Thank you for tuning in to episode 20 of The CUInsight Network, with your host, Lauren Culp, Publisher & CEO of CUInsight.com. 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 today is Lesley DeCator, Senior Director for PaymentsEdge Marketing and Advisory at FIS. As we open the episode, Lesley shares her career path and her transition to the credit union industry. She discusses how her team is able to distill data into manageable and actionable reports for credit unions, who can use it to ensure their products and services are meeting members’ needs.
Lesley believes credit unions must continuously improve their service, focus on flexibility and speed, and future-proof their business model to stay relevant and competitive. She encourages leaders to implement data-based strategies and shares insights from her experiences in mergers and acquisitions.
During our rapid fire questions, we learn that Lesley enjoys reading, training horses, and yoga when not in the office. We chat about her most recent pandemic purchase and who she thinks of when she hears the word “success.” Enjoy my conversation with Lesley DeCator!
Show notes from this episode:
What an amazing interview with Lesley! Check out all the exceptional work her team is doing over at FIS here.
Learn more about the Ethos Data Solutions program here.
Shout-out: Amazon Music
Shout-out: Neck reading light
Shout-out: Colin Powell
Artist mentioned: Rod Stewart
Artist mentioned: Amy Belle
Song Mentioned: I Don’t Want to Talk About It by Rod Stewart and Amy Bell
Author mentioned: Barbara Kingsolver
Book mentioned: The Poisonwood Bible by Barbara Kingsolver
Book mentioned: Animal, Vegetable, Miracle by Barbara Kingsolver, Camille Kingsolver, Steven L. Hopp
In this episode:
[00:35] – Lesley DeCator shares how she started off as a customer, then found herself reaching new levels of leadership over the years.
[02:09] – How does FIS support credit union growth strategies through debit/ credit card portfolios?
[04:54] – Lesley gives advice about understanding the sales process and customers with this scalable approach
[07:19] – How can credit unions reach higher levels of member service?
[09:14] – Lesley discusses client relationships, and why accessibility, competence, and care are key factors in maintaining rapport.
[10:14] – Members are showing an exponential change in expectation for services. How does FIS respond to these shifts in expectation?
[12:58] – Lesley explains that credit unions need to offer appropriate digital solutions.
[13:51] – Listen to Lesley share some of her recent favorites like her neck reading light and “I don’t want to talk about it” by Rod Steward and Amy Belle.
[15:31] – Which books by Barbara Kingsolver does Lesley enjoy?
[16:39] – Lesley encourages credit unions to listen and respond effectively to member needs, as well as pay attention to digital enhancements.