Independent Banker - April 2021 - 46
ICBA 2021/22 EXECUTIVE COMMITTEE
The COVID-19 pandemic has changed
customers' expectations with regard to
remote access to services. How do you
think community banks are and should be
working to meet those expectations?
Bob Fisher: Most banks today have
all the basics like ATMs, mobile
banking, online banking and mobile
check deposit. But we now need to
take it a step further and make sure
to have that functionality and look to
integrate the entire experience. Every
experience a customer has with their
bank should look and feel the same
no matter what channel they are
using. Also, community banks need
to look for ways to provide hightouch
service along with the high
tech. Our call center, for example, is
100% person-to-person interactions.
Every customer who calls speaks to a
live person, an employee of the bank.
Although we started this years ago,
it is more important now than ever
during the pandemic that when our
customers call for help, there isn't a
machine telling them to press 1, etc.
Brad Bolton: The expectation of our
customers is to be " always on "
while retaining our relationshipfocused
manner of doing business.
The pandemic demonstrated that
we could meet our customers'
needs where they are, on their own
time. I think we as an industry
must continue to move that ball
forward by off ering as many digital
services as possible. Community
bankers must stay vigilant in
meeting customers' expectations.
We can do it, and I am confi dent
that ICBA's innovation focus will
help community banks meet the
challenges ahead.
Russell Laff itte: Our customers expect
instant access to their fi nancial
products and needs. Community
banks have been investing in digital
solutions to take care of their
customers during and before the
pandemic. Some may have more work
to do than others, but with fi ntechs
we continue to stay competitive by
off ering the best customer solutions.
Greg Deckard: As chairman of
ICBA Bancard, I am aware of the
tremendous team and resources ICBA
and our Services Network provide to
community banks. Recently, I wrote
an article regarding this very issue:
providing access to digital off erings,
payment strategies (not just debit
and credit cards) and staying abreast
of fi ntech developments. Our clients
demand we provide a vast array
of technology off erings, especially
during the pandemic. We have seen
tremendous growth in enrollment and
usage of our off erings and anticipate
this trend to continue.
Tim Aiken: I think a lot of us adapted
rather quickly to this new normal. In
some cases, it moved up timelines for
products and services or upgrades
that banks were already considering.
I also have to give credit to the
many vendor partners who met this
challenge as well.
Noah Wilcox: I think community
bankers have done a terrifi c job
adapting to the changing customer
expectations. However, they will
have to continue to adapt to those
customers' changing preferences and
expectations. Bankers would be well
advised to embrace creativity as they
seek to maintain that relationship
component of their business model.
Preston Kennedy: Community banks
that are not working overtime to
improve remote access need to
consider how that will signifi cantly
impact business in the years ahead.
When the pandemic is over, and
community banks can once again
resume our renowned personal
service, those that have invested time
and money into digital platforms will
be unstoppable in their markets.
Tim Zimmerman: Consumers found out
they can very eff ectively access core
banking services electronically. In
fact, consumers now expect even
more convenience and easy access
The pandemic demonstrated that
we could meet our customers'
needs where they are, on their
own time. I think we as an industry
must continue to move that ball
forward by offering as many
digital services as possible.
-BRAD BOLTON, PRESIDENT, CEO AND SENIOR LENDER OF
COMMUNITY SPIRIT BANK, RED BAY, ALA.
