Cultivating Diversity: Innovative Strategies for Credit Unions

WEBVTT

1
00:00:02.879 --> 00:00:07.320
You are listening to Leaders in Lending
from Upstart, a podcast dedicated to helping

2
00:00:07.360 --> 00:00:12.960
consumer lenders grow their programs and improve
their product offerings. Each week, here

3
00:00:13.039 --> 00:00:17.559
decision makers in the finance industry offer
insights into the future of the lending industry,

4
00:00:18.039 --> 00:00:22.839
best practices around digital transformation, and
more. Let's get into the show.

5
00:00:26.280 --> 00:00:29.679
Welcome to Leaders in Lending. I'm
your host, Jeff Kelner. This

6
00:00:29.719 --> 00:00:34.880
week's episode features my conversation with Corelinda
Wooden, the chief retail officer at United's

7
00:00:34.880 --> 00:00:40.439
Community Credit Union in Oregon. We
really delve into specifically an approach they developed

8
00:00:40.439 --> 00:00:46.039
in twenty nineteen to target growth in
the Hispanic community around where the credit union

9
00:00:46.079 --> 00:00:49.679
is, and the results they've seen
thanks really fascinating. It's a great example

10
00:00:49.719 --> 00:00:54.359
of what is both a business objective
in the DEI initiative not I think so

11
00:00:54.399 --> 00:00:58.119
often those can be seen as in
opposition, and here really achieving both great

12
00:00:58.159 --> 00:01:02.679
business results and helping a community that
truly underserved by existing products and services.

13
00:01:02.719 --> 00:01:06.519
She really talks through the products,
say had to build, the personnel changes,

14
00:01:06.599 --> 00:01:08.599
the processes, how they went about
building it, what they built,

15
00:01:08.959 --> 00:01:12.719
the results they've seen. It's a
fascinating story. Lots of great advice and

16
00:01:12.799 --> 00:01:17.599
experience that you can learn from and
take advantage of. So I really recommend

17
00:01:17.680 --> 00:01:19.920
this. It's a great story and
I think you'll really enjoy it as much

18
00:01:19.920 --> 00:01:23.719
as I did. So please enjoy
this conversation with Corel, Linda Wooden,

19
00:01:23.959 --> 00:01:26.719
Courlyn and welcome to the podcast,
and thanks for making the time to join

20
00:01:26.799 --> 00:01:30.239
us today. Thank you so much. Jeff, I'm glad to be here.

21
00:01:30.840 --> 00:01:33.719
Yeah, I'm excited for this conversation. I always like to start off

22
00:01:33.719 --> 00:01:36.760
to asking my guests a little bit
about how you ended up here. I

23
00:01:36.760 --> 00:01:38.359
know most of us didn't grow up
dreaming of being in the banking sectory,

24
00:01:38.359 --> 00:01:42.640
at least most people I've talked to
did not, and yet we're all here.

25
00:01:42.079 --> 00:01:45.840
So tell me a little bit about
your career path and what brought you

26
00:01:45.879 --> 00:01:51.200
to where you're at today. Yeah. Absolutely so. I actually had a

27
00:01:51.239 --> 00:01:53.480
friend of mine when I was a
senior in high school that said, Hey,

28
00:01:53.879 --> 00:01:57.120
I just got a job at a
bank down the road, and they're

29
00:01:57.120 --> 00:02:00.239
going to help pay for college.
You should look kin to that, so

30
00:02:00.400 --> 00:02:02.799
lo and behold, That's what I
did. The moment I turned eighteen,

31
00:02:02.959 --> 00:02:07.800
I went and applied for a large
national bank, and started out as a

32
00:02:07.840 --> 00:02:12.719
part time teller and got tuition reimbursement
while I went to college full time.

33
00:02:13.280 --> 00:02:16.680
Then from there it just actually turned
into a career and I started I worked

34
00:02:16.719 --> 00:02:20.479
my way up from you know,
a part time teller to the banker to

35
00:02:20.560 --> 00:02:24.639
the assistant manager branch manager, and
then moved over into the corporate training department.

36
00:02:25.280 --> 00:02:30.319
And from there I found the light
and moved over into the credit union

37
00:02:30.360 --> 00:02:34.439
space as we like to say,
and just continued to grow my career from

38
00:02:34.479 --> 00:02:38.919
there and now I'm a chief retail
officer. So it's been a fun ride

39
00:02:38.960 --> 00:02:42.759
along the way for sure. I
love that it's both a high school story

40
00:02:42.840 --> 00:02:46.039
and like a financial incentives for joining
to like, oh, they'll pay for

41
00:02:46.080 --> 00:02:50.360
college. I'm curious, was there
never a point in college or was there

42
00:02:50.400 --> 00:02:52.960
a point where you want, you
know, I did this thing to pay

43
00:02:52.960 --> 00:02:55.439
for school and now I'm in school, but like I found through my schooling

44
00:02:55.439 --> 00:02:58.599
experience, and that's not where I
want to go back. It's interesting to

45
00:02:58.599 --> 00:03:01.000
me that you start, you know, people launch their careers post college,

46
00:03:01.039 --> 00:03:04.639
and maybe I've heard a lot of
stories about getting an offer and starting in

47
00:03:04.680 --> 00:03:07.800
the industry and just kind of working
their way, but starting pre college and

48
00:03:07.840 --> 00:03:10.479
then sticking with it is an interesting
twist on that story. Tell me,

49
00:03:12.080 --> 00:03:14.120
was there a moment when you said, you know, this was nice that

50
00:03:14.159 --> 00:03:16.240
they paid for college, but I
don't think this is my co when I'm

51
00:03:16.240 --> 00:03:21.800
done or something you suck with the
whole way. Yeah, it's It's interesting

52
00:03:21.840 --> 00:03:25.280
in the sense that at the time, being a young woman, coding was

53
00:03:25.319 --> 00:03:29.319
coming out. It was really popular, and so I thought, oh,

54
00:03:29.439 --> 00:03:32.120
that's going to be something that can
you know, be a good wealth generation

55
00:03:32.240 --> 00:03:37.680
for me in the future. And
so I actually majored in the School business

56
00:03:38.000 --> 00:03:43.400
under Information Systems and Qualitative Analysis,
which is such a mouthful, and really

57
00:03:43.439 --> 00:03:46.759
what it is is it's like all
the IT space, you know, you

58
00:03:46.840 --> 00:03:53.719
learn around networking and database and coding
and business along the way. And I

59
00:03:53.800 --> 00:03:57.159
remember in the middle of the night
trying to code this program and it was

60
00:03:57.400 --> 00:04:00.400
just not coming to me, and
I thought, this is that's not for

61
00:04:00.479 --> 00:04:04.719
me, And so I double majored
at the last minute into management under the

62
00:04:04.759 --> 00:04:10.599
School Business as well. And then
I realized that leading people and developing people

63
00:04:10.840 --> 00:04:15.120
is my JM. That is my
passion, and the financial industry allowed me

64
00:04:15.159 --> 00:04:18.319
to do that, and so here
I am today. All right, that's

65
00:04:18.360 --> 00:04:23.199
great. I had similar moments in
college where I you know where I also

66
00:04:23.279 --> 00:04:27.959
majored in computer science might school called
computer engineering, which is some weird mix

67
00:04:28.040 --> 00:04:30.639
of computer science and electrical engineering.
But I remember something going, I'm pretty

68
00:04:30.639 --> 00:04:32.720
good at this, and I get
it, but like, there's a lot

69
00:04:32.720 --> 00:04:36.279
of people here who are really good
at this, and I'm not those people.

