Networking Breakfast and Registration

Welcome & Opening Keynote Session
Finding Your True North

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We define CORE Values as the WHY you do what you do. In all instances and in every role we play, we have a reason, intention and motivation. By identifying our CORE Values, we can bring a language and vernacular to our daily life that most of us miss. We tend to get caught up in the WHAT we do way before we have the conversation around WHY we do it. If we don't start with the WHY then we have missed the entire boat. They give way to how we lead, we set goals, we make decisions and communicate our own value to others. It is a must have!

Refreshment Break & Vendor Fair

Breakout Session I
First Party Debt Collection Law Suits - What Can Be Learned from Other's Mistakes

Nobody wants to be a negative headline, but we’ve seen many instances of companies getting attention for the wrong reasons. In this session, Linda Straub Jones will look at several lawsuits relating to collections that have made headlines over the past few years and what could have been done to stop them. She will help you learn from other’s mistakes and get a better understanding of what the regulators and the consumer’s attorneys are concentrating on.

Breakout Session I
How to Significantly Increase Direct Auto Loan Production

It doesn’t matter how much you love your indirect auto lending program. Every credit union needs more direct auto loans. Why? Because direct auto loans are much more profitable than indirect. In this breakout session, Jessica Vartanian will share 20 specific steps your credit union can take to significantly increase direct auto loan volume and multiple success stories of credit unions using these strategies with great success.

Breakout Session I
Regulatory Climate for Member Business Lending

In this session, Ancin Cooley with Synergy Credit Union Consulting, will discuss current regulatory developments involving MBL lending. Discussions will cover the proposes Interagency Credit Risk Review guidance, recent finding from regulatory reports, and MBL lender surveys. In addition, he will provide tips on how to prepare for your next regulatory exam.

Networking Lunch & Vendor Fair

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Lunch will be served in Regency Ballroom E following a dessert social in the Marketplace Hall.

General Session
Lending & Collections: Working Together to Maximize Net Income

In this session, Jessica Vartanian will share lending and collections strategies for financial success. A credit union can only achieve great net income when lending and collections work together to take on appropriate risk without big losses. By attending, you will learn:

• Mandatory steps for successful higher-risk lending;
• Underwriting mistakes that lead to unnecessary loan losses;
• Recognizing members with bankruptcy risk; and
• Collections tips from a road well-traveled.

Refreshment Break & Vendor Fair

General Session
Leveraging Information for Good

As the competitive landscape changes and consumer expectations shift, credit unions must continue to adapt and meet and exceed evolving consumer demands. Avoiding such change comes at the risk of becoming irrelevant. Blake Woods will walk you through credit union and FinTech best practices and successes, illustrating new ideas and insights to empower your credit union to grow segments of its portfolio. During this session, you will learn how leveraging alternative and trended data can amplify your impact in the communities you serve.

Vendor Fair & Networking Reception

Networking Breakfast and Registration

General Session
Economic Update

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Economic performance and market interest rate movements drive credit union operating results and interactions with members. The average duration of U.S. economic recovery is roughly five years in the post-WWII period, but the current expansion is now well into its 11th year. Can it continue? Will trade policy derail recent success? Will the Federal Reserve continue to provide support? This session will explore the implications of key economic developments, potential credit union responses, and prospects for future borrowing and lending trends at southwest credit unions.

Refreshment Break

Breakout Session III
How to Kick-off  ITIN Lending

Starting an individual tax identification number lending program can often be the scariest part of the process. There are too many questions and not enough answers. During this session, Kenia Calderon will go through the basics of ITIN lending and the first three steps credit unions can take to establish a successful program. By attending, you will walk away with an idea as to where your credit union stands in its ITIN lending journey and how you can keep moving toward inclusion.

Breakout Session II
Consultative Lending

Do you have salespeople or order takers working up your loan applications? Are you frustrated with poor production from your frontline lenders? In this session, Don Arkell will walk you through the keys to a successful loan interview and how to identify the right employees in your organization to grow your loan portfolio. Discussion topics will include:

• Creating a Sustainable Sales Culture;
• Making an Emotional Connection with the Borrower;
• Increasing Member Satisfaction;
• Growing Your Direct Loan Portfolio Consistently;
• Selling Value instead of Rate; and
• Recognizing the Importance of Emotional Intelligence.

Breakout Session II
Review, React, Remediate: A Framework for Responding  to Problem Loans

A clear, concise, and organized approach to dealing with problem loans is essential to minimizing credit risk. In this session, Ancin Cooley will provide you with the conceptual framework and templates needed to identify and develop a plan to remediate or exit problem relationships.

The discussion includes:

• Troubled debt restructurings;
• Appraisal processes;
• Nonaccruals; and
• Impairments.

Stretch Break

Breakout Session III
Collection Strategy Optimization

In a post-COVID ARM industry, the ever changing economy has creditors worrying about forecasted recoveries for their agencies in the coming months and years. In this session, Joe Conlon will discuss what strategic and analytical approach creditor agencies can utilize to maximize recoveries, protect their brands, and ensure regulatory compliance.

