Cortney Arnold Email & Phone Number

Madison, Wisconsin Area

As the director of community development, I cultivate and sustain meaningful communities that drive brand loyalty and activation. Responsibilities include the management of The Cooperative Trust, a community of rising talent in credit unions. We provide education to community members through curated development opportunities, virtual and in-person programming, and peer idea-sharing.

I deliver Filene’s research and incubation outputs through events and Filene communities of i3 and the Cooperative Trust. My mission is to transform cooperative finance and advance consumer financial wellness.

Madison, Wisconsin

As an Impact Director, Cortney aims to prepare credit unions for the next generation, while remaining true to the “people helping people” philosophy. She thrives on making human connections to understand what drives people, and then helps guide them to take action using research-based solutions.

• Leads a team of 14 highly collaborative and autonomous team members • Communicates the department’s direction and vision and can successfully gain team member buy-in• Assists with bridging gaps in communication between departments which has resulted in effective and collaborative work relationships• Coaches and develops team members to create a high-quality Member service experience• Responsible for developing and facilitating monthly department meetings• Responsible for facilitating team training and team huddles as needed• Participates in quarterly brainstorming sessions with contact center leaders• Reviews monthly reports to determine trends in quality and service• Resource for contact center and other department supervisors and managers• Mentors new team members, managers and other guests through side-by-sides• Builds rapport with team members, branches, and other departments• Assists with Secure Message, chat, email, and social media quality assurance• Demonstrates a willingness to serve team members with various projects

• Responds to Member inquiries through secure message, email, telephone, and Live Chat• Provides assistance to Members experiencing issues with online products and services• Demonstrates sound judgment when resolving problems• Provides high quality Member Service when working with Members and team members• Created and actively maintains training guides for the eTeam and eServices Support teams• Effectively trains team members in Secure Message, Info@SchoolsFirstFCU.org, Live Chat, eServices Advanced skills, and eServices Support skills• Assists management by responding to escalated emails and Secure Messages• Demonstrates effective coaching when working with team members• Discovers inefficiencies and develops programs to improve processes• Collaborates with team members to improve writing and judgment making skills

Education record

Interactive, modern-day case studies that develop decision-making capabilities. Including, applicable skills and frameworks that will help.

Master Of Business Administration (M.B.A.), Organizational Leadership

Bachelor Of Arts (B.A.), Communication, General

Activities and Societies: First Amendment ScholarsEmphasis in Organizational Leadership

Associate Of Arts - Aa, General Studies

Emphasis in Communication Studies, National Honors Society