Hallmarks of stellar customer service across industries May 01st 2021 12:05am on Corporate Goverance, Leadership, Operations & Management, Retail, slide Hallmarks of stellar customer service across industries May 01st 2021 12:05am on Corporate Goverance, Leadership, Operations & Management, Retail, slide Good customer service is good customer service, no matter the industry. Consumers build their customer service expectations based on their best—and worst—experiences, whether it’s with a grocery store or an online retailer. So, what lessons in innovative customer service can community banks learn from companies in other industries?
How community banks serve immigrants Feb 01st 2021 12:02am on Banks, Consumer, Focus, Industry Insight, Operations & Management, Regulation & Compliance, Retail When people come to live in the U.S. from other countries, they often don’t have an American credit history, identification or other typical requirements of the account-opening or loan process. But community banks are finding ways to serve this growing population while mitigating credit and compliance hurdles.
How COVID-19 has disrupted retail banking Dec 01st 2020 09:12am on Banks, Industry Insight, Operations & Management, Retail, slide The pandemic has disrupted the world of retail, and retail banking was no exception. Community banks adapted to COVID-19 restrictions to meet the needs of customers, embracing new and existing branch trends.
Community bank branches are evolving Nov 01st 2020 12:11am on Banks, Industry Insight, Operations & Management, Retail, slide, Tech Many community banks were already rethinking the role of their branches when COVID-19 forced them to interact with customers in new and increasingly digital ways. But rather than buck physical banking trends, industry experts say the pandemic is furthering existing evolutions in how customers use branches, especially for complex financial services.
How community banks can ease financial anxiety Oct 01st 2020 12:10am on Banks, General, Industry Insight, Leadership, Operations & Management, Retail, slide Unknowns create anxiety, and the COVID-19 pandemic has brought uncertainty like few other times in modern memory. Luckily, customers who feel anxious about money have community banks to lean on.
How to rebuild your back office for Gen Z Jun 01st 2020 12:06am on Operations & Management, Retail, slide, Tech, Trends Generation Z has arrived. They’re hitting the age when they’re getting jobs, opening bank accounts and making major life decisions. But their tech-savvy and customer service‑oriented expectations for businesses may strain many banks’ back offices. Here’s how community banks are evolving their operations to keep up. By Susan Thomas Springer ■ Illustrations by Daniel Hertzberg […]
How OceanFirst Bank retained clients by connecting Jan 01st 2020 12:01am on Connections, Operations & Management, Retail At the heart of the retention strategy at OceanFirst Bank in Toms River, N.J., is high-touch customer service coupled with an active staff training program. By Judith Sears Name: OceanFirst Bank Assets: $8 billion Location: Toms River, N.J. OceanFirst Bank has created a high-tech, high-touch customer service culture that is nimbly navigating consumers’ changing expectations of […]
WEBINAR: New Expectations for Q Factors with CECL Nov 07th 2019 03:11pm on Deposits, Experts, Regulation & Compliance, Sponsored SPONSORED WEBINAR | In this webinar, presented by PCBB’s Janet Leung, you will gain an understanding of Q Factors with CECL. Learn how they need to be applied; how they vary based on the complexity of a loan portfolio and your chosen model and how different statistical approaches justify qualitative adjustments. In addition, receive insights on the AICPAs recently released guidelines for auditing CECL.
Five steps to building an effective deposit strategy plan Aug 30th 2019 10:08am on Asset Liability Management, Deposits, Experts, Funding Provided by Detalus | Building an effective deposit strategy plan is an integral tool to acquiring new, and retaining existing, deposits. It is more than a mere strategy exercise. The plan should be looked at as a working blueprint for achieving your bank’s goals for deposit mix and funding sources, as set by your asset liability committee (ALCO). Here are the five steps for designing, organizing and implementing a results-oriented plan.
How Fidelity Bank’s branches grow green Jul 01st 2019 12:07am on Connections, Operations & Management, Retail Despite a stagnant population in northeast Pennsylvania, Fidelity Deposit and Discount Bank has seen major growth over the past decade. It’s down to how the community bank has intertwined its brand with its branch design, balancing value-driven relationship banking and innovative features.
