Independent Banker - June 2020 - 37

days to turn around, such as the approval process for remote
deposit customers, are now taking two hours. "
SimplyBank had a similar success when a product review
revealed time-saving capabilities for the credit department.
" Continually auditing current products and technologies is key
to maximizing return on investment. "
Using tech to connect
Far from discarding relationship-based banking, these
innovators use technology to reinforce customer relationships.
SB One Bank's digital experience team accompanies
relationship managers on visits to commercial customers.
" Going on those calls allows us to have that one-on-one
experience with the customers, " Mattera says. " We can create
opportunities to discuss their questions about the technology.
That reinforces the emotional connection with our customers. "
Fosse adds that relationships are key to optimizing
technology. " Anybody can implement technology, but it's
training the staff and community on how to use it that is
critical, " she says. " That's where community banks have a
leg up. Our customers are our friends and families. We have
an opportunity that the bigger banks don't have to teach
customers firsthand. "
Innovation, these community bankers agree, requires a
culture shift. To integrate new approaches with established
practices, Sells paired a seasoned vice president of operations
with a new marketing hire from a tech startup background.
" We had to create a shared language between the two and
a process for how we will try new things, " he says. The pair
ultimately created a plan that has brought in more than
$200 million in new deposits digitally.
Swafford recommends engaging staff in product
development, using all-staff meetings and other corporate
communications to provide regular updates on new technology
or other innovations that are in the pipeline.
" We tell our people, 'Here's some crazy idea we're working
on,' " Swafford says. " When it comes, it's not something that
someone just sent out an email about. They've been hearing
about it for nine months. It helps the staff take an ownership
in new ideas. "
Over the long haul, these four innovators say that a
paradigm shift is needed to meet today's demands on the
industry. " There tends to be an attitude of, 'This is the way
it's always been done,' " Fosse says. " Instead, we should be
thinking, 'How should it be done in today's world?' "
Judith Sears is a writer in Colorado.
Blake Swafford, 33
Senior innovation officer
SimplyBank /// Dayton, Tenn.
/// Blake Swafford, a second-generation
community banker, combines a growth
mindset with an appreciation for community
identity. Swafford recently led SimplyBank's
lending and compliance staff in producing a
groundbreaking risk-based pricing matrix that
leverages the community bank's service and
local decision-making.
independentbanker.org Q 37
Ali Mattera, 33
Senior vice president, technology
and digital bank officer
SB One Bank /// Paramus, N.J.
/// Ali Mattera guided SB One Bank through
two acquisitions in the past two years without
disruption and oversaw the development of
a company-wide intranet. Mattera provides
policy advice to community organizations
and state legislators on cybersecurity and
privacy protection.
http://www.independentbanker.org
Independent Banker - June 2020

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