My Journey in Community Banking and Leadership

Stephanie McClendon, Chief of Community Banking, First Federal Bank

Stephanie McClendon is an experienced community banker at First Federal Bank with expertise in portfolio management, financial risk, and leadership. A certified John Maxwell speaker, she is passionate about building strong organizational cultures and empowering women to lead with confidence and purpose.

Growing Through Community Banking

My journey in community banking began over 26 years ago when I started as a teller, serving customers on the front lines. From day one, I developed a passion for building relationships and meeting the financial needs of individuals and families. I soon advanced to roles assisting with new accounts and personal loans, gaining a strong foundation in customer service, financial solutions, and trust-building.

As my responsibilities grew, I was given the opportunity to open and manage a brand-new branch, a role that was both exciting and challenging. It was my first experience leading a team, building a customer base, and managing day-to-day operations from the ground up. That experience taught me invaluable lessons about communication, developing people, creating a culture of service, and staying connected to community needs.

Over the years, I’ve grown as a leader while remaining grounded in the same values that brought me into this field: service, trust, and community. Community banking has never just been a job, it’s been a calling.

The Influence That Shaped My Leadership

The most influential experience in shaping how I build culture, manage customer relationships, and guide teams came from our former CEO and President. His leadership left a lasting impact, not through speeches or policies, but through his daily example.

He taught me that culture doesn’t just happen; it’s built with intention. It shapes how we treat each other, how we serve customers, and how we support our communities. He reminded us that teams need to see it to believe it; leaders must live the culture they talk about.

That influence changed my approach to leadership. It taught me that great customer relationships start with great internal relationships. Leadership isn’t about a title, it’s about consistency, presence, and living out your values.

Balancing Growth, Profitability, and Culture

Banking is challenging. We face constant pressure to grow, stay profitable, and compete, often without offering the lowest rates or highest returns. That pressure can sometimes cause staff to feel disconnected from the larger purpose.

That’s why protecting our organizational culture is essential. I believe our high-performing culture is what allows us to deliver financial stability to customers and communities. It’s visible in the way employees serve, support, and show up, for each other and for our customers.

Our culture is sustained by three key qualities:

1. Empathy – Caring deeply about customers and colleagues.

2. Responsiveness – Being present, reliable, and ready to act.

3. Assurance and Tangibles – Providing consistent, professional experiences that build trust.

When employees feel supported and connected to a clear purpose, they don’t just perform, they thrive. Yes, we have business goals. Yes, we must grow. But we will never sacrifice the culture that makes us who we are.

Evolving in a Digital-First Environment

Community banks have always thrived on relationships—knowing customers by name and being trusted partners in their financial journeys. But today’s customers also expect convenience and digital access.

The key is blending personal and digital, not choosing one over the other. Digital channels must reflect the same culture and high-touch service we provide in person. For us, video banking has been a game-changer, offering personal connection alongside convenience.

"Leadership isn’t about a title, it’s about consistency, presence, and living out your values"

Equally important is training staff to see technology as an enhancement, not a replacement. When employees embrace digital tools as a way to serve customers more effectively, adoption becomes natural.

Technology will keep evolving, but relationships, trust, and service remain at the heart of community banking.

Looking Ahead: Strengthening Culture and Leadership

As we look to the future, one of our greatest opportunities is creating genuine buy-in across all generations. Younger professionals want more than a paycheck; they want purpose, voice, and impact.

To do this, we must:

• Create space for all voices – Invite younger team members into conversations and decision-making.

• Lead with empathy and purpose – Be transparent, human, and mission-focused.

• Balance digital with human touch – Use technology to enhance, not replace, relationships.

Culture isn’t built from the top down; it’s built when everyone feels connected, engaged, and empowered to lead with purpose.

Lessons for Aspiring Leaders

One of the most important lessons I’ve learned is this: Careers have seasons.

There are seasons of growth, waiting, challenge, and reward. It may not always be your season for advancement, but that doesn’t mean your time won’t come. Stay curious, keep learning, and don’t get discouraged.

Challenges aren’t setbacks; they’re set-ups for growth. They stretch and strengthen you in ways success never could.

When your season comes, and it will, you’ll be ready. My advice is simple:

• Stay consistent.

• Keep learning.

• View challenges as stepping stones.

• Trust the timing of your journey.

Your season to blossom will come. Just be ready when it does.

Financial