ENVISION the POSSIBILITIES - TRANSFORMATION EXPERIENCE - PSCU
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ENVISION the POSSIBILITIES
EXPERIENCE
2019 ANNUAL REPORT TRANSFORMATION
Contents Envision Possibilities.
3 Introduction / PSCU by 8 Market Trends – Eye on 22 Envision a Safer Tomorrow
Experience Transformation
the Numbers Payments Study Results Transformation is driven by our ability to envision new
possibilities. Thriving in today’s marketplace means we
Envision the Possibilities of have to embrace change and become more agile, so
4 CEO/Chairwoman Letter 10 Envision Digital 26 “People Helping People” we’re looking ahead and welcoming a limitless landscape
Delivering Possibilities Possibilities
of exciting potential.
PSCU is 1,500 credit unions strong, representing
Envision Greater
5 PSCU Board of Directors 14 Envision Unprecedented 30 Credit Union Prosperity 3.8 billion unique transactions per year. We’ve served our
Growth
Owners with savings of $263 million in potential fraud
dollars – and they’ve served us with the inspiration to
transcend a changing industry.
6 Mission & Values and 18 Envision Deepened Engagement 34 Advisory Groups
Executive Team Through Innovation
Through innovation, service excellence, digital
growth and security, we are stewarding the field of
possibilities – not just for ourselves, but for each of you
in our commitment to pursuing deeper engagement
with our Owner credit unions.
PSCU by the Numbers
PSCU is driven by Serving over Processing Saving $263 million
2,100 employees 1,500 credit unions 3.8 billion in fraud
unique transactions
3
CONTENTS
Delivering Possibilities have recently dedicated $35 million in
additional funding to Lumin Digital. This PSCU Board of Directors
Grounded in tradition and leading in investment will not only accelerate the
technology, PSCU is committed to sustaining delivery of new platform capabilities for PSCU relies on the experience, vision and
our service-first heritage while advancing retail and business banking, it will aid in the leadership of its Board of Directors to provide
our position as the leading enabler of credit buildout of delivery infrastructure to support our cooperative with responsible governance,
union digital transformation. credit union growth opportunities. and bolster our efforts to help credit unions
compete and prosper. Composed of Owner
Over the past year, we leveraged our Expanded Growth Strategies CEOs, each member of the Board acts on
organizational strengths to proactively Chuck Fagan Cathie Tierney
As part of PSCU’s promise to deliver behalf of all Owners to create and maintain
execute on our long-term strategic plans President and CEO Chair, Board of Directors
possibilities that meet our Owners’ strategic Cathie Tierney Sean Rathjen Frank Weidner Andrew Rosen a vision that best serves our constituents and
and capitalize on new growth opportunities. Chair Vice Chair Treasurer Secretary
needs, we’re continuing to provide the best their respective communities.
From fully customizable applications that Community First CU Consumers CU Wings Financial CU Hawaii State FCU
APIs and market-differentiating analytics
deliver a seamless user experience, to President/CEO President/CEO President/CEO President/CEO
through our business intelligence and
elevated platform capabilities that create new
analytics platform. Collectively, these Innovating to Drive
efficiencies, PSCU is innovating, investing in
and transforming our business for our Owners.
investments, coupled with the strategic Optimal Experiences
consulting support of Advisors Plus, are
PSCU is focusing on a multi-year initiative to
Our Commitment helping us provide you with the experiences
drive efficiencies through robotic process
that elevate member engagement and fuel
PSCU recently announced a multi-year automation and recently implemented our first
your growth.
investment of $100 million in industry-leading “bot” to automate rate changes for our Owners.
solutions to benefit the 1,500 credit unions Best-in-Class Security Additionally, we are optimizing our fraud
we proudly serve. These funds will allow us chargeback and risk management processes
PSCU’s risk management operations remain
to accelerate technology development and to provide real-time case management status.
