Aug. 6, 2025
Inside the Credit Union Managing 50+ Lending Tech Partnerships
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.
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Hey everyone, and welcome back to another episode of Leaders
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in Lending. I'm your host Drew Megory, joined today by
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Bill Clancy, the vice president of consumer Lending at Advia
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Credit Union, roughly three and a half billion dollar asset
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size credit union based in Kalamazoo, Michigan. Bill, Welcome to
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the podcast and thanks for making the time to join
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me today.
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Yes, certainly, Drew appreciate the invite.
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So Bill, to kick things off. I always love to
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start the podcast with the how did you get their?
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Type of question, because everyone's path into financial services, of course,
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is a little bit different. So can you tell us
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one what first drew it into the financial services space?
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And then on top of that, what did the journey
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look like as you kind of progressed your into your
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role today at ABA?
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Sure thing, So a little bit of an interesting story.
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I've watched some of the prior Leaders in Lending podcasts
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and seems like a lot of folks kind of backed
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into our industry or their role, and that's not the
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case for me. So growing up, I had parents that
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were in sales and marketing, and so I always envisioned
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myself going into business. And I was also a very
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curious kid that liked to read a lot because I
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wanted to know how things fit together. So I would
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read the Wall Street Journal, I would read consumer reports.
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And you're talking about like being a ten or twelve
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year old, right, So I think the business track was
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always my path. So I went to college, studied finance
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and economics, and upon graduation got into consumer lending. And
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twenty five plus years later, it's been a mix of
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retail delivery and consumer lending. I've always worked with community
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financial institutions, either large credit unions or medium sized community banks,
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and I've been with Advia now for the last two
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years in this role as vice president of Consumer Lending,
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which for US represents indirect direct fintech partnerships and the
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whole amit of consumer lending products heylock, credit card, personal loans,
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auto loans, etc.
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Awesome. Well thanks for that, and yes, you're right that
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the majority of our guests wanted to be doctors, lawyers,
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and or firefighters police officers, but for some reason they
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decided to go the financial services route. Which I've often
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heard too that once you start that route, it's very
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hard to get out of it. So once you're in
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the space you're kind of stuck. But thanks for that. Bill,
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let's shift gears and kind of really start our conversation
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and for the listeners, our conversation today is really more
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or less around technology at the forefront. It's of course
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really no secret that technology is fundamentally changing the way
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that we lend, the way that we interact with of
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course with our members, and really anymore how we structure
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our strategies. Right, So, Bill, from your perspective, one, what's
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been the biggest technological advancement or shift that's had a
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direct impact on your lending strategy today?
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Yeah, it's really interesting. So my journey I mentioned, I've
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been doing this for twenty five plus years, and as
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technology has evolved in all aspects of our lives, but
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specifically in financial services, I feel like today we've almost
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become these aggregators or curators of technology platforms. So ADVIA,
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just on the consumer lending side, we have roughly fifty
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different technology systems and partners that we have and that's
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just in lending, So you across the entire org, there's
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one hundred plus different technology services and platforms. And I
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think that's really interesting because if you were to ask
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the consumer, you know who they bank with and who
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provides their technology. For folks that our clients here, they
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think it's advia. They don't realize that there's all these
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partners on the back end, like an upstart or Jack
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Henry or five Serve. And so I think, first and foremost,
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it's understanding that our role has evolved in terms of
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being a credit union and being able to curate that
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member experience and how can we reduce friction. So I
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think to sum it up or to answer your question,
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i'd say, you know, it's about being very smart and
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intentional in terms of the products, the systems, and the processes.
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Because the consumer expectation has changed today and a lot
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of that is due to the fang companies Facebook, Apple, Amazon, Netflix, Google,
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right like, there is the expectation of twenty four to
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seven availability, low friction, what I want, when I want it,
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the way I want it delivered, and so expectations are
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high and we need to raise our game to that standard.
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So for me, for us, it's being thoughtful and intentional
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again about the partners that we choose and then also
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trying to integrate those so that it's low friction and
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a great number experience.
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Yeah, that's let's kind of build off that, Like you
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already outlined, consumer expectations of course have evolved alongside you know,
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many different innovations. They don't really know that advia has
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a lot of stuff in the background. Members want that
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twenty four to seven type of access digital experience. Don't
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want to go into a branch as much. They want
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to click some buttons and really simplicity across almost every
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touch point as it pertains to lending and then of
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course on deposit side, so on and so forth. But
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how has advia responded one to these trends and like
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what types of strategies have you implemented and or found
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most effective in kind of meeting those rising expectations.
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Yeah, it's a mix.
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It's it's realizing that for as much as technology now
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integrates all aspects of all our lives, you know, relationships
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still matter. I just saw yesterday there's an article about
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Wells Fargo is kind of leaning back into a branch
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expansion because they realize they need to be present, they
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need to build the relationships. And there's certain transaction types
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and certain demographs that still want the face to face
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and they want to be walked through the process. They
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expect that they need that, and so you know, if
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you want to call that high tech, high touch brick
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and click like, you know, however you want to describe
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it like, that's paramount for us in terms of well
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slick online digital experience is a must, but you also
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need to have the high touch service as a must
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as well. So there's so many different ways that can present,
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you know, in terms of well staying mindful of geographic
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proximity to your members and what's the experience when they
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go in person and making sure that it's unique and
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memorable and differentiates from the competition, and that also has
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to be present on the digital side as well. So again,
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expectations are higher than ever and we need to raise
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raise our game to meet those expectations.
