Leaders in Lending

Supporting Small Businesses as a CDFI and MDI Jan 25, 2023

The banking industry is increasingly leveraging innovations in alternative data to underwrite loans for both consumers and small businesses. This can make a huge impact in communities that Minority Depository Institutions and Community Development Financial Institutions serve.In this episode, Michael Pugh, CEO of Carver Federal Savings Bank, discusses how to support small businesses better and serve communities by developing programs based on improved data analysis.Join us as Jeff and Michael discuss:

Roles of MDIs and CDFIs in helping communities grow businesses
The importance of capital access for underserved business owners
Understanding the voice and perspective of members who have difficulty accessing capital

Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Credit Unions Driving Racial Equity Jan 18, 2023

Credit Unions, at their core, have a strong commitment to service. But how do you scale the concept of serving your members to the broader community — even to the wider world of financial services? Our guest today believes that if you serve people passionately, you will ultimately move the entire industry forward toward more inclusivity and equity. In this episode, Renée Sattiewhite, President & CEO of the African American Credit Union Coalition, highlights her strategies for driving equity and bridging the racial wealth gap, addressing the housing and credit disparities, and ensuring access and fairness. Join us as Jeff and Renée discuss:

Background of the African American Credit Union Coalition and its goals
The scalability of service to your staff and members
How to address equity gaps in the traditional banking system
Overcoming bias through community representation

Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Rethinking Marketing & Incentives for Engagement Jan 11, 2023

Credit unions promise their members more than a traditional bank, but communicating and marketing your expertise is not always easy in a crowded market. In this episode, Karrie Drobnick, Chief Operati ng Officer at Verve, talks about growing and rebranding their credit union to spur robust growth. She also talks about creating a new personality of the company and then translating that into a better experience for members. Join us as Jeff and Karrie discuss:

Their use of a recognizable and relatable spokesperson
How incentives can drive both good and bad behavior for sales teams
Where the opportunities in blockchain are for lending and financial services

Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

A Fireside Chat with Upstart’s CEO, Dave Girouard Jan 04, 2023

Dave Girouard, Co-Founder & CEO at Upstart , believed that young people were "potential rich yet cash poor"—and that dynamic caused them to make poor financial decisions for themselves and the economy as a whole. There had to be a better way to provide people with affordable access to credit, on reasonable terms, when they needed it. Using AI and machine learning provided that new way forward. In this episode, Dave shares how the company came to be and how Upstart provides transformative access to credit for all. We discuss:

The problem statement for Upstart and the choice to venture into unsecured consumer loans
The application of AI in the credit process
The choice to partner with financial institutions
Adding value in auto, small business, and mortgage loan spaces

Safe Is Risky: How Banks Can Stay Innovative> Dec 29, 2022

Banks can no longer afford to play it safe when it comes to their digital capabilities. “Safe” is now risky. That’s why, in this episode, Tony Hejna, EVP, Con sumer Bank Chief Credit Officer at KeyBank, joins the show to share the secrets behind moving fast (without breaking things) and maintaining an edge in a highly regulated and increasingly competitive landscape. Join us as we discuss: - The 3 rules of job satisfaction - Why staying safe is risky - "The importance of a robust technology infrastructure" - The threat and opportunity with open banking

Lending Leaders: 2022 Trends and 2023 Predictions Dec 21, 2022

We’ve covered a wide range of topics that are propelling change in the lending space this year- from use of technology to policy recommendations to unexpected changes, our guests didn’t disappoint in the insights and predictions they shared. Despite a difficult macro environment, and among increasingly high interest rates, credit unions grew their memberships proving that lending responsibly and investing in communities drives demand. While collectively financial institutions made tremendous strides in expanding customer experience and leveraging technology, In our final episode of the year, our host, Jeff Keltner, will take a look back at our series highlights from 2022, and what some key takeaways mean for 2023. Join us as Jeff discuss:

The importance of leading with lending in difficult economic times
The potential of blockchain to improve product experiences despite the collapse of FTX
Recent AI-powered technologies
Inclusivity and access in AI

Strategic Community Investments By Credit Unions Dec 14, 2022

Many credit unions offer traditionally underserved members an advantage in not just banking, but financial planning. One crucial asset they can offer is financial education, providing not only a way to manage their money but also a way to achieve their financial goals.
In this episode, Charlotte Nemec, President and CEO of Canopy Credit Union, talks about what community means to a credit union, and how an investment in members helped to grow their lending portfolio.
Join us as Jeff and Charlotte discuss:
Technology fixes and staffing changes that can help expedite limited time marketing campaigns to bring more lenders in
The structure of a CUSO and what it meant to have 4 credit unions come together in one community
Leading a credit union with a ‘people first’ mindset
Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Seismic Shifts in the Indirect Lending Landscape Dec 07, 2022

The car industry has been hit by multiple disruptions in recent years due to the supply chain and the lack of inventory. But people still are buying cars, and they are certainly still applying for auto loans.
Adam Brice, SVP of Lending at EFCU Financial, shares his experience in the auto lending space- what the future may look like in auto lending, and also how AI plays into the future of common sense lending.
Join us as Jeff and Adam discuss:
The state of indirect financing in auto lending in the current auto sales and supply market
The use of Credit Union Service Organizations (CUSOs) to band together and compete against larger financial institutions
How AI lending fits in with a common sense approach
Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Expanding Digital Service to Members Nov 30, 2022

Delivering the best member service at credit unions was once totally dependent on face-to-face relationships, and while that is still important today, the digital transformation has upended what constitutes personalized service. The balance between a human high-touch level of service and digital ease is now table stakes in lending.
Cherly Purrington, Chief Lending Officer at ACFCU, shares her experience in building new digital systems that bring both high touch, security and ease of use to members.
Join us as Jeff and Cheryl discuss:
The model of ITMs (Interactive Teller Machines) in bringing high touch service to members, but also being digitally accessible from multiple locations
The elements that go into driving your institution through a digital transformation
How you find the right leadership staff to motivate and manage teams to deliver high quality of service in the digital space
Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Driving Loan Growth Digitally In Uncertain Times Nov 23, 2022

The lending environment in 2022 is vastly different than it was in 2019 – rising rates and inflation have made lending more expensive for consumers. However, leveraging AI and machine learning can help banks continue to serve their existing customers' borrowing needs as well as acquire new customers.
In this episode, Candace Caruso, SVP Chief retail Lending Officer at WSFS Bank, and Ed Walters, VP, Accounting Management at Upstart, discuss their partnership and how the Upstart Referral Network and bank-branded solutions have have helped WSFS expand their customer base safely in an uncertain economic landscape.
Join us as Ed and Candace discuss:
Expanding digital delivery channels for more efficient lending with better customer insights
How WSFS is leveraging AI for more accurate credit decisioning
WSFS’ strategy behind delivering a differentiated service to grow their loan portfolio in a competitive landscape
Leveraging the Upstart Referral Network and its bank-branded solutions to provide a seamless digital experience to both their existing and potential customers

Policy and Practice to Expand Access to Credit Nov 16, 2022

Technology is transforming the banking landscape, but it is cost prohibitive for smaller institutions and can leave out borrowers who need access to capital the most. Recognizing that credit funds opportunity, the movement for inclusive credit is growing thanks to the MoreThanFair initiative that believes technology and data science can make lending more inclusive, transparent and fair.
Our guests today have been at the forefront of the movement for more inclusive credit.
Nicole Elam, President and CEO of the National Bankers Association, and Nat Hoopes, VP, Head of Public Policy and Regulatory Affairs at Upstart, are both involved in the More Than Fair initiative. They discuss how leveraging technology partnerships to expand access to capital and credit is essential to opening up opportunities for lower income and minority communities.
Join us as Jeff, Nicole and Nat discuss:
Why automated lending and online banking are particularly challenging for Minority Deposit Institutions and how the National Bankers Association and Upstart can help
How policy changes can encourage fair lending and push reforms to include more data to determine who is creditworthy
If you can’t build it or buy it, then the only way to compete is to partner with Fintechs

Policy and Practice to Expand Greater Access to Credit Nov 16, 2022

Technology is transforming the banking landscape, but it is cost prohibitive for smaller institutions and can leave out borrowers who need access to capital the most. Recognizing that credit funds opportunity, the movement for inclusive credit is growing thanks to the More Than Fair initiative that believes technology and data science can make lending more inclusive, transparent and fair.
Our guests today have been at the forefront of the movement for more inclusive credit.
Nicole Elam, President and CEO National Bankers Association and Nat Hoopes, VP, Head of Public Policy and Regulatory Affairs at Upstart, are both involved in the More Than Fair initiative. They discuss how leveraging technology partnerships to expand access to capital and credit is essential to opening up opportunities for lower income and minority communities.
Join us as Jeff, Nicole and Nat discuss:
Why automated lending and online banking are particularly challenging for Minority Deposit Institutions and how the National Bankers Association and Upstart can help
How policy changes can encourage fair lending and push reforms to include more data to determine who is creditworthy
If you can’t build it or buy it, then the only way to compete is to partner with Fintechs.

