Pinnacle and Chase are different banks, but their Chattanooga executives see at least one aspect of banking the same way.
“We are a work-at-the-office company,” says Michael Mathis, Pinnacle Bank’s president in Chattanooga. They need to have everyone in the office all the time.
“What makes Pinnacle so special is our work environment,” he says. “We hire experienced people, bring them in and let them do their thing. The relationships they build with each other are so critical.
“Our focus is exciting our associates. When that happens, you get great client experience and engagement.”
Mark Cassara, market director in Chattanooga for Chase Banking, writes that JPMorgan Chase’s recent full-time return to the office “highlights the value of face-to-face interactions, fostering innovation and collaboration.”
Chase’s branch employees have always been in-person, “providing essential services and maintaining strong customer connections,” he adds. “In-office work enhances communication and builds stronger relationships. The energy and synergy of working together in person contribute significantly to delivering exceptional service and driving business forward.”
Michael Mathis, Market President/Pinnacle Bank
How is technology transforming your industry right now?
The customer experience. (Technology) makes it a lot easier to do business. It comes in the way of convenience – you can bank anywhere, so branches are on the decline. Pinnacle’s a great example — we’re No. 2 in market share in Chattanooga and No. 1 in Cleveland — with a total of four full-service offices.
A lot of banks are using predictive modeling to help inexperienced bankers suggest the right products and come up with the right products and services. For us, people have to continue to be a key part of the process. So combining really competitive technology with outstanding, experienced bankers to help clients is the primary reason we’re ranked No. 1 in markets we serve for outstanding digital experience.
What is the biggest challenge your industry faces in the year ahead?
There’s definitely more than one. Uncertainty is difficult in the financial sector, and right now we’re dealing with uncertainty stemming from tariffs. Customers who do business overseas are trying to determine how that might affect them. We’ve got a lot of clients trying to make long-term capital decisions with uncertainty from the standpoint of tariffs, and that leads to interest-rate volatility. Our margin is important to us, and not knowing that the (Federal Reserve) is going to do is a challenge.
What kinds of skills will workers in your industry need? Will a college degree still matter?
Banking doesn’t require a specific degree — accounting, finance, and economics are going to help you build a base of knowledge to help you in your career. But a college degree is very important. To me, college in general is a great place to learn critical thinking,…
Read More: Chattanooga 2025 Playbook: Banking & Finance
