The CUInsight Network

CUInsight | Credit Union
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Welcome to The CUInsight Network. In each episode we have wide-ranging conversations with thought leaders who support the credit union community. We identify issues and challenges facing credit unions and identify best practices. The goal of The CUInsight Network is to take a deeper dive with people and find the gems we can all learn and grow our credit unions from. Thank you for tuning in. Enjoy!

  1. 1 day ago

    Speed Without Compromise - Origence

    “Find or do something in your career that you enjoy, and this will help bring passion to what you do every day.” - Marlene Juarez Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Marlene Juarez, Vice President of Professional Services & Training at Origence. She joins me in this episode for a conversation about technology, lending, leadership, and the experiences that shape a career in the credit union movement. Tune in as Marlene reflects on how her path to her current role certainly wasn’t a straight line. She shares how she started out in finance, where working in lending and collections taught her some valuable lessons about understanding borrowers. From there, she moved into the credit union world, eventually becoming a vice president before stepping back to spend more time with her growing family. That decision ultimately led her to Origence, where she has now spent more than two decades building expertise across credit unions, dealerships, lending, and technology. Throughout our conversation, Marlene and I discuss what makes Origence different from a traditional technology vendor, including its CUSO structure and deep connection to the credit union community. Marlene also shares why “Go Live” shouldn’t be viewed as the finish line for a technology implementation but rather as the beginning of something that needs to evolve alongside a credit union’s goals, members, and compliance requirements. We also talk a bit about AI, with Marlene making a truly compelling case for starting with something much less flashy: clean data, and we talk about what practical, useful AI should actually accomplish in lending as well as why reducing friction and producing meaningful results matters more than chasing the biggest promises. As we wrap up the conversation, we get into developing the next generation of leaders, the importance of mentorship, and the value of listening to new ideas, and, of course, Marlene undergoes our usual round of rapid-fire questions as we get to find out about her favorite way to splurge, her favorite book, her approach to work-life balance, what she looks for when traveling to a new city, and more! Enjoy my conversation with Marlene Juarez! Find the full show notes on cuinsight.com. Connect with Marlene: Marlene Juarez, Vice President of Professional Services & Training at Origence origence.com Marlene: LinkedIn Origence: LinkedIn | Facebook | X Show notes from this episode: Place mentioned: California Shout-out: CUDL Shout-out: Marlene’s first manager Book mentioned: Year of Yes by Shonda Rhimes TV series mentioned: Grey’s Anatomy TV series mentioned: Scandal Place mentioned: Hawaii In this episode: [0:52] - Hear how an exchange-student experience sparked Marlene’s love of travel and inspired her international-relations ambitions. [1:37] - Marlene reflects on how her career evolved from lending and credit unions to leading teams and supporting Origence’s national partners. [4:54] - As a CUSO rooted in credit unions, Origence understands their needs and evolves alongside them. [6:57] - Clean data enables effective AI, while young leaders bring fresh technological perspectives worth embracing. [8:25] - What is Marlene’s focus for the road ahead? [11:08] - Marlene credits her first manager as having been an effective leader. [12:42] - Marlene reflects on what she loves about the book Year of Yes and also its author Shonda Rhimes. [14:03] - Working across time zones makes balance difficult, so Marlene unwinds with exercise, music, audiobooks, and puzzles. [15:01] - Marlene encourages others to pursue work that they enjoy, believing that passion makes careers more fulfilling.

