designer Rachel Reid engage with Kevin Porter, CEO of DxO Advisors, to discuss the evolving landscape of credit unions and their technology needs. The conversation covers the importance of modernization, the challenges credit unions face in upgrading their technology, and the key trends shaping the future of financial services. Kevin emphasizes the need for a nimble tech stack, the significance of customer experience, and the necessity for credit unions to lead with business strategy rather than technology. The episode concludes with actionable advice for credit unions to future-proof themselves in a rapidly changing environment.

In this episode of Counting Change, hosts ⁠⁠⁠⁠⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠⁠⁠⁠⁠ are joined by DJ Seeterlin, Chief Innovation & Strategy Officer of Chesapeake Bank. DJ discusses the vital role of innovation in community banking. The episode explores the key innovations that have emerged in recent years, and how community banks can leverage technology to enhance customer experience and serve underserved populations. The conversation also delves into future trends in banking, including the impact of instant payments and open banking, and emphasizes the importance of customer feedback in driving innovation. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service.

In this episode of Counting Change, hosts ⁠⁠⁠⁠⁠⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠⁠⁠⁠⁠⁠ are joined by ⁠⁠Santo Cannone⁠⁠, a board chair at Tampa Bay Wave and a board member and strategic advisor for several firms. Santo discusses core banking and the perceived lack of innovation in it. He explores the functions of core banking systems, the barriers to innovation created by outdated systems, and the hesitancy of institutions to modernize or replace them. Lastly, Santo also touches on the role of technology trends, such as AI and open banking, in shaping the future of core providers. ⁠Counting Change⁠ is hosted and ran by employees of ⁠Ascent Platform⁠. About Ascent (Bank Version) Ascent is the next-generation platform that provides financial institutions with the ability to streamline any and all product applications and forms without disrupting existing systems and processes. Ascent replaces the patchwork of full-stack product applications, static web forms, and PDFs with intelligent applications and forms featuring prefilled data, optional pre-screening rules and logic, and collaborative document collection. Most importantly, the platform learns from every interaction, and uses those learnings to make subsequent experiences more contextual, with fewer questions for the customer and less work for the banker. Using Ascent’s no-code builder, institutions can rapidly configure and deploy beautiful bespoke applications and forms at their own pace. For more information, please visit ⁠ascentplatform.io⁠.

In this episode of Counting Change, hosts ⁠⁠⁠⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠⁠⁠⁠ are joined by Sarah Howell, Senior Director of Digital Partnerships at Visa. Sarah discusses the supply chain of financial services and its significance in the banking industry. She explains that the traditional supply chain in financial services is owned by banks, but with the emergence of fintechs and prepaid cards, the supply chain has become more fragmented. The conversation also touches on the challenges of data fragmentation and the potential of AI in streamlining the supply chain. Lastly, Sarah explores the challenges of managing risk in the financial services supply chain, with a focus on data ownership and governance. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service.

In this episode of Counting Change, hosts ⁠⁠⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠⁠⁠ are joined by Joseph Mancini, Chief Operating Officer at BankProv. Joseph discusses how innovation can boost efficiency whilst preserving customer experience. The challenges financial institutions face in balancing innovation and customer service, recent innovations in the financial services industry, and the importance of involving customers in the innovation process is also explored. Lastly, Joseph discussed future trends in the industry, including embedded finance, API banking, AI, and real-time payments. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service. About BankProv BankProv is a subsidiary of Provident Bancorp, Inc. (NASDAQ: PVBC). BankProv is a full-service commercial bank headquartered in Massachusetts. With retail branches in the Seacoast Region of Northeastern Massachusetts and New Hampshire, as well as commercial banking offices in the Manchester/Concord market in Central New Hampshire, BankProv delivers a unique combination of traditional banking services and innovative financial solutions to its markets. Founded in Amesbury, Massachusetts in 1828, BankProv holds the honor of being the 10th oldest bank in the nation. The Bank insures 100% of deposits through a combination of insurance provided by the Federal Deposit Insurance Corporation (FDIC) and the Depositors Insurance Fund (DIF). For more information, visit bankprov.com.

In this special bonus episode of Counting Change, hosts ⁠⁠⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠⁠⁠ are joined by Robert Davis, President and CEO of The Bridge Companies LLC and also one of Ascent's advisors. With the Federal Open Market Committee decisions happening during recording, Counting Change delves into what the impact on the mortgage lending industry could be. The conversation covers Robert's extensive background in finance, the role of the Federal Open Market Committee in setting interest rates, and how technology is transforming the lending landscape. They explore the implications of real-time data on customer monitoring and the potential for loan consolidation as interest rates fluctuate. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service.

