South State Correspondent

MAY 18, 2022

The larger your bank, the more likely your customer is going to be satisfied with how their problem turned out. Conversely, the smaller your bank, there is a 60% correlation to being unhappy with the outcome of your resolution. Why Customer Problem Resolution Matters. Solving problems is central to customer service.

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social media Training Customer Experience Community Bank 195

Independent Banker

DECEMBER 31, 2022

Community banks have long been a bastion of relationship-focused service. But what happens when a community bank makes the decision to put technology—specifically, AI—at the heart of its customer service strategy? For Union Savings Bank (USB), a $3 billion-asset community bank in Danbury, Conn.,

Rhode Island 151

Rhode Island Community Bank Community Tools 151

Independent Banker

DECEMBER 31, 2022

The payments landscape is evolving, and customers’ needs are changing. Here’s how community banks can enhance their payments offerings. of banks’ revenues come from payments. Payments account for up to 30% of bank revenue, and that income stream is under attack. Chris Doyle, Texas First Bank. Quick Stat.

Trends 140

Trends Payments Community Bank Texas 140

Gonzobanker

APRIL 25, 2024

Once upon a time, First Southern Farmers, Merchants & Community Bank & Trust (or FSFMCBT, for short), a community bank in Anytown, USA, was renowned for its neighborly charm. When Calvin DoRight founded the bank in 1948, delivering exceptional customer service was his dream.

System 148

System Training Community Bank Management 148

ZootBlog

FEBRUARY 12, 2016

How long should it take to add your spouse to your bank account? However, it took one full hour to accomplish this simple task at my local community bank where I have been a customer for more than a decade. The experience left me wondering, with today’s technology how could this be possible.

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Community Bank Community Technology ATM 63

Independent Banker

MAY 31, 2022

That uncomfortable feeling you get in the pit of your stomach when you decide to try something new serves as a motivator and is why I tell community bankers: “To succeed in today’s rapidly evolving digital landscape, you need to get comfortable with feeling uncomfortable.”. Cultivating a collaborative environment.

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Community Bank Community Innovation Meeting 120

Abrigo

MARCH 2, 2023

Experts have highlighted numerous lessons from Southwest’s experience, many of which can benefit bank and credit union executives, regardless of their institution size, as they manage competing priorities for spending and growth initiatives on banking solutions.

Technology 195

Technology Lending Community Software 195

South State Correspondent

OCTOBER 26, 2023

In every discussion we participated in or overheard, everyone talked like borrowers have homogenous financial information, not realizing how messy small business underwriting is. Generative AI: Traditional AI was ever-present in touted solutions regarding fraud, risk management, and the customer experience.

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Conference Las Vegas Fraud Case Study 221

Independent Banker

OCTOBER 31, 2022

We spoke with industry specialists about the priorities for community banks as they build a digital loan process for small businesses. It’s critical for community banks to have online loan applications, process automation staff skilled in digitization and more. Doing so can help community banks: Optimize the loan cycle.

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Lending Community Bank Community Illinois 91

South State Correspondent

JANUARY 30, 2024

The good news is that for many other areas, budgets are lower at banks compared to last year, and the fact that IT is still positive underscores the strategic imperative that banks face to digitize traditional operations, reduce costs, gain scale, and improve the customer experience. and 11.1%, with a median of 8.1%

Capital 195

Capital Operations Customer Experience Comparison 195

Independent Banker

JANUARY 31, 2023

With technology upgrades and customer experience consistently ranking as chief priorities for community banks, there’s no question that innovation serves as a strategic imperative. By Charles Potts, ICBA When it comes to innovation, understanding how we do it may be even more important than why.

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Fintech Innovation Community Community Bank 139

Independent Banker

SEPTEMBER 30, 2021

In this feature, we’ll look at a number of ways you can continue to build trust—an especially crucial task as the pandemic continues, telecommuting persists and consumer banking practices evolve. But for most community banks, building a trustworthy brand isn’t a conscious effort. fashioned customer service.

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Community Community Bank social media Security 139

Abrigo

SEPTEMBER 2, 2020

Without the ability to have face-to-face branch interactions due to the coronavirus, it became imperative for financial institutions to serve customers effectively through digital channels. See how digitization can improve customer experiences. In today’s environment, digitalization isn’t just a nice-to-have – it’s a necessity.

