FBF Magazine Issue # 7 by FloridaBankingForum

FERNANDO CAPABLANCA

CHAIRMAN

IGLESIAS

FBF FBF

magazine magazine

PUBLISHER

NORMAN ISAZA

EDITOR - IN - CHIEF

CARLOS JARA

CONTENT DIRECTOR

YESENIA MORENO

MANAGING EDITOR

ISABELLA MENDES

EVENT DIRECTOR

NICOLE ISAZA

CONTRIBUTING WRITERS

MELANIE ISAZA

ORLANDO DIAZ

NORMAN ISAZA

PHOTOGRAPHER

EDUARDO MENDEZ

JULY / AUGUST 2025 ISSUE 07

OUR CONTRIBUTORS

ORLANDO A DIAZ

President of Metro Fund Inc in Miami, Florida, a leading private capital provider in South Florida.

President of the Florida Association of Mortgage Professionals

DR. CLAUDIA URIBE

Director @ Miami-Dade County Fair | Mental Health Therapist | Professor at University of Miami

LISSETTE REYES

Contributing Writer

DIGITAL CONTENT COORDINATORS

CAROLINA IGLESIAS

JORDAN KETTINGER

MICHAEL GIRON

Letter from our President & CEO

Dear Colleagues, Partners, and Friends,

As always, we are excited to bring you the latest insights from the Florida Banking Forum and share how we continue to evolve and grow to meet the needs of our vibrant community.

In this edition, I want to highlight an exciting development: our planned expansion into the Florida Keys This move not only represents an important business opportunity for the Florida Banking Forum but also serves as a key step in our ongoing commitment to building stronger, more meaningful connections with the communities we serve

As we venture into this beautiful and thriving region, one of our key priorities is deepening our engagement with the local chambers of commerce These organizations play an essential role in supporting the Keys' small businesses and advocating for the region’s economic growth By aligning with these chambers, we can connect with local business owners, community leaders, and key stakeholders, allowing us to better understand and address the specific financial needs of the Keys' residents and businesses.

The Florida Keys represent a unique market with dynamic opportunities for both personal and business banking Expanding our network in this region enables us to offer tailored financial solutions to help small businesses grow, create jobs, and continue to drive the local economy forward Additionally, by working alongside local chambers, we can actively participate in initiatives that promote financial literacy, economic development, and community prosperity

Through these connections, we aim to contribute not just as a financial institution, but as a partner invested in the success of the Florida Keys Whether it's through attending chamber events, sponsoring local initiatives, or hosting workshops to help businesses thrive, we are committed to making a meaningful impact

We believe that this expansion is more than just a strategic business decision; it is a reflection of our dedication to fostering collaborative relationships and ensuring the long-term economic success of the region Together with the local business community, we can shape a future of growth and opportunity in the Florida Keys

Thank you for your continued support, and we look forward to keeping you updated on this exciting chapter in our journey

FBF FBF

THE PERFECT PLACE TO EXCHANGE IDEAS

Was there ever a Federal Reserve office in Cuba, and what was its function, and why was it established?

At one point in the early to mid-20th century, Havana was home to representative offices of the Federal Reserve Bank of Boston and the Federal Reserve Bank of Atlanta, a highly unusual arrangement and possibly the only instance in U S history where Federal Reserve offices operated abroad. These were not branches in the modern sense of central banking but instead served supervisory and informational roles Their presence reflected the enormous scale of American banking activity on the island, particularly from Citibank, Chase, and the Bank of Boston, which maintained such extensive operations that the Federal Reserve deemed it necessary to have a physical presence to monitor and report on developments The scale was remarkable At one point, Citibank had 85 percent of its capital tied up in Cuba, much of it financing the sugar industry that sustained the island’s economy

“To give a sense of scale, Citibank at one point had 85% of its capital tied up in Cuba, primarily in financing the sugar industry, which was the backbone of the island's economy.”

F

ernando Capablanca FernandoCapablanca

Chairman Emeritus & Director of Cuban Banking Study Group, INC ChairmanEmeritus& DirectorofCubanBanking StudyGroup,INC

The Havana branch of Citibank was even larger than its London branch, underscoring the central role Cuba played for U S financial institutions For decades, the dominance of American and Canadian banks was so overwhelming that there appeared to be little need for a central bank in Cuba In practice, these foreign banks operated as de facto central banks, extending credit, acting as lenders of last resort, and providing financial stability. That began to change in 1950, when President Carlos Prío Socarrás established the National Bank of Cuba, marking the country’s first true central banking system With its creation, Cuba’s financial sector started to diversify, and local and provincial banks gradually took on a more prominent role in shaping the island’s economy.

“By 1950, under President Carlos Currier, Cuba's banking landscape transformed, the National Bank of Cuba began operating as the central bank, and both national and provincial banks flourished With the Bank of Boston’s largest foreign branch in Havana, the Federal Reserve Bank of Boston played a key role, underscoring Cuba's vital link to U.S. financial systems ”

-Capablanca

How can community banks better serve the diverse and growing population of South Florida?

Casablanca noted that community banks already play an important role in the region but argued that they could be doing far more Too often, he said, residents turn to large, out-of-town institutions such as Bank of America or Wells Fargo simply because those banks operate a nearby branch Proximity, he pointed out, does not make a bank local A true community bank, he explained, is rooted in the area and understands its people, culture and economy in ways national institutions cannot

Drawing on his experience with both large and community banks, Casablanca observed that most day-to-day financial needs, whether checking, savings or small business lending, do not require a multinational institution In his view, nearly everything customers rely on a bank for can be done just as well, if not better, by a community bank With mobile apps and digital platforms now widely available, accessibility is no longer the hurdle it once was Community banks, he argued, are better positioned to support local growth, foster relationships and serve South Florida’s diverse population. What they lack, he said, is visibility and engagement He urged more residents to consider banking locally, calling it a choice that strengthens both the customer and the community

Can you share a proud moment or a story that stands out during your time leading a Miami-based community bank?