In this episode of Counting Change, hosts ⁠⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠⁠ are joined by Elizabeth Osborne, Chief Operations Officer at Great Lakes Credit Union. Elizabeth discusses the pros and cons of FI consolidations. The conversation dives into the motivations behind consolidation, the cultural differences between institutions, the pain points of consolidation, and strategies for successful integration. Elizabeth also explores the importance of member experience during credit union consolidation and the challenges and opportunities it presents. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service.

In this episode of Counting Change, hosts ⁠⁠⁠⁠Arjun Sahgal⁠⁠⁠⁠ and ⁠⁠⁠⁠Rachel Reid⁠⁠⁠⁠ are joined by Melissa Pomeroy, EVP, Chief Operating Officer at Cooperative Credit Union Association. Melissa discusses the importance of collaboration between credit unions (CUs) and fintechs. The conversation dives into the benefits of collaboration for both CUs and fintechs, the challenges of breaking into the credit union industry, and the need for cultural alignment between the two. Melissa also explores the future of collaboration and the role of fintechs in solving the biggest problems faced by credit unions. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service.

In this episode of Counting Change, hosts ⁠⁠⁠Arjun Sahgal⁠⁠⁠ and ⁠⁠⁠Rachel Reid⁠⁠⁠ are joined by Rob Johnson, Chief Audit Officer at MSU Federal Credit Union Rob shares insights on how the audit process has transformed over the years, particularly with the integration of technology, and discusses the importance of maintaining a balance between regulatory compliance and innovation. The conversation delves into the nuances of internal auditing, the challenges auditors face in today's rapidly changing environment, and the cultural shifts required to embrace new technologies. Rob also opens up about his journey into the credit union space, his passion for the outdoors, and how these experiences shape his approach to auditing. This episode is a must-listen for anyone interested in the intersection of finance, technology, and community service.

In this episode of Counting Change, hosts ⁠⁠Arjun Sahgal⁠⁠ and ⁠⁠Rachel Reid⁠⁠ are joined by the president and CEO of California Credit Union, ⁠⁠Steve O'Connell. Steve shares his insights about creating a culture within a team that allows both the institution and the team members to grow. The conversation explores California Credit Union's expansion and its impact on their culture, how they encouraged team members to have positive feelings for change, and cultural fit in organisations. Whether you're a finance enthusiast, a budding entrepreneur, or simply curious about the dynamics of the financial landscape, this episode serves as a case study of what it takes internally for an institution to be successful in expansion. Join us as we celebrate the unsung heroes of finance and uncover the transformative potential of thinking small in a world of big banks.

In this episode of Counting Change, hosts ⁠Arjun Sahgal⁠ and ⁠Rachel Reid⁠ are joined by FinTech veteran ⁠Bryan Claggett⁠. In part 2 of the Bryan Claggett episode, Claggett dives more in depth about the new expectations consumers have of banking and how the digital experience must be driven by customer centricity. Whether you’re a banking professional or a FinTech enthusiast, this episode offers valuable insights into the dynamic world of financial technology.

In this episode of Counting Change, hosts Arjun Sahgal and Rachel Reid are joined by FinTech veteran Bryan Claggett. Dive into Bryan’s journey from the 1980s banking sector to the forefront of digital banking and FinTech innovation. Explore the transformative power of the internet in banking, the challenges and opportunities facing modern banks and credit unions, and the importance of adapting to new technologies to meet customer needs. Whether you’re a banking professional or a FinTech enthusiast, this episode offers valuable insights into the dynamic world of financial technology.

Join us on today's episode of Counting Change as we delve into Greg Mitchell's fascinating background and how he went from the Coast Guard to First Tech Fed CU. The conversation covers topics related to creating a culture of empowerment, aligning team goals with institutional objectives, and balancing autonomy with accountability. It also delves into the impact of empowerment on decision-making, the importance of recognition and reward, and the value of self-actualization. Additionally, it explores the concept of 'Start with Why' and the significance of a clear purpose in building an organization. Whether you're a finance enthusiast, a budding entrepreneur, or simply curious about the dynamics of the financial landscape, this episode serves as a captivating exploration of how culture impacts a credit union, and the steps you can take to build up that culture. Join us as we celebrate the unsung heroes of finance and uncover the transformative potential of thinking small in a world of big banks.

