Season 2, Episode 30: Lindsay Green
From Branches to Breakthroughs: Lindsay Green on the Future of Banking
In this episode of Jack Rants with Modern Bankers, Jack Hubbard sits down with Lindsay Green, Executive Vice President of Extraco Consulting, to explore the evolving landscape of retail banking. From her early days helping launch a de novo bank to leading innovative transformation at Extraco Banks, Lindsay shares insights into what it takes to stay ahead in community banking today.
This episode is packed with real-world strategies and heartfelt leadership. Plus, Lindsay opens up about her recent personal journey and the power of a supportive team in times of challenge.
Click to Watch the VideoView Transcript
00:00:02.080 --> 00:00:13.629
Jack Hubbard: Well as I mentioned in the introduction. If I think of retail banking. The 1st 2 words that come to my mind are Lindsey green Lindsey. What a great privilege it is to have you on the show today!
2
00:00:13.630 --> 00:00:15.789
Lindsay Green: Thank you so much, Jack. It's my pleasure.
3
00:00:15.990 --> 00:00:43.090
Jack Hubbard: Well, we're thrilled. And you know we normally don't talk retail banking. But I've had a lot of requests from bankers to ask about. Okay, what's going on in retail banking? What are you seeing, you know? Are the branches still viable things like that? And we're going to talk all about that today. But you've had a tremendous banking career. Let's let's go back to the Wayback machine. Talk about your career, how you got started in banking and what you're up to these days.
4
00:00:43.500 --> 00:00:46.120
Lindsay Green: Sure. I'd love to. So
5
00:00:46.240 --> 00:00:59.230
Lindsay Green: gosh, I was fortunate enough. Kind of yeah, at an early age, to become involved with the de Novo bank in College Station, Texas. I was still working on my undergraduate degree at A. And M.
6
00:00:59.290 --> 00:01:25.150
Lindsay Green: And I was a gosh handful of you know. There were probably only a handful of employees at the time we were in organization. We were raising funds, you know. There were times we were wondering if we were ever going to get this thing started, and it was a a very interesting experience that taught me so much. I don't think I knew what I was in store for. Worked with them, for you know multitude of years got to do a lot of different things.
7
00:01:25.529 --> 00:01:35.119
Lindsay Green: Working for de Novo bank is is pretty special in that. You. You get to be involved in so many different areas of the bank because you don't have, you know, a ton of staff to specialize
8
00:01:35.644 --> 00:01:42.759
Lindsay Green: so that really helped me. Early on, I was actually going to school to get you know, my
9
00:01:42.950 --> 00:02:07.750
Lindsay Green: liberal arts degree. I was an English major, and decided that I really love banking, and I took a completely different term, got my Mba. In banking and finance, and worked for that bank for years before coming to Extra Co. And so I've gotten to wear quite a few different hats at Extraco Banks, and then also be a part of extra Co. Consulting, and some of our affiliate organizations, as well.
10
00:02:07.900 --> 00:02:17.650
Jack Hubbard: Yeah. And I want to talk about both of those. You have a a very unique story to tell around extricco banks. It's a long history
11
00:02:18.020 --> 00:02:22.800
Jack Hubbard: give us a little background of extricate banks, which, by the way, is Banks, portal.
12
00:02:24.340 --> 00:02:40.662
Lindsay Green: It is banks plural we. We do get that often. And we also get all kinds of pronunciation of extra code itself. So I I think most people know us as extraco until they understand the history and and some of the heritage. But
13
00:02:41.330 --> 00:02:53.539
Lindsay Green: yeah, so we are a community bank based in Central Texas and extra Co. Actually started as a cotton compress and warehousing business in 19 0. 2
14
00:02:54.168 --> 00:03:07.759
Lindsay Green: so it was. Exporters and traders compress and Warehouse Company, and so extra Co. Was actually an acronym for exporters and traders compress when, you know, became just the banking industry.
15
00:03:07.870 --> 00:03:15.760
Lindsay Green: And we we're really dedicated to building our people, our businesses, our communities.
16
00:03:15.760 --> 00:03:41.830
Lindsay Green: And we really focus on a community impact how we can support our local areas. We're over 2 billion in assets. And I, you know, now, we're kind of the largest, most comprehensive locally owned bank between Dallas and Austin. We serve customers from the banking side, obviously retail and commercial mortgage, insurance, wealth and trust. And really just try to do so with innovative excellence.
17
00:03:42.740 --> 00:04:09.300
Jack Hubbard: Well, I want to talk about innovation. One of the times I went down there early on, and I walked into your I'll call it the training room. It's probably used multiple purposes. There's these big banners hanging down, 10 of them. I think there were probably 10, and they were all about your strategic initiatives for the bank. This comes about in a very unique way. Talk about how this all happens.
