2 minute read
Interview: Denise Monahan, Group
Client-centric
Focus on customers is vital when managing the balance between humans and technology
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Denise Monahan
Group Vice President – M&T Bank
What is the impact on client satisfaction from your investments in technology? Our data shows continued high customer satisfaction ratings. It goes back to the core philosophy of M&T, which is understanding what is important to our clients and communities and then making sure that we develop the resources our clients need to be successful. M&T recently completed its new centralized technology hub in Buffalo that will support our operations across the bank’s entire footprint in the Northeast and mid-Atlantic. The bank’s continued investments in technology and technology talent will continue to drive efficiency and solutions for our clients. Being client-centric and client-driven is at the core of all we do in leveraging and managing the appropriate balance between humans and technology.
What business lines are seeing the most demand? I would say the first is providing PPP and credit support to businesses of all sizes in a variety of industries that were either directly or indirectly affected by the COVID-19 shutdown. Second, would be delivering treasury management services, mobile and online technology platforms and solutions to support the transition to a work and business from home environment. The low interest rate environment continues to fuel strong activity in our mortgage business. Finally, this past year has created some growth and M&A activity in which we continue to facilitate the necessary credit and non-credit services to support our clients.
What makes South Jersey a great location for M&T Bank? For M&T, it’s the growing diversification of businesses by size, industry and geography. South Jersey has always been a strong market for healthcare and higher education, both of which continue to expand. The access, land and natural resources, availability and affordability compared to places like New York and Northern New Jersey have enabled South Jersey to attract and experience growth within industries like food and beverage, manufacturing, distribution facilities, storage, transportation and logistics, and renewable energy.
What is your near-term outlook for M&T Bank? The outlook overall is positive, particularly as the number of COVID cases come down and the vaccine is more available. With all the stimulus, consumers have been able to save more money and the PPP programs have clearly helped businesses. The Fed’s monetary policy appears to remain accommodative and interest rates are still relatively low. The proposed infrastructure spending bill should enhance capital spending and facilitate a positive outlook in the second half of the year.