How Specialization Can Win Credit Unions Members Nov 09, 2022

Credit unions can’t be everything to their members, so honing in on the products they specialize in and working with partners for the remaining products makes sense.
That is exactly what our guest today, Kayla Selhorst SVP Chief Operating Officer at CME Federal Credit Union, has accomplished — streamlining the lending operations at CME to approve more loans, with less staff. They did this by not only making their operation more efficient, but by putting the members' needs first.
Join us as Jeff and Kayla discuss:
Branches taking on more of a consultative role and what the new physical layout might look like (you will be able to get your coffee there too)
The real value of predictive lending when using transaction data history
Balancing AI and new technologies with a human touch to remain competitive and deliver customization to members
Want to learn more about how Upstart partners with credit unions? Check out this case study, mentioned in the episode.

Partnering with Fintechs for Member Growth Nov 02, 2022

Credit unions have a unique advantage helping members access the best possible products through a great member experience. Fintechs have a distinct advantage in cutting edge technology and working with traditional financial partners to level-up their digital experiences. But once a partnership is in place- what makes it work?
Our guest today, Jaynel Christensen, Chief Growth Officer at Commonwealth Credit Union, has spent her career increasing access to affordable credit for her members. Naturally, when fintechs entered the landscape to make lending more efficient, her team wanted in. As an earlier adopter of fintech partnerships, Jaynel shares her experience in finding the right partners for credit unions.
Join us as Jeff and Jaynel discuss:
The future of in-branch experience for members
Commonwealth’s productive history of Fintech partnerships
How fintech partnerships deliver the AI expertise to streamline efficiency
Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Cultivating Innovation as a Traditional Bank Oct 26, 2022

Innovation is not just about adoption of technology, it’s also a change in mindset. Especially for some traditional banks that have been operating for over a decade, this mindset shift in the lending space usually involves influencing multiple stakeholders at a financial institution: from credit, risk and regulatory sides of the business. So how do you influence the risk averse and push innovation, especially in today’s tough climate of mortgage lending?
Our guest today Leisa Kinnin, SVP Lending Product Manager at UMB Bank, together with her team helped to launch a downpayment assistance program that provides help to qualified borrowers who cannot meet the high upfront costs of purchasing a home. Leisa has spent her entire career in lending and knows this team effort requires institutional process change to meet the tech changes she sees in the industry.
Join us as Jeff and Leisa discuss:
How traditional banks can leverage fintechs for digital experiences
Influencing decisions without a seat at the top of the org chart
Serving underserved communities
Want to learn more about how Upstart partners with Banks? Check out this case study mentioned in the episode.

Bringing Consumer Tech Innovation to Commercial Oct 19, 2022

Innovations in fintech have significantly improved the consumer lending process, but the same hasn’t been true for the commercial banking industry. Lending time for middle market businesses can take up to 100 days,nd that lag time to accessing capital can slow a business down incredibly.
Fintech has invested less in optimizing the lending market for commercial businesses and Allan Rayson, Chief Innonvation Officer and Chief Technology Officer at Encore Bank, is determined to change that. Allan spent the majority of his career in commercial banking and recognizes the need to streamline the process for extending commercial credit.
Join us as Jeff and Allan discuss:
Where the inefficiencies are in commercial banking
Opportunities for smaller community banks to come together with Fintechs to make innovations in consumer lending more transferable to the commercial space
Focusing on data interchange, underwriting and negotiations to level-up middle market lending
Want to learn more about how Upstart partners with Banks? Check out this case study mentioned in the episode.

Driving an Amazon-Like Experience for Members Oct 12, 2022

When members do business at their credit union, their digital preferences aren’t just measured against other experiences in the financial services space — but by bigger retail and entertainment companies. So, credit unions need to keep pace with the technology and provide that ideal member experience.
Nicol Matthews, Chief Experi ence Officer, Carlolinas Telco Federal Credit Union, has done just that — upleveling th e digital experience of members as an extension of in-person service.
Join us as Jeff and Nicol discuss:
Putting yourself in the member’s seat to feel the pain points
What it takes to execute and elevate a comprehensive member experience
How to drive execution-mindedness at the credit union
The impact of AI in banking

Fair Lending and AI: A Conversation with Upstart’s Chief Compliance Officer, Annie Delgado Oct 05, 2022

Access to credit is the key to opportunity and upward mobility for millions of Americans, yet less than half of Americans have access to prime credit today. AI and machine learning are helping lenders identify creditworthy borrowers without increasing risk, but some have questions about how these new technologies apply to Fair Lending laws.
Annie Delgado, Chief Compliance Officer at Upstart , has been actively engaged in working with regulators on fair lending practices and shares how Upstart works to prevent bias in its AI algorithms.
Join us as Jeff and Annie discuss:
Policy implications of use of new technologies (like AI) in lending
How to interact with regulators in this new space of AI and lending
Why fair lending is a policy issue we need to be concerned about

Digital Assets and the Metaverse: How Credit Unions Can Deliver Value Sep 28, 2022

What is the value of digital assets and how are they used? It’s not an easy question to answer- and it’s not just about cryptocurrency either. Is it possible to leverage digital assets in the lending space?
Joe Keller, VP of Digital Assets at Visions FCU, details his experience in the metaverse and what digital assets can be of real value to both lenders and borrowers.
Join us as Eric and Joe discuss:
How do we assign and access the true value in the metaverse- using real estate as an example
Examples of digital assets where people interested in the space can get involved and learn more
Digital assets beyond cryptocurrency (Yes, we talk about NFTs)
Want to learn more about how Upstart partners with credit unions? Check out this case study mentioned in the episode.

Tapping into Underserved Homebuyers with Co-Ownership Sep 21, 2022

In the current economic environment, finding an affordable home has become out of reach for many potential buyers. What if a realistic option was to co-own a home or property- instead of pouring money into your landlord’s mortgage?
Underserved homebuyers and renters who can’t afford to buy a home on their own are now multiplying their buying power and making co-ownership a reality.
Eric Chebil Founder and CEO of Cher, does all this for clients, realtors and lenders looking to co-own a home.
Join us as Eric and Jeff discuss:
Co-ownership as a way to serve those just out of reach of home ownership in competitive housing markets like California
How lending and other agreements works in a co-ownership model
Activating more clients for lenders- risks and rewards

Blockchain Banking: Another Avenue for Lending Markets Sep 14, 2022

Is the future of everyday transactional banking going to be on the blockchain? Are we closer to bringing traditional currencies into and out of the crypto space for a wider range of banks and customers?
Sidney Powell shares his experience running and co-founding Maple Finance- a lending organization bringing capital markets on-chain.
Join us as Sidney and Jeff discuss:
Building an on-chain credit history and how grouping of funds can make lending more efficient and accessible
Application and value added services that can be provided on top of the blockchain to allow broader use
The real world adoption of crypto currency outside of the lending space, with examples from international payments and remittances.
Practical advice for people who want to get started in crypto

The Opportunity with AI Driven Lending: Paul Gu Sep 07, 2022

There’s a lot of buzz about the “artificial intelligence revolution” and the impact it’s going to have on businesses as we know it. As AI and machine learning emerge in the consumer lending space, the technology has proven to provide dramatic wins for both lenders and consumers.
This week we are running an older, listener favorite episode featuring Paul Gu, co-founder of Upstart.

Addressing Post-Pandemic Challenges Across Talent, Regulation and Customer Needs Aug 31, 2022

Banking has seen some drastic shifts since the global pandemic- from the competition to attract and retain new talent, to meeting the needs of customers facing increasing inflation and uncertainty in this precarious economic climate.
From his view over multiple institutions and as a public policy expert, our guest today, Ramon Looby, CEO of the Maryland Bankers Association gives us a nuanced look at the issues facing the banking industry.
Join us as we discuss:
Looby’s perspective as an industry advocate across community, national and multinational banks
Attracting and retaining talent in banking in an altered job market
The perception of so called “junk fees” for banking services
Putting financial literacy on the public policy agenda
Want to learn more about how Upstart partners with banks? Check out this case study mentioned in the episode.

Expanding Opportunity and Financial Freedom with MDIs and CDFIs Aug 24, 2022

In recent years there has been more reporting and recognition of the racial wealth gap- the large, and growing, gap in the percentage of family wealth in black households, as compared to white households.
Banks like Carver State have been operating within the mission to serve the African American community since 1927 and are now leveraging partners to maximize their reach and accessibility.
Our guest today, Robert James, Chief Executive Officer at Carver State Bank, gives our listeners a look at the unique service they provide and how they have been addressing the racial wealth gap in Georgia for several decades.
Join us as we discuss:
Carver State’s role as both a minority depository institution (MDI) and community development financial institution (CDFI)
Unlocking credit access and opportunity
Leveraging fintech partnerships to find the balance between high tech and high touch
How the National Bankers Association (NBA) ensures the needs of MDIs across the country are met
Want to learn more about how Upstart partners with banks? Check out this case study mentioned in the episode.