46 Q ICBA Independent Banker Q April 2021
Independent Banker - April 2021
Table of Contents for the Digital Edition of Independent Banker - April 2021
Table of Contents
Independent Banker - April 2021 - Cover1
Independent Banker - April 2021 - Cover2
Independent Banker - April 2021 - Table of Contents
Independent Banker - April 2021 - 2
Independent Banker - April 2021 - 3
Independent Banker - April 2021 - 4
Independent Banker - April 2021 - 5
Independent Banker - April 2021 - 6
Independent Banker - April 2021 - 7
Independent Banker - April 2021 - 8
Independent Banker - April 2021 - 9
Independent Banker - April 2021 - 10
Independent Banker - April 2021 - 11
Independent Banker - April 2021 - 12
Independent Banker - April 2021 - 13
Independent Banker - April 2021 - 14
Independent Banker - April 2021 - 15
Independent Banker - April 2021 - 16
Independent Banker - April 2021 - 17
Independent Banker - April 2021 - 18
Independent Banker - April 2021 - 19
Independent Banker - April 2021 - 20
Independent Banker - April 2021 - 21
Independent Banker - April 2021 - 22
Independent Banker - April 2021 - 23
Independent Banker - April 2021 - 24
Independent Banker - April 2021 - 25
Independent Banker - April 2021 - 26
Independent Banker - April 2021 - 27
Independent Banker - April 2021 - 28
Independent Banker - April 2021 - 29
Independent Banker - April 2021 - 30
Independent Banker - April 2021 - 31
Independent Banker - April 2021 - 32
Independent Banker - April 2021 - 33
Independent Banker - April 2021 - 34
Independent Banker - April 2021 - 35
Independent Banker - April 2021 - 36
Independent Banker - April 2021 - 37
Independent Banker - April 2021 - 38
Independent Banker - April 2021 - 39
Independent Banker - April 2021 - 40
Independent Banker - April 2021 - 41
Independent Banker - April 2021 - 42
Independent Banker - April 2021 - 43
Independent Banker - April 2021 - 44
Independent Banker - April 2021 - 45
Independent Banker - April 2021 - 46
Independent Banker - April 2021 - 47
Independent Banker - April 2021 - 48
Independent Banker - April 2021 - 49
Independent Banker - April 2021 - 50
Independent Banker - April 2021 - 51
Independent Banker - April 2021 - 52
Independent Banker - April 2021 - 53
Independent Banker - April 2021 - 54
Independent Banker - April 2021 - 55
Independent Banker - April 2021 - 56
Independent Banker - April 2021 - 57
Independent Banker - April 2021 - 58
Independent Banker - April 2021 - 59
Independent Banker - April 2021 - 60
Independent Banker - April 2021 - 61
Independent Banker - April 2021 - 62
Independent Banker - April 2021 - 63
Independent Banker - April 2021 - 64
Independent Banker - April 2021 - 65
Independent Banker - April 2021 - 66
Independent Banker - April 2021 - 67
Independent Banker - April 2021 - 68
Independent Banker - April 2021 - 69
Independent Banker - April 2021 - 70
Independent Banker - April 2021 - 71
Independent Banker - April 2021 - 72
Independent Banker - April 2021 - 73
Independent Banker - April 2021 - 74
Independent Banker - April 2021 - 75
Independent Banker - April 2021 - 76
Independent Banker - April 2021 - 77
Independent Banker - April 2021 - 78
Independent Banker - April 2021 - 79
Independent Banker - April 2021 - 80
Independent Banker - April 2021 - Cover3
Independent Banker - April 2021 - Cover4
https://www.nxtbook.com/mspc/independentbanker/october2024
https://www.nxtbook.com/mspc/independentbanker/september2024
https://www.nxtbook.com/mspc/independentbanker/august2024
https://www.nxtbook.com/mspc/independentbanker/july2024
https://www.nxtbook.com/mspc/independentbanker/june2024
https://www.nxtbook.com/mspc/independentbanker/may2024
https://www.nxtbook.com/mspc/independentbanker/april2024
https://www.nxtbook.com/mspc/independentbanker/march2024
https://www.nxtbook.com/mspc/independentbanker/february2024
https://www.nxtbook.com/mspc/independentbanker/january2024
https://www.nxtbook.com/mspc/independentbanker/december2023
https://www.nxtbook.com/mspc/independentbanker/november2023
https://www.nxtbook.com/mspc/independentbanker/october2023
https://www.nxtbook.com/mspc/independentbanker/september2023
https://www.nxtbook.com/mspc/independentbanker/august2023
https://www.nxtbook.com/mspc/independentbanker/july2023
https://www.nxtbook.com/mspc/independentbanker/june2023
