Banking Northeast Issue 1, 2022

ISSUE 1, 2022

BANKWORLD IS BACK! Northeast Women in Banking in the Spotlight New Leaders Get Recognized

A P U B LI C ATI O N O F A M E R IC A N B U S IN ES S M ED IA

GFA Federal Credit Union - Headquarters and Branch in Gardner, MA

Banking today just got brighter.

Your headquarters and branch are more than just four walls. With decades of experience, we know the industry inside and out. We know what works and what's next. Let us build off your goals and help you realize your environments' creative potential.

by triad

Bank Design New England

Architecture N e w Yo r k

Branding

Project Management

508-339-6600

w w w. n e s - g r o u p . c o m

ISSUE 1, 2022

BANKWORLD IS BACK! Northeast Women in Banking in the Spotlight New Leaders Get Recognized

A P U B LI C ATI O N O F A M E R IC A N B U S IN ES S M ED IA

OUR MISSION Banking Northeast magazine is dedicated to providing quality informational/educational content that betters the mortgage process at every step. The content is oriented to help professionals progress their understanding of the residential mortgage banking business and develop their skills at improving the efficiency and profitability at all levels.

PUBLISHER & EDITOR-IN-CHIEF Vincent Valvo, CEO, vvalvo@ambizmedia.com

ASSOCIATE PUBLISHER Beverly Bolnick bbolnick@ambizmedia.com

EDITOR David Krechevsky davek@ambizmedia.com

GRAPHIC DESIGN MANAGER Christopher Wallace cwallace@ambizmedia.com

USER EXPERIENCE DESIGNER Billy Valvo bvalvo@ambizmedia.com

STAFF WRITER Katie Jensen kjensen@ambizmedia.com

MARKETING MANAGER Michael Castro mcastro@ambizmedia.com

MARKETING & EVENTS ASSOCIATE Melissa Pianin mpianin@ambizmedia.com

ONLINE CONTENT DIRECTOR Navindra Persaud npersaud@ambizmedia.com

GRAPHIC DESIGN Stacy Murray smurray@ambizmedia.com

HEAD OF ENGAGEMENT AND OUTREACH Andrew Berman andrew@ambizmedia.com

DIRECTOR OF STRATEGIC GROWTH Alison Valvo avalvo@ambizmedia.com

ADVERTISING David Hoierman David@ambizmedia.com www.ambizmedia.com

© 2022 American Business Media LLC All rights reserved. Mortgage Banker magazine is a trademark of American Business Media LLC. No part of this publication may be reproduced in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher. Advertising, editorial and production inquiries should be directed to: American Business Media LLC 345 North Main St., Suite 313, West Hartford, CT 06117 Phone: (860) 719-1991 | info@ambizmedia.com

Issue 1, 2022 | BANKING NORTHEAST 3

SPONSORED CONTENT

Taking Your Card Program to the Next Level: Coupling the decision to go more sustainable during a conversion to contactless Terra Grantham Vice President Sustainability Strategy and Partnerships, CPI Card Group

T

hrough the COVID-19 pandemic, business operations and the ways that consumers interact with their finances have fundamentally changed. Financial institutions find themselves making decisions to meet evolving cardholder expectations, supporting updated technology and sustainability initiatives.

Consumers expect fast, seamless experiences and have a desire for more sustainable products more now than in the past. The past year has seen a major acceleration in the shift away from Terra Grantham cash, with the pandemic driving merchants and consumers alike to ramp up the use of contactless options for a touch-free payment experience. Periods of drastic change like these present potent opportunities to drive other evolutions that create an emotional response. One such opportunity is to prioritize a move to more sustainable products, such as more eco-focused cards.

Financial institutions can demonstrate a commitment to sustainable practices by offering contactless payment cards made with recycled or reclaimed materials, like recovered ocean-bound plastic and recycled PVC. In 2020, CPI Card Group commissioned a survey, conducted by an independent research firm that found that 94% of consumers say they are concerned about the amount of plastic waste in the oceans.

Further, some 87% of respondents find the idea of an ocean-plastic card appealing, and 53% are willing to switch to another financial institution offering cards with the same features and benefits.

If consumers are willing to switch institutions for contactless card options, adding cards made with ecofocused materials to the mix could offer a competitive differentiator.

Financial institutions have an opening to introduce products and services that resonate with environmentally conscious consumers while meeting consumer demand for a seamless transaction experience. Now, it’s clear that there’s no better time to capture the convergence of two trends that have risen in prominence over the past year— to meet growing consumer demand and help create a healthier planet in the process by offering eco-focused contactless payment cards.

www.cpicardgroup.com

NORTHEAST

WOMEN

IN BANKING HONORING THE BEST A Recognition Of The Top Women In Banking At Banking Northeast, we honor the growing impact that women are having on the banking industry.

This special feature shines a light on the many trailblazers who are leading the way for others in this once male dominated area.

The women being honored were selected thanks to readers’ nominations. They let us know who makes significant contributions in the credit unions and community banks

BETTY CAMPIZ

VP, Digital Banking Manager Ponce Bank What advice would you offer to female professionals just getting their start in the banking industry?

My advice is to be fierce in the pursuit of their goals.

Success doesn’t look the same for everyone but what does apply to us all is that our success is dependent on BETTY CAMPIZ how much we believe in ourselves.

Individual goals aside, the formula is the same, put in the work and see it through!

Have you had any great female mentors?

What is the importance of mentoring and is this something that you focus on?

With this being a male dominated industry, the reality is that my greatest mentors have been males. That is one of the many motivating factors for me to mentor other female professionals. It is very fulfilling to be able to pay it forward; to share the wealth of knowledge I have acquired throughout the years with other women that are joining the field with the same aspirations.

What significant changes would you like to see from the banking indutry in the upcoming year?

The pandemic put tremendous pressure on the industry to deliver a full banking experience in a digital way. I hope to see continued improvement in the core banking platforms that many times inhibit our ability to offer the best-in-class services and technologies.

What do you consider your greatest success?

Understanding that teamwork does indeed make the dream work has been my greatest success. As a female in a male dominated industry, it is easy to believe that playing the “one woman show” card will get you the recognition but the reality is that the ladder we climb to our success is built by the efforts of many. Happiness when shared is doubled and I believe the same is true for success.

across the Northeast.

Issue 1, 2022 | BANKING NORTHEAST 5

NORTHEAST WOMEN IN BANKING 2022

CATHERINE DILLON EVP, Chief Growth Officer BankFive

What advice would you offer to female professionals just getting their start in the banking industry?

Make the most of every opportunity; there is always something to be learned. Be curious and understand how departments and industries interconnect, CATHERINE DILLON great ideas don’t only come from banking. You can learn from best in class in any industry. Mostly, don’t wait for someone to give you a chance, ask for it! Early on I was covering an open position that I really wanted. I couldn’t understand why I wasn’t being offered the job. When I finally got up the nerve to approach my boss he said, “I was just waiting for you to ask.” He knew I had the ability; he didn’t know if I had the confidence to speak up.

