Experience. Best Practices for Enhancing the Debit Chip-Card ELS Council People Helping People Women in Banking Highlights

Transcription

1 ELS Council People Helping People Women in Banking Highlights Best Practices for Enhancing the Debit Chip-Card Experience Volume C, No. 12 December 2017 December 2017 The Arkansas Banker 1

2 SOUTHERN PIONEER PROPERTY & CASUALTY INSURANCE COMPANY JONESBORO, AR THANK YOU, JIM BRADBERRY Congratulations! Your family at Southern Pioneer wishes you a well-deserved retirement after 31 years of service. Your Financial Services Team: Tim Nickens Camille Turner Bryan Pinnell With Southern Pioneer Since 2007 With Southern Pioneer Since 1994 With Southern Pioneer Since 2002 Southern Pioneer provides specialty insurance products and services that meet the needs of our customers. Offering a variety of credit related insurance products: mortgage lien protection, collateral protection, lenders single interest, vehicle service contracts, lender-placed real estate and flood. A Tradition Of Service, Since The Arkansas Banker December 2017

3 The Arkansas Banker Volume C, No. 12 December 2017 The Arkansas Banker is the official publication of the Arkansas Bankers Association. EDITORIAL OFFICE 1220 West Third Street Little Rock, AR Phone Fax EDITORIAL The Arkansas Banker seeks to reflect the banking news of Arkansas and other news of direct interest to the Arkansas Bankers Association. Statement of fact and opinion are made on the responsibility of the authors alone and do not represent the opinion or endorsement of the Arkansas Bankers Association. Articles may be reproduced with written permission only. ADVERTISEMENT The publication of advertisement does not necessarily represent endorsement of those products or services by the Arkansas Bankers Association. The Editor reserves the right to refuse any advertisement. SUBSCRIPTION Subscription to The Arkansas Banker magazine, which began monthly publication in April 1917, is included in the membership fees to the Arkansas Bankers Association. MAGAZINE RATES Cover price is $5.95 each. Annual subscription rates are $40.00 for members and $60.00 for non-members. CONTENTS COLUMNS DEPARTMENTS FEATURES 4 President s Column Bill Holmes 22 Member News 23 Banker News & Moves 23 Index of Advertisements 8 Emerging Leaders Day with the Regulators 10 Faces of the ABA: ELS Council President John Thomas Anderson 12 Faces of the ABA: ELS Council 16 Arvest Bank Spotlights People Helping People 18 Meet Kathleen Lawson, Executive Director of Economics Arkansas By Claudia Utley 20 Women in Banking Highlights The Arkansas Banker (ISSN ) is published monthly by the Arkansas Bankers Association, 1220 West Third Street, Little Rock, AR Phone: Periodical postage paid at Little Rock, AR. POSTMASTER: Send address changes to Arkansas Bankers Association, 1220 West Third Street, Little Rock, AR COVER STORY Best Practices for Enhancing the Debit Chip-Card Experience A complex rollout has created inconsistencies at the point of sale. Bryan Manka discusses what banks can do to help their customers cope. See page 14 December 2017 The Arkansas Banker 3

4 PRESIDENT S COLUMN Closing Out 2017 Another year draws to a close and what a year it has been! This time last year you would have needed the very best crystal ball to see the seismic changes which the world was due to undergo during the last 12 months. Whether the election of Donald Trump, and new heads of the OCC, FDIC and CFPB filled you with hope or despair, those events are behind us now and we have to refocus on doing our best for the future. Not to engage is simply not an option, as the old saying goes. Change is always a challenge and the changes we face are on a monumental scale and at an increasing pace, so the next few months and years will keep us busy, if nothing else. Over the last year, we have organized a busy program of events which have been well attended and covered a wide range of topics; our membership has shrunk due to consolidation, but I am pleased to say that our banks grew larger assets, larger deposits, and larger number of employees. The staff re-envisioned the Annual Convention and made it a great networking and impactful event. The addition of Game Night to start it off was an overwhelming success and this year s Game Night will be even better. We also have attracted a number of younger members, which bodes well for the future is poised to deliver the promise for great economic growth, tax cuts and at long last meaningful Reg Reform. I would like take this opportunity to wish you all a very restful and revitalizing Christmas. I would like to wish all members of the Arkansas Bankers Association, our Associate Members, Partners and Vendors the Happiest of Holiday Seasons. I would like to thank you for supporting the work we have been doing to celebrate and expand this wonderfully complex and endlessly changing industry we all work in. Let s close out 2017 celebrating the Christmas spirit with our families and friends. Here are some favorite toasts to help get you in the Christmas Spirit: The best of all gifts around any Christmas tree: the presence of a happy family all wrapped up in each other. - Burton Hills ABA STAFF BILL HOLMES PRESIDENT/CEO bill.holmes@arkbankers.org CARLA BRINKLEY VP/CONTROLLER carla.brinkley@arkbankers.org AVA F. ROBERTS BARRY JACKSON SVP/COO barry.jackson@arkbankers.org KAMI T. COLEMAN VP/PROFESSIONAL DEVELOPMENT kami.coleman@arkbankers.org TRACI LOGSDON VP/DIRECTOR OF GOVERNMENT RELATIONS ava.roberts@arkbankers.org DIRECTOR OF COMMUNICATIONS traci.logsdon@arkbankers.org JESSICA SAHENE BRENDA SCARBROUGH MARKETING COORDINATOR jessica.sahene@arkbankers.org 4 PRESIDENT & CEO BILL HOLMES The TheArkansas ArkansasBanker Banker December December ADMINISTRATIVE ASSISTANT brenda.scarbrough@arkbankers.org

