In this episode, Christina is joined by Ed Bray, the Head of Collections and Recovery Strategy for Citizens Bank. With over 20 years in the industry and a degree in finance from the University of Tennessee, Ed shares his extensive experience and insights into evolving traditional banking practices.
Ed delves into his career journey, from starting in customer-facing roles at MBNA to leading strategy at Citizens Bank, particularly during its IPO preparations. He provides a unique perspective on the importance of building a passionate, problem-solving team in an ever-changing environment.
The conversation covers the modernization of banking, with Ed highlighting Citizens' approach to creating frictionless customer interactions and leveraging digital tools. He emphasizes the importance of self-service options and using AI to enhance both customer experiences and internal training programs.
Ed also addresses the challenges and strategies involved in competing with fintech companies, stressing the significance of personalized customer relationships. By focusing on customer-centric strategies and robust risk controls, Ed illustrates how traditional banks can remain competitive in a digital age.
Timestamped Overview:00:00 Daily team celebrations and focus on priorities.04:38 Improving customer interaction through data and analytics.08:56 Collections is challenging but critical for banks.12:08 AI can help understand and serve customers.14:36 Excited about advancements in collections technology.16:19 Mutual gratitude expressed in two words.

Ver todos los episodios