35 episodes

Leaders In Lending is a show for lending professionals who want to grow their consumer lending programs and improve their consumer experiences. Consumers continue to expect faster, easier online experiences from every company

Leaders in Lending Upstart

    • Technology
    • 5.0 • 55 Ratings

Leaders In Lending is a show for lending professionals who want to grow their consumer lending programs and improve their consumer experiences. Consumers continue to expect faster, easier online experiences from every company

    Balancing Digital Touchpoints & Traditional Offerings w/ Nathanael Tarwasokono

    Balancing Digital Touchpoints & Traditional Offerings w/ Nathanael Tarwasokono

    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.

    • 38 min
    Delivering a Better Digital Experience to Earn Trust & Loyalty

    Delivering a Better Digital Experience to Earn Trust & Loyalty

    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.

    • 21 min
    How Credit Union Leaders Are Navigating Digital Transformation

    How Credit Union Leaders Are Navigating Digital Transformation

    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.

    • 56 min
    Digital Banking: Bringing a Human Touch to a Branchless Experience

    Digital Banking: Bringing a Human Touch to a Branchless Experience

    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.

    • 38 min
    Driving Loan Demand Through Marketing Personalization

    Driving Loan Demand Through Marketing Personalization

    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.

    • 33 min
    Product-Agnostic Lending: Focusing on What the Customer Needs

    Product-Agnostic Lending: Focusing on What the Customer Needs

    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.

    • 35 min

Customer Reviews

5.0 out of 5
55 Ratings

55 Ratings

ericx299 ,

Innovative thinking

I’m often skeptical of fintechs but these people really seem to understand how to practically apply AI to lending. It’s really making me think about our underwriting practices.

FintechBob ,

The future

The interview with Paul Gu is 🔥

Shooby ,

Really insightful podcast!

Been learning a ton from these interviews about lending

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