Independent Banker - June 2023 - 37

Charlotte Green, vice president
and residential mortgage sales
manager for The Cooperative Bank
of Cape Cod in Cape Cod, Mass., is
championing a different path. Her
mission is to expand the social media
presence of the $1.5 billion-asset
community bank.
Max Anderson, 36
Commercial lender
 Honor Bank | Traverse City, Mich.
Not only does Green work closely
with loan originators to make sure
they have LinkedIn and Facebook
pages; she has also developed material
that lenders can post on social media.
Popular topics range from which home
renovations best hold their longterm
value to financing for accessory
dwelling units on the Cape.
Green has also spearheaded the
production of in-depth videos that the
Cooperative Bank posts on YouTube
and 15- to 30-second teaser clips for
Facebook and Instagram, which have
been a huge hit.
" Customers and users are engaging
with the content, and originators
have great success stories garnering
referrals out of their social media
presence, " says Green.
An AI future?
Envisioning how she will create social
media content going forward, Green
anticipates AI playing a pivotal role.
A task like compiling a list of 10
problems first-time home buyers face
is far faster if ChatGPT and other new
AI arrivals serve as a source for ideas.
" AI can generate a list, and we can
use that to build out content to help
prospective buyers and customers, "
she says.
Green cautions that it's in the
extremely early days for AI, so human
oversight remains critical.
" If I'm generating a list of ideas
on an AI platform, I'm definitely
putting my eyes on it to make sure
that what it's saying makes sense, " she
explains. " Some of these platforms
rely on dated information, but it's just
Max Anderson is deeply involved in the digital
transformation of Honor Bank. He is part
of the team behind the community bank's
revamped mobile application, new electronic
features and other products that will help the
bank better serve its customers.
Jennifer Marantz, 35
SVP director of corporate communications
 Bank of Springfield | Springfield, Ill.
Jennifer Marantz believes in embracing
change and creativity in the workplace,
and she's not afraid to lead by example.
Determined to grow customer engagement
at her community bank, Marantz kickstarted
the implementation of a customer
relationship management system. As a result,
customer service at Bank of Springfield has
measurably improved. -Beatrice Ogeh
fascinating the wealth of knowledge
you can gather. "
Anderson agrees, noting that Bing
or Chat GPT can be harnessed to
produce brief synopses when writing
commercial lending memos by
aggregating public information about
a company. Although he says that
AI should never replace the critical
getting-to-know-you conversations
loan originators and customers have,
it can " help fill in the gaps. "
Whether it's AI or innovations
that allow lenders to do business
remotely, today's younger community
bankers are focused less on a specific
toolset and more on ideas that can
make the customer experience soar.
" We push ourselves to be ever
evolving, " says Choice's Borchardt.
" We're not going to sit still, because we
always want to be on the leading edge
of what's coming next for customers.
We want to be the trailblazers. "
Elizabeth Judd is a writer in Maryland.
independentbanker.org // 37
http://www.independentbanker.org
Independent Banker - June 2023

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