Episode 18: The Financial Services Industry’s Evolving Relationship With Technology

Paul Siegfried who leads the card and banking business at TransUnion returns to Extra Credit for the third time to discuss what’s ahead for card issuers and consumers in 2024. Paul cautiously forecasts how rates, delinquencies and charge-offs might look by the end of the year; Craig asks what the market can expect to see in terms of unemployment and wage growth; and Josh wants to know how priorities and agendas are looking when broken out by segment. Plus, Josh digs into whether fraud has really evolved (or does it just feel different in this economy?); Craig shares a scheme fraudsters recently tried (and failed) to pull on him; and Paul offers advice to issuers struggling to feel confident in today’s environment. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

TransUnion financial services sales leader Stephanie Donaghy joins this month's podcast to ask Craig and Josh about recent trends in the card market — based on key questions she’s hearing from within the industry. The conversation covers everything from consumer credit health and sentiment continuing into 2024; how consumer spending is impacting balances across risk sectors; and the relationship between utilization and stress. Josh and Stephanie also discuss the right balance of anti-fraud measures within application experiences geared toward younger consumers. Craig speaks to private label card balances being at an all-time high, and Josh weighs in on the drivers and impacts of high delinquency rates and charge-off balances. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

Craig kicks off the last Extra Credit episode of the year with a macro recap of 2023, ranging from the impact of increased interest rates on markets and consumers to economic and geopolitical disruptions to the growing presence of artificial intelligence. Taking a more micro view of the market over these last 12 months, Josh highlights interesting patterns around originations, delinquencies and card balances; discusses lender investments into marketing and fraud programs; looks at capital markets and consumer affordability; and describes the impact and uncertainty stemming from increased regulations. Finally, Craig and Josh look back at some memorable guests and episodes from 2023, and give a peek at what listeners can expect to hear on Extra Credit in the new year. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

SMBC ManuBank CRO Mike Leary joins the podcast this month to discuss the relationship between risk and financial institutions in today’s economic environment. Mike and Craig discuss the lesser-known risks impacting portfolios today, including hidden buy now, pay later loans and credit score inflation. Mike weighs in on positioning a card portfolio in uncertain times; explains why some banks are using credit cards as transactional products; and stresses the need for working tools to properly assess the stability of consumer credit scores. Josh asks for Mike’s opinion on which market innovations hold the most promise or red flags, and Mike ideates on what younger generations of employees can do to be successful in today’s unusual workforce. Plus, Mike thinks back on his time as a collegiate cross country athlete and how a team-oriented mentality has helped positively shape his career. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

TransUnion SVP of Auto, Satyan Merchant, joins Craig and Josh this month to discuss emerging trends within the US auto financing market. We begin with Satyan touching on today’s top auto industry headlines — from supply chain issues and high interest rates impacting consumer affordability to major shifts in market share. Satyan describes how technology-forward dealerships and lenders are modernizing the industry by offering online-to-offline car shopping experiences, and shares how lenders should be thinking about the growing number of credit-active Gen Z consumers. Josh and Craig ask for Satyan’s opinion on the future of vehicle values and supply, and what that means from a credit standpoint; they discuss the return of incentive programs; and Satyan draws comparisons between the auto and mortgage financing markets. *Plus, take a look at the TransUnion study Satyan references in the episode: https://www.transunion.com/lp/impact-of-unsettled-vehicle-values The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

TransUnion Head of US Government Relations, Allison Shuster, returns to Extra Credit this month to discuss the political and legislative activities currently impacting the US financial services industry. Craig and Allison start by discussing the proposed Fair Credit Reporting Act (FCRA) rulemaking process expected to take place later in 2023, whether government partisanship is as challenging as it’s portrayed in the media, and how legislators are turning to the private sector to help inform policy decisions. Next Josh and Allison talk about the major focus areas for regulators that might not be as headline-grabbing, including a politically-stalled federal privacy standard and AI governance concerns cropping up in both the Senate and Congress. Finally, Josh asks Allison how the upcoming presidential election cycle will impact the pace of legislation; they discuss how states are looking at the use and treatment of medical debt on the credit file; and Allison urges listeners to pay attention to the uptick in agency activity (particularly from the CFPB and FHFA) within the housing market. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

Joining Craig and Josh this month is Melissa Koide, Founder and CEO of FinRegLab — a nonprofit organization that tests and researches technology to help inform public policy and advance financial inclusion. Melissa touches on some of FinRegLab’s key initiatives, including the use of cashflow data to predict credit risk and assess populations with limited or no credit history; new research the organization is doing on machine learning algorithms being used in financial services; and a partnership with Kenya’s government, banks and bureaus to determine the optimal data insights needed for credit risk assessing women-owned small businesses. The group also discusses regulatory uncertainties keeping the financial industry from wider adoption of new types of data, and muses over the laws and regulations that could one day surround artificial intelligence and platforms like ChatGPT. Finally, Josh tests Melissa’s Kentucky knowledge with some light trivia about her hometown. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

In this month’s episode, credit union leaders Kaylyn Leese and Michael Kelly join Craig and Josh onsite at TransUnion’s 2023 Financial Services Summit in Chicago. Kaylyn and Michael begin by sharing what they’re excited about within the lending space followed by a discussion of the challenges credit unions are up against — including a competitive market and balancing new technology — as they pursue opportunities to support their members and communities. Our guests then weigh in on the pressure credit unions are facing to deliver high-touch, digital experiences; Josh wonders how each of their credit unions is handling change management initiatives; and the group discusses how automating processes can be very positive for employees willing to take on new skills and grow in their careers. Plus, Craig and Josh are put to the test when Kaylyn and Michael ask some questions in return! Our hosts offer their perspectives on the future of the mortgage industry, as well as explore potential fraud concerns that could arise from growing consumer pressures around immediacy in lending. Finally, to celebrate recording onsite in Chicago, Craig and Josh quiz our guests on some fun Windy City history. The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

This month on the podcast, TransUnion Chief Information and Technology Officer Abhi Dhar joins Craig and Josh to discuss how credit lenders are contending with technology enablement trends in the financial services industry. Josh and Abhi kick the conversation off by examining the global business drivers impacting how organizations — and especially leadership — are thinking about technology. Abhi notes how the pandemic accelerated cloud adoption for many financial institutions, and emphasizes how important it is for business leaders to appeal to engineering talent. Abhi then addresses what lenders can do to better adapt to these significant market changes, and Craig asks Abhi for his opinion on how tech can improve global consumer access to financial services or financial outcomes. Finally, Josh tests our guest’s knowledge of an old favorite band of his: The Chemical Brothers! The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.

After focusing on market forecast trends in last month’s episode, Craig and Josh are diving deeper to examine the competitive dynamics currently facing issuers — and how technology is shaping that competition. They are joined by David Shipper, a strategic advisor at research firm Aite Novarica with expertise in the card and payment space. Josh and David start by discussing the power of convenient payment methods, and how alternative digital payment apps are creating shifts in the market. David points out key customer-centric trends being overlooked by many financial institutions, while highlighting opportunities for banks willing to examine their own internal processes and digital strategies. Josh and Craig then ask David to share his advice for smaller FIs without large tech budgets, and the steps they can take to compete for market share; they discuss the growing number of partnerships between fintechs and banks; and Craig and David discuss banks’ debit card and deposit populations as a source of potential card growth. Finally, David dominates Josh’s credit-themed trivia questions! The information discussed in this podcast constitutes the opinion of TransUnion, and TransUnion shall have no liablity for any actions taken based upon the content of this podcast.