Marc Rapport
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Articles by Marc Rapport
CDFI funding gives credit unions room to lend where others won’t
By Marc Rapport Contributing Editor Key points The CDFI Fund received $324 million in FY2026, and a continuing resolution signed Sept. 2 keeps federal programs operating at current funding rates through Dec. 11 while Congress works on final FY2027 appropriations. Credit unions are using CDFI resources to build reserves and support programs ranging from $2,500 small-dollar loans to microbusiness lending, housing cooperatives and emergency financial assistance.
Industry Reports: Is AI Making Synthetic Identities Harder to Spot? How This Credit Union Looks Deeper
By Marc Rapport Contributing Editor Key Points Synthetic identity fraud increasingly requires credit unions to connect inconsistencies across identity, credit, document and behavioral data rather than rely on a single verification check. AI is making fraudulent documents and supporting identity signals more convincing, putting greater importance on automated authentication, historical data and cross-institution intelligence.
Industry Reports: Can Credit Unions Still Trust What Looks Legitimate? Synthetic Fraud Is Changing Authentication
By Marc Rapport Contributing Editor A document can look legitimate. An image can look legitimate. A voice can sound legitimate. As generative AI makes those signals easier for fraudsters to create and manipulate, credit unions face a fundamental authentication problem: Passing an individual checkpoint no longer necessarily means an identity can be trusted. Sergio Valencia Sergio Valencia sees that challenge across a wide swath of the credit union industry.
Industry Reports: Be Like Dolly -- Helping Members Make Giving an Everyday Habit
This Florida cooperative shows how to follow Dolly Parton’s example by making “people helping people” part of everyday financial life. By Marc Rapport Contributing Editor Key points Dolly Parton’s legacy shows giving back doesn’t require wealth – credit unions can teach that small, steady actions matter. GTE Financial shows how credit unions can vet charities and make giving easy, like rounding up purchases.
Industry Reports: For Senior Fraud, Credit Unions’ Best Defense May Be Knowing Their Members
Scams targeting older Americans are becoming more sophisticated, but credit unions have tools that technology alone can’t provide. By Marc Rapport Contributing Editor Key Points Senior fraud increasingly combines impersonation, urgency and new technology. Frontline employees and trusted relationships can stop losses before they happen. Credit unions want more tools to delay suspicious transactions and protect vulnerable members.
Industry Reports: Could AI Give Smaller Credit Unions a New Kind of Scale? These Folks Think So.
AI could prove especially consequential for smaller and mid-sized credit unions because it offers something they have historically struggled to buy: scale without a corresponding increase in headcount. By Marc Rapport Contributing Editor Key Points AI can help smaller credit unions scale expertise and productivity without adding specialized staff across every department.
Industry Report: The Branch Isn't Dead—It's Becoming More Important...
Branch count grows while an integrated digital-plus-branch experience evolves across credit union land. By Marc Rapport Contributing Editor Key Points Credit union branch count is actually rising. Younger members still value in-person input. Digital and personal work together. Conventional wisdom has held for a while now that full-serve branches are headed for extinction, rendered obsolete by mobile banking and digital-first lifestyles, especially among the younger set.
Industry Report: AI Won't Replace Most Credit Union Employees. It Will Redefine Their Jobs...
Instead of layoffs, these two industry experts argue, AI is expected to reshape jobs, slow future hiring and allow employees to spend more time delivering the personalized service that has long distinguished the movement. By Marc Rapport Contributing Editor Key Points AI is automating routine work across contact centers, lending, fraud management and back-office operations, and these thought leaders say it’s enhancing productivity more than replacing employees.
credit union news - CUbroadcast
Instead of layoffs, these two industry experts argue, AI is expected to reshape jobs, slow future hiring and allow employees to spend more time delivering the personalized service that has long distinguished the movement. By Marc Rapport Contributing Editor Key Points AI is automating routine work across contact centers, lending, fraud management and back-office operations, and these thought leaders say it’s enhancing productivity more than replacing employees.
