Leaders in Lending

An adverse action notice can't say "because the bot told me so." That's the constraint on every AI risk model in lending, and it's where part two of our conversation lands. Jay Mossman of AKUVO and Dave Wasik of Second Order Solutions join host Barry Roach to work through where AI agents actually earn their place across the collections lifecycle, and where they don't. Dave maps the easy wins to the extremes: payment reminder nudges at one end, long defaulted accounts nobody could profitably dial at the other. The middle, where a borrower is severely delinquent and weighing bankruptcy, is where loss mitigation is won or lost, and it's the part lenders are slowest to hand over. Jay describes the wave he sees arriving now: agentic suites reading bankruptcy dockets, preparing proof of claim, tracking Chapter 13 payments, handling repossession and foreclosure. He has a name for the shift. Software as a service is becoming software as a worker. Then the hard part. The gating factor isn't model sophistication, it's explainability. Dave points to a PayPal settlement covering lending actions that were viewed as progress in 2020 and as discrimination five years later, and asks how a bank writes standards that outlast whoever is in power. This is part two of two. Part one, "Nobody Answers the Phone: How Default Management Moved Upstream," is here: https://www.leadersinlending.ai/nobody-answers-the-phone-how-default-management-moved-upstream/WHAT YOU'LL LEARNWhy AI's easiest collections wins sit at the extremes of the lifecycle, and why the middle is the hard partHow a collector copilot differs from a voice bot, and why it may matter moreWhich specialty processes are next: bankruptcy dockets, proof of claim, reaffirmations, repossession, foreclosureWhy explainability, not methodology, is the real constraint on AI risk modelsHow a 2008 scale downturn would play out differently todayGUESTSJay Mossman, AKUVO. Nearly two decades in banking before founding a series of companies over 30 years, including Akcelerant and now AKUVO, both focused on default management and portfolio risk. Dave Wasik, partner at 2nd Order Solutions, a credit and lending advisory firm working with banks, specialty lenders and fintechs across the credit lifecycle. More than 30 years in credit and lending, and previously led collections and recoveries for Capital One's U.S. card business through the Great Recession. ABOUT LEADERS IN LENDINGLeaders in Lending is brought to you by Upstart. Conversations with the people building the future of consumer credit. #DefaultManagement #Collections #AIAgents #Lending #ModelRisk #Fintech

Only 13% of collections calls get answered. So what replaced the phone?Ten years ago, default management was almost entirely a phone-based process. Today, the phone gets answered 13% of the time, and the industry has rebuilt itself around digital-first outreach, behavioral data at a scale no single lender can reach, and models that predict on day one of delinquency how long an account will take to cure.Jay Mossman of AKUVO and Dave Wasik of 2nd Order Solutions join host Barry Roach to trace how the discipline got here. Jay explains how AKUVO processes data from 30 million consumers and 110 million banking accounts each night across more than 200 institutions, and why, for a large share of delinquent borrowers, the correct action is to leave them alone.Dave, who ran collections and recoveries for Capital One’s U.S. card business through the Great Recession, closes with a contrarian take: The biggest near-term win for collections leaders has nothing to do with AI.WHAT YOU’LL LEARN• Why digital-first now beats phone-first on loss mitigation outcomes, not just cost• What the 90% of delinquencies that resolve within 30 days reveal that credit scores cannot• How a severity-of-delinquency model predicts cure time on day one with 85% to 90% accuracy• Why the real value of an unanswered outbound call is the caller ID itself• Where collections leaders should spend the next 18 monthsGUESTSJay Mossman, CEO and founder of AKUVOJay spent nearly two decades in banking before founding a series of companies over 30 years, including Akcelerant and now AKUVO, both focused on default management and portfolio risk.Dave Wasik, partner at 2nd Order SolutionsDave has more than 30 years of experience in credit and lending. 2nd Order Solutions is a credit and lending advisory firm working with banks, specialty lenders and fintechs across the credit lifecycle. He previously led collections and recoveries for Capital One’s U.S. card business through the Great Recession.CHAPTERS0:00 “Leave them alone”: Predicting the cure on day one0:58 Intro1:21 Meet Jay Mossman, AKUVO3:01 Meet Dave Wasik, 2nd Order Solutions4:05 From reactive collections to predictive risk4:48 Shift one: Digital-first replaces the phone6:05 Shift two: Internal and external data7:19 From if-else-then to instructions9:32 “Models don’t collect”10:24 Inside an anonymized data lake11:25 Predicting cure time on day one12:26 The 90% the credit bureaus never see12:51 Two thousand borrowers vs. 30 million14:44 Digital-first vs. phone-first: The lines flipped16:52 Thirteen percent answer the phone17:21 The engagement assistant as top collector18:02 The caller ID billboardABOUT LEADERS IN LENDINGLeaders in Lending is brought to you by Upstart. Conversations with the people building the future of consumer credit.Subscribe so you don’t miss Part 2.

