Using authentic communication to help identify your borrowers’ needs

After almost two years of Teams meetings and Zoom calls, we’ve probably all seen elements of our co-workers’ normal lives playing out in the background of their video screens. Seeing a toddler’s hand reach across the screen or a cat trying to jump onto a keyboard while someone is giving a presentation, makes you realize we’re all humans who have a lot going on.

The humanizing element of getting a small peek into peoples’ world for a moment has me thinking about the importance of authentic connection as it applies to financial institutions identifying and supporting their account holders’ actual needs.

How often do we spend time with an account holder only to complete their requested transaction? It’s our responsibility as financial service providers to “have a conversation” and determine our borrowers’ other financial needs, especially if that conversation could help solve a real-world problem for them (and, in turn, increase loyalty).


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