Have you had any great female mentors?

What is the importance of mentoring and is this something that you focus on?

I think there is an impression that a mentor has to be someone at the end of their career when you are at the start, but I am inspired every day by the friends I have made over 20 years. I look for ways to encourage and thank colleagues, whether or not they are in my departments. I think being accessible and approachable to anyone who wants to learn opens the door for mentoring opportunities.

Encouraging those around us is an important part of leadership.

What significant changes would you like to see from the banking industry in the upcoming year?

I’d like regulation to keep up with the pace of our ever-evolving environment. From cryptocurrency, marijuana related businesses, pay day lending, fintechs, to state sponsored banks, and the ever-changing social media parameters, I’d love to see the guidance on these emerging competitors, opportunities, and technologies be as swift.

6 BANKING NORTHEAST | Issue 1, 2022

ELISSA EDDIE

ANN-MARIE KATZER

What advice would you offer to female professionals just getting their start in the banking industry?

Anything is possible...if you set goals and work hard with mentors internally and externally to stretch you and push you when you don’t think you have anything left it will happen!

What advice would you offer to female professionals just getting their start in the banking industry?

Always be willing to take on new challenges; say yes as often as you can to new opportunities to learn and grow. Don’t limit ANN-MARIE KATZER yourself to just what you have “always done” or just what your job description says you should do. Look to reinvent yourself and your craft by adding new skills and experiences to your repertoire often.

Senior Vice President Sales Leader Key Private Bank KeyBank

Have you had any great female mentors?

What is the importance of mentoring and is this something that you focus on?

I have had several great female mentors through my career and know I would not be where I am without their generous time, support, and coaching. The perspective of others helps keep you level set on the direction to stay or pivot if needed. I ensure time is built into my calendar for organized mentoring but also having open times to spend time on the fly when I know I will be in a place that people I want to make an impact on or with are around. With our new normal post pandemic we have to maximize in person all we ELISSA EDDIE can these days!

What significant changes would you like to see from the banking indutry in the upcoming year?

In 2022 I would like to see enhanced collaboration of banks people to impact our communities. We have the ability to work together to keep all financially sound from day-to-day money management to long-term financial goals getting achieved.

What do you consider your greatest success?

Moving from the West Coast to the East Coast in 2018 with a family of five (including a four-month old) not knowing anyone or anything about New England but quickly establishing a tight work “family” with the transition to Key Private Bank and the growth and success we have accomplished for our clients and each other has been extremely rewarding personally and professionally.

Vice President, Retail Sales and Service American Eagle Financial Credit Union

Have you had any great female mentors?

What is the importance of mentoring and is this something that you focus on?

Teresa Knox, our Chief Operating Officer and my supervisor, has been an important figure and consistent mentor through my career at American Eagle FCU. She challenges me often to stretch my thinking and has supported me in so many ways by encouraging ideas my team and I have brought to the forefront such as embarking on a reorganization and putting in new technology in both call center and branches (like video teller machines beginning in 2018) to improve our members’ experience. I would not be where I am today without my experience with Teresa as my mentor. I work daily to engage with my team and others across our organization in hopes of being a positive role model.

What significant changes would you like to see from the banking industry in the upcoming year?

I would like to see maturity in biometric offerings to help authenticate members quickly and reduce fraud. We recently rolled out palm/vein technology in our branches so our members can interact with a representative without having to show ID; once registered initially, for any subsequent visit, they hover their palm over a device that reads their unique vein pattern to authenticate them.

NORTHEAST WOMEN IN BANKING 2022

LISA OLIVER

The Cooperative Bank of Cape Cod President & CEO, Chair of The Board Here is what Lisa’s nominator had to say: Geoff Spillane, a public relations consultant with Pierce Cote, had this to say, For three decades, Lisa Oliver has been a distinguished leader in the banking industry in New York, Ohio and New England.

Her career includes 25 years of progressive leadership roles at KeyBank, a $181 billion institution.

In 2017, she joined The Cooperative Bank of Cape Cod, as President & CEO, becoming the first female CEO in its 100-year history and in 2020, the first Chair of Board of Directors. In her four years at the helm, Oliver has driven profitable growth with an increase in assets from $903 million in March of 2017 to $1.2 billion today. In 2021, she completed a $16 million renovation of the bank’s headquarters, creating a modern workspace to support a culture of employee collaboration and communication. She achieved 50% gender diversity on the Board of Directors and the among the bank’s Senior Leadership.

Oliver is entrenched in the Cape’s philanthropic commuLISA OLIVER nity. Notable is the establishment of The Cooperative Bank of Cape Cod Foundation Trust in 2018. The Foundation significantly expanded the bank’s philanthropic reach, having awarded more than $500,000 in grants to 501(c)(3) organizations that meet the fundamental needs and challenges of the community.

Her background: According to her official bio, Oliver is a graduate of Colgate University, where she studied International Relations and French.

She also completed the Executive Leadership Program at Case Western Reserve University.

Oliver, who is an avid gardener, lives on Cape Cod with her husband, Richard, and two black labs. They have two grown sons.

Before coming to the Cape, Oliver held volunteer leadership positions with the Rock & Roll Hall of Fame, and American Heart Association.

EMMA NORMAN

Director, Learning & Development Local Government Federal Credit Union What advice would you offer to female professionals just getting their start in the banking industry?

Do not compromise who you are. You add value to your organization with your diverse perspective, ideas EMMA NORMAN and innovations.

Set goals for the things you want to achieve. It is important to have balance, set boundaries, and practice self-care. Above all, be true to your passion, purpose and principles.

Have you had any great female mentors?

What is the importance of mentoring and is this something that you focus on?

I have been fortunate to have an amazing mentor who saw potential in me that I did not yet see. Renee Sattiewhite has been generous with her time and talents to help grow and develop me and the next generation of leaders. I have learned so much about myself, my undying passion, and my true purpose. It is my service to pay it forward by helping mentor other female leaders along their path.

What significant changes would you like to see from the banking industry in the upcoming year?

I would like us to build a culture of inclusion that embraces equity, celebrates uniqueness and encourages diversity. Our industry holds the key in so many ways for so many people. Financial freedom should be more than an American dream, it should be reality. I would like for us to examine and dismantle polices and systems that hinder progress toward equity.

What do you consider your greatest success?

My greatest success is in developing the potential I see in others that they do not see in themselves. I measure my success through the success experienced by those people whose lives I have the honor of touching. If I help them realize and live out their purpose, then I have succeeded.

ANDREA RODRIGUES

Vice President, Marketing Manager BankFive What advice would you offer to female professionals just getting their start in the banking industry?