One moment that stood out in Casablanca’s career came during his time at UCB, when he made sustainability and ESG principles central to the bank’s mission Long before the concepts became widely discussed in the industry, UCB positioned itself as a leader by becoming the first and only bank in Miami, and one of just 10 in the country, to sign the United Nations Principles for Responsible Banking. The milestone drew significant attention. Representatives from the United Nations offices in Geneva and New York traveled to Miami for the signing, and the Mayor of Miami attended the ceremony. The achievement was notable enough to land on the front page of American Banker the following day

For Casablanca, the most meaningful recognition came in a personal email and phone call from John Walsh, the Acting Comptroller of the Currency, who reached out from Washington to commend the bank for taking the lead on ESG and building a sustainable banking model He described it as a proud moment because it reflected a vision he had held for years, rooted in the belief that responsible, community-focused banking should come before industry trends Even as ESG has become a complicated and contested term in recent years, he continues to stand firmly behind the core principles of sustainability and accountability in banking

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fforum orum At the Atthe

You were raised in Miami with roots in Venezuela. How has your cultural background shaped your leadership style and the way you build relationships in the financial industry?

Growing up in Miami with Venezuelan roots has deeply influenced my leadership style My upbringing grounded in sacrifice and a drive to improve life for the next generation instilled in me a powerful soft skill: leadership. I firmly believe that leadership is innate something you are born with In the financial industry, which is ultimately a people business, relationships and trust are at the core By earning trust and deli valued partners That tr carried through our repu

Can you share a bit abo becoming Chief Lendin Finance Bank? What ex had the biggest impact

Every journey starts wit

For me, it was mentors a initial opportunity But o you your vision, drive, a far you go. From an early banking I quickly reali leadership would requir year after year a goa Maintaining a role is har a challenge that never e where the real work lies.

How do you define effective mentorship, and who were some of the mentors who helped shape your professional path?

Effective mentorship is about paying it forward and selflessly investing in others The leaders who understand the value of mentoring are the ones who build strong institutions I’ve had the privilege of working with some of the most iconic banking leaders in South Florida, and I’m truly grateful for the time and guidance they offered me Their mentorship shaped not only my career, but also my aspirations I

"I look forward to elevating our lending department to the next level and, through our work, helping businesses and individuals in Miami flourish. When our clients thrive, the entire community benefits." Miguel Boscan -

As a mentor yourself, how do you guide rising professionals in banking to grow not only as experts in finance but as leaders in their communities?

I consider it a true privilege to pay forward the guidance I’ve received I do my best to invest in those I mentor, always mindful that my own journey was shaped by the generosity and wisdom of others My goal is to help individuals recognize their unique strengths and support them as they develop, both professionally and personally I encourage a broader sense of responsibility reminding them that leadership means not just excelling at work, but also serving and uplifting our communities I’m continually inspired by the dedication and potential of the people I work with, and I’m sincerely grateful for the opportunity to contribute to their growth

Culture plays a huge role in team performance, how would you describe the culture at International Finance Bank, and how do you actively help foster that environment?

Culture is at the heart of everything we do at IFB We believe that when people work together, support one another, and share a commitment to excellence, there is no limit to what a team can accomplish At IFB, we foster an environment where collaboration and collective effort are valued above all no one succeeds alone Hard work is celebrated not only in results, but in the journey of learning and improving side by side. We encourage open dialogue, honesty, and mutual respect, recognizing that every challenge is an opportunity to grow stronger as a team Our focus is on building each other up, ensuring that as we strive toward our goals, we are always moving forward together That shared sense of purpose and determination defines our culture and drives our success

What are some core values that define International Finance Bank’s culture, and how do you ensure those values show up in the dayto-day experience of employees and clients?

At IFB, our core values Exemplariness, Closeness, Decisiveness, and Soundness are more than guiding words; they are the foundation of our culture and the standard we hold ourselves to every day They shape how we serve our customers, support our employees, strengthen our community, and create value for our shareholders. We work to ensure these values are embedded into daily life at the bank whether it’s a branch team going the extra mile for a client, a leader making a thoughtful decision, or teams collaborating to solve challenges By living these principles consistently, we create an environment where employees feel empowered, clients feel valued, and our community feels our commitment

How does IFB encourage a sense of belonging and purpose within its team, especially in a diverse city like Miami?

We foster belonging through opportunity and openness It begins with our ownership, board, and leadership team people who have created a sense of family within the bank. Our open-door policy, crossdepartment communication, and shared mission all contribute to a strong sense of purpose At IFB, we believe a conversation can go a long way, and we make it a priority to truly get to know one another

Can you share examples of how IFB gets involved in the local community whether through partnerships, volunteer work, or support for small businesses?

As part of our ongoing commitment to the community we serve, International Finance Bank is proud to support a variety of Miami’s non-profit organizations We believe good stewardship goes beyond corporate sponsorship it must truly touch the lives of our community. Our bankers are actively involved in local organizations, charities, and boards, giving their time, expertise, and resources to causes that matter Through corporate volunteer programs and partnerships with local organizations, we align with the United Nations’ Sustainable Development Goals, focusing on education, employability, and the responsible use of resources. By extending volunteer opportunities to all associates, we cultivate a culture of giving back where community service is not just encouraged it’s embedded in our daily operations This hands-on involvement helps us better understand and serve our community, ensuring our efforts make a lasting and meaningful impact.

Why is community engagement such an integral part of IFB’s identity, and how does it influence how the bank does business?

Community is central to our mission Without the support of our “home team” our local community we cannot grow or succeed Through community engagement, we empower young leaders and promote financial literacy, ultimately fueling opportunity and continuity This involvement keeps us grounded, connected, and aware of the real needs around us

What does a successful culture of service and community look like to you, and how do you see IFB continuing to lead by example in that space?

A strong community banking culture fills vital gaps especially for small businesses and underserved communities At IFB, we pride ourselves on delivering concierge service tailored to both individuals and businesses Empowering employees and ensuring their engagement is essential, and we continuously adapt based on customer feedback to better meet our community’s needs This mindset of continuous improvement keeps us aligned with our mission and allows us to lead by example.