18
00:04:09.650 --> 00:04:27.390
Lindsay Green: Oh, goodness! We could probably spend the whole time just talking about that. So yeah, that those are our top 10 goals. And the reason there were the banners there was really just to make sure everybody was on the same page. And anytime we're there in meetings. It's kind of a reminder of. You know what our
19
00:04:27.390 --> 00:04:44.179
Lindsay Green: driving and overarching goals are for that year? We do a lot of external mastery, studying whether it's the banking industry or other industries. You know how what they're doing. Well, new trends that are coming technologies. And so we have a
20
00:04:44.640 --> 00:05:09.090
Lindsay Green: We're very fortunate that our leadership allows us to be very creative and kind of get together and talk about the ideas. And we do preparation work before we we do our strategic planning. And and really, even, you know, as we're walking into creating goals and and rolling those out. And then I think that our executive leadership does a great job of making sure that every employee in the bank
21
00:05:09.090 --> 00:05:36.589
Lindsay Green: gets to hear directly from them. Here are the things we're working on this year. And really just make sure that we're all kind of driving the ship in the same direction. And we all understand the why. You know, we know why we're doing it. We know how it's gonna benefit the bank, how it's gonna benefit our customers. And you know, even this year there's some dashboards that a group is working on, that'll, you know, be shared with all employees so they can kind of see how we're doing, you know, on those kpis throughout the year.
22
00:05:36.590 --> 00:06:02.539
Jack Hubbard: Yeah. And and that's important, because your footprint continues to expand, and it's a little harder you headquartered in Waco. But you've gotten bigger and broader over the years. And the other thing that's happened over the years is that bankers would either read about your innovation and technology or they'd hear about you speaking at a conference, or whatever, and they would say things like.
23
00:06:02.540 --> 00:06:17.859
Jack Hubbard: Can I come down and visit you? This really made a transition, and you you started to think about Jeez. If a lot of people are coming over, maybe we had to do something about this, and that was sort of the foundation and the development of Extra Co. Consulting.
24
00:06:18.120 --> 00:06:31.020
Lindsay Green: It. It really was. You said that perfectly I'd love to say that we had the brilliant idea to start a consulting firm, but I can't say that that was the intention in the beginning.
25
00:06:31.320 --> 00:06:44.419
Lindsay Green: Yeah, the honest answer is, we kind of got started by accident, thanks to our vendors, and so when we were kind of reinventing our lobby and just focusing on being more efficient, focusing on the customer experience.
26
00:06:44.745 --> 00:07:08.799
Lindsay Green: We were looking at a lot of other industries, you know, and and what they were doing, and our our vendors where we were implementing their technology were asking us, Hey, can we bring, you know, this bank in, and we're like, sure, we just need to schedule it around where it doesn't affect customers. And it was kind of fun in the beginning, you know, we we got to have a little break from our day to day job, and you know, share ideas, and it it always was a 2 way street
27
00:07:08.800 --> 00:07:19.670
Lindsay Green: and after a couple of 100, we started thinking, you know, we have a day job, and we need to focus on that, and then what was great is, you know,
28
00:07:20.330 --> 00:07:47.189
Lindsay Green: our my boss at the time our former CEO that has retired was like, maybe we can monetize this. You know, we can help other banks, and we can drive some fee income and so check with the Regulators and got approval. That was January of 2,011, and so at that time extra Co. Consulting was still a part of extra Co. Banks, and it was just really kind of a division.
29
00:07:47.650 --> 00:07:56.369
Lindsay Green: and then our firm has grown over the years. So I think it was 2016 when we kind of spun off and became an affiliate, and
30
00:07:56.590 --> 00:07:59.089
Lindsay Green: so I can't, I guess. Extra Co. Consulting was
31
00:07:59.200 --> 00:08:04.330
Lindsay Green: formed out of a community bank by bankers that have a passion for helping other bankers.
32
00:08:05.330 --> 00:08:25.479
Jack Hubbard: And you provide a lot of services, and I want to ask you down the road about swarm, because it's so fascinating, and I've experienced it. But what are some of the things that you have clients now at extra co consulting? What are some of the things that you do in terms of helping your clients get better.
33
00:08:28.200 --> 00:08:34.260
Lindsay Green: yes, we do have a lot of services. So that's a tough, tough question to answer. But what I would say most is.