Data & Insights For Credit Unions
No Comments Tom Sievewright, Director of Executive Benefits at ALM First, talks about recruitment, retention, and retirement in the credit union industry with Callahan & Associates.
Trial And Error Helps Everwise Turn Hard Lessons Into Smarter Ventures
Even when an investment doesn’t immediately translate into a product deployment, it can deepen our understanding of an emerging challenge or opportunity. That learning has value. Harvesting knowledge and insight from successes and failures is as important as financial outcomes.
Exit Interview: Linda Fales, Suncoast Credit Union
Impact shouldn’t be measured solely by the size of a grant award. What matters most is the lasting difference those dollars make in people’s lives. After 45 years at Suncoast Credit Union ($20.5B, Tampa, FL), Linda Fales officially retired July 21, bringing to a close a career defined by one constant: helping people.
Industry Reports: Corelation Lands a Transformational Win with SECU
The nation’s second-largest financial cooperative chooses one-time startup to blend its branch-focused service with top-shelf digital tools. By Marc Rapport Contributing Editor Key Points SECU's conversion to Corelation KeyStone is a landmark move for the credit union industry. The transformation will unify member service across digital, phone and branch channels. The partnership speaks to modern technology strengthening traditional relationship banking.
Innovation Only Goes So Far Without Internal Alignment
“The most successful initiatives are the ones where key stakeholders understand the problem we’re trying to solve, the member or business value, the risks, and what will be required from their teams before we move too far down the path.” David Jamshid, VP of Fintech Partnerships, Coastal Credit Union Founded in 1967 by a group of IBM employees, Coastal Credit Union ($6.2B, Raleigh, NC) grew up alongside one of the country’s leading technology hubs.
Future Bets From Today’s Credit Unions
Credit unions don’t invest in fintech the same way banks or venture capital firms do. For them, every decision ties back to member value, operational impact, and long-term purpose. In the Future Bets series from CreditUnions.com, leaders from institutions across the country share how their shops approach innovation and investment, from building in-house capabilities to backing early-stage partners.
Future Bets From Today’s Credit Unions
Credit unions don’t invest in fintech the same way banks or venture capital firms do. For them, every decision ties back to member value, operational impact, and long-term purpose. In the Future Bets series from CreditUnions.com, leaders from institutions across the country share how their shops approach innovation and investment, from building in-house capabilities to backing early-stage partners.
Digital Banking’s Next Challenge Is Making Everything Work Together
A provider and credit union client share how digital maturity now demands speed and integration. By Marc Rapport Contributing Editor Key Points Digital maturity now means moving faster. Fragmented systems create growing friction. AI will reshape banking expectations. Digital transformation at credit unions has traditionally been measured by how many manual processes could be moved online.
Insights From The Outside: Don Rositano
Don Rositano, Chief Financial Officer, Bellevue FCU Before joining Firelands Federal Credit Union ($554.6M, Bellevue, OH) as chief financial officer in 2023, Don Rositano built a career at the intersection of banking and membership-driven retail, shaping how he approaches value, pricing, and performance. Before entering the credit union space, Rositano spent more than a decade with Sam’s Club, where he led finance for a $2.2 billion division.
Industry Reports: AI Moves From Monitoring To Managing Compliance Workflows
Credit unions and vendors move beyond using artificial intelligence as a research tool and into operational compliance management. By Marc Rapport Contributing Editor Key Points Credit unions are using AI to filter regulatory updates based on charter, asset size and product mix. Human review remains central, with compliance teams validating summaries, interpretations and actions.
When Everyone Owns The Member Experience, No One Does
Top-Level Takeaways Teams that optimize in silos can degrade the overall member journey. When no one owns cross-team decisions, outcomes tend to default to the safest option — not the best one for members. Clear ownership aligns goals, data, and outcomes from dedicated teams. Member experience doesn’t fall apart because teams don’t care; it breaks when no one owns the decisions that cut across them. Avoiding that reality is shaping the member journey at FORUM Credit Union ($2.3B, Fishers, IN).