Breakout Session III
Laying the Foundation for Transformational Digital Experience

Nearly 70% of digital transformation initiatives do not achieve their intended goals. While technology may be the tool, meaningful change requires strategy alignment, goal clarity, process refinement, and an unwavering commitment to transform the experiences your members and your teams have today. In this session, Brian Hamilton will lay the foundation for organizational change and alignment that must occur for any investment in technology to be worthwhile and will briefly consider emerging technologies that enable transformation.

Breakout Session II
Member Business Accounts: Competing with, and Differentiating, Your CU from the Banks 

Competing with and differentiating your credit union from a bank is not an easy task, but it is well worth it. Member business accounts have higher average balances and can contribute significantly to fee income even when fees are below those of banks. Business service levels and access points are different and should be accommodated, especially when it comes to online channels. Opening the account, servicing the account, and handling problems with the account will all determine the growth of your member business deposit program. In this session, Pierre Cardenas helps you identify your business niche, makes sure your system can provide the accessibility, and describes how to develop your personnel, so they can speak the business language.

Networking Luncheon

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Breakout Session IV
Living Broke: The New American Dream for Millennials

In the first quarter of 2017, the millennial generation surpassed the boomers as the single largest block of consumers in the U.S. Straddled with student loan debt, this generation is entering peak borrowing years and has different expectations than previous generations. By attending, you’ll learn why you aren’t attracting and maintaining a relationship with these new borrowers. Reasons include:

• The Expectation Gap between your Board and Millennials;
• “Adulting”—Financial Literacy is at an All-time Low;
• Student Loan Debt Crisis;
• The Sharing Economy is Putting Your Auto Portfolio at Risk; and
• It’s About the Experience.

Breakout Session IV
Collection Agency/Third-Party Service Provider Management

The Consumer Financial Protection Bureau and the National Credit Union Administration have put forth documentation regarding their expectations on how banks and credit unions should manage their third-party service providers. In this session, Linda Straub will examine the two bulletins the CFPB has provided and the NCUA’s two letters on service provider management/oversight. This will include a discussion on:

• Policies & Procedures;
• Conducting Due Diligence;
• Audits;
• Contracts;
• Internal Controls; and
• Training.

Breakout Session IV
Loan Portfolio Management Strategies

Today’s lending leaders must do more than service loan demand, they must create it! How do you target growth in a way that keeps their portfolios profitable and well balanced, while also meeting members needs with the right products and accurate pricing?  In this interactive session, Michael Cochrum, CEO of CUBI.Pro, a credit union focused business intelligence company, will present the key performance indicators that every lending executive should be monitoring on a regular basis and how to interpret the intelligence to make timely and accurate business decisions that maximize lending opportunities and portfolio profitability.  At the end of this session attendees will walk away with a foundation of how they can use intelligence to understand the current performance of their portfolios, how to correct performance and how to capitalize on opportunities.

Refreshment Break

General Session and Council Annual Meeting
External Loan Frauds

Sponsored by:

Straw buyers. Inflated appraisals. Fraud for housing. Fraud for profit. In this session, Susan Landauer will walk you through all the dark paths that your credit union could be exposed to from fraudsters in today’s world. Is your credit union monitoring for these potential fraud schemes, with strong internal controls to prevent and detect external fraud? The session will describe the leading types of loan fraud and identify ways that your credit union can detect them before losses get too high.

Signature Event: CUNA Mutual Group Casino Royal

Entertainment brought to you by the Michael Hix Band

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Networking Breakfast

Breakout Session V
What Should Good Lenders Look For?

Where are all the good lenders? Underwriting has become a lost art. Today it is all about knowing your policies and memorizing your limits rather than knowing how to underwrite. Good leaders need to know the performance of their portfolios, the ratios that really matter, and how to mitigate risk to put performing loans on the books. This session offers advanced loan structuring, up-sell, down-sell, and cross-sell techniques along with the three levels of underwriting.

Breakout Session V
Get a Jump on Mortgage Lending

In this session, Wallace Jones will cover:

• The current state of mortgage lending;
• What will happen to Fannie/Freddie and how that will impact credit unions;
• The importance of mortgage lending for income and membership growth;
• Determining your goals and leveraging mortgage partnerships; and
• How to compete with the big mortgage lenders in your market.

Breakout Session V
Reduce Member Anxiety, Build Loyalty: Creating Emotional Engagement in Digital Channels

The pace of technology innovations, increased competition, and changing consumer expectations are driving the rapid digitization of customer experience (CX) in financial services. Companies that aren’t making the investments now to provide an all-digital experience risk being left behind by their competitors.

Hear highlights from new research exploring credit union members’ expectations of CX and the role that emotions play in shaping consumers’ perceptions. Examine the actions credit unions can take to address member emotions related to member interactions. Review the benefits credit unions can expect if they provide a truly differentiated, positive emotional member experience.

Closing Keynote and Prize Drawing
Leading Under Stress

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This program specializes in teaching leaders how to energize their people and themselves when they need it most. Andy Core will present two evidence-based ideas and a formula to better manage times of high workload and organizational or industry change and communicate change in a way that improves focus and “proactive behavior.” Providing this program will help leaders and their teams be more successful under stress.