Our speakers highlight the latest trends in payments technology, simplify the complexities of the regulatory environment, and offer ideas and tools to maximize your institution’s potential.

We bring value to your event by leaving your audience with information they can put to immediate use. From tips on fraud to navigating the media, our speakers put useful, timely information in their hands.




Telling your organization’s story has never been more important. Start with basic communication strategy, add some marketing flair and finish off with here-and-now social media. Engage with your consumers, stakeholders and your community. Our speakers offer a unique perspective, simple tips and tactics for moving your message forward. If you’re not telling your story, your competitors probably are.

Communicating during a crisis

You’ve just had a critical incident at your business. Reporters are waiting outside with cameras. Are you ready? There’s a way to make sure you won’t be searching for answers when you find yourself in this position. The 24-hour news cycle means local news organizations are hungrier than ever for fresh content and credible experts. This session will make the case that developing relationships with local media and saying “yes” when they call for your help will pay off for your reputation, your business and your bottom line.

Delivering your story with power and clarity

You have the opportunity to tell your institution’s story every day, yet unless you understand and consider the context, the filters through which others see the situation, and the unique experiences that different listeners bring to the conversation — opportunity is missed. Gain tips in how to really understand and engage in more permanent, meaningful outcomes.

Stop selling and start connecting

It’s not enough to be your community’s “hometown bank.” It’s more than telling a potential customer it’s “your people” who make the difference. They really don’t care how many years you’ve been in business. It’s time to focus on your story. Explore the ways digital media is changing the way we market to consumers, new ways customers are digesting information, and how you can differentiate your message by connecting with customers through storytelling instead of trying to sell to them.

Social media: Paid, owned, earned

Social media is increasingly being used for developing connections and advocacy efforts. Utilizing a mix of owned, earned and paid social media increases engagement, raises awareness of your brand, and ultimately improves your bottom line. It’s a balance of what you are saying, what others are saying about you, and what paid messages are placed. This session will provide insights for establishing a social media plan incorporating owned, earned and paid media.

Was my communication received?

Measure twice and cut once. Sound advice and it works in the communication world, too. Chances are you’re using multiple communication channels to tell your story. From web content, blogs and social media — how do you learn what’s successful, what isn’t and what should be improved? Review measurement techniques gain tips for improving reach and engagement for your financial institution and hear ways to use these metrics to justify your budget to leadership.


It seems there are always new tools to implement and systems to upgrade. To succeed, innovation is critical, compliance and caution even more so. To survive in this era of digital threat and to ensure the highest standard of compliance, you have to first be aware of the risks of changing, and the risks of not changing. This means equipping your team, changing procedures, and implementing controls to protect your institution.

Disputes and chargebacks — pain or profit?

Your institution will always see transactions disputed by the cardholder, but do you have time to navigate the complicated rules that decide who pays? Understanding the complexity that governs liability can take valuable time. How do disputes get resolved, leaving your institution whole? Learn best practices for disputes and chargebacks to take control of the situation.

So much Reg E, so little time

Regulation E outlines the rights, liabilities, and responsibilities of participants in electronic fund transfer systems, yet it can be complicated. We cut to the chase and outline best practices for reporting errors and steps for resolving unauthorized credit and debit card activity. Learn your responsibilities and how to protect your consumers and their electronic funds transfers.


The safety and security of your institution and customer information is under attack. Fortunately, you don’t have to defend yourself alone. SHAZAM’s team of security experts is unrivaled in its real-world experience, dealing with the issues that threaten your institution security every single day. Our expertise covers everything from the physical security of your facilities to the constant threat of cyberattack. Add new words to your vocabulary: Hacking, skimming and cloning, dark web and cybersecurity — all must be top-of-mind, all the time. Or, else.

Blocking and tackling: Rewriting your fraud playbook

What are the latest schemes, trends and tricks fraudsters are using to get your customer information? With ever-evolving tactics, it can be difficult to stay abreast of current trends. Learn the many ways criminals are gathering card information and what can be done to prevent fraud and card losses. Fraud detection systems, blocking transactions, transaction alerts and other important tools will be discussed. From chip cards to the increase in skimming attacks, we’ll discuss ways to keep fighting back.

