SAN DIEGO-It's no surprise where Harland Financial Solutions's clients are looking for guidance. "With the recovery still slow, our clients are looking for assistance in several areas, especially generating more and more profitable loans," said Sam Kilmer, VP-market development. "Other focuses include segmentation and share of wallet.

"Meanwhile, said Kilmer, Harland is focused on six topic areas: compliance, mobility, payments, advisory banking, scalable efficiency and "smart sourcing."

Compliance is a "major topic," he said, due to the ever-growing requirements FIs face.

"Technology matters, as many institutions are moving toward enterprise risk. Fraud is a related issue," he added.

The concept of "mobility" includes mobile banking and capture, plus mobile account opening, employee-assistance in branch with tablets, and self-service banking. The next trend? He said consumers want P2P (person-to-person) transfers and mobile banking capabilities at all FIs.

The payments space is huge, Kilmer said, because "beyond the value of payments there is a consideration for new revenue opportunities, in turn creating higher loyalty.

"Advisory banking and personal relationships are not new, Kilmer noted, but what is new is a combination of process changes and technology. He said the goal is to bring all channels together to promote a consistent experience.

While cost control and survival were the overall focus for FIs in 2009-10, Kilmer said scalable efficiency is getting much more attention.

"Banks and credit unions are now looking beyond cost control to review of workflows. This involves people, processes and technology. One thing we are seeing more and more is near paperless lending.

"Smart sourcing, he explained, includes shared services, single sourcing, technology outsourcing, business process outsourcing. In some cases compliance issues can be handled by software, he noted.

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