LEADERS INDUSTRY LEADERS

ANA ESQUEA

SVP, Human Resources Director at Pacific National Bank

With more than 14 years of progressive experience in human resources, Ana serves as Senior Vice President and Human Resources Director at Pacific National Bank She leads the strategic direction of all HR functions, with expertise in talent acquisition, organizational development, and employee engagement Ana is deeply committed to cultivating a workplace culture where employees feel valued, respected, and inspired to deliver exceptional service to customers Known for her employee-focused leadership style, she has been instrumental in aligning HR practices with PNB’s mission, resulting in stronger employee satisfaction, retention, and organizational performance

DARWIN ESPINOSA

Vice President, Head of Human Resources Darwin Espinosa is a proactive, results-oriented, and experienced human resources professional with a seasoned background in all facets of HR, who currently serves as Vice President, Head of Human Resources at Helm Bank USA

at Helm Bank

Over the past 15 years, Darwin has gained valuable experience in all the HR disciplines from both public and private companies He possesses strong interpersonal and bilingual communication skills with solid hands-on experience in business process reengineering, strategic workforce planning, change management, contract management, costbenefit analysis, compensation, and communications

VIVIANT LEGRA

Senior Talent Acquisition Specialist at Amerant Bank

With over 20 years of progressive Human Resources experience in the banking industry, Viviant Legra, SHRM-CP, has built her career as a strategic partner and trusted advisor to leadership Currently serving as Vice President, Senior Talent Acquisition Specialist at Amerant Bank, she leads recruitment strategies that connect top talent with opportunities fostering individual success and organizational growth Her career includes roles as HR Business Partner and HR Manager, giving her broad expertise in talent acquisition, employee relations, benefits, payroll, and compliance Holding a Bachelor of Applied Science in Supervision and Management, Viviant’s approach is rooted in the belief that organizations excel when they invest in their people, a philosophy she applies daily at Amerant Bank, where team members are valued, supported, and encouraged to grow

IMPACT ON REAL ESTATE

July’s U.S. jobs report delivered a wake-up call for banking, finance, mortgage, and real estate sectors.

The economy added just 73,000 jobs, far short of expectations, and May and June were revised downward by a staggering 258,000 jobs combined. The unemployment rate edged up to 4.2%, and average monthly job creation over the past three months has dropped to around 35,000, signaling a clear slowdown.

For industries tied closely to credit markets, lending pipelines, and consumer confidence, these figures are more than statistics, they are operational realities that affect hiring and growth plans.

IMPACT ON BANKING & FINANCE

Hiring freezes and reduced analyst recruitment dominate, with large investment banks scaling back cohort sizes amid lower deal flow and increased use of AI-driven analytics.

A shift toward niche skill sets is underway: risk management, compliance, and restructuring roles see higher demand than front-office dealmaking.

Budgets are redirected from aggressive growth hires to productivity enhancements and automation investments.

IMPACT ON MORTGAGE

Loan origination has slowed as mortgage rates hover near 7% for 30-year fixed loans, dampening applications.

The refinance market remains minimal, pushing lenders to focus on purchase loans and specialized mortgage products.

Operational right-sizing is common, with lenders consolidating processing teams and relying on outsourced or contract talent to handle fluctuating volume.

Increased regulatory scrutiny in underwriting and servicing has created short-term demand for specialized compliance and quality-control staff.

Pending home sales declined 2.8% year-over-year, with home prices falling for the third consecutive month.

Commercial real estate is cautious; rising financing costs and higher vacancy rates in office and retail spaces are slowing development.

Developers, brokerages, and property management firms are pausing new hires and emphasizing operational efficiency.

HOW PROFESSIONAL STAFFING ORGANIZATIONS ADD VALUE

In a market slowdown, talent strategy becomes as crucial as capital strategy. Professional staffing organizations help these sectors stay agile, control costs, and secure in-demand expertise.

Flexible, on-demand talent: Interim analysts, compliance officers, loan processors, underwriters, leasing agents, and market analysts to manage fluctuating workloads without permanent headcount commitments.

Specialized skills for transitional periods: Credit restructuring, regulatory reporting, asset valuation, distressed property management, and loss mitigation.

Cost control without losing capacity: Contract-to-hire models allow firms to evaluate talent before committing long-term, reducing mis-hire risk.

Strategic workforce planning: Staffing partners provide guidance on redeploying talent to higher-ROI roles and aligning hiring with market cycles and capital availability.

THE BOTTOM LINE

This

Re-evaluate workforce composition.

Focus on skills that enhance efficiency, compliance, and profitability.

Partner with staffing organizations experienced in their

In uncertain times, nimble talent acquisition is a competitive advantage and key to capturing growth when the market rebounds.

LISSETTE REYES

As community banks in Florida continue to evolve with technology, they are offering a new level of convenience, accessibility, and personalization to their customers. The rise of mobile apps, online banking platforms, and digital wallets has significantly transformed how individuals and businesses manage their finances, offering them the freedom to handle transactions anytime, anywhere. No longer confined by branch hours, consumers can perform essential banking tasks at their own pace, which greatly improves overall accessibility—particularly for those in rural or underserved areas.

But it’s not just about convenience; digitalization is empowering consumers with better financial services. Thanks to data analytics and AI tools, community banks are now able to provide more personalized experiences, offering tailored products and financial advice that match each customer's unique needs. This has helped foster a deeper relationship between customers and their banks, all while maintaining the community-based, customerfirst approach that sets these institutions apart.

Additionally, digitalization has opened doors for greater financial inclusion, enabling more people, particularly younger generations and those historically excluded from traditional banking, to gain access to essential services. It also provides greater security measures, such as biometric authentication and real-time fraud detection, helping consumers feel safer when managing their money.

Finally, as digital tools continue to enhance customer service, Florida’s community banks are more equipped than ever to offer support in real-time, allowing for a more seamless and efficient banking experience.

NormanIsaza

FBF FBF

THE PERFECT PLACE TO EXCHANGE IDEAS

“I’ve learned over the years that character matters deeply in every relationship you build. And I can tell you, it has paid huge dividends, not just for me, but for the organizations I’ve been part of. Knowing who you ' re doing business with and truly understanding the person across the table makes all the difference when things get tough ”

What first drew you into banking and how did the early experience shape leadership?

