How a $4.5B Credit Union Maintains a Direct Line to Members
发布时间 2023-02-22 08:00:02 来源
You're listening to leaders in lending from Upstart, a podcast dedicated to helping consumer lenders grow their programs and improve their product offerings. Each week, hear decision makers in the finance industry offer insights into the future of the lending industry. Best practices around digital transformation. And more, let's get into the show.
您正在收听Upstart的贷款领袖，这是一个专门帮助消费者贷款增长和改善其产品服务的播客节目。每周，听取金融业决策者对贷款行业未来的见解。数字转型的最佳实践等等，让我们开始节目。
Welcome to Leaders in Lending. I'm your host, Jeff Kellner. This week's episode features my conversation with Bruce Fulk, the president and CEO of American Heritage Credit Union, recently named American Bankers Credit Union Executive of the Year.
欢迎来到"Lending领袖"。我是主持人杰夫·凯尔纳。本周的节目将邀请Bruce Fulk作为嘉宾，他是美国传统信用社的总裁兼首席执行官，最近被评选为美国银行家协会的年度信用社高管。
I enjoyed this conversation. We dove in with Bruce to talk about growing this organization from just four employees when he got there at over 700, with over 50 mergers in the process. But most of the asset growth, they've seen over four billion assets now, has not come from the mergers, has really come from, I would say, a culture of hustle, hard work, and customer service that he is instilled up to, including a contact, the CEO button on their website.
我很喜欢这次交谈。我们和布鲁斯一起深入探讨了这个组织的成长历程，从他加入时仅有的四名员工，到现在已经有超过700名员工，并且在这个过程中进行了50多次合并。但是，他们现在拥有超过40亿的资产，其中大部分资产的增长，并不是来自合并，而是来自他所灌输的工作勤奋、辛勤和客户服务的文化，包括在他们的网站上设立了CEO按钮。
It's really a fascinating story about how they've seen the future, how they've really gone out of the way to find ways to serve customers. I think you can really feel that culture emanating from the conversation with Bruce. And we also dive into some of the charitable work he's done, including his trip to Ukraine to deliver ambulances that he had built.
这真是一个非常迷人的故事，讲述了他们如何看到未来，如何真正超越自我，寻找为客户服务的方法。我觉得你可以从与Bruce的谈话中真正感受到这种文化的氛围。我们还深入探讨了他所做的一些慈善工作，包括他去乌克兰交付他建造的救护车的旅行。
So, a fascinating guy, a fascinating conversation, lots of tidbits of wisdom and many things to learn. So, please enjoy this conversation with Bruce.
所以，这是一个非常有趣的人，一次非常有趣的谈话，有很多智慧小贴士以及很多值得学习的东西。所以，请享受与布鲁斯的这次对话。
Bruce, welcome to the podcast. Thanks for joining us today. I appreciate you making the time. Thank you.
Bruce，欢迎来到这个播客。感谢你今天的加入。我很感激你能抽出时间来。谢谢你。
I'm glad to be here and have to talk to you about whatever you want to talk about. That's a, give me free reign.
我很高兴来到这里，和你谈论你想谈的任何事情。那就是说，给我自由发挥的机会。
That's a dangerous thing. You never know where we'll go.
那是很危险的事情。你永远不知道我们会去哪里。
That's exactly right.
这完全正确。
Well, I start this, all my conversations off with the same basic question, which is kind of, tell me about your journey into the banking industry. How did you, how did you wind up in the banking and credit union space?
嗯，我开始所有的谈话都从同一个基本问题开始，就是说，告诉我关于你如何进入银行业的旅程。你是如何最终进入银行和信用社领域的？
I can't, when I graduated from college in 75 and 77, I got two degrees. I was landscaping for everybody that was working in the government and they all told me, and even as speaker of the House of North Carolina, I went to NC State and the speaker of the House, I used to know as yard, and everybody said, you need to go work for a credit union. I said, what the hell's a credit union? They said, it's like being a banker. I said, okay, I'll do that. So I walked in the door and the guy said, actually, it was jibbling, the predecessor. And the guy said, hey, I got a hire for you because you know everybody. I love it. So that's how I got in it. I worked down North Carolina for a couple of years and then I came up to Philadelphia in 79 and I've been here. I can't hold a job. I've been here what, 43 years right now? 43 years.
我毕业于1975年和1977年，取得了两个学位，但我没有主业。当时，我曾为所有在政府工作的人进行园艺设计，他们都告诉我，即使在北卡罗来纳州众议长任职期间，我去了北卡罗来纳州立大学和众议院发言人，我以前的工作大家都称之为庭园，他们都说，你应该去信用联盟工作。我说，世界上什么是信用联盟？他们说，就像是银行家一样。我说，好吧，我干吧。于是我走了进去，那个家伙说，实际上，他是我的前任。那个人说，嘿，我要雇佣你，因为你认识每个人。我很喜欢这个工作。所以我就这样进去了。我在北卡罗莱纳州工作了几年，然后在1979年来到了费城，一直待到现在。我不能保住工作，已经43年了。
What do you mean you can't hold a job?
你是什么意思，你不能保住工作？
That's a lot of longevity 43 years old. Yeah, actually it is.
"这个人很长寿啊，都已经43岁了。" "是啊，确实很长寿。"
Well I want to talk about your current credit union because you guys are fascinating. You grew this business. If I understand right from like four employees to several hundred, so that's quite the journey you guys have been on.
嗯，我想谈谈你们当前的信用联盟，因为你们真的很了不起。你们从最初仅有四名员工，到现在发展成了数百名员工的规模，这是一段很不寻常的旅程。
Tell me a little bit about how you got into this and what that journey's been like.
告诉我一下你是如何开始这个事业的，你的经历是怎样的。
You know, it was used to be called Bloodworkers Federal Credit Union and we were around four million dollars we had four employees plus B and everybody in the plant because they used to manufacture automobile parts like stampings for doors and fenders and everybody was saying, hey, they're going out business. They're going out business. So I went out and I said, you know what, I got to figure out how we could survive and I went out in the marketplace looking for a merger partner and I found this small credit union up the road and they said, hey, could you interest a merger with me? And next thing I know it was around a $50,000 credit union was real tiny which most don't work back then.