the strongest in the industry, giving our Jeff March Craig Esrael Gene Foley Cathy Pace Amy Sink
operational initiatives, including modernizing These initiatives reinforce our commitment to
Owners powerful data protection that Past Chair Board Member Board Member Board Member Board Member
existing infrastructure, leveraging cloud drive scalability and provide the best service to
preserves relationships with members and Citadel FCU First South Harvard University Allegacy FCU Interra CU
technology and driving efficiencies through our Owners. President/CEO Financial CU
provides optimal payment experiences. In Employees CU President/CEO President/CEO
robotics and artificial intelligence. Ultimately, PSCU’s transformation is profound, yet we President/CEO President/CEO
fiscal year 2019, our market-leading
this investment will enable our Owner credit remain committed to delivering on our core set
security practices saved Owners over
unions to better compete and grow. of values, focused on service and supporting
$263 million in potential fraud dollars,
helping to mitigate countless business the credit union industry. Our clarity of purpose
Robust Digital Solutions will lead us to imagine what’s possible and to
interruption events. Security remains a top
Announced last year, Lumin Digital is now priority for our Owners, so PSCU will continue deliver on that promise – for you, our Owners.
delivering secure, personalized banking to invest in sophisticated data, network We have never been more energized by what
experiences for our Owners. This innovative, and cybersecurity infrastructure tools to the future holds and by what our traditions
cloud-based platform has been successfully safeguard credit unions from threats. uphold for the credit unions we proudly serve.
launched at several of our credit unions; and Kit Snyder Rob Stuart Mark Robnett Chris Shockley Nathanael Tarwasokono
as part of our multi-year investment, we Board Member Board Member Associate Director Associate Director Associate Director
Consumers CU OnPoint Justice FCU Virginia CU Firstmark CU
President/CEO Community CU President/CEO President/CEO President/CEO
President/CEO
4 5
Mission and Values CONTENTS
PSCU Executive Team
PSCU is uniquely positioned to deliver service excellence to our Owner credit unions as the nation’s premier payments CUSO. With a
The relentless pursuit
focus on innovation and a foundation in “people helping people,” we connect our Owners to new worlds of possibilities and provide
of better ways
growth opportunities that are driven by the evolving needs of your members.
Keeping promises INNOVATION Boundless enthusiasm
you make to others, to be the best
and to yourself
TRUST PASSION
PSCU partners with
credit unions to enable
SERVICE growth and provide an
EXCELLENCE LEADERSHIP
unparalleled member
experience.
Exceeding expectations Engaging, influencing and
in every interaction inspiring others to accomplish
our mission
Pictured from left to right:
Tom Gandre Lynn Heckler Scott Wagner Dean Young Brian Caldarelli Chuck Fagan
EVP, Chief Operating Officer EVP, Chief Talent Officer EVP, Chief Revenue Officer EVP, Chief Experience Officer EVP, Chief Financial Officer President and CEO
6 7
CONTENTS
Market Trends Market Trends — Eye on Consumers Choose Debit
Consumer preference has gravitated from credit to debit since last year. In 2019, the Preferred tender of credit
Payments Study Results Credit union members
preferred tender for both credit union members and other financial institution consumers union members
choose debit cards for ease,
At PSCU, we remain steadfast in maintaining a pulse was debit (45%), compared to 2018 results with a preference toward credit (44%). Debit 2019
convenience and comfort of use.
on consumer behavior, payments trends and the cards were preferred across all generations, at the majority of purchase locations and in
overall industry to drive the development of most retail situations.
innovative solutions that will benefit our Owners Is easy to use 48% 26%
and their members.
Debit is Trusted for Online Purchases Debit Credit
Ninety-six percent of all survey respondents report making online purchases at least a
Key Findings: 67% 58% few times per year. Additionally, over one-fourth of credit union members report using a 2018
Consumer Payment Preferences 2019 Debit Credit
mobile app for order-ahead food purchases at least a few times a month, and two-thirds
For the second year in a row, PSCU published Eye on Payments, use a streaming service like Netflix or Hulu. Overall, consumers prefer to pay for online
a consumer research study that helps credit unions gain a better purchases, order-ahead food and streaming services with a debit card. 32% 41%
understanding of the factors that influence consumers when it Is convenient Debit Credit
comes to their payment choice and usage.
