If your member experience is broken, you’re already losing. As fintechs outpace traditional lenders, CEO Omar Jordan of Coviance believes credit unions have a choice: retreat or run toward the fire. In this episode, he shares how Coviance is helping credit unions shift their mindset, embrace their role in the financial intelligence business, and deliver experiences members can’t help but talk about. It's a call to lead with strategy, and to evolve before irrelevance sets in.

Key takeaways:

00:38 – Omar Jordan shares the origin story of Coviance, starting with the run he took towards the fire during Great Recession.

02:30 – Growth isn’t just about rates or products—it’s about the experience. Omar explains why delivering a fintech-like journey fuels organic growth: today’s members talk.

03:49 – A blunt truth: If your member experience is broken, you're irrelevant. Operational efficiencies aren’t optional anymore, they’re required if you want to stay relevant.

05:42 – Don’t tell credit unions what to do—ask them what they want to accomplish. Plus, how Coviance measures success. (It’s more than just speed.)

08:06 – Are they a fintech? A tech firm? Tech-enabled services provider? Omar breaks down where Coviance fits and how their approach sets them apart.

09:18 – With home equity demand rising, fintechs are winning on flexibility and UX. Omar challenges credit unions to shift their mindset from being in the business of managing risk to being in the financial intelligence business.

12:26 – Stablecoin isn’t just a buzzword—Omar explains its potential to reshape how funds are disbursed quickly and securely.

13:52 – From debit cards for HELOCs to new payment options, Omar spotlights some promising innovation in the HELOC space.

16:23 – Everyone’s talking about AI, but few are using it as a strategic multiplier. Omar shares how AI should be used for decision making, not just automation.

18:34 – What’s next for Coviance? More innovation, deeper service, and keeping credit unions competitive in a crowded lending space.

20:03 – The most underestimated trend right now? The sheer volume of fintech lending happening outside traditional institutions—and what it means for credit unions’ relevance.

Resources Mentioned:

Coviance: https://www.coviance.com/

Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.

#CreditUnions #Fintech #22MinutesInLending

Rob Keatts, EVP and Chief Strategy Officer at Chartway Credit Union, joins us to talk about the bold moves Chartway is making—from investing $25 million in branch infrastructure to earning the Juntos Avanzamos designation to better serve Hispanic communities. With a strategy shaped by both data and values, Rob explains how Chartway is using technology, partnerships, and community insight to stay mission-driven and member-focused.

Key takeaways:

01:01 – How Chartway approaches its supportive role of smaller credit unions in a unique way, including M&A and fostering collaboration and knowledge-sharing—especially when small shops have big ideas worth spreading.

02:37 – Why Chartway is investing $25 million in branch infrastructure, and how branches are evolving as centers for education, advice, and connection.

05:42 – The strategic role of branches in Chartway’s deposit efforts and why physical presence still matters in a digital world.

06:58 – Chartway’s intentional focus on serving Hispanic members and how data led them to partner with Coopera and Inclusiv.

10:01 – What it took to earn the Juntos Avanzamos designation: from bilingual staff to cultural fluency, and how Chartway measures success.

13:22 – Launching business banking in 2024 to meet growing demand—especially from Hispanic entrepreneurs—and how a digital platform is part of the plan.

15:08 – Rob’s tech-to-strategy journey, and why Chartway is betting on fintech partnerships to close the innovation gap with big banks.

18:31 – Rethinking credit decisioning with AI: Chartway’s new model aims to say “yes” more often, while guarding against bias.

20:19 – Navigating delinquency trends: Rob shares the latest data and where things are starting to stabilize.

21:41 – Why now is the moment for credit unions to double down on their mission—and how Chartway is staying anchored to its purpose.

Resources Mentioned:

Chartway Credit Union: https://www.chartway.com/

Coopera Consulting: https://www.cooperaconsulting.com/

Inclusiv: https://inclusiv.org/

Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.

#CreditUnions #Fintech #22MinutesInLending

Whether it’s cybersecurity, liquidity, or finding the right fintech fit, credit unions are navigating a complex landscape with limited resources. Steve Willis explains how LEVERAGE connects nearly 900 credit unions with tailored solutions that don’t just plug holes—they drive meaningful, measurable progress.

Key takeaways:

00:49: Steve explains the role LEVERAGE plays within the credit union system and how it supports growth, innovation, and even advocacy.

03:00: How LEVERAGE identifies the right partners by tuning into credit union pain points and staying close to fintech and financial industry trends.

04:57: The kind of support credit unions need in times of uncertainty—and how LEVERAGE helps deliver it.

06:12: Finding the sweet spot between digital-forward innovation and the relationship-driven values credit unions are built on.

07:50: Helping credit unions navigate a crowded marketplace of fintechs, vendors, and service providers to find what truly moves the needle.

11:57: Why size doesn’t limit opportunity—and how smaller credit unions are getting tailored, hands-on support.

13:07: The growing responsibility of boards to stay engaged in the rapidly evolving fintech landscape.

14:29: Cybersecurity hasn’t fallen off their radar; credit unions just need guidance on effective yet affordable ways to protect themselves.

17:46: Exploring liquidity challenges and the solutions LEVERAGE is surfacing to help credit unions adapt.

19:03: How LEVERAGE is rolling up its sleeves for small credit unions—offering the right mix of modern tools and practical, proven approaches.

Resources Mentioned: https://myleverage.com/ - LEVERAGE

Thanks for listening to the 22 Minutes in Lending podcast. If you enjoyed this episode, please leave a 5-star review to help get the word out about the show and be sure to subscribe so you never miss another insightful conversation.

#CreditUnions #Fintech #22MinutesInLending