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On that too. Like you think about there's different persona,
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there's different age segmentation. Have you really seen an adoption
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whether it be by either of those two examples of
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like specific tools that your members are using to have
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the more digital type experience. Are you seeing more of
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the larger or the older age segmentation kind of shift
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more to a digital type of experience, or is there
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anything that's really like stood out. That's outline. You know,
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success in this type of measurement, no.
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Good question, fair question.
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And I think are our data reveals what you would
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intuitively think in terms of the younger folks are going
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to figure it out on their own and adopt it
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more quickly and need less help. Yeah, I think what's
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less intuitive is some of the older demographics they want
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to use these services, but they need help understanding it
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right because they're used to calling their grandchild and having
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them you know, walk them through it or you know,
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set it up for them when they're visiting their grandkids,
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but they can't constantly do that. So you know, we've
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seen success with having our financial services specialists in our branches,
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you know, walk folks through establishing mobile banking and doing
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mobile check deposit for the first time, accessing their credit
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report through our Savvy Money partnership, and it's almost this
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light bulb moment of hey, I can do it on
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my own. They realize that, but they need to be
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shown or they want to be shown the first time,
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and so that's a key realization for us. And then
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it's trying to tailor the message to that user and
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make sure they know that that is available to them
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and that increases engagement.
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So would you classify that your overall digital engagement has increased,
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whether age segmentation is a derivative of the maybe not
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adoption of it, or if you're kind of seeing kind
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of a flatline and adoption of digital versus non digital.
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No, adoption continues to grow, but there's there's less room
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for it to grow in the younger demographics. So we're
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seeing bigger pickups in the older demographics, but only because
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there was more opportunity there.
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So, thinking about just technology from a holistic view, I
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assume everyone listening into this podcast is leveraging technology and
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some facet as part of their lending strategy, part of
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their personal life. Right, But technology, I don't know next year,
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five years, ten years, I don't know what the what
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the age gap here is is going to continue to evolve,
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Like you think about what the iPhone is today compared
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to what it was in six and seven. In your view,
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do you have any sense of what the biggest trends
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or innovations are on the horizon in the next five
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ten years and how it pertains to the lending space.
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That's a deep question, and you know what I wish
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I could I could predict that with accuracy. But you know,
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we think about that, we talk about that, and I
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think the trends and if you look at consumer expectation
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and demand for low friction experience and digital and then
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you also look at just the prolification of data that's
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available on us today. I mean, you could go out
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drough and google yourself and you may be surprised how
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easy it is to find out so much about you
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within a matter of a few seconds. And so from
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the lending side, at what point do we or how
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long does it take to get to the point where
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load applications are essentially a thing of the past because
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identity verification, income verification, asset verification, all these things are
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going to be automated in instant where it's almost gonna
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be like placing a fast food order through an app. Right,
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I mean, you need a loan, I'm sure there'll be
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some type of platform you go in, you know, scan
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your finger or scan your retina or some voice biometric
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and it's gonna instantly share your information with a pool
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lenders and within seconds you'll have a preapproved loan offer,
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whether it's for a credit card auto loan, So I
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we're gonna get there. And all these tools separately exist today,
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but like who's going to pull them together, and how's
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that going to get pulled together, and how are the
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lenders going to compete on those platforms? So I can
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envision that happening within the next five years where it's
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less and less of a one to one relationship, but
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it's it's more just consumer goes out, clicks a button,
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I want a loan, and instantly they have four or
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five six offers and they really don't have to provide
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any documents or do any work for that to come
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to them.
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Yeah, that would be amazing. I don't know about retina
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scan timing. That would be an interesting, interesting way of verification,
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but I mean you already do it when you go
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through an airport, so it's not something off the table.
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Thinking about though, of technology that is available today that
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is small in nature from an adoption perspective, thinking of chat, GPT,
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thinking of gen AI type of solutions, Do you have
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any consensus of how these types of AI tools and
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technology are going to be integrated not only within lending,
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but maybe within your organization, your personal space, so on,
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and so forth to make things more efficient on top
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of kind of the verification stuff that you outlined in
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the you know, the further advancement of the approval process.
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Yeah, short answers, No, we don't. But another topic we're
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frequently thinking about talking about, you know, for us today,
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we're we're more recently getting into AI decisioning for all
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the loans that we do. You know, that's something that
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Upstart does. It is an expert with and we appreciate
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that expertise that we can lean into as we design
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our strategies around it. But we're we're getting into that ourselves.
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But bigger picture, when you start to talk about AI,
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all the use cases aren't defined yet within our space,
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and so we're figuring we're still trying to define and
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figure out what are those risks, what are those use cases,
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how can we gain benefits? What's the ROI in terms
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of focusing effort in particular areas. So we've got our
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toes in the shallow end in several different areas. Right,
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So we're starting to do more with our phone systems
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and whether it's voice authentication or having AI agents that
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can provide twenty four to seven availability via phone for
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phone banking type tasks of checking balances, seeing if checks
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have cleared. That's a that's low hanging fruit, right, that's
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a pretty easy one. Or how can we use AI
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to automate some data entry tasks that relate to indirect
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loan funding. So there's there's a lot of small steps
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