Learning doesn’t stop once you graduate!

Take the time to learn about other areas of the industry. You’ll have a better understanding on how the work that you do impacts other departments. More importantly, be open to learning from those around you. I’ve learned the most just from hearing stories of the successes and failures from my mentors and colleagues.

Have you had any great female mentors?

What is the importance of mentoring and is this something that you focus on?

I’ve been very fortunate to have Catherine Dillon, Executive Vice President, Chief Growth Officer at BankFive be a mentor. She asks powerful questions, provides honest insight and is always willing to share her own experiences. She is sincerely invested in the employees she manages and wants to see them succeed. I have gained so much valuable knowledge that I’ve been able to pass onto ANDREA others as well.

RODRIGUES

What do you consider your greatest success?

My greatest success has been helping those who have started their careers with me grow and move on to do great things.

What her nominator had to say: Andrea was nominated by Catherine Dillon, Executive Vice President, Chief Growth Officer at BankFive. She said, “Andrea is a true community banker focused on the needs of the community, matches resources to solve problems and sets an example through tireless dedication to charitable endeavors.

“Her involvement in the United Way led to BankFive’s sponsorship of their Mobile Market which provides locally grown vegetables to working families. As a result BankFive hosts the weekly event in its New Bedford branch parking lots and is the title sponsor of the event.”

Issue 1, 2022 | BANKING NORTHEAST 7

Agenda THURSDAY, JAN. 13 3:00 pm – 5:00 pm

Exhibitor Set-Up

8:15 am – 9:00 am

Concurrent Sessions SESSION A

Exhibitor set-up. Not open to attendees.

C-Suite Breakfast Session

5:30 pm — 8:30 pm

MEETING ROOM 1 This invitation-only event features a special keynote speaker only for C-Suite banking executives and select sponsors.

New Leaders In Banking Awards Dinner The Cabaret Theater Recognizing young bankers across Connecticut who display leadership skills above the ordinary.

Separately-Ticketed Event

FRIDAY, JAN. 14 7:30 am

Registration Opens 7:30 am

C-Suite Breakfast Service Begins MEETING ROOM 1 Invitation only.

Cryptocurrencies: A Lender’s Friend or Foe? Presented By: Mike Kanarellis, Wolf & Co. With bitcoin hitting all-time highs recently, China outlawing all crypto transactions and the term “defi” showing up seemingly everywhere, what is a commercial lender to make of crypto?

How vulnerable are traditional banks and credit unions to significant disruption?

Or does crypto present new and exciting opportunities? Hear from Wolf & Company’s national crypto practice leader about where crypto fits into the broader fintech industry, where a bank’s risks and opportunities might be and what every bank should be doing right now.

SESSION B

Real Time Payments — A Catalyst For Innovation Presented By: Carrie Blankenship, Fiserv According to Omdia’s ICT Enterprise Insights 2021/22 survey series, a study comprising more than 6,600 interviews with CIOs and other senior IT decision makers across financial services and

Mike Kanarellis, Wolf & Co.

8 BANKING NORTHEAST | Issue 1, 2022

Carrie Blankenship, Fiserv

Bruce Paul, Rivel Banking

adjacent vertical industries, new payment services built on top of real time payments are a top priority in 2022. Globally, real time payments has been a gamechanger.

With the wider adoption of open banking , the implementation of ISO 20022 and the expectation of instant settlement, the demand for real time payments is gaining traction for both consumer and business payments. Join this session to find out: • why the true and extended value of real time payments lies in integrating with the

Livia Chandler, Rivel Banking

Agenda wider digital ecosystem • what can the United States learn about the different payments services overlays from around the world • how adding new payments service on top of real time infrastructure drives value to financial institutions and corporates

ransomware and extorsion on the financial industry. We will review current threats and risks this sector is facing as we head into post pandemic days. Our panelists will discuss new risks, preventative measures and review a roadmap to combat those dangers.

9:00 am — 9:45 am

You will leave with a better understanding of:

Concurrent Sessions SESSION A

What Do New England Millennials And Gen Z Groups Want From You? They Told Us Presented By: Bruce Paul, Rivel Banking; Livia Chandler, Rivel Banking MEETING ROOM 1 After completing our latest round of Banking Benchmarks, which includes thousands of interviews with them specifically on this topic - the results will surprise you! Banks often gear their spending toward capturing these up and coming customers, but do you really know what products and services they want? Join us and we’ll share what they said. Featuring Bruce Paul and Livia Chandler of Rivel.

SESSION B

Emerging Risks in Banking: Know The Threats And Be Prepared

John D. Flory III, Harbor Networks

9:00 am – 10:30 am

SBA Training Session Join representatives from Conn., RI and Mass. offices of the U.S. Small Business Administration for updates on lending programs, training on new initiatives and forecasts for opportunities in the offing.

9:45 am – 10:30 am

Concurrent Sessions

Making AI Your Customer’s Ally MEETING ROOM 2 Consumers like a personal touch.

But they also want quick and reliable customer service. One way to make the most of both is to better incorporate artificial intelligence into your banking ecosystem. In this session, we’ll look at how to automate and streamline customer journeys across voice and digital channels.

Presenters from Kore.ai will look at how banking leaders can use AI as a customerservice assistant to create personalized customer experiences across voice and digital channels; respond to and deflect complex queries with high degrees of accuracy; and automate interactions to improve Net Promoter Score.

Concurrent Sessions

Covid Convinced Me …

MEETING ROOM 1 In a matter of days, the global pandemic upended traditional banking practices.

Branches without staff but back offices that couldn’t stop, consumer demands for contactless experiences, digital and mobile experiences that exploded

John Crowley, ArmorPoint

SESSION B

10:30 am – 11:15 am

SESSION A

Presented By: John D. Flory III, Harbor Networks; John Crowley, ArmorPoint MEETING ROOM 2 During this interactive session, we will examine the current impact of

• Risks from mobile apps • Third-party organizations being a vulnerable target • Phishing & Social Engineering Attacks • Ransomware & Denial of Service Attacks • Safeguarding your financial institutions reputation • Preventing loss of customer money and time

popularity – all this and more fueled rapid change in the banking world. Join our panel of bankers who suddenly found themselves embracing tactics, techniques and technology they were hesitant about before, and hear how those advancements have affected each institution. This insightful and critical session is hosted by COCC.

Barry McCarthy, Deluxe

SESSION A

Banks & The Small Business Revolution Presented By: Barry McCarthy, Deluxe MEETING ROOM 1 Who better to discuss ramping up banking

Nathaniel C. Gravel, GraVoc

Michael Kannan, GraVoc

Issue 1, 2022 | BANKING NORTHEAST 9

Agenda

services for small businesses than Deluxe President and CEO Barry C. McCarthy. Barry has run two small businesses, currently leads a Fortune 1,000 payments and business technology company, and recently authored a book to empower small business owners and entrepreneurs. In “Small Business Revolution: How Owners and Entrepreneurs Can Succeed,” he delivers a stirring combination of uplifting stories and valuable tips to help small business owners – and bankers -- survive and succeed during unprecedented challenges.

potential exposure to cyberattacks.