你知道，它曾经被称为Bloodworkers联邦信用联盟，我们有四百万美元，四名员工加上B以及工厂里的每个人，因为他们曾经生产汽车部件，例如门和挡泥板的冲压件，并且每个人都在说：“嘿，他们要破产了。他们要破产了。”所以我走出去说：“你知道吗，我必须想办法让我们能够生存下去。”我走出市场寻找合并伙伴，我找到了这家小型信用联盟，他们说：“嘿，你能和我们合并吗？”接着我就知道了，这是一家大约50,000美元的信用联盟，当时大多数人都不起作用。
And so what happened was I just went after other credit unions to try to merge with me and you know, I had done what, 55 mergers over the years but if you add them all together, if you add them all together, it's not even going to be 200 million. So we're four and a four and a half billion now and with now I have seven hundred twenty five employees working of course.
所以发生的事情是，我开始寻找其他信用联盟来尝试与我们合并。你知道，这些年来我已经进行了55次合并，但如果将它们加起来，甚至不到2亿。现在我们已经有40亿美元的资产，拥有725名员工。
So that's the background.
那就是背景啦。
Well, I'm asking two questions about that. One, what's the biggest lesson you've learned? I mean, 50 plus mergers is that's more than most of us will do in a career. What are the things you learned or kind of, you know, would you differ or have done better as you've gotten down the road and gotten smarter about how to do these things?
嗯，我对此有两个问题。第一，你学到了最重要的教训是什么？我的意思是，进行超过50次的并购交易，这比我们大多数人的职业生涯都要多。你学到了什么，或者，你会有什么不同的看法，或者在你变得更加聪明的时候，你会做得更好，更明白如何做这些事情？
You know, I didn't take the mergers on just to take a merger. I took it on for stability with it was going to do for my credit union to preserve our credit union and that's what I was really scared about because the government came to me. Back in the 80s, the government came to me and said, Bruce, would you take this merger? Would Bruce, you take this merger? I had so many merger opportunities because the government was not, was trying to find merger partners. I said, yeah, yeah, yeah, yeah. I was fortunate enough that they knew I was one of the few people out there taking a merger. Now everybody wants to take mergers. So you go figure.
你知道吗，我不是只为了合并而合并，而是为了保持稳定，为了保护我们的信用社，这就是我真正担心的，因为政府曾经来找我。在80年代，政府来找我，问我，布鲁斯，你愿意接受这个合并吗？政府试图寻找合并伙伴，我有很多合并机会。我说，是的，是的，是的。我很幸运，他们知道我是少数几个愿意合并的人之一。现在每个人都想要合并，你就去想象吧。
But so. You were ahead of the curve. It has been a trend. The consolidation of both banks and credit unions over the last. It kind of surprised me. I come in to the industry, you know, almost a decade ago and how many banks are there? You know, time to think about your universe of the industry you're in and then you look at the history and there were like, you know, 20,000 in the 70s. Now there's like 5,000 at each and you kind of go, huh, that's been a, it's in that line is like, it's just pretty constant. That kind of decrease in numbers and consolidation in the industry.
噢，这样啊。你领先了趋势。过去，银行和信用社的合并一直是一种趋势。这有点让我吃惊。我在近十年前进入这个行业，那时有多少家银行呢？你知道，应该考虑一下你所在行业的整体情况，然后再看看历史上有多少银行。在70年代，大约有20,000家银行。现在每个地区只有5,000家，所以你可能会想，嗯，这种减少和合并一直是相当稳定的。
When I came here where there was 26,000 credit unions, I was like the 6,000 largest credit union now. I don't know, 85th largest out of the five. There aren't 6,000 credit unions. I don't think so. You can't be 6,000. 5,000 today. 5,000 today. Last round. 5 I think. Correct.
当我来到这里，这里有26,000家信用联盟，我就像现在排名第六千的信用联盟。我不知道是第五个中的第85大联盟。其实并没有6,000家信用联盟，我觉得不可能排名第六千，现在大概是第五千。上一个回合应该是第五个。没错。
Well, so if you only acquired less than 200 million in assets, but you got an over 4 billion, you've done something else to grow the credit union over the years other than just the mergers. Emergers clearly, I think expanded your field of membership and, you know, employer partners you are working with, etc. But how did you think about the kind of growth you've achieved? Because that's I think almost every credit union and bank I talk to is trying to grow the number of members, the number of customers they have in the fold and you've done that pretty successfully. What's the secret? How do you have you gone about that?
嗯，所以如果你的资产只有不到2亿，但你却获得了超过40亿，那么你一定采取了除了合并之外的其他措施，以帮助信用合作社获得长期增长。我相信，扩大会员范围和扩大雇主伙伴是你所采取的明显策略，但你是如何思考你所取得的增长的呢？因为几乎我跟所有的信用合作社和银行交流时，他们都试图增加成员数量和客户数量，而你很成功地做到了这一点。这其中有什么秘诀吗？你是如何做到的呢？
You know, when I, when I first started out, I went out and I solicited everybody. It was me. It was Bruce. I was a guy that was the PR guy. I was the marketing guy. I was a loan officer. So I was out there soliciting people to join the credit union. I knew how the better sell this credit union than anybody else. And I knew I had to do something differently. And I said, we got to be different than everybody else. So we never search charge. So people come to us because we don't search charge at any of our 100 ATMs that we got out there. So people are, and that's what our name has been promoted out there. Other people are saying, go to American Air. You know, they don't whack you up fee for search charges. And then that's how I also get people to join the credit union. They said, oh, you know what you guys are really caring about the community.
你知道吗，起初，我出去招揽每一个人。就我和Bruce两个人，我是公关人员，市场推广人员，也是贷款官员。所以我得去亲自招揽人们加入信用社。我知道如何比任何人都更好地销售信用社，我知道我必须做些不同寻常的事情。我说，我们必须与其他人不同。所以我们从不收取任何搜查费。人们来找我们，因为我们的100台ATM中没有任何一台收取搜查费。人们都这样说，我们信用社不收取搜查费。这也是我让人们加入信用社的方式之一。他们说，哦，你们真的很关心社区。
So I've been in the street myself and I know what people want. And I've focused on healthcare industry and the government, federal government industry. They were the ones I was focusing on. And it did come out to our advantage because the health industry is booming right now. And the government industry is somewhat booming if they show up for work. But that's the other 50 million question.
