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How can credit unions improve their marketing and attract new members? Start with a clear brand story, explain the value of member ownership, and deliver an experience that matches the promise. Mark Ritter welcomes Josh Belhumeur, CEO and Chief Narrative Strategist at BRINK, to explore why credit union marketing often plays it safe and what it takes to stand out. Josh shares the thinking behind campaigns for Vantage West and First Commonwealth, including the message, “Banks own you, you own us.” They discuss how risk aversion can undermine growth, why advertising should speak to its intended audience, and how credit unions can build recognition before someone needs a loan or checking account. Josh also explains why useful financial content on YouTube and TikTok can help credit unions connect with younger audiences. Plus, learn about The Future of Credit Unions initiative and its effort to help industry leaders envision a more distinctive, member-focused future. What You Will Learn✅ How to turn member ownership into a compelling credit union brand story. ✅ Why growth goals require leaders to challenge a culture of playing it safe. ✅ How brand building and product advertising serve different audiences. ✅ Why useful content and a consistent member experience strengthen your marketing. Connect with MBFSLooking to grow your credit union’s business lending program? Connect with Mark Ritter and the team at Member Business Financial Services, a credit union-owned business lending CUSO. Visit mbfs.org to start a conversation. Timestamps(00:00) Credit Union Marketing: Stop Playing It Safe (02:03) Meet Josh Belhumeur: From Websites to Narrative Strategy (04:43) This Is Propaganda: Marketing’s Cultural Influence (09:15) Why Credit Union Branding Often Falls Flat (12:47) “Banks Own You, You Own Us”: A Bolder Brand Message (14:12) Does Your Member Experience Match Your Marketing? (16:05) Risk Aversion, Growth, and The Future of Credit Unions (19:01) Defending Bold Creative Through Internal Pushback (23:34) Brand Building, Buying Intent, and Better Content (28:37) Connect with Josh and Explore the Industry Initiative Key Takeaways🔹 Member ownership needs a meaningful story. Explain what the cooperative model means for members and why it should influence their choice of financial institution. 🔹 Growth requires strategic courage. Josh argues that pressure to grow and reluctance to take risks can work against each other. Clear priorities help leaders support more distinctive marketing. 🔹 The experience must support the promise. Advertising can earn attention, but products, service, and everyday interactions need to reinforce the difference your credit union promotes. 🔹 Build familiarity before members need a product. Balance messaging for people actively shopping with brand building and useful content that helps future members remember you. About the GuestJosh Belhumeur is the CEO and Chief Narrative Strategist at BRINK, a creative studio working across branding, storytelling, film, and communications. His credit union work includes campaigns for Vantage West and First Commonwealth. He co-hosts This Is Propaganda and, in this conversation, discusses his work with Better Organizations by Design on The Future of Credit Unions initiative. LinkedIn: linkedin.com/in/belhumeurj Brink: https://www.brink.com/ RESOURCES MENTIONED: MBFS: https://www.mbfs.org/ Mark Ritter - Website: https://markritter.com/ Mark Ritter - LinkedIn: https://www.linkedin.com/in/markrittermbfs

How can a mid-sized credit union grow its lending program while maintaining personal relationships with its members? Tony LaRussa explains how AOD Federal Credit Union combines community involvement, digital banking, and strategic partnerships to expand its lending capabilities without losing its local focus. Tony, Chief Lending Officer at AOD Federal Credit Union, joins Mark Ritter to share his nearly 30-year career journey through collections, consumer lending, mortgages, business lending, and leadership. He explains how beginning his career in collections shaped his approach to risk and helped him recognize potential warning signs before approving a loan. Mark and Tony also discuss AOD’s growth, its new mobile branch serving underserved communities, and the challenge of competing for younger members in a digital-first financial environment. Tony explains how working with MBFS gives AOD access to independent commercial underwriting, documentation, annual reviews, and lending expertise while allowing its internal team to spend more time building relationships and originating quality business loans. What You’ll Learn✅ How experience in collections can help lenders identify potential risks earlier ✅ Why personal relationships remain essential to community banking and credit union growth ✅ How strategic partnerships help mid-sized credit unions expand their lending capabilities ✅ What credit union leaders can do to build productive relationships with examiners Timestamps(00:00) How AOD Federal Credit Union Builds Local Lending Relationships (01:24) Tony LaRussa’s financial services career journey (02:46) How collections experience shapes better lending decisions (03:52) Community banking versus the credit union environment (06:09) Building long-term relationships with business members (08:17 The history and growth of AOD Federal Credit Union (10:28) The challenges facing mid-sized credit unions (11:53) Digital banking, self-service, and consumer lending (13:04) Reaching younger members in small communities (16:12) Building a successful business lending program (17:06) How AOD uses MBFS to support commercial lending (20:18) Working effectively with regulators and examiners (22:23) Auburn football and SEC predictions (25:58) How to connect with Tony and AOD Federal Credit Union Key Takeaways🔹 Beginning a lending career in collections provides valuable insight into loan deterioration, borrower behaviour, and potential warning signs. 🔹 Community financial institutions build loyalty by treating borrowers as neighbours and maintaining personal relationships throughout every stage of their financial journey. 🔹 Outsourcing specialized services such as commercial underwriting, documentation, and annual reviews can help mid-sized credit unions grow without adding significant internal resources. 🔹 Credit unions can build stronger relationships with examiners by responding promptly, demonstrating a clear understanding of their responsibilities, and addressing concerns professionally. About Tony LaRussaTony LaRussa is the Chief Lending Officer at AOD Federal Credit Union. With nearly 30 years of financial services experience, Tony has worked in collections, consumer lending, mortgage lending, branch management, and business lending. He joined AOD to establish its business lending department and now oversees the credit union’s complete lending operation. LinkedIn RESOURCES MENTIONED: MBFS: https://www.mbfs.org/ Mark Ritter - Website: https://markritter.com/ Mark Ritter - LinkedIn: https://www.linkedin.com/in/markrittermbfs

