In this episode of The Bank Tellers, we sit down with Erin Crawford, VP and Head of Consumer Digital - Payments and Money Management at Fifth Third Bank. Erin shares her insights on how Fifth Third Bank is redefining customer experiences through innovative digital solutions, strategic fintech partnerships, and a steadfast commitment to community banking.

From gamifying fraud awareness with Smart Shield to offering free wills through a groundbreaking partnership with Trust and Will, Erin reveals how the bank is staying ahead in a rapidly evolving financial landscape.

Plus, we dive into the future of retail banking, the role of AI in streamlining processes, and the balance between frictionless experiences and customer security. Don’t miss this engaging conversation with one of the industry’s leading voices!

Fifth Third Bank - https://www.53.com/
Trust & Will - https://trustandwill.com/
Smart Shield by Fifth Third - https://www.53.com/content/fifth-third/en/personal-banking/digital/smart-shield.html

Follow Erin: https://www.linkedin.com/in/erincrawford1/

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Dive into the latest episode of The Bank Tellers podcast, where host Sheryl Chen sits down with Usman Arif, Senior Vice President of Global Network Services, APAC at American Express. Together, they explore the fast-paced payments industry, uncovering how Amex balances premium positioning with scale, builds impactful partnerships, and prepares for the future of financial services.

Key Takeaways:

• American Express successfully balances its premium brand identity with the need for scale in cost-sensitive markets.
• Long-term partnerships are key to Amex’s strategy, enabling collaboration with banks, fintechs, and acquirers to deliver tailored products.
• Competitive markets like India require unique approaches, including partnerships with local banks to issue products that resonate with customers.
• Agentic commerce is predicted to drive major shifts in payments over the next decade, with Amex leveraging AI and machine learning to stay ahead.
• Banks and financial institutions must innovate, adapt, and make strategic choices to remain competitive in the evolving financial landscape.

American Express: https://www.americanexpress.com/

Follow Usman: https://www.linkedin.com/in/usman-arif1/

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In this insightful episode of The Bank Tellers, we sit down with Kilian Thalhammer, Managing Director and Global Head of Merchant Solutions, Fintech, and Platform Sales at Deutsche Bank. Kilian shares his journey from Wirecard to Deutsche Bank, offering a behind-the-scenes look at the complexities of managing global banking operations, product innovation, and fintech partnerships.

Discover how Deutsche Bank strategically re-entered the acceptance space, the challenges of integrating new products into a traditional banking culture, and the importance of curiosity and adaptability in hiring and leadership. Kilian also dives into the evolving role of regulation, the unique needs of tech giants like Mastercard and TikTok, and his approach to balancing impatience with the realities of large corporate structures.

Deutsche: https://www.db.com/

Follow Kilian: https://www.linkedin.com/in/kilianthalhammer/

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In this special episode of The Bank Tellers, recorded live at Money20/20 Europe, we sit down with Marianne Demarchi, Chief Executive Europe and Global Securities, to explore the cutting-edge innovations shaping the financial industry.

From the challenges of bridging Web2 and Web3 to the transformative potential of tokenization and digital assets, Marianne shares her insights on the future of cross-border payments, interoperability, and the evolving role of Swift in a fragmented global economy.

Note: At the time of recording, Marianne was Chief Executive of EMEA at SWIFT. She has since transitioned to a new role, Chief Executive Europe and Global Securities

Discover how Swift is driving change, fostering collaboration, and ensuring resilience in a rapidly transforming financial landscape. Plus, hear Marianne’s leadership advice, her vision for the next 50 years of finance, and her thoughts on the biggest challenges facing the industry today.

Swift: https://www.swift.com/

Follow Marianne: https://www.linkedin.com/in/mariannedemarchi/

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We're back with another Credit Union Special, and are honored to have of The Dietrich Kuhlmann, President and CEO of Navy Federal Credit Union back on as our guest!

It was truly an honor to sit down with him again at Money20/20 USA, and to pick the brain of the man leading the #1 credit union in the United States.

