Leaders in Lending

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

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.

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.

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.

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

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

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.

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.

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.