How are leading banks and fintechs evolving to meet the needs of today’s homeowners?In this episode of Leaders in Lending, we sit down with Sam Garcia (CEO of HELN News), Ivan Ahmed (Senior Director at Experian), and Andy Walden (Head of Mortgage and Housing Market Research at ICE) to explore why the future of HELOCs depends on reducing friction and leveraging data.In this video, we discuss: The Rise of the "HELOC Credit Card": How digital-first lenders are reimagining home equity as a frictionless, transactional experience.The Equity Plateau: Why record-high home equity levels are flattening and what that means for future lending growth.Targeting the Next Generation: How to use data to reach younger, digitally-native borrowers who are increasingly opting for HELOCs.Regulatory Shifts: A look at the Home Buyers Privacy Protection Act and its impact on trigger leads and consumer relationships.Macro Trends: Why efficiency, automation, and credit availability are the top priorities for competitive financial institutions.Whether you're a community bank, credit union, or fintech leader, this conversation provides actionable insights into how to navigate the "bifurcated" housing market and better serve your customers.Connect with Upstart: https://www.leadersinlending.ai/#HomeEquity #HELOC #Fintech #BankingInnovation #LeadersInLending #MortgageIndustry #Upstart

What if the biggest advantage in lending isn't taking less risk, but making better predictions? In this episode of Leaders in Lending, host Barry Roach sits down with Sanjay Dutta, President and Chief Capital Officer at Upstart, to discuss how AI-powered prediction models are reshaping lending, why capital matters more than ever, and what today's economic environment means for financial institutions. They discuss:Why Sanjay left Google to help build UpstartWhy lending is fundamentally a prediction problemHow AI is improving credit decisionsThe evolving role of capital marketsWhat current economic conditions mean for lendersWhere consumer lending is headed over the next five yearsWhether you're leading a bank, credit union, or fintech, this conversation offers practical insights into the future of lending. Subscribe for more conversations with the leaders shaping financial services.

Most banks still treat community banking as a regulatory box to check. Queanne Smith, SVP and Group Strategy Manager at U.S. Bank, says that mindset caps growth instead of driving it, and breaks down how a 5% lift in client retention can swing profit by 25 to 90 percent.In this episode:- Community banking as growth infrastructure, not a side initiative- Getting embedded early in the customer lifecycle, pre-loan and pre-deposit- Why CRA requirements should be the floor, not the ceiling- Building trust and client readiness before the sale- Shared KPIs and cross-team accountability- Where institutions struggle most with this strategy- Balancing short term performance pressure with long term investment- The biggest misconception about community bankingIf you lead growth, strategy, or community lending at a bank or credit union, this conversation will change how you think about the ROI of community investment.Leaders in Lending is powered by Upstart and features conversations with banking and credit union leaders navigating the future of consumer lending.Chapters:00:00 What community banking actually means for growth00:29 Getting in early, before the loan and before the deposit01:25 Turning trust into measurable outcomes02:20 Building client readiness and stability from day one03:14 Stop treating this as a compliance checkbox04:07 CRA is the floor, not the ceiling04:34 Community investment and community development are the same thing05:27 Build the strategy with community, not for community06:10 Shared KPIs, shared accountability07:12 Where most institutions get this wrong08:01 What the customer journey looks like when it's done right08:20 Short term pressure versus long term trust09:42 The infrastructure question10:09 Where a leader should actually start10:45 A 5% retention lift, a 25 to 90% profit swing12:12 Readiness and trust are the real revenue drivers12:59 The soft and slow myth13:49 Intentional partnerships, not just reputation#LendingLeaders #CommunityBanking #BankGrowthStrategy

The regulations never went away. The exams slowed down, the enforcement pulled back, but every rule is still on the books. And when the pendulum swings back, everything being done right now is going to get looked at. Mike Reynolds from Zions Bancorporation and Aaron Rakowski from WesBanco co-chair the CBA CFPB Committee and have a clear message: this window is not a vacation. It's a chance to catch your documentation up, plug your compliance resources into product development, and stop yo-yoing your staffing every time the administration changes.Recorded at CBA Live 2026, this episode covers:Where CFPB engagement actually stands right now - Why this is the time to shore up your compliance program, not scale it backThe state AG and state regulation patchwork filling the federal gap AI oversight and why you can outsource the work but not the risk - Rules that were written before the technology existed - What a durable compliance program actually looks likeWhy a clear national guideline beats fifty state interpretations What the next iteration of the CFPB might look like If you lead compliance, risk, or operations at a bank or credit union, this is the conversation to have with your team this weekLeaders in Lending is powered by Upstart and features conversations with banking and credit union leaders navigating the future of consumer lending. #LendingLeaders #CFPB2026 #Compliance #CBALive2026

Innovation is accelerating across consumer banking.AI, digital assets and new payment models are reshaping the industry. But institutions still operate inside established regulatory frameworks.In this episode, Kyle Glenn of the Consumer Bankers Association joins Lynn Sauter Beale to discuss how banks can stay proactive as technology evolves and policy adapts. If you lead lending, compliance or strategy, this conversation will help you think through what comes next.

The banking product is commoditized. The experience is not.In this episode of Leaders in Lending, guest host Deepak Bhandari sits down with TJ Steele, director of digital channels at Eastern Bank, to discuss how banks can differentiate when rates, accounts and products look the same everywhere.They cover: • How to turn the mobile phone into a “wingman” for customers• Why AI is just another tool, not a strategy• The importance of data, process and infrastructure below the waterline• How to pilot emerging technology without chasing hype • Why customer experience beats feature checklists• Real-time payments, digital wallets and fraud resilience• Becoming the customer’s primary bank in a fragmented world If you lead digital, payments or customer experience strategy, this conversation is a blueprint for what actually matters.

