Independent Banker - February 2024 - 37

" In a world where so many interactions become
centralized and call center-delivered, our
community branch managers serve as the
'quarterbacks' of [customer] relationships. "
- JENNIFER MOTT, WESBANCO
overall success of the $17.3 billionasset
community bank.
Retail banking executive vice
president Jennifer Mott says
WesBanco fills its management
pipeline with people whose values
align with the institution's " Better
Banking Pledge. " That pledge outlines
some basic deliverables like always
responding to customer requests on
the same day, delivering service with
a smile, always using the customer's
name and looking for ways to " do
something extra " for those customers.
Training isn't everything
Mott, who leads more than 150
banking center managers, looks
beyond basic skillsets when
identifying potential managers. Skills
can generally be taught through good
training, she says, but it takes a good
amount of energy, commitment and
leadership traits to make a good
community bank manager.
" Whether they have the right energy
needed to inspire a shared vision with
the team around our bank's values
is one of the biggest things that we
look for, " says Mott. " If they can
inspire a team around those values,
we can help them with any hard skills
that they need. " She also looks for
candidates who display " elements of
adaptability and versatility, " knowing
that they may be helping a small
business owner get a loan one minute
and then helping a customer balance
their checkbook the next.
" What differentiates community
banks from super-regional banks
is that we pride ourselves on
relationship banking, first and
foremost, " says Mott.
" In a world where so many
interactions become centralized and
call center-delivered, our community
branch managers serve as the
'quarterbacks' of those relationships, "
she continues. " Because of this, we're
very deliberate when it comes to
sourcing talent that can think that
way and enjoy that quarterback role. "
In return for these efforts, Mott
says community banks can effectively
create a level of " associate loyalty
and appreciation " that transcends
current labor market trends like
job-hopping and continually looking
for the next opportunity. In fact,
she says WesBanco's managers are
regularly headhunted by competitive
institutions but understand that it's
not always worth moving employers
for a $2-an-hour salary bump.
" Everyone wants to go home feeling
successful and knowing that they
made an impact, " Mott explains.
" When community banks do that the
right way, we can all compete with the

Independent Banker - February 2024

Table of Contents for the Digital Edition of Independent Banker - February 2024

Contents
Independent Banker - February 2024 - Cover1
Independent Banker - February 2024 - Cover2
Independent Banker - February 2024 - Contents
Independent Banker - February 2024 - 2
Independent Banker - February 2024 - 3
Independent Banker - February 2024 - 4
Independent Banker - February 2024 - 5
Independent Banker - February 2024 - 6
Independent Banker - February 2024 - 7
Independent Banker - February 2024 - 8
Independent Banker - February 2024 - 9
Independent Banker - February 2024 - 10
Independent Banker - February 2024 - 11
Independent Banker - February 2024 - 12
Independent Banker - February 2024 - 13
Independent Banker - February 2024 - 14
Independent Banker - February 2024 - 15
Independent Banker - February 2024 - 16
Independent Banker - February 2024 - 17
Independent Banker - February 2024 - 18
Independent Banker - February 2024 - 19
Independent Banker - February 2024 - 20
Independent Banker - February 2024 - 21
Independent Banker - February 2024 - 22
Independent Banker - February 2024 - 23
Independent Banker - February 2024 - 24
Independent Banker - February 2024 - 25
Independent Banker - February 2024 - 26
Independent Banker - February 2024 - 27
Independent Banker - February 2024 - 28
Independent Banker - February 2024 - 29
Independent Banker - February 2024 - 30
Independent Banker - February 2024 - 31
Independent Banker - February 2024 - 32
Independent Banker - February 2024 - 33
Independent Banker - February 2024 - 34
Independent Banker - February 2024 - 35
Independent Banker - February 2024 - 36
Independent Banker - February 2024 - 37
Independent Banker - February 2024 - 38
Independent Banker - February 2024 - 39
Independent Banker - February 2024 - 40
Independent Banker - February 2024 - 41
Independent Banker - February 2024 - 42
Independent Banker - February 2024 - 43
Independent Banker - February 2024 - 44
Independent Banker - February 2024 - 45
Independent Banker - February 2024 - 46
Independent Banker - February 2024 - 47
Independent Banker - February 2024 - 48
Independent Banker - February 2024 - 49
Independent Banker - February 2024 - 50
Independent Banker - February 2024 - 51
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Independent Banker - February 2024 - 53
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Independent Banker - February 2024 - 57
Independent Banker - February 2024 - 58
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Independent Banker - February 2024 - 61
Independent Banker - February 2024 - 62
Independent Banker - February 2024 - 63
Independent Banker - February 2024 - 64
Independent Banker - February 2024 - 65
Independent Banker - February 2024 - 66
Independent Banker - February 2024 - 67
Independent Banker - February 2024 - 68
Independent Banker - February 2024 - 69
Independent Banker - February 2024 - 70
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Independent Banker - February 2024 - 78
Independent Banker - February 2024 - 79
Independent Banker - February 2024 - 80
Independent Banker - February 2024 - Cover3
Independent Banker - February 2024 - Cover4
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