5 Christmas is like candy; it slowly melts in your mouth sweetening every taste bud, making you wish it could last forever. - Richelle E. Goodrich May all your troubles last as long as your New Year s resolutions. - Joey Adams May all your joys be true joys, and all your pain Champagne. Anonymous And some favorite facts: The first candy cane dates back to 1670 in Germany. According to holiday lore, a choirmaster distributed sugar sticks bent into the shape of a shepherds crook to quiet his young singers during Christmas services. Today more than 1.76 billion candy canes are made for the holidays, enough to stretch from Santa Claus, Indiana, to North Pole, Alaska, and back again 32 times. Charles Dickens wrote A Christmas Carol between October and November of The story was a hit, selling 6,000 copies by Christmas Day. Given the different time zones, Santa has 31 hours to deliver gifts, but his reindeer really have to fly, since that means visiting 823 homes per second. And lastly some favorite quotes: Household waste increases by 25 percent between Thanksgiving and New Year s Day. In the United States, trash from wrapping paper and shopping bags totals 4+ million tons. Let s be naughty and save Santa the trip. - Gary Allan The U.S. Postal Service delivers 20+ billion cards and packages between Thanksgiving and Christmas Eve. Rudolph first alighted on the holiday scene in 1939, when in-store Santas at Montgomery Ward stores distributed 2.4 million copies of the booklet Rudolph the Red-Nosed Reindeer, written by Robert L. May, a copywriter for the company. After executives vetoed the original name, Rollo, May s young daughter suggested Rudolph. ABA EXECUTIVE COMMITTEE Keep your friends close, your enemies closer, and receipts for all major purchases. - Bridger Winegar What I don t like about office Christmas parties is looking for a job the next day. - Phyllis Diller I once bought my kids a set of batteries for Christmas with a note on it saying, toys not included. - Bernard Manning Merry Christmas & a prosperous and happy New Year. DAVE DICKSON CHAIRMAN Union Bank & Trust Co., Monticello CATHY OWEN CHAIRMAN-ELECT Eagle Bank, Little Rock Simmons Bank, El Dorado JIM CARGILL TREASURER SEAN WILLIAMS PAST CHAIRMAN BILL HOLMES PRESIDENT/CEO Arvest Bank, Little Rock First National Bank of Wynne, Wynne ABA BOARD OF DIRECTORS JOHNNY ADAMS GROUP 2 ROB ROBINSON IV VICE CHAIRMAN DAVID DOWD GROUP 1 Arkansas Bankers Association, Little Rock TOM GRUMBLES GROUP 2 JERRY MORGAN GROUP 1 First Security Bank, Conway Cross County Bank, Wynne First Service Bank, Greenbrier Focus Bank, Jonesboro PHIL BALDWIN GROUP 2 Citizens Bank, Batesville TROY DUKE GROUP 5 Gateway Bank, Rison SCOTT HANCOCK GROUP 3 Centennial Bank, Fayetteville LORI ROSS GROUP 4 Citizens Bank, Arkadelphia JEFF BRECKLEIN GROUP 1 NATHAN GAIRHAN GROUP 3 DARWIN HENDRIX GROUP 4 JASON TENNANT GROUP 3 Integrity First Bank, Jonesboro United Bank, Springdale Bank of Delight, Delight Cornerstone Bank, Eureka Springs GENE CRAWFORD GROUP 5 DON GIBSON GROUP 3 DAVID JESSUP GROUP 5 LYNN WRIGHT GROUP 2 Citizens Bank, Batesville Legacy National Bank, Springdale DeWitt Bank & Trust, DeWitt CHRIS GOSNELL GROUP 4 WILSON MOORE GROUP 2 Farmers Bank & Trust Co., Magnolia Regions Bank, Little Rock Bank of America, Little Rock December 2017 The Arkansas Banker 5

6 APRIL WASHINGTON, D.C ABA GOVERNMENT RELATIONS SUMMIT America s banks are vital to a strong economy. Let s make sure Washington knows it. Join fellow bankers from across the country to educate Congress and regulators on the need for commonsense regulatory reform reform that will help America s banks better serve their communities, grow the economy and unleash America s potential. Register today aba.com/summit 6 The Arkansas Banker December 2017

7 ABA Webinars ABA Professional Development Webinars... Provide the option of training as many employees as you wish for one price, all from the convenient location of your home institution! Current Expected Credit Losses (CECL) Wednesday, January 3, :00 a.m. 12:00 p.m. Best-Ever Compliance Checklists for Consumer Loans Wednesday, January 3, :30 p.m. :30 p.m. Digital Marketing: Deep Dive Tuesday, January 9, :00 a.m. 12:00 p.m. Implementing Beneficial Owners on Legal Entities Tuesday, January 9, :30 p.m. 3:30 p.m. Incident Response Plan to Fail Well Wednesday, January 10, :00 a.m. 12:00 p.m. Cash Management: Work Together to Generate More Fee Income Wednesday, January 10, :30 p.m. 3:30 p.m. Opening Accounts for Nonresident Aliens Thursday, January 11, :30 p.m. 3:30 p.m. Basic Personal & Business Tax Return Analysis Friday, January 12, :00 a.m. 3:00 p.m. Advertising Compliance Tuesday, January 16, :00 a.m. 2:00 p.m. Loan Underwriting Mistakes Tuesday, January 16, :30 p.m. 3:30 p.m. Key Ratio Analysis Wednesday, January 17, :00 a.m. 3:00 p.m. CRE Appraisals: Appraisal Components & More Wednesday, January 17, :30 p.m. 3:30 p.m. Handling Loan Applications: What Can Go Wrong? Thursday, January 18, :00 a.m. 12:00 p.m. Online Deposit Account Opening Thursday, January 18, :30 p.m. 3:30 p.m. Health Savings Accounts: It s Time to Pay Attention!! Tuesday, January 23, :00 a.m. 12:00 p.m. A Business Development Officer s Guide to Selling Wednesday, January 24, :30 p.m. 3:30 p.m. Teller Compliance Issues: Reg CC, UCC 3 & 4 and CTRs Tuesday, January 30, :30 p.m. 3:30 p.m. Basic Business Entities & Other Commercial Borrowers Wednesday, January 31, :00 a.m. 12:00 p.m. Dealing with Subpoenas, Summonses, Garnishments & More Wednesday, January 31, :30 p.m. 3:30 p.m. FFIEC Information Security Handbook Review Thursday, February 8, :00 a.m. 12:00 p.m. Ransomware and Cyber Extortion Thursday, February 22, :00 a.m. 12:00 p.m. Cybercrime and the Dark Web Thursday, March 15, :00 a.m. 12:00 p.m. New webinars are added weekly! Log on to for a complete listing! For more information about ABA Webinars, log on to or call December 2017 The Arkansas Banker 7