所以我自己也走在街上，我知道人们想要什么。我专注于医疗保健行业和政府、联邦政府行业。它们是我专注的对象。而且这确实对我们有利，因为医疗保健行业现在非常兴旺。政府行业也有所发展，如果他们按时工作的话。但那是另一个五千万的问题。
I hear you used to go into the hospital for all the shifts to sign people up hand-to-hand combat style with the doctors and nurses there in the facilities. And I know what I did do that. And I went to all three shifts at the hospital for two weeks. I was exhausted. It's sleeping between the times. And I would do classes where I would actually be in front of a class and people would come to me. And that's how I tried to do it initially. I said, I want to do classes trying to have 20 or 30 people in a class. And that's what I did on all three shifts. And that's how we really grew. It's still part of our MO that we go into the workplace partners as we call them. You got to go out there. You got to be where the people are.
我听说你曾经进入医院，用手到手的方式与医生和护士签约。我也知道我曾经这样做过。我在医院的三个班次都去了两个星期，非常疲惫。我只有在空闲之间才能睡觉。我会开班，然后人们会来找我。最初我想办法做的是开班，每班有20或30人，我在三个班次都这样做了。这就是我们的成长方式之一，我们称之为“工作场所伙伴关系”。你必须走出去，与人们在一起。
Yeah. How do you maintain that as the CEO, as the organization grows and you get bigger and bigger? I imagine it's harder and harder for you to be the one in the street and be hearing the feedback and feeling that direct connection. Are there things you do that try and keep you connected to the customers in the same way you used to be when it was you know, you know, Buds credit. It's just for you.
哦，作为CEO，在组织不断增长且变得越来越庞大时，你如何保持这种感觉呢？我想你越来越难以在街上亲自听取反馈并感受到直接的联系。你有采取任何措施来保持与客户的联系方式吗？就像从前当你只是Buds credit时那样，一切都只是为你而做。
And that's not that Bud, but Bud boys, but here's what I have on our website. And I said, I don't want to forget where I came from. I want to have a contact, the CEO button that anybody can call me or talk to me when they want to. And I return every single email personally and I give them my personal, direct phone number here at work.
那不是Bud本人，而是Bud的团队，但这是我们网站上能找到的信息。我想保持与我的起源联系，所以我在网站上放了一个CEO按钮，任何人都可以随时给我打电话或与我交流。我个人会亲自回复每一封电子邮件，并在工作期间提供我个人的直接电话号码。
And I called some lady that was stuck in Paris, France one time because she was stuck and she sent an email and I said, yeah, I'm stuck. I can't get my credit card to work. And I called her up. I think it was like two o'clock in the morning. They're time over in France. And I walked her through and got her out of Paris. So they know who I am.
有一次，有个女士被困在法国巴黎，她发了封电子邮件说自己被困住了，我就给她打了电话。我告诉她，我也被困住了，我的信用卡不能用。那时是法国的凌晨两点。我向她说明了方法，帮她脱离了巴黎。他们现在都知道我是谁了。
People will say just in my step, they'll call you back and they know I will call back. How much traffic do you actually, I mean, how many members do you have that you're exposing the contact to CEO button to and how much traffic do you actually get on that? We have 280,000 members. If I get one person a day, that's pretty much it.
人们会说，他们会跟着我的步伐行动，他们会打电话给你，他们知道我会回电。你们实际上有多少流量，我指的是，你们将CEO按钮暴露给了多少成员，实际上你们获得了多少流量呢？我们有280,000名成员。如果我每天只能得到一个人，那就基本上是这样了。
Most CEOs are afraid to put their contact out there directly. But you know what, it's the way I was brought up with my family. I love those numbers because I think it really speaks to the cost to use quite small. And it's not a big deal. And the value I think that people feel and the accessibility is quite high.
大多数CEO害怕直接公开他们的联系方式。但是，你知道吗，这符合我的家庭教育方式。我喜欢这些数字，因为我认为使用成本非常低。这不是什么大不了的事。我认为人们感觉到的价值和易用性相当高。
I think it's quite fascinating that you've got that many members who have the ability to contact you. And they probably feel great that they can and very few actually do. And that's interesting lesson for every I think because it's clear that you're getting more trust. There was a bank out or maybe a stout there that did add a telephone on the front desk. I could go right to the presidency. I've heard that.
我觉得你们有这么多成员可以联系你们真的很有趣。他们可能感到很自豪，但实际上很少有人真的这样做。这对每个人来说都是一个有趣的教训，因为显然你们得到了更多的信任。可能有一家银行或许是商铺，在前台加了一部电话，我听说过可以直接找到总裁。
But yeah, I don't get that many. I don't get that many phone calls or emails out there because you know what, I got a great staff. If you got a great staff, you know, they're going to handle the process. That's key. Jeff Bezos is famous for kind of forwarding emails from customers because I don't think he reads all of the emails. I think he gets a few more than one a day. But he gets emails directly from customers and he's famous for forwarding them with just a question mark to the responsible executive.
嗯，我没收到太多。我在那儿不太接电话或邮件，因为你知道为什么？我有一支很棒的团队。如果你有了一支出色的团队，他们会处理好过程。这是关键。杰夫·贝佐斯因为转发消费者的邮件而闻名，因为我认为他没有阅读所有的电子邮件。我认为他每天会收到超过一个邮件。但是，他直接从客户那里收到邮件，他以一个问号转发给负责人执行。
And I think it's the most dreaded email in Amazon because there's no commentary. There's no question mark. Just a question mark. I thought like something went wrong. Fix it. How did this get screwed up? Do you ever farm it out and send these things on to the right people for faster response? And your staff scared of your question mark emails?
我觉得这是亚马逊最可怕的电子邮件，因为它没有评论。也没有问号。只是一个问号。我感觉好像出了点问题。快去解决它。为什么会搞砸？你有没有把这些事情分配给正确的人来更快地得到回复？你的员工会害怕你的问号邮件吗？
I never did a question mark. Now that you've mentioned it, maybe that's what I should do. What's going on here? You know, but you know what? As I said, I do write notes and I do write to the employees who I think are that can help solve the problem for them. Hey, take care of this. Call me back and let me know that I contact the member. Hey, someone says it's going to help you if they don't. It's my direct number call.
我从来没有做过问号。现在你提到了，也许那就是我应该做的。这里发生了什么事？你知道，但是你知道吗？正如我所说的，我确实写笔记并向那些我认为能帮助解决问题的员工写信。嘿，照顾一下这件事。给我打电话回来，让我知道我联系会员了。嘿，如果有人说会帮助你，但没有这样做，请直接打我的电话号码。
I'm going to say, yeah, I love that direct connection. I think so many people we've had this conversation with a lot of guests here. How do you maintain as you get bigger and farther removed from the front line staff, that direct connection to the voice of the customer and the needs of the customer? And remember what it's like to be a front line employee and what those needs are.