6 Takes On Today’s Member Experience
Member experience used to be the loudest conversation at the credit union table. It might be quieter today, but it hasn’t gone away. It’s grown up. What began as a push to improve service at the front line has become an enterprise-level responsibility shaped by digital channels, data, and rising expectations. The concept is no longer new, yet the work and the clear need for ownership of it has never been more complex.
5 Takes On Today’s Member Experience: Kim Riley
PULL QUOTE: “We understand member experience as an enterprise responsibility.
What Makes Good AI Policy? Start With Curiosity And Accountability.
Top-Level Takeaways Strong AI policies balance control with enablement, not restriction. Risk-tiering and human oversight show up in every mature approach. Training and governance matter as much as the technology itself. Credit unions are no longer asking whether to adopt artificial intelligence. They’re figuring out how to govern it before it governs them, and that shift is showing up clearly in how they write and enforce policies.
Two Executive Orders, One Housing Push: What It Means for Credit Unions
By Marc Rapport, Contributing Editor Trump orders aimed at easing mortgage lending and boost housing supply, but movement leaders say real impact will depend on how the details play out. Key Points and Takeaways The March 13 orders take a dual approach: easing mortgage regulations while trying to increase housing supply. Credit unions see meaningful potential in reduced compliance burdens and operational flexibility.
How AI Is Reshaping Credit Union Operations
Credit unions move rapidly from experimentation to operational deployment. That’s while navigating a careful balance between innovation, governance, and member trust. By Marc Rapport, Contributing Editor Key Points Many credit unions adopt AI first in internal operations and lower-risk workflows. Governance and data controls remain central concerns for financial institutions. AI is improving employee productivity and automating repetitive tasks.
Industry Reports: From Chronic to Constant - How AI Supercharges Phishing
Credit unions respond to AI-driven attacks with adaptive detection tools, stronger authentication, and targeted education for employees and members. By Marc Rapport, Contributing Editor Remember when phishing emails were easy to spot, riddled with typos and sent in clumsy batches by amateurish attackers copying scripts from online forums?
Credit Union Member Experience Drives Growth At Navy Federal
Top-Level Takeaways Storytelling is a useful tool to clarify complex opportunities and guide leaders toward confident decisions. An incubator at the front end of innovation allows the UX team to test ideas early, explore what’s possible, and reduce risk before major investments.
Credit Union Storytelling With A Mission Focus
Top-Level Takeaways Storytelling doesn’t require scale — it starts with noticing small, human moments. The most effective stories follow a clear challenge-and-progress arc. A single member story can travel across channels without losing its meaning. State-of-the-art storytelling is a key piece of the arsenal as Navy Federal Credit Union ($194.0B, Vienna, VA).
INDUSTRY REPORT: DCUC to ICBA -- Let’s Get Together on Advocacy and Support
Anthony Hernandez by Marc Rapport, Contributing Editor The Defense Credit Union Council reaches out to the Independent Community Bankers of America with suggestion to work together on regulatory relief and support for military families and rural communities alike. Some Key Points The DCUC represents roughly 225 credit unions serving about 45 million members. The ICBA represents approximately 5,000 small and mid-sized community financial institutions.
What’s In A Name: Director Of Dealer Engagement
For many prospective members, a car dealership — not a branch — is their first interaction with a credit union. At Erie Federal Credit Union ($805.9M, Erie, PA), that interaction now represents a meaningful touchpoint. In 2024 alone, the cooperative originated 3,415 auto loans through local dealers.
When Hollywood Went Mobile, Its Credit Union Followed
First Entertainment goes cross country to launch a vertical, identity-based digital brand without geographic or technology limits. SOME KEY POINTS Atlanta was the natural launchpad for CineFi. Home to tens of thousands of entertainment professionals, Atlanta is an ideal hub for a digital-first credit union built around creative work. CineFi is built for irregular income and mobile careers.