Auto affordability isn't a cycle this time. It's a new baseline.In this episode, guest host Deepak Bhandari from Upstart sits down with Eric Earvin from First Commonwealth Bank and Michael Gilbert from Associated Bank, co-chairs of the CBA Auto Finance Committee, to talk about why it's time to stop waiting for costs to come back down and start rethinking how we lend.Insurance up 14% year over year. Debt to income ratios squeezed from every direction. Consumers still buying, but shifting downstream.And at some point the phone rings and they say here's the car.Recorded at CBA Live 2026, this episode covers:Why auto affordability is a permanent headwindHow debt to income ratios are being squeezed from every direction The compounding cost problem, insurance, gas, maintenance Where stress is showing up in early payment defaults and fraudThe AI arms race between lenders and fraudsters Why auto lenders are self-admitted copycats and what that means for innovationAlternative financing threats and reaching the next generationSubprime repossessions hitting all time highs again If you run an auto lending portfolio or sit on a credit committee, this conversation is the reality check heading into the back half of 2026.Leaders in Lending is powered by Upstart and features conversations with banking and credit union leaders navigating the future of consumer lending.

Banks don't know if they should be running disparate impact analysis or not. The CFPB is rewriting its own rules. State AGs are filling the gaps. And the legal questions around agentic AI haven't even been answered yet. CBA General Counsel David Pommerehn breaks down what's actually happening and what lending leaders should do about it.Recorded at CBA Live 2026 in San Diego, this episode covers:- The CFPB under the current administration- Reg B and the elimination of disparate impact- State AGs stepping in where federal enforcement pulls back- Agentic AI and the legal ramifications under Reg E- Section 1033 and the data portability rewrite- Data sharing versus data security- Fraud and scams as a whole government problem- Why UDAP reform matters more than you thinkIf you are navigating compliance strategy or staffing for the back half of 2026, this conversation matters.Leaders in Lending is powered by Upstart and features conversations with banking and credit union leaders navigating the future of consumer lending.Chapters:00:00 Top legal and regulatory risks for bank leaders01:12 How the CFPB has changed under the current administration03:48 Reg B and the elimination of disparate impact05:49 State AGs stepping in where the CFPB pulls back09:54 Agentic AI and the legal questions nobody's answered yet11:03 Section 1033, data portability, and the rewrite14:10 Navigating data sharing vs. data security16:13 What's actually working in fraud prevention19:04 The regulation assumption David has changed his mind on20:54 Why UDAP reform matters more than you think#LendingLeaders #CFPB2026 #CBALive2026

The biggest lending risk in 2026 may not be where you think. Experian Chief Economist Joseph Mayans calls today’s environment a one trick pony economy. Growth is concentrated. White collar strength is carrying the load. And if that shifts, prime borrowers may be the segment to watch.Recorded at CBA Live 2026, this episode covers: • The macro outlook into mid-2026• AI concentration risk• White collar labor exposure• Why prime credit could be mispriced• Small business formation in the AI economy• Why two to three Fed rate cuts are likely• Stablecoins and emerging deposit threatsIf you are allocating credit or setting 2026 strategy, this conversation matters.Leaders in Lending is hosted by the Upstart lending team and features conversations with banking and credit union leaders navigating the future of consumer lending. 

How can lenders increase approvals without increasing charge-offs?In this episode of Leaders in Lending, Dan Harp, Chief Lending Officer at 717 Credit Union, discusses how decision engines and AI-powered underwriting models are reshaping risk assessment. From 2,000-variable models to borrower trajectory analysis, this conversation explores:Credit scoring limitationsAI and machine learning in underwritingDecision engines vs human exceptionsPortfolio performance monitoringMortgage risk strategyEconomic outlook for 2026Compliance burden in credit unionsIf you lead lending strategy, risk or growth, this episode offers practical insight into scaling responsibly.Listen on leadersinlending.ai

AI in lending is no longer a future conversation. It is operational today.In Episode 185 of Leaders in Lending, we discuss what is actually working in regulated environments. From underwriting and fraud detection to document verification and exception handling, AI is becoming more measurable and more embedded in daily workflows. We also examine fairness, human oversight and the competitive pressure from buy now, pay later products.The divide is growing between institutions leaning in and those standing still.#LeadersInLending #AIinBanking #CreditUnions #BankingLeadership #Fintech #LendingStrategy

In this episode of Leaders in Lending, Adam Landsverk, Chief Lending Officer at FOXCU, joins host Barry Roach to discuss leadership, responsibility, and what it really means to serve members in today’s lending environment.With decades of experience across consumer lending, mortgage, commercial banking, and wealth management, Adam shares his journey from traditional banking into the credit union space — and why that transition reshaped how he thinks about decision-making, diversification, and community impact. The conversation explores how credit unions differ from large financial institutions, why local autonomy matters, and how lending leaders can balance growth, risk, and member value. Adam also shares insights on housing market conditions, home equity demand, and what community-based lenders should be preparing for as we move through 2026. In this episode, you’ll hear about:Adam Landsverk’s path from banking to credit unionsThe role of a Chief Lending Officer in local decision-makingHow credit unions approach diversification across lending productsHousing market trends and home equity opportunitiesBalancing economics with member valueLeadership lessons for community-based lendersThis episode of Leaders in Lending offers a thoughtful, experience-driven perspective on why community-focused lenders continue to succeed where scale alone falls short.🎧 Leaders in Lending features conversations with executives shaping the future of lending, banking, and credit unions.

In this special year-end edition of Leaders in Lending, Drew Megrey, Barry Roach, and Lynn Sautter Beal reflect on the most impactful conversations from 2025. As lending leaders navigated a year defined by uncertainty, rapid technological change, and evolving regulatory landscapes, this episode revisits the insights that shaped the industry. From credit risk strategy and AI model governance to new member engagement and the future of servicing, hear the best moments from standout episodes featuring voices across the financial ecosystem. Whether you're planning for 2026 or looking back on lessons learned, this compilation captures the defining themes of the year in lending.