Iglesias’s introduction to banking came at 17, just after graduating high school. Like many teenagers, he did not have a clear career path in mind. What he did know was that he needed a job. Growing up in an immigrant family in Miami, the expectation was clear: once you finished school, you went to work and began building a life.

Through a family connection, he found his way to the Bank of Miami. Jose Cueto, who is active in the banking community today, had an uncle, Sajillo, who was president of the bank at the time. That connection opened a door, and Iglesias walked into the bank for an interview without even knowing how to balance a checkbook.

The position he originally sought was something called a proof operator. He admitted he had no idea what that meant but figured he had nothing to lose by trying. On the morning of the interview, however, he woke up with chickenpox. His mother told him there was no way he could go looking like that. Iglesias insisted he had to try, but he never got the job.

A month later, he received a call out of the blue. The bank’s credit department had an opening. Iglesias confessed that he had no idea what credit was, but he wanted to work, so he went in for the interview and was hired. Because he was under 18, he was only able to work four hours a day with a permit, but that was enough. It was the beginning of a career he never planned for.

“Technology is no longer optional We all know that Embracing digitization isn’t just a goal it’s a necessity But more importantly, it has to be executed well. Without technology, we don’t have a scalable way to truly leverage the bank. We don’t have the tools to reach the community in the ways they expect and deserve.”

Iglesias -

What first drew you into banking and how did the early experience shape leadership?

At International Finance Bank, leaders have made deliberate investments to position the institution for the future The bank began by bringing on a Chief Operating Efficiency Officer and a Chief Technology Officer, along with a Head of Treasury Management who is focused on maximizing the systems already in place to better serve clients

The reasoning is clear Technology is no longer optional in banking. Embracing digitization is not simply a goal but a necessity, and it has to be executed well Without it, the bank has no scalable way to grow or to connect with the community in the ways customers expect

Today, IFB operates with just one physical branch in Miami, an office in New York, and a production office in Aventura A generation ago, such a limited footprint would have been unthinkable for a community bank. In those years, visibility depended on a wide network of branches spread across neighborhoods

Customer expectations, however, have shifted dramatically. Modern clients want seamless digital experiences that allow them to move money quickly, securely, and without friction To meet those demands, IFB’s leaders argue, banks must continue to build and maintain the digital infrastructure that will allow them not only to keep up but to thrive

How does your bank approach risk management, particularly in lending and investment decisions?

FAt the heart of banking lies a simple truth: the business is built on managing risk Risk cannot be eliminated Whether it involves onboarding a new client or extending credit to a company, it is always present What defines the profession is the ability to evaluate and assume that risk wisely

Effective risk management begins with people Institutions seek out professionals with strong judgment, deep experience, and a thorough understanding of the business Yet credentials alone are not enough Curiosity and persistence play just as important a role The best bankers ask questions, verify what they see on paper, and probe beneath the surface to ensure they are dealing with the right counterparties

For community bankers, especially, one of the most important safeguards is simply knowing the person they are doing business with That understanding often carries more weight than documents, financial statements, or credit analyses Over time, character has proven to be a decisive factor in navigating challenges

When the economy is strong, banking relationships can appear straightforward But when conditions deteriorate and unexpected pressures emerge, trust in the individual across the table becomes invaluable In those moments, character outweighs data

While technology, documentation, and analytics have transformed the way risk is assessed, industry leaders continue to stress that human judgment and integrity remain irreplaceable Character, they argue, sits at the center of every durable banking relationship

6303 Blue Lagoon Drive Suite 438 Miami, Florida 33126 305-537-4614

Peachtree Street NW Suite 2200 Atlanta, Georgia 30303305-632-9183 1325 Avenue of the Americas, New York, New York 10019 212-537-4614

When it comes to your financial aspirations, there are no boundaries at PNB. We believe in your potential and helping you reach new heights. Our comprehensive range of banking solutions, personalized service, and cutting-edge technology is built from the ground up to help you reach your financial goals. Whether you ’ re starting a new business, expanding your portfolio, or realizing your dreams, PNB is here to provide the support and guidance you need. Elevate your financial journey with a bank that understands your ambitions and is dedicated to building your success. Break boundaries, block by block, with PNB as your trusted partner.

F O C U S F O C U S 305

A Unique Background Rooted in Business and Law

Lillian A. Ser, Esq. is a seasoned attorney with a deep passion for helping small businesses grow and succeed. As the founder and managing attorney of Ser & Associates, a minority-certified, female-owned boutique law firm, Lillian brings over two decades of experience in law combined with a strong business background to deliver practical and effective legal services for entrepreneurs and small to medium-sized businesses in Florida.

Lillian’s journey into law was shaped by her entrepreneurial spirit and her firsthand understanding of the challenges faced by small business owners. As a first-generation American, she has always been keenly aware of the importance of access to affordable legal services for new and growing businesses. Her firm, Ser & Associates, was created to offer exactly that, a place where entrepreneurs could get personalized legal advice that makes a real difference, without the high costs often associated with larger firms.

Before pursuing law, Lillian earned an M.B.A., which allows her to approach legal matters with a businessminded perspective. This business background is one of the key aspects of her firm’s approach, enabling her to offer solutions that not only address legal issues but also help clients achieve their business goals.

Founded in 2009, Ser & Associates specializes in serving small businesses, entrepreneurs, and individuals with a range of legal services. The firm’s practice areas cover everything from corporate structuring and business contracts to real estate and employment law. Ser & Associates focuses on ensuring that its clients, whether they are startups or established companies, receive legal guidance that supports both their immediate needs and long-term growth.

A Business-Oriented Approach

Lillian’s firm stands out for its pragmatic approach to legal services. Unlike many traditional law firms, Ser & Associates doesn’t just focus on legal technicalities; instead, it offers solutions that align with the business goals of its clients. Whether a company is dealing with a legal dispute or planning for expansion, Lillian works closely with each client to ensure that their legal matters are handled in a way that supports their business growth.

