Live Webinar

Proven Ways To Reinvigorate Your Member and Employee Experience

Is your credit union working tirelessly to reimagine how you can serve members and staff in this post-pandemic, digital-first economy? You are not alone.

Join us for a panel-style webinar where we’ll dig into how iQ Credit Union ($1.84B, WA) has successfully stood-up to this challenge. You learn more about what steps they have been taking to continue to delight their members and employees, while at the same time tackling other strategic priorities like loan and account growth, risk management, and business continuity.

In this webinar, you’ll learn more iQ's:

Digital and cloud transformation
Changes they made and why they made them
Lessons learned throughout this process
Impact on the member and employee experience

Produced & Sponsored by:

When?

Wednesday, June 27 | 2:00 PM ET

Callahan & Associates | 1001 Connecticut Ave. NW, Ste. 1001 | Washington, DC 20036

Can't make it to the live session?

Register anyway and we'll send you a free recording.

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Presenter Info:

Tiffany Moses (Moderator)

VP of Sales Leadership | Avtex, a TTEC Digital Company

In her role as VP of Sales Leadership at Avtex, a TTEC Digital Company, Tiffany Moses leads a sales team that works with Avtex prospects and clients to assess and diagnose their employee and customer/member experience needs, presenting services and technology options that will improve and enhance their current environment. With nearly 20 years of IT and Contact Center experience and deep experience working with credit unions, Tiffany has a unique understanding of the common goals and challenges faced by financial institutions and credit unions. Tiffany and her team leverage their vast amount of experience in the financial services space to uncover areas for efficiency within the organization, while pairing that with member experience consulting to determine a strategy for their member experience goals and options to deliver the technology to support strategic initiatives.

Ali Migaki (Panelist)

SVP/Chief Retail Officer | iQ Credit Union

Ali Migaki is the Chief Retail Officer at iQ Credit Union. #1 Credit Union in Washington State for 2021 and 2022, according to the Forbes list of Best-in-State Credit Unions! She oversees retail delivery and sales with more than $1.8 billion in deposits, member, and lending contact centers, 16 branches, and 184 employees serving over 90 thousand members. Ali has deep experience across iQ’s retail banking services. In many ways, she helped shape iQ into the company it is today. Her career and leadership started 26 years ago, she has experienced the credit union’s growth from $200M to $1.8B. She is a member of iQ’s executive team and contributes to the short and long-term strategic objectives to maximize the member's experience. Her strong relationships with organizational leaders serve the common goal of providing a positive member experience.

Kim Slorey (Panelist)

Member Contact Center Manager | iQ Credit Union

As the Call Center Manager at iQ Credit Union, Kim Slorey oversees service experiences, operations, and outcomes through the call center. In this role, Kim helps to achieve a continuous process of improvement through the adoption of programs and technology that ensure iQ’s members and agents receive a consistently great service experience. Kim monitors interaction data and service outcomes to identify and fill experience gaps for iQ’s members, while also prioritizing the experience of her staff and agents, offering coaching and development programs and providing hands-on people leadership to support and motivate her team members. Kim’s commitment to iQ’s member support agents and call center staff has kept iQ CU an employee of choice in the Vancouver-Washington area, year-after-year.

Erin Nikkila (Panelist)
Lending Contact Center Manager | iQ Credit Union
As the Lending Contact Center Manager at iQ Credit Union, Erin Nikkila oversees the lending and new membership service experience for iQ’s staff and members, spanning across all their digital communication channels, which include web, phone, and SMS. Erin partners with Kim Slorey to adopt programs and technologies that build a more consistent, frictionless omnichannel experience for iQ’s members and staff. Erin has played a heavy role in the adoption of new technology platforms and service channels to bring iQ’s operations and service experience into the digital-first, post-pandemic economy; helping iQ to become a leader in member experience delivery.