In this episode of Leaders in Lending, host Barry Roach sits down with Lisa Highley, Chief Lending Officer at the University of Kentucky Federal Credit Union, for a candid conversation about what truly separates managing from leading in today’s lending environment. Highley shares her unconventional rise from part-time teller to executive leader and recalls the moment she realized that operational skill and technical expertise do not automatically translate into effective leadership.The discussion also highlights UKFCU’s period of rapid transformation, including the launch of a mortgage department, the expansion of commercial lending, major investments in digital channels, and the use of AI-driven underwriting technology to serve members more effectively. Barry and Highley explore servant leadership, building trust across lending teams, and how credit union leaders can prepare their organizations for the future while maintaining a strong focus on culture, accountability and the member experience.

Managing $10 billion in loans teaches you a lot about what truly drives repayment and performance. In this episode of Leaders in Lending, host Lynn Sautter Beal sits down with Jesse Obbink, vice president and general manager of servicing at Upstart, to break down the operational, analytical and human insights that matter most once a loan is on the books.Jesse shares why servicing is “underwriting with an operational twist,” how data and machine learning help shape borrower outcomes and why empathy often outperforms traditional collections tactics. They also discuss what scale unlocks, how to manage dozens of vendor relationships effectively and how LLMs are transforming frontline agent workflows.Whether you lead a credit union, bank or fintech, this conversation reframes servicing as a strategic lever for reducing losses, improving repayment and strengthening long-term performance.

The economy is shifting fast, and your lending strategy cannot afford to lag. In this episode of Leaders in Lending, hosts Barry Roach and Drew Megrey explore how scenario planning helps financial leaders stay ahead of market volatility.Learn how top executives are navigating uncertainty, managing technology risks such as AI and cybersecurity, and making bold decisions that could define 2026. Whether you are a credit union executive, bank leader or fintech strategist, this episode offers insights to build resilience and growth.The lending landscape is changing. Do not just react to it. Plan to win.In this episode, you will learn:Why scenario planning is the most important skill for 2026How smart leaders use AI tools to forecast, mitigate risk and act fasterWhat is really happening with consumer behavior and spending patternsHow rising delinquencies and tightening credit standards are shaping lender appetiteWhy Buy Now, Pay Later could become a silent threat to credit qualityHow to balance cybersecurity spending with innovation and digital growthDo not risk being caught off guard in 2026. Learn how to plan, pivot and outperform starting today. Subscribe now so you never miss a strategy that keeps you ahead.

Credit unions are operating in a new lending environment defined by risk, regulation and rapid innovation. In this episode of Leaders in Lending, hosts Barry Roach, Drew Megrey and Lynn Sautter Beal share how forward-thinking credit unions are adapting to win.They explore how to build confidence in AI-driven models, balance compliance with growth, and strengthen governance through smarter data. The hosts also discuss why being too conservative on credit can cost market share, how approval experience matters more than rates and why data-driven models now outperform traditional underwriting.From model oversight to regulatory readiness, this conversation gives credit union leaders practical strategies to stay competitive, confident and compliant in today’s lending landscape.Don’t risk falling behind. Learn how to strengthen your governance, leverage smarter data, and prepare for the future of lending today.

Credit union membership growth is shrinking as per TruStage research, and the competition isn’t slowing down. In this episode of Leaders in Lending, co-hosts Lynn Sautter Beal, Drew Megrey, and Barry Roach dig into the hard truths about why CUs are losing members—and what can be done to turn the tide. They explore how fintech partnerships, smarter onboarding, and personalized member experiences can help credit unions thrive in a digital-first world. This isn’t a list of quick fixes; it’s a new way of thinking about building lifelong member relationships.

2025 has been all about the crunch. Credit is tight, uncertainty is everywhere and lenders are asking: is this the new normal or just another cycle? In this episode, we unpack what’s driving the squeeze, from regulation and rates to global risk, and how smart institutions are staying ahead.We also look forward. 2026 will not be business as usual. AI, new lending models and shifting borrower behavior could reshape the landscape. Hear how leaders are finding opportunity in a market defined by uncertainty.00:00 Anticipating a Fed Rate Cut03:48 Embracing a New Financial Normal08:48 Model Accuracy Relies on Recent Data12:14 Advocating for Participation Loans14:39 Credit Union Credit Builder Insights19:16 Economic Uncertainty and Market Resilience20:04 "Seizing High Yield Opportunities"

Auto loan rates are high, millions of borrowers are rate-locked, and a refinancing wave is on the horizon. In this episode, co-hosts Lynn Sautter Beal, Drew Megrey, and Barry Roach break down why credit unions are uniquely positioned to win the auto refi surge. They dig into smarter underwriting, targeted outreach, and the fintech tools helping CUs capture opportunity at scale. This isn’t a “wait and see” conversation; it’s a roadmap for owning the next big lending moment.

What if the next conference you attended didn’t just inspire ideas, but actually drove change? In this episode of Leaders in Lending, hosts Lynn Sautter Beal, Drew Megrey, and Barry Roach share practical strategies for turning insights from ACU Strategic Growth Conference into meaningful action. They explore how credit unions can prioritize takeaways, implement initiatives, and keep momentum going long after the event ends. From selecting the right vendor partners to engaging frontline staff, this conversation is packed with tactical advice. Plus, they challenge common assumptions about the value a conference can translate to in business.

