The NAFCU Journal September-October 2020 - 30

EXECUTIVE SPOTLIGHT

Tracie Wilcox
President & CEO
On Tap Credit Union

Q: What led you to the credit union

sector, and to On Tap Credit Union?

A: The credit union motto of "people

helping people" really spoke to me, and
it's been something I have dedicated
myself to for more than 30 years. I
spent 20 years at the Olympia Brewery Credit Union in Washington; that
was an experience of a lifetime. Then
in 2008 I became the vice president of
lending at what was then Coors Credit
Union under CEO Brian Resch. Brian
was a fantastic leader, very supportive
of the credit union movement and
the career goals of his employees. The
transition to Colorado from my native
Washington state was a leap of faith,
and the experience has truly been
a thrill.

Q: What's your leadership style? How
do you lead an engaged team?

A: When trying to answer this question,
I consider what my colleagues have
consistently said about me - that I am
an innovator with a creative flair for
bringing new ideas and original solutions to On Tap. They've said that
I think outside the box to solve challenging problems, and demonstrate
tenacity to achieve challenging goals.
My personal motto is somewhere
between "Fail forward" and "Nothing
is impossible," and I lead by example,
with kindness and generosity.

30

Q: What has the COVID-19

Q: How do you prioritize diversity

A: This unprecedented challenge has

A: "People helping people" was designed
with inclusivity in mind, and at On Tap
Credit Union we prioritize people helping people - every touch, every time.
Crafting financial solutions for all and
disrupting the typical banking experience for members takes a team dedicated
to helping everyone achieve success. So
it's my priority to provide our team
with the tools and skills needed to fulfill
our mission and never stop investing in
them or in our communities.

pandemic revealed to you
about On Tap's strengths
and challenges?

shown me that our team is resilient!
Less than 48 hours after the crisis began,
more than 75 percent of our team of 65
full-time employees was working from
home. We swiftly identified the needs
of our members and took action by
crafting meaningful solutions. Perhaps
most of all, the integrity and compassion of our team really stood out to me.
I saw that they truly will move heaven
and earth to support one another and
our membership.

Q: What advice do you have for

and inclusion, both within your
credit union and in terms of the
communities you serve?

Q: In what ways (if any) do you think
2020 will forever alter the credit
union experience for members?

other executives trying to lead
their teams through this crisis?

A: I think it's important to provide

strong leadership through this challenge without losing sight of the fact
that all of your credit union's staff
and members are also facing personal
challenges related to the crisis. It's
incredibly important to listen and
connect with each department and
each community you serve - ongoing
internal and external communications
are essential. Lead in a way that doesn't
alienate others but instead brings the
power of the team together to achieve
the impossible.

A: Our members have continued to
value the brick-and-mortar banking
experience and the personalized customer service they've come to expect
from us, so I don't see any big changes
there. What 2020 has done is accentuate the value of being a member of
a credit union. In times of crisis, our
mission as an industry gets pushed forward. "People helping people" is what
everyone dedicated to this industry
does daily, and times like these really
seem to highlight those efforts, translating into deeper and new relationships
with members.

THE NAFCU JOURNAL  SEPTEMBER-OCTOBER 2020



The NAFCU Journal September-October 2020

Table of Contents for the Digital Edition of The NAFCU Journal September-October 2020

The NAFCU Journal September-October 2020 - Cover1
The NAFCU Journal September-October 2020 - Cover2
The NAFCU Journal September-October 2020 - 1
The NAFCU Journal September-October 2020 - 2
The NAFCU Journal September-October 2020 - 3
The NAFCU Journal September-October 2020 - 4
The NAFCU Journal September-October 2020 - 5
The NAFCU Journal September-October 2020 - 6
The NAFCU Journal September-October 2020 - 7
The NAFCU Journal September-October 2020 - 8
The NAFCU Journal September-October 2020 - 9
The NAFCU Journal September-October 2020 - 10
The NAFCU Journal September-October 2020 - 11
The NAFCU Journal September-October 2020 - 12
The NAFCU Journal September-October 2020 - 13
The NAFCU Journal September-October 2020 - 14
The NAFCU Journal September-October 2020 - 15
The NAFCU Journal September-October 2020 - 16
The NAFCU Journal September-October 2020 - 17
The NAFCU Journal September-October 2020 - 18
The NAFCU Journal September-October 2020 - 19
The NAFCU Journal September-October 2020 - 20
The NAFCU Journal September-October 2020 - 21
The NAFCU Journal September-October 2020 - 22
The NAFCU Journal September-October 2020 - 23
The NAFCU Journal September-October 2020 - 24
The NAFCU Journal September-October 2020 - 25
The NAFCU Journal September-October 2020 - 26
The NAFCU Journal September-October 2020 - 27
The NAFCU Journal September-October 2020 - 28
The NAFCU Journal September-October 2020 - 29
The NAFCU Journal September-October 2020 - 30
The NAFCU Journal September-October 2020 - 31
The NAFCU Journal September-October 2020 - 32
The NAFCU Journal September-October 2020 - 33
The NAFCU Journal September-October 2020 - 34
The NAFCU Journal September-October 2020 - 35
The NAFCU Journal September-October 2020 - 36
The NAFCU Journal September-October 2020 - 37
The NAFCU Journal September-October 2020 - 38
The NAFCU Journal September-October 2020 - 39
The NAFCU Journal September-October 2020 - 40
The NAFCU Journal September-October 2020 - Cover3
The NAFCU Journal September-October 2020 - Cover4
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