How are technology trends impacting processes at your company?  

How are technology trends impacting processes at your company?  

The financial industry is piloting lots of new tools thanks to the rapid pace of technological innovation, and we were curious as to how these developments have impacted the day to day operations of financial firms. We reached out to banks, credit unions, and CPAs from throughout Indiana and asked them: How are technology trends impacting processes at your company? 

Their responses indicated that companies are trying lots of new things. Check out their responses below.

 


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Drue Anderson, Regional Director, Managing Director
JPMorgan Chase, Indiana

JPMorgan Chase is investing heavily in technology – more than $11 billion in 2019 alone. This investment allows us to continue to innovate, create and deliver technology solutions that support customers when, how and where they want to bank.

Whether they are opening an account on the mobile app, conducting routine transactions at an ATM, or talking with an advisor on more complex topics like investments and home buying, we’re able to provide a personalized experience that helps customers achieve their financial goals. Technology advancements help us create a seamless experience across all platforms, which makes banking more accessible and efficient for customers.

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Don Baker, Chief Information Officer, Senior Partner
Centier Bank

When you think about digital-first trends, the first thing that comes to mind is the consumer’s expectation that everything they need to do is at the palm of their hand. In banking, it’s about our client’s ease-of-use, and ability to do all their banking without necessarily calling or coming into a branch. For us to accommodate that need, we are required to strategize on how to create that “digital smile” and provide them a digital banking experience that has a personal touch that makes Centier so unique.

Another big shift I am noticing in technology trends is artificial intelligence and machine learning. Through these areas, we are going to be able to better guide clients in their financial wellbeing by being able to notice patterns and goals of theirs based on where they are in their lives. Financial wellness isn’t one size fits all, and so in that sense, a client needs that individual service and support. One client may be planning for retirement while another has just graduated college and is saving to buy their first home. Whether their goals are long term or short term, we need to be able to provide them a fitting solution for wherever they are in their lives.

The last emerging trend I’m noticing is robotic automation. This is one that will impact industries across the board, because from an operational standpoint, this is a solution to better streamline day-to-day repetitive tasks that need to be done. In turn, that frees up the use of human capital, which improves a consumer’s experience. By freeing up that invaluable brain power, companies can utilize higher value thought processes that will ultimately improve the quality of products and services.

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Todd Bruce, Senior Vice President, Commercial North Regional Manager
Lake City Bank

Like every business, the pace of innovation is fast and furious. Our teams that research, develop, and launch new solutions are on top of trends in the marketplace. They listen to our customers and our officers in the field to make sure we’re providing the tools that our customers need. We work with traditional and fintech partners to obtain best-in-class solutions. We’ve found that our customers want digital solutions that help their businesses run more smoothly and manage their finances safely and efficiently.

At the same time that we’re developing and implementing new technology, we recognize that our customers want to choose the combination of services and delivery channels that is right for them, and that makes our focus on personalized service more important than ever. We know that product delivery changes across the decades, but the principles of a community bank are constant. New solutions in technology are part of the mix and we’re delighted to deliver them to our clients.

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Mike Dunlap, President, COO
Merchants Bank of Indiana

Today’s leading banks know that integrating technology into business is no longer a trend—it’s an imperative. Individual and business account holders alike are focusing more and more on high-touch tech to help them form opinions of, and relationships with financial institutions of all types. To run a successful company in today’s business climate, it’s a given that banks offer free and up-to-the-minute online banking and bill pay.

But we’re also seeing a shift in preference back to personable banking, where customers are looking for delivery on a “human digital” service experience. Customers still want the option to come into a branch and talk to someone face to face to solve problems and brainstorm creative solutions that don’t put their business in a box.

We are also noticing a move towards ensuring top-notch account security. Even in the digital age, old-fashioned protection of assets should be a priority, including secure account alerts via email and text, adding additional users with the ability to specify the level of access and which accounts the person can view, and much more.

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Bob Falk, CEO
Purdue Federal Credit Union

Technology advancements in the financial services industry impact our processes greatly. Many of the latest technologies are aimed at improving and simplifying our members’ access to their financial accounts. Our member-owners expect immediate access to their accounts and the ability to manage these accounts with nothing more than a mobile device today. These same transactions might have required a visit to their local branch previously, but today we are able to provide remote access as a result of the major advancements in mobile technology hardware and the software running on those systems. It is hard to believe that our member-owners had to drive to a branch to meet with a staff member in the past when today they can pick up their device and without even pushing a button, their device will biometrically identify them and immediately provide them their balance data and so much more.

The downside of these advancements is fraud. Without the face-to-face connections, financial institutions need to build sophisticated fraud detection tools which is another way that technology is impacting our processes. Ironically, technology created the problem, but technology is also helping to solve this new problem.