Engineering a breach: How cyber criminals use your employees to gain access to your systems

Your employees are connected to the world outside your institution by personal and professional networks, social media accounts and other technologies. Those connections can benefit your business — and pose a huge threat. Attackers use these tools to manipulate their victims into divulging crucial, confidential information and it’s one of the main components in every cyberattack. These methods come under a variety of names: Phishing, smishing, vishing and more. We’ll study the anatomy of a cyberattack using real-life examples and provide ways to reduce risk.

Fraudsters toolbox: Targeting the elderly

The elderly are a top target for scam artists and financial crimes against this population are becoming more rampant in the age of social media. Find out the different ways fraudsters target these vulnerable citizens using spam and tech support scams, law enforcement and IRS scams, grandparent and romance scams, in addition to phone call scams. Learn how to recognize unusual account activity and use the provided tools to educate your elder cardholders. Select three topics to highlight in your program: Romance scam, law enforcement/IRS scam, Social Security scam, text spam scam, tech support scam, grandparent scam, secret shopper scam and Craigslist scam.

From theory to application: Keeping your institution secure

Stay in the know of common IT security findings and vulnerabilities impacting community financial institutions. We’ll provide a methodology for identifying new and current risks to help your institution minimize its risk profile, master remediation techniques and have continual cyber security awareness. This session will conclude with an interactive walk-through of how their methodology applies to the most common threat facing any organization — social engineering.

Robbery: Prepare, respond, recover

Nothing is more important than the safety of your employees and customers. By identifying procedures, response tactics and the recovery process, you can be better prepared should a situation arise. Learn about deterrence trends, surveillance best practices and law enforcement partnerships that help shape a robbery program at your institution.

Skimming, scammers and security

Across the country, skimmers and the cloned cards they produce are costing banks millions of dollars in fraudulent transactions, re-issued cards and damaged reputations. Understand how skimming happens and what to do when it does occur. We’ll share real world examples and short videos to demonstrate how skimmers work, how data is collected and how easy it is to clone a card from the collected data. Once a card is compromised, learn how to mitigate the risk and ways to fight back.


A lot of community financial institutions think it’s their people who make the difference. And they’re right! The issue facing most community financial institutions is finding and retaining the next generation of employees who will carry on that legacy of service and commitment to the customer. SHAZAM’s human resources experts take a strategic view of talent recruitment and retention. We help leaders identify and build a culture that reflects values and draws the attention of the best and brightest.

Developing a talent pipeline

Financial institutions across the country are struggling to recruit and retain talent. Are you looking for an established pipeline of entry-level candidates? What if we told you about a great way to find future employees and grow your own talent? It’s a recruiting tool that allows you to test-drive the talent your organization needs, effectively manage your workflow, and help grow your business to accomplish future objectives. In this session participants will learn how to develop talent partnerships and create a program that mutually benefits their company and community.

Grooming your next set of leaders

Investing in your future leaders is critically important to the success of your organization. Companies that focus on leadership development are well-positioned to attract and retain top talent. Having leaders who are willing and able to foster a positive culture will provide a positive impact for your financial institution — increasing agility and adaptability. Gain insights for developing a program at your institution, building leadership depth and resulting in a higher performing organization.

How “smart” are your emotions?

How often have you been told to check your emotions at the door? There’s a growing field of research on the value and importance of emotional intelligence — an individual’s ability to use information to guide thinking and behavior to adapt to different environments or achieve one’s goals. Understanding and using emotions correctly can make you a better communicator and, ultimately, more effective in your job. Learn strategies to increase your emotional intelligence and use that knowledge for better decision-making. With a greater understanding of your emotions, you’ll experience positive impacts in both your professional and personal life.