Credit Union Employee Retention Is Everyone’s Job
Top-Level Takeaways Dated onboarding and lack of support contributed to high turnover at Community First Credit Union of Florida. A new program with shared ownership of onboarding pushed retention above 80%. When teller turnover began climbing at Community First Credit Union of Florida ($2.9B, Jacksonville, FL), leaders initially chalked it up to pandemic disruption and a tight labor market. But the longer the trend continued, the clearer it became that issues ran deeper.
Trump Call For 10% Credit Card Cap Prompts Pushback
Proposal highlights affordability goals but faces steep legal hurdles. By Marc Rapport, Contributing Editor President Donald Trump’s call for a 10% cap on credit card interest rates is not a new idea, but it has rarely been delivered with this kind of presidential urgency or political theater. Trump announced Jan. 9 that he wants a one-year cap on credit card APRs starting Jan. 20, arguing that consumers are being “ripped off” by rates that routinely exceed 20%.
Credit Union Leadership Lessons From A 50-Year Career
We have at times sacrificed the bottom line to provide the type of banking our community needs. Ask Cheryl Sio for her resume and she’ll tell you she doesn’t have one. She started working at Sundstrand Credit Union at age 20, became president less than a decade later, and stayed put for the next 50 years.
How AI Is Shaping Credit Union HR Strategy For The Next Era
The new year has arrived and with it technology tools and trials that were not even on the radar a year or two ago. Generative AI is no longer an experiment at the edges; it’s rapidly becoming part of daily workflows in ways unpredicted just months ago.
It’s GENIUS: Stablecoins Give Credit Unions a Path Back to the Future
Even the crypto-cautious can appreciate what stablecoin offer: trust, control, and the chance for credit unions to move ahead their terms. by: Marc Rapport Contributing Editor Stablecoin is the gold standard reimagined for the digital age – backed, manageable, and steady. It’s not hype or speculation; it’s money that behaves like money, just faster and more flexible.
How To Build Credit Union AI Strategy In Real Time (Part 2)
Artificial intelligence is disrupting financial services faster than the speed of the internet. Generative AI tools for both member-facing applications and back-office processes are in the hands of employees right now, raising the stakes for governance, compliance, and smart use policies that don’t hinder innovation or competitiveness. That means today’s credit union leaders must balance moving quickly to unlock AI’s value with putting enough governance and guardrails in place to mitigate risk.
How To Build Credit Union AI Strategy In Real Time (Part 1)
Artificial intelligence is disrupting financial services faster than the speed of the internet. Generative AI tools for both member-facing applications and back-office processes are in the hands of employees right now, raising the stakes for governance, compliance, and smart use policies that don’t hinder innovation or competitiveness. That means today’s credit union leaders must balance moving quickly to unlock AI’s value with putting enough governance and guardrails in place to mitigate risk.
Insights From The Outside: Erling Amundson
Before coming aboard Langley Federal Credit Union ($5.6B, Newport News, VA), Erling Amundson knew the organization only as a longtime member. But his professional background and leadership insights made him a perfect fit for his new role as the cooperative’s first member experience specialist. Amundson spent more than 30 years working in user experience, digital strategy, and social business intelligence.
Cybersecurity Is A Team Sport At Shoreline Hometown
Top-Level Takeaways The biggest cyber threat at Shoreline comes from scams targeting its members, not its systems. Strong cross-departmental communication helps the credit union catch fraud before it hits. Monthly phishing tests, layered security tools, and third-party audits keep defenses sharp. At Shoreline Hometown Credit Union ($141.3M, Manitowoc, WI), size isn’t a barrier to cybersecurity.
Cybersecurity Is Under Fire And Credit Unions Are Fighting Back (Part 1)
The arms race of AI versus AI will continue, so we’re investing in tech that supports scalable, automated response — things like phishing takedowns and fraud detection in loans. Cyber threats are evolving fast. So are the defenses credit unions use to stop them and the regulatory expectations and tools at their disposal.
