Hallmarks of stellar customer service across industries

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?

Carlos Herrera and Josefa Ruiz

How community banks serve immigrants

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.

Retail Banking Interrupted graphic

How COVID-19 has disrupted retail banking

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.

Williamstown Bank lobby

Community bank branches are evolving

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

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.

Smart phones stacked on top of each other

How to rebuild your back office for Gen Z

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

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

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

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

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.