2 min read January 2023 — In an interview with Invest:, the East Region’s Branch and Small Business Banking Regional Executive at U.S. Bank, Heather Kesner, talked about how the company is focusing on small businesses and community work, the shift in customer demand for economic stability and how new application features are being rolled out to give customers a seamless and enjoyable banking experience.
How has the past year been for your operations in Charlotte?
We have spent a lot of time building our teams as we are preparing to open three branches in 2023 with a focus on serving individual consumers and small businesses. The new branches will double our brick-and-mortar presence in Charlotte to six branches as part of the expansion we announced in 2019. In addition to products and services for consumers, we have a team dedicated to small businesses with less than $2.5 million in annual revenue. This complements our team with expertise in serving larger businesses with annual revenue up to $25 million.
Furthermore, we have continued our dedication to developing a top-rated app, which has a feature that allows us to cobrowse with our clients. This technology allows a banker to view exactly what a customer sees on their phone or computer screen. We have also embedded ourselves in the community through sponsorships of local organizations and events such as Hola Charlotte, Charlotte Pride, and the Charlotte Marathon. We have been involved in the Latin American Chamber of Commerce of Charlotte’s annual gala. We are intentional about our community involvement so that we can make the greatest impact, and our teams are energized by participating in events that align with our personal and professional development goals.
How have the past couple of years changed how banking will be conducted in the next few years?
The pandemic really taught us and our customers that they can bank how, when and where they want. This gives the customer choices about whether they want to bank through the app, through the ATM, in person at the branch, online, and so on. Having a top-rated app is important for our customers because they don’t need to go to a branch every day. But they usually want to go into a branch when they need advice on important life decisions like buying a house or paying for college. They want to sit down and have a discussion with an expert.. So it’s really a balance of providing those in-person opportunities as well as encouraging the use of our innovative app. Last year, for example, we added a popular app feature that allows customers to access all of their accounts across multiple banks.
What is the connection between being intentional about community work and supporting the small business community?
We have approximately 1,000 employees in Charlotte. By the end of 2022 we expect to have given out grants of more than $300,000 to Charlotte nonprofits. Our partners include Common Wealth Charlotte, Junior Achievement of Central Carolinas and the Women’s Business Center of Charlotte. A number of the grants are connected to supporting small businesses, which is an important focus for U.S. Bank. The country is run on small businesses, and we are adding small business specialists who can provide capital and advice to those trying to start or expand their business. The banker is a big part of that, and we want to make it easier for small business owners to run their businesses day to day so they can more simply and efficiently reach their goals.
What would you say is the strength and health of the small-business community?
As Charlotte grows, there will be a need for more businesses, and we have the right environment here for them to thrive. At U.S. Bank, we have an important opportunity to help contribute to that growth, whether it’s through programs offered by the U.S. Small Business Administration or through the work of our Business Access Advisors, who work with minority business owners. Our work is critically important, and it all contributes to Charlotte’s growth.
What are the factors that will influence the banking sector’s growth?
Job growth is certainly on the rise here, as it is higher than the U.S. average. There are also large corporate relocations happening, including the Atlantic Coast Conference’s headquarters moving from Greensboro, which will continue to impact the region’s economic resiliency. This growth presents an opportunity for U.S. Bank and other banks. We want to be able to serve that influx of new residents with a continually growing branch network. Homeownership is also going to be an important piece in all of this, particularly among Millennials, which represent a growing market. We have the opportunity to become the bank of choice for these new residents and businesses as Charlotte remains in the national spotlight for growth
What are some of your specific priorities for the next few years as you grow in Charlotte?
We certainly want to expand our presence with brick-and-mortar locations, but our customer needs are always changing so we want to ensure that we are continuing to adapt. For example, we need to help our clients immediately by providing education, resources, capital assistance and assurance as their financial partner. Previously, customers may have been looking for mortgage and home equity loans, but now they are more interested in money market accounts and certificates of deposits for their savings. So, ensuring that we anticipate what the economy is bringing and what the customer needs accordingly is our top priority.
Additionally, we want to expand our presence and name recognition in Charlotte. Again, for us opening three new branches is an exciting initiative for 2023. Our flagship location in SouthPark is scheduled to have its grand opening in February. Our largest branch in Charlotte will be equipped with drive thru banking services and a community room that our community partners can use.
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