34
00:08:34.390 --> 00:08:58.119
Lindsay Green: we really come in where we can help banks become more efficient, and whether that is something from a process, improvement, perspective or process automation. You know, we've we've got experience on all different systems and cores, and we have a team that is lean, 6, Sigma certified. I have my black belt, my master Black Belt and a lot of my team members do. And we kind of look at things
35
00:08:58.250 --> 00:09:02.419
Lindsay Green: cross departmentally, and, you know, start to finish. So if you look at
36
00:09:02.570 --> 00:09:17.879
Lindsay Green: every way a customer can open an account with your bank. Whether they come into the branch. They're doing it, you know. They they start the request over the phone, or they're in online chat, or they're doing it online. How that experience looks and
37
00:09:17.880 --> 00:09:39.910
Lindsay Green: how efficient it is. And so how much waste is in that process. You know. How many times are we checking the information? And so we do a lot of process improvement. And then we also kind of take it to that next step of if they want assistance with process automation, whether it's ideas or actually building the automation. We can assist with that as well. And and we do a lot of training.
38
00:09:40.330 --> 00:09:52.260
Lindsay Green: We do the training, you know, really, on behavioral side of things, to kind of help with. You know your frontline staff. But also sometimes when you move to a universal banker model.
39
00:09:52.390 --> 00:10:02.450
Lindsay Green: it's difficult to figure out your training plan. If you have existing staff that you're converting over to be, you know, universal employees. And so we kind of can help come in
40
00:10:02.570 --> 00:10:16.980
Lindsay Green: and set that plan to build. You know, we we truly call it a university. There are some that actually are able to get college credit for it, based on their accreditations of what they do after they build out their training program. And so
41
00:10:17.230 --> 00:10:26.889
Lindsay Green: we even have some that outsource the training needs to us whether our trainers come in, and they, you know, do the training on site? Or if we do, a train the trainer certification?
42
00:10:27.338 --> 00:10:37.510
Lindsay Green: We also have a an Lms system that we have kind of brought different banks together to make it affordable and economical, where you can have your own white labeled lms.
43
00:10:37.670 --> 00:10:47.339
Lindsay Green: and actually build different training components into that as well. And when you outsource it's something you can just get done faster, you know, that's really the value proposition for us is.
44
00:10:47.450 --> 00:11:01.640
Lindsay Green: we're bankers, you know. We understand banking, and you know you can go and do all these things, and you know, get them done. But if you have a timeline, or, you know, short needs. You can outsource and and get it done in half the time, if not faster.
45
00:11:02.230 --> 00:11:05.469
Jack Hubbard: Yeah. And if I, if you think of a correspondent bank.
46
00:11:05.660 --> 00:11:06.270
Lindsay Green: Okay.
47
00:11:06.540 --> 00:11:09.589
Jack Hubbard: Extra Co. Is a correspondent consultant.
48
00:11:09.590 --> 00:11:10.390
Lindsay Green: That's true.
49
00:11:10.390 --> 00:11:33.670
Jack Hubbard: You'll do marketing, you'll you'll do a lot of help. And the swarm process that you've designed is amazing, and I want to talk about that. But you're out in the field, as I mentioned in the introduction. You teach it at graduate school of banking, and you're out speaking quite a lot. Let's talk. 2025. What are some retail trends? You're seeing Lindsay in the industry.
50
00:11:34.402 --> 00:11:59.707
Lindsay Green: Goodness. So I mean, that's that's something we can talk about all the time. I think everyone at this point. Here's AI what? 20 times a day, you know, I mean, it's just it's all around you. Of course, it's a hot topic, and you know how Banks can actually use it. We find our clients are are really doing kind of a phased approach to figure out their readiness and and things like that. But,
51
00:12:00.900 --> 00:12:13.239
Lindsay Green: You know, fraud prevention is something that has always been an issue. You know, fraud is nothing new. But now, because of AI and deep fake technology and so many things that are out there.
52
00:12:13.340 --> 00:12:33.569
Lindsay Green: I think that one of the biggest trends that we're seeing is our clients are trying to figure out how to be prepared for that. And you know, what do they need to do? Different on a fraud perspective? And it's not even them implementing AI. It's how is AI going to impact us, you know. And and that's more, a lot of the conversations that we've been having.
53
00:12:34.262 --> 00:12:43.339
Lindsay Green: Is really figuring out. Okay, well, this could be an issue. And and what are we going to do differently to make sure that we're protected when this becomes our reality?
54
00:12:45.040 --> 00:12:48.400
Jack Hubbard: Yeah, I'd let's stay on that topic because
55
00:12:49.380 --> 00:12:56.850
Jack Hubbard: I got I have a book a brand new, relatively new book from Jeff Woods. and show you hang on
56
00:13:00.310 --> 00:13:01.909
Jack Hubbard: the AI driven leader.
57
00:13:01.910 --> 00:13:02.290
Lindsay Green: Oh, my!
58
00:13:02.290 --> 00:13:02.925
Jack Hubbard: And
59
00:13:03.680 --> 00:13:11.369
Jack Hubbard: interesting in this book. He talks about the fact that he did a survey with 200 Ceos of different industries.