70
00:04:38.720 --> 00:04:41.000
Maybe I need to find a way
to be in the space, but

71
00:04:41.079 --> 00:04:44.439
not trying to compete with those guys, because they just like thought and code

72
00:04:44.439 --> 00:04:46.399
in a way that I never could. So I was like, well,

73
00:04:46.639 --> 00:04:48.399
I go ah, this is really
interesting stuff, but this is not what

74
00:04:48.439 --> 00:04:51.920
I need to do for the rest
of interesting. Well, I wanted to

75
00:04:51.959 --> 00:04:56.600
start our conversation with I think it
was a in twenty nineteen, a strategic

76
00:04:56.720 --> 00:05:00.480
plan around specifically the Hispanic market that
you got has developed. I want to

77
00:05:00.519 --> 00:05:02.519
kind of just understand the history and
genesis of that, because it was to

78
00:05:02.560 --> 00:05:08.199
me a really interesting story and kind
of plays the DEI angle a little bit.

79
00:05:08.199 --> 00:05:10.759
But it's also, I think,
very different than most of the DEI

80
00:05:10.839 --> 00:05:13.839
initiatives I hear about in a number
of ways. So I just would love

81
00:05:13.879 --> 00:05:16.319
to get kind of the background on
what that strategic planning process was, what

82
00:05:16.360 --> 00:05:20.240
the opportunities were, and then we'll
dive into it from there. Yeah.

83
00:05:20.279 --> 00:05:26.759
Absolutely, So when you think back, I had just rejoined the credit Union,

84
00:05:26.879 --> 00:05:30.959
so I had come off of a
stint of being a consultant for five

85
00:05:30.040 --> 00:05:34.120
years. And in that time I
had also worked for Filing Research Institute,

86
00:05:34.199 --> 00:05:39.879
and so I was helping credit unions
launch their IT in lending programs across the

87
00:05:39.879 --> 00:05:43.680
country. And so I had that
background and then I came back to the

88
00:05:43.680 --> 00:05:47.839
credit union and the role that I
have today. And my CEO had also

89
00:05:47.959 --> 00:05:53.560
come from credit unions in California prior
to coming to Unitas, and he had

90
00:05:53.600 --> 00:05:58.079
experience rolling out IT in lending at
his credit unions as well. So together

91
00:05:58.240 --> 00:06:03.560
we already had experience and knowledge and
passion about strengthening the support for the Hispanic

92
00:06:03.600 --> 00:06:11.959
community. And so with that,
we had attended actually a World Credit Union

93
00:06:11.959 --> 00:06:17.160
Council conference in the Bahamas in twenty
nineteen, and one of the action items

94
00:06:17.399 --> 00:06:20.399
our CEO, Stephen Stapp, he
does a really good job at any time

95
00:06:20.439 --> 00:06:25.720
we go to a conference of holding
a debrief session saying what did you learn,

96
00:06:26.040 --> 00:06:30.199
what do we want to apply?
And from there we created an action

97
00:06:30.279 --> 00:06:33.360
plan and we said, this is
a really great opportunity for us to better

98
00:06:33.399 --> 00:06:38.360
strengthen this in the Portland metro area
because we're not seeing a lot of that

99
00:06:38.439 --> 00:06:43.600
today. And so one, it
was a benefit of supporting a market that

100
00:06:43.839 --> 00:06:48.959
hasn't predominantly been supported by large financial
institutions today and so it was a good

101
00:06:49.000 --> 00:06:55.160
business opportunity for our credit union.
And two, it's doing the right thing

102
00:06:55.240 --> 00:07:01.360
and supporting marginalized communities that have not
had the same opportunities as others. And

103
00:07:01.439 --> 00:07:06.800
so from there we knew that this
is something that I always refer to it

104
00:07:06.839 --> 00:07:11.519
as a marathon and not a sprint. If you if you try and sprint

105
00:07:11.560 --> 00:07:15.560
into this, you're going to enter
it in a really disingenuine way. And

106
00:07:15.600 --> 00:07:18.920
we really wanted to build authentic trust
in the community. So with that,

107
00:07:19.279 --> 00:07:26.160
we created a three year strategic plan
and that plan was built into the strategy

108
00:07:26.199 --> 00:07:30.480
for the credit union. It was
something that the leadership team supported and had

109
00:07:30.519 --> 00:07:36.199
buy into, as well as our
board, and so from there that really

110
00:07:36.240 --> 00:07:40.000
started the foundation of our work.
So first of all, I want to

111
00:07:40.000 --> 00:07:42.800
ask to clarify one thing for anybody
who's not familiar, what is an it

112
00:07:43.319 --> 00:07:45.079
lending PERG. I know what it
is, and you know what it is.

113
00:07:45.120 --> 00:07:47.399
But in case our audience members were
not familiar with an iten lending program,

114
00:07:47.560 --> 00:07:50.800
what is that? Yes, great
question, thank you. Yeah.

115
00:07:50.800 --> 00:07:55.319
That is an individual tax ID number, So if you do not have a

116
00:07:55.319 --> 00:08:00.480
Social Security number, you can be
issued an individual tax ID number. Okay,

117
00:08:00.920 --> 00:08:03.279
And then I want to say that
the reason I thought this was such

118
00:08:03.279 --> 00:08:07.639
an interesting story is so often what
we think of is DEI initiatives come out

119
00:08:07.680 --> 00:08:11.639
of HR or out of somewhere,
and they're almost opposite to not opposite too,

120
00:08:11.639 --> 00:08:15.759
but they're kind of totally orthogonal to
business objectives. It's kind of like

121
00:08:15.759 --> 00:08:16.720
we're going to do this thing because
we feel like we should, but it's

122
00:08:16.759 --> 00:08:22.199
not really it's almost a cost center
versus a revenue driver versus a growth driver.