8 GOVERNMENT RELATIONS Emerging Leaders Experience Day with the Regulators The ABA Emerging Leaders Section hosted its second Day with the Regulators on Thursday, November 16, at the Federal Reserve in Little Rock. Coordinated by the ABA to promote a greater understanding of the inner-workings of the regulatory process, this event brought together representation from the Arkansas State Bank Department, FDIC, Comptroller of the Currency, and the Federal Reserve Bank of St. Louis. ABA s Government Relations Division is here to assure banker advocacy and grassroots efforts are a success! For more information about this event, or any other questions you may have about advocacy, contact Ava Roberts at ava.roberts@arkbankers.org or Robert Hopkins, Senior Vice President and Regional Executive of the Little Rock Branch of the Federal Reserve Bank of St. Louis introduces attendees to the agency. Attending the 2017 Day with the Regulators were, from left, Bryce Larry, Legacy National Bank, Rogers; Katie Branscum, Mitchell Williams, Little Rock; Kyle Schlenker, First National Bank of Wynne, Wynne; Nicole Lovell, Mitchell Williams, Little Rock; Brock Ferguson, Centennial Bank, Jonesboro; Ryan Moore, Centennial Bank, Jonesboro; John Thomas Anderson, Malvern National Bank, Little Rock; Doug Buford, Mitchell Williams, Little Rock; Caleb Petersen, Simmons Bank, Pine Bluff; Hunter Windle, Malvern National Bank, Malvern; J.D. Chambliss, First Security Bank, Rogers; and Eduardo Abril, First State Bank of DeQueen, DeQueen. Kyle Schlenker, Brock Ferguson, and Ryan Moore chat before the day s sessions begin. 8 The Arkansas Banker December 2017

9 Ron Sisneros of the Little Rock Branch of the St. Louis Federal Reserve, Chris Mercier of the OCC, and Joe Meade of the FDIC, during an Examiner panel discussion. Banker s Perspective An Investment that Pays Dividends: ELS Day with the Regulators Recently I had the opportunity to spend a day with the regulators. And no; in case anyone is wondering it was not because a good loan I made somehow went bad! Rather, this was an opportunity for me to invest a small amount of my time that will pay dividends throughout the rest of my banking career. The event was held on November 16 at the Federal Reserve office in Little Rock. Thankfully however, if you were unable to attend this event there will be additional opportunities in the future as this has now become a biannual event. During the course of the time spent at this meeting I was able to hear directly from regulators with the Federal Reserve, FDIC, OCC, and the Arkansas State Banking Department. Not only was I able to spend time listening to each of the regulators most of whom I should point out have 30 plus years of experience but I was able to speak directly with each of them and ask as many questions as desired. The topics ranged from how the agencies collaborate together with dual oversight and joint audits, to current events that will impact banking in the near and distant future. Items such as what impact a new Fed Chair will have on banking, the addition of the CFPB to the regulatory landscape, as well as other specific components of Dodd-Frank. We even discussed the role of regulation and how it is impacting the bank and bank holding company organizational structure. And speaking of structure, the meeting itself was organized into three parts including a Director Talk, Examiner Panel, and a Keynote Speaker. All of which were very informative and provided an opportunity for Q&A opportunities. Every one of the examiners who spoke was very knowledgeable and provided helpful information to the bankers in attendance. Additionally the event provided a networking opportunity to meet other bankers. There truly are no reasons not to take advantage of this opportunity offered by the ABA. The event itself only took a few hours of my time, but I left with a much better understanding of the impact regulators have on our Arkansas banks, how technology has changed our interaction with regulators, and common pitfalls to avoid in my banking career. As an Emerging Leaders Council member, I highly encourage all bankers those who are just starting in banking and those who are seasoned veterans to attend these events in the future. It truly will pay dividends in the long run. The next Day with the Regulators is slated for Arkansas Bank Commissioner Candace Franks, Rosalyn Anthony of the OCC, and Joe Meade of the FDIC, during a Meet the Directors panel discussion. Ryan Moore VP of Commercial Lending Centennail Bank, Jonesboro December 2017 The Arkansas Banker 9

10 FACES OF THE ARKANSAS BANKERS ASSOCIATION John Thomas Anderson Named ELS Council President John Thomas Anderson has been appointed as the Emerging Leaders Section Council President. Anderson is a 1999 graduate of Pine Bluff High School. He received a degree from Arkansas State University in Jonesboro in 2003, where he was a four-year letterman and pitcher on the baseball team. Anderson is also a graduate of the Graduate School of Banking at Louisiana State University in Baton Rouge. Q&Awith John Thomas Anderson How long have you been in the banking industry, and with Malvern National Bank? I began my career in banking almost 15 years ago in mortgage lending and transitioned into commercial lending a few years later. I joined MNB in Little Rock, last year as Vice President of Commercial Loans and am really enjoying it. How long have you been involved with the Emerging Leaders Section of the Arkansas Bankers Association? I ve been involved with the Emerging Leaders program for the last four years. It has been a great opportunity and honor to serve in leadership roles within the Association. What are some of your favorite experiences from being involved with the Emerging Leaders Section? My favorite experience would be our trip to Washington, D.C. We had the chance to see the political side of banking in action and the opportunity to meet with several representatives and senators to discuss issues important to banking in Arkansas. I ve also enjoyed having the opportunity to meet so many fellow colleagues in banking from around the state through the Emerging Leaders program. We ve benefited from valuable leadership training, and opportunities for professional development. What advice do you have for someone just getting started in the banking industry, or someone who has worked in the industry for a short time? I would say a good start is to get involved in the banking community and community as a whole, including the Arkansas Bankers Association. There are so many opportunities for learning, career growth, professional education and networking. Also, be open to advice from colleagues in the industry and to learning new things, as banking is an ever-evolving industry. Anderson with Representative Steve Womack during a 2016 trip to Washington, D.C. 10 The Arkansas Banker December 2017

