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The banking landscape post-COVID-19 pandemic looks different, with some surveys showing upwards of 90% of consumers prefer managing their money in one place, online. The tech-forward banks are some clear winners in this race, particularly following the financial crises over the last two years.

Benzinga chatted with JPMorgan Chase & Co JPM Chief Product Officer Rohan Amin to learn more. Heres a lightly edited version of the conversation that transpired.

Q: Hello, Rohan! It is nice to meet you. Can you share with me your background?

Amin: I worked in the defense and intelligence community near the [Washington] D.C. metro area for over a decade. It was a fantastic experience that had nothing to do with financial services; instead, I was doing government work in information technology, cybersecurity, and electronic warfare.

In 2014, I received a call from JPMorgan Chase. This opportunity also allowed me to be closer to my family, and I took it. Since joining, Ive had three jobs. I was the Chief Information Security Officer responsible for the banks cybersecurity globally. I was the Chief Information Officer. And now, I am the Chief Product Officer accountable for product development, design, data, and analytics, including our AI and machine learning agendas.

Q: What does your day-to-day look like?

Amin: The best way to describe that is to talk about one of my peers, Gill Haus, the chief Information officer. He took the job I had in terms of running our technology.

Today, Gill and I copilot our customer-facing product development organization. Thats 17,000 product developers, engineers, designersand data and analytics people. We refer to them as the quad. They make up the roughly 100 teams that build all the experiences, such as the process by which customers open an account and our credit monitoring tools free to customers and non-customers. My day-to-day is strategy and working with the teams to birth new customer experiences.

Q: How do you balance innovation with security?

Amin: Job number one is the security and privacy of our customers' data. For example, we were the first bank to move away from screen scraping, not allowing third parties to scrape customer data, and to ensure people are using secure APIs and exposing that to the customer.

In other words, customers can turn things on and off regarding where their data gets shared. All our work on fraud and protecting customers against scams ensuring we have a well-run, well-controlled environment is job one.

Job two is to bring new value to customers, taking inspiration from all forms of competitors, including fintechs.

Most of our inspiration comes from our customers, though. We prefer that we have the best offering or one that best addresses customer needs. Sometimes, we are first, and sometimes we are not. That is fine.

An excellent example is our Chase Pay in 4? offerings, launched as our answer to buy now, pay later. Essentially, debit card customers can split purchases between $50and $400into four installments and pay no fees or interest.

Q: What trends have you observed?

Amin: We did our digital banking survey in 2023, and over 90% of survey respondents said they use the mobile app more than once monthly. We see more customers using mobile versus desktop web browsers. So, mobile adoption continues to rise.

Second, installment lending and digital payments continue to increase, and we have been bringing to market our offerings in those spaces as well.

We have 26 million active users of Zelle, and that number is growing.

Lastly, our personalization and credit monitoring tools, which allow customers and non-customers to get their credit scores and personalized plans for improving their scores, are seeing a lot of interest, particularly from the millennial generation.

Q: How are those trends, among other factors, influencing your product roadmap?

Amin: There are several factors that we respond to in real time. For instance, we had the pandemic, during which we had to pivot all of our plans to help small businesses pay their bills, employeesand other things they had to do.

Sometimes, macro situations may drive our roadmap. In other cases, its those trends we just talked about, including installment and point-of-sale lending. When we observe customers who want to use those payment solutions, we'll build in response to that.

We obsess over feedback, listening to calls, or reading input verbatim in our app. All those wants and needs get added to our product backlog. Our managers will synthesize all the feedback and set objectives that we will work into our apps, which are updated every two weeks.

Q: Say you have a customer thats experiencing an issue. How does their feedback flow to you or your teams? How quickly are those issues then resolved?

Amin: We have dashboards that retrieve customer feedback from places like the Apple App Store within minutes. Well mine that data to understand what the issues are.

Weve gotten so good at recognizing and addressing issues that if youre having a problem and you call, our automated interactive voice response (IVR) system will change the menu options to surface the thing you want. So, if we think you're having trouble with a payment, the first thing you'll hear when you call is making a payment.

Q: What excites you most as we head toward year-end and 2024?

Amin: Machine learning and artificial intelligence (AI) are hot topics. Were careful to explore, integrateand use these technologies to enhance our customer-facing products and services and some of our back-office operations. Fundamentally, AI and machine learning help us personalize the content surfacing to you so that your online and physical interactions at our branches, which 60% of customers use, are holistic and pleasant.

Photo: Tim Samuel via Pexels

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‘Vibrant’ Sanders says Buffs will ‘win differently’

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'Vibrant' Sanders says Buffs will 'win differently'

BOULDER, Colo. — Colorado coach Deion Sanders said he feels “healthy and vibrant” after returning to the field for preseason practices after undergoing surgery to remove his bladder after a cancerous tumor was found.

Sanders, 57, said he has been walking at least a mile around campus following Colorado’s practices, which began last week. He was away from the team for the late spring and early summer following the surgery in May. Dr. Janet Kukreja, director of urological oncology at University of Colorado Cancer Center, said July 30 that Sanders, who lost about 25 pounds during his recovery, is “cured of cancer.”

