How Clearview FCU's CIO gets employees to use and trust AI

·18 min·1 clip

Raymond George at Clearview FCU reveals how he gets employees to trust AI while facing pressure to do more with less.

The American Banker Podcast episode features an interview with Raymond George, Chief Information Officer of Clearview Federal Credit Union. Host Penny Crosman introduces the pressure financial institutions face to adopt AI for efficiency. George provides background on Clearview FCU, a community charter credit union in Pittsburgh with 140,000 members, originally U.S. Airways Federal Credit Union. The discussion immediately tackles the tension between AI-driven efficiency and employee job security, referencing Jack Dorsey's announcement of 4,000 layoffs at Block due to AI productivity gains. George acknowledges AI's power but states Clearview is not planning similar layoffs, instead focusing on growth without proportionally increasing staff. He shares his approach to motivating employees: training them and emphasizing that AI will transform jobs, not necessarily eliminate them, coining the phrase 'AI may not take your job, but somebody who knows AI will.' George advocates for a partnership model where humans check AI outputs for accuracy. He discusses monitoring AI use and integrating it into job functions as a standard requirement, likening it to a pilot learning to fly a jet. The conversation explores whether AI will replace traditional software-as-a-service, with George predicting significant impact but not outright replacement. He lists concrete AI uses at Clearview: HR tasks, business intelligence analysis, code generation, call center log analysis, branch scheduling, lending portfolio analysis, delinquency tracking, and fraud detection. Specific tools mentioned include corporate licenses for ChatGPT and Copilot, plus Lulu from Zest for credit union 5300 report analysis. George touches on ethical concerns around AI companies and government use, noting issues filter down to financial applications. Measurement of AI outcomes includes hours saved via RPA and return on investment for models like credit scoring. Finally, he provides historical context, comparing current AI hype to the unfulfilled promises of Robotic Process Automation a decade ago, suggesting a more realistic integration this time with agentic AI enhancing RPA.

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A credit union CIO argues for AI adoption that helps staff work better without outsourcing judgment.

The American Banker Podcast frames AI adoption as a management problem as much as a technology one. Penny Crosman speaks with Raymond George, CIO of Clearview Federal Credit Union, about how a 140,000-member institution serving 10 counties around Pittsburgh is trying to make AI…

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