11 What is the Emerging Leaders Section? (clockwise, from left) Anderson and his family; with fellow ELS Councilmen James Lyle and Jacob Box; and with Senator John Boozman. To you, what is the most enjoyable aspect of being a banker? The most rewarding part of my career in banking is the ability to help people achieve their dreams of business ownership and success, and guiding them through that process. We offer clients the opportunity to pursue dreams that may not otherwise be possible. As the ELS Council President, are there any specific goals you would like to achieve? I d like to encourage participation in this program and to recruit new members and leadership, through providing new opportunities for them to get involved. I would also like to continue to promote the Teach Children to Save and Get Smart about Credit programs. Tell us something your fellow bankers might be surprised to know about you? I like cats.i know, I know. I like dogs, too. We just happen to have two cats for now so my friends and family love to mess with me about this. I get some real men love cats gag gifts from time to time. A little bit about me I ve been married to my wife, Lauren, for over 10 years and we have two daughters, Caroline and Catherine. We live in Little Rock and attend Christ the King Catholic Church. As far as extracurricular activities go, we spend a lot of our free time taking our two daughters to their activities and I coach my daughter s second grade soccer team! When it s warm outside we enjoy family tennis matches and cookouts and I like watching football. The Emerging Leaders Section was organized by the Arkansas Bankers Association Board of Directors to provide information concerning educational opportunities available for its members. The group provides leadership training for young bankers to enhance banking careers, offer its members the opportunity to learn, network, and be productive members of the banking profession. Formed in the fall of 1922, the Junior Bankers Section of the Arkansas Bankers Association was charged with encouraging systematic education, disseminating information concerning this institution and, by various means of propaganda, increasing the enrollment of the Arkansas Junior Bankers in the American Institute of Banking. The Junior Bankers later became the Young Bankers and in 2005 the program renewed its image and became the Emerging Leaders Section a name that better represented the organization s purpose and future goals. Over the years, the ELS has helped groom some of our state s most noted banking leaders. Many of ABA s Junior Bankers have gone on to lead their banks, their communities, this association, and our state. ELS Mission Statement To provide opportunities through education, networking, and leadership development to improve Arkansas banks and the communities they serve. ELS Vision Statement To be the primary platform for cultivating and developing leaders in Arkansas banks. December 2017 The Arkansas Banker 11

12 FACES OF THE ARKANSAS BANKERS ASSOCIATION: EMERGING LEADERS RYAN MOORE Centennial Bank Jonesboro What do you see as the biggest issue facing community bankers in Arkansas? I ll give you the three biggest issues: regulation, regulation, and regulation. Specifically, how the increase in regulations are making it more difficult to serve our customers in Arkansas. Community banks in Arkansas shouldn t be regulated the same as Wall Street banks in New York. NATALIE BARTHOLOMEW Grand Savings Bank Rogers What made you decide to become a banker? I have always known that I wanted to be a banker. I essentially grew up at Farmers & Merchants Bank of Prairie Grove, which was later purchased by Arvest. My grandfather worked there for 45 years and would bring home bank tickets to my sister and me. I had no idea what they really were, but I played bank all the time. As a high school student, I was a member of the Arvest Junior Bank Board and bugged the bank sponsors constantly about working there. It has always been in my blood to be in this industry and I hope to see more young women have the same aspirations. SANDY STARNES Citizens Bank Batesville What trait must today s banker possess to be successful? Whether focus is product innovation, operational efficiencies or regulatory climate, today s banker must possess two characteristics to be successful: agility and vision. We must have the vision to plan for tomorrow and the agility to pivot when the unexpected happens. CAMERON HURST Gateway Bank Rison What trait must today s banker possess to be successful? Personalized service. Always make the person in front of you feel like they are your most important customer. Modern day banking regulations can make things difficult for borrowers, so always try to simplify the process for them. A great customer can always find another bank, but they can t always find great service. GEORGE PURVIS Cornerstone Bank Eureka Springs ELS COUNCIL VICE PRESIDENT What made you decide to become a banker? Seeing the possibility of a career in which I could help people achieve their dreams, have a positive impact on the local economy, be involved day to day in our community all the while working for a family-owned company whose core values matched my own just seemed like a good fit. Besides, who doesn t like giving away money? 12 The Arkansas Banker December 2017 ROBERT HARGIS Citizens Bank Monticello What made you decide to become a banker? Becoming a banker was an easy choice for me. Banking presents a unique opportunity to exercise my interest in financial matters as well as getting to know people and their businesses in our community. It has been very rewarding to help friends and neighbors either get through a tough spot or make their lifelong dreams become reality. Local bankers are also deeply involved in the communities that we serve and love. EVELYN WADE First Financial Bank El Dorado ELS COUNCIL TREASURER What trait must today s banker possess to be successful? In order to be successful, today s banker must be adaptable. We live in an environment of ever- changing technology, evolving regulations, and balancing cross-generational customer expectations. Our society thrives on instant gratification; therefore, we must be able to meet the needs of our customers quickly as industry wide changes occur. Successful bankers do this by implementing and utilizing the latest technological advances, staying educated and knowledgeable of upcoming regulatory changes, and developing strategies to serve customers across generations. Delay in change could result in loss of business or failure. One must be responsive to change in order to stay on track to success.

13 COUNCIL EDUARDO ABRIL First State Bank of DeQueen DeQueen What do you see as the biggest issue facing community bankers in Arkansas? One of the biggest issues we face as community bankers is over regulation and the cost to remain in compliance. Community banks do not usually have the resources that larger banks have to deal with the mounting number of regulations. Another issue I think we face is keeping up with the high cost of technology and how fast it changes. JAMES LYLE McGehee Bank McGehee What trait must today s banker possess to be successful? An eagerness to learn. Whether in your area, or elsewhere in the institution, a hunger for knowledge will set you up for success. Wisdom is not a product of schooling but of the lifelong attempt to acquire it. - Albert Einstein RALPH BRADBURY Arvest Bank Little Rock What trait must today s banker possess to be successful? It s essential for today s banker to possess the ability to adapt. We as bankers are in an industry of constant regulatory and technological change but more importantly our clients are in an ever-changing business environment. The way they conduct their business in today s marketplace is completely different from how their companies have historically operated and to certain extents the way they even operated their business in recent years. Having the ability to adapt to our customer s changes in their business & financial processes while still being able to provide services & solutions will be the key factor to success moving forward. BRYCE LARRY Legacy National Bank Rogers What do you see as the biggest issue facing community bankers in Arkansas? In my opinion, the biggest issue facing community bankers in Arkansas is the uncertainty surrounding the regulatory environment and the decision makers at the Federal Reserve. Community banks are trying to make decisions today not knowing the path of regulation in the short-term or long-term. Community banks must build systems and processes to keep up with ever-changing regulation. Even small changes to regulation can impact smaller banks in a significant way. The disorder in Washington currently has led to a large amount of uncertainty in regard to regulation moving forward. BLAKE JOHNSON Evolve Bank & Trust Jonesboro What made you decide to become a banker? My parents were both bankers, it was all I knew of- but the ever-changing landscape in which we practice keeps me excited and ever-learning. J.D. CHAMBLISS First Security Bank Rogers What do you see as the biggest issue facing community bankers in Arkansas? The biggest issue currently facing Arkansas community bankers is the burden of regulatory compliance. This burden costs Arkansas community banks of all sizes a great deal of time and money each year. Additionally, federal tax reform will be an area of focus for Arkansas community bankers moving forward. Federal tax reform will not only impact Arkansas community bank customers but could also change the way credits are underwritten and analyzed by lenders. RACHAEL SCHWARTZ-POTTER Farmers Bank & Trust Texarkana What do you see as the biggest issue facing community bankers in Arkansas? I would say keeping up with rapidly evolving technology is the biggest issue facing community bankers in Arkansas. DAVID JOHNSON Southern Bancorp Trumann What made you decide to become a banker? I started as a part time teller when I was in grad school, but didn t have any real plans of making banking a career until about the time I graduated. I loved the idea of getting to work with different types of businesses and learning how they operate. Banking stays interesting because every day presents new challenges and opportunities. Group 1 Group 2 Group 3 Group 4 Group 5