  2. 3 days ago

    Strategic Leadership - DDJ Myers

    “You have to really understand yourself before you can be a leader of others.” – Deedee Myers Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is returning guest Deedee Myers, CEO of DDJ Myers. She joins me for this episode for a conversation about what it takes for credit unions to keep moving forward. We have previously talked about the future of credit union leadership, and this time, we’re building on that discussion with a closer look at the people and practices that can make a real difference. We kick things off with the boardroom, with Deedee sharing why a high-performing board can become a genuine competitive advantage and why a status-quo mindset can have the opposite effect. The two of us discuss what separates boards that are actively shaping their organizations from those which have become too comfortable, including the importance of preparation, meaningful conversations, accountability and keeping pace with a changing industry. Throughout our conversation, we discuss technology, generational change, and the evolving role of HR, with Deedee explaining why board members need broader experiences with the technology and services their members use as well as why HR has an increasingly important seat at the planning table. Deedee also gives us a look at what’s ahead for DDJ Myers and its expanding relationship with ALM First, including a more integrated approach to supporting credit unions from the balance sheet to the boardroom. As we wrap up the conversation, we have a little fun and so something a little unusual. Deedee's son Bryce Myers-Haeussler joins us for our rapid-fire questions, sharing his own career plans, favorite ways to recharge and some exciting personal milestones, and we finally wrap up with a reminder from DeeDee to recognize our own mastery, keep growing into it and help others find theirs! I hope that you enjoy this conversation with Deedee Myers! Connect with Deedee: Deedee Myers, CEO at DDJ Myers, Ltd. ddjmyers.com Deedee: LinkedIn DDJ Meyers, Ltd.: LinkedIn Show notes from this episode: Shout-out: Zoom Shout-out: IPad Shout-out: America’s Credit Unions Council Shout-out: Peter Myers Shout-out: ALM First Shout-out: Bryce Myers-Haeussler Book mentioned: The Science of Scaling: Grow Your Business Bigger and Faster Than You Think Possible by Dr. Benjamin Hardy & Blake Erickson Shout-out: OnPath Federal Credit Union Book mentioned: The Gray Man Series by Mark Greaney Shout-out: Bryce’s brother Scott Shout-out: Eagle Scout Shout-out: Deedee’s mom Shout-out: Grant Thornton Previous guests mentioned in this episode: Deedee Myers In this episode: [1:09] - Deedee explains how high-performing boards drive strategic decisions, strengthen competitiveness, and avoid preserving the status quo. [4:54] - It's so important for boards to embrace technology, clarify their responsibilities, and evolve from oversight to strategic leadership. [7:26] - Hear how strategic HR aligns people, culture, and leadership with business priorities via workforce planning and development. [10:35] - A future-focused strategy integrates services while strengthening leadership, governance, talent, and measurable outcomes. [13:27] - Welcome Deedee’s son Bryce to the show! [14:28] - Hear what Deedee loves about the book The Science of Scaling. [14:58] - Bryce loves the Gray Man series of fictional books. [16:49] - Bryce reveals that he learned from his mom to start, persevere, and simply get the job done. [17:38] - Effective leadership begins with self-awareness, requiring us to understand and accept ourselves before influencing others. [18:27] - Deedee and Bryce share what they’re looking forward to in the near future. [20:29] - Deedee encourages listeners to keep living into their mastery and to help others find theirs.

  3. 21 Aug

    Invisible Plumbing - Tyfone

    “AI companies have incredible convenience and are working on trust. Credit unions have trust and are working on convenience. The only question is who gets there first.” – Siva Narendra Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Siva Narendra, CEO and Co-Founder of Tyfone who returns to the podcast after having previously been featured in episode 100. This time, he joins me to discuss how AI is changing financial services at an alarming rate and what that means for credit unions. Tune in as Siva shares why he believes trust remains credit unions' greatest advantage but also explains why that advantage won't last forever unless institutions rethink how they approach it. We talk about why simply adding AI-powered features isn't enough, how credit unions can remain central to members' financial lives, and why the race between trust and convenience is accelerating faster than many people even realize. Throughout our conversation, Siva and I also explore why he regards lending as one of the strongest long-term opportunities in the AI era, the growing importance of identity verification, and the security challenges that come with increasingly sophisticated AI tools. Along the way, he offers some practical insights into how Tyfone is building technology designed to help credit unions embrace innovation without compromising the relationships that have always set them apart. As we wrap up the conversation, Siva discusses the inventor who inspires him most, the surprisingly indispensable purchase that's become part of his daily routine, the podcasts he relies on to stay informed, and why gardening (and a daily commute with his wife) continues to help him maintain balance outside of work. Enjoy this conversation with Siva Narendra! Connect with Siva: Siva Narendra, CEO and Co-Founder of Tyfone tyfone.com Siva: LinkedIn Tyfone: LinkedIn | Facebook | Instagram | YouTube | Spotify (DIgital Panking Podcast) | X Show notes from this episode: Shout-out: AT&T Shout-out: Verizon Shout-out: Netflix Topic mentioned: Omnichannel Shout-out: ChatGPT Shout-out: Apple Shout-out: Abraham Lincoln Shout-out: Keurig Podcast mentioned: Planet Money Podcast mentioned: The Indicator from Planet Money Shout-out: Greg Michlig Topic mentioned: The Holocaust Shout-out: Siva’s in-laws Shout-out: Siva’s wife Previous guests mentioned in this episode: Siva G. Narendra (episode #100) In this episode: [1:17] - Hear how digital banking is Tyfone’s foundation for continuous innovation! [2:56] - Siva argues that credit unions need to close the personalization gap while holding onto their advantage in member trust. [5:58] - Siva explains how SDK-based customization can leave institutions isolated, while frontier AI offers more personalized financial insights. [8:10] - Generative AI requires strong authentication, data controls, observability, and guardrails to remain secure and relevant! [11:10] - Hear how lending still gives financial institutions an edge because of regulation, risk, institutional knowledge, and physical branches. [14:41] - As AI makes identities easier to fake, verifying people in person becomes more important than ever. [16:25] - Hear how Tyfone is working on authentication to help maintain trust as AI makes fraud easier. [18:22] - Hear why Siva admires Abraham Lincoln. [18:52] - Siva reveals what he loves about his Keurig coffee machine. [19:44] - Find out what podcasts Siva loves. [21:49] - Siva reminds us that physical branches, underwriting judgment, and loan officers remain irreplaceable assets that AI can't replicate.