123
00:08:22.240 --> 00:08:24.600
It's like a thing we're going to
do that. Maybe it's some penalty

124
00:08:24.639 --> 00:08:26.279
to the ORG. And I hate
that way of thinking about it because it

125
00:08:26.360 --> 00:08:30.319
is really so much of a business
opportunity. You guys were really looking at

126
00:08:30.360 --> 00:08:33.080
it as this is an opportunity for
growth. This is an opportunity to bring

127
00:08:33.120 --> 00:08:37.440
in new customers or to drive more
business and to do the right thing at

128
00:08:37.480 --> 00:08:41.480
the same time, but not thinking
of it as oppositional to the objectives of

129
00:08:41.480 --> 00:08:43.639
the organization, which I think is
such a such a refreshing approach and such

130
00:08:43.639 --> 00:08:48.519
a more more sensible approach, because
generally you can't sustain things that are in

131
00:08:48.600 --> 00:08:50.639
opposition to the growth of the credit
union, Like you're just not going to

132
00:08:50.679 --> 00:08:54.600
maintain over time, you don't win
that marathon, right, you pull off

133
00:08:54.600 --> 00:08:58.399
to the sime go forget this because
the short term priorities take over. Tell

134
00:08:58.399 --> 00:09:01.600
me a little bit about what the
you talked about the business opportunity, How

135
00:09:01.600 --> 00:09:05.080
did you think about what that opportunity
was quantifying what you thought you were missing

136
00:09:05.120 --> 00:09:07.879
out on or what was out there
to be taken advantage of. How did

137
00:09:07.879 --> 00:09:11.960
you think about what that opportunity looked
like. Yeah, So we partnered with

138
00:09:13.080 --> 00:09:18.200
another amazing support group called Copera,
and Copera supports credit unions in this space,

139
00:09:18.399 --> 00:09:22.679
not only with the Hispanic community,
but multi community or multicultural communities in

140
00:09:22.679 --> 00:09:26.639
general, and they were able to
take a look at, you know,

141
00:09:26.679 --> 00:09:31.240
within a five mile radius of each
of our branch locations today, what is

142
00:09:31.480 --> 00:09:35.720
the current demographic and what is it
predicted to be five years from now,

143
00:09:37.240 --> 00:09:41.799
and so that told us right there
the growth of the Hispanic market was so

144
00:09:41.840 --> 00:09:46.360
significant that it was an easy slam
dunk to be able to show that demographic

145
00:09:46.440 --> 00:09:50.399
data and gain that buy in to
say this is absolutely an opportunity. The

146
00:09:50.440 --> 00:09:54.320
other piece of it is, you
know, in the credit union space,

147
00:09:54.399 --> 00:10:00.519
oftentimes we have a higher average age
of member, and there's always an opportunity

148
00:10:00.559 --> 00:10:05.080
to look for that younger member,
and Hispanic community allows for that opportunity as

149
00:10:05.080 --> 00:10:09.200
well. So not only are you
growing members, but you're growing younger members.

150
00:10:09.480 --> 00:10:11.279
Yeah. I thought that was really
interesting data that came for you because

151
00:10:11.480 --> 00:10:16.159
you're not in the traditional you know, more southern areas where everybody kind of

152
00:10:16.200 --> 00:10:20.200
intuitively expects that there is a high
growth Hispanic population. You know, you're

153
00:10:20.279 --> 00:10:24.840
origin, You're in a place it's
it's not as naturally just go hey,

154
00:10:24.919 --> 00:10:26.679
yeah, of course there's a growing
Hispanic market that you see there, at

155
00:10:26.720 --> 00:10:30.440
least that is not my natural acquatus. It is really interesting that you have

156
00:10:30.519 --> 00:10:33.480
in that data that said even here
we have a really large growing population,

157
00:10:33.519 --> 00:10:37.840
it's not being well served by the
current institutions, are not service as built

158
00:10:37.879 --> 00:10:39.600
for them. So that was to
me a really interesting finding given that you're

159
00:10:39.639 --> 00:10:45.559
not you know where you're located.
Yeah, it's definitely. Data always helps

160
00:10:45.639 --> 00:10:50.080
drive solutions. I always love to
see the data vaque at So talk to

161
00:10:50.159 --> 00:10:52.200
me about like you have a strategic
plan. You see the opportunity, you

162
00:10:52.200 --> 00:10:54.679
know, what's what's step one?
Like, where do you go from there?

163
00:10:54.759 --> 00:10:58.679
What are the things that you do
that you have been doing that have

164
00:10:58.759 --> 00:11:01.879
been effective and serving that. There's
obviously any number of things directions you could

165
00:11:01.879 --> 00:11:05.639
go. Talk to me about where
you went and what was kind of on

166
00:11:05.679 --> 00:11:07.320
the list of to do is when
you say this is an opportunity we should

167
00:11:07.320 --> 00:11:11.159
be chasing. Yeah, I always
said that. Twenty nineteen and really a

168
00:11:11.200 --> 00:11:15.600
little bit of twenty twenty was us
getting our ducks in a row, if

169
00:11:15.639 --> 00:11:18.960
you will. It was just us
understanding how are we currently serving the market

170
00:11:18.960 --> 00:11:24.480
today? What are the products and
services we have? What are the ways

171
00:11:24.519 --> 00:11:28.000
that we can serve them? So, how many Spanish English speaking employees do

172
00:11:28.080 --> 00:11:31.559
we have? And really trying to
figure out, Okay, if we want

173
00:11:31.559 --> 00:11:35.879
to do this, well, what
are the pieces that we need to include

174
00:11:35.039 --> 00:11:39.440
in our pie if you will.
So if you break it out into four

175
00:11:39.440 --> 00:11:43.399
different quadrants you can think of,
you've got your personnel, You've got your

176
00:11:43.440 --> 00:11:48.360
products and services, you have your
your processes, and then you have your

177
00:11:48.440 --> 00:11:54.039
partnerships and promotional opportunities. And so
we were really looking at how do we

178
00:11:54.080 --> 00:11:58.840
want to make sure that we're tackling
all of these because if you don't,

179
00:11:58.919 --> 00:12:01.320
if you go after one and not
the other, you won't be successful.

