What’s happening in lending, June 2021

Member Exclusive, The Quarterly Review

The Quarterly Review: How Zelle’s GM Denise Leonhard scaled beyond $1 trillion through customer growth and 2,300+ financial institution partnerships

• Denise Leonhard, GM of Zelle, is back to report that her aim to help Zelle go beyond the $1 trillion mark in transaction volume has been achieved.
• Leonhard breaks down how systematically improving security and reliability as well as focusing on high-value use cases has allowed the firm to become more of a mainstay in consumers and SMBs financial lives.

10-Q, Member Exclusive

From payment processor to commerce platform: PayPal’s new card launch tells a bigger story

• PayPal is rolling out a new physical card that brings its PayPal Credit offering into brick-and-mortar stores.
• We take a closer look at how its launch signals PayPal’s broader shift from a payment processor to a commerce platform.

Banking as a service, Embedded Finance, Member Exclusive

A closer look at Citi’s strategy for growing its TTS business in the 2025 BaaS landscape

• Citi continues to build infrastructure through API-driven solutions and deeply integrated partnerships — a strategy that has proven to be a reliable growth engine and a core pillar of the bank’s long-term vision.
• We look at how its Treasury and Trade Solutions (TTS) division is playing a central role in expanding the bank’s footprint in Banking-as-a-Service (BaaS).

Artificial Intelligence, Banking, Member Exclusive

How Bank of America cracked the code on AI adoption by making Erica indispensable to both customers and employees

• Bank of America transformed its customer chatbot Erica into an employee productivity powerhouse, achieving 50% IT service desk automation by strategically targeting common pain points and building adoption incrementally over five years.
• Learn the adoption secrets behind getting 90% of employees to embrace AI tools, including how Bank of America overcame the adoption hump and integrated generative AI with 25 proof-of-concept projects now entering production.

Embedded Finance, Member Exclusive

KeyBank deepens its collaboration with Qolo, modeling how banks can build deeper fintech partnerships

• The KeyBank-Qolo alliance reflects an evolution in how banks and fintechs can co-create value through deeper integration.
• We break down their partnership mechanics and what makes it effective.