Prepared for

Chief Financial Officer

1. Please provide an overview of your current or most recent position. Include a

discussion on your areas of responsibility, reporting structure (including who
you report to and your direct reports), and key accomplishments.
As an acting member of the Onebanc Executive Management Team, my
responsibilities include oversight of our Retail Banking Division, Marketing, Business
Development, Community Reinvestment work and Community service. Since joining
the Onebanc team, my role has been to develop a customer-centered approach to our
day-to-day banking. This customer approach guides us in our product development,
strategic partnerships with our business and community partners, and in our customer
relationship management. With over 23 years in banking, my experience in
generating new revenue, hiring the right people, training and equipping them with the
tools they need have been instrumental, I believe, in helping Onebanc grow.
I and the teams that I manage have been very busy and highly productive. Together
we have rebuilt our website (www.onebanc.com), created new Consumer & Business
Checking products, enhanced our Credit Card line up, switched Merchant Services
providers, launched a new Online Banking solution for Business & Consumer
customers, created a new marketing campaign while building a Retail Sales Culture.
I am proud of our accomplishments in the 2 years that I have been with Onebanc.
2. What is your definition of customer service and how do you know when
exceptional customer service has been achieved?
The standard that I base great customer service by is the Wow factor. Seldom, do I
get to say Wow after a customer service experience but when I do it always puts a
smile to my face. I get a Wow almost every time I use Chic-Fil-A regardless of the
city I am in. The use of my pleasure and the quickness to which they respond to
their high traffic time periods is just mind blowing. They are paid I would gather
similarly to other fast food restaurants but what a dramatic difference. Just wow!

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

I have attended the Walt Disney Institute on World Class Service and was also
impressed by the level of detail that went behind every decision made to ensure that
the customer experience was above pale. While designing Walt Disney World, staff
would eat an ice cream cone and walk until they were finished with their ice cream
and that is where they would place a trash can. Wow. They went above and beyond
to ensure they receive high marks in customer satisfaction. I dont know about you
but I perhaps could get a little grumpy in 100 degree heat in a costume but not at Walt
Disney. Smiles everywhere!
And, of course Starbucks and Apple have reinvented the customer experience and
shown what a retail destination could look like for any business customers.
3. What has been your experience in developing and fostering a culture that
delivers unique service? What are some things you have done to separate the
service level of your organization from that of your competition?
To me it all starts with team and having the right people in the right positions to ensure
that the team is a high functioning one. I once read the book, Good to Great, and in
that book it just doesnt say having the right people is important but it says it is critical
to having those people in the right positions. I have seen great people not succeed
not because they werent talented they were simply in a position where their skill set
wasnt able to shine!
Once you have the right team then it is important to outline expectations for the
customer experience and get your teams ideas and then put it to paper. An important
but often overlooked step is to inspect what you expect. The call center at
Metropolitan National Bank was a division that reported up to me and I had a phone
in my office where I could listen to customer calls real time. Some might consider that
a bit big brother but my team knew that was a possibility and it was my responsibility
to ensure the best service possible. Today, I feel many people falter because they
simply arent inspecting what they are expecting. I want to hear a warm greeting from
my team. I want to hear my pleasure after waiting on someone. I want to get a wow
from customers about the service from the Onebanc team! And, we are a team! We
are only as good as our weakest link. Lets bring them along with us! Everything is
contagious really isnt it? Smiles are contagious. Bad moods are contagious. Anger
is contagious. So lets spread joy around!
4. Please expand on your analytical skills and your ability to analyze market
trends, conditions and opportunities.
I find studying different industries or market trends a necessity in our line of work. I
study all different types of banks or even non-banks that offer bank services. I have
flown to Portland, OR to research and to see in action how Umpqua bank delivers
their quirky unique service. I would say my thinking is more strategic in sorting through
the data and finding what works best for us. I frequently look at FDIC.gov to look at
market share and deposit growth or shrinkage by bank then by branch. I like to see

