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Audio: What Is Account Management?

by Stefani Wendel 1 min read June 23, 2020

Account management is a critical strategy during any type of economy (pro-cycle, counter-cycle, cycle neutral). In times like these, marked by economic volatility, it is an effective way to identify which parts of your portfolio and which of your consumers need the most attention.

Check out this podcast where Cyndy Chang, Senior Director of Product Management, and Craig Wilson, Senior Director of Consulting, discuss the foundational elements of account management, best practices and use cases.

Account management today looks very different than what it has been during over a decade of growth proactive; account review is a critical part of navigating the path forward. Questions that need to be addressed include:

  • Do you have the right data?
  • Are you monitoring between data loads?
  • Are you reviewing accounts at the frequency that today’s changing demands require?

Listen in on the discussion to learn more.

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Customers rarely announce their departure. Instead, they quietly reduce engagement, move deposits and explore competing offers. By the time attrition shows up in reporting, competitors may have already captured meaningful wallet share. For lenders, the risk isn’t just lost accounts, it’s silent revenue erosion within relationships that still appear intact. The hidden risk in your portfolio Today’s consumers often hold less than half of their deposits or loans with a single provider. At the same time: Competition for prime borrowers continues to intensify. Cross-sell remains one of the most effective and efficient growth strategies available. Even small improvements in retention can drive outsized profitability gains. The opportunity is real, but only if you can see momentum early and act before competitors do. From static reviews to strategic signals Traditional monthly and quarterly reviews confirm what has already happened, but they rarely surface early indicators like emerging behavioral shifts or improving credit capacity. Modern portfolio management requires continuous visibility into behavioral signals, trended credit data and event-based triggers that highlight change as it happens. When you can see momentum forming, you can act with precision, intervene before balances leave, engage customers as capacity strengthens, and activate compliant prescreen cross-sell campaigns at the right moment. Our new interactive strategic snapshot outlines the modern approach to portfolio management, one that connects ongoing account review with timely, event-based signals, helping you protect, retain and grow high-value customers. Download it now to see how to turn early signals into stronger customer lifetime value. Read the snapshot

