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Banking Survey About Small Business

Posted by Wendell Brock on Wed, Sep 01, 2010

Survey Provides Insight for Serving Small Business Customers

The J.D. Power and Associates 2009 Small Business Banking Satisfaction StudySM shares insight on serving small business banking customers to create differentiation and grow revenues.

Small business customers represent revenue opportunities for banking institutions, particularly if the bank can obtain the personal banking relationship as well. The survey finds that small business owners’ average value exceeds the consumer average by $31,000 or 66 percent. Further, highly satisfied small business customers create about 20 percent more revenue for the bank relative to less-satisfied customers. The difference in annual revenue dollars, according to the survey, is $675 per customer.

Unlocking this extra revenue per small business customer requires a strong commitment to relationship management. The survey finds that higher levels of satisfaction are associated with:

  • Assignment of an account manager to every small business customer
  • Completion of a needs assessment
  • Account managers who proactively reach out to customers throughout the year
  • Account managers who focus on quick resolution to problems
  • Account managers who closely manage the credit process

Economic woes weighing on small business

The survey estimates that 48 percent of small business customers are negative about the economic outlook. Downbeat business owners have special needs with respect to banking. In particular, they generally appreciate working with a proactive banker who demonstrates a thorough understanding of their business and its needs. The J.D. Power survey establishes a link between the completion of a needs assessment at the beginning of the relationship and the customer’s belief that his banker “understands” the business. Sadly, only 45 percent of small business customers report that their banker has a complete understanding of the business.

Communicate to create upsell opportunities

Proactive communication is also important. Regular interaction between the account manager and small business customer can minimize misunderstandings about fees and services. It also helps the banker identify opportunities to provide the customer with additional business or personal banking services. The goal is to help the customer manage his business and personal finances more efficiently, while creating revenue opportunities for the bank. To fulfill that goal, the banker must a trusted advisor who maintains regular contact.

Manage new loans for higher satisfaction

Many small business customers are currently concerned about obtaining the funds they need to manage through this economic downturn. The J.D. Power survey reports that account managers who focus on streamlining the loan funding process tend to score higher on small business customer satisfaction metrics. Account managers who can identify a lending need and then move the customer through the application and funding process quickly add value and generate customer loyalty.

The survey also notes that small business account managers do not have to be high-level bank employees to be effective. Lower-level service personnel are able to achieve very high satisfaction scores, particularly when they focus on communication, quick problem resolution, and efficient loan funding.

See the video overview of the J.D. Power and Associates 2009 Small Business Banking Satisfaction Survey here: http://businesscenter.jdpower.com/library/videos.aspx?localID=286679 and read the press release here: http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2009227

Topics: Banking, banker's survey, Commercial Banks, Building Smarter Banks, Deposit Growth, Deposits

Grow Remote Deposit Capture

Posted by Wendell Brock on Wed, Mar 17, 2010

Promoting and growing Remote Deposit Capture (RDC) within your institution requires a commitment from top management. The enthusiasm and support system for the RDC Program must radiate from top management all the way through the institution to include the frontline tellers. RDC success includes the following seven elements:

  1.  Perpetual focus and commitment from the top down;
  2.  Ongoing education of employees and customers;
  3.  A central contact person who has taken ownership of the RDC Program with a passion for its success within the organization;
  4.  Consistently applying techniques and ideas outlined in this article;
  5.  Established target goals and an action plan that are reviewed at regular meetings;
  6.  Holding individuals responsible for targeted growth; and
  7.  A marketing and sales program.

Remote Deposit Capture can be known by many different names including: Remote Deposit, Personal Capture, Merchant Capture, or Corporate Capture. What name is your financial institution going to use or are you going to develop a new flashy marketing name? Either way people need to know what it is and how it works to properly implement the service in the bank. We suggest that you stick with the standard Remote Deposit Capture this will avoid confusion when customers call.

Growth of RDC will help keep customers happy, safe and more profitable. RDC is one of the greatest time savers a business could implement in regards to its banking relationship. By not needing to go to the bank to make a deposit keeps employees safe. They can make the deposit in the office, and it saves drive time to the bank and back, (let alone keeping another car off the road, it's good for the environment). So, as banks promote paperless statements - they can also promote green deposits by using RDC.

RDC is the future. Banks that have a good working relationship with its personal and business customers can make it stronger with RDC. Some banks allow customers to use basic scanners to make deposits - not needing any special equipment - makes the process easier and less expensive to implement. Less cost means more profit for both the customer and the bank. As we deal with more and more electronic transactions, will RDC be the standard for old fashion paper checks?  Everything we read and hear, it is moving that direction

To learn more about RDC and ideas about how to grow it in your institution download our FREE white paper by clicking HERE.

Author: Carolyn C. Dowdy, President of Bank Project Solutions
http://bankprojectsolutions.com/

Topics: bank customers, Compliance, Deposit Growth, Deposits, Growth, Grow, Remote Deposit Capture

FDIC Banking Profile

Posted by Wendell Brock on Mon, Dec 01, 2008

FDIC Reports Continued Deterioration in Earnings Performance, Asset Quality

 

The FDIC’s third quarter, 2008 Quarterly Banking Profile was released on November 25, 2008. The industry snapshot shows a continuation of negative trends, including depressed earnings and deteriorating asset quality. The report also provides detail on the proposed changes to the FDIC’s assessment system.

