Melvin Ramen, Chief Lending Officer, Orlando Credit Union

Invest: spoke with Melvin Ramen, chief lending officer of Orlando Credit Union, about how the institution is combining automation, financial education, and personalized service to help members navigate a shifting lending environment. “It is a balance  between digital innovation and personalized experience,” Ramen said, as the credit union expands its reach while addressing affordability pressures and changing consumer expectations.

What have been the key milestones or strategic developments for the lending division at Orlando Credit Union over the past year?

I joined Orlando Credit Union in January 2025. Over the last 12 to 15 months, one of the most significant developments, in lending, has been our partnership with Zest AI. This collaboration  allows us to make faster decisions on consumer loans, including auto loans, personal loans, and credit cards. The process is much more efficient, and enhances inclusivity as we make decisions driven by data and credit information rather than personal opinion.

The  partnership has made a measurable difference. Before working with Zest AI, we were automating about 20% of our consumer loan decisions. Today, that figure is close to 50%. That means about one out of every two consumer loan applications receives an instant decision. Whether the outcome is an approval or a decline, the member gets an answer quickly and can move to the next step without delay.

We also launched our Local Heroes auto financing program. Through that initiative, first responders, healthcare workers, police officers, firefighters, military personnel, veterans, and city employees can receive a half-point discount on our published auto loan rates. It is a meaningful benefit, and more than 30% of our auto loans were for our local heroes.

Another product that has been very impactful is our unsecured home improvement loan. On average, members can access around $20,000, and in some cases more for well-qualified borrowers, often within 24 hours. That helps homeowners complete projects such as roof replacements or kitchen renovations without having to place a lien on their property. For larger projects, we offer home equity products to meet those needs.

We have also stayed focused on maintaining competitive rates across consumer lending, home equity, mortgages, and small business lending. As a not-for-profit financial institution approaching our 90th anniversary, our purpose is to help members make smart financial decisions through financial education, lower rates, lower fees, and strong products and services.

How is Orlando Credit Union positioning itself within Greater Orlando’s increasingly competitive financial services landscape?

Orlando Credit Union is strategically positioning itself as a forward-thinking, member-centric financial partner that balances cutting-edge convenience with personal service. A good example is our new location in Clermont under the O Foundation brand, which extends our reach into Lake County. The response to that opening has been very encouraging and reflects the demand we are seeing across Central Florida.

There is no question that younger consumers want speed, convenience, and digital access. They want to browse online, compare options, and complete as much of the process as possible on their own time. In many ways, the expectation today is an Amazon-like experience where things are fast and frictionless. If the process becomes too difficult, consumers will move on.

Financial decisions can be different from many other purchases. When it comes to buying a car, financing a home, or making another major financial commitment, people still want to talk to someone. Even when they have done their research online, many members want the reassurance of speaking with a trusted advisor, whether that is over the phone, through video, or in person at a branch. It is a balance to create a personalized experience.

The broader market is also being shaped by affordability concerns. Vehicle prices have risen significantly, home prices across Florida have appreciated sharply, and higher rates have added another layer of pressure. More recently, uncertainty in the market has caused some consumers to pause before making major financial decisions. Our role is to help members think through those choices responsibly and make decisions they can truly afford.

How is the credit union supporting changing consumer needs around refinancing, debt consolidation, and financial education?

A major part of our approach is education. We have seen refinancing activity increase as rates have started to come down. On consumer loans especially, once the rate difference becomes meaningful, members begin to pay attention.

When someone comes to us about refinancing, we walk them through the full picture. We show them where they are today, how much they are likely to pay in finance charges if they stay on their current path, and how much they could save by refinancing with us. Those conversations can be eye-opening.

For example, I recently shared with our team the case of a prospective member who had financed a vehicle with another institution. By refinancing with Orlando Credit Union at 7.05%, that member could save more than $15,000 over the next five years. When members see those numbers clearly, it helps them understand the value of making a change.

In some cases, there are tradeoffs. We may ask a member to put some money down so that the loan structure makes sense for both sides. But even then, we explain why that matters and how the long-term savings can outweigh the short-term outlay. Our goal is not simply to close a loan. It is to help members make decisions that improve their financial wellbeing over time.

The same philosophy applies to debt consolidation. Yes, we can help members consolidate debt, and in many cases we do. But if spending behavior does not change, then giving someone more money can leave them in a worse position. That is why we focus so heavily on financial education, budgeting, and behavior change.

Sometimes a member qualifies immediately, and we can move forward right away. In other situations, we may say: here is a plan, here is what we need to see, and if you show progress over the next few months, we will be ready to help. We want to see commitment, because lasting financial improvement comes from stronger habits as much as it does from the product itself.

A lot of that education is available digitally as well. Members can go to our website and find resources on refinancing, improving credit scores, and understanding when a loan product makes sense. We want to meet members where they are and give them tools that build confidence.

How do you approach talent recruitment and retention, particularly for lending professionals?

Investing in technology is extremely important, but investing in people is just as critical. In lending, a lot of talent development is still homegrown. We look for initiative, curiosity, and a willingness to learn. Then we provide the training and development needed to help our team  grow into trusted advisors.

We do a great deal of hands-on training. In our sales meetings, for example, we review real lending scenarios and walk through what to look for in a credit report, what risks exist in a request, and how to communicate clearly with members about rates, loan-to-value, or down payment requirements. Explaining why is a big part of the job. Even if a member ultimately chooses another path, we want them to leave better informed.

We also pair newer team members with experienced employees and give them opportunities to shadow different parts of the lending operation. That might include underwriting, processing, or the technology tools we use behind the scenes. Exposure to those areas helps employees understand not just their role, but how the entire process works.

Training itself has evolved as well. Today, team members have access to many more resources than they did even a few years ago. Tools such as ChatGPT and Microsoft Copilot can help employees think through how to explain concepts in plain language and prepare for conversations with members. Used the right way, that supports stronger communication and better service.

Ultimately, our goal is to build a team that understands both the technical side of lending and the human side of financial decision-making. When employees are well trained, confident, and equipped with the right tools, they are better able to serve members and build long-term trust.