Contactless Cards Primed
for Rapid Adoption
More than 1,750 credit union members and other financial 66% 63%
About one-fourth of consumers have a
61%
Debit Credit
institution consumers from across the United States were surveyed,
70%
contactless card and use it at least a few
with participants ranging in age from 18 to 65+. The demographic times per month. Of those that have and use a
characteristics of those surveyed align with consumer data from CUNA’s contactless card, convenience, ease/speed of
Is something I am of contactless card
2019 Member Profile. use and security are the primary motivators.
comfortable using holders use it at least a few of older and younger millennials
Convenience Trumps Security for When it Comes to Rewards,
times per month purchase online at least a
Consumer Payment Choice Consumers Want Choice few times per month
56% 49%
In 2018, consumers were most motivated by two primary needs: safety and Debit Credit
Seventy-five percent of consumers receive rewards or benefits on their credit and/or debit
convenience. This year, consumers’ needs shifted. Convenience and ease of use cards. While cash back is the most common reward offering consumers currently have,
trumped security in 2019 and were reported as the main drivers behind consumer they want choice – like lower interest rates, waiving of an annual fee or points that can be
choice of payment method. Is safe to use used for online shopping or travel.
Safety Still Matters
Nearly four in 10 credit union members and other financial institution consumers agree 38% 35%
Debit Credit
they make decisions about how to pay for something based in part on which is the most
secure. Seven out of 10 reported using mobile phone alerts to manage their cards.
8
2 9
CONTENTS
ENVISION
DIGITAL POSSIBILITIES
Digital experiences set the standard for credit union member
engagement, and PSCU is on the cutting edge of digital
transformation. Our fast, reliable and secure digital solutions
deliver a seamless experience for our Owners and their members.
10 11
CONTENTS
Mobile Enhancements Credit Union
The delivery of an agile, integrated mobile card Self-Service Tools
management platform for our credit unions and At PSCU, our self-service tools deliver a
their members is a priority for PSCU. Our continued state-of-the-art experience for frontline and
enhancements to the DX Mobile application back-office staff serving members’ needs.
streamlines card management tools to provide a QuickAssist, Member Insight, and Access
seamless member experience. Point Admin are just a few of the ways we are
delivering on-demand, integrated support
Eighteen months after the formation of Lumin Digital, Digital Talent tools for member-facing staff that feature a
LUMIN PL ATFORM streamlined look and feel.
PSCU’s proprietary, cloud-based digital banking platform, Digital transformation is much more than
we have announced the investment of an additional just technology – our workforce has to be
$35 million over the next three years to accelerate the prepared for its impact. PSCU is investing in the
development and utilization of this solution. recruitment and retention of top industry talent, and
aligning our existing teams to serve our credit unions
Differentiated as technology built for human connection, with consultative, digital payments expertise.
Lumin Digital has already launched with several Owners,
Digital Banking, resulting in the conversion of 80,000 individual and 5,000 Our new Digital Transformation Champions
Personalized Experiences business members. Many more Owners are in queue to Program is part of our ongoing commitment to
Card Activation launch this fiscal year as Lumin Digital continues to deliver drive a digital mindset and fluency across our
new platform capabilities for retail and business. Providing organization. This program not only provides an
Card Controls
a customized member experience that rivals big banks, we outstanding development opportunity for
Card Replacement are excited about the momentum this platform continues employees selected – it helps us future-proof
Bill Pay to generate for our valued Owners. our business.
12 13
CONTENTS
ENVISION
UNPRECEDENTED GROWTH
Steady growth requires the right tools, talent and technology, and PSCU
remains squarely focused on these areas to deliver on key investments for
our Owners. Our expanded suite of analytics tools, rewards incentives, card
payments programs and nationally recognized consulting and marketing
services collectively fuel revenue growth and member satisfaction.