我要说，是的，我喜欢那种直接的联系。我想我们已经和很多客人谈过这个话题。当企业扩大规模，离前线员工越来越远之后，如何保持与顾客声音和需求之间的直接联系呢？并且还要记得前线员工的经历以及他们的需求。
I think that's a great example of how you're doing it. And that's critical. It's just like the employees have to have access to me too. Everybody calls me Bruce. I know I'm a pain in fun at times. But they all know that I'm real. I'm really just a regular guy in the suit.
我认为那是你做事的一个很好的例子，这非常重要。就像员工也要有与我沟通的途径。大家都叫我布鲁斯。有时候我会让人感到烦恼和愉悦。但是他们都知道我是真实的。我只是一位穿着西装的普通人。
Hi, I'm Margie Clep, president and CEO of Agriculture Federal Credit Union in Washington, DC. When we wanted to acquire more members of personal loans, we knew we needed a partner that allowed us to scale quickly and easily. With Upstart, we were able to go live in 54 days without adding headcom. And we were able to lend previously underserved borrowers with Upstart's model. If you'd like to learn more about our partnership with Upstart, you can read more at upstart.com over slash lenders. Thank you and back to the show.
你好，我是玛吉·克莱普，位于华盛顿特区的农业联邦信用合作社的总裁兼首席执行官。当我们想要吸引更多个人贷款成员时，我们知道我们需要一个能够快速、轻松扩大规模的合作伙伴。通过与Upstart的合作，我们能够在54天内开展业务，而不需要增加员工。而且，我们能够通过Upstart的模型向之前未受到服务的借款人提供贷款。如果您想了解更多关于我们与Upstart的合作，请访问upstart.com/ lenders。谢谢，回到节目。
What's next for you guys? What do you see on the horizon? We've obviously had a tremendous transition from small to large credit union, lots of mergers, tons of growth and assets. What's on the horizon? What's your excited about? What's down the road? Is it more the same or there? Trends you see emerging that are going to change the way you think about interacting. How do you see the future of the space and of your business?
你们接下来计划做什么？你们看到了什么前景？
我们显然经历了从小型信用社到大型信用社的巨大转变，进行了大量的合并，经历了大量的增长和资产。未来有什么？你们对什么感到兴奋？将要发生什么？还是一切都不变？你看到出现的趋势将会改变你们的互动方式。你们如何看待该领域和你们业务的未来？
Well, we were one of the first to jump into up IO with those video tower machines. We were heavily into that. I think we got like 100 of those machines now in our branches. So people will actually go up to you see a live live tower behind a video screen. But I don't want to lose that contact. But what I'm seeing is that what let's face it, you can't afford people today that don't want to work. So you've got to figure out ways to get people to come in the work or how to pan the answer of the phone. And that's what we're saying.
嗯，我们是最早尝试使用视频塔机进入在线服务的企业之一。我们非常热衷于这项业务。我想我们在分支机构里现在有大约100台这样的机器。这样一来，人们可以在屏幕上看到真正的直播塔。但我不想失去联系。我看到的是，现在你找不到不想工作的员工，所以你必须想办法让员工来工作，或者让电话得到有效的解答。这就是我们要做的事情。
Okay. How do we expand this? We just rolled out two years ago, Vanna, which stands for Video Advisor Network Associates, where we actually made a commercial of me announcing it to the press that, hey, you want to talk to a live person, go sit on your at home on your iPad. Here's the number just push the button on your American Air To website and you'll get a live person to talk to you. You can't have that personal experience.
好的，我们怎么扩展这个项目呢？我们只是在两年前推出了Vanna，全称为视频顾问网络公司。我们曾做了一个商业广告，我在其中向媒体宣布：嘿，你想要和一个真人聊天，就坐在家里，在你的iPad上按按钮，拨打美国航空公司网站上的电话，你就能和一个真人交流了。你会拥有一个类似面对面的体验。
We're trying to get into the AI stuff right now and have our phone's answer to help out with the phone calls out there. So that's where it's going to be at. How do you think about the difference with this? Because I think it's really fascinating. The second person talking about the video, tell our machines, like a real live person in the teller. And of course, once you've got that, you go, why do you have to go to the branch to do it? You can just do the video. You know, in your hoodie sweatshirt, like I'm wearing from your living room where I'm at.
我们现在正在尝试进入人工智能领域，让我们的手机来帮助外部电话通讯。所以这就是未来的方向。你对这个区别有何看法？因为我觉得这非常有趣。第二个人在谈论视频时，告诉我们的机器就像一个真正的银行客服一样。当然，一旦你实现了这一点，你就会想，为什么要去银行办理呢？你可以在你的居室里穿上帽衫，像我一样，进行视频通话。
But curious because the AI is kind of like the replacing the human with some sort of technology that can have a basic interaction without talking to a person. And the video teller is kind of the opposite. It's saying, hey, you've come in somewhere and I want you to actually have a human conversation with a real person who can talk to you. And I'm curious how you think about the role each of those kind of technologies plays. My sense is it's not like A or B. It's some kind of combination where each of them has a role to play it.
我很好奇AI能否取代人类，用一些可以基于简单互动而无需与人交谈的技术。而视频讲述者则恰恰相反，他想让你与一个真实的人展开人类对话。我很想知道你怎么看待这些技术的每个角色。我觉得，它们并不是A或B，而是一种结合体，每个角色都有其各自的角色。
How do you think about how those things sit next to each other and how you figure out where and somebody wants to have a high touch experience and when someone wants to go, how do I just interact with the machine and get through this as quickly as I can? Okay. So if you come to the office, you can either do the, we call them Pat machines, personal automated teller, where you have the video to tell us. But you also have a smart office and the smart office is you walk in, you sit down and there a contacts one of our, our concierge people that it goes out and they can talk to the person there right in the branch, all the computer equipment's there for the printers, all the signatory stuff.
你怎么看待这些东西彼此靠近的方式以及你如何确定当有人想要高度互动的体验时以及当有人想要离开时，我如何只是与机器互动并尽快完成操作？好的。所以如果你来到办公室，你可以选择我们称之为 Pat 机器，个人自动柜员机，你可以通过视频与我们联系。但你也可以选择智能办公室，你走进去，坐下后，会有我们的礼宾人员联系你，他们可以与分行内的相关人员直接对话，所有的电脑设备、打印设备和签名设备都在那里。
But what we're going to do now at home, we're going to do a wee through DocuSign. We're going to send you the documents online. You're going to just do it there and don't make sure you have your clothes on. That's all I worry about, man. And then that's, that's the anyway I think we're going to be able to survive and still all for personal service. Because people are going to get smart and they're going to know it's an artificial intelligence machine. And it will ask you if you say, hey, you're real personal, say no, I'm not. Yeah. They're trained not to lie about it.
