Episodes

  • What Customers Want: Fintech’s Complicated Relationship with Customer Service

    What Customers Want: Fintech’s Complicated Relationship with Customer Service
    Sep 19 2024
    Welcome to What Customers Want, a limited series from the Fintech Takes podcast, hosted by yours truly. In this 4-part series, I’ll be cracking open one of fintech’s most puzzling topics: customer service. And I’ll be joined by Corey Besaw, President of APAC and one of the founders of Ubiquity, a company that knows a thing or two about scaling up a customer service operation. While fintechs are famously customer-obsessed —- from early paycheck access to compliance emails so spectacular they can move regulators —- that obsession hasn’t always extended to customer service. Fintechs love to "engineer around" customer service, but as they compete more directly with banks, this will shift. FAQs and chatbots can’t solve everything. Sometimes, people need to talk about their money, and that builds trust. So, what’s the sweet spot between automation and human touch for fintechs? This series dives into what works and what doesn’t. Over the next four episodes, we’ll explore customer service challenges, from BaaS and Reg E to generative AI, all while keeping in mind the human side of money. In this episode, episode 1, Alex and Corey explore how fintechs and traditional banks approach customer service and what customers actually want when they pick up their phone and try to solve a problem. Highlights include: The hidden costs of customer service and why "cost per contact" metrics can be misleading. The challenges fintechs face as they scale—managing fragmented tech stacks and organizational silos. How fintechs can differentiate by embracing human connection, using tools like generative AI to enhance (not replace) service. Is tech convenience enough, or is the reassuring voice of a real person still king? Tune in to find out. And don’t forget to subscribe and catch more insights on what customers want in upcoming episodes! Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson Follow Corey: LinkedIn: https://www.linkedin.com/in/corey-besaw-8004182/ Learn more about Ubiquity here: https://www.ubiquity.com/
    Show More Show Less
    58 mins
  • S8 E11: Not Fintech Investment Advice: 1: Agree, Revenew, Barq, and in Loving Memory of Tally

    S8 E11: Not Fintech Investment Advice: 1: Agree, Revenew, Barq, and in Loving Memory of Tally
    Sep 18 2024
    Welcome back to Not Fintech Investment Advice, where Simon Taylor and I spotlight new and exciting fintechs, minus the stock tips. First up is Agree. If DocuSign and Stripe had a Gen AI-powered baby, it’d be the e-signature platform Agree. It blends free agreement software with paid invoicing and payments (merging 2 trends: AI-driven law tech with AI-driven finance workflows). Why juggle invoices and contracts when you can reconcile both in one platform? Is this the next big thing in regtech? Next, they dive into Revenew, an all-in-one payment optimization platform for platforms and marketplaces. The platform consolidates payments from various PSPs, tracks metrics and multiple providers to help ramp up profitability. As startups gravitate towards all-in-one solutions and larger firms go modular, where will the future of payment orchestration take us? Simon, fresh from the Saudi desert, spotlights Barq, a Saudi digital wallet that achieved 1M customers in just 21 days, making it the fastest-growing neobank outside China (sorry, Revolut). It’s easy to dismiss Barq as a government white elephant, but Simon challenges that notion. Lastly, they mourn Tally (RIP), a fintech that helped users pay down credit card debt—a problem still surging in the US, and now at an all-time high. Was Tally's pivot from B2C to B2B before shutting down too little, too late, or was distribution the real issue? Plus, they’re manifesting a fintech future where data infrastructure is collaborative. Why is it single-player by default for companies like Plaid or MX, and how might a multiplayer model transform the landscape? Raising the standard of quality for embedded finance infrastructure, Newline™ by Fifth Third is an API platform that enables enterprises to launch and scale payment, card and deposit products directly with Fifth Third Bank. Learn more at newline53.com 00:01:38 - Agree 00:10:09 - Revenew 00:21:12 - Barq 00:30:11 - Tally 00:43:18 - Manifesting Fintech Ideas Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Simon: LinkedIn: https://www.linkedin.com/in/sytaylor/ Substack: https://sytaylor.substack.com Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson Companies featured: https://agree.com/ https://revenew.co/ https://barq.com/ https://www.meettally.com/ [in memoriam]
    Show More Show Less
    1 hr
  • S8 E10: Bank Nerd Corner: Why "FBO" is Out & Fintech Custody Accounts Are In, Rate Cut Buzz, and the FDIC’s New Rule