14 15
CONTENTS
Integration and Connectedness Advisors Plus Drives Growth Opportunities Business Intelligence
The gathering and sharing of data across multiple systems is a critical part of PSCU’s scalable evolution, including the The Advisors Plus consulting arm of PSCU delivers a hands-on and Analytics
following rapid integration advancements: approach to helping credit unions achieve higher ROI and PSCU’s expanded business intelligence
grow their portfolios. and analytics solutions are hard at work
Lumin Digital has successfully Linked Analysis has created a Data eXchange has continued
helping Owners more effectively address their
integrated with PSCU digital card 360-degree view of member to expand, adding 18 APIs in Earlier this year,
members’ specific needs, and informing them of the
management products and other activity across multiple 2019, allowing our Owner Advisors Plus helped
products and services that can deliver the most return on
third-party solutions to provide a platforms to prevent fraud credit unions to power PSCU Owners experience a 31% growth in total transactions
their investments.
best-in-class member experience. before it occurs. connections to provide a and a 46% increase in total sales volume during Amazon
seamless member experience. Prime Day, the biggest e-commerce event of the year. This ■ Predictive Analytics reduces member attrition, promotes card
growth was the result of numerous promotional programs activation, improves net promoter scores, enhances loss mitigation and
builds targeted over-limit authorization strategies for Owner credit unions.
Advisors Plus made available to credit unions to help ensure
Contactless Cards Open More Payment Choices that their cards were top-of-wallet during this event. ■ Member Insight provides powerful dashboards and supports
In 2019, PSCU distributed more than 500,000 contactless cards to members extensive report generation capabilities, helping Owners drive
from over a dozen Owner credit unions through natural reissuance. In 2020, 500,000+ The Advisors Plus strategic consulting and campaign actionable growth strategies.
we are poised to produce more than three million new contactless plastics CONTACTLESS CARDS automation platform enables our Owners to improve
in 2019 credit union profitability by analyzing and delivering the
and deliver them to more than 100 credit unions to support natural
to
and mass reissuance strategies. As more merchants adopt Near Field information our Owners need to remain competitive in Jack Henry Financial Institution Migration
Communication (NFC) technology and begin accepting today’s rapidly evolving landscape. to PSCU Platform Maintains Pace
tap-and-go forms of payments, the number of consumers As we conclude the second year
using contactless is expected to increase.
3,000,000
CONTACTLESS CARDS of our partnership with financial
in 2020 technology provider Jack Henry, we remain on pace with the
2019
Experiential Loyalty Program migration of its financial institutions to the PSCU platform.
PSCU’s new CU Rewards Loyalty platform, driven by member choice
31% 46% Through the end of the 2019 fiscal year, we converted 563
GROWTH INCREASE in institutions with 8.5M accounts to the PSCU experience.
and experience, is helping place our Owners on a trajectory for in TOTAL TRANSACTIONS TOTAL SALES VOLUME
long-term growth. This initiative aligns with the findings from This partnership with Jack Henry continues to expand our
this year’s Eye on Payments study, where six in 10 survey addressable market, drive growth and add scale, giving us the
respondents reported wanting rewards options that extend opportunity to reinvest in PSCU technology and solutions for
beyond cash back. the long-term benefit of Owners.
16 17
CONTENTS
ENVISION
DEEPENED ENGAGEMENT
THROUGH INNOVATION
As PSCU continues to grow and evolve in our rapidly changing
industry, we remain committed to providing an unparalleled
experience for our Owners and their members. With that in mind,
PSCU continues to invest in innovation across the organization
that will deliver efficiencies and positively impact the experience
for all constituents.
