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Engaging customers through branch transformation and the ATM channel

Branch transformation isn’t any one thing: It’s not universal bankers with digital gadgets; not sleek self-service devices capable of almost any teller function; not IT systems that make everything work like magic. It’s all of these things, all revolving around the customer. Learn how one bank developed a comprehensive transformation strategy and pulled it off beautifully.


Jay Bernstein | VP, Business Solutions Manager | First Midwest Bank

Jay Bernstein is the Vice President, Business Solutions Manager for First Midwest Bank. Jay serves as E-Commerce & Payment’s central resource for analysis, performance trending/reporting, and incubation of new and/or key initiatives for the group. This includes strategic management of consumer mobile and online banking, checks and check cashing services, in addition to credit, debit and ATM strategies. Prior to joining First Midwest Bank, Jay was the Manager of Financial Services for Walgreens where he was responsible for managing the implementation and ongoing support of financial services offerings across Walgreen’s network of 8,200+ stores.

Mindy Mercaldo | Managing Director | Citi

Mindy Mercaldo is a Managing Director responsible for Citibank’s Central Southeast region. A dedicated executive with nearly 30 years of retail and small business banking experience, including two decades in leadership positions, Mindy oversees the management of $20 billion in deposits and over 1,000 employees. Mindy leverages her deep retail bank expertise to facilitate human capital planning, team engagement, sales production, and the achievement of revenue goals. A Philadelphia native, Mindy earned an MBA in Finance at Temple University and a BA at Franklin & Marshall College.

Patricia O’Donnell | Senior Vice President | KeyBank

Pat O’Donnell is a Senior Vice President at Key Bank, leading the Client Solutions Development initiative within Enterprise Commercial Payments. Prior to joining Key, Pat served as Managing Director for J.P. Morgan, specializing in domestic and international payment solutions. Additionally, she held the position of Vice President of the Central US Region for Digital Equipment Corporation. She is the current Chair of the Electronic Funds Transfer Association. Leveraging her experience in the technology and financial services industries, she works to balance the needs for continued innovation, increased efficiencies and ubiquitous access in solutions brought to market.


Brad Nolan | EVP, Global Product & Marketing | Cardtronics

Brad Nolan is the EVP of Global Product & Marketing at Cardtronics. In this role, he is charged with leading the design and delivery of new technology solutions which enable financial institutions and retail brands to provide world-class financial access to their customers. Prior to this, Brad spent 20 years at JPMorgan Chase & Co., serving as Managing Director of Branch Systems & Innovation, where he led retail channel design and innovation for the organization. Brad is listed as co-designer on multiple patents focused on self-service kiosks and user interface design.

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