180
00:12:01.799 --> 00:12:05.679
And there is a specific order that
you have to it as well, right,

181
00:12:05.759 --> 00:12:09.080
so it's like that pyramid. You
have to have your foundation set in

182
00:12:09.200 --> 00:12:13.399
order to continue to grow. And
so for us, it was really understanding,

183
00:12:13.639 --> 00:12:16.519
you know, do we have the
right products and services, And that

184
00:12:16.559 --> 00:12:20.279
came from having actual conversations with the
community to say, you know, what

185
00:12:20.360 --> 00:12:24.000
are the gaps you see today,
understanding in the market, you know,

186
00:12:24.120 --> 00:12:31.480
just by knowing our different local competitors
and other pieces what is out there today,

187
00:12:31.759 --> 00:12:35.720
and then creating adjustment. So for
us, we had item lending already,

188
00:12:37.000 --> 00:12:39.840
but we needed to enhance it even
further. We needed to assess what

189
00:12:39.960 --> 00:12:45.120
is the documentation that we require,
you know, will we allow a matricular

190
00:12:45.200 --> 00:12:48.919
consolar ID for example, So those
are some a couple updates. And then

191
00:12:50.480 --> 00:12:54.399
we also just by having that conversation
with the community when we said what are

192
00:12:54.440 --> 00:13:00.159
some gaps that you see today.
They were able to share that we want

193
00:13:00.200 --> 00:13:03.720
to be able to have a remittance
product essentially, so we want to be

194
00:13:03.759 --> 00:13:07.440
able to send money to our friends
and family overseas with a click of a

195
00:13:07.440 --> 00:13:13.159
button from our phone. So from
that we were able to I did some

196
00:13:13.200 --> 00:13:18.039
research on some different opportunities and then
we formed a partnership with remittly and now

197
00:13:18.240 --> 00:13:22.480
we have over a million that gets
sent out on a yearly basis. And

198
00:13:22.519 --> 00:13:28.519
so that was just a need that
existed to find a way to you know,

199
00:13:28.840 --> 00:13:35.559
conveniently and safely and cost effectively send
money back home. So that was

200
00:13:35.639 --> 00:13:39.039
just an example. And then another
one was you know iten mortgages and our

201
00:13:39.279 --> 00:13:46.080
immigration loan, so iten mortgages are
more rare in the marketplace today. And

202
00:13:46.120 --> 00:13:50.799
then with the immigration loan, we
knew we weren't going to get a lot

203
00:13:50.879 --> 00:13:54.240
of those you know, flooding in
through the door. But what we did

204
00:13:54.320 --> 00:13:56.639
know is that it would help build
that trust in the community to say,

205
00:13:56.679 --> 00:14:01.679
hey know that you're you know,
you're striving to you know, achieve your

206
00:14:01.720 --> 00:14:03.639
American dream if you will, and
so we're going to help you do that,

207
00:14:03.679 --> 00:14:07.759
whether it's getting your foot in the
door with this immigration loan, or

208
00:14:07.799 --> 00:14:11.360
it's literally getting your foot in the
door of your own home with an item

209
00:14:11.440 --> 00:14:13.919
mortgage. Well, let's you start
off with products. What's what's next in

210
00:14:13.960 --> 00:14:18.080
your pyramid? You do a survey, here's the products that people you may

211
00:14:18.320 --> 00:14:22.480
need to improve or or add to
the slate that to serve the community.

212
00:14:22.039 --> 00:14:26.720
You got, you got your four
What's what's next on your pyramid of stack?

213
00:14:26.039 --> 00:14:30.879
Yeah, I would say the personnel
is next. And really you're developing

214
00:14:30.879 --> 00:14:37.279
those products simultaneously while you're working on
recruiting and developing Spanish speaking employees. And

215
00:14:37.360 --> 00:14:41.039
so we actually we did a couple
of things in that arena. One,

216
00:14:41.360 --> 00:14:45.799
you know, we started out with
maybe a handful of Spanish English speaking employees.

217
00:14:45.960 --> 00:14:50.919
Now we have over fifty in just
about four years time. And it

218
00:14:50.039 --> 00:14:54.639
really came down to, you know, getting those connections with our recruiting efforts

219
00:14:54.679 --> 00:14:58.720
and making sure that we were you
know, sending the message out to the

220
00:14:58.799 --> 00:15:03.840
right areas, and then really developing
training that meant the needs when folks came

221
00:15:03.879 --> 00:15:09.679
in. Plus, we also launched
Spanish classes for our English speaking employees if

222
00:15:09.679 --> 00:15:13.720
they were interested in learning, and
so it was a way to just continue

223
00:15:13.759 --> 00:15:16.759
to strengthen it all around. And
I will say, you know, we

224
00:15:16.840 --> 00:15:20.840
sent out so Copera helped us send
out a survey to our employees and our

225
00:15:20.840 --> 00:15:28.559
board initially, and we learned in
that survey that the good news is is

226
00:15:28.559 --> 00:15:31.440
that people weren't you know, there
was a range so people can be in

227
00:15:31.480 --> 00:15:35.639
that you know, I'm rejecting this
strategy range to I'm fully embracing it.

228
00:15:35.919 --> 00:15:39.879
And for us, we started out
we weren't in the rejection, but we

229
00:15:39.879 --> 00:15:43.639
weren't in the fully embraced. So
we started out and it was you know,

230
00:15:43.919 --> 00:15:48.200
we actually were in the comply is
the language of it. It was

231
00:15:48.240 --> 00:15:52.399
the complying range. So and that
was back in twenty nineteen when we sent

232
00:15:52.440 --> 00:15:56.120
the survey and folks said, okay, we read the comments in addition to

233
00:15:56.200 --> 00:16:00.559
the scoring, and the comments were
we don't feel like you know, yeah,

234
00:16:00.639 --> 00:16:03.000
we think this is a great opportunity, but we don't think we're going

235
00:16:03.039 --> 00:16:06.879
to do a good job at it. So we don't have Spanish speaking employees,

236
00:16:06.960 --> 00:16:08.840
you know, so there was just
it was there was concern around how

237
00:16:08.879 --> 00:16:11.519
can we make sure that we do
this well? If we're going to do

238
00:16:11.600 --> 00:16:18.000
this, and then you fast forward
to just last year, we resent out

239
00:16:18.000 --> 00:16:22.000
the survey again and now we're up
to that ninety percent embrace. So all

240
00:16:22.039 --> 00:16:27.759
of your employees and board members are
really embracing this strategy and this culture.

241
00:16:27.799 --> 00:16:33.519
So it's been really exciting, but
it's definitely some work along the way.

242
00:16:33.799 --> 00:16:37.960
Well, it's fascinating because that the
employee concern seemed to mirror the concerns I

243
00:16:37.960 --> 00:16:41.080
think any executive our team running the
product would have, which is like,

244
00:16:41.399 --> 00:16:42.519
it's easy to say you're going to
do it, but then it's hard to

245
00:16:42.879 --> 00:16:48.919
do it well and actually support those
customers in their native language through personnel.