    S8 E10: Bank Nerd Corner: Why "FBO" is Out & Fintech Custody Accounts Are In, Rate Cut Buzz, and the FDIC’s New Rule
    Sep 11 2024
    Welcome back to Bank Nerd Corner, featuring yours truly and the brilliant Kiah Haslett, Banking and Fintech Editor at Bank Director. First up: Kiah breaks down why "FBO" accounts need a rebrand as "Fintech Custody Accounts" (FCA) to better reflect today’s BaaS landscape. Could this shift in lingo actually improve transparency in managing fintech partnerships? Next, they dive into the Federal Open Market Committee's looming rate cut decision, the first since 2020. With excitement brewing over potential mortgage rate dips, what will the impact be on commercial real estate and shrinking bank margins? How will the rate cut reshape the lending landscape? Finally, courtesy of the Synapse-Evolve Case,they dive into the FDIC's new rule on tighter fintech ledger controls—arguably the most exciting regulatory shakeup you didn’t know you cared about. Plus, how the OCC’s shift toward prioritizing financial health over traditional safety metrics could reshape banking. Are banks ready to monitor financial well-being like doctors track vital signs? Tune in to find out! Raising the standard of quality for embedded finance infrastructure, Newline™ by Fifth Third is an API platform that enables enterprises to launch and scale payment, card and deposit products directly with Fifth Third Bank. Learn more at newline53.com 00:01:03: Call FBOs By Their Name: FCAs 00:07:49: Fed Rate Cuts: Central Bank Showdown 00:28:06 The FDIC’s New Rule 00:49:04 Why Is The OCC So Focused On Financial Health? Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Kiah: LinkedIn: https://www.linkedin.com/in/khaslett/ Twitter: https://twitter.com/khaslett Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson
    Show More Show Less
    1 hr and 28 mins
  • S8 E9: Fintech Recap: Klarna’s “Balance” vs. Banking, Affirm's Resilience, and Niche Neobanks Refuse to Die

    S8 E9: Fintech Recap: Klarna’s “Balance” vs. Banking, Affirm's Resilience, and Niche Neobanks Refuse to Die
    Sep 4 2024
    In this week’s episode of Fintech Recap, Alex is joined by Jason Mikula to dive into the latest on fintech. With BaaS Island quiet, the guys head over to BNPL for some fresh juice. First up, Klarna’s U.S. launch and its new “Balance” feature — despite the hype, it’s not quite banking. In the U.S., “Balance” is more of a wallet within Klarna's app, far from their European banking model. Klarna’s shooting for global banking glory, but the fine print reveals a different tale — more shopping convenience than banking breakthrough. Next, they break down Affirm’s Q4 earnings. Looks like Affirm isn't just riding the BNPL wave — they're hanging ten. The big question: is success in BNPL about flashy growth or building a resilient model? The answer might surprise you. Plus, they dig into broader fintech shifts: Comune’s standout $21.5M raise targeting underserved immigrants alongside Apple’s decision to allow third-party access to its NFC chip. Will these moves change the game or just tweak the status quo? Tune in to find out! 00:06:58 Klarna Buzz vs Klarna Reality 00:19:55 Affirm Affirms Steady, Cautious Growth 00:32:54 Niche Neobanks: The Next Big Thing, Again? 00:41:36 Apple “Kinda” Opens Up NFC 00:51:42 Can’t Let It Go Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Jason: Newsletter: https://fintechbusinessweekly.substack.com/ LinkedIn: https://www.linkedin.com/in/jasonmikula/ Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson
    Show More Show Less
    57 mins
  • S8 E8: Money Talks: What do Gen Z and Boomers Hear?

    S8 E8: Money Talks: What do Gen Z and Boomers Hear?
    Aug 28 2024
    Alex catches up with fintech storyteller Mary Wisniewski, Editor-at-Large at Cornerstone Advisors and host of the podcast Money Isn't Everything. In this episode, they dive into Mary’s latest research on Gen Z's financial habits—spoiler alert: Gen Z is more anxious and open about money than any generation before. From spilling the tea on student loans to salaries on TikTok, Gen Z is reshaping how we talk about money while grappling with social media pressures and major gaps in basic financial knowledge. The conversation also dives into a hot topic at the other end of the spectrum: the rising focus on fintech for the elderly. Fintechs like Charlie are stepping up with products to protect older adults from fraud and financial insecurity. Will this shift be a game-changer? And what can both young and old teach us about the future of money? Plus, they tackle Synapse’s impact on trust in fintech. Are consumers becoming more cautious, or is the lure of instant access still too tempting to pass up? Tune in for a fun, frank discussion on fintech’s future, emphasizing the need for greater empathy, understanding, and innovative solutions to better serve all gens. 00:01:51 - Are the Kids Alright? 00:08:07 - The Gen Z Psyche 00:23:01 - The “Boom” Moment 00:37:16 - Synapse’s Impact on Consumer Trust Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Mary: Listen to the Money Isn't Everything Podcast HERE LinkedIn: https://www.linkedin.com/in/mary-wisniewski-3a7578b/ Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson
    Show More Show Less
    54 mins
  • S8 E7: Not Fintech Investment Advice: Revenir, Summer, Jeff, and Axle

