Services

The Workflow Fix

Pick one high-touch process or problem that is not working the way it should. Loan applications, new accounts, member requests, card disputes, auditing, or anything else that touches members or staff every day.

I step back and look at how it runs today and why. I talk to the people who do the work and look at it from the member's side. Then we fix it in a way that fits your team. That might be a new tool, a new queue, a new way of doing the work, or new measures to track it. I build on tools you already pay for wherever possible.

Some fixes are simple and some cross several departments, so the fee is set by scope. You get a fixed price in the proposal before anything starts.

You receive

A map of how it runs today, the redesigned process in use, staff training, documentation so your team can maintain it, and a check-in call 30 days after go-live.

Good fit

One process or problem, clearly bounded, that your members or staff feel every day.

AI Starting Point

AI is everywhere. The hard part is knowing where to use it and which tool is right. I look at your key areas and processes with your team and use a problem-first decision model to rank where AI will help.

Then we implement the highest-value solution we land on and put it into use, so your staff and board can see what it does from experience. If more than one makes sense right away, I price the next ones before we start them.

Your staff also get training on AI overall: what it does well, where it falls short, and how to use it safely in their own work.

You receive

A ranked list of where AI will help, with effort and payoff. The first solution built and in use. AI training for your staff, plus hands-on training for the people who run the new tool. A one-page AI policy the board can adopt.

Strategic Planning

Strategic planning often misses the plan. I make sure the plan is the biggest thing you leave with.

We start with a short survey of your team before I arrive, and I pull your numbers next to a peer group you agree with. Then one or two days on site with your leadership team, your board, or both. We talk through your credit union and your strategy at both the big-picture and day-to-day level, and we set the plan from here.

A written plan follows two weeks later for your team to work from. Three quarterly check-in calls keep it moving and let us adjust as needed.

Before

Survey of your team, peer comparison, prep call with the CEO.

On site

One or two days with your leadership team, your board, or both. Prices shown are for one day. If a second day makes sense, I quote it before we start.

After

Written plan within two weeks. Three quarterly check-in calls. A one-page board summary.

Standing Advisor

For a CEO who wants someone to call. Three scheduled calls a month with you or your leadership team. A written review of your numbers each month, with what I would watch. A look at anything you send me: policies, job descriptions, vendor proposals, board materials. And my cell number for when something needs attention.

Expanded

$1,750 per month adds one built deliverable each month. A dashboard, a procedure, an analysis, a board presentation.

Operations Sprint

Two weeks looking across branches, the contact center, and lending turnaround, with your managers. On day 14 you get a short ranked list of what I would fix first and why. Then six weeks implementing the top two or three with your team: a process rebuilt, a queue built, a staffing change made, a scorecard in use.

You receive

Ranked fix list on day 14. Two or three fixes implemented by day 60. The remaining items with estimated cost. A one-page summary for the board.

Frontline Sales Training

Turning transactions into interactions. Every visit is a chance to add value for the member and for the credit union. A member who leaves with a better rate, a lower payment, or a product that fits their life is better off. The credit union earns more of that member's trust and more of their business.

I train your frontline staff on what to look for, what to listen for, and what to ask, so they have the confidence and the knowledge to bring those opportunities up.

Conversations follow a structure with no scripts, so your staff still sound like themselves. The structure starts from the end state: where the member is trying to get, then working backward to how we help them get there.

Covers

Spotting needs in everyday transactions. Reading a credit report and member financials. Structuring the conversation. Roleplay on real situations from your branches.

Pricing

The starting price covers one day on site. The number of days depends on how many branches and staff you have, and you get a fixed price in the proposal.

Leadership Session

A half-day working session for your management team built on CORE, the leadership system I run my own team on. Clarity, Ownership, Reinforcement, Execution. It is practical. Managers work on their own teams and their own problems, and leave with written commitments and a 30-day follow-up call on the calendar.

Good fit

A management team that is growing, has new managers in it, or is heading into a change like a conversion or a merger.

For KeyStone credit unions

KeyStone lets a credit union script and extend the core in ways most cores do not. I have used that to build tools for tellers, lenders, and back-office staff at Illinois State Credit Union. This work is only for credit unions on KeyStone or converting to it.

What I have built

Screens for tellers, lenders, and collectors (cash drawer and vault, proof of income, card-funded deposits, collections notes). Guided workflows like deceased member handling. A data warehouse fed from KeyStone for reporting and AI questions. CRM queues, opportunity types, and loan decision models.

Where I can help

A script or screen built for a process your staff find clunky. Configuration cleanup after conversion. Work queues and CRM setup. Getting your KeyStone data into a warehouse for reporting. A full post-conversion tune-up.

Other work