What do the latest business lending trends reveal about the health of the credit union industry? Business loan volume and deposits are growing, but rising delinquencies, regulatory uncertainty, and third-party vendor risk demand closer attention from credit union leaders. In this solo episode of Credit Union Conversations, Mark Ritter shares his perspective on the current state of credit union business lending. He examines the growth in commercial loan volume, larger average loan sizes, increased participation activity, and the rise in business deposits. Mark also discusses why credit unions should prepare for higher delinquencies without panicking, how incoming leaders can introduce change while respecting an organization’s history, and why collaboration remains essential to the credit union movement. He closes with his thoughts on NCUA leadership, vendor oversight, cybersecurity, and the long-term impact of the TruStage cyber incident. What You’ll Learn✅ Why credit union business lending volume has increased significantly year over year ✅ What rising commercial loan delinquencies and charge-offs mean for lenders ✅ How new leaders can introduce change without abandoning credit union values ✅ Why third-party vendor oversight and cybersecurity standards may face greater scrutiny Timestamps(00:00) Credit Union Business Lending Trends, NCUA Concerns and Vendor Risk (01:05) How MBFS supports credit union business lending (03:38) Credit union business lending growth and larger loan sizes (05:51) Participation loans, portfolio diversification, and demand (06:25) Rising commercial loan delinquencies and charge-offs (08:17) The growth of business deposit relationships (09:28) Leadership lessons from college football (12:00) Balancing organizational change with institutional history (15:49) Why credit union collaboration is declining (17:18) NCUA leadership and the need for a three-person board (19:45) Vendor due diligence and cybersecurity concerns (21:44) Mark’s response to the TruStage cyber incident (24:14) Regulatory consequences and industry accountability Key Takeaways🔹 Credit unions funded nearly $24 billion in business loans during the first half of the year, representing an increase of almost 18% year over year. 🔹 Commercial loan delinquencies are rising across the industry, but challenges within a normal business cycle should be managed through preparation and strong portfolio oversight, not panic. 🔹 Leadership changes and mergers are more successful when new ideas are balanced with respect for an organization’s history, people, and cooperative values. 🔹 The TruStage cyber incident could lead to lasting changes in third-party vendor oversight, cybersecurity expectations, and regulatory requirements for credit unions. RESOURCES MENTIONED: MBFS: https://www.mbfs.org/ Mark Ritter - Website: https://markritter.com/ Mark Ritter - LinkedIn: https://www.linkedin.com/in/markrittermbfs

Is this episode with Kirk Drake real or AI-generated? It is real, but the conversation reveals how quickly artificial intelligence is transforming credit unions, CUSOs, fintech partnerships, business lending, and the future of work. Kirk Drake, founder and CEO of CU 2.0, joins Credit Union Conversations host and MBFS CEO Mark Ritter to discuss how credit unions can move beyond experimenting with ChatGPT, Microsoft Copilot, Claude, and other AI tools to become truly AI-first organizations. Kirk explains why artificial intelligence has advanced faster than expected, while many organizations have been slower to rethink their workflows and business models. He shares practical examples of how credit unions are using AI to analyze data, automate subpoena requests, monitor obituaries, improve internal processes, strengthen cybersecurity, and complete projects that once required months of work in only days or weeks. Mark and Kirk also discuss how credit unions can identify credible AI partners, why financial services experience still matters, and how AI could change jobs without eliminating the need for people. Rather than replacing entire teams, AI can help employees become more productive, develop specialized expertise, and pursue opportunities that were previously too expensive or time-consuming. WHAT YOU WILL LEARN IN THIS EPISODE: ✅ How credit unions can move from experimenting with AI to becoming AI-first organizations ✅ Which credit union workflows can be improved through AI agents and automation ✅ How to evaluate AI consultants, vendors, and fintech partners ✅ Why experienced employees and subject matter experts will remain valuable in an AI-driven workplace ✅ How AI could reshape credit union jobs, productivity, member service, and business growth Subscribe to Credit Union Conversations for insights on credit union leadership, AI, fintech, and business lending. Connect with MBFS to explore lending support and growth solutions. TIMESTAMPS: (00:00) Mark introduces Kirk Drake of CU 2.0 (01:06) Kirk’s journey from credit union technology to AI entrepreneurship (03:44) How to evaluate fintech ideas and credit union business opportunities (07:24) Why solving a problem for 20 credit unions can create a viable business (08:27) How quickly artificial intelligence has evolved since ChatGPT launched (11:04) How Microsoft Copilot and AI tools are changing Mark’s daily work (13:07) How CU 2.0 is helping MBFS and credit unions become AI-first (17:22) Real-world credit union AI applications and workflow automation (20:15) How credit unions can evaluate AI vendors and consultants (24:03) Why strong AI partners experiment, build, test, and understand financial services (27:53) Separating useful artificial intelligence from AI slop and fearmongering (29:43) How AI could transform jobs without eliminating the workforce (34:38) Why small time savings can create significant long-term economic value (36:02) How demographics, automation, and robotics could shape the future of work (38:06) How to connect with Kirk Drake and CU 2.0 KEY TAKEAWAYS: 💎 Becoming AI-first requires more than giving employees access to ChatGPT or Copilot. Leadership teams must learn how to ask better questions, rethink workflows, and apply AI across the organization. 