Rob Keatts, EVP and Chief Strategy Officer at Chartway Credit Union, joins us to talk about the bold moves Chartway is making—from investing $25 million in branch infrastructure to earning the Juntos Avanzamos designation to better serve Hispanic communities. With a strategy shaped by both data and values, Rob explains how Chartway is using technology, partnerships, and community insight to stay mission-driven and member-focused.
Key takeaways:
01:01 – How Chartway approaches its supportive role of smaller credit unions in a unique way, including M&A and fostering collaboration and knowledge-sharing—especially when small shops have big ideas worth spreading.
02:37 – Why Chartway is investing $25 million in branch infrastructure, and how branches are evolving as centers for education, advice, and connection.
05:42 – The strategic role of branches in Chartway’s deposit efforts and why physical presence still matters in a digital world.
06:58 – Chartway’s intentional focus on serving Hispanic members and how data led them to partner with Coopera and Inclusiv.
10:01 – What it took to earn the Juntos Avanzamos designation: from bilingual staff to cultural fluency, and how Chartway measures success.
13:22 – Launching business banking in 2024 to meet growing demand—especially from Hispanic entrepreneurs—and how a digital platform is part of the plan.
15:08 – Rob’s tech-to-strategy journey, and why Chartway is betting on fintech partnerships to close the innovation gap with big banks.
18:31 – Rethinking credit decisioning with AI: Chartway’s new model aims to say “yes” more often, while guarding against bias.
20:19 – Navigating delinquency trends: Rob shares the latest data and where things are starting to stabilize.
21:41 – Why now is the moment for credit unions to double down on their mission—and how Chartway is staying anchored to its purpose.
Resources Mentioned:
Chartway Credit Union: https://www.chartway.com/
Coopera Consulting: https://www.cooperaconsulting.com/
Inclusiv: https://inclusiv.org/
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