246
00:16:48.120 --> 00:16:52.759
I know you also have to translate
the website in legal documents, and it's

247
00:16:52.799 --> 00:16:56.679
to be pretty complicated to get everything
really fully supportive of a Spanish speaking population

248
00:16:56.720 --> 00:17:00.799
that wants to transact in Spanish.
How was that process for it? I

249
00:17:00.840 --> 00:17:03.840
know that when I've been through companies
that have gone through translation, it always

250
00:17:03.840 --> 00:17:07.079
feels like, I mean, it's
like Google Translate can do ninety percent of

251
00:17:07.079 --> 00:17:08.680
it, right, it should be
pretty easy, and then you peel back

252
00:17:08.680 --> 00:17:12.200
the endie you're like, oh no, it's not that easy at all,

253
00:17:12.440 --> 00:17:15.279
And I think doubly so. And
financial services so tell me a little about

254
00:17:15.480 --> 00:17:21.480
actually being able to provide not just
employee support, but technical support, applications,

255
00:17:21.519 --> 00:17:25.440
experiences, websites in a different language. Yeah, that's a great point

256
00:17:25.440 --> 00:17:29.400
as well. And one of my
mantras that I lead when we do this

257
00:17:29.559 --> 00:17:33.480
is progress over perfection. So we
won't be able. There's some things that

258
00:17:33.559 --> 00:17:37.920
you just cannot perfect overnight, but
you want to continue to show improvement,

259
00:17:38.200 --> 00:17:42.960
and the translation is definitely one of
those areas. So when we first started

260
00:17:42.960 --> 00:17:47.839
this, we had a landing page
that was in Spanish and that was it,

261
00:17:48.319 --> 00:17:51.119
but it was enough to show the
community, hey, here's some products

262
00:17:51.160 --> 00:17:55.000
and services we think that you would
be interested in that you would benefit from.

263
00:17:55.480 --> 00:17:59.359
And we're, you know, continuing
to work and grow and you fast

264
00:17:59.400 --> 00:18:04.720
forward to they Now we have our
website fully translated, and I'm proud to

265
00:18:04.720 --> 00:18:11.119
say we are the first credit union
in the Pacific Northwest to launch a virtual

266
00:18:11.160 --> 00:18:15.720
assistant or a chatbot in Spanish,
and so it just shows that, you

267
00:18:15.759 --> 00:18:18.200
know, we're continuing to evolve and
grow and there's still room to grow.

268
00:18:18.279 --> 00:18:22.480
I mean, we've been doing this
for over four years and we still don't

269
00:18:22.480 --> 00:18:26.240
have everything fully translated, and we
have different side projects to keep it going

270
00:18:26.279 --> 00:18:29.720
along this you know behind the scenes. Yeah, And it does become one

271
00:18:29.720 --> 00:18:32.160
of those burden in a certain way, which is like when you want to

272
00:18:32.200 --> 00:18:34.079
launch a new product, it's like, do we have to for anything new

273
00:18:34.079 --> 00:18:37.200
we want to do a new page, we need to have both versions.

274
00:18:37.240 --> 00:18:41.680
Does it become a slowing down on
any other innovations you want to do that

275
00:18:41.720 --> 00:18:44.640
aren't targeted at that community? Necessarily
we go, oh my gosh, So

276
00:18:44.680 --> 00:18:48.160
everything have to take twice as long
now to get everything reviewed at both languages.

277
00:18:48.160 --> 00:18:49.079
So it's always interesting when you get
there and you go, well,

278
00:18:49.640 --> 00:18:52.319
I mean no, but we want
to we want to fast follow and move

279
00:18:52.759 --> 00:18:57.119
progress over perfection and get there over
time. Right, and today when we

280
00:18:57.160 --> 00:19:00.799
look at that now we not all
are we translating it, but we also

281
00:19:02.119 --> 00:19:06.599
have a firm that helps us with
transcreation. So that's making sure that our

282
00:19:06.680 --> 00:19:11.279
message is not only translated, but
it means what we the intention behind it

283
00:19:11.359 --> 00:19:15.920
exists, and so that's another important
layer I would say to add to the

284
00:19:15.960 --> 00:19:18.440
translation process. It reminds me of
the to ever hear the story about the

285
00:19:18.880 --> 00:19:22.119
you know, they took the Chevy
Nova and they tried to sell it in

286
00:19:22.359 --> 00:19:26.079
Spanish speaking markets without and they left
the name Nova, which roughly speaking means

287
00:19:26.599 --> 00:19:30.240
no go. Yeah, it's a
car market. This is this is that

288
00:19:30.279 --> 00:19:33.319
doesn't work card and nobody bought it, then well why doesn't we buy?

289
00:19:33.480 --> 00:19:36.960
You got to think about these things, right, It's not just a little

290
00:19:37.599 --> 00:19:40.200
You got to think about what's actually
being said and what the meaning is.

291
00:19:40.240 --> 00:19:42.240
So fassing was there? What's the
top? So what we've we've kind of

292
00:19:42.240 --> 00:19:47.359
gone through products and personnel. What's
the last phases for you? Are the

293
00:19:47.480 --> 00:19:49.079
kind of the tip of the pyramid
if you will, Yeah, I would

294
00:19:49.079 --> 00:19:53.039
say it's the promotion piece of it. So the next is you're developing those

295
00:19:53.079 --> 00:19:57.880
partnerships. So for us, we
have a really strong partnership with our Hispanic

296
00:19:57.960 --> 00:20:06.480
Metropolitan Chamber. We signed a memorandum
of understanding with our Mexican Consulate and so,

297
00:20:07.039 --> 00:20:11.119
you know, just finding those partnerships
where folks already have trust and then

298
00:20:11.160 --> 00:20:15.319
that trust can faster translate over to
the credit union and then from there,

299
00:20:15.480 --> 00:20:18.559
it's getting the word out. It's
making sure that you're shouting it from the

300
00:20:18.640 --> 00:20:23.640
rooftops and you feel confident that you're
ready to hit the ground running and execute

301
00:20:23.680 --> 00:20:27.400
well. And so what are the
the highline results, Like, what have

302
00:20:27.440 --> 00:20:32.279
you guys seen as a success from
the reach top of the paramid you're promoting?

303
00:20:32.319 --> 00:20:34.039
What does success look like for you
guys? Is a great story,

304
00:20:34.079 --> 00:20:37.359
but I kin one of the final
chapter, at least another final chapter has

305
00:20:37.400 --> 00:20:40.519
yet to be ridden with the current. That's right. You got to speak

306
00:20:40.559 --> 00:20:41.440
to the heart and the mind,
right, you got to have that data

307
00:20:41.480 --> 00:20:45.720
as well. So when you think
about the data, we've actually seen hot

308
00:20:45.759 --> 00:20:51.440
off the presses as of July this
year, thirty seven percent growth in our

309
00:20:51.559 --> 00:20:56.319
Hispanic community just of members of Unite
US alone. And to see that double

310
00:20:56.359 --> 00:21:02.039
digit growth is pretty phenomenal, and
we're not seeing that across are non Hispanic

311
00:21:02.240 --> 00:21:04.039
you know it is, it is
growing, but not at the same rate.

