Cruz A. Marcano, MBA

Is poor service a dealbreaker? Discover why your peers at banks and credit unions say superior service and support from a tech provider is critical.

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🚨 Banks and credit unions are losing customers — not because of bad products, but because they’re missing the moment. 📲 When today’s consumers or business owners are ready to act — open an account, apply for a loan, move their money — they expect it to happen instantly and digitally. But too often, legacy systems, slow workflows, and clunky onboarding experiences get in the way. 🧠 In our latest eBook, “Missing the Moment: How Outdated Processes Drive Customers to Your Competitors,” we break down: - Where and why drop-offs happen in digital journeys - The true cost of outdated onboarding experiences - How leading FIs are turning friction into growth - A 5-step roadmap to assess and accelerate your digital readiness 💡 Don’t let one missed moment become a lost relationship. 👉 Download the full guide here: https://lnkd.in/gjpZN8u7 #DigitalBanking #Fintech #CustomerExperience #CreditUnions #BankingInnovation #Amount

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Small and mid-sized banks face big myths about credit card issuing. But here’s the truth: Start simple by tailoring your card program to your customers. With the right issuer processor, your lean team can accelerate program growth, accessing innovative features that transform credit cards from a defensive shield into a revenue-driving engine. i2c’s platform delivers the horsepower and agility to navigate this journey smoothly, managing your card program from design to launch with precision and speed. Read Blog: https://lnkd.in/eh-2nvTT

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We are pleased to roll out native transaction enrichment capabilities on the Banno Digital Platform™ in collaboration with Bud Financial. This enhancement empowers banks and credit unions to deliver clearer transaction details for everyday money management while equipping them with clean, high‑quality data to create more personalized and intuitive digital experiences.

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Many community banks launch credit card issuing programs with agent bank providers because they seem like the simple option. But that simplicity comes with trade-offs: 1. Low revenue 2. Limited control over your program or product design 3. Weak customer relationships There’s a better option. Owning a credit card program enables community banks to profit more, leverage local knowledge, win customer loyalty, launch quickly, and compete with big issuers in the market. 💡 You don’t need to build an issuing platform from scratch or settle for handing your customers over to an agent bank. Learn more about owning your issuing program in our new blog: https://lnkd.in/gtmZUDXF #communitybanking #creditcards #communitybank #issuing

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Wells Fargo is doubling down on physical branches with a twist that challenges conventional wisdom. After years of regulatory constraints, the banking giant is pivoting from consolidation to expansion, planning to grow beyond its current 4,000 branches. The strategy? Go where customers are already shopping: busy street corners near grocery stores and Starbucks, not isolated banking districts. But here's the real insight: While teller transactions plummet year over year, visits to meet with bankers are actually going up. Customers increasingly want consultations and guidance, not just quick transactions. This shift is reshaping everything—from branch density (10 minutes away instead of 5) to design philosophy. After experimenting with open cubicles, Wells is returning to fully enclosed offices with doors. Why? As Brad Nolan, head of branch systems and transformation, explains: "Customers don't want to feel like somebody else can hear the conversation they're having, especially when they're relaying private information about their lives, their accounts." https://lnkd.in/e43kYE7d