💎 Artificial intelligence can automate repetitive credit union tasks, including document collection, data analysis, compliance research, workflow monitoring, and internal reporting. 💎 The best AI partners understand credit unions, financial services technology, regulatory examinations, data security, and the operational realities behind lending and member service. 💎 AI is more likely to change jobs than eliminate work entirely. Employees can use it to become more productive, develop deeper expertise, enter new markets, and solve problems that were previously too expensive or time-consuming. ABOUT THE GUEST: Kirk Drake is the founder and CEO of CU 2.0, a consultancy helping credit unions, CUSOs, and fintech companies navigate artificial intelligence, digital transformation, and technology partnerships. With nearly 30 years of experience in credit unions and financial technology, Kirk has founded multiple credit union-focused businesses and helped launch more than 150 fintech companies. He is also the author of Credit Union 2.0: A Guide for Credit Unions Competing in the Digital Age and FinAncIal: Helping Financial Services Executives Prepare for an Artificial World. Kirk Drake - LinkedIn: https://www.linkedin.com/in/kirkdrakeiii CU 2.0: https://cu-2.com/ RESOURCES MENTIONED: MBFS: https://www.mbfs.org/ Mark Ritter - Website: https://markritter.com/ Mark Ritter - LinkedIn: https://www.linkedin.com/in/markrittermbfs Credit Union Conversations, Mark Ritter, Kirk Drake, CU 2.0, MBFS, artificial intelligence, AI for credit unions, credit union AI, credit union technology, AI workflow automation, AI agents, credit union digital transformation, ChatGPT for credit unions, Microsoft Copilot, Claude AI, fintech partnerships, CUSO technology, credit union innovation, financial services AI, AI governance, credit union cybersecurity, credit union efficiency, credit union leadership, future of work, AI productivity, credit union fintech

Why do 77% of borrowers say loan payment protection provides meaningful financial security, while only 22% have purchased it? According to Alexia Johnson of Securian Financial, the biggest barrier is not a lack of need. It is a lack of trust, understanding, and relevant education during the lending process. Alexia joins Credit Union Conversations host and MBFS CEO Mark Ritter to discuss Securian Financial’s 2026 lending environment study and what it reveals about consumer finances and borrower financial wellness. As rising costs push consumers from trying to get ahead to simply staying afloat, payment protection can help cover loan payments or balances following an unexpected job loss, disability, or death. Yet many borrowers remain skeptical and view protection products as an added sales tactic or junk fee. Mark and Alexia explain how credit unions can close the borrower trust gap by introducing loan payment protection earlier, sharing real-life examples, asking better questions, and tailoring the conversation to each member’s stage of life. They also explore why digital lending still needs a human touch and how financial education can strengthen member relationships while helping borrowers prepare for the unexpected. WHAT YOU WILL LEARN IN THIS EPISODE: ✅ What loan payment protection is and how it can help following job loss, disability, or death ✅ Why borrowers recognize the value of payment protection but often choose not to purchase it ✅ How credit unions can build borrower trust through education, transparency, and real-life examples ✅ How to introduce payment protection earlier without making it feel like an added fee ✅ Why digital lending experiences still need personalized conversations and human support Subscribe to Credit Union Conversations for insights on credit union leadership, AI, fintech, and business lending. Connect with MBFS to explore lending support and growth solutions. TIMESTAMPS: (00:00) Mark introduces Alexia Johnson of Securian Financial (02:32) Alexia’s financial services background and work with credit union partners (03:10) How Securian Financial supports families, consumers, and financial institutions (04:16) What loan payment protection is and how Securian’s lending study works (06:54) Why borrowers have shifted from getting ahead to staying afloat (08:58) The gap between payment protection’s perceived value and actual adoption (10:24) Why skepticism and distrust keep borrowers from purchasing protection (13:15) How real-life examples can make payment protection relevant to members (16:04) Why payment protection should be discussed earlier in the lending process (18:14) Preserving education and human connection in digital lending (19:46) Tailoring payment protection conversations across generations and life stages (20:40) How credit unions can increase trust, education, and product participation KEY TAKEAWAYS: 💎 Borrowers are financially vulnerable. Half of borrowers with active loans could continue making payments for only three months or less after losing their income. 💎 The payment protection gap is rooted in trust. Many borrowers value the product but question whether it truly benefits them or simply generates revenue for the lender. 💎 Credit unions should introduce payment protection early, explain it clearly, and connect it to realistic situations rather than treating it as a final yes-or-no checkbox. 