Her experience as a General Counsel for a real estate developer and her work with large-scale development projects has given her a wealth of experience in corporate law, real estate, and land use. Lillian has also worked at prestigious law firms such as Greenberg Traurig and Shutts & Bowen, where she advised on complex real estate transactions and development projects. This blend of in-house and private practice experience enables Lillian to understand both the legal complexities and the practical business concerns that entrepreneurs face.

Ser & Associates offers comprehensive legal to businesses and entrepreneurs in various stages growth. They assist with the buying and selling businesses by helping with negotiations, agreements, and guiding clients through diligence process. The firm also helps entrepreneurs form business entities, shareholder or operating agreements, and proper structure for future growth. Additionally, Associates drafts and negotiates key contracts, including vendor and employment agreements, while ensuring compliance with laws.

For businesses seeking government contracts, Ser & Associates assists with RFPs, RFQs, and certification processes. The firm also provides intellectual property protection, including trademarks, copyrights, and patents. In real estate, Ser & Associates offers legal guidance on transactions, including property purchases, sales, and zoning approvals. Lastly, the firm supports individuals and families with estate planning and asset protection to safeguard business legacies for future generations.

Community Engagement and Leadership

Lillian is also deeply involved in her community. She serves on the Board of Directors for the Coral Gables Chamber of Commerce and is a trustee member of ChamberSouth and the Doral Bar Association. Her leadership in these organizations reflects her commitment to supporting local businesses and fostering a vibrant, entrepreneurial ecosystem in Florida.

Additionally, Lillian’s fluency in Spanish and her certification as a Florida Supreme Court Mediator enable her to serve a diverse clientele and offer alternative dispute resolution services that can help clients avoid lengthy and costly litigation.

Lillian A. Ser’s dedication to small businesses and her unique approach to legal services have made Ser & Associates a trusted partner for many entrepreneurs and business owners across Florida. Her combination of legal expertise, business knowledge, and personalized service sets her firm apart, ensuring that clients receive legal solutions that are both effective and tailored to their specific needs.

Whether you’re looking to start a new business, navigate a real estate transaction, or protect your intellectual property, Lillian and her team at Ser & Associates are ready to provide the guidance and support you need to succeed.

d

Gaining Customer Trust in the Banking World is essential for long-term success, especially in a highly regulated and competitive environment where reputation, security, and customer relationships are critical.

Gaining Customer Trust in the Banking World

Gaining Customer Trust in the Banking Worl

Here are a few ways to gain the trust of a customer and/or client:

PrioritizeTransparencyand Communication

Clear information: Provide straightforward terms and conditions for loans, fees, interest rates, and services.

Honest marketing: Avoid misleading ads or promotions that could cause distrust.

Proactive updates: Communicate promptly about system changes, service interruptions, or security breaches.

EnsureRobustCybersecurity

Data protection: Invest in advanced encryption, multifactor authentication, and secure mobile banking.

Fraud detection: Use AI and machine learning to monitor suspicious transactions and alert customers immediately.

Cyber hygiene education: Help clients protect themselves with tips on scams, phishing, and password safety.

DemonstrateFinancialStabilityand EthicalConduct

Reputation matters: Maintain a strong balance sheet, credit rating, and track record of responsible banking.

Regulatory compliance: Adhere to laws and regulations; avoid scandals or fines.

Community involvement: Support local economic development, charities, and sustainability initiatives.

Ontheflipside:

Loyalty programs: Offer perks and incentives for longtime customers.

Educational tools: Provide financial literacy resources to empower clients.

Feedback channels: Encourage and respond to customer feedback to show you value their input.

DeliverExcellentCustomerService

Accessible support: Offer 24/7 assistance via phone, chat, and in-person services.

Personalization: Use customer data to offer tailored solutions and show you understand their financial goals.

Empower frontline staff: Train employees to handle issues effectively and empathetically

Community Banks vs. Big Banks:

Aspect Community Banks Big Bank

Community Banks vs. Big Banks: Building Customer Trust

Personal Relationships

Decision-Making

Building Customer Trust

✔ Strong personal ties with customers and local businesses

✔ Local decision-making allows flexibility and quick responses.

Customer Service

Trust in Leadership

Technology Offerings

Security Perception

Fees and Rates

Community Involvement

✔Face-to-face, personalized service is common.

✔ Leadership is often visible and engaged in the community.

✘ May lag behind in tech innovations

✔ Seen as safer due to close relationships and fewer scandals

✔ Often lower fees and more favorable rates.

✔ Actively supports local causes and small businesses

Final Thought:

In the banking world, trust isn't given—it’s earned daily. Banks that successfully blend technology with transparency, security with empathy, and profit with purpose are the ones that cultivate lasting customer loyalty and long-term success.

Community banks earn trust through strong relationships, deep community involvement, and a commitment to transparency. They offer a personalized, human-centered approach that resonates with customers seeking genuine connections and local impact.

Big banks, on the other hand, are trusted for their vast resources, technological innovation, and global infrastructure. However, to maintain and grow customer trust, they must work harder to deliver personalized service and uphold ethical standards at scale.

✘ Often impersonal due to size and automation.

✘ Centralized decisions may be rigid and slow

✘ Service can be less personal, more reliant on call centers.

✘ Leadership is distant and less accessible to customers.

✔ Cutting-edge online and mobile banking tools.

✘ Distrust can stem from high-profile data breaches or bailouts

✘ Higher fees, complex terms.