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Barry Hall, CPA, Managing Partner
Kruggel Lawton CPAs

From a client service perspective, today’s technology allows our firm to serve more clients, more effectively and efficiently. An increasing number of manual processes tied to compliance have been replaced with data automation. That frees us up to do more value-add work for our clients that focuses on proactive insight, analysis, and business guidance.

Processes for our outsourced accounting services have also become more efficient thanks to cloud-based software like QuickBooks Online and Bill.com. We are able to access our clients’ financial data in real-time from anywhere and can consult with them over the phone or via video conferencing when face-to-face meetings aren’t possible. With access to live financial information, we can set up management reports and business snapshots that the client can access with the push of a button.

Thanks to technology, we’ve shifted to a paperless environment where tax returns and assurance documents can be reviewed on screen rather than printed. It’s also paved the way for remote access capabilities, allowing team members to work from anywhere with the same capabilities as if they were in the office. Overall, technology has helped us better serve our clients and promote workplace flexibility for our team.

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Joe Henrich, Vice President, Technology
Horizon Bank

A number of technology trends impact our bank processes on a regular basis. By far, the most impactful has been consumers using mobile and online banking. We always want to provide an exceptional banking experience as customers expect real time access to their banking information 24/7. We strive to constantly improve these processes so our customers have a pleasant banking experience. To this end, we have invested in virtualization and robot process automation (RPA) in order to streamline many backend processes.

Additionally, cybersecurity trends are at the forefront of all of our technology processes. We strive to keep our customers safe from common cyber-crimes by implementing many layers of security in all of our platforms. We also arm our customers with sensible advice on how to not become a victim of these frauds by sending emails, providing information on their statements, and providing articles on cybersecurity directly on our web site.

As we continue to grow, and technology evolves, we must pay attention to any and all trends in technology in order to know when a trend may be the solution to fill any gaps in our financial technology puzzle.

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Tanya Leetz, Executive Vice President, Chief Information and Technology Officer
Peoples Bank

Technology continues to transform banking and the modern world. This essential component allows Peoples Bank to provide a BETTER customer experience with a more personalized approach. It enables the Bank to focus on providing convenient product and service offerings that go beyond traditional banking in order to meet evolving customer needs. Technology also facilitates the ability to grow, expand, and capture new markets.

Technology also improves communication. Customers now have immediate access to financial information to make better decisions at their convenience. They have the ability to monitor accounts for fraudulent activity. The feedback that the Bank receives drives changes to focus on the needs and experiences of customers. Marketing efforts are enhanced to reach customers in new ways to provide customized messages. Technology also encourages collaboration and improves the type and frequency of communication to meet customer needs.

Lastly, Peoples Bank operates more effectively than ever before because of the improved efficiency and productivity that technology brings. Employees are empowered with the tools to make decisions, solve problems, and build relationships. New job opportunities are created and employee development is encouraged. A culture of innovation and continuous improvement emerges as standardized processes evolve. This all helps to ensure the quality of operational controls which ultimately leads to the overall safety and soundness of the financial institution.

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Deborah Milne, Vice President, Treasury Management Officer
First Merchants Bank

Quicker, better, and faster has long been a delivery theme for the banking community. Add a fourth component, security, and that changes everything. Banks have a responsibility to keep its clients’ money safe while providing the best in class conveniences. At First Merchants Bank, we strive to make it easy to bank with us while being very sensitive to warding off the fraudsters.

The new Treasury Management Service sales process has been elevated with the implementation of DocuSign. DocuSign allows us to improve the overall client experience while streamlining the delivery and execution of new Treasury Management Services documents. “The elimination of paper makes sense on so many levels. With DocuSign, we are providing a channel to deliver required disclosures, allow for the client to acknowledge, and get the items back for boarding and retention in a matter of clicks. This state-of-the-art method is not only convenient for the client, it is also safe and secure at the highest level.”

We look forward to moving more of our paper processes into the DocuSign model in 2020. Technology is moving briskly and we will continue to identify current trends and invest in new methods that make the most sense for our clients and our bank.

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Dan Rousseve, Senior Vice President, Chief Information Officer
Teachers Credit Union

Technology plays a huge role in the strategic future of the credit union, but technology itself is not a strategy. At TCU, we continue to leverage new technological tools in ways that allow us to focus on our primary mission — serving our members. Technology enables us to meet our members’ needs in ways that line up with their expectations.

Two good examples of this are natural language processing and machine learning. These technologies are at the core of our newest delivery channel, Alice, a machine-learning chatbot named after TCU’s first member. Alice allows our members to get answers to questions 24 hours a day, 365 days a year. With the help of natural language processing, we don’t have to focus on knowing exactly how a member might ask a particular question, but rather on providing the right answers and the best advice to an array of issues. Another great service-oriented technology is robotic process automation (RPA). Using RPA allows TCU to respond to members’ needs faster and more accurately. A robot completes many repetitive, daily tasks, offering TCU’s team members increased time to focus on individual service rather than forms and checkboxes.

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