Someone who has never defined herself by her role or title, Roberts recognized her skill set during her nine years of working in higher education administration and student services, and realized it could be put to good use by revamping the new employee orientation program at her credit union. So, she didn't hesitate to ask her CEO to tackle the challenge. The result was a more comprehensive program designed to deliver the best possible experience to new employees as well as provide a deeper understanding to seasoned employees as well. She oversaw the program for two years, then turned it over to human resources when the department added new staff members. The orientation program has been successful in raising employee engagement, lowering turnover and retaining top talent.

"Women in particular need to have confidence in their abilities," she said. "We need to know what we do well and not be afraid to ask or step out of our comfort zone to do it. It's important to lead with actions and not necessarily words. A true leader is not always the loudest. They could sit back, absorb all the information to summarize everything presented, and then act on those ideas regardless of their position."

For Roberts, while the credit union learning curve was steep the first few months, she found coming from outside the industry to be beneficial rather than intimidating.

"Having a different perspective, I was never afraid to ask questions others may not ask," Roberts said. "In asking for clarification, it helped in translating and explaining, for example, ALM in layman terms. When it comes to implementing strategic initiatives, it's important to communicate not just what is happening but why it's happening with employees, members or other partners in the organization at all levels, not just at the executive or board level. People don't like surprises and they want to feel like they are a part of something."

That sense of inclusiveness and teamwork has been steeped into the culture at CFCU. The value recognition of engaged employees, committees and project teams often includes frontline staff, she said.

Read more: Roberts says everyone has a role to play in the credit union's success …

"We always try to have a teller, head teller or member service representative on each project team to get input and see from their perspective what's actually happening in the branches and with our members," she said. "The opportunity to be involved in developing programs or have a voice at the table for what's coming online makes everyone feel more connected to delivering on the strategic vision."

Roberts admitted to being someone who tends to err on the side of communicating and connecting the dots to help others see how their role at the credit union matters. To Roberts, there are no small roles – everyone has an important role to play in the credit union's success. Strategic meetings are held with team members in each department across the organization on a quarterly basis. She said nothing can beat investing in getting to know employees as people.

"People sometimes get stuck in their own bubble, and the most effective way to pop it is through greater communication to show how a process or a change will help them in the long run," Roberts said. "It's about really believing in what we're asking them to do."

While playing a principal role in the planning, development and execution of CFCU's critical business strategies, she's learned that any risk that has a good potential for return is one worth taking. The development of a community-giving policy and record-keeping system has enabled CFCU to become more strategic in its philanthropic approach. As a key liaison between CFCU and its community partners, Roberts has played an important role in developing the credit union's community involvement initiatives while growing employee participation to its highest levels. Through her efforts, CFCU has been able to assist community groups focused on the arts, education, health and human services, and development. The credit union's commitment to community has even resulted in several awards, including the New York State Credit Union Association's Doris Maxwell Social Responsibility Award.

Roberts said credit unions shouldn't be afraid to look internally and question how they can become more functional, increase efficiency and look at the big picture to discover what resources may be needed to improve and grow.

"How can we be the loudest voice in the room when consumers are making the decision on where to put their money or look for a loan?" she asked. "What can we be doing to convince them they should use a credit union instead of a bank? Keeping up with the pace of technology is an industry-wide challenge. Who knows what the next payment project is going to be? As we implement Apple Pay this year, what will be the next innovation? The status quo doesn't exist. We have to keep evolving along with our members' needs."

She also said credit unions must continue their involvement in state and national advocacy efforts to keep policymakers informed and aware of the benefits credit unions provide, and pay attention to how policies could affect their ability to help members and the communities they serve.