✘ Limited direct involvement, though may support large programs

By: Dr. Claudia Uribe

Strengthen your team Strengthen your team

THE IMPACT OF AI ON THE BANKING INDUSTRY: TRENDS, RISKS,

AND OPPORTUNITIES

Artificial intelligence (AI) is rapidly transforming the global banking landscape From automating routine tasks to enhancing customer service and detecting fraud, AI-driven technologies are reshaping how banks operate, interact with clients and manage risk As institutions embrace this new era of digital innovation, the industry faces both promising opportunities and significant challenges including potential job displacement, cybersecurity vulnerabilities, and the ethical use of data

TRENDS DRIVING AI ADOPTION IN BANKING

AI has shifted from concept to mainstream in banking, with over 60% of major institutions using it for functions like chatbots, algorithmic trading, risk assessment AML monitoring and loan underwriting Key trends include personalized banking, where AI tailors products and advice through customer data analysis and process automation (RPA), which streamlines tasks like data entry and compliance checks cutting costs and improving accuracy especially in heavily regulated areas

FRAUD DETECTION AND CYBERSECURITY

AI is also playing a pivotal role in fraud detection and cybersecurity Machine learning models can detect unusual transaction patterns in real-time and flag suspicious activity faster than traditional methods As cyber threats become more sophisticated, AI's ability to adapt and learn from new threats becomes a critical defense mechanism for the banking industry

JOB LOSSES AND WORKFORCE TRANSFORMATION

While AI brings significant efficiency gains, it also raises concerns about job displacement Back-office roles such as data entry reconciliation, and some customer service functions are particularly vulnerable A 2023 report by the World Economic Forum estimated that AI could displace up to 200,000 banking jobs globally over the next five years

However it's not just about job losses it's about job transformation Many roles will evolve rather than disappear For example, loan officers may shift from manual underwriting to analyzing AI-generated risk models Relationship managers may rely more on AI insights to offer strategic financial advice New roles will also emerge, including AI ethicists data scientists and model auditors focused on ensuring the fair and secure use of AI in financial decision-making

Banks must invest in reskilling their workforce to prepare for this shift Institutions that fail to align talent strategies with their AI ambitions risk falling behind both technologically and competitively

SECURITY AND ETHICAL CONCERNS

As AI becomes embedded in banking systems, cybersecurity risks grow The vast amounts of sensitive data these tools require make them appealing targets for hackers, while new threats such as adversarial attacks that manipulate input data can undermine fraud detection or credit scoring, leading to financial and reputational harm Ethical risks are also significant: biased algorithms may produce discriminatory lending outcomes or restrict access to financial services Regulators, including the CFPB stress that banks remain accountable for AI-driven decisions and are pushing for greater fairness, transparency and accountability To address these issues, institutions must implement strong governance frameworks, conduct regular model audits, and adopt explainable AI practices to maintain trust and compliance

UNLOCKING EFFICIENCY AND INNOVATION

Despite the challenges, AI offers enormous potential to enhance operational efficiency, reduce costs, and foster innovation By streamlining processes and improving decision-making, banks can deliver faster, more responsive services while minimizing risk

AI-powered analytics can also improve strategic planning Banks can use predictive modeling to forecast market trends customer behavior, and portfolio performance This foresight enables better capital allocation marketing, and risk management decisions

Furthermore, AI can help banks extend financial inclusion Digital lending platforms that leverage alternative data and AI-driven credit scoring can evaluate borrowers without traditional credit histories, opening doors for underserved populations

FOREGONE CONCLUSION

The integration of AI into banking is not a question of if but how quickly and effectively institutions can adapt The technology is already redefining business models, workforce roles and regulatory frameworks across the industry While concerns about job losses and security are valid the longterm benefits of enhanced efficiency, personalization, and risk management are equally compelling

Banks that embrace AI thoughtfully balancing innovation with ethical responsibility, will be best positioned to thrive in this new financial era The future of banking is not just digital it’s intelligent

WRITTEN BY Orlando Diaz

Contributor to the Florida Banking Forum and President of Metro Fund Inc. in Miami, Florida, a leading private capital provider in South Florida. Mr. Diaz also serves as the President of the Florida Association of Mortgage Professionals.

I T ' S T I M E F O R . . . IT'S TIME FOR...

CafecitoCon CafecitoCon

Building relationships one cafecito at a time

@cafecitoconyesenia_@cafecitoconyesenia

Cafecito Cafecito

n Yesenia Presents n Yesenia Presents

Alex Soto Alex Soto

Senior Vice President, Head of Premier Banking

Grove Bank & Trust

Alexander Soto is a proud Miami native, who's journey from the halls of Miami Senior High School to the executive offices of Grove Bank & Trust is rooted in a lifelong commitment to the community that shaped him His academic path took him through Florida International University, St Thomas University, and Miami Dade College, laying the foundation for a career defined by service, leadership, and trust

For more than two decades, Soto has been a driving force in South Florida’s banking industry, known for his ability to combine personalized service with deep financial expertise Today, as Senior Vice President and Head of Premier Banking at Grove Bank & Trust, he leads a boutique private banking division that serves high-networth individuals, families, and businesses His work focuses on helping clients preserve, grow, and transition their wealth through tailored strategies and exceptional care

Beyond his professional accomplishments, Soto is a passionate community leader. He has served on the boards of the Early Learning Coalition of MiamiDade/Monroe, the City of West Miami’s Code Enforcement & Charter Review Committee, and the Kiwanis of Coral Gables where he held the role of President In 2012, he brought his dedication to civic service into the political arena with a run for West Miami City Commissioner Today, he continues to give back as a member for the Florida Bankers Association, BankPac, and The Lucy Project, advocating for both financial institutions and children’s literacy

Spotlight Monthly

3.0 3.0

The Next Chapter: How Two Mia are Redefining Alternative Inve with 3.0 Capital

Meet Jose A. Hernandez-Solaun and Andres ( visionaries behind a new firm built on a decades of top-tier experience, unpara knowledge, and a deep, unwavering comm community they helped build.

In a financial world that grows more compl investors are increasingly seeking trusted guid the intricate landscape of alternative assets hard money lending, real estate investments debt domains where experience isn't just an essential Answering this call is 3 0 Capital, a asset advisory firm poised to become a corn South Florida investment community

The firm is the brainchild of two of Miami's m business leaders: former Finance and Real E

Jose A Hernandez-Solaun and former banki President Andy Pino 3 0 Capital isn't just anoth it's the culmination of two accomplished caree provide borrowers with creative hard money l uncover value-add high return real opportunities, and provide investors with gu the complete lifecycle of these alternative inv origination to payoff and final sale

"We saw a need for a truly relationship-based advisory firm... It's about building legacies, not just portfolios."