Access to credit can be life-changing, but for many members, the process still feels out of reach. Great Lakes Credit Union is working to change that with practical solutions that meet people where they are.In this episode, host Drew Megrey sits down with Steve Bugg, President and CEO of GLCU, to talk about how his team is rethinking lending through small-dollar loans, credit builder programs, and face-to-face financial coaching. Steve shares how they’re making a difference for underserved members while keeping risk low and impact high.Join us as we discuss:How GLCU uses $300 loans to create long-term financial confidenceWhy second-chance lending isn’t as risky as most thinkWhere mobile tools and in-branch service come togetherHow community partnerships and DEI efforts support sustainable lendingWhat it means to put trust at the center of the loan process

Technology is reshaping every corner of financial services. For credit unions, the challenge isn’t just keeping up, it’s choosing the right tools, partners, and processes to stay ahead without losing sight of the member experience.In this episode, host Drew Megrey sits down with Bill Clancy, Vice President of Consumer Lending at Advia Credit Union, to explore how his team navigates digital transformation while maintaining the high-touch service members expect. From managing 50+ lending technology systems and partners to empowering older members with mobile banking, Bill shares how Advia strikes the balance between innovation and relationships.Join us as we discuss:How Advia curates a tech stack to match rising member expectations.Why digital adoption looks different across age groups—and what to do about it.Where AI decisioning fits into a long-term lending strategy.How to bring automation into lending without losing the human touch.What a frictionless future for loans could actually look like.

Rising vehicle prices, longer loan terms, and shrinking margins. As credit unions adapt, standing out requires more than competitive rates. It takes consistency, clarity, and a lending team built for speed and service.In this episode, host Barry Roach sits down with Adam Brice, Chief Lending Officer at EFCU Financial, to unpack how his team reimagined consumer lending from the ground up. From creating a centralized loan contact center to balancing common sense with emerging tech, Adam shares what it really takes to grow a high-performing, resilient lending strategy.Join us as we discuss:What happens when you move your best loan officers out of branches.How EFCU maintained low charge-offs while doubling down on auto.The ripple effects of extended terms and negative equity.How AI can strengthen, not replace, sound underwriting.Why NIL deals and financial literacy can drive deeper community impact.

As credit unions grapple with an increasingly digital-first market, the path to growth lies in strategic partnerships, streamlined onboarding, and data-driven cross-sell strategies.In this episode, host Matt Snow sits down with Kirk Drake—author, entrepreneur, and founder of CU 2.0—to explore how credit unions can stay relevant in a fast-changing financial landscape. Drawing on decades of experience in FinTech and community banking, Kirk shares practical insights on building strategic partnerships, leveraging emerging tech like crypto and transforming credit unions into digitally driven community hubs.Join us as we discuss:Why credit unions must embrace AI to meet evolving member expectationsThe growing importance of FinTech collaboration in driving innovationHow shifting consumer behavior is reshaping onboarding and engagementStrategies for serving both traditional and non-traditional demographicsWhat it takes to future-proof credit unions in a digital-first world

As the regulatory environment continues to shift and technology reshapes the compliance landscape, today’s lending leaders are under increasing pressure to stay agile and forward-thinking. In this episode, recorded live at CBA Live 2025 in Orlando, host Lynn Sautter Beal sits down with Aaron Rykowski, Chief Compliance Officer at WesBanco, and Mikey Reynolds, Director of Compliance at Zions Bank Corporation. Both serve on the CBA’s CFPB Committee and share how their institutions are responding to growing uncertainty—from changes in CFPB leadership and examiner shortages to the fast-moving rise of AI in compliance.Join us as we discuss:How shifts at the CFPB are shaping compliance strategiesThe challenges of operating with fewer examiners and less regulatory clarityWhere AI and emerging tech fit into modern compliance programsWhat lenders need to know about the final 1071 and 1033 rulesWhy collaboration and proactive engagement are essential in today’s environment

As regulatory scrutiny intensifies and innovation accelerates, fair-and-responsible banking leaders are coming together to keep compliance programs adaptive, effective and aligned with evolving expectations.In this episode, recorded at CBA Live 2025 in Orlando, host Lynn Sautter Beal sits down with Lindsay Yousif, Executive Compliance Director at Ally, and Nick Roesler of M&T Bank. Both serve on the CBA’s Fair and Responsible Banking Committee and share how their institutions—and the committee at large—are tackling today’s most pressing compliance challenges, from AI-driven fair lending tools to examiner turnover and uneven regulatory interpretations.Join us as we discuss:How FinTech partnerships can drive innovation while meeting evolving regulatory expectationsThe value of benchmarking and third-party consulting in building more resilient compliance programsThe growing role of AI in fair lending—and what that means for oversight and risk managementStrategies to manage inconsistent regulatory requirements and examiner transitions

As the auto finance industry faces mounting regulatory scrutiny and increasingly sophisticated fraud tactics, lenders are working together to navigate risk, improve compliance, and better serve today’s borrowers.In this episode, recorded at CBA Live 2025 in Orlando, host Matt Snow sits down with Fabien Thierry, Head of Indirect Lending at Bank of America, and Mike Gilbert, Director of Consumer Lending at Associated Bank. Serving as chair and co-chair of the CBA Auto Finance Committee, Fabien and Mike discuss how the committee is helping lenders respond to the most urgent challenges in auto finance—from new CFPB directives to the rising threat of synthetic identity fraud—through collaboration, data-driven strategies, and shared best practices.Join us as we discuss:The impact of evolving federal and state regulations on lender operations and how the committee is driving policy advocacyThe surge in synthetic identity and first-party fraud, and the tools being deployed to detect and prevent financial lossesFinancing complexities tied to electric vehicles, including rising costs, residual value concerns, and infrastructure limitationsHow digital lending innovations are improving decisioning speed, borrower transparency, and overall loan experienceWhy industry-wide coordination—between lenders, dealers, and tech providers—is essential for managing disruption and delivering value