From groundbreaking technological advancements to unwavering commitment to members, Dietrich shares insights into Navy Federal’s unique approach to leadership, innovation, and trust-building. Discover how this 92-year-old institution continues to thrive, adapt, and inspire in a rapidly evolving financial landscape.

Don’t miss this exclusive conversation with the leader of an organization that serves over 15 million members and stands as a beacon of purpose-driven growth.

Key Takeaways:

• How focusing on people and trust drives success at Navy Federal.
• Insights into Navy Federal’s transition to real-time banking and augmented intelligence.
• The importance of purpose-driven values in maintaining loyalty and growth.
• How upskilling and reskilling employees ensures organizational resilience and professional development.

Navy Federal Credit Union

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In this episode of The Bank Tellers, we are joined by Lee McNabb, Head of Group Payment Strategy at NatWest, who shares his incredible journey through the financial sector. From humble beginnings in a working-class family to leading innovative projects at one of the UK’s largest banks, Lee offers a unique perspective on the dynamic world of banking and payments. With over a decade of experience spanning products, assets, liabilities, risk, and policy, Lee reveals how embracing curiosity, leveraging networks, and staying true to oneself can pave the way for success in a constantly evolving industry.

We also delve into the critical need for financial education, the challenges of fraud prevention, and the future of innovation in banking. Whether you're a finance professional or simply curious about the industry, this episode offers a wealth of knowledge and actionable insights.

Key Topics Covered:

• How diverse roles in banking keep the industry fresh, exciting, and challenging.
• Why starting financial literacy early is crucial for life’s big decisions.
• Balancing customer autonomy with proactive fraud detection in the digital age.
• Exploring open banking, embedded finance, and tokenized DLT-based solutions at NatWest.
• Leveraging networks and finding common ground to foster trust and collaboration.
• Why stepping out of your comfort zone drives success in finance and beyond.

Tune in to hear how humanity, curiosity, and innovation intersect in the world of banking and payments!

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In this episode of The Bank Tellers, we sit down with Shailesh Baidwan, Group President and Co-Founder of Maya Bank, to explore how this Philippines-based digital bank is transforming financial services in Southeast Asia. With over 7,000 islands and a population of 110 million, the Philippines presents unique challenges and opportunities for financial inclusion. Shailesh shares Maya Bank's journey from a payments platform to becoming the country's leading digital bank, achieving profitability in record time, and driving innovation with AI and bespoke technology. Discover how Maya Bank is empowering the unbanked, unhappily banked, and micro-enterprises with seamless digital solutions, and learn valuable insights for aspiring entrepreneurs in the fintech space.

Key Highlights:

• The importance of financial inclusion in the Philippines and Maya Bank's mission.
• How Maya Bank achieved profitability within two years of launching.
• Leveraging AI, data science, and bespoke technology to create a customer-first experience.
• Advice for fintech entrepreneurs navigating growth, innovation, and regulation.

Tune in to hear how Maya Bank is reshaping the future of banking in Southeast Asia!

Maya Bank: https://www.mayabank.ph/

Follow Shailesh: https://www.linkedin.com/in/shaileshbaidwan/

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In this episode of The Bank Tellers, we sit down with Billie Setiawan, Head of Data Management and Analytics at Bank Negara Indonesia (BNI), to explore how one of Indonesia's largest state-owned banks is driving innovation in financial services.

From leveraging data analytics to enhance customer experience to the transformative role of agent banking in reaching Indonesia's 17,000 islands, Billie shares insights into the challenges and opportunities of banking in a geographically diverse and rapidly evolving market.

Discover how BNI is building a super app, empowering SMEs, and fostering financial inclusion in rural areas. Plus, learn about the importance of clean data, AI-driven decision-making, and the cultural shift toward data-driven banking.

Whether you're a fintech enthusiast, a banking professional, or just curious about the future of finance, this episode is packed with valuable takeaways.

BNI: https://www.bni.co.id/en-us/

Follow Billie: https://www.linkedin.com/in/billie-s-0537625/

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