1. John F. Wilkening Chief Retail Officer

2. Agenda Presenter Facts Notre Dame Federal Credit Union Details
History of NDFCU
2014-Present
Motivational Culture
Training
Incentive
Questions

3. Presenter Facts Norwest Financial 1991- Branch Manager
Mercantile/Harris Bank North Area Manager & Vice President
American Trust & Savings Bank Vice President & Director of Business Development
First National Bank of Illinois/Wintrust Senior Vice President & Director of Retail Banking/Senior Vice President of Business Development
Notre Dame Federal Credit Union 2015-Present- Chief Retail Officer

4. Notre Dame Federal Credit Union
Founded in 1941
Small Beginnings- founded over a discussion in a tavern and our initial building was operating out of a night watchman’s office in the Main Building on the University of Notre Dame’s campus.
58,000 members worldwide
Over $600,000,000 in assets
Growth over last 3.5 years has been substantial
Currently 9 branch locations and a national call center with plans to expand

5. NDFCU- 2014 State of NDFCU during this timeframe 2014 Survey
Lack of loan growth
Lack of morale
Lack of profitability
Retail vs. Credit Union
2014 Survey

6. NDFCU- 2015 Making the move to Notre Dame Federal Credit Union
My motivation, plans and intentions to make a change
What I was portrayed to inherit vs. what I actually had in a team
1-on-1’s with every Retail Partner
Spark Plugs
Love, relax and enjoy
State of the credit union in 2015 and the direction we needed to go by EOY

7. Key to Success- Morale & Culture Development
Built a foundation around “Yes I Can” mentality
Authored and administered ongoing training (as detailed later)
Taught team about the key strategies to become dream builders and promise keepers
Created Financial Physicians out of each Retail partner
The change a life a day culture was born.
Strive to abolish poverty and do what’s right for the member with every interaction
Structure each day, week, month and year to lead to success

8. Message to the Team Daily
I want to empower you
I want to change you
I want to develop you
I want to help you win
I want to change a life a day
I want to make a difference
I want to help everyone
I want to be successful with you

9. The “Yes I Can” Mentality

10. The “Yes I Can” Mentality
This is NOT a saying… it’s a behavior, a culture and needs to permeate throughout the organization
“Yes I Can” should be what differentiates us from other organizations
Put the member first… ALWAYS
Order Taker vs. Financial Physician
If you don’t really care… you are in the wrong business

11. The “Yes I Can” Mentality
Do you pay your own salary?
If not for you, would we have this business?
Could a robot do your job?
Are you an advocate of NDFCU?
Do you take ownership of each membership interaction?
Do you reference policies?
Policies are for cowards; the untrained say “it’s our policy”
We need to be knowledgeable enough to educate and inform in every interaction

12. The 3 C’s to “Yes I Can” Competency Courtesy Concern
Be an expert- know all products and services… and use them
Own your branch and your brand and don’t be allergic to looking stupid
Courtesy
Listen to each other and every member and always make others your priority
Concern
Care about your members, care about changing a life a day and strive to better the financial well-being of each person you come in contact with

13. 3 Dimensions of each NDFCU position
Member Service
Financial Physician
Sales Champion vs. Dream Builder
Member Relations
Member Development

14. 5 Simple Ways to Grow an Organization
This became our focus immediately in 2015
Reduce the loss of existing members
Expand relationships with existing members
Acquire new members & new relationships
Increase multiple accounts to new members
Plant seeds for future products & services
SEG Development

15. The Ongoing “Yes I Can” Mentality
Reiterate to the team daily
Your role in this organization and this community is a true gift
This “job” provides empowerment and rewards beyond measure
Focus on every member as if it’s your last
480 minutes of greatness a daily

16. Training
Author and train ongoing classes to keep the team sharp, focused and knowledgeable
Must invest in your team regularly to keep up with changes in the market, new staffing updates, etc.
Revamp training quarterly and sit with all partners in the Retail Network

17. Training Modules Financial Physician Training
Understanding Credit Scores
Understanding and Scrubbing a Credit Bureau
Auto Financing/Selling Beyond the Rate
1st Time Homebuyer & HELOC
Leadership Programs and Ongoing Training
How to Make Outreach Effective & Impactful
LinkedIn & Resume Building
Train your team so well they could leave, but love them so much they won’t want to

18. Records and Growth
Success came once we started living our mission daily
Loan Production:
,542,955
2015- $49,762,717
2016- $73,588,736
2017- $109,069,931
Ancillary Net Income:
2014- $204,483
2015- $363,812
2016- $655,929
2017- $1,436,658

19. Incentive & Compensation Plans
One of the first things we switched in 2015 were Incentive Plans
Profit sharing is key
Incentive only works if we are doing the right thing for each individual member
Uncapped incentive plans
Legitimate and SMART Goals

21. Setting Goals Focus on ALL areas of the business
Loans and Deposits
Ancillary
eStatements, Irish Card Shield, Direct Deposits
Don’t increase goals based off last year’s production numbers
Again… profit sharing & uncapping the incentive plans are key to success

26. Questions