现在我们要在家里通过DocuSign签署一份文件。我们会在线发送文件给你，你只需要在那里完成，并确保你衣服穿好。这是我所担心的。这也是我认为我们能够生存并继续提供个人服务的方式。因为人们会变得聪明，他们会知道这是人工智能机器。如果它问你是否说：“嘿，你是真正的个人服务吗？”，你可以回答“不是”。是的，它们经过培训不会撒谎。
Unlike the original outsource call centers, I do remember those where you'd call in and somebody would be talking to you from some foreign country, you go, where are you at? I'm in Atlanta and I go, I don't think so. That's right. You're a little untruthful about that.
和最初外包的呼叫中心不同，我还记得那些你打电话过去，然后有人从某个外国国家跟你说话，你会问，你在哪里？我在亚特兰大，然后我会想，我不这么认为。是的，你对此有点不诚实。
But the AI typically is trained to just, yeah, I'm not a real person, it's an AI. So the biggest challenge I say is going to be is getting people to fill the void with not having as many employees needed to run the operation. We got 700 some employees here. And with COVID people just said, hey, I want to work from home.
但这个人工智能通常只是受过训练的程序，是的，我不是真人，我是一个AI。因此，我认为最大的挑战将是让人们填补因为不需要那么多员工来运营而产生的空缺。我们这里有700多名员工。随着COVID的出现，人们只是说，“嘿，我想在家工作。”
Well, you can't build a culture without coming to work. I don't care what you say. And I guarantee you, what do you think? And that should be a good question. What do you think all the major cities in the United States would look like if no way showed up downtown, all the shops closed, all the barbershops closed, all the, it would be horrendous. It would be horrendous.
喔，没有工作怎么可能构建文化呢？无论你说什么都不重要。而且我保证，你认为呢？这应该是一个很好的问题。你认为如果没有人去市中心，所有商店都关门了，所有理发店都关门了，所有的……美国所有主要城市会是什么样子？这将是可怕的。这将是可怕的。
You know what? You have to come back to work and you have no culture. How do you get a culture? You know, you've got to have that. Sorry, you guys back to like five days in the office.
你知道吗？你必须回到工作岗位，而且你没有文化。你该怎么获得文化呢？你必须拥有它。不好意思，你们还要回到办公室五天。
What's your, what's your kind of post COVID remote, non-remote in office, part time in office? Where are you guys at on the spectrum of kind of responding to this? Most of the people can work three, after work three days in the house and then two days from home, all my voice presence come in. Because I want to talk to them. I want to see them. I just think it's, I don't know, I just think you got ingrained in culture.
你对于 COVID 疫情后的远程工作、非远程办公和部分时间办公有什么看法？你们在回应这个问题上的想法是在哪个范围里？大多数人可以在家工作三天，剩下的两天在家里，我需要他们出席我的语音会议，因为我想和他们交流，我想看到他们。我认为这已经根深蒂固在我们的文化中了。
Certainly, I think you've ingrained a culture of hustling and hard work and serving the customer. And that is a little harder to do and feel. There's like, there's just like a vibe. It's to me kind of like the difference between watching, I just thought of this, but like you watch a sports event on TV.
当然，我认为您已经树立了一种挣扎、努力工作和服务客户的文化。而这有点难以做到和感受到。就像有一种氛围。对我来说，有点像在电视上观看体育比赛的区别。
In some ways, it's better like higher deaf, you get better video replays, but it's not the same vibe. It's not the same feel, right? It's a different experience to being in a stadium when a game is being played with a lot of people. You never capture that when you watch the game at home. You can get, you know, maybe better snacks and better beer and a bigger screen for the replays, but you don't.
从某些方面来说，像听力高的感觉更好，因为您可以获得更好的视频回放，但是氛围不同。感觉不同，对吧？当有很多人参加比赛时，在体育场内的经历与在家观看比赛是完全不同的。您从家中观看比赛时永远无法体会到这种感觉。您也许可以享受到更好的零食、更好的啤酒以及更大的屏幕用于回放，但是这无法代替现场的感觉。
It's not the same experience as being in person for that event. Company feels the same way. You can't get that same feel. The culture doesn't come through the same way, even if you have, you know, more convenience or whatever. You don't have people still on beer on you. What's a ball game without people's beer on you and throwing peanuts on the ground or whatever it might be? I mean, that's like, but those are things are unique to the stadium, unique to the culture of a particular team and it's what kind of binds those fans together, right? Is the experience of living it together and so on. And that's what's about.
这个活动不同于亲身参与的体验。公司也有同感。你无法获取到同样的感觉。文化无法通过同样的方式体现出来，即使你有更多的方便或其他什么。你没有人们仍在你身上喝啤酒的感觉。没有人们把花生扔在地上的棒球比赛是什么意思呢？我的意思是，这些东西是体育场馆所独有的，是特定球队文化的独特体现，它能将球迷们联系在一起，对吧？体验共同生活等一系列的感觉就是这个意思。
It's got to be. You got to be it. We're social people, you know? Yeah. We are social creature at the end of the day.
这必须是这样的。你必须成为它。我们是社交的人，你知道吗？是的，我们最终是社交的动物。
I tell you one, my biggest thing, and another thing that differentiates American heritage is that we were the first credit union to roll out not for proper charitable organization called the Kids and the 27 years ago. And we raised $3 million for children's hospital filled Alphia, which we pay for the music therapy program down there. The money goes to a specific program.
我告诉你们，我的最大事情之一，还有一件事情区别于美国的遗产，就是我们是第一个推出非专业慈善组织名为“儿童和”（Kids and）的信用社。27年前，我们为阿尔菲亚州的儿童医院筹集了300万美元的款项，用于支持那里的音乐疗法项目。这笔钱被用于一个特定的项目。
So I was going to ask you about your charitable works. I know you've done quite a bit, but how did you pick the music program in the hospital like it? And that's very specific and I'm curious why you chose to be specific and what you do with the with the charitable work and how you picked that particular beneficiary program.