However, security strategy for most organizations surrounding this type of testing has yet to take the next step.

This session examines the importance of planning and performing adversary simulation exercises such as red and purple team testing and the value that these exercises can ultimately provide.

SESSION B

11:15 am – 12:45 pm

Presented By: Nathaniel C. Gravel, GraVoc; Michael Kannan, GraVoc

EXHIBIT HALL Lunch is served in the exhibit hall with open bar.

Hiring A Friendly Adversary: The Importance of Adversary Simulation Exercises

MEETING ROOM 2 Many bank and credit unions today perform some level of vulnerability assessment and penetration testing on an annual basis to fulfil compliance requirements and understand their

10 BANKING NORTHEAST | Issue 1, 2022

10:30 am

Exhibit Hall Opens Reception Lunch & Open Bar With Exhibitors

1:00 pm – 2:30 pm

Community Champions Awards Luncheon MEETING ROOM 1 For community banks and credit unions, service to community is one of the strongest marketing initiatives possible. That’s why we’re celebrating the Community Champion Awards. Presented by Banking Northeast Magazine, we’re highlighting organizations that created unique community partnerships, that went beyond the call to aid their community in a special time of need, or have demonstrated what their institution’s cumulative effort has meant to their communities.

1:00 pm

Exhibit Hall Closes

Floor Plan BANKWORLD 2022 FLOOR PLAN

BAR

COFFEE

EEN SCR

ENTRANCE

ENTRANCE

140

160

180

290

310

320

330

350

360

G

120

150

E

700

680

S

110

EEN SCR

190

200

220

T

710

A

460

480

490

500

520

770

760

760 750

CORRIDOR

450

220

780

220

590

600

610

630

640

801

800

790

STAGE

570

190

SC RE EN

ENTRANCE

ENTRANCE ENTRANCE

210

ENTRANCE ENTRANCE

REGISTRATION

Issue 1, 2022 | BANKING NORTHEAST 11

Everything your banker needs to navigate what’s next in banking ■ ■ ■ ■

100+ free compliance courses for the entire bank News, analysis and data you can use—in real time 300+ staff experts in every area of banking Virtual working groups, schools, webinars and more

These benefits and more—all with your ABA membership.

See for yourself. aba.com/LookCloserBankNE

Thirteen Named 2022 New Leaders in Banking 2022 NEW LEADERS HONOREES NATHAN ADAJIAN

Windsor Federal

KELLY ALLARD

Chelsea Groton Bank

WHITNEY CADETT

Thomaston Savings Bank

JENNIFER CIUFFO

Newtown Savings Bank

KELLY CRONE

Thomaston Savings Bank

T

hirteen banking professionals from across Connecticut have been named New Leaders in Banking by Banking Northeast magazine and the Connecticut Bankers Association.

These New Leaders in Banking were deemed the best of the best among the thousands of people who work in banking in Connecticut.

They were nominated for their work as an outstanding employee, manager or business leader, and for making a notable impact within their financial institution and community.

“These are the banking professionals who are blazing trails, accomplishing great things and will surely be at the top of the Connecticut banking industry in the years to come,” said Vincent M. Valvo, publisher and editor of Banking Northeast.

STACEY CURTIS

Salisbury Bank and Trust

JEAN MCGRAN

Chelsea Groton Bank

DAVID MITCHELL

Liberty Bank

ROMIKA ODEDRA

PeoplesBank

ANNE RIVERS Ion Bank

WENDY SOUPPA

Fairfield County Bank

LAUREN SPOSATO

Dime Bank

TIM WARNER

Union Savings Bank

Issue 1, 2022 | BANKING NORTHEAST 13

NEW LEADERS IN BANKING 2022

NATHAN ADAJIAN

KELLY ALLARD

How did you get in to banking, and what keeps you motivated to stay?

I began my career on the retail side of banking when I was much younger. At that point, my focus was still on audio engineering and the music industry; however I saw the banking job as a stable way to generate income. I was always drawn to the commercial side of things as I found it to be very interesting, and so I took an entry-level position in the commercial loan servicing department of a bank in New Hampshire at the first opportunity. Over the years, I held the positions of junior credit analyst, senior NATHAN ADAJIAN credit analyst, portfolio manager, and now commercial lender. I thoroughly enjoy my current role, and what truly motivates me to stay is the ability to meet new people, learn about different industries, have a hand in helping businesses to grow and thrive, and see the positive effects on our direct communities.

How did you get in to banking, and what keeps you motivated to stay?

In 2000, my neighbor encouraged me to apply at a local credit union. Within a few years of working there, I came to Chelsea Groton as a peak time teller. Within one year, I moved to the loan servicing team eventually becoming the manager. Over the past 19 years, I have witnessed so many wonderful attributes about Chelsea like their commitment to the “team” and their families as well as helping the community realize their dreams. I have had the honor of working alongside of a great group of folks KELLY ALLARD in the loan servicing and lending compliance teams, who are innovative and knowledgeable. When I think about the team that I have the pleasure of working with and the support of my manager, I am honored to stay!

Vice President, Commercial Lending Windsor Federal

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

I feel that professionally, my greatest mentor has been our current Senior Lender, Luke Kettles. Luke has helped immensely in my career advancement, continually teaches me new concepts and offers different ways of looking at things within the commercial lending arena. To me, the primary importance of mentoring is to support personal and professional growth, pass down knowledge gained from years of experience, provide constructive criticism and feedback, and encourage future development. The more knowledgeable each of our employees is, the stronger our organization becomes.

What do you consider your greatest success?

On a personal level, my greatest success by far has been becoming a father to two beautiful daughters. On a professional level, my greatest success has been being promoted to my current role as Vice President, Commercial Lender and becoming one of the faces which directly represents our organization.

How do you see technology changing banking in the next few years?

Through constantly evolving technology, including increased online services being offered, enhanced mobile banking potential, and the emergence of neobanks, I feel that banking will change in several ways. First, as we already started to see, I believe the number of physical brick and mortar locations (of the larger banks at least) will continue to decrease as they look to cut expenses where possible.

Secondly, I believe it will put much more pressure on traditional institutions to keep up with, and invest in, the newer technologies in order to remain competitive and attractive to the younger generations.

As more and more banks adopt the emerging technologies, I believe that maintaining the highest level of customer service possible will be the primary defining factor in being able to attract and retain customers, and differentiate an organization from the rest of the pack.