312
00:21:04.240 --> 00:21:11.279
So that's been really inspiring. We
also have over nearly fifteen million in

313
00:21:11.680 --> 00:21:17.440
iten lending on the books and so
that continues to perform really well, and

314
00:21:17.799 --> 00:21:22.279
you know, from a delinquency standpoint, it outperforms our non it in portfolio.

315
00:21:22.440 --> 00:21:29.079
So we continue to perform well and
do so in a safe and risk

316
00:21:29.119 --> 00:21:30.759
effective way for the credit union.
Well, if that's not a selling point

317
00:21:30.799 --> 00:21:33.920
for the credit unions to hop on
boy, I don't know a single credit

318
00:21:33.039 --> 00:21:37.960
union who wouldn't envy thirty plus percent
growth in any demographic. But to also

319
00:21:38.039 --> 00:21:42.599
have portfolios that are performing better than
your traditional portfolio, that's a pretty that's

320
00:21:42.599 --> 00:21:45.680
astounding, right. Often we think
of those things as trade off. I

321
00:21:45.720 --> 00:21:48.400
can attract the customers, but they'll
be riskier and harder, and you know,

322
00:21:48.440 --> 00:21:52.680
to have customers that are actually performing
very well and growing very rapidly is

323
00:21:52.759 --> 00:21:56.839
kind of like so what everybody's looking
for. So that's a that's a pretty

324
00:21:56.200 --> 00:22:00.319
awesome story. I love it.
Anything else, you know, through a

325
00:22:00.319 --> 00:22:03.000
lot of stuff here on the story. But is there anything I didn't ask

326
00:22:03.039 --> 00:22:04.799
I should have asked about the program
or something we missed? I guess.

327
00:22:04.839 --> 00:22:08.519
I will also say that, you
know, we want to continue to develop

328
00:22:08.759 --> 00:22:14.200
our employees. So not only did
we recruit and hire some you know,

329
00:22:14.240 --> 00:22:17.359
really talented folks, but we want
to continue to develop them along the way,

330
00:22:17.440 --> 00:22:21.160
so you know, we invest in
them. We have through the Hispanic

331
00:22:21.240 --> 00:22:26.680
Metropolitan Chamber, we have Latina Leadership
Program and so that's you know, a

332
00:22:26.799 --> 00:22:32.880
multiple month program where it's actually folks
from across the local community. So not

333
00:22:33.160 --> 00:22:36.799
all our financial institution, in fact, only a handful are so it's just

334
00:22:36.839 --> 00:22:41.519
giving them a well balanced leadership development
growth, which is exciting. And then

335
00:22:41.720 --> 00:22:45.279
there's another partnership that I would be
remissed to not mention, which is with

336
00:22:45.400 --> 00:22:51.160
Inclusive. So that's another partner similar
to Copera that has really helped us and

337
00:22:51.200 --> 00:22:56.640
with Inclusive. In twenty twenty one, we've received our hunto Soavenzamos designation,

338
00:22:57.000 --> 00:23:03.319
which stands for Together We Advance and
it's a designation given to credit unions that

339
00:23:03.720 --> 00:23:08.039
have really been vetted, if you
will, it's you we go through an

340
00:23:08.079 --> 00:23:11.720
assessment to say, here are the
ways that we're serving the community, and

341
00:23:12.880 --> 00:23:17.480
do you feel like we are doing
what it takes to do so in an

342
00:23:17.480 --> 00:23:21.839
effective manner? And so it's a
really proud designation. We were the second

343
00:23:21.920 --> 00:23:26.079
credit union in the state of Oregon
to receive that and now there's four with

344
00:23:26.240 --> 00:23:29.559
many more I'm sure to come.
So it just continues to be a good

345
00:23:29.599 --> 00:23:33.759
partnership. Awesome. You've mentioned a
couple of partners between Copera and Inclusive and

346
00:23:33.799 --> 00:23:37.319
Remittly, it seems like there's been
internal work, but also a lot of

347
00:23:37.319 --> 00:23:41.680
partnerships that you've worked on. I'm
just curious if you have advice for others

348
00:23:41.720 --> 00:23:45.799
looking for partnerships or how you found
the right partners, support that initiative,

349
00:23:45.799 --> 00:23:48.279
because it's a really interesting balance of
the work you're doing internally to build a

350
00:23:48.279 --> 00:23:52.400
new product or support hiring and training
employees in a different way and to translate

351
00:23:52.400 --> 00:23:56.400
the website, and then the partnerships
that you're doing with outside organizations to support

352
00:23:56.400 --> 00:24:00.359
that mission'squant curious how you think about
finding and and making those kind of partnerships

353
00:24:00.359 --> 00:24:04.200
really effective. Yeah, I would
say some of it just comes from industry

354
00:24:04.240 --> 00:24:08.480
experience, you know. So I
had worked with both of those partners when

355
00:24:08.480 --> 00:24:12.880
I was working with Fidline Research Institute, and then my CEO had also worked

356
00:24:12.880 --> 00:24:17.599
with both of them just throughout his
career as well. So so part of

357
00:24:17.599 --> 00:24:19.839
that is just that industry experience.
Part of it is also, you know,

358
00:24:19.880 --> 00:24:25.799
when you go to conferences and you
make those connections, is you network

359
00:24:25.799 --> 00:24:27.960
and you get to know people and
you hear what are you working, you

360
00:24:29.000 --> 00:24:33.680
know who's helping you, what are
you benefiting from and just having those conversations.

361
00:24:33.119 --> 00:24:37.200
And then within the local community,
it's just getting out about and understanding

362
00:24:37.279 --> 00:24:44.000
your communities and knowing who are those
folks that you know are have similar visions.

363
00:24:44.000 --> 00:24:47.119
So when we think about our community
partners, we want to make sure

364
00:24:47.119 --> 00:24:51.519
that we're aligned in our purpose and
our passion and our vision. And then

365
00:24:51.559 --> 00:24:56.279
once you find those and really making
sure that you build those relationships fantastic.

366
00:24:56.480 --> 00:25:00.519
I love it. Well, that's
I think we've I think we've that one

367
00:25:00.519 --> 00:25:03.160
pretty well and we will almost hit
perfectly the time we're aiming for. But

368
00:25:03.400 --> 00:25:07.279
I do have the standard three questions
I like to ask everybody at the end,

369
00:25:07.319 --> 00:25:10.079
So if you don't mind, I'm
gonna throw them at you, not

370
00:25:10.240 --> 00:25:12.599
rapid fire, but one appter the
other. Here. My first question is

371
00:25:12.599 --> 00:25:17.400
always what's the best piece of career
advice you've ever gotten? Yeah, I

372
00:25:17.440 --> 00:25:19.519
would say it's you don't have to
be the smartest person in the room.

