Chartway’s Bet on Branches, Bilingualism, Business Banking, and Tech

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

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