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4 Ways to Reach Consumers, Manage Economic Uncertainty

Posted on May 26, 2023 at 12:01 am.

Written by Erin Register

Today’s economy is hitting consumers hard. Inflation is pressuring their bank accounts, as their normal expenses became more expensive.

Credit card debt had its largest increase since 1999, with borrowers reaching a minimum of 90 days of delinquency at a higher rate than before the pandemic. America’s crushing amount of student loan debt is reemerging from its Covid-19 hibernation. Add to that a laundry list of challenges: Unprecedented modern-day bank runs, a rising interest rate environment not witnessed since before the iPhone launched, an inverted yield curve that has been a precursor of the past seven recessions, and U.S. household debt increasing at levels not seen in two decades. Existing home sales fell 22% year over year, while new auto loan originations and loan delinquency rates are not trending positively either.

According to a new study by Alkami, 49% of consumers say they’re worried about finances. Bankers need to be keenly aware of what this means — for consumers and their institutions.

While inflation continues to challenge for consumers and the financial institutions that serve them, the very definition of “money” and “payments” is changing. Four factors — buy now pay later (BNPL), cryptocurrency (crypto), earned wage access (EWA) and peer-to-peer payments (P2P) — are coloring the financial landscape. These new financial options are tempting many consumers to take on more debt or risk and creating more competition for their banks against fintechs and neobanks.

The good news is that banks are in a unique position: consumers should benefit most from a rock solid foundation laid down by their trusted community financial institutions. These institutions have long delivered unprecedented value to customers holders at a more personal level than the megabanks and neobanks. It’s just what people need now.

As the financial landscape keeps changing and evolving, banks need to roll with the waves to provide account holders with solid, foundational support. Banks should consider:

  • Forming a committee with all of the right people in the institution. To build and maintain a data-driven strategy across the bank’s ecosystem, bring in the right stakeholders involved from the very beginning. Often this includes key representatives from each discipline: marketing, IT, risk, governance, operational roles and customer service. Banks have the data: using it means staying ahead of the curve by anticipating account holders’ needs and serving them relevant, personalized messages and offers. Analyze and dig deep into your institution’s own internal data to build trends around the account holder base. Your committee should start by deciding the goals of your financial institution — and only then build data and digital strategies to get you there.
  • Helping account holders with a financial wellness program. Budgeting, saving, shifting expenses and priorities are all tactics that can help account holders get a handle on their finances and feel more secure. Tools like savings calculators can provide reassurances to financially stressed Americans and help bolster deposit accounts for FIs in a competitive deposit market.
  • Developing education, guidance and advice on market trends surrounding crypto, BNPL, EWA and P2P. Consumers are looking for clarity on these trends. Becoming an expert and offering advice to account holders is one strategy to build loyalty.
  • Analyzing account holder data for patterns of distress and proactively reaching out with new credit or deposit offers. Consumers who are feeling the pinch of financial stress may not be sure what to do about it. Get a lifeline front and center.

Optimizing the digital banking channel with both sales and service in mind. Account holders will continue to self-serve through the digital banking channel, but they’re also looking to buy products. They will surely come across convenient alternatives from competitors or other financial services — options that may not always be in their best interest. In this moment, banks should be the convenient choice consumers want — and the confident source they need. But doing so requires the bank’s digital channel to become equal parts sales and service.

Tags: account holder, BNPL, Cryptocurrency, Economic Uncertainty, Finance, Governance, Inflation, Risk

New Understanding Emerging Around Uninsured Deposits

Posted on April 14, 2023 at 12:01 am.

Written by Erin Register

In the wake of the March banking crisis, boards and management teams may want to reexamine the assumptions and modeling around their depositor base, especially when it comes to their large accounts.

An uninsured deposit is any deposit in excess of the $250,000 deposit insurance limit. In the past, deposits that were transactional or operational accounts could have been seen as “core” for a bank, helping it maintain liquidity cheaply. That view may be evolving, aided by the failure of two regional business banks and continued competition for deposits. Complicating — and accelerating — this issue is the ease of technology that large depositors can now use to move their money.

“One clear takeaway from recent events is that heavy reliance on uninsured deposits creates liquidity risks that are extremely difficult to manage, particularly in today’s environment where money can flow out of institutions with incredible speed,” said Federal Deposit Insurance Corp. Chair Martin Gruenberg in late March in written Senate testimony.