As tariffs and inflation drive up vehicle prices, both lenders and consumers are feeling the pressure to adapt. In this episode, host Lynn Sautter Beal speaks with Melinda Zabritski, Head of Automotive Financial Insights at Experian, and Mark Pregmon, VP of Consumer Lending at USAA, to explore how market shifts, financial pressures and evolving consumer demands are reshaping the auto financing landscape. They discuss the impact of pricier vehicles on affordability, the surge in flexible loan terms to manage monthly costs and the growing role of refinancing—even without dramatically lower rates.Join us as we discuss:How tariffs and inflation are influencing vehicle affordability and driving demand for flexible financing optionsWhy lenders are extending loan terms to help borrowers manage payments in a tightening marketThe rise of auto refinancing—not just to secure better rates, but to re-amortize loans for lower monthly billsStrategies for risk management and customer care as consumers seek more personalized, adaptable finance solutions

With 97 percent of Americans already banked, acquiring new customers means convincing them to break existing relationships. So how can financial institutions stand out when banking feels increasingly commoditized?Live from CBA 2025, host Matt Snow from Upstart is joined by Kurt Lin, Co-Founder and CEO from Pinwheel as well as Dennis Chira and Wei Ke from Oliver Wyman to tackle the question: “How do we create a 2x, 5x or even 10x better experience that delivers genuine value to customers?”From leveraging direct deposit switching to power seamless onboarding to designing subscription management services that truly simplify financial lives, discover how next-gen technology and open banking solutions are reshaping the fight for loyalty. Tune in to learn how banks, credit unions, and fintechs can differentiate on more than just price—building deeper relationships and winning in the battle for primary account status.

As regulatory and political landscapes shift, financial institutions must stay agile and innovative to navigate new challenges and opportunities. In this episode, host Lynn Sautter Beal is joined by David Pommerehn, General Counsel and Head of Regulatory Affairs at CBA, and Billy Rielly, Head of Public Affairs at CBA, to unpack how political shifts, state-level regulations and consumer protection mandates are reshaping the lending landscape. They also dive into the growing influence of AI and the potential for new legal frameworks around crypto and stablecoins.Join us as we discuss:The challenges of navigating regulatory uncertainty with a new administrationThe growing influence of state-level regulations and consumer protection lawsThe impact of late fees and overdraft fees on institutions and consumersHow AI is reshaping compliance and risk management

As economic conditions shift, financial institutions must adapt their lending strategies to balance growth, risk, and liquidity. A "Slow and Grow " approach is emerging as a sustainable way to navigate today’s market while expanding financial services. This week, host Lynn Sautter Beal welcomes Joseph Mayans, Chief Economist at Experian North America, to discuss the key economic drivers impacting lending in 2025 live at the CBA conference. They dive into the current state of the economy, including inflation, policy uncertainties and the evolving global landscape. Plus, they explore new lending opportunities in the auto and small business sectors and offeractionable insights on how lenders can remain adaptable to thrive in the coming years.Join us as we discuss:How inflation and policy changes will impact lending strategiesThe future of auto and small business lending opportunitiesNavigating economic uncertainty while balancing growth and riskExpert strategies to stay adaptable in a rapidly shifting market

In episode re-air, joining our host Ed Walters is Simon Darchis, Head of Partnership at Finwise Bank, to discuss his trajectory in the financial services sector from Europe to the US. With this multi-cultural background in finance, Simon explains the intricacies of FinTech, unraveling the cultural and regulatory intricacies that shape these distinct markets.Ed and Simon discuss:The pivotal role of adaptability in navigating the evolving landscape of financial servicesInsights into the contrasting FinTech practices between America and Europe, emphasizing the significance of cultural understanding in the industryThe critical importance of compliance in FinTech partnerships, from the challenges faced by banks collaborating with FinTechs to the meticulous partner selection process.

As economic conditions shift, financial institutions must adapt their lending strategies to balance growth, risk, and liquidity. A “Slow and Grow” approach is emerging as a sustainable way to navigate today’s market while expanding financial services.This week, host Barry Roach welcomes Michelle Goeppner, Vice President of Consumer Lending & Product Strategy at Vantage West Credit Union, to explore how lending programs are evolving post-COVID. They discuss the role of AI-powered underwriting, flexible loan programs, and the importance of internal alignment in driving loan growth. Plus, they dive into how financial institutions are expanding their reach beyond state borders while enhancing community impact.Join us as we discuss:How AI-driven lending programs help manage risk, return, and volumeStrategies for deposit growth, cross-selling, and member onboardingThe financial wellness programs turning borrowers into saversInnovative mortgage solutions tackling housing affordability

In episode re-air, host Lynn Sautter Beal talks with Jillian Murrish, CEO of Pier Asset Management, about the waves she and her firm are making in the market — targeting less liquid and underserved areas while focusing on secondary markets and early-stage credit facilities. Jillian shares her journey from working in online real estate to co-founding Pier Asset Management, while offering valuable lessons on flexibility, operational ease, and evolving borrowing bases for early-stage originators along the way.Join us as we discuss:Why early-stage originators should avoid using expensive equity capital to fund loansThe change in defining secured vs. unsecured lendingHow targeting less liquid areas can help generate alpha and deliver better returns for investorsThe role of privacy, reputational risk, and the regulatory environment play in decision-making in evaluating potential partners and deals