Tough conversations in the workplace

Conflict is inevitable — in work and in life. Managers must address performance issues, and colleagues with competing priorities must figure out how to work together. These situations call for having tough conversations. Hear how to conduct tough conversations, build communication skills and enhance relationships — leading to better business performance. Identify underlying differences in work styles, goals and power dynamics to change the way you view conflict. As a bonus, receive practical tools to help you prepare for your next difficult conversation and make sure you choose words that won’t alienate the other person.


Technology is always changing, while at the same time the payments landscape is evolving, posing challenges for most banks and credit unions. Leverage SHAZAM’s reputation as a recognized leader in the U.S. payments system to show you how to drive your payments program to profitability. As the payments landscape changes, we’ll help you capitalize on the trends, understand the technology supporting this movement, and explain the challenges driving the industry forward.

Building bridges with artificial intelligence

How artificial intelligence provides opportunities for community institutions and financial technology service providers to partner using richer data and enhanced computing power in pursuit of a leading-edge consumer experience.

Can my ‘fridge pay the bills' and other questions in the internet of things

Talking speakers, smart appliances, connected cars, wearable devices and other technologies are moving our physical world to computer-based systems that store information and increase efficiencies. The “Internet of Things” is a giant network of connected devices that have an IP address and share information between people and things. Experts estimate that there will be 20 billion connected devices by 2020. Yet, what does it mean for safekeeping of the collected data? With the growing trend to develop devices that store personal and business information, data security is a priority.

Emerging trends in payments

Evolving and emerging payments mean the competitive landscape is shifting and businesses of all sizes need to stay informed about these changes. To remain relevant and competitive, you need to understand today’s payment trends and how to monitor your debit card portfolio profitability. Explore the benefits of new debit programs and technologies, the challenges they present and how increased options on payment networks could mean higher profitability for your institution.

Five questions to evaluate your payment program

Based on information from the Average Debit Card Interchange Fee by Payment Card Network, the annual survey conducted by the Federal Reserve, it may be time to review and evaluate your card payment program. The payments landscape is changing. Segmenting payments into signature and PIN buckets is, frankly, outdated. Understanding the difference between fixed rates and percentages helps determine how routing matters. These factors all add up to a program that can provide greater interchange for your institution. It’s time to shift your thinking and realize better results.

New technologies: The future of payments

Evolving and emerging technologies like chip, P2P and voice payments are changing the payments landscape and businesses of all sizes need to stay informed. To remain relevant and competitive, you need to understand today’s payment trends and consider how to meet the demands of modern commerce. Explore the benefits of new technologies, the challenges they present, and how increased options on payment networks could mean higher profitability for your institution.

Payments 101

The payments landscape continues to evolve, yet the basic understanding of how payments work is often overlooked. You shouldn’t be paying for your debit card program — it should be paying you. To take advantage of non-interest income community financial institutions must evaluate their payments program to receive the best interchange income. Learning how merchants influence interchange rates, opportunities for single and dual message, and the importance of gross and net interchange are just the first steps in developing your best payments program.

Remote commerce: What’s your digital strategy?

New technologies that continue to grow worldwide, remove the need for physical terminals. Mobile commerce, electronic funds transfer, internet marketing, online transaction processing and electronic data interchange are just a few of the ways funds are moved from one to another. We’ll review past technologies and the role security plays to ensure a payment ecosystem of excellence.

Shaping the payments system: Your role in creating a level playing field

Most laws regulating payments were implemented when the checks were the primary mechanism for moving money in the United States. The world has changed, and life’s increased pace means new standards are needed to ensure competition and choice remain. Allow your voice to be heard when speaking about a payments system that’s critical to you and your customers. Explore three areas essential to the future of a competitive payments system and ways to advocate at the state and federal levels.

Standards in payments

Payments technology is evolving quickly, but who’s owns the technology and controls the way you pay? How is that changing the competitive landscape of payments in the United States? The rise of proprietary technology in payments is steering the marketplace, discouraging competition and quashing innovation. What needs to change to ensure competition and innovation flourish as technology evolves? The answer: Standards in payments.