60
00:13:11.490 --> 00:13:30.410
Jack Hubbard: and he found that 100% said, Yeah, we were, AI is important. Yeah, we got to talk about it. But only 5% have done anything to implement. I find community banks hoping to put their heads in the sand and make this thing go away. And it's not
61
00:13:30.560 --> 00:13:43.430
Jack Hubbard: you work with hundreds of community banks. What are you hearing about community banks adopting AI. And if they're doing it, how are they adopting it?
62
00:13:44.120 --> 00:13:44.815
Lindsay Green: Sure.
63
00:13:46.440 --> 00:13:59.489
Lindsay Green: you know I I think there is a reluctance. You know, and and even in our own institution there is a we need to make sure we do things right. So I think it's figuring out the policies, the governance.
64
00:13:59.980 --> 00:14:10.209
Lindsay Green: gosh! There's just so many other things that go into, you know, using AI. You honestly have to figure out where to trust it. You know. Where is it going to be? Something that that you trust, and
65
00:14:10.400 --> 00:14:21.159
Lindsay Green: I hate to go back to fraud, but that is something that I think is the easiest entry point for a bank, and that's where we've seen most of our banks. You know our clients that we work with
66
00:14:21.220 --> 00:14:45.849
Lindsay Green: implement it when they're looking at technology that can help them with fraud prevention, and do something in a real time manner or look at predictive behavior. You know this is out of trend for Lindsey Green. She doesn't normally spend this much money today, you know, and kind of trigger alerts to where I mean, we've got some great fraud. I call them detectives, because what they do is truly detective work on our bank side.
67
00:14:45.950 --> 00:15:05.539
Lindsay Green: But I I will say they're they're fantastic at what they do. But imagine what they could do if they have real time data that you know, they've trained an AI model, and they've built what they do into an AI model. And that model is able to go out and catch things faster. And so I just feel like as
68
00:15:05.970 --> 00:15:19.990
Lindsay Green: as the industry continues to adapt to all the changing technology. That's probably the easiest entry point, and going to be one of the most beneficial, you know. It's going to have the most results.
69
00:15:20.873 --> 00:15:30.450
Lindsay Green: we've seen some internal like chat bots implemented. You know, even external as well that that support AI, or or at least machine learning.
70
00:15:30.887 --> 00:15:44.430
Lindsay Green: That's been really helpful. The internal side. It can really help cut down on training time for employees, because it can help, you know, from a process procedure standpoint, you you're able to go in and query, and then the other side would be
71
00:15:44.460 --> 00:16:03.299
Lindsay Green: Hr, you know, it could actually, if you use AI to help you with, you know your recruiting. Basically, once someone is applied and kind of getting down to who you want to go in and interview. I kind of feel bad for some applicants. But I I've seen that happen. And and it's been successful with larger institutions that
72
00:16:03.420 --> 00:16:07.249
Lindsay Green: have a ton of applicants that you know their Hr. Department has to filter through.
73
00:16:08.210 --> 00:16:20.399
Jack Hubbard: Interesting. Well, when you talk about technology, part of it is software. But part of it is hardware, and and you get involved with your clients helping them implement things like
74
00:16:20.550 --> 00:16:35.509
Jack Hubbard: branch restructuring, which involves technology and itms interactive teller machines. What's going on on the technology side, Lindsey, not only from a AI perspective, but maybe from a hardware perspective.
75
00:16:37.750 --> 00:17:03.990
Lindsay Green: You know, I that spans the spectrum just because of kind of where each individual community bank is at. Some banks are are still just now considering rolling out Tcrs or teller cash recyclers from an efficiency perspective. I think it's a must to have in the branch, just because from a staffing model perspective, you know, even just buy sales to the vault. Things like that. Your cash volumes.
76
00:17:04.569 --> 00:17:32.980
Lindsay Green: But I will say that oftentimes, you know, we are brought in, and they're like, well, we don't really get a lot of results from from our Tcrs, and what we find is sometimes they implement the Tcrs, but they still have a cash drawer tied to it. And so there's not really that efficiency gained there. So we do a lot of procedural work on how you can, you know, handle mutilated money and things like that, you know, outside of needing a cash drawer, you know, with every Tcr, that you've implemented in the branch?
77
00:17:33.417 --> 00:17:42.860
Lindsay Green: You know, video tellers continue to get even a smaller footprint you know, other than you know your cassettes that you're gonna need for large capacity cash.