373
00:25:21.079 --> 00:25:26.039
Just surround yourself with talented individuals and
the magic will come from there. You

374
00:25:26.079 --> 00:25:30.160
know, I'm a huge believer in
the strength finders, and you know,

375
00:25:30.279 --> 00:25:34.000
following like I said, with my
college career right like, that was not

376
00:25:34.119 --> 00:25:38.039
my strength. So tap into the
areas that make me feel good and I'm

377
00:25:38.160 --> 00:25:42.400
strong at and continue to develop and
grow. And so I would say,

378
00:25:42.400 --> 00:25:47.359
once you do that, then making
sure that you're also reminding yourself along the

379
00:25:47.359 --> 00:25:51.440
way that you need to continue to
develop them and yourself and just be that

380
00:25:51.440 --> 00:25:55.279
that constant learner. I feel like
that's that piece of advice is hardest to

381
00:25:55.319 --> 00:25:59.640
follow as you start getting into management
and leadership, because people feel like when

382
00:25:59.640 --> 00:26:02.440
they're the leader of a team and
they're in the room, like they should

383
00:26:02.720 --> 00:26:04.440
know all the things that the people
in the room know and be able to

384
00:26:04.480 --> 00:26:07.880
answer the question. And I think
it could be really intimidated. I feel

385
00:26:07.880 --> 00:26:08.880
like, but I'm in this room
and I don't know how to answer that

386
00:26:08.920 --> 00:26:11.759
question. But I'm the leader of
the room, and does that mean I'm

387
00:26:11.000 --> 00:26:14.480
that That can be where you start
to feel imposterius from that sense of like

388
00:26:14.599 --> 00:26:17.039
you should feel good that there's people
in the room smarter than you are.

389
00:26:17.240 --> 00:26:19.680
I think is the hardest to tolld
Onto. It's easy when you're twenty two

390
00:26:19.680 --> 00:26:22.319
and you walk for you, I'm
a room flow really smart people. It's

391
00:26:22.319 --> 00:26:23.359
a gram in a good place.
And then it's harder when you're like,

392
00:26:23.400 --> 00:26:26.519
wait a minute, I'm leading all
the people in this room and they're all

393
00:26:26.559 --> 00:26:29.400
smarter than me, and that's intimidating. And that's something where I always want

394
00:26:29.680 --> 00:26:30.640
wait, I have to step back
and go, this is a good thing.

395
00:26:30.720 --> 00:26:33.680
I like this, even if it
is a little bit intimidating for me

396
00:26:33.839 --> 00:26:38.240
individually, particularly the position of leadership. I love that advice. Second question,

397
00:26:38.319 --> 00:26:41.440
what's the best advice you've got?
I'm going to say about the credit

398
00:26:41.559 --> 00:26:44.799
union space. I'm going to say
the banking space, because I know we're

399
00:26:44.799 --> 00:26:47.880
in the we're talking about credit unions
here, But the kind of best industry

400
00:26:47.880 --> 00:26:52.759
advice you've ever gotten? Best industry
advice, I would say, and I

401
00:26:52.839 --> 00:26:56.200
think it would apply probably more.
I'm go back and forth because I did

402
00:26:56.279 --> 00:26:59.599
have about ten years in the banking
and before I made the switch to credit

403
00:26:59.680 --> 00:27:03.200
unions. But it's like risk is
always a concern. We talked about it

404
00:27:03.279 --> 00:27:07.960
earlier in our session, right,
and always if you're ever in doubt,

405
00:27:07.240 --> 00:27:12.240
pilot something that is the best way
to just get things going, get the

406
00:27:12.839 --> 00:27:18.079
kinks work out, and then you
can learn either you fail fast or holy

407
00:27:18.160 --> 00:27:22.400
snops, this worked out really well. Let's go and take it a step

408
00:27:22.480 --> 00:27:26.440
further, Let's invest even further with
it. And I think of that even

409
00:27:26.480 --> 00:27:29.759
when you look at you know,
like our eye tend mortgages, we didn't

410
00:27:29.960 --> 00:27:33.680
just go out there with an uncapped
let's just lend it everybody. You know.

411
00:27:33.759 --> 00:27:37.920
We did so in a prudent way, saying okay, we'll lend up

412
00:27:37.960 --> 00:27:41.279
to you know, x million,
and we haven't quite hit that number yet,

413
00:27:41.480 --> 00:27:45.920
but it allows us to do so
in a way that helps us test

414
00:27:45.000 --> 00:27:48.519
it. And so I would just
say, went end out, pilot it.

415
00:27:48.119 --> 00:27:52.519
Yeah. I love that advice because
I feel like so often the risk

416
00:27:52.559 --> 00:27:56.720
analysis in the financial institition is black
white, yes, no, and it's

417
00:27:56.160 --> 00:28:00.640
done with a almost with the perspective
like what of our whole portolio was in

418
00:28:00.720 --> 00:28:03.400
this kind of category of loan and
you go, well, yeah, we

419
00:28:03.519 --> 00:28:04.880
might not do that, but that's
not what we're suggesting. And the idea

420
00:28:06.000 --> 00:28:08.880
of a pilot or a limited scope
as a real risk mitigent that allows you

421
00:28:08.960 --> 00:28:12.720
to try and learn, I think
is underutilized it too often. We're trying

422
00:28:12.799 --> 00:28:17.400
to take the analysis as that this
is going to be like ninety percent of

423
00:28:17.440 --> 00:28:18.759
your assets are going to be in
this thing, and like what if it

424
00:28:18.799 --> 00:28:22.319
does this risk and that's going to
go what hold on? If we're piloting

425
00:28:22.319 --> 00:28:23.200
it, we're going to learn it. If it does that, then whole

426
00:28:23.240 --> 00:28:26.759
stop. But like let's let's figure
this out before we make a final decision.

427
00:28:26.799 --> 00:28:30.119
And I think that's it. Just
so often I see institutions go too

428
00:28:30.200 --> 00:28:33.559
far the other way and then they
just make it almost impossible to try new

429
00:28:33.599 --> 00:28:37.480
things when they do that, and
I think that's really difficult for folks.