14 BANKING NORTHEAST | Issue 1, 2022

Loan Servicing & Lending Compliance Manager Chelsea Groton Bank

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

When I think about mentors, I first think of my parents and grandfather. My parents instilled in me that I had to give 110% in anything to be successful. They would always say, “You are good but learning and practice makes you great.” My grandfather who was a pastor instilled calm and confidence. Over the years I learned that mentors are not always leaders. They are friends, family, strangers, speakers, or coworkers who bring a different perspective to the conversation.

Without different perspectives we become stagnant. I have been blessed to have so many mentors in my life who have witnessed the great and the ugly and still encourage and challenge me.

What do you consider your greatest success?

From a professional standpoint, it would be surviving the pandemic and everything that came with it. Loan servicing was responsible for an incredible amount of transactions and system postings all while trying to balance remote work. This was the most challenging time of my entire career and we came out on the top! Personally, it would be my family. I was a single mother of two young children for a period of time and when I met my husband I gained two children as did he. Our family has blended nicely and I treasure the life we have built.

How do you see technology changing banking in the next few years?

The one benefit of the pandemic is that is forced us to embrace technology whereas pre-pandemic it was optional. We have learned that we can work remote with minimal impact to operations; members can be served via a video chat instead of coming in; and, you can be helped by a live person at an ATM - does it get any better?

To a certain degree, the industry is forced to stay technologically current in order to remain competitive.

What is your favorite book?

The 4 Agreements by Don Miguel Ruiz and Janet Mills. This book will change your entire perspective!

NEW LEADERS IN BANKING 2022

JENNIFER CIUFFO

VP, Manager of Reporting and Analytics Newtown Savings Bank How did you get in to banking, and what keeps you motivated to stay?

When I graduated college in 2004, I didn’t know what I wanted to do with my life. My mom saw that Newtown Savings Bank was hiring tellers and suggested I apply. I honestly didn’t think I was qualified at the time, but I played along and applied. Seventeen years later, I am still here. The banking environment is constantly changing, and these changes can be both exciting and difficult. I love the challenges they present and how NSB approaches every change with a commitment to its employees and customers. I get to work with wonderful people while doing what I love – problem solving, learning new things, playing with numbers, and staying involved with the community.

also things that are not necessarily taught in school. I have been a part of formal mentoring programs, but I have also learned a great deal by observing my managers and other members of management. I watch to see how they interact with other people and what the response is like. I pay attention to what works and what doesn’t work. I hope that one day I will be in the position to share what I have learned as well.

What do you consider your greatest success?

I have been a part of a lot of great projects at the bank - rolling out remote deposit capture, mobile deposits, implementing our CRM system, converting our entire ATM fleet, and implementing the Banks BI system. These have been great challenges but have taught me so much about the Bank and project management.

How do you see technology changing banking in the next few years?

Have you had any great mentors along the way? What JENNIFER CIUFFO I believe we are going to become more dependent on is the importance of mentoring and is this something data analysis and AI. The insights gained from data analysis that you focus on? paired with AI will allow us to get to know our customers even better and I have been lucky to have many great mentors since joining NSB. provide them with specialized products and services that speak to their My current manager, Lynndel, has challenged me and helped me needs and wants as a consumer. grow while continuously providing me the support I need to succeed.

Mentoring is extremely important. It provides employees the tools What is your favorite book? they need to succeed in their jobs – not only the technical skills but The Book of Longings by Sue Monk Kidd

CONGRATULATIONS! Congratulations Jennifer Ciuffo on your New Leaders in Banking Award!

Member FDIC

NSBonline.com | 800.461.0672

Issue 1, 2022 | BANKING NORTHEAST 15

NEW LEADERS IN BANKING 2022

WHITNEY CADETT

Vice President, Marketing Officer Thomaston Savings Bank How did you get in to banking, and what keeps you motivated to stay?

In college, I worked for a communication company as a social media intern and ultimately as a freelancer. Following my graduation, the company owner introduced me to a community bank that was looking to launch a social media program. I never saw myself in banking, but I am so glad to have landed here and plan to stay. Banking offers endless opportunities to learn, take on new challenges, and find creative solutions. Beyond the industry itself, I am proud to work for a bank that makes such a positive impact on its community.

What do you consider your greatest success?

I consider my greatest success to be finding fulfillment in both my personal and professional life. I have achieved personal goals of becoming a mother and earning my MBA while concurrently advancing in my career.

How do you see technology changing banking in the next few years?

The growing popularity of fintech has heightened expectations for an agile user experience. I think we will see banks make larger investments in technology to meet customer demands for speed, efficiency and a better experience as well as integrating technology into as many services as possible to increase accessibility.

What is your favorite book?

Little Women by Louisa May Alcott

Have you had any great mentors along the way? What is the importance of mentoring and is this something What did Whitney’s nominator say: that you focus on?

WHITNEY CADETT Jonathan Gilbode, SVP, Chief Digital Banking Officer, I am fortunate to have amazing mentors at Thomaston Thomaston Savings Bank, had this to say, “Whitney’s comSavings Bank that offer guidance when I encounter a new or challenging munity involvement and volunteerism is exemplary. She is a member of situation, celebrate in my success, and inspire confidence in pursuing the Young Professionals of the Waterbury Region (YPOWR) and was new ideas or opportunities. Learning from their experiences, seeking named the 2019 Young Professional of the Year. their advice, and benefitting from their knowledge and encouragement “Whitney is a high performer that makes notable contributions to has been invaluable. Maintaining these relationships and encouraging the bank’s strategic direction. Her focus on attracting younger clients my employees to seek out mentors of their own, is absolutely a focus, is yielding palpable results, which the bank has struggled to achieve in and something I think every professional would benefit from. prior years. Whitney continues to have a keen ability to understand the bank’s various strategic initiatives and execute on them accordingly.”

Congratulations

to Thomaston Savings Bank’s New Leaders In Banking Award Recipients!

Whitney Cadett Vice President Marketing Officer

Kelly Crone Vice President Residential Mortgage Officer

Member FDIC 16 BANKING NORTHEAST | Issue 1, 2022

NEW LEADERS IN BANKING 2022

KELLY CRONE

STACEY CURTIS

How did you get in to banking, and what keeps you motivated to stay?

I began working in banking in 1985. My career started with The Banking Center in Waterbury, CT. The Banking Center then became Centerbank and I worked for CenterBank Mortgage Company as a mortgage underwriter. I have continued in this line of work because I believe in the true meaning of homeownership.

How did you get in to banking, and what keeps you motivated to stay?

I began my career as an executive secretary having no previous banking experience. This position provided me with an opportunity to work with different departments, employees, customers and the board of directors. I later moved to working in retail banking. My customers and staff constantly motivate me. I love that no two days are alike and each day offers me new challenges and opportunities.

Vice President Thomaston Savings Bank

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

KELLY CRONE I have been very fortunate during my career to have many great mentors past and present. I still hold close relationships with my past mentors.

What do you consider your greatest success?