78
00:17:43.554 --> 00:18:06.609
Lindsay Green: But from an efficiency perspective, just continue to get better. You know, I mean, there's more core integration options now, and and that reduces the need for any kind of middleware duplication of entry potentially and that that duplication of entry is the big key from an efficiency perspective. And and also, you know, supporting the experience. But
79
00:18:07.221 --> 00:18:30.679
Lindsay Green: yeah, the technology continues to just get better and better options to optimize the branch experience. And we're not one to to say, you know, going away from from having employees in the branch, we just want them to be able to focus on expanding relationships and solving customer needs and not having to do all the the transactional items you know that they used to have to do within the branch.
80
00:18:31.160 --> 00:18:49.119
Jack Hubbard: Well, let's let's talk about the branch. The you know the branch is dead. The branch isn't dead. You know, I'm on the board of a bank, and I'll go in, and we're not all that busy. But what's what's the future of the branch? Where, where and and
81
00:18:49.370 --> 00:18:51.570
Jack Hubbard: when you go into a client?
82
00:18:52.010 --> 00:18:58.389
Jack Hubbard: What are those folks who used to be very busy with customers, and maybe now aren't as busy?
83
00:18:58.900 --> 00:19:01.859
Jack Hubbard: What's what is? What are they doing? How do they spend their time.
84
00:19:03.216 --> 00:19:28.390
Lindsay Green: Well, I have never been one to think that the branch is dead, or that it's fully going away. I think that you know, for community banks, it just looks very different and or will in the near future. And and really you can just do so much more with less because of the technology. You know, you're talking about the hardware options. You know all the different things that you can utilize within the branch space allows you to
85
00:19:28.580 --> 00:19:50.050
Lindsay Green: have a more lean staffing model, and that's not to say to let employees go. And we're not big proponents of that. We want, you know, you obviously hired them for a reason and feel like they fit your culture. And you know there's there's an opportunity to support business development. You know growth ways that you can expand customer relationships. So you know, some
86
00:19:50.260 --> 00:20:03.599
Lindsay Green: bank branches when they're not really busy anymore, and they may be staffed up. There's an opportunity that they could become part of a customer retention, you know, group that's doing outbound calls. And you know, really focusing on
87
00:20:04.080 --> 00:20:25.549
Lindsay Green: serving your customers and identifying additional needs, other products or services that you can do. Some of our clients, you know, once they go through a full kind of conversion over to a universal banker model. Actually, then decide that they're going to focus on a new niche, and whether that be small business, or if that's you know we're going to start offering, you know.
88
00:20:26.242 --> 00:20:55.469
Lindsay Green: positive pay. And we want people to go out and call on our commercial customers and and really kind of explain the service to them. And so you can take your employees, who are just really great at growing relationships, and instead of always being in the branch. Maybe they don't need to be there except for peak traffic times. And so in the mornings and in the afternoons, or whatever your lobby, you know, traffic looks like they can actually be out calling on customers, taking the bank to them, you know, and and helping serve those new markets.
89
00:20:56.670 --> 00:20:57.385
Jack Hubbard: Yeah, and
90
00:20:58.270 --> 00:21:09.559
Jack Hubbard: Bankers will often say to me, Well, you know my branch manager was hired 30 years ago, and they're very good operationally, and they keep the branch clean. But they're not gonna go out and make sales calls.
91
00:21:09.560 --> 00:21:09.880
Lindsay Green: Right.
92
00:21:09.880 --> 00:21:16.500
Jack Hubbard: Well, somebody should be out in that market, and if it's a personal banker that has a lot of sales acumen, why not.
93
00:21:16.840 --> 00:21:17.970
Lindsay Green: Exactly.
94
00:21:18.417 --> 00:21:34.970
Jack Hubbard: So, speaking of the branch, you walk into the branch and you open new accounts, you developed a process that's very different different than I've ever seen. It's called Swarm. I don't think the letters mean anything.
95
00:21:34.970 --> 00:21:36.020
Lindsay Green: It's not an acronym.
96
00:21:36.020 --> 00:21:46.499
Jack Hubbard: Individually, except that you do swarm the customer when they come in, and I've experienced it. Talk about Swarm, how it got started and what it's all about.
97
00:21:47.000 --> 00:21:55.429
Lindsay Green: Oh, goodness, the you know the leadership at the bank really just saw a need to be more efficient. And really
98
00:21:56.250 --> 00:21:59.387
Lindsay Green: there was an imbalance in workload, you know.
99
00:21:59.890 --> 00:22:29.297
Lindsay Green: one day James would be walking through the lobby, and and he always, you know, would tell this story, and I mean? It's it's great, you know, because if he walked through the lobby, you know, our tellers are recounting their cash and making sure that you know the bills are all facing the right way, and things like that, because they wanted to look busy, you know. But there are people waiting open accounts, and you know they didn't have a lot that they needed to do, or vice versa. You know the opposite may happen, and it just. It was hard to staff, you know, when you had specialization.