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Lending Community San Antonio Survey 259

Independent Banker

APRIL 30, 2022

While most of Alpine Bank’s in-lobby “shops” are carried out here at its Glenwood Springs branch, the program also has an online element. It’s no secret why Alpine Bank’s mystery shopper program has helped the community bank meet and exceed customer expectations over the past two decades. Name: Alpine Bank.

Community Bank 91

Community Bank Community Illinois Online 91

Independent Banker

AUGUST 31, 2021

The payments space can be dizzying for even the most enterprising community bank. Experts point to a strategy built on customer input and relationship-building. Banking-as-a-service (BaaS). Central bank digital currency (CBDC). The customer connection. The customer drives everything,” Laverdure says.

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Trends How To Payments Community Bank 91

South State Correspondent

AUGUST 15, 2022

At SouthState, our commercial lending teams use an online proposal generator, and we make that same app available to any community bank. Every time a lender contacts the borrower, the contact creates an opportunity to demonstrate superior service, impart market information, offer expert advice, or increase mindshare. Conclusion.

Tools 195

Tools Lending Online Training 195

South State Correspondent

AUGUST 15, 2022

At SouthState, our commercial lending teams use an online proposal generator, and we make that same app available to any community bank. Every time a lender contacts the borrower, the contact creates an opportunity to demonstrate superior service, impart market information, offer expert advice, or increase mindshare. Conclusion.

Tools 195

Tools Lending Online Training 195

Independent Banker

OCTOBER 31, 2021

“I’m not sure how we would have processed all of the PPP loans and everything else in the last 18 months without some of the technology that we have implemented,” says Chris Jundt, senior vice president and chief lending officer at First State Bank & Trust. Northpointe Bank in Grand Rapids, Mich., Cashing in on efficiencies.

Lending 91

Lending Community Bank Community North Dakota 91

South State Correspondent

JUNE 27, 2023

It’s a way for banks to speak with each other, and it started to be phased in during the first quarter of this year with the goal of a complete conversion by 2025. While this is mostly the domain of large banks, there are three reasons why your community bank should consider adopting this language to increase future bank performance.

System 195

System Data Examples Payments 195

Abrigo

SEPTEMBER 2, 2020

Without the ability to have face-to-face branch interactions due to the coronavirus, it became imperative for financial institutions to serve customers effectively through digital channels. See how digitization can improve customer experiences. In today’s environment, digitalization isn’t just a nice-to-have – it’s a necessity.

Lending 195

Lending Community San Antonio Survey 195

Gonzobanker

JANUARY 17, 2020

In the soon to be released What’s Going On In Banking study, Cornerstone ’s Ron Shevlin shows that both bank and credit union execs are most fearful of big tech (Amazon Prime, Venmo, Apple Card) primarily because of their great data reach and ability to drive customer experience. Experian recently reported.

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Customer Experience Fintech Regional Cards 127

PYMNTS

OCTOBER 31, 2019

. “With a strong alignment to the bank’s ambitious growth agenda, we believe our fully integrated IDC 19.1 will support their vision of becoming an innovative and responsive digital bank.

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Innovation Community Bank Customer Experience Operations 101

Abrigo

FEBRUARY 3, 2017

Meanwhile the institution understands that this process doesn’t meet the customer’s expectation, which has been shaped by their experience in consumer banking and payments. They intend to: • Create a better customer experience as described above. Community banks worry they are in a lose-lose situation.

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Lending Community Bank Meeting Community 150

Cisco

NOVEMBER 15, 2022

Open banking allows third-party financial services companies to access consumer banking, transaction, and other financial data via the secure use of APIs. It is about opening up information to spur innovation of third-party providers to build new, added-value offerings.

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Innovation Security Innovation Strategies Data 160

Independent Banker

DECEMBER 31, 2022

We recently spoke with community bank CEOs from across the country to gain insights on how they’re proactively positioning to manage risks and take advantage of growth opportunities in the coming year. Following some respite in 2022, community bankers are bracing for a tougher economic landscape ahead in 2023. Corey Neil.

