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In this episode of FinTech Confidential, host Tedd Huff sits down with guest co-host Jordan Greenberg, VP of Strategic Partnerships at LoanPro. They’re joined by Jay King, Head of Operations, and Aimee Ford, VP of Client Experience, both from Alorica. Together, they offer a sharp look into how today’s lenders can run smarter while staying customer-focused in an increasingly fast-paced environment.

Lending is easier to start than ever. That simplicity, however, often comes with a cost: poorly designed operations and disconnected customer service. This conversation puts a spotlight on what it takes to build something better. Not just for compliance or performance, but for real people who expect more from the financial brands they trust.

Brand alignment is where it all begins. Before any service goes live, understanding the client’s culture is the first step. That insight drives how front-line agents interact with customers. When someone calls in, they’re not just hearing a voice, they’re hearing the brand they signed up for. That connection isn’t taught,it’s built.

Operational performance matters too. Fast execution means nothing if it creates confusion or adds risk. Speed to market should come with a game plan that protects both the business and the borrower. Smart lenders are leaning on trusted partners to scale without breaking critical systems.

AI is in the mix, but it’s not the focus. It’s a support tool. It screens talent during hiring. It helps run simulations for training. It catches patterns that point to breakdowns in customer support. What it doesn’t do is replace people. The idea is to let tech handle what it can, so human beings can stay available for situations that need a calm voice and clear explanation.

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Customer service isn’t just about listening. It’s about doing something with what you hear. That means using voice analytics to flag concerns before they turn into complaints. It also means tying agent training to actual customer feedback, like CSAT and NPS scores. When teams know what works, they can keep doing it. When something breaks, they know how to fix it.

Getting ahead of customer needs is a major theme. The teams are not waiting for things to go wrong. They’re paying attention to spending habits, call patterns, and survey results. The goal is to be one step ahead, not one step behind. That’s where real value comes in.

Social media has changed the stakes. Customer frustration doesn’t stay private anymore. It gets screenshotted, posted, and broadcast. That means every interaction matters. If it feels cold or rushed, people will let the world know. Financial institutions can’t afford that kind of exposure, which makes empathy more than a buzzword,it’s a business requirement.

The use of AI-powered conversational tools is expanding. These tools handle the first wave of contact and collect useful data. But in high-stress situations, customers still want to speak with someone who can help them understand what’s happening. That’s where human support stays critical.

LoanPro brings the flexibility to make this all work. Their platform supports integrations that allow Alorica to connect with systems, pull the right data, and deliver timely, useful interactions. It’s not just about tools. It’s about using those tools the right way, at the right time.

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The future of customer experience in finance is looking sharper. Speed will always matter, but it’s no longer enough. Personalization, proactive outreach, and human support are what today’s consumers expect. This episode makes it clear that the ones who lead in this space won’t be the ones with the flashiest features. It’ll be the ones who actually make people feel heard.

“I see these two charges. Did you make them? Okay yes, no I didn’t make them, but I’m going on vacation, and I still need to keep my card available,” said Aimee Ford, describing how Alorica’s conversational AI meets customers where they are,right in the moment they need help most.

Watch the episode to see how this partnership between Alorica and LoanPro isn’t just changing the playbook, it’s creating one that others are already starting to follow.

TLDR:

Customer experience in lending is no longer just about fast approvals or clean interfaces. Hosted by Tedd Huff with guest co-host Jordan Greenberg from LoanPro, and featuring Jay King and Aimee Ford from Alorica, this session breaks down how top financial services leaders are creating smarter, more responsive operations. It’s about fixing problems before they explode, using real-time data to act with precision, and making every support interaction feel personal. You’ll learn how voice analytics pinpoints weak spots, how proactive communication lowers churn, and why matching the right agent to the right task matters more than ever. This team shares how AI, behavioral data, and customer feedback are used to train agents, route calls smarter, and raise satisfaction scores across competitive markets. If you manage customer support, care about customer retention, or work in financial services, this hits straight at what works right now. Whether you're scaling a contact center or improving your support workflow, this is what real results look like in today's lending environment.

Stay tuned for more episodes as Tedd Huff and Colton Pond continue to explore the world of fintech.

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Key Highlights

Brand Culture Drives Real Service

Before any service goes live, understanding the client’s culture is the first step. That insight drives how front-line agents interact with customers. When someone calls in, they’re not just hearing a voice, they’re hearing the brand they signed up for. That connection isn’t taught, it’s built.

Speed Alone Won’t Save You

Fast execution means nothing if it creates confusion or adds risk. Speed to market should come with a game plan that protects both the business and the borrower. Smart lenders are leaning on trusted partners to scale without breaking critical systems.

AI Is Backup, Not Boss

It screens talent during hiring. It helps run simulations for training. It catches patterns that point to breakdowns in customer support. What it doesn’t do is replace people. The idea is to let tech handle what it can, so human beings can stay available for situations that need a calm voice and clear explanation.

Analytics Fix Real Problems

Using voice analytics to flag concerns before they turn into complaints is key. It also means tying agent training to actual customer feedback, like CSAT and NPS scores. When teams know what works, they can keep doing it. When something breaks, they know how to fix it.

Be First, Not Sorry

The teams are not waiting for things to go wrong. They’re paying attention to spending habits, call patterns, and survey results. The goal is to be one step ahead, not one step behind. That’s where real value comes in.