💎 A hybrid approach works best. Credit unions should provide digital resources for independent research and knowledgeable employees who can answer personal questions. ABOUT THE GUEST: Alexia Johnson is the Partner Development Leader for Affinity Solutions-U.S. at Securian Financial, supporting the company’s credit union partners and accounts. She has more than 20 years of financial services experience, including 14 years with Securian Financial. Her leadership experience spans account management, marketing, operations, client partnerships, and customer success. Alexia’s work focuses on building strong relationships and helping individuals and organizations succeed. Alexia Johnson – LinkedIn: https://www.linkedin.com/in/alexia-johnson-22555b11 Securian Financial: https://www.securian.com/ RESOURCES MENTIONED: Mark Ritter – Website: https://markritter.com/ Mark Ritter – LinkedIn: https://www.linkedin.com/in/markrittermbfs Credit Union Conversations, Mark Ritter, Alexia Johnson, Securian Financial, MBFS, state of the consumer, consumer financial wellness, loan payment protection, debt protection, credit insurance, borrower trust, borrower financial wellness, credit union member education, credit union lending, consumer lending, loan protection products, income disruption, job loss protection, disability protection, digital lending, member experience, financial security, financial preparedness, credit union leadership, borrower education, lending strategy

How can credit unions use AI and digital lending tools without losing the human relationships that set them apart? Al Gregory, Chief Lending Officer at Securityplus Federal Credit Union, joins Mark Ritter to explain why technology should support, not replace, experienced judgment in commercial lending. Al shares his path from bank teller to CUSO CEO and credit union lending executive, along with the lessons that shaped his approach to member business lending, credit administration, and strategic partnerships. Mark and Al discuss how a mid-sized credit union can compete in a major market through community investment, local relationships, and service that creates measurable value for members. They also explore AI in loan underwriting, the future of office commercial real estate, changing borrower expectations, and the responsibility credit union leaders carry when lending members' money. What You Will Learn in This Episode: ✅How Al Gregory progressed from bank teller to CUSO CEO and Chief Lending Officer ✅How CUSO experience can strengthen credit union partnerships, governance, underwriting, and member business lending ✅How credit unions can balance digital lending efficiency with personal service and experienced credit judgment ✅Why community investment helps a mid-sized credit union compete in a crowded metropolitan market ✅How AI, office commercial real estate, and changing borrower expectations may shape the lending market Subscribe to Credit Union Conversations for practical insights on credit union leadership, commercial lending, loan growth, and member business lending. Connect with MBFS to explore business lending support, loan servicing, back-office solutions, and credit union partnerships. TIMESTAMPS: 00:00 Mark introduces Al Gregory of Securityplus Federal Credit Union 02:55 Al's career journey from bank teller to credit union Chief Lending Officer 06:03 The history, membership, and growth of Securityplus Federal Credit Union 09:29 How borrower expectations and communication have changed across generations 16:02 How leading a CUSO shaped Al's approach to credit union partnerships and commercial lending 18:31 Balancing digital lending, AI, personal service, and responsible credit decisions 21:16 How community investment helps Securityplus compete in the Baltimore market 24:05 How technology and agentic AI are changing the Chief Lending Officer role 25:29 Al's outlook for office commercial real estate, AI governance, and the lending market KEY TAKEAWAYS: 💎Technology can speed up lending, but experienced people must still understand the borrower, the deal, and the source of members' funds. 💎CUSO leadership experience gives credit union executives valuable insight into governance, collaboration, underwriting, and credit administration. 💎Local visibility is built by showing up through homeownership education, redevelopment projects, and community-focused lending, not only through large advertising buys. 💎Credit unions can use AI as a powerful tool, but they remain accountable for every policy, decision, and outcome produced with it. ABOUT THE GUEST: Al Gregory is the Chief Lending Officer at Securityplus Federal Credit Union, where he leads consumer, commercial, mortgage, and indirect lending strategies. With nearly 30 years of banking and credit union experience, Al has served as a CUSO CEO and credit union executive, helping financial institutions strengthen lending programs, improve operations, and expand opportunities for members. Al Gregory - LinkedIn Securityplus Federal Credit Union - Website RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn

This one starts as a lending podcast and ends as a full-blown rock history lesson. After Ed Marra briefly recaps his professional start in paralegal studies and early commercial lending work, Mark Ritter lets him run with his true passion, classic rock, growing up on The Beatles, Led Zeppelin, and Johnny Cash, then building a career performing Buddy Holly tributes with the blessing of Buddy Holly's own widow. Ed even jammed live with The Crickets and played The Cavern Club in Liverpool. The two dig into why radio consolidation has made it nearly impossible to find new rock bands today. What You Will Learn in This Episode: ✅ How Ed Marra's start in paralegal studies led him into a career in commercial lending ✅ How classic rock and rockabilly shaped Ed's early guitar influences growing up ✅ What it took to get official rights for Buddy Holly Tribute performances from Holly's widow ✅ Why radio consolidation and record labels favor formula over inventive new rock acts ✅ How touring revenue, not record sales, always paid classic rock musicians the most Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: (00:00) Mark introduces MBFS team member and guest Ed Marra (01:08) Ed recaps his professional start in paralegal studies and computer software work (07:35) Mark asks what makes a commercial lending closing smooth versus going off the rails (10:27) The conversation shifts entirely into classic rock music and Ed's guitar influences (13:09) Ed shares how he began performing Buddy Holly tribute shows and met Holly's widow (18:13) Why radio consolidation and formula-driven record labels hurt new rock bands (24:46) How touring revenue always mattered more than record sales for classic rock artists KEY TAKEAWAYS: 💎 Independent Radio Stations used to champion raw, unpolished rock before big networks took over 💎 Ed personally negotiated with Buddy Holly's estate and spoke with Holly's widow for over an hour 💎 Acts like Chuck Berry and Little Richard relied on touring, not records, actually to get paid ABOUT THE GUEST: Ed Marra - LinkedIn RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn Keywords: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Classic Rock Music, Rockabilly, Americana, Buddy Holly Tribute, The Crickets, The Beatles, Led Zeppelin, Radio Consolidation, Record Labels, Touring Revenue, Independent Radio Stations, Chuck Berry