Community Bank 91

Community Bank Community Tampa North Carolina 91

Gonzobanker

MAY 21, 2019

The following memo outlines my assessment and recommendations concerning our purchase of Acme Bank, a $5 billion institution located in Metropolis, USA. Acme has doubled its size in the past five years with acquisitions of smaller community banks. We have to reshape Acme Bank quickly for the future.

Customer Experience 112

Customer Experience Analytics Management Operations 112

PYMNTS

JULY 24, 2019

But this has been the domain of larger financial institutions, especially when community banks and credit unions are included. Last month, payment company PayFi and The Clearing House (TCH) partnered to bring real-time payment technologies to community banks. This is shifting, though.

Payments 167

Payments Survey Community Bank Fraud 167

Abrigo

FEBRUARY 27, 2020

At most banks and credit unions, staff re-enter the same data point between 1 and 5 times, according to the survey. Abrigo Credit Consultant John Millman said that when institutions use multiple, unconnected systems, staff must repeatedly enter the same information. That wastes time and risks data entry errors.

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Lending Survey Data System 243

Abrigo

MAY 5, 2017

Borrowers want as much information as possible on the website so they can easily determine how to apply,” he said. Financial institutions have several options for addressing some of these pain points with borrowers – starting with providing more information to prospective borrowers, according to Martin.

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Survey Online Lending Taxes 150

Fintech Labs Insights

MARCH 14, 2024

For financial marketers, especially those in credit unions and community banks, the biggest event of the year, The Financial Brand Forum , is just two months away. See below for links to our financial services calendars, including fintech, banktech, insurtech, general banking events, and more.

Conference 15

Conference Fintech Marketing Las Vegas 15

Gonzobanker

DECEMBER 14, 2023

Not the financial industry’s “Troublemakers ” – those regional and community banks, credit unions and supporting fintech entrepreneurs who continue to engage customers and communities and find niches that keep the grassroots of our country’s financial system alive and kicking.

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Fintech Community Regional Technology 195

Independent Banker

OCTOBER 29, 2014

Employees serve the bank’s customers. If we serve our employees, they can do a better job serving our customers.” Jason Lord, Sunmark Community Bank. SunMark Community Bank. At SunMark Community Bank in Hawkinsville, Ga., Photo by Audra Melton. By Judith Sears. Assets: $215 million.

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Community Bank Community Training Memphis 87

Gonzobanker

JUNE 22, 2017

We suggest you strategically focus your insourcing efforts on these five things: Information management – It’s a real pain to find good data and reporting people. But we cannot outsource information management to third parties. Consider making this a bank-wide, “C” driven initiative. Too seldom.

Training 89

Training Lending Customer Experience Tools 89

Abrigo

OCTOBER 20, 2020

“Everybody kind of sits around every day and wonders how other institutions are handling this: how they’re preparing, how their policies are changing, how their approach to credit is changing,” said John Hatfield, Senior Credit Officer at Millennium Bank. And the more remote you get, the harder it is to communicate,” Hudson said.

Management 195

Management Lending Community Strategy 195

Independent Banker

OCTOBER 28, 2014

In a world where information can be the most valuable currency, community banks are gathering more of their internal data. a bank software provider in Cedar Park, Texas, most community banks gather data well for reporting purposes. Gathering and reporting bankwide data is becoming a competitive norm.

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Data social media Community Bank Community 88

Gonzobanker

DECEMBER 19, 2022

Hats off to Thomas Shara at Lakeland and Tony Labozzetta of Provident for architecting the new $25 billion super-community bank in New Jersey. The Smarter Bank Customer Experience Award. Goes to Brent Beardall, president and chief executive officer, WaFd Bank. The Smarter Bank Talent Award.

Community 216

Community Fintech Industry Innovation 216

PYMNTS

JANUARY 8, 2019

It would have been nice if an offer had been attached,” but he still enjoyed receiving the information. It was part of an experience, based on how he lives as a consumer. “I This story demonstrates that the standing assumptions that issuers must, in effect, buy the loyalty of their customers is not all there is to it.

Cards 140

Cards Software Regional Data 140