In this insightful episode of "Counting Change," we are joined by special guest Theron McCollough, Managing Director at Citizens Private Bank. Theron brings a wealth of experience from his impressive career in banking and finance, including his time at First Republic Bank, and as the founder and CEO of a quantitative portfolio management system. Together, we explore the delicate balance between technology and human interaction in the banking industry. Theron shares his thoughts on how technology can enhance customer service without losing the essential human touch. We discuss the evolving user experience, the importance of personalized customer service, and how to address the needs of different generations in the digital age. Join us for a thought-provoking conversation on leveraging technology to improve banking while maintaining meaningful human connections.

In this episode of Counting Change, Arjun Sehgal and Rachel Reid interview Alice Stevens, the VP of consumer lending, product innovation, and credit analytics at VyStar Credit Union. Alice discusses the various applications of AI, such as loan origination and personalized product offerings, and the importance of mitigating bias in AI models. She also touches on the challenges of integrating new software into existing tech stacks and the impact of accurate financial data on borrowers. As AI and the regulations surrounding its use continue to evolve, tune into this episode of Counting Change to get some insight on ways that AI can help you stay competitive in today's modern world.

On this first bonus episode of Counting Change, we focus in on what Ascent is, interviewing a different member of our team each time to give you a 360° understanding of how Ascent is revolutionising banks and credit unions. This episode, hosts Arjun Sehgal and Rachel Reid are joined by Glenn Fossella, Head of Customer at Ascent, to discuss what Ascent is and how it's innovating the banking experience through customer experience. As Glenn explains, Ascent learns from every customer interaction to provide an increasingly personalized experience over time. This allows banks and credit unions to differentiate through superior customer experience. Tune in for an insightful look at how Ascent is bringing technological innovation to community finance and revolutionizing customer journeys in banking. Ascent is the next-generation point-of-sale platform that streamlines and simplifies product applications and forms across financial institutions without disrupting existing systems. It leverages third-party data to pre-fill applications, uses logic and rules for routing, and provides a user-friendly document collection portal. https://ascentplatform.io/

In this insightful episode, Trish North, an experienced professional in fintech and financial institutions, discusses the changing landscape of customer success and data analytics. Trish provides a unique 360-degree perspective on the industry, drawing from her rich experience in various roles spanning traditional banking, credit unions, digital banking, and fintech.   Trish converses with hosts Arjun and Rachel about the evolution of customer success from its early stages to its pivotal role today. She also talks about the challenges and opportunities presented by digitized data and the need for financial institutions to adapt to modernization.   During the discussion, Trish highlights the importance of trust in the digital age and examines the trustworthiness of digitized data in comparison to traditional paper trails. She also elaborates on the complexities of accessing and utilizing data within financial institutions, such as legacy systems and data silos.   Trish offers valuable insights for fintechs looking to forge partnerships with financial institutions. She emphasizes the importance of open communication, collaboration, and adaptability, outlining the key ingredients for fostering healthy relationships between fintechs and FIs. Listeners are provided with engaging anecdotes and practical advice as Trish shares her strategies for navigating the dynamic fintech landscape and driving impactful customer success initiatives. Whether you're a fintech entrepreneur, banking professional, or simply curious about the intersection of technology and finance, this episode offers valuable perspectives and actionable insights for navigating the evolving fintech ecosystem.

In this riveting episode, we dive deep into the world of finance and explore the underdog story of small credit unions versus the corporate giants. Join us as we welcome the insightful Denise Wymore, a beacon of knowledge and experience in the credit union industry, to unravel the importance of these community-centric financial institutions. In an era dominated by mega-banks, small credit unions often stand as a testament to the strength of localized financial services. Denise Wymore, with her extensive background and passion for empowering these smaller entities, sheds light on their pivotal role in fostering financial inclusivity, supporting local economies, and building meaningful relationships with members. Throughout the episode, we uncover the unique advantages that small credit unions offer, from personalized customer service to tailored financial solutions that truly cater to the needs of their communities. Through compelling anecdotes and industry insights, Denise Wymore elucidates how these grassroots institutions champion financial empowerment and social impact on a scale that big banks often overlook. Whether you're a finance enthusiast, a budding entrepreneur, or simply curious about the dynamics of the financial landscape, this episode serves as a captivating exploration of why small credit unions are more than just alternatives – they're indispensable pillars of economic resilience and community prosperity. Join us as we celebrate the unsung heroes of finance and uncover the transformative potential of thinking small in a world of big banks.