14 Best Practices for Enhancing the Debit Chip-Card Experience by Bryan Manka PULSE Network In October 2015, a fraud liability shift was introduced to the party that has not adopted EMV chip technology. This shift prompted a transition to chip-enabled credit and debit cards and POS terminals. As of January 2017, an estimated 90 percent of U.S. debit cards were chipbased, according to the 2017 Debit Issuer Study, commissioned by PULSE and conducted by Oliver Wyman. While many major merchants were early adopters of the technology, smaller retailers have been slower to make the transition. The gradual transition to chip-based transactions, combined with the requirements of Regulation II implementing the Durbin Amendment and changes in cardholder verification method (CVM), have created a chip card acceptance landscape in the U.S. that varies widely from card to card, and from merchant to merchant. In many instances, debit transactions are approved as consumers would normally expect. In other cases, cardholders may be asked to sign in a merchant environment where they would normally use their PIN, eliminating the option to receive cash back. In rare instances, the transaction may fail and the consumer will have to use another payment option. They also may be asked to choose between a global network brand and U.S. debit when completing chip-card transactions. To understand what banks can do to help their customers cope with this disparity of experiences, it s important to first understand the factors that contribute to it. LAYERS OF COMPLEXITY There are several layers of complexity involved in the U.S. transition to chip cards: Regulation II. Among other things, this regulation requires financial institutions to enable at least two unaffiliated networks on each debit card and enables merchants to determine routing priority among the enabled networks. U.S. chip debit cards must have at least two application identifiers (AIDs) to be compliant, and to facilitate merchant routing choice: a global AID from the payment brand on the card (Discover, Mastercard or Visa) and a U.S. Common Debit AID. The common AID enables routing to any of the supported brands on the card, including unaffiliated debit networks. Card Network Combinations. U.S. debit cards have one of three primary card brands and at least one unaffiliated debit network (but often two or three). This means cards can have dozens of possible combinations of enabled networks. Enablement Order. Because most banks enabled their credit cards with chips before their debit cards, merchants made a similar choice, enabling their terminals first for chip-based credit transactions. This means they enabled the global AIDs before U.S. Common Debit AIDs, and signature authorization before PIN authorization, in many cases. Many chip-accepting merchants still have not enabled the common AIDs. Depending on where each merchant is in the implementation process, the result is a wide variety of cardholder experiences. CVM Options. Many debit networks now support PINless POS transactions and in the case of PULSE, even signature transactions. This blurs the lines between PIN and signature debit and has added another layer of uncertainty to the cardholder experience with chip cards. 14 The Arkansas Banker December 2017

15 Terminal Configurations. Merchants and their acquirers make a number of choices when configuring payment terminals. These include preferences for AID selection and PIN, signature or PINless verification preference. Network Routing Choice. Acquirers make routing decisions based on the transaction information captured by the terminal. SUGGESTED BEST PRACTICES FOR ISSUERS To assist your cardholders in navigating this complex environment, we suggest the following best practices: 1. If you haven t already done so, enable a common AID on all of your debit cards as soon as possible. If you issue PIN-only cards that are not enabled on one of the primary debit networks, license a shared AID from the Debit Network Alliance for those cards. 2. Encourage merchants that have retail accounts at your bank to support a U.S. Common Debit AID to help maximize their routing choices, reduce costs and improve the cardholder experience. 3. Educate your cardholders about the different verification methods they are likely to encounter in different merchant environments. Let them know that some fast-food restaurants and grocery stores often opt to use PINless debit for lower-value transactions. 4. Inform cardholders that they may encounter terminals that ask the consumer to choose the AID by asking them to select either U.S. Debit or a branded network. Suggesting the U.S. Debit option will maximize the routing options and reduce your costs. 5. Help your customers understand that their experience at the terminal may vary between PIN, PINless and signature verification. Similarly, they may be asked to verify mobile payments with their fingerprint or with their fingerprint and PIN. Let them know that this variation may persist for the foreseeable future. For more information on U.S. Common Debit AIDs, visit debitnetworkalliance. com or uspaymentsforum.org. ABOUT THE AUTHOR Bryan Manka is Senior Product Manager, Emerging Payments, for PULSE, a Discover Financial Services company headquartered in Houston, Texas. He is responsible for PULSE s product strategies involving EMV, tokenization and other select technologies. EDUCATING PROFESSIONALS, CREATING LEADERS More than $225,000 in Scholarships Available Annually The Arkansas Bankers Association is pleased to offer scholarship opportunities to its member bankers through the Herbert V. Prochnow Educational Foundation, a supporting organization to the Graduate School of Banking at the University of Wisconsin Madison. The GSB Prochnow Foundation offers nearly one quarter million dollars in scholarships every year to bankers who want to improve their careers and organizations through education. Scholarships are distributed through the ABA for the Graduate School of Banking and the GSB Human Resource Management School. Apply today for a scholarship to attend a program at the nation s leading and most progressive banking school. For details, contact Kami Coleman at the Arkansas Bankers Association at kami.coleman@arkbankers.org. Sponsored by: gsb.org December 2017 The Arkansas Banker 15