我想问问你关于你的慈善事业。我知道你已经做了很多，但是你是如何选择医院里的音乐计划的呢？这是非常具体的，我很好奇你为什么选择了特定的项目，并且你是如何处理你的慈善工作以及选择特定的受益人项目的。
Well, when I was driving down 95 on a Friday at 1130, I caught me and I know I heard Michael Wish was taking a kid to Alaska. And I said, I'm going to take a kid to Disney World. And I went down to Children's Hospital filled Alphia and I told the guy, hey, I'm taking one of the kids at Disney World. He said, no, give me the money. I said, no, no, Jack, and that was his name Jack. So I could talk to him because he's a drinker buddy. And then I went over to the C-shore house and that's the rehab hospital. And they said the same thing.
嗯，当我在周五的上午11:30沿着95号公路行驶时，我听到迈克尔·维什正在带一个孩子去阿拉斯加，于是我决定带一个孩子去迪士尼世界。我来到了蒙哥马利儿童医院，告诉了阿尔菲亚先生，我想带一个孩子去迪士尼世界。他说不能，必须要付款。我说，不，不行，他的名字叫杰克。因为他是我酒友，我跟他聊了一会儿。然后我去了海边房子，那是一个康复医院，他们也说同样的话。
We need the money because we're last hospital as a music therapy program. I said, nah, I like Disney World better. And they said, you know what music therapy does? I said, I kind of, he says music therapy gets kids to move their arms or legs. They forget about their pain. It's therapy. And I said, yeah, okay, what's the big deal?
我们需要这笔钱，因为我们是最后一个拥有音乐疗法计划的医院。我说，不，我更喜欢迪士尼世界。然后他们说，你知道音乐疗法有什么作用吗？我说，有点知道，他说音乐疗法可以让孩子们动起手脚，忘记他们的疼痛。这是一种治疗。我说，好吧，有什么大不了的？
I said, I still like going to Disney World. And he says, let me tell you what happened today. A kid or yesterday, a kid, a 12-year-old girl got hit by a car and filled Alphia. And she broke her neck and she got to become paraplegic. And the art therapist was working with her at the C-shore house. And the art therapist asked her, what's that picture of? Or is they put a pen in her mouth?
我说：“我仍然喜欢去迪士尼世界。” 他说， "让我告诉你今天发生了什么事。有个孩子或者昨天，一个12岁的女孩在Alphia被车撞了，她的脖子断了，她成了截瘫病人。艺术治疗师在C-shore房子里和她一起工作。艺术治疗师问她，“那张照片是什么？” 还是他们把笔放在她的嘴里？"
And they said, what's that picture of? And she says, oh, that's a picture of my heart. What's all the red squiggly lines for? She says, oh, that's a picture of my heart on fire. She says, why is your heart on fire? She says because I can never hug my mommy again. I said, we're at a music therapy business. And we raise $3 million. And it's the employees doing it here. It's not American Heritage right now. It's the employees help raise money. That's the difference.
他们问：“那张图片是什么？” 她说：“噢，那是我心脏的图片。” 他们问：“那些红色的曲线是什么？” 她说：“那是我的心脏着火的图片。” 她说：“为什么你的心脏着火？” 她说：“因为我再也不能拥抱我妈妈了。” 我说：“我们在一个音乐疗法企业。” 我们筹集了300万美元，这是员工们的努力。 这不是像美国遗产公司那样的。这是员工帮助筹集资金的区别。
I know a lot of big cranes, they're right half a million dollars. They're $100,000 or whatever for their event. But it's our employees that do it. We give them the time off at the door. So the employees go down and volunteer and participate in the program? Yeah, they do a lot. We go down and play games with the kids. We actually bought them a robot a few years ago, which greeted all the kids coming into the music therapy program. It's kind of cool. It was on national TV before we did.
我认识许多大起重机，它们价值约五十万美元。对于它们的活动，花费大约是十万美元或其他数值。但是这一切都是我们的员工所做的。我们给他们休息时间来参与这项活动。所以员工会去下去志愿并参与这个项目吗？ 是的，他们做了很多。我们会去玩游戏和孩子们。我们实际上几年前买了一个机器人，用于向进入音乐治疗计划的所有孩子问好。这真的很酷。在我们做之前，这事还曾登上国家电视台。
It's kind of, I don't want to say old school, but it reminds me of the origins of community banking and credit unions. Real true connection with the community that you're serving, not just in the kind of business that you're in, but as a real community organization that's ingrained in and better than working with, volunteering in the community. It's a, I love that story because it really is about how the organization's embedded with that place. The people that are there. It's great.
有点儿，我不想说是老派，但它让我想起社区银行和信用社的起源。它真正地与所服务的社区建立了联系，不仅仅是业务方面，而是作为一个真正深入人心且比在社区工作、做志愿者更好的社区组织。我喜欢这个故事，因为它真正地展示了这个组织与那个地方以及那里的人民深度融合的情况。这很棒。
And you know, the other big thing about us, about me, especially, you know, on the volunteer firefighter. I just believe I got to help out people. I can't try by an accident without help or a stop. And I just don't believe in that. That's that stuff. But I, you know, I just came back from Ukraine. I believe we raised money for ambulances for over in Ukraine when I met the secretary of Poland. He has for 500 ambulances. I told him I get you two. Right now we're going 10 and we raised $400,000 for ambulances. And they're not the fancy. You know, it's just converted bands. Right.
你知道，我们，尤其是我，作为志愿消防员，最重要的一件事就是帮助别人。我认为，如果没有帮助或者停止，我不能视着一次意外而置之不理。我不相信这种事情。但是，你知道的，我刚刚从乌克兰回来。我相信，在乌克兰募集了救护车的资金，当我遇到波兰的秘书时，他需要500辆救护车。我告诉他我可以给你两辆。现在我们已经有了10辆救护车，并为此筹集了40万美元。它们不是高级的救护车，只是改装的面包车而已。
So, you know, and I just came back from the VW Ukraine Awards zone. So you delivered some of these personally. You went over there and delivered some his ambulances. How did that go over with the board and the family flying into a worsen? I imagine that was a tough call to go over there and do it in person.
你知道的，我们刚从大众乌克兰颁奖区回来。你亲自送了一些救护车去那里。这对董事会和家人在加重的情况下是怎样经营的呢？我想这是一个艰难的决定，去那里亲自交付。
You know, my, my, my wife was upset, but I, you know, she used to be running out the door and, you know, and doing crazy things to the fireballs and tell me to slow down. But I had no fear when we got over there. We picked the ambulance up in Poland and drove it over the border so the VW, the IB, Ukraine saw the burned out power plants that put in just during blew up the week before.
