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Laura Marino

Laura Marino

Chief Product Officer - TrueAccord

Laura is the Chief Product Officer at TrueAccord, a fintech company reinventing debt resolution. She is passionate about scaling companies and product organizations. Prior to joining TrueAccord, Laura led product teams in small and large organizations including SAP Labs, Nuance, Microsoft, Intapp, and Lever. She was named Top 25 FinTech Product Executive of 2021 by The Financial Technology Report and Winner of the 2020 Technology Up-and-Comers by Okta and Business Insider. Laura holds two Master of Science degrees from Stanford. She is a guest speaker in the Stanford Management Science and Engineering Department, lecturing on product management and entrepreneurship. She has been a keynote speaker at the Women in Product Conference and at INDUSTRY, the Product Conference, and is a frequent guest at product and fintech-focused podcasts. A supporter of women and diversity, Laura serves on the Board of Leading Women in Technology a non-profit dedicated to promoting women leadership.

Roadblock title

Building for credit servicing: applying a different consumer approach

Abstract

Fintechs pride themselves on customer experience, often investing heavily in user research and building products that resonate with their target customers. But what happens when your customer’s situation changes along with their financial status, priorities, and motivations? The customer you knew so well is suddenly a stranger. This is especially true for customers whose accounts become delinquent due to debt or other sensitive challenges. Engaging this kind of consumer requires a whole new approach. This talk will explore how building for credit servicing is nuanced and requires a different consumer approach. Learn how to engage customers at different points in the consumer lifecycle and when to build your own collections operation or hire an expert.