What does it mean to be a leader in banking and financial services today? At a time of major technological change, increased regulatory scrutiny, and a customer base with ever-evolving needs, concerns, and expectations from financial institutions, what can leaders of banks, credit unions, fintechs, and other financial companies do to inspire and guide their teams to build, deploy, and support the kind of products and services that will delight customers and help grow businesses?

We talked with Melissa Eggleston, Chief Deposit and Operations Officer with nbkc bank. Earlier this year, Eggleston won “Executive of the Year” in the 2026 Finovate awards. One of only two individual awards in the Finovate Awards competition, Executive of the Year is given to an individual who holds an executive-level position at a bank, financial institution, or fintech firm whose leadership has pushed their team to accomplish great things.

In our conversation, Eggleston discussed what makes nbkc bank a unique financial institution and her own role in building the bank into a nationally recognized firm and a major player in the Banking-as-a-Service space. She also discussed her approach to leadership as the first female executive on the nbkc leadership team and what she thinks the proper role of technology is when it comes to enhancing the customer experience.

“The biggest challenge—and opportunity—is earning lasting customer relationships when people and businesses have more choices than ever,” Eggleston explained. “Products and rates alone won’t set us apart. Customers can open accounts and move money almost anywhere. What keeps them is an experience that makes banking easier, earns their trust, and gives them a reason to stay.”

Headquartered in Kansas City, Missouri, nbkc bank is a technology-driven financial institution that serves consumers, homeowners, businesses, and fintechs throughout the US. nbkc bank’s flagship solutions include its Everything Account, a combined checking and savings experience designed to help customers earn more from their everyday banking activity. Everything Accounts feature compelling interest rates, no monthly maintenance fees or overdraft fees, and access to digital money management tools. Founded in 1999, nbkc today has assets of $1.2 billion and more than 3.5 million customers.

What does being named Executive of the Year mean to you, and what are you most proud of accomplishing with the team at nbkc?

Melissa Eggleston: I’m grateful to be named Executive of the Year, and I’m even more grateful to work alongside the team whose efforts made this recognition possible.  I see it as recognition of what our team has built together. Progress doesn’t happen because of one person. It takes people who challenge how things have always been done, hold themselves accountable, and stay focused on our customers. Having peers across banking and fintech recognize that work makes it especially meaningful.

I’m most proud of helping build nbkc into a nationally recognized digital bank with a strong Banking-as-a-Service business and consumer and business customers nationwide. We didn’t get here by chasing trends. We focused on making banking easier, building trusted partnerships, and investing in technology that helps us serve people better. Our 4.7-star customer rating reflects that commitment.

Just as meaningful is seeing teammates take on bigger roles, build confidence, and accomplish things they might not have imagined for themselves. Growth matters, but so does creating a place where people can thrive and make a lasting difference.

As the first woman on nbkc’s executive leadership team, I’m proud to have helped shape a culture that values innovation, inclusion, and accountability. I’m grateful for what we’ve built together and excited about what’s next.

What were the biggest strategic priorities you focused on over the past year, and what impact have they had on nbkc?

Eggleston: Over the past year, my focus has been on growing a more diverse, dependable deposit base, expanding Banking-as-a-Service responsibly, and making digital banking easier for our customers as we grow.

For deposits, we’ve focused on lasting relationships across consumer, small business, and fintech channels rather than balances that move with the highest rate. That approach has supported sustainable growth, stronger liquidity, a more resilient balance sheet, and consistent earnings and margins in a challenging rate environment.

In BaaS, our focus is on helping our partners make banking easier for their customers. We’ve continued investing in partner support and the operational and risk management foundation to deliver a dependable experience as we grow. Our continued investments in payments and banking capabilities help us support our partners and make everyday banking easier for the 3.6 million end users we serve nationwide.

We also see digital banking as our customers’ primary branch. Improvements to onboarding, account funding, engagement tools, and digital service have made banking simpler while helping customers use nbkc as their primary bank. Those investments have strengthened engagement and supported long-term profitability.

Together, these priorities have diversified our funding and revenue, strengthened customer loyalty, and positioned nbkc for sustainable growth in both traditional and embedded banking.

How would you describe your approach to leadership, particularly in an industry undergoing so much technological change?

Eggleston: My approach starts with staying curious, listening, and questioning how we’ve always done things. Banking is changing quickly, and I don’t assume I have all the answers. I ask questions and stay open to a different perspective.

Good ideas can come from anywhere. My role is to create space for people to share ideas, solve problems together, and try new approaches responsibly, with the confidence to put them into practice.

Technology is a tool, not the goal. It should make banking easier for customers, help our teammates work more efficiently, or open up opportunities for growth. That’s how I think about where we invest. Our in-house development capabilities give us the ability to execute on those ideas and shape what banking can do for our customers.

I’m also comfortable trying something without knowing exactly how it will turn out. Not every idea will work. What matters is testing thoughtfully, measuring results, and being willing to move on when something isn’t delivering value.

I encourage our teams to look beyond banking, too. Customers compare us with the best digital experiences they have anywhere, not just other banks. Paying attention to emerging technology, fintech, and companies outside our industry helps us understand those expectations and keep improving.

What do you see as the biggest opportunity or challenge facing banks over the next few years, and how is nbkc preparing for it?

Eggleston: The biggest challenge—and opportunity—is earning lasting customer relationships when people and businesses have more choices than ever.

Products and rates alone won’t set us apart. Customers can open accounts and move money almost anywhere. What keeps them is an experience that makes banking easier, earns their trust, and gives them a reason to stay.

At nbkc, that starts with listening. Customer feedback helps us decide what to build, what to improve, and where to focus next. I’d rather hear directly from customers than assume we know what they need.

Personalization is another opportunity. Using data thoughtfully can help us anticipate needs and offer relevant solutions at the right time, without compromising trust.

We also have to work smarter as costs and complexity increase and margins remain under pressure. We’re using technology, automation, AI, and better processes to help our teams work more efficiently while maintaining strong service.

Our in-house technology and development capabilities give us more control over how we respond. We can build for our customers, teammates, and partners, move faster as needs change, and rely less on third-party providers.

The opportunity is to bring trust, technology, and customer focus together. That’s where we’re investing.

What’s next for you and nbkc? What are you most excited to work on over the coming year?

Eggleston: First, I’m looking forward to one of my favorite nbkc benefits: a sabbatical after ten years with the company. I’ll be spending time on vacation with my family—a chance to recharge and come back with fresh perspective.

There’s plenty to look forward to when I return.

We’re focused on expanding BaaS, deepening our Visa Direct sponsorship capabilities, growing deposits nationwide, and introducing new technology-driven solutions. Improving the customer experience and our digital capabilities remains central to that work.

I’m equally excited to keep investing in our people and giving them room to grow and lead. Developing our team is essential to what comes next.

Our move to a new headquarters is another milestone. It reflects how far we’ve come and where we’re headed as we grow nationally while keeping nbkc’s entrepreneurial culture.

I’m proud of the foundation I’ve helped build, and I believe we’re still in the early innings. Our people, customer relationships, technology, and willingness to think differently give us a strong starting point for what’s next.

Photo by Far Chinberdiev on Unsplash