The weaponization of technology: Why your payments program is at risk

Payments technology is quickly evolving, but who’s controlling the latest changes to the way you pay, and how is that changing the competitive landscape of payments in the United States? Proprietary technology is eroding the highly competitive marketplace and discouraging new and innovative solutions. Learn what needs to change to ensure competition and innovation flourish as technology evolves.

Value of a second network

Since the implementation of Regulation II — sometimes known as the Durbin Amendment — in 2012, the value of the second network is important to community financial institutions. Why? For three reasons: 1) Levels the playing field, 2) Drives the use of standards for mobility, security and interoperability, and 3) Requires partners and vendors to allow you to do business with who you want. Find out how to evaluate a second network and why this decision is critical to your institution’s payment program.

What do you mean faster? How Faster Payments will impact your strategy

Faster payments. What does it mean? There’s much discussion and news about building a faster payments system, but how will it work for your institution? Gain greater understanding of the current payments landscape and the challenges and opportunities that exist for stakeholders. We’ll look at the practical application of faster payments in lives of our consumers and address the technologies needed and risks to consider as we race toward the future of faster payments.



Includes media fundamentals, social media and practical exercises



Includes our cybersecurity, robbery and media relations experts



Mike Burke
Senior Robbery and Crisis Management Consultant

Mike Burke brings three decades of law enforcement, retail loss prevention and training experience to your event. After a 20-year career, Mike was tapped to lead the first Homeland Security Training Center in Iowa. He went on to work with some of the largest retailers in the country to prevent theft loss before bringing his wealth of experience to SHAZAM’s community institutions. His timely and comprehensive presentations are an invaluable resource for organizations looking to tackle issues like card cloning, skimming fraud, robbery prevention and elder fraud.

Kevin Christensen
Senior Vice President, Market Intelligence and Data Analytics

Moving money faster is a popular topic and Kevin Christensen has helped SHAZAM take a leading role in shaping the future of faster payments. He’s spent more than 15 years in the payments industry — most recently working with the Federal Reserve and industry experts — to build a framework for faster payments. With this experience, and his role as a regulator, he provides powerful insights to maximize efficiency and profitability at your institution. Using his dry wit and charm, Kevin provides context and meaning to these potentially confusing and sometimes frustrating topics.

Jace Day
Executive Vice-President, Chief Client Operations Officer

Jace is a “tell-it-like-it-is” leader who understands and values a true partnership. Trust and honesty are vital to client relationships, yet a positive experience will put the icing on the cake. He delivers on SHAZAM’s commitment of being a trusted partner with community financial institutions. His experience of launching a financial technology startup and nurturing it to maturity brings invaluable perspective to his presentations and benefits your financial institution. You’ll gain a new perspective from his straightforward message covering the broad spectrum of issues facing today’s financial services organizations.

Patrick Dix
Vice President, Strategic Alliances

As a former news anchor, Patrick brings his story-telling approach to audiences on a variety of topics. From working with the media, to crisis communications, to the latest issues in the payments industry, Patrick provides commentary to help audiences understand complex topics and delivers easily digestible takeaways they can use at their institution. Patrick leads SHAZAM’s strategic partnerships with more than 70 industry organizations and trade associations, supporting their advocacy efforts and ensuring community financial institutions have a strong voice in the payments industry. 

Terry Dooley
Executive Vice President, Chief Information Officer

With more than 30 years of payment industry experience, Terry is an active participant in industry forums and publishes articles untangling the complexity of payment industry and explaining its challenges and impact on community financial institutions. He’s an active participant and has served as chairman of the Secure Remote Payment Council, Payments Processing Information Sharing Council, and currently serves as chair of the Debit Network Alliance. He was also a member of the Federal Reserve Secure Payments Steering Committee. Terry is a leading voice for standards and the ability for community financial institutions to have choice and flexibility with equal access to the payments system.

