Independent Banker - November 2023 - 7

FROM THE TOP
" When I think about my blessings as a
community banker, it comes down to our
relationship model. In a society that has
become increasingly disconnected, our
model puts the human back into banking. "
Derek Williams
Chairman, ICBA
Derek Williams is president and
CEO of Century Bank & Trust in
Milledgeville, Ga.
fraud-the power we hold lies in
our customer relationships. We can
compete toe-to-toe on technology,
but we have something they don't:
human connection.
s Thanksgiving draws near, it
serves as an annual reminder
to take stock of the things for which
I am most grateful: my family. My
community. Food on the table and
a roof over my head. A fulfilling
job, my team and our relationshipbanking
model.
A
In fact, when I think about my
blessings as a community banker,
it comes down to our relationship
model. In a society that has become
increasingly disconnected, our model
puts the human back into banking.
When an issue arises, customers don't
want faceless chatbots; they want a
sympathetic ear and a problem-solver
to act in their best interests. And
that's precisely what we provide.
While community banks have
technology that rivals that of
the megabanks-from fintech
innovations and payment options
like FedNow to enhanced security
programs that better flag potential
At a community bank, online loan
applications offer a seamless first
step, but they spark a response from a
local loan officer who will personalize
the loan experience, ensuring that
customer gets what they need, not
an autogenerated plan. Think of how
our anti-fraud technologies catch
potential issues before they hit, while
also triggering outreach from our
customer service team to talk with
the customer about safeguarding
their accounts. Reflect on small
businesses that need to make just-inQuote
of the month
" The technology you
use impresses no
one. The experience
you create with it is
everything. "
-SEAN GERETY,
USER EXPERIENCE MANAGER,
THE HOME DEPOT
time payments to support their cash
flow, and how we can set them up
with a bill payment product to meet
that need.
In short, real people are available
to have real conversations to find
real solutions.
That's why our relationshipbanking
model is our ace in the hole:
It's what differentiates us from other
financial services organizations and
makes us who we are. Put very simply,
community bank and community
bankers are special. No matter how
great the technology becomes, it will
still be the amazing human beings in
our banks that will secure our future
as an industry.
So, as the holiday season rapidly
approaches, I hope you, too, will be
thankful for our relationship-banking
model and take a little extra time to
show your love and support for the
people who make your bank and your
life better. Because in relationshipfirst
banking, it's the people we
surround ourselves with who make
all the difference-to our banks, our
customers and our communities.
Wishing you and yours a very
happy Thanksgiving!
Connect with Derek @DerekBWilliams
independentbanker.org // 7
Photo by Chris Williams
http://www.independentbanker.org
Independent Banker - November 2023

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