- Jose A Hernandez-Solaun

"We saw a clear need for a truly relationshipfirm, one that combines institutional-level exp personalized service of a boutique," says Jose Solaun, the firm's Managing Member “For us It s about leveraging our life's work to help our clients achieve their most ambitious goals "

civic leadership is profound He has served as Chairman of the Board for The American Diabetes, Vice President of The Miami Foundation, Board Member of the Florida Council of 100, Board Member of The Orange Bowl Community, and Board Member of The University of Miami Alumni Association, just to name a few His passion for education and innovation is evident in his role as the International Wine and Food Executive-in-Residence at Florida International University’s School of Hospitality (FIU). This blend of sharp financial acumen and genuine community stewardship is the bedrock upon which 3 0 Capital is built

T30 Capital stands at the forefront of alternative asset advisory, providing a comprehensive suite of services for discerning investors seeking to navigate the intricate landscape of hard money lending, real estate investments, and distressed debt With a team boasting over 80 years of combined experience in finance, real estate, banking, and private equity, the firm has carved out a reputation for world-class expertise, thoughtful guidance, and personalized service At its heart, 30 Capital is driven by a mission: to guide investors from established institutions to enterprising individuals through every phase of the alternative investment lifecycle, from debt and equity to successful exits and sales

The 3.0 Capital Difference: A Five-Pillar Approach

Complementing Jose s executive leadership is the deepseated banking and lending expertise of Executive Partner Andy J Pino With over 18 years in the banking industry, Andy brings a highly analytical and clientfocused perspective to the firm A graduate of the University of Florida with a bachelor’s degree in Finance, he began his career in the prestigious SunTrust Commercial Real Estate Management Program, building a powerful foundation in financial analysis

For over a decade, Andy honed his craft as a Private Banker and Commercial Lender, becoming a trusted advisor to countless clients His career is highlighted by his tenure as a Senior Vice President at Professional Bank, where he and a colleague established a Loan Production Office (LPO) in Doral. Under their leadership, the office flourished, successfully growing into a full-service branch handling over $500 million in loans and deposits a testament to his skill in both market development and client relations

Andy’s dedication to the community is woven into his professional journey A 2018 graduate of the highlyregarded Leadership Miami Program, he is a past member of The Miami Foundation Advisory Board, Canes Communities, and the Coral Gables Community Foundation’s Ponce Society of Young Professionals This long-standing civic involvement underscores a career built on service and finding solutions

"My entire career has been about finding solutions that help clients achieve their goals It’s about tailoring the structure to meet the need, not the other way around "

- Andy Pino

Jose A. Hernandez-Solaun - Managing Member

Andy Pino - Executive Partner

Mission: To guide investors through the lifecycle of alternative investments, from debt and equity to sale, with an unwavering commitment to expertise and personalized service

3 0 Capital: Guiding Investors Through the World of Alternative Assets

At the core of the firm is a comprehensive suite of services designed to provide holistic, expert guidance across the alternative investment spectrum 3 0 Capital focuses on building and managing diversified alternative asset portfolios, including hard money lending, real estate investments, and distressed debt, tailored to each client's unique goals

Hard Money Lending: Providing Borrowers with exclusive access to flexible private lending solutions for a wide variety of investment opportunities Providing Investors the opportunity of investing in short-term high yield investments

Real Estate Asset Portfolio: Building and managing diversified real estate asset portfolios, including industrial/warehouses, multifamily, non-anchored tenant strip centers and medical office buildings

Distressed Loan Portfolios: Specializing in the acquisition, management, and strategic disposition of distressed loan portfolios to capitalize on unique market conditions

Family Office Real Estate Advisors: Offering bespoke, comprehensive real estate advisory services to family offices, guiding them from acquisition to disposition

Real Estate Advisory Services: Leveraging in-house experts to provide seamless advisory services for both commercial and residential properties

A Mission of Service

For Jose and Andy, 3 0 Capital is more than a business venture; it's a platform to formalize the advisory work they've been doing for friends, colleagues, and the community for years. Their shared mission is clear: to provide clients with the highest level of expertise and personalized service, helping them maximize returns and achieve their financial objectives

By combining institutional discipline with an entrepreneurial spirit and a profound sense of civic duty, 3 0 Capital is not just entering the market it's elevating it For investors seeking a steady hand in a complex world, the arrival of 3 0 Capital marks a significant new chapter

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To help shape futures, imagine innovations, and elevate communities.

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2025 Hispanic Women of Distinction Nominee: Congratulations

YESENIA MORENO

We’re incredibly proud to share that Yesenia Moreno has been nominated for the 2025 Hispanic Women of Distinction. This honor is a true reflection of her strength, heart, and relentless dedication to making a difference

At New Edge Associates, alongside the Florida Banking Forum, we’ve had the privilege of watching Yesenia grow into a bold and compassionate leader. Her integrity, drive, and commitment to uplifting others are nothing short of inspiring

Yesenia, this recognition speaks volumes not just about the professional you are, but the amazing person you continue to be. We’re so proud to stand beside you

Congratulations you’ve more than earned this moment!

2025 HISPANIC WOMEN OF DISTINCTION NOMINEE: 2025 HISPANIC WOMEN OF DISTINCTION NOMINEE:

YESENIA MORENO YESENIA MORENO

Honoring the resilience, leadership, and influence of Latinas across South Florida, the 24th Annual Hispanic Women of Distinction Charity Luncheon is set to take place on August 29, 2025, from 11 AM to 2 PM at the newly renovated Pier 66 Hotel in Fort Lauderdale. Presented by Latina Style Magazine in partnership with Nicklaus Children’s Health System and Latin Business Today, this event will celebrate the achievements of 2025’s honorees— among them, the remarkable Yesenia Moreno.

We’re incredibly proud to announce that Yesenia Moreno has been nominated as a 2025 Hispanic Woman of Distinction. This prestigious recognition is a true reflection of her strength, heart, and relentless dedication to creating positive change in her community. Yesenia stands out not only for her professional accomplishments at New Edge Associates and with the Florida Banking Forum, but also for her deep integrity, bold leadership,

and unwavering commitment to uplifting those around her. At the recent kick-off reception held at the iconic Hard Rock Hotel, Yesenia joined fellow nominees, past honorees, sponsors, and community leaders to mark the beginning of this exciting chapter. She expressed profound gratitude to her friends and colleagues who nominated her and to the loved ones who showed up to support her. “Being included among such a powerful group of women— many of whom I know and admire—is an incredible honor,” she shared.