“I’m healthy, I’m vibrant, I’m my old self,” Sanders said. “I’m loving life right now. I’m trying my best to live to the fullest, considering what transpired.”

Sanders credited Colorado’s assistant coaches and support staff for overseeing the program during his absence. The Pro Football Hall of Famer enters his third season as Buffaloes coach this fall.

“They’ve given me tremendous comfort,” Sanders said. “I never had to call 100 times and check on the house, because I felt like the house is going to be OK. That’s why you try your best to hire correct, so you don’t have to check on the house night and day. They did a good job, especially strength and conditioning.”

Colorado improved from four to nine wins in Sanders’ second season, but the team loses Heisman Trophy winner Travis Hunter, the No. 2 pick in April’s NFL draft, as well as record-setting quarterback Shedeur Sanders, the son of Deion Sanders. The Buffaloes have an influx of new players, including quarterbacks Kaidon Salter and Julian “Ju Ju” Lewis, who are competing for the starting job, as well as new staff members such as Pro Football Hall of Fame running back Marshall Faulk, who is coaching the Buffaloes’ running backs.

Despite the changes and his own health challenges, Deion Sanders expects Colorado to continue ascending. The Buffaloes open the season Aug. 29 when they host Georgia Tech.

“The next phase is we’re going to win differently, but we’re going to win,” Sanders said. “I don’t know if it’s going to be the Hail Mary’s at the end of the game, but it’s going to be hell during the game, because we want to be physical and we want to run the heck out of the football.”

Sanders said it will feel “a little weird, a little strange” to not be coaching Shedeur when the quarterback starts his first NFL preseason game for the Cleveland Browns on Friday night at Carolina. Deion Sanders said he and Shedeur had spoken several times Friday morning. Despite being projected as a top quarterback in the draft, Shedeur Sanders fell to the fifth round.

“A lot of people are approaching it like a preseason game, he’s approaching like a game, and that’s how he’s always approached everything, to prepare and approach it like this is it,” Deion Sanders said. “He’s thankful and appreciative of the opportunity. He don’t get covered in, you know, all the rhetoric in the media.

“Some of the stuff is just ignorant. Some of it is really adolescent, he far surpasses that, and I can’t wait to see him play.”

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LSU QB Nussmeier dealing with patellar tendinitis

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LSU QB Nussmeier dealing with patellar tendinitis

LSU starting quarterback Garrett Nussmeier aggravated the patellar tendinitis he has been dealing with in his knee but will not miss any significant time, coach Brian Kelly said Friday.

Kelly dropped in ahead of a news conference Friday with offensive coordinator Joe Sloan to tell reporters that Nussmeier did not suffer a severe knee injury or even a new one. According to Kelly, Nussmeier has chronic tendinitis in his knee and “probably just planted the wrong way” during Wednesday’s practice.

Nussmeier ranked fifth nationally in passing yards (4,052) last season, his first as LSU’s starter, and projects as an NFL first-round draft pick in 2026.

“It’s not torn, there’s no fraying, there’s none of that,” Kelly said. “This is preexisting. … There’s nothing to really see on film with it, but it pissed it off. He aggravated it a little bit, but he’s good to go.”

Kelly said Nussmeier’s injury ranks 1.5 out of 10 in terms of severity. Asked whether it’s the right or left knee, Kelly said he didn’t know, adding, “It’s not a serious injury. Guys are dealing with tendinitis virtually every day in life.”

LSU opens the season Aug. 30 at Clemson.

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3 departing members file updated suit vs. MWC

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3 departing members file updated suit vs. MWC

Three departing members of the Mountain West Conference are suing the league, alleging it improperly withheld millions of dollars and misled them about a plan to accelerate Grand Canyon’s membership.

Boise State, Colorado State and Utah State filed an updated lawsuit in the District Court of Denver arguing the conference and Commissioner Gloria Nevarez willfully disregarded the league’s bylaws by “intentionally and fraudulently” depriving the schools of their membership rights.

The three schools, which are all headed to the Pac-12 after the 2025-26 school year, are seeking damages for millions of dollars of alleged harm caused by the Mountain West, including the withholding of money earned by Boise State for playing in last year’s College Football Playoff.

“We are disappointed that the Mountain West continues to improperly retaliate against the departing members and their student athletes,” Steve Olson, partner and litigation department co-chair for the O’Melveny law firm, said in a statement. “We will seek all appropriate relief from the court to protect our clients’ rights and interests.”

The Mountain West declined further comment outside of a statement released last week. The conference has said the departing schools were involved in adopting the exit fees and sought to enforce those against San Diego State when it tried to leave the conference two years ago.

“We remain confident in our legal position, which we will vigorously defend,” the statement said.

The three outgoing schools argue the Mountain West’s exit fees, which could range from $19 million to $38 million, are unlawful and not enforceable. The lawsuit also claims the Mountain West concealed a plan to move up Grand Canyon University’s membership a year to 2025-26 without informing the departing schools.

The Mountain West is also seeking $55 million in “poaching fees” from the Pac-12 for the loss of five schools, including San Diego State and Fresno State starting in 2026. The two sides are headed back to court after mediation that expired last month failed to reach a resolution.

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