  4. 19 Aug

    Trust - Gallagher

    “Trust is something that can only be built by consistently doing the right thing over an extended period of time.” - Jeremy DeBruin Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Jeremy DeBruin, Senior Area Vice President at Gallagher. Jeremy's story perfectly captures what sets the credit union market apart, and he shares how growing up in a blue-collar family shaped his outlook on work, leadership, and service—and why a pivotal moment from his childhood gave him an appreciation for a people-first philosophy. We discuss Jeremy's path into executive benefits, and the role Gallagher plays in helping credit unions hold onto exceptional leaders while remaining accountable long after a plan is put into place. Jeremy explains why his team is committed to providing guidance, administrative support, and follow-through for decades, ensuring credit unions have a trusted partner throughout the life of every plan! Throughout our conversation, we spend time discussing what the strongest organizations are doing to prepare for the future, from succession planning and attracting younger leadership to building cultures that encourage talented people to stay and grow. Jeremy offers some thoughtful insights into how trust is earned, why patience often leads to better decisions than chasing the latest trend, and how an entire team working behind the scenes helps deliver the consistency clients depend on year after year. As we wrap up the episode, Jeremy undergoes the usual round of rapid-fire questions, and he shares the leadership lessons that he learned from his father and longtime mentor Rich Brock. He also shares his fascination with mechanical watches, his favorite places to travel, the books that help keep his priorities in perspective, and why he remains deeply grateful to spend his career serving credit unions. Enjoy my conversation with Jeremy DeBruin! Connect with Jeremy: Jeremy DeBruin, Senior Area Vice President at Gallagher ajg.com Jeremy: LinkedIn Gallagher: LinkedIn | Instagram | Facebook | X | YouTube Show notes from this episode: Shout-out: Oakland Athletics Shout-out: New York Stock Exchange Shout-out: Jeremy’s parents Shout-out: Campbell’s Soup Shout-out: Dave Ramsey Shout-out: Bank of America Place mentioned: Sacramento, CA Place mentioned: New York City, NY Shout-out: Rich Brock Shout-out: Apple Place mentioned: Anchorage, AK Shout-out: Home Depot Book mentioned: Tuesdays with Morrie by Mitch Albom Book mentioned: Have a Little Faith by Mitch Albom Book mentioned: For One More Day by Mitch Albom Shout-out: Jeremy’s wife Shout-out: Jeremy’s kids Shout-out: Mother Teresa In this episode: [0:51] - Jeremy reflects on how his childhood fascination with the stock market sparked an early interest in finance. [2:46] - For Jeremy, watching his parents switch to a credit union inspired a lifelong appreciation for member-focused banking. [5:08] - Hear how a church mission and college connections led Jeremy to executive benefits and Gallagher. [7:37] - Gallagher helps credit unions retain leaders via benefits and support. [9:55] - Jeremy explains that future-ready credit unions prioritize younger boards, succession planning, and cultures which attract emerging leaders. [11:35] - Jeremy argues that maintaining trust requires consistent integrity, careful recommendations, and lasting client accountability. [14:05] - Jeremy points out how behind every executive benefit recommendation is a great deal of analytical work from an unseen support team. [16:30] - Gallagher prioritizes long-term administrative support for executive benefit plans lasting even decades after implementation. [18:47] - Learn why Jeremy looks up to his dad as a leader. [22:12] - Jeremy is enthusiastic about his love for mechanical watches. [23:11] - Jeremy reflects on how a hometown board meeting reminded him that volunteer directors represent ordinary members like his parents. [26:16] - We discover why Jeremy loves Mitch Albom’s books. [27:21] - Staying present with family and friends is Jeremy's main strategy for managing work-life balance. [28:58] - Jeremy remains deeply grateful to support credit unions whose mission positively impacts everyday people. Consulting and insurance brokerage services to be provided by Gallagher Benefit Services, Inc. and/or its affiliate Gallagher Benefit Services (Canada) Group Inc. Gallagher Benefit Services, Inc., a non-investment firm and subsidiary of Arthur J. Gallagher & Co., is a licensed insurance agency that does business in California as “Gallagher Benefit Services of California Insurance Services” and in Massachusetts as “Gallagher Benefit Insurance Services.” Securities offered through Osaic Wealth, Inc. member FINRA/SIPC. Osaic Wealth is separately owned and other entities and/or marketing names, products or services referenced here are independent of Osaic Wealth. Neither Osaic Wealth nor their affiliates provide accounting, legal or tax advice.