16 Arvest Bank Spotlights People Helping People At the end of the day it s not about what you have or even what you ve accomplished it s about who you ve lifted up, who you ve made better. It s about what you ve given back. Denzel Washington That s the sentiment that led to an Arkansas bank s award-winning video series that has absolutely nothing to do with banking. Launched in August of 2016, the People Helping People campaign features individuals in communities Arvest serves, who are uniquely making a difference in the lives of others. The videos, which appear on Arvest s blog and social media channels, offer a glimpse into the lives of some true hometown heroes. Of the 25 videos, 12 have featured Arkansans. Arvest Bank s mission statement is People Helping People Find Financial Solutions for Life and we wanted to create a way to celebrate those individuals in our communities who were making a difference through selfless acts and projects, said Jason Kincy, Senior Vice President and Marketing Director of Arvest Bank in Lowell. These community people who were helping others and their stories aligned closely with our mission. The hope was to share these stories and to inspire others to think about how they could be a person who made a difference in someone s life. From women who run a program for victims of sexual abuse and sex trafficking, to a blind woman putting together blessing bags for the homeless, to an animal rescue center the stories are as diverse as the people behind them, but one theme rings throughout: people who saw a need in their community and decided to make a difference. Giving back to our communities is the biggest part of real human success. It s taking a part of yourself and offering it to your world. Loving each other feeds our souls and makes life better for everyone, said Gable Sloan, a Fayetteville middleschooler who was featured in a People Helping People video in January of Inspired by the community-minded attitudes of her teachers and parents, Sloan began selling her baked goods to raise money for charities, and has started a college scholarship fund at her school. Currently, I m working with the Fayetteville Public Education Foundation and my community to raise $25,000 to invest in the needs of students struggling to find academic success because of things like homelessness and poverty, Sloan said. The future of my city depends upon Production photos from the People Helping People video shoot of Steve Ebert, a volunteer cross country coach at Springdale s Central Junior High School. 16 The Arkansas Banker December 2017 the education of our young citizens. I m a big fan of Malala Yousafzai, a youth activist for female education, and I, like her, believe promoting academic success for everyone ensures a bright and better tomorrow for our world. A news story and some childhood memories were all it took to inspire Ron King, who was featured in the very first People Helping People video back in August of 2016 with his organization, Recycle Bikes for Kids in North Little Rock. I have been on a number of mission trips and seen need in other countries but have also been aware of need right here in Arkansas, King said. When I saw a news item about kids being given repaired bikes it reminded me of my first bike, which was used, and how much it provided me in the way for freedom and independence. I felt that every kid should have that experience and knew how easy it would be to buy, repair and give away a few bikes. King put his idea, and his skillset, to work for the community in a big way: Recycle Bikes for Kids is now in its ninth year, and has given away 14,000 bikes. Through leadership, volunteers, and donations, he hopes that the program remains sound

17 Professionals MarCom Awards. Arvest won a Platinum Award for its overall People Helping People series and a Gold Award for its video featuring Steve Ebert, a volunteer cross country coach for Central Junior High School in Springdale, Ark. The bank also received an honorable mention for its video featuring Marshal Grissom, head coach of the Caney Valley High School Bass Club in Ramona, Okla. The People Helping People videos resonate because they are local, they are uplifting, and they tell the stories of good people doing good things for their communities something that, according to Jim Cargill, President and CEO of Arvest Bank in Little Rock, is nothing new to community bankers. Production photos from the People Helping People video shoot featuring The Van, which serves homeless individuals in the Little Rock metro area. enough to continue providing bikes to kids as long as there is a need. My advice to anyone wanting to make a difference is to do it from your heart. Don t go into it with an overly complicated plan. Start small and let it grow. You will make mistakes but don t let that stop you, King said. Sloan, King, and other subjects of the People Helping People series were nominated by local Arvest bankers; nominees then go through a vetting and selection process before being profiled. spent working in the community, but this video series has been a great example that they are not alone in their desire to help others, said Kincy. With more than 400,000 total views, the video series has clearly resonated with the communities across Arvest s footprint. People Helping People also garnered national recognition in November, when it was honored by the Association of Marketing and Communications Being a hometown banker isn t just about where we are located, it is about being invested in our community. We have Arvest branches all across central Arkansas but, more importantly, our associates are involved as leaders with numerous organizations and different causes throughout the areas we serve, Cargill said. We focus on providing the best financial guidance and service we can each day for our customers, but we also truly care about them. That s the difference that leads to building successful communities, and Arvest is proud to be a part of that. Click here to view the People Helping People video series! Our associates are also very involved in charities and organizations, making them aware of local individuals who are making a difference, said Kincy. In the future we plan to open the series up to customers and other individuals to make nominations. We believe this will generate even more diverse and compelling stories. When a new video is released, Arvest often holds a launch party or appreciation event at the subject s local branch, bringing ownership to both branch employees and the community. When a new video is released, associates and customers in that community are very proud of the story. Arvest associates are already very generous with their time The production crew with Louise Allison, who provides a safe place for survivors of sexual assault and human trafficking in Arkansas. December 2017 The Arkansas Banker 17

18 Meet Kathleen Lawson, New Executive Director of Economics Arkansas by Claudia Utley Economics Arkansas Economics Arkansas has a new executive director. Kathleen Lawson took the helm of the organization in early October. That makes her only the fifth chief executive in the almost 56-year-long history of this non-profit organization committed to raising the economic and personal finance literacy education of Arkansas students in grades PreK-12. Kathleen says she feels honored and privileged to have been chosen for the post. That s true, but a polite understatement. EA staff, partners and donors who have gotten to know her over the past several months have discovered her passionate, almost exuberant sense of excitement about growing the organization s impact on Arkansans. Prepare to be inspired. And so she is on a whirlwind tour through the state to introduce herself to the extended Economics Arkansas family, including teachers, superintendents and principals, as well as its supporters such as bankers, foundation officers, and private and corporate philanthropists. Bankers have traditionally been among Economics Arkansas s strongest supporters ever since the legendary first executive director, Bessie B. Moore, in 1962 convened two dozen Arkansas businessmen and bankers in a conference room of the former Marion Hotel in Little Rock, locked the doors and explained her dire need for funding to send 52 teachers to economics workshops. The necessary sum was pledged within the hour. Kathleen is just as direct, but much more diplomatic. In fact, she would like to start every face-to-face meeting with each Arkansas banker with this question: In five years from now, what do you hope we will have accomplished with Economics Arkansas? Please welcome her with open doors and open minds and discuss how bankers, businesses and educators can all work together to raise economically and financially savvy citizens for the betterment of us all. Economics Arkansas presented this fall at the Council on Economic Education annual conference about Arkansas Reads One Book, a statewide family financial literacy project. Left to Right, Marsha Masters, Economics Arkansas; Mike Poore, Little Rock School District; Kathleen Lawson; and Gary Anderson, Read to Them. 18 The Arkansas Banker December 2017 Born and raised in Greenbrier, Kathleen is the fourth of eight children. Growing up in a large, lively family meant plenty of opportunities to experience scarcity mainly of peace and quiet the necessity of budgeting and an early appreciation for the relationship between choices and consequences. Although she didn t know the vernacular at the time,

