In this episode of the Believe in Banking podcast, Gina Bleedorn and Juliet D’Ambrosio welcome on Courtney Coss, Chief Retail Officer at the Credit Union of Texas (CUTX), for an insightful conversation on building culture and community through innovative, future-focused retail delivery. Drawing on her 25-year journey from teller to top leadership, Courtney shares how CUTX has transformed their branch network – from ITM-only drive-ups to community spaces and coffee shops to dog parks – all grounded in their core mission of people helping people. Their dynamic discussion explores CUTX’s bold branching strategy, commitment to underserved markets, focus on the future through youth engagement, and authentic approach to culture-building that fosters employee engagement and meaningful member connections. It’s a masterclass on leading with purpose and passion and how to evolve the branch for a new era.
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