Ben Hayden
Risk Services Manager

Ben’s unique background, produces a speaker with one-of-a-kind insights. He’s been a law enforcement official and a bank security officer … and now he helps financial institutions across the country by leading the SHAZAM Secure team. Ben identifies the most critical areas of risk for your institution and allows you to walk away with practical advice and new perspectives in protecting your institution from physical and virtual risks. He helps financial institutions mitigate risks in information technology, cybersecurity, physical security and BSA compliance. Ben holds master’s degrees in computer engineering and information assurance, is a certified anti-money laundering specialist and member of the Association of Certified Anti-Money Laundering Specialists. He has additional certifications and extensive training in electronic investigations, digital forensics and active shooter response.

Dan Heimann
Head of Enterprise Brand Strategy

Tapping into his experience working with financial institutions, merchants, merchant processors and payments networks, Dan brings new understanding to the changing payments landscape. He has provided leadership to advance change and innovation in consumer banking and payments in many areas including debit, credit, prepaid, chip, ACH, mobile, P2P, P2B, e-commerce, tokenization and omnichannel payments. His detailed understanding of how payments work, and deep knowledge of the economic, competitive and regulatory landscape of U.S. and global payments help financial institution leaders make sound decisions.

Bruce Hopkins
Head of Enterprise Processing Strategy

As an accomplished executive in the banking industry, Bruce brings 30 years of experience leading payments, operations and technology teams at top financial services and technology firms to community financial institutions. His broad background across many aspects of the payments ecosystem uniquely positions him to create best-in-class processing services in an evolving environment.

Diana Kern, APP
Senior Trainer

If you’re new to the dynamic world of EFT services, Diana can help you navigate this ever-changing industry. She provides a detailed focus, explaining individual concepts and specifics. Her overall experience and designation as an Accredited ACH Professional helps her expertly comprehend a financial institution’s inner workings, apply her vast knowledge of the payments industry, and train payment participants on products and services, including ATMs, ATM cards, national-branded cards, ACH services and the related regulations that impact them.

Dan Kramer
Executive Vice President, Government and Community Affairs

Growing up in the Republic of Panama in the shadow of two dictatorships, Dan is passionate that every voice is heard in the political process. He knows navigating the complexity of the legislative process and the pitfalls of politics can be a daunting task Dan’s experience in the payments industry and ever-growing knowledge of the political landscape provides direction for honing your message and successfully advocating for your concerns. Dan works with issues at the local, state and federal levels and oversees community affairs with government agencies, nonprofit organizations and private companies to nurture the relationships necessary for enterprise growth and success.

Liz Little
Fraud Consultant

Liz knows the ins and outs of fraud and how fraud challenges community financial institutions. She engages with the audience using real-world examples to help you understand the tools at your disposal to mitigate fraud. She stays abreast of current threats by researching fraud trends in the EFT industry and utilizes her experience to provide fraud prevention tips and strategies to protect your institution. Liz is a member of the Midwest Financial Fraud Investigators and regularly works with law enforcement to help identify fraud schemes.

Manish Nathwani
Senior Vice President, Product Development

With his quick wit and engaging personality, Manish makes complex technical subjects understandable for all audiences. His international experience forms a solid foundation of understanding the history and future of the payments ecosystem. He’s an active member of the board of advisors of EMVCo and the U.S. Payments Forum representing the key interests of debit networks among current and emerging technologies, such as mobile payments and the internet of things. Manish is an HP Mission Critical Consultant and member of the Accredited Standards Committee X9 and the American National Standards Institute.

Jackie Rolow
Executive Vice President, Chief Talent Officer

Jackie’s infectious energy and engaging personality will inspire you to make your workplace a destination for the best talent in your industry. She has a gift for empowering employees to find their passion and creating a stronger and more effective working environment. Jackie brings expert HR perspective on strategic change, the constantly evolving legal and regulatory issues surrounding human resources, and effective goal setting to her high energy presentations.


Browse our offerings, select your topic, pick your speaker and schedule a keynote, general session, breakout session or workshop. Every speaking engagement is unique. Contact us to discuss rates and terms.

Want to request a speaker? Contact Patrick Dix, Vice President, Strategic Alliances.
Office phone: 800-537-5427, ext. 2901