100
00:22:30.080 --> 00:22:51.163
Lindsay Green: And they weren't. Everybody was cross trained. But if it's not what you are comfortable doing, and you don't do it every day, and you don't feel like, you know, you have the tools behind that to be successful. It's really tough to get somebody to just step out of their comfort zone and go over and open the account, you know. Come from behind the teller line and so there were a lot of nuances to it.
101
00:22:51.500 --> 00:23:02.410
Lindsay Green: And so he just, you know, identified that there was a need. And the leadership team, you know, did as well and just thought, okay, well, we want to do something different. How are we gonna do it? And so we.
102
00:23:02.650 --> 00:23:28.489
Lindsay Green: you know, saw a need for it, I guess, and and then tried to create a swarm is not an acronym. We get that a lot, especially when we're out talking. And you know people right kind of on the left side of their page, and they're waiting, you know, and it's like we have a lot of acronyms in our organization. But this is actually not one of them and so swarm is actually more kind of trying to untether the employee. As much as you know, technology and hardware allows you to
103
00:23:28.490 --> 00:23:40.919
Lindsay Green: to let them be flexible and mobile within the branch. And so, you know, if you've come in and you need to get a new debit card, make a deposit. And you know you want to talk about an Rv loan.
104
00:23:40.920 --> 00:23:59.789
Lindsay Green: Then, hopefully, you know, I can help you start to finish as we go through the process, you know. I'll take you over to the pod, and you know we can make a deposit. We can do withdrawal. You know, any of those types of transactions, you know, we try to keep them under 3Â min type transactions just because you don't want to stand for too long. Customers don't.
105
00:23:59.790 --> 00:24:12.490
Lindsay Green: But we have different, you know, functional areas within the branch. And so then we can take you over to a universal station, and you know I can open an account for you, or whatever that may be, but our goal is to try to be
106
00:24:12.610 --> 00:24:19.839
Lindsay Green: as much full service as we can be outside of a license requirement such as an insurance quote. We're gonna have to do a warm handoff at that point.
107
00:24:20.266 --> 00:24:40.600
Lindsay Green: But we really want to do start to finish for that customer, because what we found is we lose out on opportunities to expand relationships. If I had the 1st discussion with you when I'm making your deposit, and then I introduce you to Holly, and she opens your account, and you know when it kind of goes down. You know, and passing it along. And so we really want
108
00:24:40.950 --> 00:24:44.729
Lindsay Green: that experience to be, start to finish as much as possible.
109
00:24:45.440 --> 00:24:52.969
Jack Hubbard: Ed, and full disclosure. We have done a lot of work with extraco over the years around commercial banking.
110
00:24:52.970 --> 00:24:53.420
Jack Hubbard: Yeah.
111
00:24:53.420 --> 00:25:17.000
Jack Hubbard: So I was traveling around to the different locations with Alex Eichenberg, your Evp. Of human resources. And he said, Okay, now, I'm not gonna go in with you. But I want you to go in and say, you're gonna move to Waco, and you're gonna open a new account. And I did. And it was a phenomenal experience, young man. This is several years ago, young man, had an ipad.
112
00:25:17.120 --> 00:25:27.189
Jack Hubbard: I was swarmed within 10 seconds. How can we help you? And, and, by the way, there was a car in the branch, and I got to ask you about that
113
00:25:27.767 --> 00:25:46.680
Jack Hubbard: and so young man, comes out. Mr. Hubbard, I understand you're moving to Waco. Yes, how can I help you? And he asked me the most into his office with his ipad, asked me the most phenomenal questions, and at 1 point I finally had to say, Look, I'm I'm a big liar here, Alex.
114
00:25:46.680 --> 00:26:00.500
Jack Hubbard: and it was just an absolutely amazing experience from start to finish. You train your people well, you hire extremely well, and there was a car in the branch. Can you talk about the car and the branch.
115
00:26:01.126 --> 00:26:11.160
Lindsay Green: Yes, there can be a car or a sea do, or, you know, depends on what small business customer we're able to showcase. You know, when you have
116
00:26:11.400 --> 00:26:35.829
Lindsay Green: these existing lobbies and footprint, you know, as a community bank, and you rework your space, you you have opportunities to do things that can showcase. You know your your small business or commercial customers. Gosh! I mean at that branch that I'm I'm guessing you went to. I think that car has been sold actually out of the lobby, and they had to come and and do that. We try not to do that during business hours. So it's a little disruptive.
117
00:26:36.154 --> 00:26:53.669
Lindsay Green: But you know we we had one customer one time that was showcased in the branch that's just located behind my my building, and I loved it because it was custom made guitars, and so they were kind of showcasing their custom made guitars. So it's something nice for customers to see, and
118
00:26:54.030 --> 00:26:59.850
Lindsay Green: when they come into the lobby, and it also, you know, allows our our customers to showcase what they do.
