In what is a recurring feature, Finopotamus spotlights innovative women who are positively impacting technology applications in the credit union industry, and beyond. For this issue, we visited with Chris Kuchar, vice president of digital member experience at Rize Credit Union.
By W.B. King
Beginning her career as a proof operator at a small community bank in Aurora, Ill. in 1997, Chris Kuchar didn’t see herself as technologist, a senior executive, however, saw differently.
“My supervisor’s manager noticed how quickly I adapted to our systems as well as my strong performance metrics and recommended that I apply for the opening in our technology department,” she told Finopotamus.
“I never initially intended to pursue a career in technology. However, I found that I had a natural aptitude for understanding systems, requirements, and concepts,” she continued. “This ability, combined with my focus on process improvements, automating workflows, and maximizing the potential of solutions, made the transition to a tech role both natural and fulfilling.”
Around this time period, she explained, most technologists were required to obtain related certifications and possess what she called “hard skills.” While many hiring managers believed that this type of technical expertise would ensure secure, reliable systems, this approach didn’t always drive innovation and operational efficiency, she offered.
“There is a noticeable shift in what technology departments prioritize in their hiring practices. For me, while technical skills remain important, there is an emphasis on hiring individuals who also possess strong service skills,” she said.
In 2023, Kuchar became vice president of digital member experience at the $1.1 billion Irwindale, Calif.-based Rize Credit Union, which supports more than 70,000 members and eight branch locations. Prior to this post, she spent more than 20 years at the Naperville, Ill.-based Healthcare Associates Credit Union. While she had several roles there, including manager of information services, her last post was as the vice president of business technologies.
“The financial industry landscape has become more member/customer centric. The end goal is to deliver solutions that meet user needs and enhance the experience,” she noted. “As a result, professionals who can empathize with users, communicate effectively, and understand the broader business context make a technology team invaluable.”
Another noticeable change over the last 25-plus years is that technology projects require collaboration across multiple teams. “Individuals with service skills – such as problem-solving, teamwork, and adaptability – are better equipped to work in these cross-functional situations,” Kuchar added. “They can bridge the gap between technical and non-technical stakeholders, ensuring that projects align with organizational goals.”
Changing Biased Views
Recently, a consultant said to Kuchar: “I’m surprised at how much you know. I asked him, ‘Is that because of my role or because I am a woman?’ He answered, ‘Both!’” As surprised as she was with this exchange, she explained that a gender bias has existed in the industry for many years, although times are changing for the better.
“When I first began my career in technology, the presence of women in tech roles, particularly in fintech and credit unions, was significantly lower than it is today. I would witness this when attending conferences, training courses, and researching vendor partnerships,” she shared.
“Over the years, I have observed a notable increase in the number of women working in these fields. Having this added diversity brings unique perspectives for problem-solving, fosters innovation, and improves usability designs,” she noted. “However, there is still room for improvement and acceptance for women in technology.”
When Kuchar reflects on her role as a woman in technology, she is thankful to mentors and champions she met only the way, especially at the start of her career. She singled out David O’Brien, former executive vice president of information services at Old Second National Bank.
“Dave oversaw multiple areas of the bank including where I started in transaction processing and network administration, my first transfer into a technology role. Dave was always encouraging and had a remarkable ability to see the best in people,” she continued. “He recognized the potential in each team member and ensured there were opportunities for us to flourish. If he had not taken the time to notice our talents and inspire us to do more with them, I might not have pursued a career in financial services or technology.”
To pay this ethos forward, Kuchar strives to partner with her team and colleagues to encourage them to explore their strengths and provide opportunities to grow, she said, adding that the credit union has 185 employees, 10 of which are tech-facing.
“Realizing potential and fostering an environment of empowerment leads to success and another generation of professionals who will continue to inspire,” she told Finopotamus. “I look for internal talent as well as external candidates when filling a role – to create a well-rounded team and fill any gaps we may have, while also strengthening our team’s knowledge base.”
Understanding Today’s Digital Age
Among recent technology initiatives at Rize Credit Union was the roll out of a new online account opening platform. The “fintech-like solution,” she explained has transformed the way the credit union engages with prospective members.
“This is vital in today's digital age, where convenience and accessibility are paramount,” she said. “The intuitive and quick workflow has led to a more positive experience for our new members, reducing the time and effort required to open an account.”
Since launching the platform, the credit union has realized a notable increase in new account openings and automatic approvals, she noted. “The automation of the account opening process has significantly reduced the administrative burden on our staff, allowing our team to focus on more complex tasks and member interactions that require a personal touch.”
The platform, she added, also integrates advanced data validation and security features, ensuring the information provided by applicants is accurate and verified. “Implementing this technology was crucial in positioning us for success, both during our recent rebrand and for future growth,” Kuchar said. “As we continue to innovate and expand our digital services, the platform can adapt to meet evolving member needs and industry standards keeping us competitive and exceeding expectations.”
Throughout her career, she has always been excited by the prospect of educating herself and her peers—not just fixing broken systems or improving inefficient processes but teaching others to do the same regardless of technical background, she noted. “I encourage asking questions and going deeper to understand the ‘why’ behind actions, not just the ‘what’ and ‘how.’”
“What’s exciting now is the trend of upskilling the digital IQ of our workforce. Technology and data understanding should extend beyond engineers, programmers, analysts, and administrators, to include leaders and be integrated into onboarding and training programs,” she said. “This not only future-proofs an organization but also enhances productivity, innovation, decision-making, adaptability, and engagement.”
Collaboration and Information Sharing
What has always attracted Kuchar to the credit union movement is the industry’s willingness to share best practices, technological advancements and insights with colleagues, whether in-house, at conventions or through networking.
“Credit unions prioritize technologies that enhance the member experience and improve financial well-being. Credit unions can also develop specialized loan products or financial tools tailored to the unique needs of their members, supported by agile technology platforms,” she said. “The collaborative nature of the credit union industry extends to its relationships with technology vendors.”
This collaborative nature also carries over to the fintech relationships, she said. With the right, likeminded partner, credit unions can leverage the technological advancements and cutting-edge solutions fintechs offer to improve services to their members, she added.
“This helps credit unions stay ahead of the curve and meet the evolving expectations of tech-savvy members,” she continued. “These partnerships can lead to more user-friendly mobile apps, expanded digital banking features, and personalized financial products and offerings, all of which contribute to a better member experience.”
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