Banks that help customers avoid missing important payments are providing a valuable service for which they should be compensated. Though some banks use deceptive practices, customers are willing to pay for a transparent service.

Bankers say they're putting up with behavior from entry-level workers that never would have been tolerated in the past because it's so hard to fill positions. Those compromises can undermine corporate culture.

Community banks don’t need to match the biggest banks’ digital offerings or advertising budgets. Where they can compete, and win, is by delivering more personalized service.

Banks should be careful not to overreact to the pandemic recession and assume that the public is willing to forgo personal service. More than 40% of consumers say having a branch nearby is their primary reason for picking a bank.

Compensation needs to be competitive, of course, but employees also need to feel appreciated. In a challenging labor market, here’s how banks can retain their best workers and keep them motivated.

Employees often avoid sharing bad news with their bosses, assuming the problem will resolve itself. It rarely does, so senior leaders need to create a culture of constant communication with direct reports — and even lower layers of management — so that issues don’t fester.

Alternative branches were long criticized for generating fewer deposits than traditional ones. But in an increasingly online world, convenient and conspicuous physical presences at places like grocery stores stand out.

Some banks are removing the term “sales” from training materials out of fear regulators will accuse them of unethical, high-pressure tactics. But that’s an overreaction to federal probes of extreme cases — sales are essential to growth.

It’s easy — but pointless — to lament the havoc that the economy has wreaked on performance metrics lately. Instead, draw up an opportunistic new plan, urge your employees to focus on execution and worry less about what rivals are doing.

Front-line employees yearn to be told they still have a critical role to play, as more customers are seeking in-person help amid the pandemic.