    S8 E7: Not Fintech Investment Advice: Revenir, Summer, Jeff, and Axle
    Aug 21 2024
    In this episode of Not Fintech Investment Advice, Alex and Simon spotlight the latest up and comers solving cool problems in fintech. First up is Revenir, which helps travelers and businesses recover sales tax on their purchases, making rebates happen "automagically" through its API. As a prime "found money" use case for AI, what's Revenir’s long-term strategy? Could a neo-bank leverage this feature as an exclusive advantage? Then, it’s Summer (the product, not the season) which helps grads manage student debt—combining loan repayment and forgiveness into an HR-friendly package. Selling to HR is tough, but is Summer’s recent acquisition the key to dominating this space? Or would a DTC approach be more effective? Next, Jeff (the product, not the person) is expanding credit access for the underbanked in the Asia-Pacific with non-traditional data for detailed credit profiles and scores. With its "FICO 2.0" approach, could Jeff set a new standard in credit evaluation? Plus, Axle automates compliance workflows with AI agents, handling tasks like sanction screening and KYC. Axle offers a clear value prop to firms overwhelmed by regulatory processes, but can their specialized AI scale across different fintech sectors? Finally, Alex and Simon try to manifest their fintech dreams: interoperable payment rails and unified AnnualCreditReport.com but not terrible. 00:02:20 - Revenir 00:15:15 - Summer 00:27:42 - Jeff 00:40:53 - Axle 00:58:03 - Manifesting Fintech Ideas Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Simon: LinkedIn: https://www.linkedin.com/in/sytaylor/ Substack: https://sytaylor.substack.com Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson Companies featured: https://www.revenir.ai/ https://www.meetsummer.com/ https://www.jeff-app.com/ https://www.axleruns.com/
    Show More Show Less
    1 hr and 7 mins
  • Examining the Vicious Lifecycle of Fintech (ft. The Consumer Finance Podcast)

    Examining the Vicious Lifecycle of Fintech (ft. The Consumer Finance Podcast)
    Aug 15 2024
    On this super special bonus ep from The Consumer Finance Podcast, Alex joins Chris Willis and Jesse Silverman at Troutman Pepper to dissect fintech’s volatile lifecycle and its effects on bank-fintech partnerships. Have you ever wondered why a new fintech VC seems to magically appear in the spotlight every 4 to 7 years? The guys explain the technological waves that shape entrepreneurs as they’re dumped into the fintech ecosystem. How do new waves of VCs affect the industry’s ability to innovate? And is there a way to allow wedge operators like minorities and women to succeed (*cough* novel charters *cough*)? Chris, Jesse, and Alex also discuss how to think about existential risks in fintech. Should more robust regulatory frameworks, improved consumer disclosures, and more secure partnerships be at the forefront of fintech’s future concerns? Or were innovation and security never designed to go hand in hand? Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow The Consumer Finance Podcast here. Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson
    Show More Show Less
    37 mins
  • S8 E6: Bank Nerd Corner: What is the BSCA and What Can It Do?

    S8 E6: Bank Nerd Corner: What is the BSCA and What Can It Do?
    Aug 14 2024
    This week on Bank Nerd Corner, special guest and partner at Arnold & Porter, Jim Bergin joins the pod. Having worked for the Federal Reserve for 18 years, Kiah and Alex pry into his legal expertise to get answers to some lingering questions. Jim explains the history and purpose of the Bank Service Company Act, a law enacted in the 1960s in response to the burgeoning technology needs of banks. He explains what the BSCA was originally designed for, and how it has evolved over the decades. Alex, Kiah, and Jim also discuss the recent Supreme Court decision that ended the Chevron deference, as well as a pile of other recent Supreme Court decisions that have the potential to impact banks and fintech companies. Plus, our girl Kiah has some major thoughts when it comes to brokered deposits. We all know that deposits behave differently— so why, in this day and age, is the FDIC still acting like the most important thing it can do is reclassify fintech deposits from non-brokered to brokered? Sign up for Alex’s Fintech Takes newsletter for the latest insightful analysis on fintech trends, along with a heaping pile of pop culture references and copious footnotes. Every Monday and Thursday: https://workweek.com/brand/fintech-takes/ And for more exclusive insider content, don’t forget to check out my YouTube page. Follow Jim: LinkedIn: https://www.linkedin.com/in/james-bergin-6b6b9b5a/ Follow Kiah: LinkedIn: https://www.linkedin.com/in/khaslett/ Twitter: https://twitter.com/khaslett Follow Alex: YouTube: https://www.youtube.com/channel/UCJgfH47QEwbQmkQlz1V9rQA/videos LinkedIn: https://www.linkedin.com/in/alexhjohnson Twitter: https://www.twitter.com/AlexH_Johnson
    Show More Show Less
    1 hr and 6 mins