Issues : COVID-19
Scaling Quality Customer Service in the Pandemic Era
Covid-19 has triggered an unprecedented demand for knowledgeable, personalized guidance —both a massive problem for banks, and a massive opportunity.
Beware Third-Quarter Credit Risk
The third quarter could see second-round deferrals substantially fall at the same time that nonaccruals and criticized assets begin increasing.
Four Digital Lessons from the Pandemic
The coronavirus pandemic has produced four lessons for banks when it comes to the acceleration to digital channels.
What Employers Need to Know about Coronavirus, Paid Leave
Banks that fail to comply with the paid leave requirements stipulated in the Families First Coronavirus Response Act do so at their peril.
Reducing Contact Center Hold Times to Improve Service
Technology can reduce customer hold times and allow contact center staff to focus on their most complicated requests.
Key Compensation Issues in a Turbulent Market
Two factors could impact a bank’s annual and long-term incentive plans in an unusual and challenging year.
Community Risks That Community Banks Should Address
While the financial perspective appears relatively stable, there’s still risk in your community and to your bank.
Why Two Community Banks Raised Debt to Repurchase Shares
These banks decided to take advantage of market conditions created by the pandemic to repurchase their discounted shares.
Coronavirus Makes Community Count in Banking
Community banks — with the help of technology — punched above their weight when it came to the Paycheck Protection Program.
Evaluating Executives’ 2020 Performance
Boards should develop a revised framework now to evaluate their executive team’s individual performance, given the shift in priorities of the business since the onset of the Covid-19 pandemic.