87 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—and our knowledgeable guests will share how they are bringing their organizations and lending products forward into the future.
Every week, Leaders In Lending will bring you actionable advice and key learnings from experienced leaders to help you navigate the future of consumer lending. 

Leaders in Lending Upstart

    • Technology
    • 5.0 • 59 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—and our knowledgeable guests will share how they are bringing their organizations and lending products forward into the future.
Every week, Leaders In Lending will bring you actionable advice and key learnings from experienced leaders to help you navigate the future of consumer lending. 

    Expanding Digital Service to Members

    Expanding Digital Service to Members

    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.

    • 30 min
    Driving Loan Growth Digitally In Uncertain Times

    Driving Loan Growth Digitally In Uncertain Times

    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

    • 52 min
    Policy and Practice to Expand Access to Credit

    Policy and Practice to Expand Access to Credit

    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

    • 29 min
    How Specialization Can Win Credit Unions Members

    How Specialization Can Win Credit Unions Members

    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.

    • 34 min
    Partnering with Fintechs for Member Growth

    Partnering with Fintechs for Member Growth

    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.

    • 39 min
    Cultivating Innovation as a Traditional Bank

    Cultivating Innovation as a Traditional Bank

    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.

    • 28 min

Customer Reviews

5.0 out of 5
59 Ratings

59 Ratings

oliviabaker13 ,

A valuable resource!

Jeff and the Upstart team have created an incredibly valuable resource for the consumer lending community with this podcast! In an ever-evolving financial landscape, it’s important to keep up with the latest trends. What better way to stay informed than to hear directly from leaders and innovators shaping the industry?

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 🔥

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