119
00:27:00.980 --> 00:27:15.059
Jack Hubbard: Absolutely phenomenal. So where are you going now? Where give us? Give us a little bit of a schedule for Lindsey Green, starting in May of 2025 all the way through the fall. What do you got going.
120
00:27:15.340 --> 00:27:26.559
Lindsay Green: Oh, goodness, a lot of client trips booked right now, we've got some different user groups that we're gonna support. Specifically, Jack Henry has has kinda
121
00:27:27.133 --> 00:27:56.259
Lindsay Green: been that objective? I have graduate school of banking towards the end of the summer. And then we we kind of kick in a lot of conference season, and so we'll be out and about. Always attend the roundup. We support that one with a lot of you know, it's a huge predominance of bass and sponsor banks. So it's a lot of fun to get to hear what they're doing. We do all the videography for that one. And we'll be at, you know, different core conferences as well.
122
00:27:56.840 --> 00:28:26.229
Jack Hubbard: Great. Well, if I really recommend, if your organization is looking to branch reconfiguration, or technology, or hardware or retail trading, go visit, go see them. You know I tell the story that you know I've been doing this been traveling for 35 years, and my wife has gone on one trip with me, and when I, when she knew that I was going to Waco.
123
00:28:26.350 --> 00:28:48.469
Jack Hubbard: she said, I'm going, and you know the the silos are there. And but, most importantly, if you're a banker and you want the latest in what's going on in retail banking, you got to go see Lindsey Green, so how do they do that, Lindsay? What's the process of having a bank come down and visit.
124
00:28:49.585 --> 00:29:19.019
Lindsay Green: You know, there's no strict process. I I guess you know, we get phone calls, emails, web forms. It's really just reach out in some way. But you know, when when we have banks visit we really try to tailor their day, you know, because there's specific topics of interest to them. You know, we may be trying to figure out our data governance, or we may be trying to, you know, struggle with our our Vsa program. Or you know, there are different areas. And we want to talk about process improvement, or we're moving to universal bankers. So
125
00:29:19.020 --> 00:29:24.949
Lindsay Green: we really just try to hear what are some of the main pain points. And you know they're actually able to
126
00:29:24.950 --> 00:29:34.549
Lindsay Green: see a live working model. You know, we can go to different locations. They can see the frontline side of things. They can see the back office. Really, just depends on what they're looking for.
127
00:29:35.670 --> 00:29:39.690
Jack Hubbard: Well, if they are looking to come down and see you, how do they get a hold of you?
128
00:29:40.644 --> 00:29:49.760
Lindsay Green: Well, they can stop at our website extra Co consulting.com, or give us a call. Emails easy, too. So any of those.
129
00:29:50.290 --> 00:29:55.220
Jack Hubbard: L. Green at Extraco, consulting.com.
130
00:29:55.540 --> 00:30:00.169
Jack Hubbard: you know there are. And I say this to bankers every once in a while.
131
00:30:00.330 --> 00:30:20.509
Jack Hubbard: sometimes in life, and it's rare. You get an opportunity to actually build a business. I've had the chance to do a couple of those you did, too. You were kind of dragged into this thing and say, Oh, what do we? You know? And and back then you probably go. Well, what do we do? And how do we do? How do we do a tour? How do we do all this?
132
00:30:20.510 --> 00:30:31.860
Jack Hubbard: But you've you've organized it and formalized it in such a phenomenal way. You must be very proud of your team and all of the things that you've accomplished. Lindsay.
133
00:30:32.030 --> 00:30:53.869
Lindsay Green: I could not be more proud. But it is a team effort all the way we have the most exceptional team that I am just privileged to be a part of. And it's it's been a blessing to just get to see it grow, and it's also been a blessing to see you know our our clients, and get to work with so many community banks and and watch them thrive honestly.
134
00:30:54.480 --> 00:31:00.019
Jack Hubbard: And it's been a blessing to get to know you, Lindsey Green. Thanks so much for stopping by today. I appreciate it so much.
135
00:31:00.170 --> 00:31:01.190
Lindsay Green: My pleasure.
136
00:31:05.310 --> 00:31:07.289
Jack Hubbard: Okay, very good. Thank you.
137
00:31:07.530 --> 00:31:09.850
Jack Hubbard: Was outstanding. Is that okay for you?
138
00:31:09.850 --> 00:31:10.860
Lindsay Green: Yeah. Great.
139
00:31:11.040 --> 00:31:15.490
Jack Hubbard: So how how many banks are coming down to see you! How how busy are you.