The upcoming luncheon promises to be a beautiful and meaningful celebration. Attendees will enjoy a complimentary cocktail from Tito’s Vodka, an elegant lunch, Latin entertainment, a vibrant business expo, and a gift for each guest. A fantastic silent auction and raffles will benefit this year’s selected charity, FLITE Center, which supports youth aging out of foster care and other vulnerable populations on their journey to independence.

The Hispanic Women of Distinction event, founded in 2001 by the late Dr. Erwin M. Vasquez, has grown from a 200-person gathering into one of the largest and most cherished celebrations of Latina leadership in the nation. Dr. Vasquez’s vision—to empower Latinas and celebrate their contributions—lives on through every honoree, and this year, through Yesenia Moreno.

Congratulations Congratulations

Yesenia! Yesenia!

Your passion, perseverance, and impact truly make you a

woman of distinction.

Empowering Consumers in the Empowering Consumers in the Digital Age Digital Age

In recent years, Florida’s community banks have undergone a significant transformation, embracing digitalization to keep pace with evolving consumer expectations and technological advancements. While the shift to digital banking has become a necessity for large financial institutions, it holds particularly profound implications for community banks, which have long prided themselves on their personalized services and strong community ties. As these banks adopt digital tools, they are not only improving operational efficiency but also enhancing the overall banking experience for consumers.

Here, we explore the key ways in which the digitalization of Florida's community banks is impacting consumers— empowering them, increasing convenience, and fostering financial inclusion.

One of the most immediate and noticeable impacts of digitalization on consumers is the increased accessibility and convenience of banking services. Online banking platforms, mobile apps, and digital wallets have allowed consumers to manage their finances from virtually anywhere, at any time. This means that banking no longer requires a trip to the branch or waiting in long queues for routine transactions. Consumers can check balances, transfer funds, pay bills, apply for loans, and even deposit checks—all from the comfort of their home or on-the-go.

For many Floridians, particularly those in more remote or rural areas, these digital tools break down geographic barriers that once limited access to traditional banking services. Digitalization is allowing community banks to extend their reach beyond physical locations, ensuring that consumers, no matter where they live, have access to essential banking services.

While large national banks often struggle to maintain a personal connection with their customers, community banks have always prided themselves on offering tailored, individualized service. With the advent of digital tools, Florida’s community banks are now able to merge the best of both worlds—combining the convenience and efficiency of digital banking with the personalized, relationship-driven approach that sets them apart.

Advanced data analytics and AI-powered tools allow banks to better understand consumer behavior and preferences, enabling them to offer more customized products and services. For instance, consumers may receive personalized financial advice, customized loan offers, or savings recommendations based on their unique financial profile. This enhanced level of personalization helps consumers make more informed decisions, while also fostering a deeper sense of trust and loyalty to their community bank.

Digitalization plays a crucial role in expanding financial inclusion—particularly for underserved or underbanked populations. In Florida, where many residents face economic challenges or lack access to traditional banking services, digital banking opens up new opportunities for financial empowerment. Mobile banking and online platforms provide individuals with easy access to financial services such as savings accounts, credit-building products, and financial education resources. These tools are particularly beneficial for younger generations, who are accustomed to managing their lives digitally and are looking for seamless, low-cost banking solutions. Additionally, digital banking eliminates many of the traditional barriers to entry, such as high fees or limited branch hours, making financial services more accessible to those who have historically been excluded from the traditional banking system.

Empowering Consumers in the Empowering Consumers in the Digital Age Digital Age

As digital banking becomes more widespread, security is always a top concern. Fortunately, Florida’s community banks are using cutting-edge technology to enhance security features and protect consumer data. Biometric authentication (fingerprints, facial recognition), twofactor authentication, and end-to-end encryption are just a few of the measures that have been implemented to safeguard personal information and reduce the risk of fraud.

For consumers, these innovations offer peace of mind, knowing that their financial information is being protected by some of the most advanced security technologies available. Additionally, many community banks are incorporating fraud detection systems powered by AI and machine learning, which can identify and flag suspicious transactions in real-time, further enhancing security for consumers.

Digitalization has also transformed how consumers interact with their community banks. Virtual customer service options, such as chatbots, video calls, and 24/7 online support, allow consumers to get answers to their questions and resolve issues without having to visit a branch. These tools not only provide quick resolutions to common problems but also free up bank staff to focus on more complex, value-added customer interactions.

Moreover, with advanced AI, community banks are now able to provide faster, more accurate responses to consumer queries. Automated systems can handle basic account inquiries, provide real-time updates on transactions, and even guide consumers through the process of applying for loans or managing accounts— making banking more efficient and less time-consuming for the consumer.

For Florida’s small business owners, digital banking has been a game-changer. The ability to manage business finances through online platforms has streamlined cash flow management, invoicing, payroll, and expense tracking. Community banks are also offering specialized digital tools that help small businesses access capital more easily, track business performance, and make data-driven financial decisions.

Digital lending platforms, for example, have enabled small businesses to apply for loans and lines of credit in a more streamlined, efficient way, with quicker approval processes than traditional methods. This ability to quickly access capital has empowered small businesses to scale faster and navigate economic challenges with greater agility.

The digitalization of Florida's community banks is not just a technological shift; it’s a transformation that empowers consumers, enhances convenience, and promotes financial inclusion. From mobile banking apps and online platforms to personalized services and advanced security measures, digitalization is improving the banking experience for Florida residents. Community banks that embrace digital tools can continue to serve their customers in meaningful ways, offering the personalized service they are known for while leveraging technology to stay relevant and competitive in the digital age. Ultimately, this digital shift is not only benefiting consumers but also fostering a more inclusive and resilient financial ecosystem in Florida, one that can better serve the needs of its diverse population for years to come.