Creating a Mission-Led Credit Union Fostering Financial Wellness Aug 17, 2022

Credit unions are dedicated to not only serving their members’ financial needs, but to helping their members foster long-term, financial wellness.
Our guest today, Brian Vannoy, Chief Credit and Risk Officer at Allegacy Federal, describes Allegacy Credit Union’s unique approach to both direct and indirect auto lending as well as personal lending, and how they create opportunities to influence their members’ lives for the better.
Join us as we discuss:
Allegacy’s unique approach to both direct and indirect lending
The use of a network of point of sale relationships to offer better rates for members
Techniques to foster greater financial well-being for members
Creating a mission-led organization

Balancing Digital with Human Touchpoints to Excel in Consumer Lending Aug 10, 2022

Digital strategies are not just for deepening relationships with your customers. The digital experience is also a way to refine and improve processes while also building community and trust.
Today’s guests Mary Kate Loftus, Executive Vice President, Director of Digital Banking, and Tim Frederick, /EVP, Head of Mortgage Originations at M&T, know that digital touch doesn’t replace a human connection with a customer, but it can help define it.
Join us as we discuss:
The difference between digitization and going digital to leverage platforms and transform processes
Government-led innovation in the mortgage space
The role trust plays in capturing and keeping customers engaging digitally
The characteristics that separate the winners from the losers in the future of consumer lending

Boosting Results for Credit Unions with Holistic Digital Marketing Aug 03, 2022

Digital advertising is a given for any business in the world today, but how can credit unions connect the right products to their existing members and grow their member base?
By increasing and honing their digital engagement tactics.
Today’s guest Michael Hostetler, VP of Marketing at Crane Credit Union, shares how his credit union leverages data to thoughtfully market relevant products to members.
Join us as we discuss:
Using an entrepreneurial mindset to increase credit union member growth and engagement
Educating members about product offerings
Improving the new member and new loan onboarding process
Digital marketing strategies and channels that integrate the marketing and user experience

Winning the Battle for Member Loyalty Jul 27, 2022

In a market where the consumer is juggling multiple relationships with financial institutions, how can credit unions compete?
Consumers want to better understand their financial well-being, which means they need a holistic picture across multiple platforms. Drawing on data from a mix of daily digital habits can provide just that, while also driving loyalty.
Samantha Paxton, Chief Experience Officer at Co-op Financial Services, shares her experience in building these systems for credit unions and the indispensable value they serve for strong member relationships.
Join us as we discuss:
How to measure the strength of member relationships
Driving engagement with payments and money movement
How to help foster financial well-being by being friction-free and guiding members to achieve their long-term goals

Leveraging Data to Thoughtfully Position Products and Deepen Consumer Relationships Jul 20, 2022

Providing consumers with their credit score is table stakes in consumer banking. Now, banks and credit unions can take this a step further to assess where and when consumers are coming back, and how to ultimately use this information to grow their relationships more deeply and into new products.
Enter Array.
Today, Jacob Bouer, Director of Sales and Strategic Partnerships at Array, joins us to break down the concepts banks and credit unions need to know to get the most new credit technologies and their partnerships.
Join us as we discuss:
Providing consumers with a better experience surrounding their credit scores
How to measure the value fintech partnerships are delivering to end customers and members
How to thoughtfully position products and generate next best action capabilities

Understanding the People Behind the Numbers in Fair Banking Jul 13, 2022

Data is critical to lending institutions, but financial institutions must remember that there are people behind the numbers.
With a focus on fair lending practices, financial literacy and compliance - Britt Faircloth, SVP, Fair Banking Officer at Valley Bank, offers her insights on how financial institutions can partner with their compliance teams to offer the right products for their communities.
Join us as we discuss:
Using data to ensure products fit the needs of communities
How compliance and product can partner
Fair lending approaches applied to non-lending products
Corporate responsibility and environmental, social and governance (ESG)
The importance of financial education and literacy

Partnering to Diversify the Portfolio and Expand into New Products Jul 06, 2022

It’s a changing world. You can’t do business as usual and expect it to continue to work for your customers.
That’s why innovation around new market approaches are more important than ever, and that doesn’t happen by accident. It requires investment in new technology and the right team to understand and navigate it. David Houchen, Senior VP and CFO at First Federal Bank of Kansas City, explains that lenders can’t be offering the same things they did 15 years ago, and how partners open the door for new product offerings.
Join us as we discuss:
How FFBKC worked with Upstart to build their unsecured lending portfolio
Their focus on diversifying their loan asset mix
The decision to partner for personal loans

The Importance of Data Access and Reporting During Uncertain Economic Times Jun 29, 2022

The potential crisis has everyone concerned, but there is also opportunity at junctures like this in the market.
Perry Rahbar, Founder an d Chief Executive Officer of dv01, shares his insights on services that are most valuable during uncertain times. Additionally, Rahbar discusses how the mortgage crisis led him to found a unique FinTech data operation.
Join us as we discuss:
How dv01 was born out of the mortgage crisis
dv01’s position as a data hub integrating with originators, banks and investors
The economic outlook and how this will impact demand for credit
Opportunities in solar and auto loans

Understanding Trends in Consumer Behavior: The rise of BNPL, solar energy and crypto Jun 22, 2022

In the midst of rising rates, how are personalized loans and securitized loans poised to change or influence the lending landscape?
Anand Cavale, EVP of Unsecured lending at Guaranteed Rate, with his varied background in engineering, banking and credit cards, shares his thoughts on the emerging trends in consumer lending and gives us background info on when the changes started.
Join us as we discuss:
Rising rates on credit cards may create opportunities for personals loans
The move toward buy now, buy later and its implications
The opportunity and pitfalls of student lending
The shift towards solar energy and crypto

The Paradigm Shift in Payments: Modernization in Card Issuing and Processing Jun 15, 2022

How can lenders create a differentiated transaction experience for their borrowers with such a technically simple integration?
Randy Kern, Chief Technology Officer at Marqeta, discusses how they are disrupting the payments industry with transaction-based decisioning and buy-now-pay-later, and how lenders can work to optimize both internal processes as well as the borrower experience.
Join us as we discuss:
Building more visibility between borrowers and their finances
Moving the credit decision to the transaction level
The growing focus on risk products and capabilities
The evolution of BNPL
Fighting fraud while maintaining a best-in-class borrower experience

Where AI Meets Finance: Upstart Hosts ‘Boosted’ in San Francisco Jun 08, 2022

"We should remember to always look back at ourselves and realize the power of what we can do if we push the ball forward," said Dave Girouard, Upstart's Co-Founder and CEO at Upstart's inaugural event - boosted.
boosted was first in Upstart's annual conference to spur discussion around the future of AI and finance.
Jeff Keltner, Senior Vice President of Business Development at Upstart, gives an insider view on what took place at boosted, including the line-up of A-list speakers in the FinTech space.
Marc Benioff kicked off the 3 day event with a conversation about not just what business is doing for profit, but for changing the world for the better. Dave Girouard, Upstart’s CEO, discussed inclusive lending and how broader access to credit is key to unlocking the American dream for more borrowers.
Hear about these key moments and highlights from Boosted:
How many Americans are being left out of the credit system despite being creditworthy
Trends in the consumer lending space- including lending in emerging markets
Politics, the regulatory landscape and how that might impact financial institutions
The future applications of cryptocurrency
An inside view from Washington on emerging technologies like AI
Upstart will be posting more from this event, so keep an eye on Jeff and Upstart’s social media.
More information about Jeff and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/jeffkeltner/
Company Website: https://www.upstart.com/
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Building Systems Around Member Experiences to Retain Loyalty Jun 01, 2022

Member loyalty isn’t what it used to be.
Once upon a time, loyalty was the product of proximity, or due to a family or friend recommendation.
But loyalty has changed. It’s gone from loyalty to a provider, to loyalty to an experience.
On this episode of Leaders in Lending, we sit down with Rick Jarrar. Rick is the Chief Lending Officer at Kemba Financial Credit Union, and our conversation was all about:
How to gain and retain member loyalty
The evolution of the branch from transactional to advisory services
The surge in BNPL payments and its impact
The applications of cryptocurrency
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