Mark Ritter sits down with Eben Sheaffer on Credit Union Conversations, talking credit union lending. Eben shares his journey from Wall Street finance to CDFI leadership, explaining how working capital financing and adaptive reuse lending are reshaping underserved communities across the country. From a groundbreaking securitization in equipment financing to revitalizing Detroit through impact-driven loans, Eben reveals why credit unions hold a natural edge in accounts receivable financing for small businesses. A candid look at the K-shaped economy rounds out this insightful conversation. What You Will Learn in This Episode: ✅ Why credit union lending gives depositories a natural edge in accounts receivable financing for small businesses. ✅ How adaptive reuse lending is helping revitalize vacant buildings in Detroit while lowering carbon impact. ✅ What the K-shaped economy means for community development and future loan demand. ✅ Why working capital financing remains the biggest unmet need for small business borrowers. Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Eben Sheaffer shares his origin story and unexpected path into community development credit unions 05:51 Consulting work today, including equipment financing and a first-of-its-kind securitization deal 06:56 Adaptive reuse lending and revitalizing vacant Detroit neighborhoods through impact investment 10:19 Navigating volatile interest rates, inflation swings, and the realities of the K-shaped economy 13:03 Running a CDFI in New York City and competing with large banks down the street 20:56 Best opportunities ahead in working capital financing for credit unions and CDFI lenders KEY TAKEAWAYS: 💎Credit union lending thrives when institutions lean into working capital financing and accounts receivable deals. 💎 Adaptive reuse lending offers a lower carbon path to solving housing shortages in cities like Detroit. 💎 Understanding the K-shaped economy helps credit unions serve every segment of their community, not just the top. ABOUT THE GUEST: Eben Sheaffer - LinkedIn Gotham Impact Advisors - Website RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Credit Union Lending, CDFI, Business Lending, Working Capital Financing, Adaptive Reuse, Community Development, Neighborhood Trust, Accounts Receivable Financing, Equipment Financing, Securitization, Interest Rates, K-shaped Economy

What happens when a mid-sized credit union outgrows its comfort zone? Andrew Wilson of Navigator Credit Union joins host Mark Ritter to unpack the strategy behind explosive net income growth, a booming mortgage lending portfolio, and a scrappy new commercial lending division built almost from scratch. Wilson gets candid about surviving NCUA Exams, building trust with regulators, and why CUSO partnerships have become a secret weapon for smaller credit unions competing against the biggest banks in the country. Along the way, Auburn football and Mississippi Gulf Coast living make for a genuinely fun listen. What You Will Learn in This Episode: ✅ How Navigator Credit Union built a thriving commercial lending program through smart CUSO partnerships ✅ Why strong credit union lending yields and low cost of funds drive outsized net income ✅ Practical tips for surviving NCUA exams and building lasting relationships with regulators ✅ How digital banking and mortgage lending growth expanded member access along the Mississippi Gulf Coast Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: (00:00) Andrew Wilson of Navigator Credit Union talks about Birmingham, growth along the Mississippi Gulf Coast and Auburn football (13:29) A discussion on CUSO partnerships and collaboration among credit unions in commercial lending (16:45) Wilson explains how Navigator balances digital banking with in-branch member experience (20:07) The strategy behind Navigator's high net income and impressive credit union lending yields (22:32) Wilson shares his top tips for navigating NCUA exams and building examiner relationships (28:43) Wilson details loan portfolio diversification and strong mortgage lending growth and shares his outlook for the future KEY TAKEAWAYS: 💎 A disciplined commercial lending strategy through CUSO partnerships can turn a small credit union into a serious profit engine 💎 Welcoming NCUA exams as a partnership, not a battle, builds trust and smoother reviews over time 💎 Investing in both digital banking and face-to-face service keeps member experience strong across markets ABOUT THE GUEST: Andrew Wilson - LinkedIn Navigator Credit Union - Website RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Credit Union Lending, Navigator Credit Union, Business Lending, Commercial Lending, CUSO Partnerships, Federal Credit Union, NCUA Exams, Consumer Lending, Mortgage Lending, Digital Banking, Deposit Growth, Loan Portfolio, Credit Risk, Member Experience