My greatest success was helping Thomaston Savings Bank expand their field of lending. I’m also particularly proud of the fact that during the pandemic we achieved record volume in mortgage applications and closings.

How do you see technology changing banking in the next few years?

I see technology constantly changing in the mortgage world.

Applications are taken via phone or online and borrowers elect to digitally sign. I see electronic closings coming in the future.

What is your favorite book?

A Tree Grows In Brooklyn by Betty Smith What Kelly’s nominator had to say: Rebecca Kayfus, CHRO, Thomaston Savings Bank, said, “As head of the residential lending department, she is responsible for the management of 12 employees and oversees the pricing, processing, underwriting, and closing of all residential mortgage applications. She is also responsible for the proper administration of secondary market sales.

“During the height of the pandemic, which coincided with unprecedented mortgage demand, Kelly’s extensive experience and leadership was imperative for the demanding role of manager of the Residential Lending Department. Under her guidance and leadership – the department did not miss a beat. The situation demanded direction and razor sharp focus, not only necessary to meet volume demands, but to keep staff engaged and morale high.

“Kelly demonstrated her willingness to go into the trenches and work shoulder-to-shoulder with her staff (while properly social distancing, of course). Her leadership served to motivate her staff and keep the process flowing where deadlines were consistently met, keeping turnaround time at targeted levels.

“Furthermore, Kelly has been able to increase volume by 26.16% fiscal year to date without any additions to staff but by streamlining and implementing efficient processes. As a result of her effort and leadership, the bank exceeded monthly production levels for the past year, producing historical loan growth and gain on sales revenue.”

Vice President, Branch Administrator Salisbury Bank and Trust

Have you had any great mentors along the way? What is the importance of mentoring STACEY CURTIS and is this something that you focus on?

I have had some remarkable mentors.

They have given me wonderful opportunities to learn and grow. My success is attributed to their support, guidance and confidence in my abilities and I am incredibly grateful. Mentoring is important because it helps an employee to have a direct contact for questions, concerns, advise and all-around oversight of their performance. Mentoring helps in the development of staff to ensure that they reach their fullest potential.

What do you consider your greatest success?

Without a doubt, my son Konnor is my greatest success. I am proud to have a successful career and have raised an independent, outgoing, responsible young man. It is easy to get focused on your career and he keeps me grounded and reminds me of the importance a work life balance.

How do you see technology changing banking in the next few years?

Technology is challenging the way we do everything in our lives and banking is no exception. Customers want to be able to do everything they once did face to face, now through their smartphones. While we continue to move in this direction, we must find ways to keep our customers safe, continue to provide extraordinary customer service while ensuring that our staff is prepared to assist them every step of the way.

What is your favorite book?

To Kill a Mockingbird by Harper Lee What Stacey’s nominator had to say: Shelly Humeston, SVP, Corporate Secretary, Salisbury Bank and Trust Co., said this, “Stacey is an active member of the community and has volunteered her time and talent for various non-profits, financial literacy programs for local schools, community shred days, SBYouniversity seminars, local food pantries, employee celebration events and more. As a single mom, she was very active with her son’s participation in Boy Scouts, 4H, drama club and football. She somehow managed to juggle many competing priorities with grit and grace.

“Stacey is the epitome of a self-made leader. She is a role model and has set an example of how one can create their own destiny and become a leader if that is what they truly desire. She continues to be dependable and willing to do whatever is needed for the good of the bank and our stakeholders. From the moment she began here it was evident that she was eager to learn and contribute in a meaningful way.”

Issue 1, 2022 | BANKING NORTHEAST 17

NEW LEADERS IN BANKING 2022

JEAN MCGRAN

DAVID MITCHELL

How did you get in to banking, and what keeps you motivated to stay?

I started in banking after working in retail for a bit and was looking for something different. I was looking for a job where I could help people. What keeps me motivated to stay is finding ways to help customers achieve their goals. It is such a satisfying feeling when you know that you have made a difference for someone in a positive way.

How did you get in to banking, and what keeps you motivated to stay?

I’m a new leader working for a bank for the first time but not new to banking technology. As a former President of multiple banking Fintech companies during my career, I intimately became aware of challenges that banks face. From the rapidly changing market dynamics, regulatory scrutiny and pressures, outdated technology, and just an overall lack of innovation. It was very frustrating at times from the other side of the table not being able to help banks change because they were handcuffed it felt to me.

DAVID MITCHELL Now the FinTech revolution, as I call it, is also adding more pressure on banks. From Paypal, to Venmo, to Chime, the competitive landscape has dramatically changed. So banks need to think differently about their traditional business models to compete and I’m highly motivated to help Liberty Bank do just that so we can win and not just survive.

Member Experience Market Manager Chelsea Groton Bank

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

JEAN MCGRAN I have been fortunate enough to have several great mentors during my career. Some of my best mentors were people that believed in me, even when I did not, but also was willing to share their journey. Mentoring is so important because it supports and encourages team members to manage their career development and helps them to see their true potential. I focus on mentoring both at work and through a non-profit where I am a board member.

What do you consider your greatest success?

I consider my greatest personal success to be my family. Their support over the years has allowed me to pursue my dreams and to devote time to my career. Professionally, I would say my greatest success is watching my team achieve professional milestones and knowing that I may have played a small part in that.

How do you see technology changing banking in the next few years?

I see customers wanting more choices in how they do their banking. Increased use of interactive teller machine, live video banking and banks that are able to keep up with customer changing needs.

What is your favorite book?

The Year of Yes by Shonda Rimes What Jean’s nominator had to say: Lori Dufficy, EVP, Chief Experience & Engagement Officer, Chelsea Groton Bank, said this, “Jean’s passion is the catalyst that motivates individuals to commit to their own development as well as to deliver products and services that customers’ benefit from; this passion is further demonstrated through her proactive involvement in learning and development; from curriculum design to facilitation, Jean brings out the best in people, a great leader is also a great teacher.

“Jean has experience leading successful projects; the most rewarding was the Chelsea U Student Banking program - a complete success because of the time and effort that Jean and her managers spent – from organizing Chelsea U days to communicating initiatives and results with team members’ bank wide. In addition, Jean teaches several Chelsea University classes to the public as a member of the Chelsea Community Education team.

“Jean is involved in the community, actively volunteering for bank sponsored as well as non-bank sponsored events; she is a board member of the Riverfront Children’s Center and a member of the SECT Women’s Network and the CGB Engage team.

18 BANKING NORTHEAST | Issue 1, 2022

EVP, GM, & Chief Digital Officer Liberty Bank

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

During my career I’ve had several mentors, learned so many valuable lessons from all of them, and received so much help guiding me through my professional journey. There have been countless moments in my life where I leaned on my trusted mentors for advice and the importance of their guidance has been undeniable. And now I have been able to pay it forward. I now mentor many professionals trying to pass along and impart knowledge, wisdom, and my own learnings to hopefully make a positive impact on their lives. A famous movie director explained, “The delicate balance of mentoring someone is not creating them in your own image, but giving them the opportunity to create themselves.”