AI Lending 201: The Evolution of AI and Machine Learning at Upstart May 25, 2022

When you’re applying AI from scratch, there are a few lessons to keep in mind. One that stands out is to ensure the machine learning solution is well suited to the problem.
Here’s the story of how we evolved our ML strategy at Upstart.
Hear about how to apply AI in the lending environment from Leaders in Lending host Jeff Keltner, Senior Vice President of Business Development at Upstart:
Challenges to overcome at the beginning stage of the ML journey
Why feature engineering and first-party data build on each other
The evolution of Upstart’s underwriting model
Shifting from manual to automatic identity verification
How to attain more interesting predictions and apply them in the credit industry
Mitigating risk with creativity
More information about Jeff and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/jeffkeltner/
Company Website: https://www.upstart.com/
Ep. 41 - Back to Basics: AI Lending 101 w/ Jeff Keltner: https://podcasts.apple.com/us/podcast/back-to-basics-ai-lending-101/id1561389602?i=1000548218905
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Building an Innovative and Member-Centric Credit Union with Fintech Partnerships May 18, 2022

Credit unions take pride in satisfying the needs of their members. However, many credit unions are overlooking a key way to bring more value to their members—partnering with fintechs.
Charles Krawitz, Senior Vice President, Chief Capital Markets Officer & Head of Commercial Lending at Alliant Credit Union, joins the show to talk about how fintechs enable credit unions to innovate product offerings and better align with the needs of members.
We discuss:
What it means to be an innovator in the credit union space
Building an organization that collaborates with fintechs
New product offering opportunities
Incubating innovative ideas with universities and educational institutions
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Tapping into the Unsecured Personal Lending and Auto Refinance Opportunities May 11, 2022

There are two lending spaces that tend to be underappreciated by many financial institutions: unsecured consumer lending and auto refinancing.
Jay Fee, Vice President of Consumer Banking at PenFed Credit Union, has considerable experience with both. He joins the show to discuss the mechanics of unsecured consumer lending and auto refinancing, and why financial institutions should make the most of these opportunities.
We discuss:
The history of the unsecured consumer lending and auto refi space
How lenders and fintechs can create symbiotic relationships
Why auto refi is an excellent untapped opportunity
How fintechs can help lenders seize the opportunity
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

A Macro View of the Big Trends in Banking in 2022 May 04, 2022

As the CEO & Co-Founder of Sandbox Banking, a company that connects financial institutions with fintechs, Ravi Balasubramanian has an excellent vantage point for all the innovation happening in the banking industry.
In this episode, he shares the big trends he sees, his advice for banks making strides into digitization and his bold prediction for the future of cryptocurrency.
We discuss:
How to gain the capacity for faster organizational decision making
The benefits of having different systems in Web3
Rising innovation in banking as a service
Common missteps in banking digitization
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Forging Fintech Partnerships to Digitally Scale and Create a Holistic View of Data Apr 27, 2022

More and more consumers are choosing to conduct their banking transactions online, and as such, financial institutions are adjusting their services to meet the digital moment.
The question becomes, how can smaller institutions create differentiated service offerings for their borrowers on a limited budget?
David Brand, Senior Vice President of Lending Operations at Sharonview Federal Credit Union believes fintech partnerships are crucial to helping smaller institutions, like community banks and credit unions, compete. He also foresees a future where in-branch associates help customers bridge the gap between the old and the new.
In this episode, he talks about the future of banking and the initiatives that Sharonview Federal Credit Union has launched to prepare for it.
We discuss:
The importance of educating customers on self-service capabilities
Applying automation and technology to back-end processes
Managing indirect and direct vehicle financing
Outsourcing financial services to partners
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

How Apple Bank Launched an Unsecured Consumer Lending with Upstart Apr 20, 2022

As a long-standing financial institution on the east coast, Apple Bank has weathered the many waves of innovation in the financial sector.
Now that they have rapid digital transformation on their hands, they’re focusing their energy on standing up a best-in-class consumer lending experience.
On this week’s episode, Gordon Levy, Senior Vice President of Risk and Analytics at Apple Bank, joins the show to talk about Apple Bank’s decision to partner with Upstart to launch and scale a successful unsecured consumer lending program.
You’ll learn about…
Why Apple Bank chose to partner with Upstart
The benefit of partnering with a third-party provider
How to get the stakeholders on board
Expanding lending capacity prudently
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Maintaining the Value Chain through Front- and Back-Office Operations Apr 15, 2022

The key to navigating the changing tides of customer preference and the digital transformation of the industry lies in understanding your value chain.
Understanding that makes finding the right partner easier, a third party who may be able to add value where it is needed along the chain.
Alex Balagour, EVP & Chief Information Officer at Citizens & Northern Bank, recommends that bankers not lose sight of that value chain because that knowledge can help you make bold choices that will propel your business forward.
Alex talks about the value chain and shares his thoughts on digital technology, customer experience, and the future of banking.
We discuss:
Offering fewer, more flexible banking products
Obstacles preventing a truly frictionless digital experience
Areas to invest in digital technology
The tremendous value of in-person customer interaction
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Cultivating Operations and Culture in a Digital-First Environment with Anna Counselman Apr 06, 2022

Anna Counselman views operations through the lens of the customer – that is, understanding the customers’ pain points and ensuring solutions make it onto the product and engineering roadmap.
It’s all about uncovering how to make your product or service better by rallying the relevant teams—product, engineering, and ML—around the single goal of empathizing with the user and solving their problems.
As the Co-founder and Head of People & Operations at Upstart, Anna Counselman knows this process intimately. She shares how Upstart approaches product development and navigates the new era of hybrid work.
We discuss:
Anna’s journey to Upstart
The importance of understanding the customer problem in creating cohesive product and operations teams
Innovative approaches to hybrid work
Key lessons learned from Google
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Fostering Innovation in Credit Cards, BNPL & Credit Management Mar 29, 2022

From credit cards to buy now pay later, Jerry O'Flanagan, EVP at First National Bank of Omaha, and his team are pushing the boundaries of what big banks traditionally offer their customers—and they’re overcoming the obstacles formed by legacy systems and processes to do it.
It’s all due to a willingness to go out on a limb and do something truly unique within the institution.
In this episode, we talk about Jerry’s philosophy on innovation and how he operationalizes it within the company. Plus, he shares his thoughts on some of the big trends in banking today.
We discuss:
Building and maintaining a team for a credit program
The impact of buy now pay later
Gaining inspiration for innovation from fintechs
The strategy behind standing up a national digital bank
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

A Fireside Chat with Upstart’s CEO, Dave Girouard Mar 22, 2022

Dave Girouard, Co-Founder & CEO at Upstart, believed that young people were "potential rich yet cash poor"—and that dynamic caused them to make poor financial decisions for themselves and the economy as a whole.
There had to be a better way to provide people with affordable access to credit, on reasonable terms, when they needed it.
Using AI and machine learning provided that new way forward.
In this episode, Dave shares how the company came to be and how Upstart provides transformative access to credit for all.
We discuss:
The problem statement for Upstart and the choice to venture into unsecured consumer loans
The application of AI in the credit process
The choice to partner with financial institutions
Adding value in auto, small business, and mortgage loan spaces
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

How to Approve More Borrowers & Lower the Cost of Lending with AI Mar 15, 2022

With the help of AI technology, the subjectivity with approving or denying borrowers for credit has been removed and replaced this with objective reasons that every person can work to improve if necessary.
In this episode, Margie Click, CEO & President at Agriculture Federal Credit Union, explains how lending has changed and how AI can help institutions lend more inclusively while minimizing risk.
We discuss:
The 4 Cs of lending & creditworthiness
Finding the right fintech partner
Seizing the opportunity in unsecured loans
The evolution of fraud
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

The Shift from Preventing Risk to Enabling Risk-Adjusted Rewards Mar 08, 2022

There’s a delicate balance between balancing risk and reward. Michael Reed, Chief Risk Officer at WSFS Bank, emphasizes how risk managers can partner with business owners to achieve “risk-adjusted rewards.”
In this episode, Reed explains how to bring risk teams and business owners together to achieve an informed decision. He also discusses the importance of end-to-end digital transformation to create an optimal customer experience and evaluating the right fintech partnerships to help achieve this goal.
We discuss:
The philosophy of providing risk-adjusted rewards rather than preventing risk
The symbiotic partnership between banks and fintechs
How the industry is doing at delivering frictionless customer experiences
The interplay between risk and automated digital experiences
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Unlocking Financial Freedom for All: Pioneering an Ecosystem of Connected Financial Solutions Mar 01, 2022

Consumers have been adopting fintech solutions at an increasing rate. In fact, according to a Harris Poll conducted in conjunction with Plaid, the number of US consumers using fintech grew by 30 points last year to 88 percent.
The advent of open banking has enabled the flow of data from financial institutions into the fintech ecosystem. However, it’s not a one way street—that data is also enabling banks to gain a more complete picture of consumers.
In this episode, Raja Chakravorti, Head of Financial Access at Plaid, explains how this multi-directional flow of consumer data is moving the financial industry towards a world of interoperable financial solutions.
We discuss:
- How Plaid is unlocking financial freedom for all
- The evolution of open finance and open banking
- How banks benefit from a multi-directional flow of financial data
- The shift from data as the advantage to using data to improve the customer/member experience
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