  5. 7 Aug

    Relationship-Focused - Strum Platform

    “The institutions we will see win with AI will be the ones that use it to become more human.” - Laurie Flanders Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Laurie Flanders, SVP of Client Experience & Growth at Strum Platform. She joins me for this episode to shed light on a common misconception about data: that collecting more of it automatically leads to better member experiences. Laurie challenges that assumption, exploring why data alone isn't enough. Instead, she explains what it takes for credit unions to transform information into meaningful action that delivers real value for members. She reflects on her unconventional career path from studying English to working in banking, risk management, branch operations, and ultimately helping credit unions strengthen relationships with members via technology. Throughout our conversation, Laurie explains why understanding data matters far more than simply having it and how disconnected systems often prevent institutions from delivering the experiences that members expect. We also discuss Strum Platform's new CRM built specifically for credit unions and why an approach focused on relationships looks very different from the sales-first CRMs that dominate the market. Laurie explains how bringing member information together in one place can help employees serve members more effectively without adding yet another complicated system to their daily workflow. As we wrap up the conversation, we turn to the timely topic of AI. Laurie makes the case that, rather than replacing employees, AI has the potential to eliminate tedious work, giving people more time to focus on what matters most: building genuine human connections. We discuss how credit unions can embrace emerging technology while staying true to the people-first philosophy that has always set them apart, and, of course, Laurie undergoes our usual round of rapid-fire questions. Enjoy this insightful conversation with Laurie Flanders! Connect with Laurie: Laurie Flanders, SVP of Client Experience & Growth at Strum Platform strumplatform.com Laurie: LinkedIn Strum Platform: LinkedIn Show notes from this episode: Shout-out: Lee Allen Shout-out: Laurie’s grandmother Place mentioned: Scottsdale, AZ Shout-out: MAC 2026 Conference Book mentioned: Good to Great: Why Some Companies Make the Leap...And Others Don't by Jim Collins Shout-out: Laurie’s children In this episode: [1:02] - We learn that Laurie originally wanted to be a middle school English teacher. [2:00] - Laurie traces her journey from banking compliance to helping credit unions use member data. [5:59] - Laurie reveals how Strum Platform unifies member data to deliver more personalized financial guidance. [8:11] - Data creates value only when connected, understood, and turned into meaningful action. [11:02] - Strum Platform's CRM gives every employee a unified view in order to strengthen member relationships. [14:29] - Integrated systems improve personalized member service by keeping everyone on the same page. [16:23] - AI should ultimately empower employees by strengthening human relationships, not replacing them. [18:53] - Strum Platform will keep investing in AI, innovation, and partnerships to help credit unions thrive. [21:00] - Laurie cites her grandmother as a perfect example of an effective leader. [24:25] - Learn why Laurie recommends the book Good to Great. [25:31] - Laurie prioritizes being fully present for both her family and her career in order to maintain balance. [26:44] - Laurie argues that credit unions should use technology and data to strengthen relationships and guide future growth.