What do you consider your greatest success?

My greatest success is an easy one. Bought my Mom a house next to me after the acquisition of one of my FinTech companies and now I get to watch my son run down the driveway on Sunday mornings for breakfast at Grandma’s. Nothing will ever top that.

How do you see technology changing banking in the next few years?

FinTech companies have successfully embedded financial products into their digital offerings. Their participation in financial services is a seismic shift of how money is managed and transacted.

With accelerating disruption in financial services, banks can make the FinTech revolution work to their advantage by embracing platform business models as well as improving the customer journeys. Banks have the ability to collect and analyze vast quantities of data. We need to be enabled to have a deeper understanding of our customers and deliver highly personalized services at scale.

Experiences are going to need to feel like they are customized for the individual by processing a wide range of metadata. Customer journeys will need to feel much more inclusive in banking and not like one journey was designed for all.

Liberty Bank is proud to honor David Mitchell as he joins Banking Northeast’s 2022 New Leaders in Banking.

We’re proud to have David on our team! David distinguishes himself as a successful leader, partner and teammate by exhibiting Liberty’s core values every day.

David joined Liberty Bank in 2020 as an industry subject matter expert and bringing a wealth of leadership experience in the Fintech space.

From all of us at Liberty Bank, congratulations David and all the 2022 New Leaders in Banking!

David Mitchell • Liberty Bank Executive Vice President, General Manager & Chief Digital Officer

liberty-bank.com

Member FDIC

NEW LEADERS IN BANKING 2022

ROMIKA ODEDRA

ANNE RIVERS

How did you get in to banking, and what keeps you motivated to stay?

I have been in banking for over a decade and enjoy it every day. I take pleasure in helping businesses and customers grow their financial well being. I started in banking as a part-time teller while attending Central Connecticut State University and I knew then that I wanted a career in banking. I am motivated by having happy and satisfied customers such as when I hear our current customers promote us to their family and friends.

How did you get in to banking, and what keeps you motivated to stay?

I started in retail banking after graduating from UConn, unsure of what I wanted my future to look like. Two things have kept me motivated to stay – first, the incredible people in community banking. Community banking attracts genuinely kind, generous and professional people who want to do good things, and I’ve been lucky to have formed long lasting friendships with so many.

Second, the opportunities that banking provides to its employees. The opportunities I was given early in my banking career led ANNE RIVERS me to a career in Human Resources. I’ve watched many others develop successful careers in banking because of the opportunities available to them – and that’s exciting to watch.

Vice President, Regional Manager PeoplesBank

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

I have had the opportunity to work with really good mentors.

Throughout my career I have always looked forward to working with mentors who would be honest with me, give me feedback on how to be a better banker and it has been a pleasure to use what I have learned and implement it for my staff. My parents have always been great mentors to me, and they have shown me throughout my life how hard it is to be business owners. They have helped me understand small business owners and it helps me relate and make their banking relationships successful.

ROMIKA ODEDRA

How do you see technology changing banking in the next few years?

We are introducing a new technology to our markets, called VideoBankerITM. The ITM stands for “Interactive Teller Machine,” meaning you talk to a live human via video, allowing you to perform any transaction you could do inside a bank from the comfort of your car. The VideoBankers allow us to offer longer operating hours, seven days a week, and also increase the ability for customers to remain safe and contactless. Online and mobile banking numbers are increasing year after year.

What is your favorite book?

Connecting: The Mentoring Relationships You Need to Succeed in Life by Paul D. Stanley and J. Robert Clinton What Romika’s nominator said: Matthew Bannister, SVP Marketing and Corporate Responsibility, at PeoplesBank, said, “Roma was hired as VP, Regional Manager for West Hartford, six months before the banking center was opened. In four months, she recruited four new hires who reflect the diversity and character of the unique West Hartford neighborhood where the banking center is; she has also been instrumental in providing support for a wide range of causes and non-profits (United Way, Hands on Hartford, FoodBank/FoodShare, Habitat for Humanity, West Hartford Senior Center, and several others).

“It is difficult enough to rise up to be called a New Leader, but that is made even more challenging when it is at a new company, in a new market, with a new team. Oh, and during a pandemic. Roma has hit financial goals, become an active community supporter, … and exceeded our expectations in every way.”

20 BANKING NORTHEAST | Issue 1, 2022

Senior Vice President, Chief Human Resources Officer Ion Bank

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

I found a great mentor early in my career and still rely on her guidance, support and friendship, but I’ve been fortunate to have had several great mentors over the years, each helping me to strengthen, or even uncover, my leadership skills. Mentoring is a key component to leadership and to continual development for both the mentor and the mentee. I believe in paying forward what my mentors have taught me and helping to prepare the future leaders of our industry.

What do you consider your greatest success?

Maintaining a work/life balance that I am comfortable with. I am committed to the things that are important to me, both professionally and personally, and work hard to be sure that I am happy with my balance every day.

How do you see technology changing banking in the next few years?

Enhancements in technology will continue to drive efficiencies and from an HR perspective, presents new and exciting ways to attract, motivate, engage and retain talent. Technology streamlines the administrative side of HR and at the same time provides highly interactive tools for HR professionals to use in boosting the talent experience. The creativity and ingenuity coming from technology platforms is impressive, and with remote work continuing to gain traction, technological improvements have never been more important.

What is your favorite book?

At the moment, Never Enough by Mike Hayes.

NEW LEADERS IN BANKING 2022

LAUREN SPOSATO

Corporate Officer, Associate Director of Marketing Dime Bank How did you get in to banking, and what keeps you motivated to stay?

I have been a Dime Bank customer since I opened my account in high school. In 2017, I found myself looking for a new position and Dime Bank was hiring a “Community Relations & Social Media Coordinator.” I knew I had to apply. My positive opinions and perceptions about Dime Bank as a customer continue to ring true as an employee. Dime is truly a community bank that places value on service and relationships. Beyond that, I have seen many doors open and opportunities presented to professionals in the banking industry. As someone who is planning for my future and career, that is absolutely a motivation to stay in banking.

moved on to different positions and different industries, I can always count on Lisa to be there to offer words of wisdom and sound advice.

At Dime Bank many people have served as mentors. First and foremost is Bob Fraleigh (First Vice President, Director of Marketing), who has given me every opportunity to showcase my abilities. Bob has taken an interest in overseeing and supporting my career in any way that he can. In addition to Bob, all the members of the Dime Bank Senior Team have served as guiding lights and professionals I strive to be more like every day. As someone who has benefitted from having a mentor, I think mentoring is extremely important and can help guide employees through their careers. As a new manager I try and lead by example as well as offering feedback and guidance to my team members.