18 19CONTENTS
Automation Contact Center Cloud Strategy
PSCU recently announced partnerships with both NICE Actimize and Lean Our investment in contact center innovation, through Cloud adoption will quickly accelerate and become
Industries that will leverage artificial intelligence (AI), robotic process both our RPA and workforce optimization initiatives, the dominant infrastructure model in the financial
automation (RPA) and machine learning to innovate our disputes allows us to improve and automate member service industry. PSCU has made significant investments in cloud
management process. The outcome of this multi-year endeavor will be operations while enhancing interactions between and underlying technologies, with the goal of having a
a centralized and streamlined disputes management platform that will contact center agents and credit union members. robust, hybrid cloud infrastructure by 2021 to accelerate
expedite fraud case management and optimize interactions between speed-to-market for solutions, strengthen security and
contact center agents and credit union members. Through our recently announced partnership with improve data center elasticity.
Jacada, which provides hybrid RPA capabilities to
Faster Payments support end-to-end member service interactions
While Faster Payments has been a key industry topic for a number of across both self-service and agent-assisted use cases, PSCU
years, payment modernization is gaining momentum and more options will be PSCU agents can avoid logging into multiple systems
available for credit unions in the near future. PSCU is at the forefront in driving thought and spend more time interacting with members.
leadership and helping credit unions navigate these new payment methods, producing white
papers on the topic and sharing key information gleaned through PSCU’s seat on the Faster Payments As a leader in the credit union contact center
Council. Modernizing bill payments, person-to-person (P2P) payments and merchant payments will be the space, PSCU continues to provide its agents with
primary drivers of change for credit unions. the tools they need so they can focus on what’s
important – the member experience.
20 21CONTENTS
ENVISION
A SAFER TOMORROW
Risk management in an era of ever-emerging threats demands vigilance,
and PSCU delivers on our pledge to protect our credit unions and their
members. We continue to lead the industry in the security infrastructure
tools and practices that safeguard sensitive data from fraud while
preserving the member experience.
22 2358%
30%
40%
CONTENTS
30%
PSCU’s Linked Analysis, state-of-the-art alerts and controls, dark web monitoring, In 2019, we saved Owners over $263 million in potential fraud dollars, and are
advanced Pindrop technology and highly-trained security analysts are just a few of proud to consistently deliver one of the most robust
Credit Debitfraud management programs
the ways we continue to minimize credit union exposure to business interruption in theCredit
industry. Our Enhanced
Debit Fraud Services not only reinforce member trust, they
events and protect our Owners from loss. protect credit union profitability.
Fraud Loss to $100 Sales
PSCU Risk Management Solutions at a Glance Fraud Loss to $100 Sales Fraud Recovery
■ State-of-the-Art Alerts and Controls – Empowers members with the ability to $0.14
$0.14
personalize and secure payments through integrated account alerts. 59%
58%
■ Pindrop Authentication – Reduces fraud loss by analyzing nearly 1,400 unique
$0.08 $0.08 40%
characteristics of a call to create a detailed audio fingerprint that distinguishes $0.07
$0.07
malicious behavior from legitimate member activity. 30%
■ Linked Analysis – Protects members by sourcing data across multiple channels $0.03 $0.03
to stop fraud before it happens.
■ Disputes Management – Resolves disputed credit and debit transactions
Credit Debit Credit Debit
quickly to enhance the member experience. Credit Debit
PSCU Industry
■ Cybersecurity – Offers dark web monitoring to mitigate and close the risk PSCU Industry
gaps that pose the greatest cyber threats to credit unions’ operations.
Fraud Loss to $100 Sales
■ Enhanced Fraud Services – Proactively fights fraud with customized
strategies from PSCU’s fraud intelligence consultants to reduce credit $0.14
union risk and preserve member trust.
$0.08
$0.07
$0.03
$77.5 million
Achieved saved due to
Credit Debit
chargebacks
PSCU Industry
6:1
Stopped over false positive ratio vs.