  6. 24 Jul

    Infrastructure First - Nexcess

    “Infrastructure used to be invisible. Now, it’s the brand. ” - Kamila Thompson Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Kamila Thompson, Senior Director of Growth at Nexcess. She comes on the show to discuss the way that we think about technology, trust, and the future of digital banking. Listen as we talk about protecting a credit union’s core system and why the systems surrounding it can have an even more profound impact on security, compliance, and the member experience. Throughout our conversation, Kamila explains how digital transformation has left many institutions managing vendors and integrations, creating complications that often are not understood until an examination or outage exposes the gaps. She shares some practical insights into why leaders need to explain the “why” of their technology in plain language, and we also discuss what organizations can do to better prepare for future exams while strengthening resilience behind the scenes.  We explore how member expectations have changed over time—reliability is no longer defined by branch hours or friendly service alone but is measured by whether digital experiences work flawlessly when members need them. Kamila makes the case that infrastructure has become part of a credit union’s brand and that trust is built via consistent and dependable technology! As we wrap up the episode, Kamila looks ahead to AI-ready infrastructure, the growing role of purpose-built cloud environments, and why credit unions shouldn’t have to choose between innovation, compliance, and security. She also undergoes our usual round of rapid-fire questions, and you're going to want to tune in for her answers. Enjoy my conversation with Kamila Thompson! Connect with Kamila: Kamila Thompson, Senior Director of Growth at Nexcess nexcess.com Kamila: LinkedIn Nexcess: LinkedIn | YouTube Show notes from this episode: Shout-out: Indiana Jones Shout-out: Kamila’s daughter Shout-out: Star Wars Shout-out: Kamila’s grandfather Shout-out: Robbie’s grandfather Place mentioned: California Place mentioned: Washington Place mentioned: New York Place mentioned: New Jersey Place mentioned: Nashville, Tennessee Place mentioned: The Great Smoky Mountains Book mentioned: The MANIAC by Benjamin Labatut Shout-out: John von Neumann In this episode: [1:30] - Hear how Kamilla found an ideal fit at Nexcess, combining her passions for marketing, data, and secure infrastructure. [4:58] - Kamilla discusses how rapid digital transformation often leads to hidden compliance risks without a strong infrastructure foundation. [7:21] - It’s important for leaders to understand and document their digital infrastructure to meet regulatory expectations. [9:44] - Reliable digital infrastructure has become central to member trust, satisfaction, and long-term retention. [12:32] - For the foreseeable future, Nexcess will be focusing on AI-ready infrastructure, as it enables financial institutions to scale without sacrificing speed or compliance. [13:54] - We learn why Kamilla looked up to her grandfather. [15:11] - Traveling with Nexcess has inspired Kamilla to explore Nashville and the Smoky Mountains. [15:52] - Hear why Kamilla recommends the book The MANIAC by Benjamin Labatut. [16:46] - Kamilla explains how getting up early helps her maintain balance. [17:41] - In closing, Kamilla argues that lasting digital trust depends on reliable infrastructure, not just polished apps.

  7. 10 Jul

    Self-Issuance - i2c

    "Direct issuance offers credit unions the ability to have more touch points and connect with their members to help solve business challenges.” - Geoff Dean Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guests on today’s show are Dan Hanks, SVP of Global Product Management, and Geoff Dean, Director of Commercial Product Management - both of i2c Inc. They come on board for this episode to talk about how card programs can play a much bigger role in a credit union's long-term success than many people may realize, which is why more credit unions are taking a fresh look at self-issuance and how today's technology is making that option more accessible to institutions that may have ruled it out in the past. Throughout our conversation, we compare the traditional agent banking model with self-issuance, explaining some of the differences when it comes to control, profitability, and the overall member experience. Dan and Geoff discuss why owning more of the card program can help credit unions strengthen member relationships, respond more effectively to member needs, and protect the trust that sets them apart from larger financial institutions. They also explain why self-issuance isn't simply about issuing cards but is also about creating better products, offering more flexibility, and positioning credit unions to serve members in more meaningful ways. As we wrap up the episode, we explore how modern processing platforms support the ability to self-issue while also reducing many of the barriers that once made self-issuance difficult for smaller organizations. They offer some memorable closing remarks, persuading credit unions to leverage modern technology to incorporate self-issuance, stressing the importance of strengthening member relationships. Enjoy my conversation with Dan and Geoff!  Connect with Dan & Geoff: Dan Hanks, SVP of Global Product Management at i2c Geoff Dean, Director of Commercial Product Management at i2c i2cinc.com Dan: LinkedIn Geoff: LinkedIn i2c: LinkedIn | Instagram Show notes from this episode: Place mentioned: Silicon Valley, CA Shout-out: Wells Fargo Shout-out: Apple Shout-out: Google In this episode: [1:03] - Hear how self-issuance gives credit unions more control and revenue opportunities as well as stronger products. [3:20] - Geoff adds that self-issuance strengthens member relationships while enabling customization and program control.  [6:10] - Direct issuance helps credit unions resolve member needs faster via stronger relationships and better visibility. [8:18] - Dan argues that competitive self-issued cards help credit unions strengthen loyalty and protect valuable member relationships. [10:30] - Hear why it’s so crucial to find the right partner. [12:33] - In closing, credit unions should reconsider self-issuance, as modern solutions have made it viable for more institutions.