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ACH Settlement vs. ACH Posting – The Difference Explained When people talk about ACH payments, they often assume “money moves instantly.” But in reality, there are two separate but related steps in the ACH process: Settlement and Posting. Understanding the difference is critical for businesses, banks, and customers. 1. ACH Settlement Settlement is the actual movement of funds between financial institutions. Who Manages It? The Federal Reserve (FedACH) or a private ACH operator. How It Works: Originating Depository Financial Institution (ODFI) sends the payment file. The ACH Operator sorts transactions and routes them to Receiving Depository Financial Institutions (RDFIs). At settlement, the net debit/credit positions between banks are calculated and settled in their accounts at the Federal Reserve. Timing: Occurs in daily batch windows (or multiple windows for Same-Day ACH). Funds technically move between banks on the settlement date. Settlement = Bank-to-Bank movement of money. 2. ACH Posting Posting is the application of the ACH entry to the individual customer’s account at the RDFI. What Happens: RDFI receives the ACH entry from the ACH Operator. The bank’s core system applies the debit or credit to the correct customer account. Customers then see the transaction reflected in online banking, statements, or balances. Timing: Can occur on settlement day or sometimes later depending on bank policies. Example: Payroll may “settle” at 8 AM, but not “post” to employee accounts until 10 AM. Posting = Bank applying ACH to the customer account. 3. Key Differences AspectSettlementPostingDefinitionMovement of funds between banks (ODFI ↔ RDFI).Application of funds to customer accounts.Managed ByFederal Reserve / ACH Operator.Receiving bank (RDFI).Level of ActivityBank-to-Bank.Bank-to-Customer.TimingBatch-based, specific windows.Depends on RDFI’s processing schedule.Customer ImpactNot visible directly to end users.Visible — affects account balance & statements. 4. Real-Life Examples Payroll Deposit Employer initiates payroll ACH on Friday. Settlement: Banks exchange funds Monday morning. Posting: Employee’s paycheck shows up in their account by Monday afternoon. Utility Bill Payment (ACH Debit) Customer pays electricity bill. Settlement: ODFI and RDFI settle net amounts at Fed. Posting: Customer’s bank deducts funds from their account and utility company sees the payment. 5. Why It Matters For Businesses: Helps in forecasting cash flow. You may “settle” today but employees/vendors might not “see” funds until posting. For Banks: Regulatory compliance (NACHA requires RDFIs to make funds available by certain deadlines). For Customers: Explains why you sometimes hear “funds left your account” but the recipient hasn’t “gotten” them yet. In short: Settlement = Money moves between banks. Posting = Money shows up (or disappears) in your account.

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Over the next four years, Wells Fargo is investing millions of dollars to refresh our entire U.S. retail branch network, reinforcing the physical branch as the “heart” of our retail banking business despite technological advances. We’re incorporating digital tools for simple processes like opening accounts, providing new spaces for planning and financial advice and guidance, all while making the retail branch environment more modern and welcoming.

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Friendly ACH fraud is rising fast, and current defenses are struggling to keep up. Detection delays stall real-time response, manual reviews drain already-thin teams, and basic tools leave too many blind spots. The 2025 Link Index for Friendly ACH in Banking breaks down what’s working, where gaps remain, and which vendors are actually leading the way. 🔗 Get the full report → https://hubs.la/Q03VStYR0 #ACHFraudPrevention #FraudPrevention #RiskManagement #Banking #LiminalInsights

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This year was rough for fintech stocks. The global fintech ETF is down two percent on the year with names like Block, PayPal and Shift4 plunging double digits. But Wells Fargo's Jason Kupferberg sees attractive opportunities in the sector heading into 2026. 

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Reminder for Investment Adviser Representatives: IARs must complete IAR CE courses and IAR CE Providers must report those course completions to FINRA before the CRD system shutdown at 4 p.m. ET on December 26 to ensure IAR CE credits are applied before the end of the year. Avoid any impact to your IAR registrations by finishing your coursework well ahead of the deadline. For more details, click here: https://lnkd.in/epksxVc2

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With hybrid work, AI, and collaboration tools reshaping how business is done, legacy rules are due for an upgrade. FINRA’s latest guidance (Regulatory Notice 25-4) is a wake-up call for financial firms to modernize their approach. The biggest gaps to address now: 🔹 Off-channel comms 🔹 AI recordkeeping 🔹 Website interaction capture We analyzed the fine print so you don’t have to—get all five of our key takeaways here: bit.ly/469ZgRR

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Scotiabank is growing in Texas with a major regional office in Dallas! The project is expected to create more than $60 million in capital investment and more than 1,020 new jobs, bolstering Texas’ financial services workforce—which is already the largest in the nation. More here: https://bit.ly/45Kn0ex

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