19 Kathleen with husband Brian, daughter Madelyn (6) and son Hudson (4). Kathleen said her childhood prepared her well for the economic way of thinking. At UA-Little Rock, she earned a bachelor of science degree in social work and a masters of public administration. Over the last 15 years, her professional career has focused almost exclusively on the non-profit sector, with positions at the Alzheimer s Association, Pulaski County Youth Services and, most recently, at the Museum of Discovery where she led the Arkansas Discovery Network. Kathleen is a member of the Arkansas State Chamber Leadership Arkansas Class XI ( ), the Arkansas STEM Coalition, the Junior League of Little Rock and various boards, as well as the founder and editor of the Between the Rock and a Fun Place website. She and her husband, Brian, live in North Little Rock with their children Madelyn, 6, and Hudson, 4. The family are ardent travelers and hope to visit all 50 states by In addition, Kathleen s love for the ocean will probably take her on a life-long quest to find the perfect beach. In the meantime, she hopes to make the landlocked state of Arkansas a national leader in economic and personal finance education in schools. Please join her and the Economics Arkansas staff in making that goal a reality. Kathleen welcomes your input anytime by phone at and at kathleen@economicsarkansas.org. When they aren t checking off states across the continental U.S., Kathleen and her family like to island hop with Mickey and friends via Disney Cruise Line. This picture was taken in February aboard the Disney Fantasy. How Can Economics Arkansas Help Your Bank? Partnerships benefit all parties involved. Consider how Economics Arkansas can enhance your effectiveness as Arkansas bankers in the economic development and prosperity of your local community: Connect with the younger generations/millenials. Through our frequent interaction with teachers and their students, we know what motivates and concerns our youngest residents. We can facilitate relevant, hands-on economics, entrepreneurship and personal finance projects that involve all members of the community. Nurture the next generation of bankers. Our engaging personal finance projects and programs such as the Stock Market Game have inspired many a student to consider a career in banking or business. Bankers can reinforce that notion with classroom presentations, loan consultations for classroom markets, bank tours and similar. Develop educational resources for consumers. Banks can adapt and customize our teacher resources and lesson plans for relevant family guides, student games and activities, phone apps, tip sheets and more. Expand personal finance education beyond the PreK-12 classroom. We can collaborate with local bankers and businesses to develop personal finance education targeted at audiences outside the traditional elementary and secondary school environment. Do you have other ideas and suggestions? At Economics Arkansas, we welcome your call at Click here to learn more about Economics Arkansas! December 2017 The Arkansas Banker 19

20 The third annual Women in Banking Conference was held Tuesday, November 28, at the Robinson Center in downtown Little Rock. The event featured speakers focused on providing women with the tools needed to thrive both professionally and personally including time management, organizational skills, and investment advice Additional pieces of the event included a Monday evening networking event, during which the group painted holiday-themed canvases, and a Bankers Give Back donation station, where bankers dropped off donations to benefit three state-wide charities: Ronald McDonald House Charities of Arkansas, Arkansas Foodbank, and Dress for Success Northwest Arkansas. Here s what bankers are saying about the Women in Banking Conference: This was my first time attending the conference. I really enjoyed it. I left with a feeling that I just may be able to rule the world! - Erika I enjoyed it all, and it was a very good use of my time. I also enjoyed the fun event Monday evening. - Sharon I thought all of them were extremely good! These were the best overall speakers I have heard at any conference. - Cathy I really enjoyed the conference, especially since it was geared towards women. I hope to be able to attend more in the future. Thanks for a great day! - Brandy (Above) Debra Clayton, Cindy Juhl, Ann Pond, Gail Broadway, Karla Smith, and Cherie Hutchens, all of Farmers & Merchants Bank in Stuttgart. (Right) Tonya Patrick, Erika Treat, Lisa Sagely, Leah Spears- Blackmon, Stacy Rosales, and Jamie Vaughn, all of First Security Bank in Northwest Arkansas. Click here to see more photos from the Women in Banking Conference! ABA Chairman-Elect Cathy Owen, Eagle Bank, Little Rock; has an on-stage dialogue with Sound Financial Bancorp President & CEO, Laurie Stewart. The two shared stories and advice for women climbing the ladder in banking. Attendees had the option to take part in a networking event on Monday evening. The group painted holidaythemed artwork, led by Spirited Art in Little Rock 20 The Arkansas Banker December 2017