  8. 8 Jul

    Hidden Costs - Quavo

    ““A true strategic partner understands what your goals and challenges are and brings solutions and ideas on how to solve those problems.” – Rex Richardson Thank you for tuning in to The CUInsight Network, with your host, Robbie Young, Vice President of Strategic Growth at CUInsight. In The CUInsight Network, we take a deeper dive with the thought leaders who support the credit union community. We discuss issues and challenges facing credit unions and identify best practices to learn and grow together. My guest on today’s show is Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes. He unpacks how his unexpected path into financial services led him through more than 17 years of direct experience in fraud, claims, and back-office operations before ultimately landing his current role. Listen in as Rex shares how early influences set the stage for a career built around understanding complex systems and the people they impact. Throughout our conversation, we dig into what the fraud and disputes space looks like behind the scenes, with Rex breaking down how Quavo approaches it from initiation through investigation, recovery, and resolution, while also leveraging automation, compliance, and emerging AI tools. The result is not just operational efficiency, but also a faster and more transparent experience for members who are often dealing with urgent financial concerns. Our conversation also turns to one of the biggest pressures that credit unions are facing today: rising amounts of disputes paired with staffing and budget constraints, and Rex walks us through why simply adding more people isn’t always sustainable, instead making the case for strategic partnerships that bring forth expertise, automation, and compliance support. We also explore the hidden costs that creep into inefficient systems such as longer resolution times, increased member contact, and growing operational strain that can quietly increase expenses. As we wrap up the episode, Rex reflects on what separates a true strategic partner from a traditional staffing solution, highlighting the importance of collaboration, problem-solving, and long-term alignment over short-term labor support. We close with a discussion on the integration of AI in fraud investigations, with Rex sharing how human-in-the-loop decision-making could help speed up resolutions while still maintaining oversight and accuracy. Enjoy this insightful conversation with Rex Richardson! Connect with Rex: Rex Richardson, Director of Client Processing at Quavo Fraud & Disputes quavo.com Rex: LinkedIn Quavo: LinkedIn | Facebook | YouTube | X Show notes from this episode: Shout-out: Rex’s uncle Shout-out: Rex’s grandfather Place mentioned: Italy Place mentioned: Mexico City, Mexico Shout-out: Rex’s wife Place mentioned: Chicago, IL Book mentioned: The Lord of the Rings Trilogy by J.R.R. Tolkien Shout-out: Apple Shout-out: Rex’s kids In this episode: [0:54] - We learn that Rex once considered becoming a high school teacher. [1:57] - Rex entered banking via his uncle, later advancing into leadership roles across claims and operations before joining Quavo. [4:09] - Hear how Quavo helps simplify a complex, regulated claims industry. [7:03] - Strategic partners help credit unions manage fraud complexity, compliance, and scaling while improving efficiency and member experience. [10:59] - Rex explains how rising operational costs and delayed resolutions create hidden inefficiencies. [14:21] - True strategic partners provide strategy and solutions, unlike staffing firms that only supply workforce support. [17:10] - Rex discusses AI being developed to assist human decision-making in fraud investigations. [20:55] - Rex's grandfather’s leadership and customer engagement continue to affect how he interacts with others. [22:04] - Travel remains Rex's favorite way to splurge, especially immersive cultural experiences in cities like Mexico City and Chicago. [25:42] - Rex argues that turning off work notifications helps create real separation and restores life outside constant digital urgency. [28:35] - Credit unions should identify inefficiencies and consider strategic partners to help improve operations and member experience.

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About

Welcome to The CUInsight Network. In each episode we have wide-ranging conversations with thought leaders who support the credit union community. We identify issues and challenges facing credit unions and identify best practices. The goal of The CUInsight Network is to take a deeper dive with people and find the gems we can all learn and grow our credit unions from. Thank you for tuning in. Enjoy!

Information

  • Creator
    CUInsight | Credit Union
  • Years Active
    2021 - 2026
  • Episodes
    151
  • Rating
    Clean
  • Copyright
    © 2026 The CUInsight Network
  • Show Website
    The CUInsight Network

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