LAUREN SPOSATO

Have you had any great mentors along the way? What is the importance of mentoring and is this something that you focus on?

So many people have taken a personal interest in my future and served as mentors. Lisa Konicki, president of the Ocean Community Chamber of Commerce, a mentor for over 7 years, believed in me and gave me the opportunity to do an internship directly under her when I had no other professional experience as a recent college graduate.

That internship was the catalyst for my entire career. Even as I have

What do you consider your greatest success?

I don’t think I’ve had my greatest success yet. While I’ve had a number of accomplishments during my career, my greatest success is still to come. That line of thinking keeps me motivated to continue to strive for success.

How do you see technology changing banking in the next few years?

We are going to see an extension of the acceleration of customers doing their banking virtually. As technology continues to increase, naturally customers will follow that trend. However, I still think branch locations will matter. At Dime we say “Community Banking Live Here” and having local branch locations is a big part of that sentiment.

Congratulations Congratulations Lauren!

Lauren!

Dime Bank would like to congratulate our own Lauren Sposato for being recognized as a New Leader in Banking!

Lauren Sposato Corporate Officer, Associate Director of Marketing

EST. 1869 | MEMBER FDIC

Community Banking Lives Here™

dime-bank.com

Colchester | East Lyme | Glastonbury | Ledyard | Manchester | Montville | New London | Norwich: Broadway, Corporate, Norwichtown | Stonington Borough | Taftville | Westerly, RI

Issue 1, 2022 | BANKING NORTHEAST 21

NEW LEADERS IN BANKING 2022

WENDY SOUPPA

Vice President, Deposit Operations Manager Fairfield County Bank How did you get in to banking, and what keeps you motivated to stay?

I began my career in banking as a full-time teller at our busiest branch. I didn’t really know what I wanted to do but I quickly learned that there are many opportunities in banking. After a little over a year as a teller, I made the transition to deposit operations where I have been ever since. Being driven to solve problems and take on new challenges is what keeps me motivated.

Have you had any great mentors along the way? What is the importance of mentoring WENDY SOUPPA and is this something that you focus on?

I am privileged to have had a few great mentors throughout my career. These individuals helped me to understand what a true leader is. Each of them has played a key role in the successes I have had throughout the years. Mentoring is an important part in the development of team members. Having someone to encourage and guide you is truly invaluable.

What do you consider your greatest success?

From a personal standpoint, my greatest success is my son Nicholas. Raising him to be the amazing young man he is today while working full-time was a challenge but was so rewarding.

From a professional standpoint, it is navigating through the pandemic. Just a few months after taking a new role of managing the deposit operations team, the pandemic hit. Including myself, we had four team members transitioning into new roles as we suddenly found ourselves working remote. This was especially challenging as we also experienced a significant increase in daily work including outgoing wire transfers. We got through it without compromising the quality of work and still providing great service.

How do you see technology changing banking in the next few years?

During the pandemic, we saw a huge shift toward digital channels. Customers who were once reluctant to use these channels were forced to adopt it. I anticipate the demand for personalized digital experiences will continue to grow.

What Wendy’s nominator had to say: Debra Verbeke, EVP, Human Resources, Fairfield County Bank, had this to say, “Since being promoted to Vice President and Manager in 2019, Wendy has demonstrated leadership qualities in several different ways, but the most significant is in her ability to recognize and utilize the talents of her team.

“Wendy is an independent thinker who sees her responsibility beyond how her area functions, but how new processes her team develops will help the frontline meet the needs of our clients. Wendy is everything one could ask for in a team member: dedicated to serving the bank’s “internal customers.”

“Her infectious personality helps motivate all those who work for or with her. Wendy’s ability to engage talent and new ideas has elevated her department to a level of the organization where career-driven employees seek the opportunity to work for and with her.”

22 BANKING NORTHEAST | Issue 1, 2022

TIM WARNER

Assistant Vice President, Merchant Sales & Servicing Manager Union Savings Bank Here is what Tim’s nominator had to say: Michele Bonvicini, Director of Community Relations, Union Savings Bank, had this to say, “Tim started his banking career with Union Savings Bank (USB) in August 2002 as a part-time customer service representative while attending college. He advanced his career to a supervisory role, then became an assistant branch manager in 2013 and in March 2019 was promoted to an assistant vice president, merchant sales & servicing manager.

“Tim has consistently demonstrated his commitment to the bank’s customers during his 19-year tenure at USB and his response during the pandemic truly set him apart. He and his team immediately reached out to see how our businesses were managing and to determine whether they could assist customers with accepting credit card payments in a new way.

“Merchant Services was able to deliver creative solutions tailored to businesses that helped those businesses thrive in the new environment. For example, restaurants were set up with software that allowed customers to order and pay online so that they could offer take out to replace in house dining. It also allowed them to track customer purchases and inventory, offer gift cards, and easily change their online menus and price points as needed.

“Municipal customers were set up to accept payments with portable devices so that residents using way stations could make payments from their vehicles instead of entering a building. In these cases, additional reporting capability was added to facilitate the reconciliation and reporting of receipts for municipal employees who were working remotely. As a result, his team grew merchant fee income for the bank by 10% in the last year.

“Tim takes pride in his work and gains satisfaction from helping customers. He sees himself and his team as an extension of his customers’ business operations and takes their success and his role in it very seriously.

“Tim also volunteered to be part of the team of employees who helped the bank process the onslaught of PPP loans. Tim worked late into the evenings and over the weekends contacting customers, answering their questions, and following up to make sure they received the funds they needed to help them survive in a difficult economic environment. When the second round of funding became available, he immediately volunteered to participate again.

“Throughout the pandemic Tim remained upbeat and enthusiastic and would supply Dad jokes to the team to keep spirits up during uncertain times. I am proud to nominate Tim for his dedication and leadership, not just as a Union Savings Bank team member, but as an active community member assisting our neighbors with tax return preparation through Danbury’s VITA program, distributing food for CT Foodshare and the United Way, and working at festival fundraising events for local nonprofits, often assisting them with accepting credit card payments.

NEW ENGLAND’S TOP GATHERING FOR CREDIT UNION PROS. LIVE & IN-PERSON!

MAY 19, 2022 WYNDHAM NEWPORT NEWPORT, RI

SHOW PRODUCER

ATTEND FOR FREE* WITH PROMO CODE BNEFREE.

GREATCUSHOW.COM

GFA Federal Credit Union - Headquarters and Branch in Gardner, MA

Banking today just got brighter.

Your headquarters and branch are more than just four walls. With decades of experience, we know the industry inside and out. We know what works and what's next. Let us build off your goals and help you realize your environments' creative potential.

by triad

Bank Design New England

Architecture N e w Yo r k

Branding

Project Management

508-339-6600

w w w. n e s - g r o u p . c o m