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

what branches are growing and what branches are stagnant for my competitors. We
need to also study hard the proliferation of groups like PayPal and Apple Pay that offer
great payment options for their customers. Banks are being hit from all directions and
we will have to stay abreast as to not be left behind.
5. How do you promote and gain buy-in from the leadership team AND
subordinates when you want to pursue your strategic vision?
One of my strengths is that I am truly intrigued by the unique qualities that make each
person different. I observe each persons style, their motivation, how they think, and
how they build relationships with people. I yearn to hear about those one of a kind
stories that makes us unique. I have had the gamete to from being home schooled
(10 kids total) to being born into this world on your parents couch. The insights that I
glean from my observations of people help me know how to praise and motivate
people. How to encourage them to do more than they think they can. I think I have a
great ability of bringing out the best in people. This individualization approach I believe
helps me build effective teams. And, that has shown to be true both at Metropolitan
National Bank and Onebanc. I have recruited 22 people for positions at Onebanc and
our total staff is 75. I wouldnt have been able to accomplish that unless people trusted
me, wanted to work hard for me, and knew that I had their best interests in mind.
And, because I build these loyal high functioning teams, I gain support from the
Leadership Team. When they see teams being happier and more productive, they
support the how that led us to achieve these high functioning teams!
6. What has been your experience in evaluating operational structures, staff and
processes? Expand on your successes in developing best practices.
I am not a fan of we have always done in this way, but have heard it often. However,
I also dont think it wise for someone new to go in without fulling observing and taking
note of what seems to be going well and where improvements can be made. How do
our practices impact our customers? When we develop a policy or a new procedure
it needs to be done with our customer in mind. Typically, policies and/or procedures
are born in operations but have better success of being implemented well when done
in partnership with the front line staff. We have to sell it to the customer so we need
to understand why we need the information. I have found that having a good
partnership between operations and front line management is critical for a seamless
execution of service. I was given advice a long time ago from a mentor of mine, Dont
let the tail wag the dog. And, because of an increase in regulations we have to be
sure we are doing things right but lets make sure we arent doing more than required
and our prudent in how things get rolled out to staff. Communication is always key!

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

7. What are you passionate about?

I am passionate about people. I am excited to find someone who is considered
mediocre by the organization and make them into a super star. How? By finding their
strengths and playing to those strengths. My son for example is a big picture thinker.
When he reads a story he gets the story in a high level kind of way but sometimes
misses those details that get asked on quizzes. He has learned a strength and
weakness about himself that will help him throughout life. (Will probably frustrate a
spouse at some point but he will be able to say I dont sweat the small stuff).
Whereas, I do sweat the small stuff and the big stuff. Why be second, when first feels
so much better. That is the reason that we keep score after all.
8. What behaviors are critical for someone working in a member facing
environment?
Having a job in front of members requires staff that is excited and passionate about
taking care of and educating the members on products and services. I love to interact
with people that are passionate about what they do because it is infectious. So,
whether I am purchasing a car or having my car serviced, I want to deal with someone
who likes what they do and wants to take care of my needs. If you arent a people
person, then the organization shouldnt put you in front of members where perhaps
the employee could fail or risk losing the customer.
9. How is leading a sales team different from leading a non-sales team?
I dont think they should be as far apart as they are. I have lead mostly sales teams
and sales teams have to be motivated, rewarded, acknowledged, etc. And, I truly
think non-sales teams need the same. But, often the person managing the non-sales
teams dont have the skill sets or doesnt see the need in praise. All teams regardless
need goals and accountability. All teams need to understand and acknowledge who
their customer is because we all have them (Internal or External). We need to get
feedback from our customers on how we are doing to meet their needs. At MNB and
now Onebanc, I have developed a Will you let me know survey. This survey gets
sent out monthly to new deposit and loan customers from the President asking for
their feedback. I think all departments should have the same because feedback is
healthy and helpful. I think that is one way of developing high performing teams and
they love to get those compliments from customers that they have taken care of and
they cared enough to send a nice note.
10. Tell me about a time when you Made a Difference in someones life? How
would you Make a Difference in your role as AFCU COO?
I could point to different times where I have coached someone or mentored someone
to achieve new career highs etc. But, I will speak of a time that defined me as a
person, leader, and parent. On December 23, 2005, I lost a teller during a bank
robbery. I was the first to arrive on the scene and I was told by officers that he would

