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Corporate Responsibility Consumer Protection

Consumer Protection

Fair, responsible, and inclusive banking services

Consumer Protection

We strive to offer straightforward products and convenient service while ensuring compliance with relevant consumer financial protection laws and regulations, including those set forth by the Federal Deposit Insurance Corporation (FDIC). As a financial institution, we also prioritize aligning our work with the Community Reinvestment Act, which focuses on providing lending, financial services, and investment to those who need it most.

Our approach to consumer protection:

FAIR LENDING POLICY

All of our business groups must adhere to our Fair Lending Policy. Our commitment to fair and responsible lending is incorporated throughout the product life cycle, including product development, advertising, marketing, and training.


OVERDRAFT SOLUTIONS

We offer a range of overdraft solutions, including an automatic transfer service and overdraft line of credit to support our customers’ needs.




PRODUCT REVIEWS

Before new products and services are introduced to market, they are required to go through a risk assessment. Additionally, any modifications to existing products are carefully reviewed to ensure compliance with rules and regulations.


RESPONSIBLE BANKING

To protect our customers on credit and deposit products and services, we are focused on unfair, deceptive, or abusive acts or practices (UDAAP) guidance.




ROBUST ADVERTISING AND MARKETING POLICY

Our Advertising and Marketing Policy aligns with all applicable laws, rules, and regulations concerning advertising our products and services. Our marketing department devotes time, effort, and resources to ensure we do not advertise anything we cannot deliver to support our focus on UDAAP. Regardless of medium, all advertising and marketing materials are vetted through a rigorous internal compliance review process.


DEBT COLLECTION POLICY:

We comply with the Fair Debt Collection Practices Act to avoid UDAAP. We require new hire training and annual training as appropriate, and the Board of Directors stays informed regarding compliance with this policy through periodic audits. When our customers experience challenging life events that affect their banking relationships, our experienced collections and special assets employees work closely with them to provide assistance, education, and support.


























Customer Testimonials








LEARNING FROM CUSTOMER FEEDBACK

We have a robust complaint management program, which allows us to identify, document, and address emerging trends and areas for improvement. Key components of the program include:

  • A centralized application and customer relationship management database to record customer complaints and the actions taken to resolve them.
  • A process to ensure every customer complaint is reviewed for timely and thorough resolution.
  • Root-cause analysis performed by leadership and subject matter experts to identify and correct issues and find ways to enhance our products, services, and customers’ experience.
  • Monthly executive management review of all customer complaints and feedback.

The Board receives quarterly updates on our complaint program, which is managed by employees within our risk department in close collaboration with all business lines.







Corporate Responsibility »
2023 Corporate Responsibility Report »