The Credit Union Leadership Podcast

ServiStar Consulting
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  • Updated Biweekly

We serve hope to current and aspiring credit union leaders by providing solutions to your leadership challenges. If you’re a credit union leader seeking to grow your business, tune in to this podcast. ServiStar Consulting’s Mike Neill, Taylor Murray, and Scott Albrecht draw on their extensive experience of working with countless credit unions to provide valuable insights and lessons.

  1. 4h ago

    Winning Strategies - Leading Without Losing Yourself

    Many leaders are working hard, achieving results, and staying engaged, yet still feel exhausted, disconnected, or on the edge of burnout. The challenge is not a lack of commitment. It is that work life balance often fails to reflect the realities of leadership. In this Winning Strategies webinar, Scott Anderle introduces a practical framework for work life integration that focuses on harmony rather than balance. Through his Wave Theory model and the Wave Check assessment, leaders learn how to evaluate the areas of life that most influence their energy, purpose, and effectiveness. If you want to lead others well without losing yourself in the process, this episode provides a powerful starting point. In this episode we talk about and answer these questions: Why are so many engaged employees still struggling with burnout and disengagement? What is the difference between work life balance and work life integration? How do enjoyment, satisfaction, and meaning influence leadership effectiveness? What are the ten life waves that shape personal and professional harmony? How can the Wave Check assessment help identify areas of growth and dissonance? What practical steps can leaders take to improve resilience and long term fulfillment? Click Here to Submit Your Questions Links from show: Wave Check Assessment BETA Emerging Leaders Program Behavioral Scientist saying praying makes you happier video Three Macronutrients for Happiness video Building a Non-Anxious Life with Dr. John Delony Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    1h 1m

  2. Jun 16

    Culture, Curiosity, and Unreasonable Hospitality – Turning Learning into Action with Amber Herman

    Most organizations invest in culture, but few actually change it. The gap is not intention, it is execution. In this episode, Scott and Scott sit down with Amber Herman to challenge how leaders think about learning, culture, and employee experience. From her journey into the credit union movement to her work in data, marketing, and member experience, Amber makes a strong case that culture and learning are inseparable. The real tension is this. Are we creating moments that feel good, or movements that drive change? Through practical examples like culture guides, pre and post event planning, and borrowing ideas from outside the industry, this episode equips leaders to stop wasting effort and start building culture that sticks.  In this episode we talk about and answer these questions:  • how do you turn culture initiatives into lasting behavior change instead of one time events  • what does it mean to be a learner even if you are not a reader  • how can leaders use ideas from outside the industry to strengthen their culture  • what role do culture guides and structured tools play in building consistency  • how should leaders prepare for and follow up after training or conference experiences  • what is one unreasonable action you can take in the next 30 days to elevate your team  Click Here to Submit Your Questions  Links from show:  CultureCon  STRUM Platform  Amber Herman LinkedIn  Unreasonable Hospitality by Will Guidara  Culture Wheel Playbook  Disney Hall of Traditions  Bit of Optimism Podcast with Will Guidara  The Hot Dog Story  ServiStar's Emerging Leaders program ServiStar's TARGET Leadership course Subscribe to ServiStar Leadership Podcast on YouTube  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    51 min

  3. Jun 2

    Control the Controllables – Leading Former Peers and Growing with Confidence with Melanie Henson

    Leadership often arrives faster than expected. In this episode, Scott and Scott sit down with Melanie Henson from America’s First Federal Credit Union to talk about stepping into leadership with little notice and learning to lead with confidence. After being promoted to manage a consumer lending team, Melanie had to quickly navigate boundaries, manage former peers, and communicate expectations clearly. Through ServiStar’s Emerging Leaders program, she developed tools for coaching, mentorship, and leading change while reducing drama and building trust. Her story is a practical reminder that growth requires discomfort, clarity, and a willingness to control what you can. If you are transitioning into leadership or preparing for your next role, this episode offers real world lessons you can apply immediately.  In this episode we talk about and answer these questions:  • how to lead effectively after being unexpectedly promoted  • what boundaries look like when managing former peers  • how communication styles like the “bug” framework reduce team friction  • how one on one conversations build clarity and accountability  • why saying yes to growth opportunities accelerates leadership development  • how calculated risk in lending aligns with the credit union mission  Click Here to Submit Your Questions  Links from show:  ServiStar's Emerging Leaders program  ServiStar's Coaching For Performance Workshop America’s First Federal Credit Union  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    51 min

  4. May 28

    Winning Strategies - Culture Greater Than Strategy

    Most organizations believe strategy drives success. In reality, culture determines whether strategy ever gets executed. In this episode, Mike Neill breaks down why culture is the true competitive advantage in the credit union movement and why even the best systems fail when employee engagement is low. As AI and automation continue to reshape financial services, Mike argues that trusted advisor relationships, wisdom, and judgment are still what separate great credit unions from everyone else. Leaders must move beyond posters and slogans and start embedding culture into hiring, recognition, accountability, and everyday behaviors. If your culture is drifting, your strategy eventually will too. This conversation gives leaders practical ways to realign teams around mission, member experience, and meaningful execution.  In this episode we talk about and answer these questions:  • why culture impacts execution more than strategy alone  • what warning signs reveal a culture that is drifting away from the mission  • how engaged employees elevate systems while disengaged employees break them  • why trusted advisor relationships remain a credit union advantage in the age of AI  • how leaders should align KPIs, hiring, and recognition with member experience  • what practical steps create a culture that supports accountability and growth  Click Here to Submit Your Questions  Links from show:  ServiStar Consulting  Check out ServiStar's Coaching for Performance Workshop Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    51 min