 

Earnings continue to slide

 

Greater than 58 percent of member institutions reported year-over-year declines in quarterly net income, while 64 percent generated a reduced quarterly return on assets (ROA). Profitability issues appear to be magnified at the larger banks; institutions with assets greater than $1 billion experienced a 47-basis point, year-over-year ROA decline. Community banks fared somewhat better with a 25-basis point decline. Nearly one-quarter of member banks failed to earn a profit in the quarter; this is the highest level for this metric since the fourth quarter of 1990.

 

Income a mixed bag  

 

Member banks reported declines in several categories of noninterest income, including securitization income and gains on sales of assets other than loans. Losses on sales of bank-owned real estate increased almost six-fold to $518 million. Loan sales, however, showed a marked improvement with net gains of $166 million. This compares to net losses of $1.2 billion in the third quarter of last year.

 

Net interest income also improved by 4.9 percent versus a year ago. The average net interest margin (NIM) remained flat with last quarter, but rose 2 basis points relative to the year-ago quarter. This trend was more pronounced among larger institutions.

 

Credit losses still piling up

 

As expected, expenses related to credit losses drove much of the earnings decline. Industry-wide, credit loss-related expenses topped $50 billion, eating up about one-third of the industry’s net operating revenue. Aggregate loan-loss provisions tripled from the year-ago level, reaching $50.5 billion in the quarter. Net charge-offs increased by 156.4 percent to $27.9 billion, with two-thirds of the increase related to loans secured by real estate. Charge-offs related to closed-end first and second lien mortgages, real estate construction and development loans, and loans to commercial and industrial borrowers all showed increases well in excess of 100 percent. The quarterly net charge-off rate jumped 10 basis points sequentially to 1.42 percent; this is the highest quarterly net charge-off rate since 1991.

 

Past-due loans still rising

 

Noncurrent loans and leases, defined as being 90 days or more past due or in nonaccrual status, increased by $21.4 billion sequentially to $184.3 billion. Nearly half of this growth came from closed-end first and second lien mortgages. The percentage of loans and leases that are noncurrent rose to 2.31 percent, which is the highest percentage recorded since 1993.

 

Loan-loss reserves ticked up by 8.1 percent, bringing the ratio of reserves to total loans and leases to 1.95 percent. Reserves to noncurrent loans fell to $0.85, which is the lowest level recorded since the first quarter of 1993.

 

Watch list grows 46 percent, number of new charters shrinks

 

Nine banks collapsed during the third quarter, and another seventy-three were merged into other institutions. While the number of failures marks a high point since the third quarter of 1993, the growth of the FDIC’s list of problem banks indicates that there are still rough times ahead; an additional fifty-four banks were added to the watch list, bringing the total number of problem banks to 171.

 

Twenty-one new institutions were chartered during the quarter. This marks a decline from the twenty-four new charters that were added last quarter.

 

Noninterest-bearing deposits rise, DIF reserve ratio declines

 

The total assets of all FDIC-insured member institutions rose 2.1 percent to $273.2 billion during the quarter. Most of the increase, some 57 percent, came from noninterest-bearing deposits. Interest-bearing deposits on the other hand showed a slight decrease of 0.3 percent.

 

Insured deposits continued an upward trend, rising 1.8 percent on top of a second quarter increase of 0.6 percent. Fifty-eight percent of member institutions reported an increase in insured deposits, 42 percent reported a decrease and the remainder reported no change.

 

The Deposit Insurance Fund decreased by $10.6 billion, primarily due to an $11.9 billion increase in loss provisions for bank failures. As of September 30, 2008, the reserve ratio was 0.76 percent, down 25 basis points from three months prior. Nine insured institutions failed during the quarter, bringing year-to-date failures to thirteen; those thirteen failed institutions had combined assets of $348 billion and are estimated to have cost the DIF $11 billion.

 

Restoration plan involves increases, changes to risk-based assessments

 

The FDIC adopted a restoration plan on October 7 to increase the DIF’s reserve loss ratio to 1.15 percent within five years, as required by Federal Deposit Insurance Reform Act of 2005. In accordance with the plan, the FDIC Board approved the publication of a notice of proposed rule making to increase the assessment and shift a larger proportion of that increase to riskier institutions. For the first quarter of 2009, the FDIC seeks to increase assessment rates by 7 basis points across the board.

 

The proposed assessment system, to be effective April 1, 2009, establishes base assessment rates ranging from 10 to 45 basis points for Risk Categories I through IV. Those base rates would then be adjusted for unsecured debt, secured liabilities and brokered deposits. The adjusted assessment rates would range from 8 to 77.5 basis points. 

 

 

Topics: Interest Rates, FDIC, Banking, Loans, Credit, Deposits, Third quater, ROA

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