SAN ANTONIO, Texas – Firstmark Credit Union is proud to announce Cynthia Crouch has been named its new chief experience officer, with current chief experience officer, Gregg Thorne, set to retire at the end of the year.
Crouch brings over 20 years of leadership in the financial services industry to Firstmark, most recently with Sound Credit Union ($3B, Tacoma, WA), where she’s served as vice president of payments and operations since June 2019. With a proven track record of success in leading enterprise-wide initiatives, driving growth, and enhancing member satisfaction, her extensive, high-level experience is a welcome addition to Firstmark’s executive team.
“I couldn’t be more excited to start this new chapter at Firstmark Credit Union and be a part of the San Antonio community,” said Crouch. “I am truly honored to carry on the legacy left by the credit union’s founding ten teachers, the success of the leadership team throughout the years, and to work alongside our dedicated Board and employees. Through a member-centric lens and trusted service, we will be committed to providing solutions that help those we serve to achieve financial wellness.”
Throughout her career, Crouch has specialized in various areas, including branch and contact center transformation, payment systems modernization, compliance, strategic partnerships, and is recognized as a team builder with a strong reputation for delivering results in highly regulated environments. Prior to her role at Sound Credit Union, she held several leadership positions, including director of call center operations at Qualstar Credit Union ($872M, Bothell, WA) and director of relationship services at Woodstone Credit Union (Federal Way, WA), overseeing branch and contact center operations.
“We are thrilled to add Cynthia to the fold as we continue to build upon the positive momentum Firstmark has generated over the past couple years,” said President and Chief Executive Officer Wendy Cleveland. “Cynthia brings a tremendous amount of call center and branch-level experience and delivered effective strategies that have benefited the organizations she’s worked for—we’re fortunate to have her. I also would like to thank Gregg Thorne for his dedicated service throughout his time at Firstmark and wish him well in his retirement.”
Firstmark looks forward to Crouch’s official start date, which is marked for next month on September 2.
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ABOUT Firstmark Credit Union
Firstmark Credit Union has a proud legacy deeply rooted in education. Founded by ten teachers in 1932 to serve their peers in the school districts, San Antonio Teachers Credit Union (SATCU), the first state-chartered credit union in San Antonio, operated from its original location at what we know today as Fox Tech High School. SATCU closed its first year with 40 members, $475 in assets, and $300 in loans divided between three borrowers. Today, Firstmark has grown their original $475 investment to over 92,000 members and over $1 billion in assets. As a financial cooperative owned by its members, Firstmark continues to chart a course that celebrates its roots in education, gives back to the communities it serves, and provides financial solutions to help meet the evolving needs of its members. Firstmark has been recognized by the San Antonio Business Journal as a Best Places to Work for the last five years, an achievement made possible by purpose-driven employees who serve one another and the members. For more information about Firstmark Credit Union, please visit firstmarkcu.org or contact (210) 442-0100.