In today’s episode, we dive into the dynamic world of financial services, specifically auto and mortgage lending. Join host Drew Megrey as he speaks with Rick Moore, the Chief Lending Officer at Maine Savings Credit Union. With nearly 39 years of experience under his belt, Rick provides invaluable insights into the evolving mortgage landscape, tackling challenges like rising interest rates and soaring home prices. He’ll also share how financial institutions are pivoting with innovative strategies in auto lending and unsecured loans to navigate these turbulent times. Plus, we’ll explore Rick’s personal tech preferences and his take on the future of AI advancements in finance.Join us as we discuss:The potential of AI to transform the industry and pave the way for a four-day workweekWhy rising home prices and high interest rates have shifted mortgage production.How Maine Savings Credit Union enhances auto and unsecured loan programs while exploring cutting-edge solutions.

As technology evolves, open banking is reshaping how we manage and share financial data, creating exciting opportunities for innovation and better services.In today’s episode, host Matt Snow welcomes Armen Meyer, Co-founder of the American Fintech Council, to explore the world of open banking. Together, they discuss the opportunities and challenges this transformation brings, from balancing innovation with preventing monopolies to what’s next for consumer protection and data privacy. Armen also shares some key post-election insights, exploring how recent political shifts may impact financial regulations, CFPB oversight, and potential rule changes that could shape the future of the industry.Join us as we discuss:The role of balanced regulation in fostering innovation in financial services.How open banking promotes transparency, and the challenges smaller banks face.Key political and legal developments that could influence fintech regulations and the CFPB moving forward.

In banking, yesterday’s touchdowns don’t win today’s games. A great product is just the start — constant evolution is key to meeting ever-changing customer needs.In today’s episode, host Matt Snow sits down with Rhett Roberts, CEO and Co-Founder of LoanPro, for an in-depth look at the modern financial landscape. Rhett shares key insights from the recent Money 2020 event in Las Vegas, covering everything from AI’s growing role in financial services to the critical shift toward customer-centric lending. Together, they explore how small lenders can embrace tech modernization, the importance of proactive customer service, and the far-reaching effects of regulatory changes on the industry. Join us as we discuss:Why small lenders should prioritize exceptional, cost-effective customer experiences over geographical reach.How AI and generative tech are transforming financial services, enhancing efficiency and compliance beyond traditional CRMs.The urgent need for financial institutions to modernize their tech to meet customer expectations and leverage open banking.

In a world where technology rapidly reshapes financial systems, credit unions must innovate to stay ahead. In this episode, host Matt Snow chats with Nat Hoopes, Head of Public Policy at Upstart, as they navigate the fintech landscape and highlight the importance of actionable insights from industry professionals. They discuss the evolving role of the NCUA, the need for diversified products in credit unions, and share compelling anecdotes about Synapse's bankruptcy and Upstart's partnerships with over 100 institutions. Together, they explore the delicate balance between partnership and regulation, the transformative power of AI in lending, and the challenges and opportunities in this dynamic sector.Join us as we discuss:Why insights from real industry professionals outweigh the advice of self-proclaimed "gurus".How AI enhances credit access and performance compared to traditional methods.The importance of partnerships between credit unions and fintechs to offer diverse products and maintain competitiveness amid regulatory scrutiny and technological changes.

In the face of unprecedented challenges brought on by the COVID-19 pandemic, small businesses across the nation have demonstrated remarkable resilience and ingenuity, adapting to new realities and discovering innovative ways to survive. On today's episode, host Matt Snow is joined by special guest, Chris Pilkerton, the former head of the Small Business Administration and author of "Plandemic." Chris shares his unique insights from inside the SBA and the White House, detailing how the Paycheck Protection Program was crafted and executed at lightning speed. We’ll dive into his book, which explores the challenges and triumphs faced by small businesses during the pandemic. Additionally, we’ll discuss the pivotal role of community development financial institutions (CDFIs), the decision-making processes behind massive economic stimulus measures, and the crucial lessons learned for future crisis preparedness.Join us as we discuss:How the Paycheck Protection Program (PPP) sustained jobs and health benefits during the pandemic, highlighting the necessity for adaptable government interventions.Why CDFIs like the Accion Opportunity Fund were vital in providing financial assistance to underserved communities, highlighting the need for inclusive support systems.The importance of pre-written legislation and streamlined processes for swift, effective responses to future crises.

Can credit unions turn economic setbacks into stepping stones for success? Today, we sit down with Dustin Holmberg, Chief Revenue and Lending Officer at Clearview Federal Credit Union. With $2 billion in assets and a vibrant community of 120,000 members, Clearview is not only surviving but thriving in today’s financial landscape. In this episode, we explore the transformative power of AI, innovative lending strategies, and the critical role of community engagement. Dustin also shares his personal journey and insights on adaptability, revealing what it truly takes to lead in the credit union industry.Join us as we discuss:How Clearview Federal Credit Union manages interest rate changes and liquidity crises through strategic oversight of margins, CD rates, and loan growth.The role of AI and Robotic Process Automation (RPA) in boosting efficiency in underwriting and automating repetitive tasks, empowering employees.Clearview's "digital-first" approach and its expansion of physical branches to enhance community engagement and member convenience.