$263 million industry average of 12:1
Processed in fraudulent
transactions
466,000
Generated
How We Fight Fraud: fraud cases
Monitored 3.3 million
3.8 billion fraud alerts to
24 transactions initiate investigation 25CONTENTS
ENVISION
THE POSSIBILITIES OF
“PEOPLE HELPING PEOPLE”
There is no better way to tell the credit union story than to live it – to be
part of the communities we serve and share our passion for improving
the financial lives of credit union members. “People helping people”
is more than just the premise on which credit unions were built – it’s a
testament to the communal values that sustain us.
26 27CONTENTS
TO INDUSTRY &
CONTRIBUTED $1 million+ LOCAL COMMUNITIES Championing Inclusion and Diversity
PSCU is leading the way in Inclusion and Diversity efforts
within the industry by sponsoring and supporting the
following affiliates:
Making the Connection Contributions and Credit Union Causes ■ World Council of Credit Unions’ Global Women’s
To date, over 1,000 PSCU employees have completed the PSCU has contributed over $1 million to foundations and Leadership Network
Credit Union Principles and Philosophies course, developed causes that our Owners support, including veterans, children’s ■ African American Credit Union Coalition’s Women’s
in partnership with the National Credit Union Foundation healthcare, financial wellness, cancer prevention, heart health Power Series
to educate our employees with first-hand exploration into and entrepreneurial spirit. ■ National Association of Latino Credit Union Professionals
credit unions’ origin and purpose. By advancing PSCU In keeping with PSCU’s commitment to community, we
employees’ credit union acumen and growing the number From within, we proudly support our Employee Resource
continue to mobilize resources to help credit unions and
of Credit Union Development Educators, we are ensuring a Groups and the engaging avenues they provide for employees
individuals impacted by natural disasters and other crises,
stronger future for our industry. to connect through common backgrounds, beliefs and
providing support and sponsorship of the following:
demographics to best serve our credit unions.
Credit Union Advocacy ■ Credit Union Cherry Blossom Ten
Mile Run – This annual Washington, D.C.
Championing and advocating for credit unions is a key
event benefits the Children’s Miracle Network,
component of the PSCU mission. That’s why we are proud and showcases the important role that credit
of PSCU’s leadership participation in the payments sector unions play in our communities to our nation’s
and credit union industry boards and committees that elected officials.
exist today:
■ America’s Credit Union Museum – Our
■ Visa support of the interactive CUSO exhibit at
this Manchester, N.H. museum helps bridge
■ Mastercard
a quintessential link between the present
■ STAR/Fiserv payments landscape and the historic role
PSCU’s
■ CULedger CUSOs have played in the progression of Employee
our industry. Resource
■ Federal Reserve Faster Payments Council
■ Filene Research Institute – PSCU supports
Groups
■ National Credit Union – Information Sharing & Analysis
Organization the actionable research conducted by Filene
that is accessible to all credit unions, enabling
■ National Credit Union Foundation
relevancy and competitive differentiation.
■ National Association of Credit Union Service Organizations
■ Credit Union Executive Society
■ Credit Union National Association
■ Credit Union Student Choice
■ Ongoing Operations
28 29CONTENTS
ENVISION
GREATER CREDIT
UNION PROSPERITY
PSCU’s strong financial performance in 2019 supports our latest multi-year
investment of $100 million to bolster the ongoing success of our cooperative.
The achievement of several key milestones continues to drive accelerated
financial performance with consolidated revenue growth rates of 15.5% on
a year-over-year basis.
30 31CONTENTS
Management Discussion and Analysis
These accomplishments place PSCU on a trajectory for sustained, long-term growth, and help ensure PSCU continues to drive accelerated financial performance with consolidated revenue growth rates of 15.5% on a
prosperity and continued investment to benefit our Owner credit unions and their members, both now year-over-year basis. These accomplishments place PSCU on a trajectory for long-term growth ahead of strategic plan levels.
and in the future.