21 SNAPSHOTS December 2017 The Arkansas Banker 21

22 First Security Bank s Margaret Smith was among those honored as Outstanding Women in Business by the Conway Area Chamber of Commerce at the organization s annual Women in Business Awards luncheon on December 6. As a senior vice president, Margaret Smith has worn many hats at First Security Bank. Some of the accomplishments she is most proud of include the development of the Bank Better University, development and management of the corporate Customer Experience Program, and development of an orientation program for new employees. Smith has been active with the Arkansas Bankers Association and served on the board for the Arkansas Bank Marketing Association. She is a past board member for the Faulkner County 4-H, Conway Housing Authority, Faulkner County Leadership Institute, and Junior Achievement. She is currently on the editorial board for 501 Life magazine and is active on several committees through Renewal Ranch. Other women honored were: Lori Ross, Conway Regional Health Systems (Diamond Achievement) Dr. Christine Hurley, Hurley Chiropractic MEMBER NEWS Margaret Smith Honored as Outstanding Woman in Business Susan McCoy, JSI Metal Recycling, U-Pull-It of Conway, and Linn s Auto Lori Quinn, Coldwell Banker RPM Group and Women s Inc. Magazine Kim Slaughter, The Blue Focus Jennie Strange, Blackbird Academy of Arts Maret Cahill-Wicks, United Way of Central Arkansas Women in Business honors individuals in the Conway area who have excelled in leadership and community service and who have inspired others on both a personal and professional level. Community members nominated professionals for the Diamond Achievement Award, Outstanding Woman in Business, and Outstanding Woman in Nonprofit. A selection committee composed of female chamber executives from Wisconsin, Texas, and Georgia chose the recipients. Since its inception, Women in Business has grown beyond the annual luncheon. Earlier this year, the Chamber hosted a panel discussion featuring professional women along with a roundtable discussion for college students led by previous Women in Business award recipients. These outreach initiatives are sponsored by Crafton Tull, Kimberly- Clark, and Stoby s Restaurant and PattiCakes Bakery. At the luncheon, several female high school students from Conway Christian High School, Conway High School, and St. Joseph High School were in attendance. Each student received a $200 book voucher from legacy sponsor Textbook Brokers. Student or working professional, no one at the event walked away empty-handed. Each of the nearly 300 attendees received a Gift Bag sponsored by Baptist Health Medical Center that contained a candle from Park Hill Home, a snack from Petit Jean Meats, and other items. New to the 2017 event, presenting sponsor First Arkansas Bank & Trust gave a monetary donation in the name of each honoree to her charity or nonprofit of choice. Bethlehem House, Blackbird Academy of Arts, Conway Regional Women s Council, Deliver Hope, Haven House, Renewal Ranch, and United Way of Central Arkansas each received donations of $500. Victoria Maloch Named 2017 Marshall Scholar Victoria Maloch, daughter of Martha and Sen. Bruce Maloch of Magnolia, has earned a prestigious Marshall Scholarship to Oxford University. She will travel to the United Kingdom next fall to pursue a master s degree in evidence-based social intervention and policy evaluation. She is one of 43 students selected from universities across the country. Maloch graduated from the University of Arkansas in 2017 with a major in honors agricultural business and minors in agricultural communications and leadership in the Dale Bumpers College of Agricultural, Food and Life Sciences, graduating summa cum laude. Named for Secretary of State George C. Marshall, the scholarship program was created in 1953 and has provided support for more than 1,900 scholars to study in institutions across UK. Recipients have gone on to become university presidents, Pulitzer Prize winners, MacArthur Fellows, Supreme Court Justices, and even an astronaut. The University of Arkansas has had eight Marshall Scholars. 22 The Arkansas Banker December 2017

23 INDEX OF ADVERTISEMENTS AmBA Government Relations Summit 6 AmBA National Conference for Community Bankers 24 Graduate School of Banking at Wisconsin 15 Southern Pioneer Insurance 2 ADVERTISEMENTS For more information on advertising in The Arkansas Banker, please contact Traci Logsdon, Director of Communications, via at traci.logsdon@arkbankers.org, or by phone at The Arkansas Banker 1220 West Third Street Little Rock, AR Phone Fax BANKER NEWS & MOVES NEAL JOINS ARVEST PRIVATE BANKING TEAM Arvest Bank is pleased to announce Josh Neal has been hired in its Central Arkansas market. Neal, who has 11 years of experience in the financial services industry, will serve as a senior private banker with Arvest Private Banking. In that role, he will manage client relationships, assessing financial products that will fit his clients needs, among other responsibilities. Neal will be based in Little Rock. Neal earned a bachelor s degree in marketing at the University of Central Arkansas, and holds Series 7 and Series 66 licenses. We are excited to have Josh join our team and are excited to see him put his experience to work and continue to grow with Arvest, Arvest Private Banking manager Brice Sisco said. Neal and his wife, Hollyann, live in Little Rock and attend The Church at Rock Creek. FIRST NATIONAL BANKERS BANKSHARES ANNOUNCES HIRING OF THOMAS AS VP, ARKANSAS REGION First National Bankers Bankshares, Inc. has announced the hiring of Herbert Thomas, III to the position of Vice President, First National Bankers Bank. Mr. Thomas will be responsible for Business Development in the state of Arkansas. We are excited to have Herbert Thomas join our organization. His 38 years of experience in the financial industry and his knowledge of the banks and bankers in Arkansas will only add to his ability to help our FNBB Arkansas customers, said Jay Wisener, President of FNBB s Arkansas region. Mr. Thomas holds a bachelor degree in finance and banking from the University of Arkansas at Fayetteville and received his MBA in Business in In addition to having passed the Series 7 and 63, he completed several banking schools in Arkansas. Herbert also served a term as Secretary of the Young Bankers Section of the ABA (now Future Leaders). STONE BANK NAMES LESLIE HARP VICE PRESIDENT, ACCOUNTING Stone Bank has named Leslie Harp as Vice President, Accounting. Harp was formerly associated with Heartland Bank and is a graduate of the University of Arkansas. She will have principal responsibilities in the areas of regulatory reporting, oversight of the general ledger and risk management. PAULA GWIN, SARAH ORT JOIN STONE BANK Stone Bank has added Paula Gwin and Sarah Ort in management roles, Gwinn as the bank s SBA Account Manager and Ort as special assets manager. Paula Gwin is a Benton native and was associated with Heartland Bank. She will work closely with the bank s Small Business Administration department s management and loan processing team to integrate government guaranteed loans into the bank s portfolio. Sarah Ort is an attorney with experience in commercial lending, human resources and facilities management. She is a graduate of Arkansas State University and the William H. Bowen School of Law at the University of Arkansas at Little Rock. She was most recently with Heartland Bank in Little Rock. December 2017 The Arkansas Banker 23

24 nccb 2018 ABA National Conference for Community Bankers February 25-28, 2018 Honolulu, Hawaii DESTINATION TRANSFORMATION As community banking transforms, the fast road ahead begins with versatility. Together, we ll map out the steps required to get to banking s next destination. Join us in picture-perfect Hawaii to tackle: > Becoming a Top 1% Performer > Surviving a Merger of Equals > Achieving Balance Between Risk and Partnership > Using Data and Predictive Analytics Tools to Improve Compliance and Reduce Risk Secure your spot today Register at aba.com/nccb. 24 The Arkansas Banker December 2017