PORTFOLIO Lending: a high-tech, high-touch balancing act Community bankers say they can get the best of both worlds by using the latest financial technology to meet the needs of customers- whether they want a digital banking experience or not. By Beth Mattson-Teig Lending ommunity bankers are increasingly having to manage a balancing act: How do they expand their digital lending platforms to give the convenience that customers are demanding while not sacrificing their trademark personal service? Customers increasingly want the best of both worlds 30 Q ICBA Independent Banker Q February 2020 C when it comes to loan products. Many like the convenience of being able to fill out applications online and send documents electronically at any time and from anywhere. But they also enjoy the personal touch a community bank offers. They like that they can pick up the phone or walk into a branch and talk to someone when they need to. Indeed, one misconception of digital banking is that it removes or dilutes the personal relationship with clients, when the reality is that it can add to the overall customer experience and strengthen the banking relationship, says J. Kenneth Sykes, senior vice president and senior relationship development officer at $850 million-asset