The Steady Adoption of AI & Machine Learning in Credit & Banking Feb 22, 2022

The more banks lend, the better they do and the broader their customer base becomes.
With AI & ML, banks can lend to a larger set of customers — those who are perceived as high risk — with a greater level of certainty that there won't be undue losses.
Despite this, many banks and regulators remain uneasy about the outcomes.
Tom Faughnan , EVP & Director of Consumer Lending at Associated Bank , is bullish on the potential of AI & ML. In this episode, he shares what needs to happen for regulators to give fintechs the green light.
We discuss:
- The opportunities and hurdles of AI & ML in credit decisioning
- How to find the right fintech partner in the space
- Aligning internal parties across business lines during the vendor management process
- Navigating the mortgage space as rates rise
To hear more from Leaders in Lending, check us out on Apple Podcasts , Spotify , or on our website .
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

From Cultural to Digital Transformation: Aligning Incentives and Exploring New Products Feb 15, 2022

For a long time, banks didn't fully understand the value fintechs provide.
As partnerships with fintechs have grown, banks are experiencing that value firsthand, and they've also discovered an economic model that is a win-win for both.
In this episode, Matt Deines, President & CEO at First Fed, shares how he vets potential partners and how he ensures that the economics are aligned so that everyone can benefit.
We discuss:
-Why digital transformation starts with mindset
-First Fed’s fintech partnership journey
-How to align financial incentives in a bank-fintech partnership
-Ways to better target customers across the credit spectrum
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Digital Transformation and the Community Reinvestment Act: Partnering with Fintechs to Serve LMI Communities Feb 08, 2022

The community reinvestment act (CRA) is a decades-old law requiring banks to meet the credit needs of their community, but with all the changes that have taken place in banking over the last 10 years, how can FIs can partner with fintechs to best serve their communities. ?
In this episode, Nathalia Artus, SVP, Director of Community Development and Reinvestment & CRA Officer at Atlantic Union Bank, discusses how her bank approaches CRA and how strategic partnerships will play a part in community development in the future.
We discuss:
- How the digital transformation affected the customers CRA serves
- Partnering with fintechs to extend credit to borrowers
- How each bank approaches CRA differently
- Ways to measure impact on the community and successfully track data
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

BNPL, eCommerce, and Crypto: Leading Trends Driving Consumer Preferences Feb 01, 2022

Customer needs are changing, and along with them, borrowing behaviors.
How does this impact consumer lending and banking?
Rich Longo, Investor and Growth Advisor at Nxtsoft, joins the show to share his insights into the trends that are reshaping the financial landscape.
We discuss:
- Where younger generations are getting financial advice
- How Buy Now Pay Later (BNPL) and eCommerce are changing the landscape
- Crypto initiatives poised to upend traditional practices
- How traditional institutions should adapt to these trends
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

How Blockchain, Crypto Assets, DeFi and NFTs are Transforming Financial Services Jan 25, 2022

In traditional finance, the system runs on a centralized infrastructure and the burden of trust falls on people. In decentralized finance (DeFi), the burden of trust falls on smart contracts and on code.
According to today’s guest, Ryan Berkun, Founder & CEO at Teller Finance, financial institutions are going to dive into DeFi in a big way over the next 12 months.
Do you need a primer on all things DeFi, crypto, and NFT? Listen in.
We discuss:
- How lending on the blockchain has evolved
- Lending challenges around identity and privacy
- The emergence of NFTs and DAOs
- How to gain an understanding through hands-on experience
Mentioned during the podcast:
- Chainlink
- Coinbase
- MetaMask
- Aave
- Arbitrum
- Polygon
- OpenSea
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Back to Basics: AI Lending 101 Jan 18, 2022

We've talked about AI a lot on this show, but we’ve never explained what it is exactly.
In this first part of a series of episodes explaining AI, we’re going back to the basics.
Host Jeff Keltner, Senior Vice President of Business Development at Upstart, explains the key components of AI, the use cases in lending environments, and some common challenges with machine learning and AI.
Topics covered:
- Four fundamental components of AI
- Use cases in lending
- Common challenges
- The hard work and dedication needed to get it right
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Safe is Risky: How Lenders Can Embrace Continuous Innovation Jan 11, 2022

Banks can no longer afford to play it safe when it comes to their digital capabilities.
“Safe” is now risky.
That’s why, in this episode, Tony Hejna, EVP, Consumer Bank Chief Credit Officer at KeyBank, joins the show to share the secrets behind moving fast (without breaking things) and maintaining an edge in a highly regulated and increasingly competitive landscape.
Join us as we discuss:
- The 3 rules of job satisfaction
- Why staying safe is risky
- "The importance of a robust technology infrastructure"
- The threat and opportunity with open banking
- "Predictions for the 2022 macroeconomic environment"
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Leveling the Playing Field: How Community Banks Can Use AI to Achieve Personalized and Socially-Responsible Lending Jan 05, 2022

Financial institutions, particularly community banks, are experiencing a paradigm shift in the architecture of banking.
While the idea of stitching together the banking experience has always been present, we’re finally seeing a truly connected ecosystem due in part to the technological acceleration that’s taken place in the past 3 to 5 years.
In this episode, Nitin Mhatre, CEO of Berkshire Bank, discusses the importance of combining automation with personalization and how community banks can go beyond the baseline expectations to facilitate more environmentally and socially-responsible lending.
We discuss:
- Combining digital and human touchpoints
- The importance of a connected front, middle and back-office
- Improving financial literacy
- How to measure environmental and social responsibility
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

2021 Wrap Up: The Top Bold Predictions in Lending & What’s Ahead in the New Year Dec 21, 2021

How we grow digitally and use aids such as AI to accelerate current processes have been hot topics in the finance space for a while. And through the conversations we’ve had on Leaders in Lending, we’ve gained some invaluable insights.
In this special recap episode, Jeff Keltner, Senior Vice President Business Development at Upstart, takes the time to discuss the show's biggest themes and some takeaways for the audience.
We discuss:
Recurring themes gathered from guests & digitization
The best career & consumer lending advice & bold predictions for the future
What to look forward to next year
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

How Alternative Credit Data is Driving Financial Inclusion w/ Greg Wright Dec 14, 2021

Only 82% of the US population can be scored using conventional credit scores. That unscorable 18% is overwhelmingly comprised of marginalized communities—and that extreme disparity is unacceptable in this day and age.
However, things are changing. Alternative data sources are opening the door for lenders to offer credit products to marginalized communities in ways that do not create more risk. Lenders have tools at their disposal to drive financial inclusion today—not to mention boost ROI.
In this episode, Greg Wright, EVP and Chief Product Officer at Experian, shares some of the approaches for broadening the scorable population while increasing lender accuracy.
We discuss:
- How new products are driving improvements in credit scorability
- The consumer permission model in credit data
- The regulatory landscape around credit data sources
- Better scoring models built with AI and ML
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

AI & Alternative Data: Having a Clear Idea of Your Ideal Customer w/ Jonathan Gagliano Dec 07, 2021

Connecting with new and existing customers for financial institutions has been a challenge to execute. But with so much opportunity, it’s something financial institutions can’t afford to miss out on.
We speak with Jonathan Gagliano, EVP, GM Financial Services at Merkle, Inc., about what he sees, what works, and what to look forward to in regards to customer service.
We discuss:
- The right tech investments to improve the FI customer experience
- Trends in messaging to the top-of-funnel-customer
- The strategic way to measure success
- Optimizing the customer experience journey
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Looking Towards the Future of Banking w/ Richard Hunt Nov 30, 2021

Banking is changing.
The industry is at a transformation point. Consumers by and large have shown that they are ready to conduct their banking online. And the events of the last year have only accelerated this trend.
In this re-run episode, Richard Hunt joins us to talk about what all the changes mean for the future of banking. Richard formerly worked for SIFMA, a securities industry trade association. Now, he is the President & CEO of Consumer Bankers Association (CBA), a trade association focused on the consumer side of banking.
Some topics that we covered:
- How trade associations, like CBA, support the banking industry
- What the future of banking looks like under the Biden Administration
- What banks are focusing on as they move to a more digital experience
- Upcoming priorities for the CBA
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Balancing Digital Touchpoints & Traditional Offerings w/ Nathanael Tarwasokono Nov 23, 2021

In the modern world, financial institutions are looking to strike a delicate balance between offering consumers easy transactional interactions online and offering more relational services by phone or in person.
The banks and credit unions that continue to adapt and to figure out how to add value in the way consumers want these days are the ones that will survive in the evolving landscape
Nathanael Tarwasokono, President & CEO at Firstmark Credit Union, joins the show to talk about the art of finding balance between what he calls the “bricks and clicks.”
We discuss:
- Why Firstmark is certifying in-branch staff as financial coaches
- New approaches to qualifications for consumer lending
- The strategy around being selective about the products you offer
- How financial institutions can combat buy now, pay later
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Delivering a Better Digital Experience to Earn Trust & Loyalty Nov 16, 2021