From bartending in Estes Park to golf lessons to running a multimillion-dollar CUSO, Michael Nagl's story proves that the best leaders take unexpected roads. He and Mark Ritter dig into mortgage-lending boom-and-bust cycles, why member service still beats automation, and how a niche auto-leasing program now serves credit unions nationwide. They also swap stories about golf at altitude and Estes Park, Colorado. Whether you run lending or just love a great career journey story, this episode of Credit Union Conversation delivers insight, humor, and real talk about building lasting credit union partnerships in a shifting rate environment. What You Will Learn in This Episode: ✅ How credit union lending partners like Centennial balance mortgage rate cycles with steady member service ✅ Why member business loans and commercial real estate lending demand local market expertise ✅ How indirect auto loans and leasing give credit unions a low-delinquency, high-yield product ✅ What separates a true credit union partnership from a simple vendor relationship Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Meet Michael Nagl, CEO of Centennial Lending, and learn about his ties to Estes Park, Colorado 05:10 From bartending to golf pro, Michael's unconventional path into credit union lending 12:19 Managing mortgage lending boom and bust cycles, including the 2023 workforce reduction 16:02 Why member service still wins over automation in today's mortgage lending market 22:56 Inside Centennial's member business loans and commercial real estate lending strategy 29:53 How indirect auto loans and leasing became a niche win for the credit union service organization 37:13 What makes a strong credit union partnership work, plus Centennial's four strategic pillars KEY TAKEAWAYS: 💎 Strong credit union lending relationships depend on communication, discipline, and genuine member service, not just rates 💎 Mortgage lending is cyclical, and CUSOs that absorb the boom and bust protect staff and credit union partners alike 💎 Auto leasing and member business loans give credit unions low-delinquency ways to diversify their lending portfolio ABOUT THE GUEST: Michael Nagl - LinkedIn Michael Nagl - Email RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Credit Union Lending, Mortgage Lending, Member Business Loans, Commercial Real Estate Lending, Auto Leasing, Indirect Auto Loans, Credit Union Service Organization, Centennial Lending, Blue Federal Credit Union, Mortgage Rates

Careers in the credit union industry can take unexpected turns, as Kendall Boyle proves in this episode of Credit Union Conversations. From wedding-planning chaos to underwriting spreadsheets, Kendall’s career path is anything but ordinary. Host Mark Ritter chats with the MBFS portfolio analyst about surviving hospitality burnout, thriving in remote work, and finding calm through animal fostering. Kendall opens up about the emotional side of fostering kittens, the perks and pitfalls of working from home, and why Michigan summers on the lake make the long winters worth it. It's a warm, funny, and honest conversation about building a career that actually fits your life, on your own terms. What You Will Learn in This Episode: ✅ How Kendall moved from event planning and hospitality burnout into mortgage underwriting ✅ Why remote work at a credit union CUSO can support real work-life balance ✅ What it takes to become a foster home for kittens through your local humane society ✅ How credit union careers can lead to meaningful work in business lending nationwide Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Mark welcomes Kendall Boyle, portfolio analyst at MBFS, who shares her origin story 06:24 Kendall describes her career change into mortgage underwriting during the 2020 pandemic 08:52 Kendall discusses the pros and cons of remote work and finding true work-life balance 12:35 Kendall talks about fostering kittens and volunteering with the Capital Area Humane Society 16:44 Mark and Kendall close out discussing Michigan summers, snow belt winters, and MBFS KEY TAKEAWAYS: 💎 Career changes can lead somewhere unexpected, as Kendall Boyle's move from event planning to mortgage underwriting shows. 💎 Remote work isn't just convenient; it can boost productivity and support a healthier work-life balance. 💎 Giving back through animal fostering, such as volunteering with a local humane society, brings meaning beyond the office. ABOUT THE GUEST: Kendall Boyle - LinkedIn RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Credit Union Careers. Business Lending, Remote Work, Underwriting, Mortgage Industry, Foster Kittens, Humane Society, Work Life Balance

What does it take to leave a prestigious law career, join the most hated government program in history, and then launch a fintech startup with no clients, no marketing materials, and no industry relationships? Ian Lampl did exactly that. Host Mark Ritter welcomes Ian, founder and CEO of LoanStreet, to discuss the evolution of loan servicing, commercial lending, and the broader fintech landscape. Ian shares his journey from Wall Street attorney to TARP deputy counsel to entrepreneur, offering candid insight into what it takes to build a company from scratch in the credit union space. The conversation covers how credit union balance sheet management tools have matured and where the biggest gaps remain. What You Will Learn in This Episode: ✅ How loan participation has grown from a niche liquidity tool into a sophisticated balance sheet management strategy that more credit unions are using as a primary resource rather than a last resort. ✅ Why credit unions tend to overestimate charge-off risk while underestimate prepayment risk, and how a stronger focus on total return could meaningfully improve lending program performance. ✅ What sets modern loan servicing platforms apart from legacy systems, and why the complexity of commercial lending infrastructure makes it one of the hardest and most underserved areas in fintech. ✅ How LoanStreet is expanding into private credit, Canadian credit unions, and European markets while deepening its consumer analytics capabilities through a partnership with Experian. Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Mark opens with a look at 2026 lending trends and introduces loan participation expert Ian Lampl 01:44 Ian reflects on his time at TARP, government oversight challenges, and lessons from the 2008 financial crisis 06:18 From law firm to entrepreneur: Ian discusses the risk of leaving a stable career to build a fintech startup, and shares advice regarding starting your own business 12:06 How the loan participation marketplace has grown in sophistication, scale, and frequency across the credit union industry 15:15 Ian explains why credit unions underweight prepayment risk and how focusing on total return improves outcomes 22:28 Inside LoanStreet's commercial loan servicing platform and why modern solutions in this space remain rare 28:31 Ian discusses the upcoming growth expected for LoanStreet KEY TAKEAWAYS: 💎 Loan participation has evolved from a last-resort liquidity move into one of the most powerful balance sheet management tools available to credit unions, with more institutions now using it earlier and at greater scale. 