Dr. Miquel Velazquez doesn't have a lot of bandwidth to manage the flow of money in and out of his medical practice.
"I have a staff of one plus myself, so I can't put a lot on her plate in terms of figuring out our business needs," said Velazquez, a doctor in Westbrook, Maine, who provides muscular treatments out of a single office. "I have to handle whatever comes up that needs attention."
While Velazquez might seem like the prime target for a digital payments startup that promises a wide range of services through the web, he instead went with a local institution, Bangor Savings Bank, where he talks to a small-business expert about his practice's financial needs.
"I'm not looking for digital tech as much as I'm looking for responsiveness," Velazquez said.
It's not as easy for community banks to reach small-business owners like Velazquez as in the past.
Community banks are fighting back, offering a mix of new digital offerings and traditional local expertise. To counter the fintech encroachment, Bangor has dispatched small-business specialists in its footprint to act as consultants and has introduced an incentive marketing program for local businesses.
Bangor Savings has about 100 employees in its commercial lending division, and it places 15 people in the field on a daily basis to meet with businesses. The $6.8 billion-asset bank has 65 branches and five business office and loan production buildings across New Hampshire, Massachusetts and Maine.
"A small business needs a good accountant, a good attorney and a good banker. You need to be one of those three partners to compete to keep small businesses," said Bob Montgomery-Rice, president and CEO of Bangor Savings, which covers Maine and parts of New Hampshire. "Even before you start your business, you need these people. As a bank, you want to be able to see and serve them in all phases of their business."
The bank just took a business banking program called "Buoy Local" out of beta testing.
The program is meant to encourage shopping at local businesses. Consumers use an app to fund Buoy Local purchases with any debit or credit card, then receive offers, track and redeem reward points. The app also helps consumers locate local sellers, which aren't necessarily the bank's customers, based on a particular product the consumer may want or based on a marketing incentive. The bank hopes Buoy Local will cement its position as a go-to lender for the many businesses operating in its footprint, with some early successes such as the bank's ability to connect with Velazquez.
The concept of the local banker personally connecting with mom-and-pop stores to battle well-funded competition seems rooted in a pre-internet era, but there are signs that small businesses still value hands-on experience.
Community banks can reduce the risk of disintermediation by offering access to some technology, such as digital payments, via partnerships with fintechs, while maintaining personal connections by demonstrating knowledge of the local community, according to the research from
These connections help the community bank understand the types of transactions and services that are required, making the community bank the enrolling institution. By enrolling business, the bank is better positioned to offer other services that may come from partners while maintaining control of the overall relationship.
Additionally, small businesses gave fintechs
Fintechs "can be convenient for some businesses. But in a lot of cases it's not the best solution for small business," and not all businesses are technology-forward, even as digital commerce advances, Montgomery-Rice said. That places the bank in position to help businesses respond to technology trends while maintaining an in-person touch. "Neighborhood businesses need more personalized help," he said.
The pandemic has created unforeseen challenges for small businesses, including compliance with health regulations such as
One recent challenge for Velazquez was installing software to manage payroll digitally, a project that became burdensome as the doctor struggled to get help setting it up.
"Part of the confusion is I'm waiting to hear from someone who could install the payroll solution," said Velazquez, adding a rep from Bangor Savings who specializes in serving small businesses walked him through the installation.
Velazquez also needs someone who understands that his business doesn't have the background of a larger company that would attract a larger bank for a loan. "A small medical practice doesn't necessarily have the collateral, so the lender has to go with knowledge and expertise of the person who's running the business," Velazquez said.
Where there's a need
Small businesses have suffered during the pandemic, and their financial challenges will persist for months or years to come.
The Federal Reserve banks'
But there is room for improvement. In general, bank lending to small businesses has mostly expanded slower than other sectors since the 2008 financial crisis, reports
Half of small businesses also report obtaining financing takes too long, according to the financial data company
Overall balances on small-business commercial and industrial loans declined by 13% in the second quarter of 2021 compared with the second quarter of 2020, according to the Federal Reserve Bank of Kansas City. The number of small-business C&I loans fell by more than 81% during the same span.
The
Staying nimble
Larger banks are also targeting this market.
Like Bangor Savings, JPMorgan is trying to serve small businesses' needs beyond basic banking. In an
While JPMorgan has scale, there are benefits to being a smaller bank, according to John Tonjes, president of small-business lending at MVB Bank in Morgantown, West Virginia. The $3.8 billion-asset lender is relatively new to small-business banking but has gained early traction.
"Because we're small, we can customize. Everything is malleable," Tonjes said.
MVB, which has 13 branches covering West Virginia, Virginia and the Washington, D.C., area, formed a 14-person team to focus on small-business banking about two years ago. It originated about $80 million of loans in its first year and is on pace to pass $200 million in 2021.