Building trust and loyalty in the digital age is an ongoing challenge many businesses face.
The question always comes down to: What investments should you be making to enable a digital experience that will leave your customers wanting more?
Jeff Keltner, Senior Vice President of Development at Upstart and the host of the show, shares his thoughts on what your financial institution needs to succeed in the modern world.
Jeff discusses:
- Three things a financial institution needs to offer their customers to earn loyalty
- Improving beyonddigital experiences that don’t meet expectations
- Three tips for enabling the digital experience
- The evolving value of the high-touch, person-to-person experience
Mentioned during the podcast:
- Episode 27 w/ Vince Passione from LendKey
- Episode 22 w/ Mark Pregmon from USAA
- Episode 7 w/ Jim Deitch from Teraverde Management Advisors
- Episode 3 w/ Robert Pirelli from TCF Bank
- Episode 2 w/ Cathy Myers from First Financial Bank
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

How Credit Union Leaders Are Navigating Digital Transformation Nov 09, 2021

As community-based institutions, credit unions are well positioned to truly understand the unique needs of their members.
With digital platforms and evolving technologies transforming the landscape, credit union leaders have an opportunity to capitalize on the digital wave to grow and better meet the needs of their members - any time and any place.
Yet, navigating this new terrain can be complicated.
In this episode, Jake Darabos, Chief Financial and Administration Officer, and Chuck Eads, Chief Lending Officer, both with Abound Credit Union, join the show to discuss the digital transformation and how to deepen member relationships.
Topics covered:
- Investing in analytics and data to improve conversion
- How to drive consumer loan portfolio growth and obtain new members
- Where consultative conversations fit into a digital world
- Strategy around entering into partnerships with fintechs
Adapted from the webinar “How Credit Union Leaders are Navigating Digital Transformation: Fireside Chat” presented by NAFCU.
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Digital Banking: Bringing a Human Touch to a Branchless Experience Nov 02, 2021

Digital-only banks face a particular challenge:
How do you create that human touch without having the physical human touch?
As a branchless entity, Axos Bank has been tackling this tricky problem for the last 20 years.
Anthony Capizzano, the institution’s SVP of Direct Consumer Lending, joins the show to share the different ways they maintain a high-quality, high-touch relationship with their consumer base.
We discuss:
- The importance of soft touch points in a digital landscape
- Employing product specialists rather than customer service reps
- How electric vehicles are disrupting auto lending
- Upgrading systems incrementally through smaller value-adds
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Driving Loan Demand Through Marketing Personalization Oct 26, 2021

Cash is up and loan demand is down.One way to navigate this challenge is by driving demand through personalized marketing.
Personalization is especially effective for credit unions. After all, as community-based organizations, they’re most effective when they are interacting with their communities at all times.
Chad Van Handel, Chief Lending Officer at Unison Credit Union, shares why personalization in marketing is so important.
We discuss:
- Transitioning from an agency to in-house marketing
- Community interaction at multiple touchpoints
- Using business lending as an income diversification strategy
- Near-term opportunities for credit unions to expand
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Product-Agnostic Lending: Focusing on What the Customer Needs Oct 19, 2021

The old paradigm in banking involved developing a product and turning to life-stage marketing to sell that product to customers.
But that paradigm is evolving. Financial Institutions are identifying customer needs and providing solutions regardless of what the product is, rather than hawking a product
In this episode, Ted Krus, Director o f Consumer and Indirect Lending at Flagstar Bank explains the strategy behind taking a product-agnostic approach to product development and customer interaction.
We discuss:
- Why a product-agnostic approach makes sense
- How data is a crucial piece for meeting customer needs
- Focusing on the end-to-end customer experience
- Managing risk and governance groups during the process
Resources mentioned during the podcast:
- “What’s a Digital Lending Ecosystem and Why Should Banks Care?” by Alex Johnson
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Transforming Processes to Improve the Retail Lending Customer Experience Oct 12, 2021

Around 15 years ago, non-bank financials had about 20% of the share of mortgage originations. Today, they have over 60% of the share.
Why? It’s because they are 100% focused on the quality of the experience.
That’s exactly what banks need to do to get back in the game.
Matt Cammarota, Head of Retail Lending at Liberty Bank in Connecticut, joins the show to discuss why process transformation, in an effort to improve the customer experience, is vital to success in retail lending.
We discuss:
- Strategies for navigating the decline in HELOC balances
- Building a culture that puts the consumer and the institution first
- Transforming the retail lending processes
- Making investments in technology to enable different processes
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Education Loans and Credit Unions: LendKeys’ Partnerships Approach Oct 05, 2021

Around the time of the Great Recession, there weren’t many lenders originating educational loans. Most of them had exited the business because of the volatility of the market.
This void opened up the perfect opportunity for credit unions to help consumers achieve their educational goals while lowering the average age of their membership at the same time.
Vince Passione, Chief Execut ive Officer and Founder at LendKey , joins the show to discuss how his company saw this emerging need in the market and how they work with credit unions to digitally originate and sell in-purchase loans for education among other verticals.
We discuss:
- Starting out in educational loan refinancing
- The trend towards unsecured loans for home improvement
- What’s coming in the auto finance space
- Working with regulators early and often
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Credit Union Advocacy: Key Areas of Focus to Improve Accessibility Sep 28, 2021

Credit Union National Association , or CUNA, represents 5,000 credit unions in the United States serving more than 120 million americans.
In partnership with a network of state credit union leagues and associations, CUNA advocates on behalf of its members and works to ensure that they are able to improve their members’ financial well-being and advance the communities they serve.
Ryan Donovan , Executive Vice President and Chief Advocacy Officer, joins the show to discuss CUNA’s four primary areas of advocacy.
We discuss:
- What CUNA does and what their mission is
- Emerging consumer lending trends in credit unions
- Using AI and ML to improve business strategies
- Advice for fintechs that want to partner with credit unions
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Modern Differentiators: Exceptional Experience & Relationship Management Sep 21, 2021

Throughout history, most financial institutions have viewed loans as commodity products. Pricing and distribution — the economics of the selling model — have been the primary differentiators when bringing loan products to market.
However, according to Richard Wada , Chief Lending Officer at Patelco Credit Union, there’s a huge opportunity to differentiate through exceptional experience, and more importantly, through strong relationship management throughout the borrower life cycle.
In this episode, he highlights why it’s such a powerful play.
We discuss:
- How solid relationship management can be a competitive advantage
- Promoting the financial health and well-being of members
- How referrals can drive deeper product engagement than traditional acquisition
- Having access to members versus self-directed engagement
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Entering a Digital World Through Partnerships Sep 14, 2021

It’s tough for smaller credit unions to compete in a digital transformation world. Most of the time, they just don’t have the IT budgets to play in that space.
But with the help of credit union service organizations, or CUSOs, and fintech partnerships, credit unions can close the gap in the digital divide.
In this episode, Drew Megrey, CEO of Ohio Teamsters Credit Union, shares how credit unions are adapting to a digital world.
We discuss:
- Why members prefer a personal touch
- How credit unions adapted to COVID
- Leaning on CUSOs for digitization
- Building effective partnerships for the future
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

How Credit Unions Can Prepare for a Successful Future Sep 08, 2021

No matter how many shiny advertisements fintechs put out, it would be a mistake to confuse them for omens marking the end of traditional financial institutions like credit unions.
Credit unions have been building something for generations no fintech can compete with them on: trust.
Fintechs won’t replace credit unions — but the successful ones from both camps will partner with one another.
That’s something today’s guest, Dan Berger, President & CEO at NAFCU (National Association of Federally-Insured Credit Unions), is willing to bet on. Over his many years of experience working with credit unions, he’s learned the obstacles facing many — and how they can overcome them.
In this episode, we discuss:
- The current regulatory landscape for credit unions
- Why fintechs can’t capture the trust credit unions have built
- How partnering with fintechs enable credit unions to expand capabilities
- Why focusing on member needs is paramount to building trust
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Fast, Easy, Simple: Improving Customer Experience in a Digital World Aug 31, 2021

When it comes to the future of banking, the best service may be no service at all. In other words, the best service may be self-service.
Mark Pregmon, GM of Consumer Lending Line of Business at USAA, joins the show today to share his thoughts on why building things digitally requires a different way of thinking and why making processes fast, easy, and simple is the key to customer satisfaction.
At USAA, Mark is responsible for credit underwriting, core servicing, and default management for consumer lending products. USAA has been serving military families since 1922. The company’s goal is to be the military community’s provider of choice for insurance, banking, and financial products.
We discuss:
- Maintaining focus on the quality of digital experiences
- Meeting customer needs in a digital environment
- Trends in consumer lending products
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