430
00:28:37.480 --> 00:28:41.079
So I love that advice as well. All Right, last one for you,

431
00:28:41.240 --> 00:28:45.400
Corolina, what is one bold prediction
about the future. Well, I

432
00:28:45.480 --> 00:28:48.359
think it's been a hot topic one
not only in the industry but also in

433
00:28:48.440 --> 00:28:52.799
our own household having students right now. But AI, I think, AI

434
00:28:53.319 --> 00:28:59.519
is you know something that it's here, whether some folks are ready to acknowledge

435
00:28:59.519 --> 00:29:02.680
it or not. And I think
it's only going to get stronger and stronger

436
00:29:02.839 --> 00:29:06.799
in our lives and become more predominant. And so when you think about that

437
00:29:07.240 --> 00:29:11.440
in our space, whether it's you
know, financial institutions or credit unions in

438
00:29:11.559 --> 00:29:15.279
general, it's how can we embrace
it versus be afraid of it? And

439
00:29:15.759 --> 00:29:21.000
that's the piece of opportunity. That's
the prediction I think is like those that

440
00:29:21.119 --> 00:29:23.880
embrace it are going to win out
and those that run from it are not.

441
00:29:25.720 --> 00:29:29.319
So I love it now as a
parent, Are you like embracing it

442
00:29:29.440 --> 00:29:32.160
for the utilization of hope. I
will I will say I've told my kids

443
00:29:32.240 --> 00:29:34.440
not to use it, but occasionally
when they ask me for help with their

444
00:29:34.480 --> 00:29:40.079
homework, I got chat gpten seg
how would you solve this problem? And

445
00:29:40.200 --> 00:29:42.119
then I'm like, oh, that's
yeah, it's very helpful for me.

446
00:29:42.359 --> 00:29:45.960
But how do you think about it? You know, on the personal level,

447
00:29:45.119 --> 00:29:48.319
I think it's a tremendous tool,
and I'm kind of curious where you're

448
00:29:48.319 --> 00:29:51.759
at on the using it yourself and
with the family. So that's like it's

449
00:29:51.759 --> 00:29:53.680
a harder distinction, right, and
it's harder to and it makes me wonder,

450
00:29:53.759 --> 00:29:56.599
to be honest, if what the
kids are being asked to do and

451
00:29:56.640 --> 00:29:59.200
go, yeah, it turns out
taking bullet points and turning into a five

452
00:29:59.200 --> 00:30:02.920
page SA just not interesting anymore,
right, Like that's not the skill that's

453
00:30:02.960 --> 00:30:04.920
needed. So I'm very curious how
they're going to change how our kids are

454
00:30:06.000 --> 00:30:10.839
taught based on the availability of large
language models and AI that can do certain

455
00:30:10.880 --> 00:30:12.559
things, not everything, but certain
things that it used to be kind of

456
00:30:12.640 --> 00:30:15.480
like when they used to I feel
like it's when they used to fight the

457
00:30:15.519 --> 00:30:18.200
calculators in school. Going you have
to be able to do it was arithmetic

458
00:30:18.319 --> 00:30:22.720
that like we teach higher order math
now because I don't have to do six

459
00:30:22.799 --> 00:30:26.240
digit numbers multiplied together by hand,
I can just put it in the calculator

460
00:30:26.240 --> 00:30:27.920
and that's I don't think it made
us dumber. It's just we had to

461
00:30:27.960 --> 00:30:30.839
figure out what the next thing to
learn and to teach was tak advantage of

462
00:30:30.880 --> 00:30:33.519
that and then and then allow us
to do new stuff. But I'm curious

463
00:30:33.599 --> 00:30:37.240
your take on it as a parent. Yeah, I think you've said it

464
00:30:37.400 --> 00:30:42.079
quite well actually, And for us
it's always been don't use it as your

465
00:30:42.519 --> 00:30:47.359
crutch. Use it as your tool
to make you even better. So it's

466
00:30:47.440 --> 00:30:52.240
not there to save you per se. You still have to, you know,

467
00:30:52.359 --> 00:30:56.319
bring forward your thought, bring forward
your strategy, and then let it

468
00:30:56.440 --> 00:31:00.359
help you enhance your your content or
your work even further. But don't let

469
00:31:00.440 --> 00:31:03.880
it create it for you. So
that's been our model in our household.

470
00:31:04.279 --> 00:31:07.960
I like it. Well, we're
all navigating this new world together. But

471
00:31:07.200 --> 00:31:11.400
I love the prediction. This is
will be the future for financial services and

472
00:31:11.440 --> 00:31:14.119
the question is who's going to figure
out how to do it well and take

473
00:31:14.160 --> 00:31:18.200
advantage And those institutions are likely to
do better than those that don't. So

474
00:31:18.920 --> 00:31:21.960
wonderful prediction. I agree with you
so on and a lot to ulter into

475
00:31:22.000 --> 00:31:23.559
the fire and bring you back,
but I think that's a great place to

476
00:31:23.640 --> 00:31:26.240
leave it. Thanks so much for
making the time today and joining us.

477
00:31:26.279 --> 00:31:29.759
I really appreciate it. Thank you
so much, Jeff. It's been a

478
00:31:29.799 --> 00:31:34.119
pleasure. Upstart partners with banks and
credit unions to help grow their consumer loan

479
00:31:34.240 --> 00:31:40.480
portfolios and deliver a modern, all
digital lending experience. As the average consumer

480
00:31:40.559 --> 00:31:44.640
becomes more digitally savvy, it only
makes sense that their bank does too.

481
00:31:45.039 --> 00:31:51.759
Upstarts AI lending platform uses sophisticated machine
learning models to more accurately identify risk and

482
00:31:51.880 --> 00:31:56.640
approve more applicants than traditional credit models. With fraud rates near zero, Upstarts

483
00:31:56.720 --> 00:32:02.759
All digital experience reduces manual processing for
banks and offers a simple and convenient experience

484
00:32:02.839 --> 00:32:07.319
for consumers. Whether you're looking to
grow and enhance your existing personal and auto

485
00:32:07.400 --> 00:32:13.799
lending programs or you're just getting started, Upstart can help. Upstart offers an

486
00:32:13.960 --> 00:32:16.880
end to end solution that can help
you find more credit worthy borrowers within your

487
00:32:16.960 --> 00:32:22.240
risk profile. With all digital underwriting, onboarding, loan closing, and servicing.

488
00:32:22.680 --> 00:32:27.960
It's all possible with Upstart in your
corner. Learn more about finding new

489
00:32:28.039 --> 00:32:32.319
borrowers, enhancing your credit decisioning process, and growing your business by visiting upstart

490
00:32:32.359 --> 00:32:38.319
dot com slash four dash banks.
That's upstart dot com slash four dash banks.

491
00:32:38.920 --> 00:32:43.519
You've been listening to Leaders in Lending
from Upstart, make sure you never

492
00:32:43.559 --> 00:32:46.920
miss an episode. Subscribe to Leaders
in Lending in your favorite podcast player using

493
00:32:46.960 --> 00:32:51.240
Apple Podcasts. Leave us a quick
rating by capping the number of stars you

494
00:32:51.279 --> 00:32:53.319
think the show deserves. Thanks for
listening. Until next time.