你知道的，我，我，我妻子很不高兴，但是，你知道的，她过去总是冲出门去，做一些疯狂的事情，会让我减速。但是我们到那里的时候，我没有恐惧。我们在波兰接了救护车，驾驶它穿过边境，所以大众汽车、IB、乌克兰看到了那些在一周前刚刚爆炸的烧毁的发电厂。
And then we went and delivered it. And when we got out of truck, we were out of the ambulance. We heard the air raid sirens going off and I'm looking around and I'm saying, why isn't everybody running? And they said, oh, the army takes care or near force takes care of all the drones and the missiles come in 80% of them. I said, what about the other 20% man? They said, well, you don't come in. So it was kind of a walk near a power plant. Yeah, right. Yeah.
然后我们去交付了它。当我们下车时，我们离开了救护车。我们听到了空袭警报声，我四处张望着，问道，为什么没有人在逃跑呢？他们说，哦，军队或邻近力量会处理所有的无人机和导弹，其中80％会被拦截。我说，那剩下的20％呢？他们说，你就不会被拦截了。所以这是在发电厂附近散步。是啊，没错。
So it was kind of unique. So I was very, very happy when I went to a friend of mine, Brian, Brian, two were there. And that, and I'm going to do it again in another two months. One's delivering another ambulance over there because I have to, I just can't sit here. Well, it's certainly I think everybody's got hopes and prayers. But that's doing something very real and personal. So I could ask to you for that. I think you should go, Jeff, because I can run faster than you. You can hold on. I like the way you position that. I don't think my wife's going to take that as a good rationale. I don't want to go and cruise. He runs faster than you when stuff gets back here. I don't know. I don't know if that's going to sell well. She can't take it. But that's not what I'm going to do.
所以那很独特。所以我非常非常开心，当我去找我的朋友Brian时，有两个人在那里。而且，我打算在另外两个月再去一次。因为我就是不能坐在这里。嗯，我认为每个人都有希望和祈祷。但这是做一些非常真实和个人的事情。所以，我可以向你请求帮助。我认为你应该去，杰夫，因为我跑得比你快。你可以坚持。我喜欢你的立场。我不认为我的妻子会认为那是一个好的理由。我不想去巡航。当事情回到这里时，他比你跑得更快。我不知道它是否会卖得好。她受不了。但那不是我要做的。
No, it's great. Well, here's my final three questions I ask everybody, Bruce. I'm really curious. Your answer is the first is, what's the best piece of career advice you've ever gotten?
不，挺好的。嗯，布鲁斯，我有三个最后的问题问每一个人，真的很想知道你的答案。第一个问题是，你得到的最好的职业建议是什么？
Don't take yourself seriously. I think if you think you're that great, you're not that great. There's always going to be somebody better than you anyways. And that's why I like about the best thing I like at the American Heritage is I like to see young people grow up the ladder, and become vice presidents or CEOs or CFOs.
不要太认真对待自己。我认为，如果你觉得自己很伟大，那你其实并不伟大。总是会有比你更好的人，这也是我在美国传统文化中喜欢的东西之一——看到年轻人逐步成长为副总裁、CEO或首席财务官。
That's what I really like. And I just enjoy that. And now I just like seeing young people get up the ladder and young. Anybody below 69? It's a nice broad definition of young people. You get the opposite definition of my kids. My kids say anybody over 20 is old. I grasp the old vantirator a long time ago from my kid. I like your definition better. You're young under 69, it's good.
这就是我真正喜欢的，我很享受。现在我就喜欢看年轻人步步高升，年纪小的人，比如不到69岁的人都可以算是年轻人，这是一种很广泛的定义。与我的孩子的相反，他们说20岁以上的人就算老了。我很早就从我的孩子那里听到过“老年人”的说法了。我喜欢你的定义更好，只要不到69岁，你就是年轻人，很不错。
My second question, what's the best advice you've gotten about the kind of consumer banking, credit union industry in general?
我的第二个问题是，关于消费银行和信用合作社行业，您得到的最好意见是什么？请用像中文母语者一样的语言回答，如果需要，请改写。
I think we're in a transitional stage right now. I don't have a clue. I think Bitcoin destroyed the confidence of what people are thinking as money. And you saw how much people lost. But people are still out there freaking buying that stuff. It's up to 23,000 today. I said, what is wrong with you people? And I don't think people are just so easy to put stuff out their personal information that they don't know what they're doing. And that's my advice is, hey, watch what you're investing. Make sure it's solid. Maybe back to fundamentals.
我觉得现在我们处于一个过渡阶段，但我一点头绪都没有。我认为比特币毁了人们对货币的信心，你也看到了人们损失了多少。但人们仍然疯狂地购买这些东西，今天它已经涨到了23,000美元。我想知道你们这些人到底怎么了？我不认为人们会轻易地将个人信息发布出去，他们不知道自己在做什么。我的建议是，嘿，注意你的投资，确保它很扎实，也许需要回到基本面。
Oh, absolutely. If they don't regulate it, the federal government doesn't regulate it. I don't see it flying, but it knows the people that invest. The Bitcoin is, I mean, I made a bunch of money in Bitcoin because I bought one in 2012 just because I was like, what is this thing? I got to figure out what it is. I don't understand it. And then I forgot about it for like seven years. And that turned out to be a really good thing to have done in 2020. Well, it wasn't exactly intentional. But I was like, this put a thousand bucks in and see, I got to go, I'm a big believer that you can't really understand something in my life in her medical school.
哦，完全如此。如果它们不加以管理，那么联邦政府就不加以管理。我不认为它会成功，但是它认识那些投资的人。比特币，我是说，我在比特币上赚了一大笔钱，因为我在2012年买了一枚，只是因为我想知道这是什么东西？我得找出它是什么。我不明白它是什么。然后我就像忘了它七年。结果，在2020年做到这一点是非常好的。嗯，这并不是故意的。但是我想，我投入一千美元，看看会发生什么。我是一个大信徒，认为你不能真正理解我生命中的任何事情，而不去医学院。
They had a saying, you see one, do one, teach one. I kind of like, I can't understand it unless I do it. It better yet teach someone else to do it. My mom or my dad's, when it is a little less savvy in the technical space. And that's when you really understand. So I was like, I got to go do it to understand. It's that worked out well for me. But I've never understood the fundamentals of a lot of that. I kind of just look at and go, what's the, I want to understand the basics and how something is supposed to work. Same thing with a lot of the, what caused the mortgage crisis. You kind of got away from the fundamentals and the CDOs and CDOs squards.