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

not survive but that he would have to be taken to the hospital for a coroner to make
official. Never had I prepared myself for the next few days, weeks, months or even
years. I was the most senior manager at the branch at that time so I had to call the
boys father to let him know that he had been injured in a robbery and that he was
being taken to a local hospital where I told him I would meet him. When I arrived, the
Chaplin wanted to whisk me away to a private room and I said, No, his dad will be
here and I want him to see me first and then we will go together to the private room.
When he arrived, we knew one another immediately without having ever met. We
were whisked away to a private room, where only seconds passed, before two
surgeons with blood all of their white coats joined us to say that Jim had passed away.
His dad became immediately ill as you can only imagine hearing of your only son
passing away at the age of 25. Then I sat with him holding him while the police went
to pick up Jims mother. The thoughts going through my head sounded like I dont
want to be here when she gets here and this is private agony to be shared only by
family. But, I also didnt want to leave his dad alone. So, I sat and comforted him the
best that I could feeling this oppressive employer responsibility sitting on my chest.
Guilt, sorrow, and pain were all that could be felt.
As I left, the hospital that day, I traveled back to the branch where Charlie, my branch
manager, was still there and who had been there through the whole traumatic robbery.
I held him and we cried together. Charlie was forever changed by the events of that
day and he remains one of my favorite people. After, I left him; I traveled about an
hour to visit our teller hero of the day that had saved the day with her quick action of
just handing him money and more money to get him to leave. I sat with her and her
parents for hours as she talked through her feelings.
The next day was Christmas Eve and I went to Jims parents and sat with them
completely numb about what to say but wanting them to know how important it was
for me to be with them feeling their pain.
On Tuesday, we returned to work. And, I had to deliver a conference call to our 200+
retail team about what had happened and the steps that we were taking to ensure that
we would do everything in our power to keep everyone safe as best we could. We
installed magnetic door locks in all branches, employed off duty police officers in key
areas, and we provided counseling to those immediately impacted as well as those
who just needed an outlet. I remember my President & CEO at the time saying,
Debbie, we have got to reopen that branch. We have to get on that horse once we
are kicked off. I remember thinking Lunsford, this is a whole new experience for us
and we are shaken and devastated. But, we did open on Wednesday, with an off duty
police officer and me sitting at the front desk supporting Charlie who came to work
that day too. We held a candle light vigil for Jim, his family and in truth for me and all
of MNB. I hope I did make a difference to all impacted. I still send flowers to his family
and have gone to his grave side more than once. I have a silver bell on my desk that
will always serve as a reminder to me to do everything in my power to keep people
feeling safe and important.

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714

What I hoped I accomplished is for those involved to know that I was there for them.
For the parents of Jim Garison, that I will never forget and will always use his memory
to guide me forward in how I treat employees and how I work to create an environment
that keeps employees and customers safety top of mind. To the rest of the
employees, I hope they felt our compassion, our love and our support.
To answer, how I would Make a Difference in my role as AFCU COO, I would bring
incredible energy and passion to the role. Every year I create slogans for myself and
my team and one year was Make a Difference. I plan to work every day with one
goal in mind to make the job of Rodney Showmars easier. How do I plan to do that?
Well, I think if I create a high performing team that will make his job easier. I think if
the Retail team takes extraordinary care of members that will make his job easier. If
the Retail team can increase revenue while being mindful of expenses I think that will
make his job easier. If I do my job, he can focus more of his time doing his and that
is how I will make a difference as the COO of Arkansas Federal Credit Union.

Credit Union Resources, Inc. | 1001 West Loop South, Suite 216 | Houston, Texas 77027 | 832.200.8714