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/
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