Pub. 12 2021 Issue 2 4 West Virginia Banker 32 CONTENTS The West Virginia Banker magazine was recognized with an Award of Distinction in the Overall Design Category. The Communicator Awards are the leading international creative awards program honoring creative excellence for communication professionals. Founded over two decades ago, The Communicator Awards are an annual competition honoring the best in advertising, corporate communications, public relations and identity work for print, video, interactive and audio. The 24th Annual Communicator Awards received over 6,000 entries from top ad agencies, interactive agencies, production firms, in-house creative professionals, graphic designers, design firms, and public relations firms around the world. ©2021 The West Virginia Bankers Association | The newsLINK Group, LLC. All rights reserved. West Virginia Banker is published four times each year by The newsLINK Group, LLC for the West Virginia Bankers Association and is the official publication for this association. The information contained in this publication is intended to provide general information for review, consideration and education. The contents do not constitute legal advice and should not be relied on as such. If you need legal advice or assistance, it is strongly recommended that you contact an attorney as to your circumstances. The statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent the views of the West Virginia Bankers Association, its board of directors, or the publisher. Likewise, the appearance of advertisements within this publication does not constitute an endorsement or recommendation of any product or service advertised. West Virginia Banker is a collective work, and as such, some articles are submitted by authors who are independent of the West Virginia Bankers Association. While West Virginia Banker encourages a first-print policy, in cases where this is not possible, every effort has been made to comply with any known reprint guidelines or restrictions. Content may not be reproduced or reprinted without prior written permission. For further information, please contact the publisher at 855.747.4003. 30 5 A Message From the Chief Executive: Moving Forward By Sally Cline 6 community CORNER 8 Banks: The Path to Service Quality and Managing Costs for the Future By Bryan T. Di Lella, ICI Consulting 10 Three Ways the Legislature Has Redefined Consumer Litigation in West Virginia By Nicholas P. Mooney II, Spilman Thomas and Battle 14 3 Tips for Bank Leaders in Today’s Environment By Steve Kinner, IntraFi Network 18 The Loyalty Factor: Translating Relationships into Non-Interest Income By Achim Griesel and Sean Payant, Haberfeld 22 CRBs and HRBs and MRBs, Oh My: Navigating the Intricacies of Cannabis Banking By Gwyneth LoCascio, Arnett Carbis Toothman, LLP 26 Five Pillars Supporting Community Bank Independence By Mark Mangano, Jackson Kelly PLLC 28 Good Things Come to Those Who Wait: Interagency Proposed Flood Q&As By Elizabeth K. Madlem, Compliance Alliance 30 Is Opportunity Cost Hurting Our Bottom Line? By Greg Tomaszewicz, The Baker Group 32 WVCCPA Finds Its Equilibrium By David E. Chaney and Peter J. Raupp, Steptoe & Johnson PLLC 34 2021 Calendar of Events