Special Assistance: During this unprecedented time, Advisors Plus is offering assistance with questions you may have regarding payments strategy, contact center operations and member experience. Please ASK ADVISORS PLUS and your question will be routed to a consultant for advice. An FAQ page will soon be made available on the site from which all credit unions can benefit.
With 250+ years of combined financial services experience, Advisors Plus consultants have expansive knowledge of the credit union industry, and are proud to serve as thought leaders on topics of credit union importance. Explore case studies, perspectives and key insights from Advisors Plus now.
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Norman C. Patrick, Jr.
Advisors Plus Consulting
Norman C. Patrick, Jr. leads the overall Consulting practice at Advisors Plus, utilizing his 25+ years of expertise in the areas of payments and business strategy.
Drawing on his experience managing one of the largest debit card portfolios in the US, Norm originated the Advisors Plus Debit and Checking practice in 2007.
Today, by closely examining the profitability, functionality and positioning of a client’s debit card business, Norm helps credit unions optimize complex portfolio details to achieve their big picture goals of increasing profitability and enhancing member satisfaction.
Norm also builds on his background in project management to work with credit unions on business strategy engagements such as annual planning sessions and loan growth initiatives.
Before joining Advisors Plus, Norm was VP of National City Bank (now PNC Bank), where he held P & L and product development responsibilities for a portfolio of over 3.5 million consumer and small-business debit cards driving more than $250 million in annual revenue. Norm also has expertise in consumer loan operations through his management of project teams and loan servicing units at National City Bank and Chase Manhattan Bank (now JPMorgan Chase).
Norm holds a B.B.A. in Business with a concentration in Finance from Cleveland State University, where he also completed MBA-level coursework. He is a frequent speaker at industry events and board meetings, is often cited in the press and serves on the faculty of the CUES School of Payments.
Michelle H. Hillenbrand-Whale
Michelle H. Hillenbrand-Whale heads the Advisors Plus Marketing Services group. Michelle has national responsibility for working with credit unions to achieve their business growth goals and analyze and improve ROI. She and her team combine expertise and tools from sales, marketing, and media--both traditional and new--to help clients create targeted growth campaigns in such areas as credit/debit cards and checking.
Michelle’s 20+ years of experience give her the unique ability to craft the right campaign for the right client at the right time, not only in terms of strategy but by using innovative tactics and following through with insightful back-end analytics as well.
Prior to joining Advisors Plus, Michelle was AVP and Marketing Product Credit Card Manager at Bank One (now Chase), Director of Product Management and Creative Services for InCharge Institute of America, Inc., and VP of Credit Card Product Management and Relationship Management at SunTrust.
Michelle holds a B.A. in Communications with a specialization in Telecommunications from Kent State University.
Christopher D. Joy
Christopher D. Joy is a Principal Consultant with the Credit Card practice at Advisors Plus. Chris advises credit unions on issues involving portfolio growth, profitability enhancement, member reward programs, and the competitive and regulatory environments.
Chris has earned an industry-wide reputation for creating balanced, effective and credit union-centric credit card portfolio solutions for his clients. His 30+ years of experience in managing, growing and optimizing credit card portfolios provides unique insight when assisting clients in the highly competitive credit card marketplace.
Before joining Advisors Plus, Chris served as VP and Manager of Portfolio Profitability for National City Bank (now PNC Bank) and as a financial analyst with Bank One (now Chase). Both organizations were in the top 20 US credit card issuers by loan volume.
Chris holds a BBA in Business Administration from Ohio University. He is a frequent speaker at industry events and is often cited in credit union publications. Chris also serves on the faculty of the CUES School of Payments.
Frank A. Kovach
Frank A. Kovach is a Principal Consultant with the Contact Center and Operations practice at PSCU’s Advisors Plus. Frank engages with credit unions to identify cost savings and improve operational efficiencies through process change, increased employee engagement and deployment of technology.
Frank’s 30-year career in financial services includes extensive experience in back room operational departments and call centers. Frank focuses on driving improved execution through a solid understanding of key relevant metrics, critical components of employee engagement, logical process flows, and implementing incentive plans to enhance performance and sales.
Before joining Advisors Plus, Frank served as VP, Finance and Monetary Services for National City Card Services (now PNC Bank) where he was responsible for a budget of over $90 million and implemented strategies that led to $5 million in annual savings.
Frank holds a B.A. in Business Administration, with majors in Finance and Management, from Western Michigan University.