Accounts Revenue
32.7 Million $556.3 Million
STRONG BALANCE SOLID CASH CUMULATIVE
32.7 $556.3
SHEET POSITION DIVIDEND
20.4
20.2 $460.1 $481.7
18.2 $458.8
$747.7 million $166.4 million $540 million
in assets in cash and cash over 50%
equivalents paid in cash
2016 2017 2018 2019 2016 2017 2018 2019
+
PATRONAGE CAPITAL CREDIT
DIVIDEND DISTRIBUTION
Transactions Capital Spend
3.8 Billion $30.5 Million
3.8 $30.9 $30.5 $25.9* million $6.3* million
declared in patronage returned to Owners in
2.6 capital credits
2.3 to our Owners
$24.8
2.1 $21.3
*Represents annual amounts
2016 2017 2018 2019 2016 2017 2018 2019
32 33CONTENTS
Envision Your Voice Represented
PSCU values the voices of our Owners and appreciates the role our Advisory Group credit unions play in guiding our cooperative. Technology Advisory Group Separate Entity Focus Group
Their input shapes the direction of our continuous efforts to improve our solutions, technology and service. Sean Azhadi, OneAZ CU Sarah Draxler, Blackhawk Community CU
Bob Bender, Founders FCU Kim Dunham, Citizens Equity First CU
Risk Advisory Group Marketing Advisory Group Product Advisory Group
Timothy Elmore, Bank-Fund Staff FCU Donna Janiczek, Credit Union ONE
Naureen Ali, Pentagon FCU Barbara Barry, NuVision FCU Dawn Brummett, ORNL FCU
Mark Hufnagel, Corning CU Darla Kolbas, Peninsula Community FCU
Stacy Bausch, BCU Jim Block, BCU Jennifer Cyert, Altra FCU
Rob Keatts, Chartway FCU Melissa Lyons, Allegacy FCU
Brandon Barhorst, State Department FCU Delynn Byars, First South Financial CU Christopher Danvers, American Airlines FCU
Tom Kuang, Schools Financial CU Sarissa Markowitz, UMassFive College FCU
Joey Doricent, Harvard University Employees CU Suzanne Dusch, Addition Financial FCU Phil Drewes, TruMark Financial CU
Rick Long, PSECU Vivien Powell, NuVision FCU
Cori Friedrich, Citizens Equity First CU Ken Elkins, Allegacy FCU Pam Gilmore, Founders FCU
David Mason, Wings Financial CU Andrea Railey, MidFlorida CU
Grant Garber, Virginia CU Oma George, Andrews FCU Michelle James, Pen Air FCU
Floyd Matsuda, State Department FCU
Millie Garland-D’Aprile, Mission FCU Christianne Gribben, Clearview FCU Colleen Laddey, Security Service FCU
Angela Moran, California Coast CU
Stephanie Gustin, Consumers CU John Haggarty, Provident CU Joe Lovasz, Virginia CU
Art Peters, Dow Chemical Employees’ CU
Mark Leita, Firstmark CU Jonathan Hanson, Community First CU Melody Malcom, Citizens Equity First CU
Leanne Phelps, State Employees’ CU
Tameka Lord, VyStar CU Tim Kosak, Consumers CU Edyta Martula, Polish & Slavic FCU
Michael Tranum, DuPont Community CU
Chris Watters, Citadel FCU Beth Long, Chartway FCU Kate Rogers, University of Illinois Community CU
Jay Wolohan, Holyoke CU
Wylie Wood, Founders FCU Tory McVay, OnPoint Community CU Jill Thomas-Aviles, JAX FCU
Chris Michael, Member One FCU
Contact Center Advisory Group Jeff Schuetz, Hiway FCU
Mary Rose Bernabe, State Department FCU Betsy Weatherford, Hawaii State FCU
Laura Callaway, Bank-Fund Staff FCU
Heather Cluck, Belco Community CU
Royce David, First Tech FCU
Tyler Dowd, BCU
Matt Garlick, Delta Community CU
Pam Krupansky, Citadel FCU
Peter Mazurkiewicz, Grow Financial FCU
Precious McCloud, Truliant FCU
34560 Carillon Parkway St. Petersburg, FL 33716 844.367.7728 pscu.com
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