The Rise of Cloud Core Banking Systems Aug 24, 2021

In a digital world, legacy core banking systems just aren’t allowing banks to meet the demands of the modern customer. With the rise of digital banking, cloud core banking systems are entering the picture.
Tyler Craft, SVP, Head of VirtualBank & Fintech at First Horizon Bank, shares why his team decided to transition the VirtualBank brand to a cloud core system and how the lessons from that experiment are transferred across the larger First Horizon ecosystem.
Tyler heads VirtualBank, a digital-only division of First Horizon Bank. First Horizon Bank has been around since 1864 and its mission is to provide the best service to its customers, one opportunity at a time.
We discuss:
- The process of transitioning VirtualBank to cloud core
- Why VirtualBank remained a separate brand
- The thought process behind new products to VirtualBank
- Insight into a bank’s fintech strategy
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

The Modern Move Towards Experiential Banking w/ Jim Wechsler at WSFS Bank Aug 17, 2021

With the shift to digital, people are coming into retail branches less often — but for more important things. Because of this transition, banks are making the switch to experiential banking — less focused on routine transactions and more on becoming trusted financial advisors.
In this episode, Jim Wechsler, Chief Retail Lending Officer at WSFS Bank, shares how his bank has been transitioning to this new model and why he thinks a fintech partnership makes sense.
Jim has been in banking for over 10 years. His main focus has been on consumer lending, fintech partnerships, and corporate strategy. WSFS Bank is the largest and longest-standing community bank in the Greater Delaware Valley. Their motto: We Stand For Service.
We discuss:
- Why partnerships between banks and fintechs can benefit everyone
- Transforming retail banking into experiential banking
- The value of focusing on the customer experience
- Investing in back end processes for a delivery transformation
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

How Fintech Partnerships Can Propel Consumer Lending Aug 10, 2021

In modern banking, survival depends on meeting the needs of the modern consumer, whether that’s through digital transformation or through new products and services. But many banks don’t have the capabilities or the resources to manage that on their own. That’s where fintech partnerships can really help move the business forward.
In this episode, Barry Cooper, Chief Sales Officer at First Federal Bank of Kansas City, shares his insights into fintech partnerships and how they helped his company enter the unsecured consumer lending space.
Barry is an educator, innovator, marketer, and sales leader with a background in cybersecurity and technology before landing in banking. He oversees all lines of business and the go-to-market strategy in his current role. First Federal Bank of Kansas City was founded in 1934 and works primarily as a mortgage lender. It has 11 branches in the Greater Kansas City area.
We discuss:
- How the pandemic affected consumer lending offerings
- Implementation costs, process, and lending product strategy
- Gaining internal buy-in for fintech partnerships and partnership expectations
- How FFBKC originates loans digitally to acquire more borrowers
Link to Webinar Recording with resource materials https://info.upstart.com/ffbkc-webinar
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Economic Inclusion: Developing a DEI Strategy Aug 03, 2021

Banks and financial institutions play an integral role in the pursuit of true equality in America. By opening up new opportunities and increasing access to capital, they can build a more economically-inclusive world.
In this episode, Sui Lang Panoke, Sr. Vice President - Diversity, Equity, Inclusion at Zions Bank, shares why DEI needs to be deeply integrated into your business strategy to be successful and sustainable.
Sui Lang has over two decades of experience fighting for social, racial, and economic justice in the political arena. In her current role, she’s in charge of developing a comprehensive DEI strategy focused on economic inclusion. Zions Bank is one of the oldest financial institutions in the Intermountain West. Dedicated to supporting economic development in the communities it serves, the bank offers a range of financial services across Utah, Idaho, and Wyoming.
We discuss:
- Establishing trust within a community
- How DEI contributes to a high-performance organization
- Advocating for a set of values to build economic inclusion
- Advice for your DEI strategy
Check out these resources we mentioned during the podcast:
- Believe in People by Charles Koch and Brian Hooks
- Utah Compact on Racial Equity, Diversity, and Inclusion
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Unsecured Lending: How AI Can Broaden Your Product Portfolio Jul 27, 2021

Many mid-sized banks are struggling to find new asset classes and new opportunities to offer retail banking services. Unsecured lending has become a viable way for them to broaden their product portfolio on the credit side.
In this episode, Jim Matera, EVP/Chief Retail Banking Officer at Apple Bank, talks about how his firm got involved with unsecured lending and how technology is becoming the new driver of loyalty in banking.
Jim has been with Apple Bank for over 30 years. Currently, he is in charge of all aspects of retail banking customer delivery systems and services. Apple Bank is the second-largest state-chartered savings bank in New York with over $16 billion in assets. The bank offers a full range of retail banking services to individuals and businesses across the five boroughs of New York City, Long Island, Westchester, and Rockland Counties.
We discuss:
- Pursuing unsecured lending through fintech partnerships
- Opportunities for new lending products
- Loyalty in a digital age
- Leading with lending over depository products
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

The Evolution of Credit Unions in a Digital World Jul 20, 2021

Credit unions maintain a distinct advantage over larger banks. As a community-based institution, they are well positioned to truly understand the unique financial needs of their members.
Now, with the proliferation of digital technologies, credit unions can continue to meet the evolving needs of their members — even if they’ve moved across the country.
In this episode, Barry Roach, President & CEO at WPCCU, talks about how credit unions are pivoting to meet the challenges and opportunities of a digital world.
Topics covered:
- What makes credit unions unique
- Gaps driving new kinds of lending
- The value of loyalty and how to maintain it
- The importance of data in decision making
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Unlocking the New Lending Experience: The Innovations of Hybridized Banking Jul 13, 2021

Emerging leaders of the consumer lending industry all have a few things in common.
On this week’s episode, Upstart’s Senior VP of Business Development, Jeff Keltner talks about what he’s learned from nearly a decade of working in the consumer lending arena, where the industry is advancing, and his forecasts of who will rise to the top of the market.
What he talked about:
- Differences between the ] phases of fintech innovation
- Latest advancements in innovation and digital transformation
- Hybridization of fintech and traditional banking
OPTIONAL: Check out these resources we mentioned during the podcast:
- https://www.linkedin.com/in/jeffkeltner/
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.Listening on a desktop & can’t see the links? Just search for [Leaders in Lending] in your favorite podcast player.

Accelerating Auto Lending Through AI w/ Val Gui at Upstart Jul 06, 2021

Consumers are more comfortable buying online, even big ticket items like cars. A significant impediment to ecommerce in the auto industry is securing the loan and creating a frictionless digital experience.
In this episode, we interview Val Gui, Vice President of Automotive Lending at Upstart, about trends in the automotive lending space and get some insight on how he forecasts the future of the industry.
What we talked about:
- Increased awareness about automotive lending to financial institutions
- Consumer expectations for digital experiences
- Reshaping the ecommerce mentality in the auto lending space
- Trends for the next 3-5 years in auto lending
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Economic Recovery & Regulatory Changes in Lending w/ Rob Nichols at ABA Jun 29, 2021

Banks are the economic first responders during our current economic challenges. How do regulations support banks in their work to support Americans?
On this episode of Leaders in Lending, we had a fantastic conversation with Rob Nichols, President and CEO at American Bankers Association (ABA) about regulations, economic recovery, and the optimistic future of banking.
What we talked about:
- Potential policy and regulation changes
- The economic landscape in the near future
- ABA and their relationship with Fintechs
- Future trends in banking and lending
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

Rapid Changes in the Lending Landscape w/ Nat Hoopes Jun 22, 2021

The lending landscape is always evolving.
Recent changes in government administration, combined with the shifting dynamic of economics in response to the COVID-19 pandemic have accelerated this evolution.
Nat Hoopes, Vice President of Government Relations and Regulatory Affairs at Upstart shares his financial lending insight from DC, the changes underway, and the way banking is evolving to keep up with a rapid digital transformation.
Tune in to hear about:
- A sharp focus on the administration and regulatory changes in DC
- Expanding access to credit and lending inclusivity
- The ways COVID has accelerated the digital transformation roadmap for financial institutions
- How banks and credit unions can evaluate their economic mobility in the communities they operate in
- A policy expert’s career advice and perspective and predictions for the future of banking
OPTIONAL: Check out these resources we mentioned during the podcast:
- Nat Hoopes
- Upstart
Want more lending advice? Find us on Apple Podcasts, Spotify, and here.Listening on a desktop & can’t see the links? Just search for [Leaders in Lending] in your favorite podcast player.

Lending During a Global Pandemic: Customers Bank’s Road to Success w/ Sam Sidhu Jun 16, 2021

Customers Bank, with a revolutionary crossover between FinTech and traditional banking, is truly disrupting and innovating past the financial industry as we know it. One year later, we look back and ask, how did AI-enabled underwriting models perform in a time of uncertainty?
Sam Sidhu, Vice Chairman and Chief Operating Officer of Customers Bank joins us this week to discuss the bank’s enormous success, how they got there, and where they’re headed next.
What we talked about:
- Lending practices and consumer loan performance during the pandemic
- How AI credit decisioning models helped drive strategic growth
- Managing risk appropriately during the pandemic
- Leading with bravery during a period of societal and economic stress
Check out these resources we mentioned during the podcast:
- https://www.linkedin.com/in/ssidhu/
- https://www.customersbank.com/
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending in your favorite podcast player.

