The PPP process exposed many inefficiencies and paper-based bottlenecks present in the loan process, but we are learning that we can increase efficiencies and transparency and modernize the borrower experience without losing the human touch. In this session, we will share how banks can digitize the commercial lending and SBA process without sacrificing personal connections with your high value borrowers.

How do you understand the market in which you compete? What does your ideal customer look like? Kevin will share the importance of acquiring and acting on consumer data and how it is inextricably linked to both driving smarter revenue and creating better customer experiences at the same time. No matter your role in your bank, customer data—and the insights derived from it—is critical to effective acquisition strategies, helping to guide everything from risk management decisions to predictive purchase behavioral analysis.

Key trends have emerged that will impact loan and lease servicing that disrupt legacy business models and have the potential to improve consumers' interactions with their banks. Some of these trends are well in process, while others are in their formative stage. These are not all inclusive but must be understood as financial institutions build strategic business plans. It is imperative that banks embrace an innovation culture, increase their data and analytic maturity, and invest in advanced loan servicing technologies - not just their core platform. By doing so, banks can sustainably grow loan volume, increase dollars collected, scale without hiring campaigns, and pivot quickly with the market. As originations slow, banks can both protect expected margin and potentially create entirely new business models with non-interest revenue opportunities.

Eric Haar, Federal Home Loan Bank of Dallas

Banks are increasingly being caught in the middle between expectations of regulators, investors and rating agencies on one hand and policy makers and advocates on the other pushing to force banks into or out of certain lines of business or serving certain businesses and industries. Banks should be able to lend – or not lend, so long as they don’t violate anti-discrimination laws – to any legal business. They should be able to do what best meets the needs of their communities, their customer and their business plan, without governmental interference. Joe will discuss how banks are dealing with those challenges, and how they are advancing their own ESG priorities based upon what’s best for their business and the customers they serve.

2:15 p.m.