by Theresa Nguyen 1 min read April 7, 2026

Model inventories are rapidly expanding. AI-enabled tools are entering workflows that were once deterministic and decisioning environments are more interconnected than ever. At the same time, regulatory scrutiny around model risk management continues to intensify. In many institutions, classification determines validation depth, monitoring intensity, and escalation pathways while informing board reporting. If classification is wrong, every downstream control is misaligned. And, in 2026, model classification is no longer just about assigning a tier, but rather about understanding data lineage, use case evolution, interdependencies, and governance accountability in a decentralized, AI-driven environment. We recently spoke with Mark Longman, Director of Analytics and Regulatory Technology, and here are some of his thoughts around five blind spots risk and compliance leaders should consider addressing now. 1. The “Set It and Forget It” Mentality The Blind Spot Model classification frameworks are often designed during a regulatory remediation effort or inventory modernization initiative. Once documented and approved, they can remain largely unchanged for years. However, model risk management is an ongoing process. “There’s really no sort of one and done when it comes to model risk management,” said Longman. Why It Matters Classification is not merely descriptive, it’s prescriptive. It drives the depth of validation, the frequency of monitoring, the intensity of governance oversight and the level of senior management visibility. As Longman notes, data fragmentation is compounding the challenge. “There’s data everywhere – internal, cloud, even shadow IT – and it’s tough to get a clear view into the inputs into the models,” he said. When inputs are unclear, tiering becomes inherently subjective and if classification frameworks are not reviewed regularly, governance intensity can become misaligned with real exposure. Therefore, static classification is a growing risk, especially in a world of rapidly expanding AI use cases. In a supervisory environment that continues to scrutinize model definitions, particularly as AI tools proliferate, a dynamic, periodically refreshed classification process can demonstrate institutional vigilance. 2. Assuming Third-Party Models Reduce Governance Accountability The Blind SpotThere is often an implicit belief that vendor-provided models carry less governance burden because they were developed externally. Why It Matters Vendor provided models continue to grow, particularly in AI-driven solutions, but supervisory expectations remain firm. “Third-party models do not diminish the responsibility of the institution for its governance and oversight of the model – whether it’s monitoring, ongoing validation, just evaluating model drift” Longman said. “The board and senior managers are responsible to make sure that these models are performing as expected and that includes third-party models.” Regulators consistently emphasize that institutions remain responsible for the outcomes produced by models used in their decisioning environments, regardless of origin. If a vendor model influences credit approvals, pricing, fraud decisions, or capital calculations, it directly affects customers, financial performance and compliance exposure. Treating third-party models as inherently lower risk can also distort internal tiering frameworks. When vendor models are under-classified, validation depth and monitoring rigor may be insufficient relative to their true impact. 3. Limited Situational Awareness of Model Interdependencies The Blind Spotfeed multiple downstream models simultaneously. Why It Matters Risk often flows across interdependencies. When upstream models degrade in performance or introduce bias, downstream models inherit that exposure. If multiple material decisions depend on the same data transformation or feature engineering process, concentration risk emerges. Without visibility into these dependencies, tiering assessments may underestimate cumulative risk, and monitoring frameworks may fail to detect systemic vulnerabilities. “There has to be a holistic view of what models are being used for – and really somebody to ensure there’s not that overlap across models,” Longman said. Supervisors are increasingly interested in understanding how model risk propagates through business processes. When institutions cannot articulate how models interact, it raises broader concerns about situational awareness and control effectiveness. Therefore, capturing interdependencies within the classification framework enhances more than documentation. It enables more accurate tiering, more targeted monitoring and more informed governance oversight. 4. Excluding Models Without Defensible Rationale The Blind SpotGray-area tools frequently sit outside formal inventories: rule-based engines, spreadsheet models, scenario calculators, heuristic decision aids, or emerging AI tools used for analysis and summarization. These tools may not neatly fit legacy definitions of a “model,” and so they are sometimes excluded without robust documentation. Why It Matters Regulatory definitions of “model” have broadened over time. What creates risk is the absence of defensible reasoning and documentation. Longman describes the risk clearly: “Some [teams] are deploying AI solutions that are sort of unbeknownst to the model risk management community – and almost creating what you might think of as a shadow model inventory.” Without visibility, institutions cannot confidently characterize use, trace inputs, or assign appropriate tiers, according to Longman. It also undermines the credibility of the official inventory during examinations. A well-governed program can articulate why certain tools fall outside model risk management scope, referencing documented criteria aligned with regulatory guidance. Without that evidence, exclusions can appear arbitrary, suggesting gaps in oversight. 5. Inconsistent or Subjective Classification Frameworks The Blind SpotAs inventories scale and governance teams expand, classification decisions are often distributed across reviewers. Over time, discrepancies can emerge. Why It Matters Inconsistency undermines both risk management and regulatory confidence. If two models with comparable use cases and impact profiles are assigned different tiers without clear justification, it signals that the framework is not being applied uniformly. AI adds even more complexity. When it comes to emerging AI model governance versus traditional model governance, there’s a lot to unpack, says Longman: “The AI models themselves are a lot more complicated than your traditional logistic or multiple regression models. The data, the prompting, you need to monitor the prompts that the LLMs for example are responding to and you need to make sure you can have what you may think of as prompt drift,” Longman said. As frameworks evolve, particularly to incorporate AI, automation, and new regulatory interpretations, institutions must ensure that changes are cascaded across the entire inventory. Partial updates or selective reclassification introduce fragmentation. 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It determines how risk is measured, monitored, escalated, and reported. In a rapidly evolving regulatory and technological environment, it cannot remain static. Institutions that invest now in transparency, consistency, and data-level visibility will not only reduce supervisory friction – they will build a governance framework capable of supporting the next generation of AI-enabled decisioning. Learn more

by Stefani Wendel 1 min read March 20, 2026

Since 1996, The Internal Revenue Service (IRS) has issued more than 27 million individual taxpayer identification numbers (ITINs) –⁠ a 9-digit number used by individuals who are required to file or report taxes in the United States but are not eligible to obtain a Social Security number (SSN). Across the country, ITIN holders are actively contributing to their communities and the U.S. financial system. They pay bills, build businesses, contribute billions in taxes and manage their finances responsibly. Yet despite their clear engagement, many remain underrepresented within traditional lending models.  Lenders have a meaningful opportunity to bridge the gap between intention and impact. By rethinking how ITIN consumers are evaluated and supported, financial institutions can: Reduce barriers that have historically held capable borrowers back Build products that reflect real borrower needs Foster trust and strengthen community relationships Drive sustainable, responsible growth Our latest white paper takes a more holistic look at ITIN consumers, highlighting their credit behaviors, performance patterns and long-term growth potential. The findings reveal a population that is not only financially engaged, but also demonstrating signs of ongoing stability and mobility. A few takeaways include: ITIN holders maintain a lower debt-to-income ratio than SSN consumers. ITIN holders exhibit fewer derogatory accounts (180–⁠400 days past due). After 12 months, 76.9% of ITIN holders remained current on trades, a rate 15% higher than SSN consumers. With deeper insight into this segment, lenders can make more informed, inclusive decisions. Read the full white paper to uncover the trends and opportunities shaping the future of ITIN lending. Download white paper

by Theresa Nguyen 1 min read February 2, 2026