Malori Schlosser

Members interact with financial institutions across multiple channels, and consistency is key. This panel brings together experts to discuss strategies for creating a seamless omnichannel experience that integrates in-person, phone, chat, email, and other customer-facing touchpoints. Panelists will highlight operational best practices, technology solutions, and training approaches that ensure members receive a consistent and efficient experience no matter how they reach you. Join this session to discover how to unify channels for higher engagement, satisfaction, and efficiency. Participants will walk away prepared to:

• Align processes and systems across all member touchpoints for consistency
• Implement technology that supports interactions
• Train staff to deliver consistent service and messaging across channels
• Use metrics to monitor and improve performance across each touchpoint
• Create a member journey that feels connected, intuitive, and personalized

As expectations for digital-first banking rise, banks and credit unions have the opportunity to eliminate barriers in the traditional customer onboarding process. In this session, Malori Schlosser, Vice President of Operations at Whatcom Educational Credit Union (WECU®), shares how her team reimagined onboarding by reducing documentation requirements and implementing smarter, streamlined verification methods. She will highlight the operational, technological, and risk-management considerations that make non-documentary onboarding both secure and member-centric. Join this presentation to discover how simplifying the first moments of the member journey can meaningfully boost satisfaction, speed, and growth. Audience members will leave this session prepared to:

• Modernize onboarding workflows to reduce unnecessary documentation and delays.
• Evaluate verification tools that maintain compliance while removing friction.
• Improve cross-functional alignment to support a smoother onboarding journey. · Design onboarding experiences that increase conversion and build early trust. · Track performance metrics that demonstrate the impact of reduced-friction onboarding.