140
00:31:15.915 --> 00:31:27.339
Lindsay Green: You know, it's it's funny. This last year we didn't have as many come to us. They wanted us going to them. I have no idea why? Because I think part of the beauty is getting to see it, you know, in action.
141
00:31:27.340 --> 00:31:27.880
Jack Hubbard: Yeah.
142
00:31:28.161 --> 00:31:44.488
Lindsay Green: But but I will say a lot of those were referrals from other banks. And then what's interesting is now we have a handful of clients that kind of have hosted their own Mini site visits. And they're like, Hey, well, you're in Massachusetts. Just kind of pop over, you know, and I'm like, Oh, I love that.
143
00:31:44.770 --> 00:31:45.210
Jack Hubbard: That's great!
144
00:31:45.500 --> 00:31:45.790
Lindsay Green: But.
145
00:31:45.790 --> 00:31:47.100
Jack Hubbard: To have advocates.
146
00:31:47.100 --> 00:31:50.860
Lindsay Green: Yes, it is absolutely. So that's been.
147
00:31:50.980 --> 00:31:52.580
Lindsay Green: That's been really rewarding.
148
00:31:52.580 --> 00:31:54.210
Jack Hubbard: Good. And how are you feeling.
149
00:31:55.120 --> 00:32:02.590
Lindsay Green: I am doing really well, I I really am. I appreciate you asking? Yeah, you know.
150
00:32:03.230 --> 00:32:07.819
Lindsay Green: Think I took the right advice? We did stuff right away, and
151
00:32:08.460 --> 00:32:10.790
Lindsay Green: I don't know. I think I'm finally feeling back to my normal.
152
00:32:10.930 --> 00:32:15.229
Jack Hubbard: Okay. Good. Did you get tired? I got tired. I got really.
153
00:32:15.230 --> 00:32:16.767
Lindsay Green: All the time.
154
00:32:17.430 --> 00:32:32.999
Lindsay Green: I mean just, you know, and and having 3 boys who are so active and and that just is draining in and of itself, when you're you feel normal, you know. So that was, that was a lot. But I will say, probably the past month.
155
00:32:33.180 --> 00:32:35.509
Lindsay Green: you know I kind of feel like myself again.
156
00:32:35.800 --> 00:32:48.330
Jack Hubbard: You know, it's really hard to get cancer anytime, but when you're older at least your responsibilities are less. You do have 3 active boys, and you're out with them and and plus
157
00:32:48.440 --> 00:32:55.259
Jack Hubbard: you gotta be on stage, and that had to be that had to be tough. I'm I'm glad you're I'm glad you're doing.
158
00:32:55.260 --> 00:32:57.434
Lindsay Green: Yes, I will say that.
159
00:32:57.970 --> 00:33:05.876
Lindsay Green: Holly and Melody and Amanda I mean my team. They just they don't skip a beat, you know, and and we all kind of know that we have our own
160
00:33:06.310 --> 00:33:11.920
Lindsay Green: times, you know that they've gone through stuff, and and we've all kind of picked up. And so it's
161
00:33:12.200 --> 00:33:13.699
Lindsay Green: I don't know it's been.
162
00:33:15.400 --> 00:33:21.319
Lindsay Green: It's been very rewarding also, as you go through things, and you know that you have people around that just jump right in.
163
00:33:21.320 --> 00:33:22.470
Jack Hubbard: Yeah, for sure.
164
00:33:22.580 --> 00:33:27.990
Jack Hubbard: Well, I appreciate this time. Your show is on April 16.th
165
00:33:27.990 --> 00:33:28.490
Lindsay Green: Okay.
166
00:33:28.878 --> 00:33:36.640
Jack Hubbard: You'll get something from a woman named Bricks Brix. We do a lot of work with folks in the Philippines.
167
00:33:37.120 --> 00:33:37.520
Jack Hubbard: Nice.
168
00:33:37.520 --> 00:33:58.190
Jack Hubbard: She will be sending you a an email with some links to it. You're welcome to market it any way you want. If you want this entire program to reside in your website. That's fine. Whatever you decide you want to do, that's perfect. But it's on the 16, th at 11 o'clock, central time. And over
169
00:33:58.190 --> 00:34:19.370
Jack Hubbard: I typically start Saturday and Sunday. What I'm going to do now is I'll go back and watch. And and I'm going to put together some video shorts. And I put those out Saturday, Sunday, Monday, and you're welcome to invite anybody you want, and look forward to look forward to seeing the recording. But thanks so much for your time.
170
00:34:19.650 --> 00:34:21.790
Lindsay Green: Of course, I hope you have a great rest of the day, Jay.
171
00:34:21.790 --> 00:34:23.550
Jack Hubbard: Thanks, Lindsey, I appreciate it. See ya.
172
00:34:23.920 --> 00:34:24.760
Lindsay Green: Bye.