  5. May 19

    How Credit Unions Build Teams That Deliver Consistent, Competent Service

    This episode gives listeners an inside look at one of our ServiStar Trainer Mastermind Groups, where certified trainers unpack how to teach Service Excellence more effectively. Scott is joined by Josh Sweeney from Kemba Credit Union and Heather Fritz from Dow Credit Union for a practical conversation about what truly moves members from simply satisfied to deeply loyal. Along the way, they explore meaningful and memorable moments, the CARE model for service, empathy that leads to action, and how consistency and competence shape the member experience. Whether you are a trainer, current leader, or aspiring leader, this conversation will challenge you to think more intentionally about the service culture you are building. What you’ll learn: How to move members from being merely satisfied to becoming loyal advocates by helping them not only receive value, but feel valued. Why meaningful and memorable moments, empathy, and listening with your whole self are essential to delivering exceptional service. How leaders can build consistency and competence across teams by tying daily behaviors back to purpose, attitude, and ownership. Click Here to Submit Your Questions    Links from show:  ServiStar Winning Strategies webinars  Sign up for the Service Excellence workshop we talk about! Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    34 min

  6. May 1

    Winning Strategies - Getting Off The Coaching Roller Coaster

    Have you ever coached the same employee on the same issue more than once? You have the conversation. Things improve for a week. Then the behavior returns. That is the coaching rollercoaster, and it is exhausting. In this episode, Mike Neill walks through why leaders get stuck in repeated conversations that never lead to real change. From fixer syndrome to avoiding confrontation, we unpack the habits that quietly lower standards and frustrate high performers. If you want to stop bailing people out and start building true accountability, this episode gives you a clear framework. You will learn when to train, when to confront, and when to move from coaching to consequences so your culture gets stronger, not softer.  In this episode we talk about and answer these questions:  • why leaders get stuck in repeated coaching cycles that never stick  • how projection, codependency, and fixer syndrome sabotage accountability  • how to determine if a performance gap is unwillingness or inability  • when to stop coaching and move into the performance management process  • how to redirect excuses and make employees own their next step  • how to rebuild trust with high performers after tolerating low standards  Click Here to Submit Your Questions  Links from show:  ServiStar Coaching for Performance  ServiStar free leadership webinars  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    59 min

  7. Apr 21

    Proof of Purpose - Measuring Mission and Financial Wellbeing with Andy Bandyopadhyay

    Credit unions talk about mission every day, but how often do we measure it? In this episode, Scott and Scott sit down with Andy Bandyopadhyay of Attune to explore how leaders can move beyond slogans and create real proof that their work is changing lives. With employee engagement at historic lows, the conversation challenges leaders to connect daily behaviors to measurable outcomes for both employees and members. You will hear how financial wellbeing metrics, coaching conversations, and consistent communication turn mission into momentum. If you want your team to see that their work matters and build a culture where purpose drives performance, this episode provides a practical framework to start immediately.  In this episode we talk about and answer these questions:  • why employee engagement drops when mission is not measurable  • how to measure mission with the same rigor as financial performance  • what financial wellbeing metrics better reflect member impact  • how leaders can capture and share proof of purpose moments  • why communicating mission repeatedly builds culture and clarity  • how data and coaching work together to reinforce purpose    Click Here to Submit Your Questions  Links from show:  Attune Insights  CUInsight article: We Need Clear National Standards to Measure Mission and Margin Together  Andy Bandyopadhyay LinkedIn  ServiStar's New Employee Bundle ServiStar's TARGET Leadership course Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    1 hr

  8. Apr 1

    Winning Strategies - Ignite Your Why

    When leaders lose clarity, they lose energy. Many credit union professionals are running hard but feel like they are running on fumes. In this episode, Scott walks through how defining a personal purpose statement can restore direction, hope, and resilience. Drawing from Gallup research and his own season of burnout, he explains how purpose becomes a decision filter, not just an inspirational phrase. You will learn how to connect the credit union movement, your organization’s mission, your department’s role, and your personal calling into one aligned North Star. If you want to lead with conviction instead of exhaustion, this workshop style episode gives you the framework to write a purpose statement that guides your next step.  In this episode we talk about and answer these questions:  • why purpose drives better decisions and prevents burnout  • how the four levels of purpose align movement, mission, department, and personal impact  • what formula to use when writing a personal purpose statement  • how to identify your desired impact before choosing values and actions  • why purpose evolves over time and requires reflection  • how to commit to one next step that reinforces your purpose  Click Here to Submit Your Questions  Links from show:  ServiStar Winning Strategies webinars  ServiStar Credit Union PHD course Unlocking Your Potential - The Impact of GiANT Leadership Voices podcast episode  Subscribe to ServiStar Leadership Podcast on your favorite streaming service

    58 min
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About

We serve hope to current and aspiring credit union leaders by providing solutions to your leadership challenges. If you’re a credit union leader seeking to grow your business, tune in to this podcast. ServiStar Consulting’s Mike Neill, Taylor Murray, and Scott Albrecht draw on their extensive experience of working with countless credit unions to provide valuable insights and lessons.

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