Cybersecurity Is Under Fire And Credit Unions Are Fighting Back (Part 2)
The same AI tools boosting our productivity are also helping bad actors. This has escalated the cat-and-mouse game between us and them. To stay ahead, we’ve created a dedicated AI role to ensure member protection remains central as AI evolves. Cybersecurity threats are growing sharper, faster, and more sophisticated. From AI-powered phishing to deepfake scams, credit unions are facing an arms race where every vulnerability matters.
Fighting Fraud Requires Smarter Cybersecurity
Top-Level Takeaways The NCUA is steering credit unions toward flexible, risk-informed cybersecurity tools. Forward-thinking credit unions are using the transition to strengthen resilience, modernize compliance strategies, and adopt real-time threat response capabilities. Integrating cybersecurity with fraud prevention and enterprise risk is now a leadership imperative, not a suggestion. Credit unions are facing a shift in how they evaluate cybersecurity risk.
Innovation At The Speed Of Payments (Part 2)
AI, real-time payments, blockchain, and open banking are driving rapid change in the payments space. Some credit unions are rolling out FedNow Service and RTP, others are integrating wallets and Zelle, and nearly all are testing AI for fraud prevention and personalization. Meanwhile, challenges are mounting, including shifting regulations, rising fraud, and the pressure to quickly adapt people and processes.
Innovation At The Speed Of Payments (Part 1)
Credit unions are racing to keep up with faster payments and rising expectations for seamless, instant service. Members want fintech speed with cooperative trust — finding that sweet spot is an ongoing challenge and opportunity for credit union leaders. Read on for insights and strategies from Atomic Credit Union, Coastal FCU, Dupaco Community Credit Union, GECU Credit Union, Golden 1 Credit Union, and Greater Texas FCU.
What’s In A Name: Chief Member Services Officer
I see my current work as an extension of what I did before. Payments, fraud, and support channels all carry inherent risk. Now I’m not just assessing it, I’m leading the teams that handle it. That creates real-time risk visibility where it matters. Todd Link’s title — chief member services officer — might sound like a traditional executive role. But dig into the structure at Dupaco Community Credit Union ($3.5B, Dubuque, IA), and a strategic reshuffling of priorities becomes evident.
What’s Behind Royal Credit Union’s Payments Strategy?
Top-Level Takeaways Royal Credit Union builds agility through smart partnerships rather than betting big on bleeding-edge tech. Stablecoins and AI are on the radar, but timing and purpose — not hype — drive adoption. Smart builds, strong partners, and strategic timing drive Royal’s roadmap. Royal Credit Union ($5.5B, Eau Claire, WI) isn’t into chasing bells and whistles.
Bingo And Bragging Rights Build Employee Engagement
Top-Level Takeaways Regular, fun-focused engagement helps reduce turnover while recognition and coaching fuel loyalty and performance. A lively culture starts with leadership presence and trust. Credit union contact centers are high-stakes environments. Agents juggle complex calls, relentless volume, and emotionally charged member interactions — typically while tethered to a headset and a call queue. That daily grind makes employee engagement more than a nice-to-have. It’s a survival strategy.
How Fintech Partnership Can Push The CU Industry Forward
Credit unions have always prioritized relationships and member service, but as technology reshapes financial services, the ability to lead with tech savvy has never been more important. Many of today’s CEOs are blending technical expertise with cooperative values to build smarter, stronger partnerships with fintechs, from the big card and core processors to highly specialized startups pushing the envelope in innovation.
Fintech Strategy Shines With CUs Thanks To These CEOS
Credit unions have always prioritized relationships and member service, but as technology reshapes financial services, the ability to lead with tech savvy has never been more important. Many of today’s CEOs are blending technical expertise with cooperative values to build smarter, stronger partnerships with fintechs, from the big card and core processors to highly specialized startups pushing the envelope in innovation.
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