The team specializes in health care lending, though it also serves restaurants and other small businesses and offers Small Business Administration loans.
Tonjes was recruited to build MVB's small-business banking program, and many members of his team have worked with him at other banks — often for up to 20 years. During that time, he said he and his team have developed skills to learn the borrower's personal story, more than just the financial need.
"The story is the most important part of the equation, whether they need a loan or assistance," Tonjes said. "You have to be in a position to know their story and have them be comfortable with you."
The bank recently
"Part of what we do here is research what these changes in business or business needs are going to be and how that creates demand for new products," Tonjes said.
For example, Tonjes's team noticed an increase in demand for home health care services as people looked to avoid assisted-living facilities during the pandemic. That has led to a
"We focus on stuff like document automation, making processing easier," Tonjes said. The bank adds merchant services technology in line with its research to ensure it's not falling behind the speed that fintechs offer, he added. "We want to be careful with that. We want people to know we're not just using digital onboarding for credit scoring."
To spot the needs a larger technology firm may miss, MVB assigns relationship managers to its small-business clients.
The challenges that crop up for businesses may not be directly related to banking, but often require a financial solution. Many of the bank's clients are small enough to have one one or two employees. If one of those employees handles the business' books, that could result in that business missing payments or having other liquidity issues. Often, a very small business doesn't know who to contact with that problem, Tonjes said.
"At a larger financial services or fintech company that merchant's story may never get heard," Tonjes said.
Community banks can also compete for small-business banking while ceding payment technology to fintechs.
Atreyu Running Co., for example, uses Shopify and Square to support e-commerce and digital payments, but does its primary banking with Keystone Bank, a $480 million-asset bank, which like Atreyu is based in Austin, Texas.
"In comparison to the big players in the industry, we're quite small, but we're big enough to provide jobs to five employees in Austin," said Michael Krajicek, founder of Atreyu. "Keystone's a tight-knit group of people who have always been interested in the Atreyu journey."
Krajicek founded the company during the pandemic. It had to ramp up quickly to accommodate people who wanted shoes to jog but could not go to an athletic apparel store in person.
"At any point in time I can pick up the phone, ask questions and talk to Keystone," Krajicek said.
That's been helpful in learning about the different financial services that are available for startups, Krajicek said. The company has a credit line to manage sudden changes in inventory in anticipation of a spike in demand.
"I sometimes think to myself, what is the proper way to leverage this line of credit or loan," Krajicek said. "How can we make the most of this relationship with the bank and what is the higher possibility of fueling growth for my company?"
The fintech threat
Many large fintechs — including PayPal, Square and Stripe — offer capital to merchants, a practice that has attracted
Square Capital, which uses a small-business client's past payment flows to inform lending decisions, has grown quickly. Quarterly volume jumped from around $100 million in the first quarter of 2015 to around $900 million in the first quarter of 2021, according to
Clearco, another digital lender that focuses on small businesses, projects it will end up lending $1.5 billion during 2021, which would nearly triple its 2019 total, according to
Stripe, for example, has a
Where a firm like Stripe can compete is in providing speed and ease of deployment, according to Yunong Xiao, head of engineering for online databases at Stripe, which recently expanded four of its products — Stripe Tax, pre-authorized debits, faster payouts and a new reader for Stripe Terminal — to Canada.
Stripe also recently agreed to acquire Bangalore-based Recko to automate payment reconciliation for small businesses, part of a series of investments Stripe has made over the past year to build a suite of back-office services for businesses as an alternative to banks. It also became a preferred partner of the Swedish installment lender
"Getting set up for payments is a pain point for businesses," and the ability to access different types of businesses from a centralized location quickly is the key to responding to an unexpected crisis or challenge, Xiao said. "We provide a means for business to get set up without having to write code and bridge online and offline environments."
"These fintechs have stepped up and provide more insight than banks have," said Ian Benton, a senior analyst at Javelin Strategy & Research. "That's why the fintechs have made gains."
The differentiator between community banks and fintechs is the banks can put a face behind the technology to help answer questions such as these, Keystone CEO Jeff Wilkinson said.
"There's unbelievable payments technology out there in the fintech space. We recognize that," said Wilkinson, who founded the bank in 2018. "But it's wonderful until it's not."
While Keystone has partnered with technology companies to offer digital banking and payments to the tech-savvy Austin market, Wilkinson contends that banks' expertise in regulation and compliance better positions them to work with merchants.
Even for a new bank, a legacy of banking as a heavily regulated industry creates an expectation of personal service or guidance, according to Wilkinson.
"People have been writing off community banks for years," Wilkinson said. "But the more fintechs that are out there, the more there will need to be community banks for when things go bump in the night."