How to Serve Customers with Strategic Diversity w/ Nate Longfellow Jun 08, 2021

Changing company culture and implementing technology to better align with emerging digital preferences can be challenging but essential to staying ahead of the curve.
Nate Longfellow, Head of Digital, Product Strategy and Change Delivery - Home Lending at Wells Fargo, works with business partners and customers to provide them with the right capabilities to succeed. This involves implementing technology, new ways of conducting business, and strategic initiatives working in tandem to produce the best outcome.
Nate shares the challenges, strategies, and advice of his experience in four key aspects:
- Implementing change within a company using top-down goals
- Adjusting company behavior to be more accepting of failure
- When to partner, buy, or build internally
- Advice and predictions: empowering customers to self-direct
To hear more interviews like this one, subscribe to Leaders In Lending on Apple Podcasts, Spotify, or your preferred podcast platform.
Listening on a desktop & can’t see the links? Just search for Leaders In Lending n your favorite podcast player.Connect with Nate at https://www.linkedin.com/in/natelongfellow/.

Digital Innovation: Adapting and Partnering in a Brick & Mortar Industry w/ Gary Fan Jun 01, 2021

For a lot of smaller community banks and credit unions, the COVID-19 pandemic has created unique challenges as the world makes a hard left turn into a more digital focused landscape in every area, including banking.
Gary Fan, Executive Vice President and Chief Banking Officer at Gateway Community Bank, joins us to talk about the shift to digital and what it means for smaller financial institutions.
Key topics covered:
- Shifting to a more digitally enabled world
- Balancing traditional offerings with new and innovative products
- Why the COVID-19 pandemic forced Gateway to take a look at their digital offerings
- The need to adapt and be open to new possibilities, especially for small community banks
- Making sure that small financial institutions stick around long term
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Not Embracing Change is the Ultimate Risk for Banks w/ Matt Gallman May 25, 2021

Because of historically low interest rates, insane levels of liquidity within the banking system, and changing consumer needs, some banks need to find alternative ways to generate revenue. That means embracing change and bringing on new partners.
In this episode, we talk with Matt Gallman, VP, Enterprise Risk Officer at Drummond Community Bank, about why the riskiest strategy a bank can take is not changing at all.
Key Topics Covered:
- Entering the consumer lending space during the pandemic
- Advice for banks looking to partner with Fintechs
- Getting comfortable with originating unsecured personal loans
- Finding best-in-breed solutions through multiple partners
Mentioned during the podcast:
- The Calf-Path by Sam Foss
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Taking Advantage of Data to Give Customers a Choice w/ Jim Deitch May 18, 2021

Most banks are sitting on a goldmine of data that could be used expansively across different products and services to build a relationship with their customers for life.
Jim Deitch, Founder & CEO at Teraverde Management Advisors, joins us to talk about how banks are underutilizing one of the biggest strategic advantages they have.
What we talked about:
- The strategic advantage banks have in lending
- Why many don’t use the opportunity
- How banks can define the best way to innovate
- The transformational power of offering customers a choice
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

How Community Banks are Building a High-Touch Digital Experience w/ Dan Pogue May 11, 2021

Some clients want a 20 minute conversation with a trusted advisor. Some clients want to pick up their phone and get a loan in 5 minutes.
Banks that are able to meet both needs have a tremendous advantage over those who primarily provide one or the other.
In this episode of Leaders in Lending, our host talks with Dan Pogue, President of Commercial Retail and Small Business Sales at Midwest BankCentre, about the future of digital transformation in banking.
What they talked about:
- How to prepare employees for digital transformation.
- How to integrate new employees into a remote team.
- Effective communication tools for a hybrid environment.
- How Midwest BankCentre is integrating high touch with digital.
Find us on Apple Podcasts, Spotify, or our website.
Dan Pogue is the President of Commercial Retail and Small Business Sales at Midwest BankCentre. Formerly executive vice president-commercial banking, his focus has expanded from regional commercial lending and treasury management to include consumer/small business lending and sales as well as all retail branches.
Midwest BankCentre is a values based financial institution that influences and advances communities by empowering people, enabling businesses and energizing neighborhoods.

The Opportunity with AI Driven Lending w/ Paul Gu May 04, 2021

There’s a lot of buzz about the “artificial intelligence revolution” and the impact it’s going to have on businesses as we know it. As AI and machine learning emerge in the consumer lending space, the technology has proven to provide dramatic wins for both lenders and consumers.
So what are companies doing today to help them be competitive and innovative in the unsecured lendingspace?
On this episode of Leaders in Lending, we chat with our very own Paul Gu. Paul is the Co-Founder and Head of Product here at Upstart. Paul has a unique background, dropping out of the computer science program at Yale to start an online lending company. We talked all about:
- The role of AI and machine learning in lending
- Why unsecured loans are a good place to innovate
- The need to reduce friction and effort in the lending process
- How his organization made the shift from traditional lending to AI lending
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Disruption & Innovation of Banking Business Models w/ Marc Butterfield Apr 27, 2021

In a digital world, threats to banking business models often appear on the horizon. How can banks stay aware of trends in future technology that have the potential to become disruptive threats?
Marc Butterfield, Senior Vice President of Innovation and Disruption at First National Bank of Omaha, joins us to talk about the digital transformation and how his bank identifies threats and determines how to respond to them.
What we talked about:
- 3 areas of disruption in banking
- How model development and model governance are underappreciated
- What people get wrong about digital transformation
- The ways in which customer-facing roles are changing
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Consultative Conversations: Bringing Humanity Back to Banking w/ Robert Perrelli Apr 20, 2021

Let’s face it. For being an industry that hits people so close to home, the banking and lending industry isn’t one that’s known for its ability to build genuine connections with customers. Not a lot of people seem to have feel-good stories about how someone in the banking industry made their day.
But that can change.
In a world where more and more people are turning to digital banking products and services, it’s becoming more important than ever before to dial in the customer service. The personal human touch that really makes all the difference.
On this episode of Leaders in Lending, we sit down with Robert Perrelli. Rob is a Senior Vice President, and Head of Product and Consumer Lending at TCF Bank. Our conversation on this episode centered around, among other things:
- The importance of “consultative conversations.”
- How to shift your mindset from being “product centric” to “consumer centric”
- How a relentless focus customer service changes the branch employee interactions
- Getting buy in from bankers on digital products
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Digitizing for a More Relevant Banking Experience w/ Cathy Myers Apr 13, 2021

It’s not necessary to give up the fundamentals of banking in order to bring innovation to the industry. The two concepts are not mutually exclusive.
In this episode, we speak with Cathy Myers — Executive Vice President at First Financial Bank with 37 years of experience in the industry — about why we should view “digitization” as simply a modern extension of traditional banking practices.
What we talked about:
- Staying true to the fundamentals of banking while innovating
- Leveraging data to personalize offerings
- Integrating digital capabilities with a human advisor
- The changing nature of the in-branch experience
- Considerations when choosing innovative partners
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

Looking Towards the Future of Banking w/ Richard Hunt Mar 29, 2021

Banking is changing.
The industry is at a transformation point. Consumers by and large have shown that they are ready to conduct their banking online. And the events of the last year have only accelerated this trend.
In this inaugural episode, we’re joined by Richard Hunt to talk about what all the changes mean for the future of banking. Richard formerly worked for SIFMA, a securities industry trade association. Now, he is the President & CEO of Consumer Bankers Association (CBA), a trade association focused on the consumer side of banking.
Some topics that we covered:
How trade associations, like CBA, support the banking industry
What the future of banking looks like under the Biden Administration
What banks are focusing on as they move to a more digital experience
Upcoming priorities for the CBA
To hear more from Leaders in Lending, check us out on Apple Podcasts, Spotify, or on our website.

The Future of Lending w/ Jeff Keltner Mar 29, 2021

What does the future of lending look like?
And how can financial institutions leverage modern technologies and techniques to bring their programs and products into the digital world?
Leaders in Lending, a brand new podcast from Upstart, aims to answer those questions and more by interviewing leaders from across the financial industry about current trends and strategies in consumer lending.
In this introductory episode, Jeff Keltner, SVP of Business Development at Upstart and the host of Leaders in Lending, discusses:
How Upstart helps banks and credit unions offer seamless consumer lending experiences
The trends shaping the lending industry
What and who to expect on future episodes of the show
Get in touch with the host:
Email Jeff
Connect w/ Jeff on LinkedIn
To hear more insights from Leaders in Lending, subscribe to the podcast on Apple, Spotify, or here.
Listening on a desktop & can’t see the links? Just search for Leaders in Lending on your favorite podcast player.

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