💎 Credit unions consistently overweight charge-off risk while underweighting prepayment risk, and shifting toward a total return mindset could unlock stronger performance across programs like indirect auto and residential lending. 💎 Modern loan servicing platforms for commercial lending are rare because building them requires deep industry knowledge, years of development, and significant fintech investment. LoanStreet is one of the few companies actively closing that gap, with a large R&D budget and updates released every two weeks. ABOUT THE GUEST: Ian Lampl is the co-founder and CEO of LoanStreet Inc., an innovative online platform that helps financial institutions to manage, scale and analyze loans on their balance sheets, connect with partners and effectively share risk. Prior to launching LoanStreet, Ian served as Deputy Chief Counsel for the Office of Financial Stability which implemented the Troubled Asset Relief Program (TARP) for the United States Department of the Treasury. While at Treasury, Ian developed and managed a number of the Treasury programs to stem the financial crisis. For his work, he received the Treasury Secretary's honor award for exemplary public service. Ian is recognized as an industry leader in loan participations and is a frequent speaker at banking, credit union, and financial technology conferences. Before joining Treasury, Ian was an attorney at Cravath, Swaine & Moore LLP, where he focused on commercial lending and securities offerings. He graduated with honors from both University of Chicago Law School and Princeton University, where he received a B.S.E. in Electrical Engineering. LoanStreet - Website Ian Lampl - Email RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Loan Participation, Loan Servicing, Balance Sheet Management, Commercial Lending, Fintech, Loan Origination, Private Credit, Prepayment Risk, Charge-off Risk, Loan Portfolio, Balance Sheets, Transforming Loan Portfolios

Are your current vendor relationships helping you solve real problems or just cluttering your technology stack? In this episode, Mark Ritter sits down with Melissa Kopp, Chief Revenue Officer for the League of Credit Unions and its affiliate Leverage, to discuss how credit union fintech partnerships are shifting from standard product pitching to collaborative problem solving. Melissa shares her insider perspective on how institutions can build a trusted member journey by moving past isolated products and focusing on connected experiences. This conversation delivers practical advice on maximizing conference ROI, evaluating vendor ecosystems, and leveraging the true spirit of cooperation among cooperatives. What You Will Learn in This Episode: ✅ Why shifting from isolated product evaluations to comprehensive ecosystem evaluation is critical ✅ How prioritizing problem solving over aggressive sales tactics drives credit union growth ✅ What fintech disruption means for credit unions trying to build modern experiences ✅ Why focusing on credit union collaboration and shared mission outlasts big bank tactics Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Introduction: Meet Melissa Kopp 03:55 The evolution and footprint of the League of Credit Unions and Leverage 05:09 Vendor connection mistakes and building a trusted member journey 08:06 Shifting from simple product sales to strategic ecosystem evaluation 12:17 Packaging financial outcomes over individual product banking 15:57 Navigating conference networking and driving relationship transformation 19:16 Embracing credit union collaboration and cooperation among cooperatives 23:00 Melissa's practical advice on creating modern experiences for members KEY TAKEAWAYS: 💎 Trust moves slower in the credit union space, which means that long-term relationships matter significantly more than aggressive sales tactics. Credit union leaders must focus on reputation and baseline credibility before jumping straight into product implementation. 💎 Modern evaluation has completely shifted from isolated product testing to a broader ecosystem evaluation that includes integration, data strategy, and cultural alignment. Leaders should avoid duct-taping disconnected apps together because it harms the final member experience. 💎 Credit unions should stop trying to out-bank the commercial mega-banks and instead double down on their mission-driven roots. The ultimate competitive advantage lies in combining seamless digital convenience with trusted, localized relationships. ABOUT THE GUEST: Melissa Kopp, Chief Revenue Officer for the League of Credit Unions. RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Melissa Kopp, The League of Credit Unions, credit union fintech partnerships, modern experiences, trusted member journey, strategic innovation, ecosystem evaluation, Business Lending, Credit Union Growth, credit union business lending, CUSO lending, credit union podcast, credit union loan participation, credit union member business loans, credit union leadership podcast, commercial lending credit unions, credit union succession planning, NCUA compliance, credit union CUSO business lending podcast, how credit unions grow business loan programs, Leverage, cooperation among cooperatives, problem solving, relationship transformation, credit union collaboration

What does it really take to grow a business lending CUSO in 2026? Mark Ritter and Jeff Lyons pull back the curtain on eight years of organizational evolution, honest reflections on artificial intelligence, and where credit union technology is finally delivering results. From Microsoft Copilot upgrades that went from frustrating to impressive, to AI-assisted hiring wins, to the unfiltered reality of conference networking, this conversation is refreshingly direct. If you work in fintech or credit unions and want a perspective grounded in real experience rather than buzzwords, this episode is for you. What You Will Learn in This Episode: ✅ How credit union technology like Microsoft Copilot and ChatGPT has evolved from clunky early tools into genuinely useful platforms for business efficiency inside a growing CUSO. ✅ Why a thoughtful approach to AI adoption paid off for MBFS, including a real example of how updated job descriptions powered by AI led directly to a successful hire. ✅ How portfolio management practices and internal team development have transformed credit union growth at MBFS over eight years of organizational change. ✅ What conference networking looks like today compared to 20 years ago, and why showing up at trade shows is now more about relationships than closing deals on the floor. Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Jeff Lyons reflects on eight years of credit union growth and his evolving COO role 05:14 History of artificial intelligence, from Clippy to ChatGPT and credit union technology 09:44 Honest take on Microsoft Copilot, AI adoption struggles, and real business efficiency gains 14:21 How AI adoption improved hiring via smarter job descriptions and operational efficiency 16:16 The changing reality of conference networking, trade show etiquette, breakfast buffets, and industry trends observations 21:52 Wrapping up favorite conferences and final thoughts on AI adoption in credit union growth KEY TAKEAWAYS: 💎 Artificial intelligence tools like Microsoft Copilot and ChatGPT are no longer aspirational. Teams willing to invest in better prompting and consistent use are delivering real gains in business efficiency right now. 💎 AI adoption works best in small, practical steps. The MBFS team saw direct results when they used AI to sharpen a job posting, proving that credit union technology need not be complex to create a measurable impact. 💎 Conference networking remains valuable for credit union growth, but the purpose has shifted. Today, the goal is to maintain relationships and digital marketing visibility, not to generate new business from the booth floor. ABOUT THE GUEST: Jeff Lyons - LinkedIn RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Credit Union Technology, Artificial Intelligence, Business Lending, Microsoft Copilot, ChatGPT, Financial Technology, Credit Union Growth, Portfolio Management, Trade Shows, Conference Networking, AI Adoption

Credit union strategy takes center stage as Mark Ritter welcomes industry veteran Jay Murray to Credit Union Conversations. From teller to CEO, Jay's path through corporate credit union leadership shaped decades of collaboration within the credit union sector. He reflects on the financial crisis, regulatory gaps, and how shared services helped small institutions survive and scale. Jay also unpacks the importance of succession planning and why the cooperative model remains vital. His long-tail insight: Credit union succession planning strategies are essential for institutions that want to outlast their current leadership. What You Will Learn in This Episode: ✅ How credit union strategy evolves over decades, and why leaders who embrace credit union collaboration and shared services consistently outperform those who go it alone. ✅ What the corporate financial crisis revealed about regulatory oversight and why understanding credit union history prepares today's leaders for tomorrow's risks. ✅ Why succession planning at both the CEO and board level is the difference between an institution that thrives beyond its founder and one that quietly disappears. ✅ How the cooperative model and financial literacy initiatives can position credit unions as indispensable community anchors in an increasingly corporate financial landscape. Subscribe to Credit Union Conversations for the latest credit union trends and insights on loan volume and business lending! Connect with MBFS to boost your credit union’s growth today. TIMESTAMPS: 00:00 Jay Murray's origin story: from forestry dreams to credit union leadership and becoming a teller at a family savings and loan 03:16 The early days of corporate credit union outreach, visiting 1,150 Pennsylvania credit unions 05:34 How Mid-Atlantic Corporate grew through mergers and rebranded as VIZO 08:55 The financial crisis: what regulatory oversight missed and what the NCUA ultimately did 15:33 Building credit union collaboration through myCUservices and RKGO BIG 19:57 Succession planning and forward-thinking board governance determine whether a credit union survives KEY TAKEAWAYS: 💎 Adaptability defines survival. The credit unions and businesses that thrive are those committed to a credit union strategy built on constant movement, change, and a willingness to evolve before circumstances force them to do so. 💎 Collaboration is not optional. Credit union collaboration and shared services lower costs and expand capabilities, yet too few institutions pursue deep cooperation. The cooperative model only works when members of the movement genuinely commit to it. 💎 Plan beyond yourself. Meaningful succession planning at the CEO and board level ensures the institution outlasts any single leader. Community banking relationships and financial literacy efforts give credit unions a purpose that mergers and acquisitions cannot replace. ABOUT THE GUEST: Jay Murray - LinkedIn Business Broker/Intermediary with Murphy Business Sales of Greater Harrisburg, leveraging over 30 years of executive leadership experience to help entrepreneurs navigate critical business transitions. Specializing in business consulting and facilitating successful transactions, I bring practical experience having led multiple successful organizations through strategic transitions. As both a business owner and intermediary, I provide strategic insight and tactical expertise for those looking to buy, sell, or grow their business. Currently serving as President of Julius Gray and Associates, LLC, Principal of Julius Gray Business Services, LLC, and Co-owner of Huntington Learning Center - Harrisburg East, where we help students overcome learning challenges through personalized tutoring and test prep services. Previously served as CEO of Vizo Financial Corporate Credit Union and President/CEO of Mid-Atlantic Corporate Federal Credit Union, where I led organizations serving over 1,000+ credit unions nationwide. Extensive experience in operations management, nonprofit leadership, and sales, with proven expertise in driving organizational growth and optimizing business performance. RESOURCES MENTIONED: Mark Ritter - Website Mark Ritter - LinkedIn SEO KEYWORDS: Credit Union Conversations, Mark Ritter, MBFS, Credit Unions, CUSO, Business Lending, Credit Union Strategy, Corporate Credit Union, Succession Planning, Credit Union Collaboration, Strategic Planning, Financial Literacy, Cooperative Model, Credit Union History, Shared Services, Community Banking, Credit Union Leadership, Financial Crisis