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October 30, 2023 / 2023 Lifetime Achievement & C-Suite Honorees

2023 C-SUITE Honoree Teresa Knox

Executive Vice President Chief Operating Officer American Eagle Financial Credit Union Size of organization: $2.5B in assets, 350 employees, 14 branches Education: MBA, Western New England University Click here to return to the honoree page
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Winner Category | Chief Operating Officer

Teresa Knox oversees several key areas of the credit union in her role as executive vice president/COO, including the branches, contact center, deposit and card services, process excellence, risk and facilities.

With these areas, Knox is continuously looking for ways to improve the member experience by ensuring that American Eagle offers the right products and services and is accessible to assist in-person, online (email and chat) or through a call or video interaction.

What have been your biggest professional accomplishments over the past year?

I took on two additional areas that aligned with the reorganization of the credit union under our new CEO. I expanded the risk team to ensure we were appropriately staffed in key areas, including regulatory and fraud.

Our process excellence department launched a companywide initiative to rally the entire workforce in making the credit union more efficient, training every employee on process improvement methodologies. We began a multi-year effort to implement video teller machines in all of our drive-thru branches, allowing our members to use the machine as an ATM, or talk to a live representative during expanded hours.

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In what ways are you involved in the community?

As a board member of the Credit Union Building Financial Independence Foundation, I am actively involved in providing financial education to our communities, particularly at local high schools. I recently participated in two financial reality fairs, where over 800 high school students learned about real-life financial choices.

On the job

Guiding business principle: Build the best team and provide growth opportunities for their success.

Best way to keep your competitive edge: Networking!

Best business decision: Working for a credit union! Credit unions were formed under the principle of ‘People Helping People’ – whether that is helping our members, employees or the communities we serve.

Worst business decision: Working for a company that did not align with my values.

Personal touch in your office: A framed picture of our mission: Help our members and communities achieve financial freedom.

Personal side:

City of residence: Longmeadow, Mass.

Favorite way to relax: Camping in the mountains

Hobbies: Being active outside — I like to hike, bike, ski, run or just take a walk

Last vacation: Winter vacation in Whistler-Blackcomb, Canada

Favorite movie: “Best in Show” – We spent several years showing our Portuguese Podengo Pequenos and the movie had a lot of similarities to real-life dog shows

Currently reading: “Where you’ll Find Me, Risk, Decisions and the Last Climb of Kate Matrosova,” by Ty Gagne

Favorite cause: SheJumps and Girls Inc.

Second choice career: Ski instructor in the Swiss Alps

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