Banking Out Loud

Excellent customer service can be a crucial differentiator for businesses. Done well, it can help your institution attract and retain customers and drive bottom-line results. Join us as Dennis Snow walks us through proven principals for delivering outstanding customer experiences. As an ex-Disney leader and now full-time speaker, trainer and consultant on all things customer service excellence, Dennis discusses the strategic tools that help differentiate your services from others and helps create an engaged workplace, so that customer satisfaction is the primary focus of the entire team. Host: Sonia Portwood Chief Sales & Marketing Officer PCBB Guest: Dennis Snow Customer Service Keynote Speaker, Consultant and Author Snow & Associates, Inc Email: info@snowassociates.com Phone: 407-294-1855 snowassociates.com Connect with Dennis on LinkedIn: https://www.linkedin.com/in/dennissnow/

There is a lot to understand when it comes to cryptocurrencies, blockchain technology and the associated regulation. We talk with Div Pandya, Principal at FS Vector, to help us understand it all. Learn about the types of digital assets and current regulation standards, along with expert predictions on where this sector is headed. We also explore blockchain technology with a look at current and potential uses related to banking. Host: Nancy Ozawa Senior Vice President, Marketing PCBB Guest: Divij Pandya Principal FS Vector Email: dpandya@fsvector.com Connect with Div on LinkedIn Resources mentioned in this episode: American Banker Coin Desk

It's always a good time to focus on keeping your customers happy and loyal. In this episode of Banking Out Loud, we sit down with Sushil Wenholz and Paul Louderman of Customer Communication Group to discuss ways to increase customer loyalty — including 3 tips to get started and key mistakes to avoid. Host: Nancy Ozawa Senior Vice President, Marketing PCBB Guests: Sushil Wenholz VP, Creative Director Customer Communications Group, Inc. sushil@customer.com Paul Louderman SVP, Account Management Customer Communications Group, Inc. paul.louderman@customer.com Learn more about Customer Communication Group, Inc. (CCG)

Chief Credit Officer, Michael Kerr of First Federal Bank shares his experience with CECL, and why his institution ultimately decided to outsource CECL, after starting off in-house. From Coast to Coast, PCBB is Your Trusted Partner. If you have questions about CECL or your approach - in-house or outsourced - we would be happy to help. Feel free to reach out: (888)-399-1930 | cecl@pcbb.com | pcbb.com/products/cecl Host: Nancy Ozawa Senior Vice President, Marketing PCBB nozawa@pcbb.com Guest: Michael Kerr Chief Credit Officer First Federal Bank

Archie Kelley, Managing Principal of SalesPhysics and creator of The Value Equation, joins us to discuss his sales technique aimed at creating a pathway to extraordinary sales results. Archie explains how value is at the core of successful selling, and provides three tips to boost success and three mistakes to avoid. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Guest: Archie Kelly Managing Principal SalesPhysics, LLC archie.kelly@salesphysics.com www.salesphysics.com Connect with Archie on LinkedIn

In this part 2 of our payments episode series, host Sonia Portwood sits down with PCBB's Allen Sztukowski to discuss what the future of real-time payments looks like. Including the soon-to-launch FedNow program, anticipated technology and functionality changes, and tips to help you prepare. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Guest: Allen Sztukowski Senior Vice President, CAMS Operations | PCBB Resources: Faster Payments Council: https://fasterpaymentscouncil.org/Guides-Research FedNowSM Service: https://explore.fednow.org/

Host Sonia Portwood sits down with executive coach and leadership consultant Dr. Susan Bernstein, to discuss managing – and even harnessing – anxiety and stress in order to confidently navigate today’s ever-changing (banking) landscape. Host: Sonia Portwood Chief Sales and Marketing Officer PCBB Connect with Sonia: LinkedIn Guest: Dr. Susan Bernstein, MBA, PhD Executive Coach & Leadership Consultant Connect with Susan: www.DrSusanBernstein.com | LinkedIn | Instagram | YouTube Resources: Breathwrk App

Join hosts Sonia Portwood and Virginia Robbins in a discussion with Allen Sztukowski, Senior Vice President of Operations at PCBB to discuss real-time payments. As an active participant in the efforts to modernize real-time payments, Allen shares his insights on how the payments space has changed over the years, and what efforts are being made today to modernize it.

In part 2 of our 2-part series on CECL, Andy Hines, Chief Lending Officer, and EVP at The Bank of Glen Burnie, shares his experience in getting started with CECL, his exposure and participation, his thoughts on spreadsheets for CECL, and how his institution prepared for CECL. For more information on CECL, visit https://www.pcbb.com/products/cecl

In this 2-part series on CECL, we speak with Andy Hines, Chief Lending Officer, and EVP at The Bank of Glen Burnie, as he reflects on his journey through implementing the Current Expected Credit Loss (CECL) accounting standard. In this part 1, Andy shares lessons he has learned, specifically on organizing data for CECL and explaining CECL results to his stakeholders. For more information on CECL, visit https://www.pcbb.com/products/cecl

In this episode, hosts Virginia Robbins and Sonia Portwood talk with PCBB's Machine Learning and Artificial Intelligence (AI) expert Shiva Sandy.

Hear what PCBB’s podcast, Banking Out Loud, is all about in this sneak peek episode. Hosts Virginia Robbins and Sonia Portwood talk about what you can expect from this new podcast.