https://www.nxtbook.com/mspc/independentbanker/may2023
https://www.nxtbook.com/mspc/independentbanker/april2023
https://www.nxtbook.com/mspc/independentbanker/march2023
https://www.nxtbook.com/mspc/independentbanker/february2023
https://www.nxtbook.com/mspc/independentbanker/january2023
https://www.nxtbook.com/mspc/independentbanker/december2022
https://www.nxtbook.com/mspc/independentbanker/november2022
https://www.nxtbook.com/mspc/independentbanker/october2022
https://www.nxtbook.com/mspc/independentbanker/september2022
https://www.nxtbook.com/mspc/independentbanker/august2022
https://www.nxtbook.com/mspc/independentbanker/july2022
https://www.nxtbook.com/mspc/independentbanker/june2022
https://www.nxtbook.com/mspc/independentbanker/may2022
https://www.nxtbook.com/mspc/independentbanker/april2022
https://www.nxtbook.com/mspc/independentbanker/march2022
https://www.nxtbook.com/mspc/independentbanker/february2022
https://www.nxtbook.com/mspc/independentbanker/january2022
https://www.nxtbook.com/mspc/independentbanker/december2021
https://www.nxtbook.com/mspc/independentbanker/november2021
https://www.nxtbook.com/mspc/independentbanker/october2021
https://www.nxtbook.com/mspc/independentbanker/september2021
https://www.nxtbook.com/mspc/independentbanker/august2021
https://www.nxtbook.com/mspc/independentbanker/july2021
https://www.nxtbook.com/mspc/independentbanker/june2021
https://www.nxtbook.com/mspc/independentbanker/may2021
https://www.nxtbook.com/mspc/independentbanker/april2021
https://www.nxtbook.com/mspc/independentbanker/march2021
https://www.nxtbook.com/mspc/independentbanker/february2021
https://www.nxtbook.com/mspc/independentbanker/january2021
https://www.nxtbook.com/mspc/independentbanker/december2020
https://www.nxtbook.com/mspc/independentbanker/november2020
https://www.nxtbook.com/mspc/independentbanker/october2020
https://www.nxtbook.com/mspc/independentbanker/september2020
https://www.nxtbook.com/mspc/independentbanker/august2020
https://www.nxtbook.com/mspc/independentbanker/july2020
https://www.nxtbook.com/mspc/independentbanker/june2020
https://www.nxtbook.com/mspc/independentbanker/may2020
https://www.nxtbook.com/mspc/independentbanker/april2020
https://www.nxtbook.com/mspc/independentbanker/march2020
https://www.nxtbook.com/mspc/independentbanker/february2020
https://www.nxtbook.com/mspc/independentbanker/january2020
https://www.nxtbook.com/mspc/independentbanker/december2019
https://www.nxtbook.com/mspc/independentbanker/november2019
https://www.nxtbook.com/mspc/independentbanker/october2019
https://www.nxtbook.com/mspc/independentbanker/september2019
https://www.nxtbook.com/mspc/independentbanker/august2019
https://www.nxtbook.com/mspc/independentbanker/july2019
https://www.nxtbook.com/mspc/independentbanker/june2019
https://www.nxtbook.com/mspc/independentbanker/may2019
https://www.nxtbook.com/mspc/independentbanker/april2019
https://www.nxtbook.com/mspc/independentbanker/march2019
https://www.nxtbook.com/mspc/independentbanker/february2019
https://www.nxtbook.com/mspc/independentbanker/january2019
https://www.nxtbook.com/mspc/independentbanker/december2018
https://www.nxtbook.com/mspc/independentbanker/november2018
https://www.nxtbook.com/mspc/independentbanker/october2018
https://www.nxtbook.com/mspc/independentbanker/september2018
https://www.nxtbook.com/mspc/independentbanker/august2018
https://www.nxtbook.com/mspc/independentbanker/july2018
https://www.nxtbook.com/mspc/independentbanker/june2018
https://www.nxtbook.com/mspc/independentbanker/may2018
https://www.nxtbook.com/mspc/independentbanker/april2018
https://www.nxtbook.com/mspc/independentbanker/march2018
https://www.nxtbook.com/mspc/independentbanker/february2018
https://www.nxtbook.com/mspc/independentbanker/january2018
https://www.nxtbook.com/mspc/independentbanker/december2017
https://www.nxtbook.com/mspc/independentbanker/november2017
https://www.nxtbook.com/mspc/independentbanker/october2017
https://www.nxtbook.com/mspc/independentbanker/september2017
https://www.nxtbook.com/mspc/independentbanker/august2017
https://www.nxtbook.com/mspc/independentbanker/july2017
https://www.nxtbook.com/mspc/independentbanker/june2017
https://www.nxtbook.com/mspc/independentbanker/may2017
https://www.nxtbook.com/mspc/independentbanker/april2017
https://www.nxtbookmedia.com