If you're leading a growing bank or credit union, your plate is likely full: balancing digital expectations, navigating compliance, supporting staff, and still trying to deliver the best possible customer or member experience.
But let me ask you this: What decision will you wish you'd made five years from now? Over the past few weeks, I’ve connected with banking leaders across Texas and the surrounding region. One theme came up again and again:
“Our systems don't communicate.”
This isn’t just a headache — it’s a strategic liability. Too many financial institutions are operating in silos, especially across lending, onboarding, and account opening. It’s not unusual to see separate systems for wealth, commercial, treasury, and retail — even within the same institution.
Here’s a simple, real-world example: A customer walks in to open a retail checking account. The process goes smoothly enough. Later, they want to open a wealth account. But instead of building on the information already collected, the banker refers them to the Wealth Management team — who then asks them to start over, re-running KYC checks and recollecting all their data. That’s not just a poor experience. It’s a redundant, risky process that undermines the very idea of "knowing your customer." And the kicker? It’s entirely avoidable.
Why It Matters More Than Ever
For many banks and credit unions, strategic growth hinges on delivering better experiences — both internally and externally. That starts with a single view of the customer: a unified profile that cuts across business lines, supports compliance, and powers personalized service.
Yet I’ve seen institutions where it takes 45+ minutes to open a single account — or even days for SMB or commercial onboarding. In some cases, that’s a customer’s first experience. In others, it’s the moment they’re ready to deepen the relationship… only to be met with friction. What happens next? The customer drops off—and turns to a competing bank or fintech in search of a better experience. As The Financial Brand recently reported, fintechs are capturing more bank customers, largely due to their fast, seamless account opening processes.
Where to Start (Even If It Feels Impossible)
If you’re unsure where to begin, you’re not alone. Many institutions are now adding Chief Strategy Officers or similar roles. That’s not just a trend — it’s a signal.
Many banks are learning the hard way: chasing fires or high-revenue distractions isn’t a strategy. Real strategy creates clarity, aligns priorities, and prepares you for challenges before they hit.
If you're in a leadership role, ask yourself:
- Are we solving today’s problems at the expense of tomorrow’s opportunities?
- What will break if we see significant growth in the next 12 months?
- Are we making decisions based on insight — or just instinct and urgency?
What High-Performing Financial Institutions Are Doing Now
Forward-thinking banks and credit unions aren’t stacking vendors to fill gaps. They’re consolidating and forming strategic partnerships. They’re examining the full customer and employee journey — not just one workflow or department at a time.
This is where Vikar helps banks turn complexity into clarity — and strategic direction.
Vikar isn’t just a commercial lending or account opening vendor — we don’t fit into a single box, and that’s by design. We tackle the deep, systemic issues that have challenged banks for years — not just the obvious pain points, but the ones leaders assumed were unsolvable.
Our clients often say they wish they’d found us years earlier. That’s because we’re not just patching holes — we’re helping them rethink the foundation: improving compliance, boosting efficiency, and elevating both employee and customer experiences across the board.
Final Thought
So back to the question: What decision will you wish you made? Or better yet — what decision do you wish you'd made five years ago? Odds are, it wasn’t something radical. It may have been something that crossed your desk… but didn’t get prioritized. Or it got delayed because of budget, competing goals, or internal bandwidth.
Now, the effects are showing up — slowly creeping challenges that feel harder to unwind. If you’re in a leadership position, now’s the time to make the strategic shift. Consolidate what matters. Fix the internal systems your employees quietly struggle with. Make the decisions today that your future bank — your team, your customers, and even you — will thank you for.
Ryan Taphouse is an experienced fintech professional with a strong background in supporting financial institutions through innovative technology and software solutions. He currently leads sales for the southern U.S. at Vikar, helping banks and credit unions implement forward-thinking initiatives that drive measurable results and enhance the customer experience. With a focus on strategic growth and digital transformation, Ryan is dedicated to helping institutions remain agile and competitive in an evolving financial landscape.
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