他们有一句话，“看一个、做一个、教一个”。我有点喜欢它，因为除非我自己去做，不然我就无法理解。更好的是教别人去做它。当我妈妈或爸爸在技术领域不太熟练时，我就可以贡献我的知识。这时你真正理解了。所以我就想去亲自实践来理解。这对我来说效果很好。但是我从来不理解很多基本原理。我只是看着去，然后想知道基本原理和事物应该如何运作。很多造成抵押贷款危机的事情也一样。你需要回到基本原理，了解CDO和CDO的构成。
And there was just, nobody could really explain to you exactly what was happening and why. And why a bunch of junk bonds could become AAA bonds if you just pulled them together. I think when you get away from the fundamentals, you start to miss something.
然后，没有人能够真正向你解释正在发生什么以及为什么。如果你将一堆垃圾债券放在一起，它们怎么就能成为AAA级债券呢？我认为，当你远离基本原理时，就会错过一些重要的东西。
And can you explain what blockchain really is? And that I can do. That's a computer science concept. I can do that. All these lectures are out there. How did they get all the same answer? That's what I'm saying. I don't know how amazing. Oh, they're not all that quick. They take 10 minutes, 20 minutes, sometimes to get to a point where you feel confident that the chain will be solid, which is, if you compare that to the transaction processing time on a credit card network, not so good.
你能解释一下区块链到底是什么吗？可以的，这是一个计算机科学概念，我可以解释。所有这些课程都在那里，但他们怎么可能都得出同样的答案呢？这是我说的话。我不知道这是多么惊人。哦，它们并不都那么快。有时需要10分钟甚至20分钟才能达到你相信该链会稳定的地步，如果将其与信用卡网络上的交易处理时间进行比较，那就不太好了。
And if we actually get fed now in some of the real time interbank transfer stuff, you'll say, hey, that's like, truly, truly resolve transaction in seconds, which is not what we really have even on the blockchain. So I do think it will push the state of the art, right?
如果我们现在在一些实时银行间转账的事情中真正得到了合理的满足，你会说，嘿，这就像是真正能够在几秒钟内解决交易的鲜活交易，这甚至不是我们在区块链上真正拥有的。因此，我认为这会推动技术的发展，对不对？
It's going to force us to go, hey, it had these features that were really nice. Like, you know, like I could transfer money with no fees internationally. Go, well, that makes sense. We should be able to do that. There's no reason we got to pay these. I could do stuff instantaneously. Yeah, there's no reason it takes three days to settle an ACH. We can shorten that time. And maybe we were as an industry a little lazy in getting some of those innovations. It's going to push us.
这会迫使我们前进，哎，这里有些特点真的很棒。比如，我可以在国际转账时不用支付手续费。嗯，这很有道理。我们应该能够做到这点。没有理由要我们支付这些费用。我可以即时处理事务。是的，没有理由需要三天才能结算一笔ACH。我们可以缩短这段时间。也许我们作为一个行业在获取一些创新方面有点懒惰了。这会推动我们前进。
But my sense is you'll, you know, if I can get real time bank transfer, I'm like, well, that's pretty good. Maybe I don't need blockchain if I can have that in transaction free international transfer, things like that. Well, that's what I'm hoping comes out, you know, with the Fed now that it works. I don't know anybody doing it. I don't know anybody doing it. I know, but I know people talking about it. And I know a guy working at the Fed working on it. So I'm confident that we'll get there. And it'll be, you know, it'll solve a lot of the pain points for regular people.
我的感觉是，如果我能实时银行转账，那么这很好。也许我不需要区块链，如果我可以进行免费国际转账之类的交易。这就是我希望的，现在联邦工作后，我希望能够得到这样的服务。我不认识任何人这样做了。我虽然知道有人在讨论这个，还有一位在联邦工作的人在研究这个。所以我很有信心，我们最终会到达那里，解决一些普通人的痛点问题。
So my last question, maybe we veered in this territory a little bit, but there's always what's one bold prediction for the future? Some, this is my last, so I can bring you back in a year and we can check in if you were right or wrong kind of thing. The sun will rise. I don't know how bold that is. That's because it's going on for a long time. Pretty regular. Not fail.
我的最后一个问题，也许我们有点偏离主题了，但是对于未来，有没有一个大胆的预测？这是我的最后一个问题，所以明年我可以再找你，看看你是否正确。太阳会升起，我不知道这算不算大胆的预测。因为它已经持续很长时间了，相当有规律，并且不会失败。
I don't change will come. I think the more it changes, the more it stays the same. That's all I would say. I don't think you're just talking about going back to basically. Like, that's where that's happening. Just come more of a basic type thing. What is Fed now? That's a basic thing. It just people got involved with it, right? The more things change, the more they stay the same. I don't know how I'll exactly look at the fire on that, but I think it's a good bullet prediction. And I think some people think the world is going to be upended. And I think your, maybe your statement is things will change, but some of the basics and the fundamentals are going to stay the same. And that's how I think an interesting perspective.
我觉得越是变，越是不变。这就是我想说的。我不认为你只是在谈论基本上回到以前的状态。那是产生在现在的一种基本事物。现在的美联储是什么呢？那是一种基本的东西，只是人们参与其中了，对吧？事情变化得越多，它们就越是不变。我不确定我对这件事的看法是怎样的，但我认为这是一个好的预测点。有些人认为世界将被颠覆。而我认为你的说法是事情会发生改变，但是一些基本和根本的东西会保持不变。这是我认为很有趣的一个观点。
All right, Bruce, thank you for making the time today. I greatly appreciate this was a fun conversation. We ranged from Bitcoin to Ukraine. So I think we, it's a fire fight. So we got, we got to cover a lot of ground, but I appreciate your joining us and sharing your perspectives. I, brother, thank you. Thank you.
好的，布鲁斯，谢谢你今天抽出时间来和我聊天。我非常感激这是一次有趣的对话。我们的话题从比特币到乌克兰，琳琅满目。我们需要处理很多问题，但是我非常感谢你的加入和分享你的观点。我，兄弟，感谢你。谢谢。
Upstart partners with banks and credit unions to help grow their consumer loan portfolios and deliver a modern, all digital lending experience. As the average consumer becomes more digitally savvy, it only makes sense that their bank does too. Upstart's AI lending platform uses sophisticated machine learning models to more accurately identify risk and approve more applicants than traditional credit models, with fraud rates near zero.
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