Your Brand Is Public Now

Customer frustration doesn’t stay private anymore. It gets screenshotted, posted, and broadcast. That means every interaction matters. If it feels cold or rushed, people will let the world know. Financial institutions can’t afford that kind of exposure, which makes empathy more than a buzzword, it’s a business requirement.

Bots Handle First, Not Final

These tools handle the first wave of contact and collect useful data. But in high-stress situations, customers still want to speak with someone who can help them understand what’s happening. That’s where human support stays critical.

Right Tools, Right Time

Their platform supports integrations that allow Alorica to connect with systems, pull the right data, and deliver timely, useful interactions. It’s not just about tools. It’s about using those tools the right way, at the right time.

Service Speed Isn’t Enough

Speed will always matter, but it’s no longer enough. Personalization, proactive outreach, and human support are what today’s consumers expect. The ones who lead won’t be the ones with the flashiest features. It’ll be the ones who actually make people feel heard.

AI That Sounds Human

Alorica’s conversational AI is trained to sound natural and respond to customer behavior in real-time. It’s used to support account management, detect high-emotion moments, and deliver timely messages that actually sound like a person is behind them. It doesn’t just save time, it improves how customers feel about the interaction.

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Takeaways

1️⃣ Fix Customer Pain Before It Escalates

Set up trigger-based alerts using call metadata, voice sentiment, and repayment behavior. This lets your team spot when a customer is likely to churn or default and reach out with a solution before the issue spreads. It's a low-cost way to cut losses and boost retention, especially for high-risk borrower segments in markets like the Southeast and Midwest.

2️⃣ Match Agents With Natural Strengths

During onboarding, assess communication tone, emotional response under pressure, and ability to follow adaptive prompts. Then place agents into voice, text, or hybrid support roles that fit their strengths. This improves efficiency across regional support centers and lowers training time while raising customer satisfaction in metro and suburban zones.

3️⃣ Skip Scripts, Train for Authenticity

Ditch rigid call scripts. Instead, train support teams to stay consistent with your brand tone while responding naturally to different customer behaviors. It leads to faster resolutions and more personalized experiences in high-volume regions like Texas, Florida, and California, where language and tone expectations vary.

4️⃣ Turn Survey Data Into Scripts

Analyze CSAT and NPS comments from top-rated interactions. Use common winning phrases and emotional cues from those surveys to build your agent response library. This creates tailored responses that feel familiar and trustworthy, especially in localities where customers expect personal attention like Phoenix, Charlotte, or Salt Lake City.

5️⃣ Use Voice Analytics to Boost ROI

Apply real-time emotion detection and phrase mapping to your call center recordings. Use that insight to reallocate resources to top-performing agents and touchpoints. This helps your business prioritize which calls lead to conversions or complaints, improving ROI in both regional campaigns and national customer support efforts.

Links:

Alorica:

Website: https://www.alorica.com/

LinkedIn: https://www.linkedin.com/company/alorica/

Aimee Ford

Linkedin: https://www.linkedin.com/in/fordaimee/

Jay King

Linkedin: https://www.linkedin.com/in/jay-king-a75b64/

Fintech Confidential

YouTube: https://fintechconfidential.com/watch 

Podcast: https://fintechconfidential.com/listen

Notifications: https://fintechconfidential.com/access

LinkedIn: https://www.linkedin.com/company/fintechconfidential

Twitter: https://twitter.com/FTconfidential

Instagram: https://www.instagram.com/fintechconfidential

Facebook: https://www.facebook.com/fintechconfidential

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Time Stamps:

This is a Production of Diamond D3, Media

About the Guest:

 Aimee Ford:

Aimee Ford is the Vice President of Client Experience at Alorica. She is a results-driven leader passionate about delivering best-in-class customer experiences. Aimee has a strong background in operations and client services and is known for building strong partnerships and driving innovation.

 Jay King:

Jay King is the Head of Operations at Alorica. He brings extensive experience in operational leadership, focusing on efficiency, performance, and strategic growth. Jay is dedicated to delivering exceptional service outcomes for clients through process optimization and team empowerment.

Alorica:

Alorica is a trusted global leader in customer experience solutions. With a strong focus on results, Alorica serves clients across multiple industries, offering solutions that span customer care, revenue generation, technical support, and more,all powered by a global team of problem solvers.

About the Hosts:

Tedd Huff:

Tedd Huff is the Founder of Voalyre, and Diamond D3, professional services consulting firms focused on global payments and marketing. He is also a video podcast host and executive producer on the Fintech Confidential network.

Over the past 24 years, he has contributed to FinTech startups as an Advisory Board Member, Co-Founder, and Chief Experience Officer, providing strategic and tactical direction for Global Payments OpenEdge, Heartland Payments, Nuvei, and TSYS, among others, focusing on growth while delivering innovation, process improvements and user experience-driven value to simplify the complexity of payments.

Jordan Greenberg:

Jordan Greenberg is a former professional athlete turned fintech operator and entrepreneur. He has worked at early-stage fintech companies on founding teams and across financial services and crypto ecosystems. Jordan now leads strategic partnerships at LoanPro, working with card partners, sponsor banks, and card networks to shape the future of embedded finance.

DD3, Media:

DD3 Media is a media creation, management, and production company delivering engaging content globally

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