Ultimately, providing the best financial advice or service is all about having the right data in the right place at the right time.This week, host Matt Snow speaks with Chris Gifford, Chief Data and Analytics Officer at USAA Federal Savings Bank, about the evolution of data analytics within the financial industry—as well as the importance of having a strong data foundation. Chris also shares insights on driving innovation through real-world problem-solving, the democratization of data, and the need to break down data silos for seamless integration.Join us as we discuss:The democratization of deep data analysis and its effectsWhat factors organizations should consider when deciding whether to build, buy, or partner for technological solutionsUsing timely data analysis to give personalized advice to membersStrategies for fostering a culture of innovation within data analytics teams

From having a child to starting a business, every major life decision comes with financial implications—and with those come concerns and challenges. But even concerns come in all different shapes and sizes, so building trust as a bank means having an in-depth and empathetic understanding of the community they’re operating in.  This week, host Matt Snow speaks with Eric Fiala, Chief Corporate Responsibility Officer at KeyBank and CEO at KeyBank Foundation.  Eric delves into the evolving role (and perception) of banks as agents of positive change within their communities. He discusses how banks can go beyond traditional services by providing financial education and involving community leaders to better understand and address the specific needs of underserved areas. Eric shares practical steps that banks can take to truly invest in a community, rather than just operating within one.Discussed in this episode:The need to create new homeowners and help build generational wealth.Gathering information about community needs through outreach and engagement initiativesHow minority depository institutions (MDIs) and community development financial institutions (CDFIs) help underserved communitiesCurrent trends in financial education

Like many institutions, credit unions can't afford to be left behind in the race to adapt to the new AI-driven technological landscape. But successfully and responsibly leveraging AI goes beyond adopting AI solutions for the sake of checking off a box—it involves identifying opportunities to collaborate with seasoned partners who can help solve the problems that AI is equipped to solve.This week’s episode features a conversation with Upstart Senior Account Managers Barry Roach and Drew Megrey, which originally took place on an episode of The CU Lab. Barry and Drew outline the crucial role of a strong digital and AI strategy in helping credit unions tackle issues like liquidity restraints and regulatory hurdles—and they explore how strategic AI adoption can help credit unions not just keep up, but lead the way.Join us as we discuss:The importance of transparency and education in forming successful partnerships between AI providers and credit unionsStarting small and involving all teams for successful scalingThe benefits of AI in underwriting, including better risk prediction and higher approval ratesHow Upstart’s "Recognized Customer Personalization" feature helps credit unions identify potential borrowers more efficiently

Things need to change, oftentimes more than we’d like.This week, host Matt Snow is joined by Adam Goller, EVP and Head of Fintech Banking at Cross River Bank, for a conversation about transformation and innovation within fintech in the face of turbulent times and shifting preferences. Adam shares his insights on how smart strategy, rapidly evolving technology, and—most importantly—a willingness to adapt, is resulting in creative solutions for today and tomorrow’s challenges.Join us as we discuss:The shifts in entrepreneurship and banking during global events like the 2008 Financial Crisis and Covid-19Why user experience solutions need to accommodate shorter attention spansThe challenges of integrating AI in heavily regulated sectors like bankingHow the expanded skill sets of today’s students impacts what technical knowledge is required in finance

Although the US Supreme Court recently upheld the CFPB’s funding system—and removed a major threat to the agency’s ability to regulate financial products and services—the future of financial regulation is far from settled or certain.  On today’s episode, host Matt Snow speaks with Armen Meyer, Co-Founder of the American Fintech Council, about the implications of the CFPB ruling on the financial industry and other regulatory and government institutions. Matt and Armen also explore the growth of the FinTech industry, the role of regulatory technology, and the potential risks and benefits of generative AI.Discussed in this episode:Why finding a middle ground between pragmatism and aspiration is essential for regulatory stabilityThe relationship between rising interest rates and the decline in bond pricesHow open banking rules facilitate the free flow of data and enhance competition in the banking sectorThe disparity in tech investment between big banks and small regional banks

Successful AI integration isn’t just about saving time or cutting costs—it’s about thoughtfully implementing the technology into areas where it can do the most good for the company and the customer.On today’s episode, host Matt Snow speaks with Will Robinson, CEO at Encapture about AI’s application in financial institutions. Will has seen first-hand the challenges of legacy processes and resistance to change, and he shares specific use cases for successful AI implementation—along with the importance of partnering with experienced vendors.Join us as we discuss:Understanding and assessing risks and trade-offs when considering AI applicationsThe role of regulation and transparency in AI interactionsHow to navigate the “build vs. buy” questionThe process of identifying repetitive, rule-based tasks for automation before integrating AI

When it comes to the tech revolution, it’s not all about the coasts or the biggest cities. Although areas like Silicon Valley continue to dominate the headlines and the public imagination, there’s an undercurrent of tech growth and innovation in “Heartland” and “Rust Belt” areas like Ohio.This week, host Lynn Sautter Beal talks with Chris Berry, President and CEO of OhioX, about the vibrant growth of Ohio's tech industry. Chris explains the industry’s historical evolution in the state, its current challenges, and significant breakthrough investments from major companies like Intel and Google.Discussed in this episode:What strategic leadership and groundwork efforts led to multibillion-dollar investments from Fortune 500 companiesThe uniquely collaborative nature of Ohio’s tech industryHow states like Ohio can leverage their geography to further develop their tech industryInitiatives to expose K-12 students in Ohio to skills and careers in tech