Uninsured deposit runoff led to the closures of Santa Clara, California-based Silicon Valley Bank and New York-based Signature Bank, two regional business banks. At the end of 2022, uninsured deposits were 88% of total deposits at Silicon Valley and 90% of total deposits at Signature, Gruenberg said. He added that the top 10 depositors at Silicon Valley had more than $13.3 billion in aggregate deposits.

“I’m not sure that a lot of folks gave too much thought to uninsured deposits prior to what happened over the last couple of weeks,” says Jeff Davis, managing director of Mercer Capital’s financial institutions group. “There’s always been risk that the deposits could move, it was just much more pronounced than I ever perceived.”

While concerns about the industry’s solvency seem to have abated since the apex of the crisis, banks still face a competitive funding environment. Total bank deposits were $19.2 trillion at the end of the fourth quarter 2022, down for the third consecutive quarter, according to the FDIC. Insured deposits increased during the quarter but not enough to offset the loss of large accounts.

That competition for funding showed up as the top strategic challenge bank leaders believe their organization faces this year in Bank Director’s 2023 Risk Survey; the survey was conducted in January, before the March banking crisis. Even then, 61% reported that their bank has experienced some deposit loss, with minimal to moderate impacts on their funding base; 11% said that deposit outflows had a significant impact on their funding base.

Deposit outflows, especially among uninsured accounts, has underlined the importance of bank liquidity management strategies and the need to update deposit stability modeling and assumptions. “Most banks are overestimating … their deposit value,” wrote Chris Nichols, director of capital markets for SouthState Bank, in a recent post. SouthState Bank is a unit of Winter Haven, Florida-based SouthState Corp., which has $44 billion in assets.

Banks often use a static decay analysis to calculate how long deposits will remain on the balance sheet, but Nichols believes this analysis may lead banks to overestimate the stability and value of these deposits. Instead, he recommended using models that can incorporate several economic scenarios and variables.

Neil Stanley, founder of bank deposit consultancy firm The CorePoint, agrees that static decay studies may become less accurate going forward. He argues that that historical data used in those models is less predictive, since rates were exceptionally low for the last 15 years.

“I am certainly not saying there’s no stickiness in these accounts, but I can tell you that we are going to discover what is sticky and what’s not,” he says. “Decay studies will say that a checking account has a life of eight to 10 years. On what basis? If you pay nothing on a checking account for the next two years, [do you really think] that none of those deposits will leave?”

Beyond updating deposit models, Davis says that boards and executives should incorporate hypothetical tail events and potential responses in their strategy overviews, reexamine policies that will govern any emergency liquidity actions and ensure collateral is in place to access external wholesale liquidity. They should try to get a sense of their bank’s depositor base, deposit types and the largest accounts, and should be attuned to any changes in the liquidity profile or risk since March 2020. One question he recommends directors ask are what strategies can management quickly employ in the face of an unexpected outflow of large depositors.

Already, some banks with a heavy commercial focus have published disclosures around their deposit mix. Kansas City, Missouri-based UMB Financial Corp., which has $38.5 billion in assets, has filed two updates about its deposit base ahead of its earnings release, including period-end deposits, deposits by business line, customer segments, length of relationship and estimated uninsured deposits.

Davis adds that banks may also want to educate depositors on their options and explore additional deposit coverage products, such as sweep and reciprocal accounts that can expand insurance coverage for large accounts. In Bank Director’s 2023 Risk Survey, popular liquidity management options included raising interest rates offered on deposits or borrowing from a Federal Home Loan Bank. Less popular options among respondents included raising brokered deposits, using participation loans, tightening credit standards and using incentives to entice depositors.

“There’s going to be a little bit of risk in every deposit franchise, but for the vast, vast majority of banks, it is not an existential risk,” Davis says. “It is something to be informed of and monitor.”

Tags: account holder, Deposit Insurance, deposit loss, Deposits, Federal Home Loan Bank, liquidity management, Risk Survey, SVB, uninsured deposits

3 Ways to Avoid Application Abandonment in Digital Lending

Posted on April 13, 2023 at 12:01 am.

Written by Erin Register

In business, as in life, you don’t get a second chance to make a good first impression. And that applies to digitally onboarding new account holders and borrowers.

Banks that don’t give consumers a way to quickly and seamlessly open new accounts or apply for loans online risk losing them to application abandonment. Where will those consumers go? To competitors that do offer top-notch digital experiences.

Consumers increasingly expect to open new accounts and complete loan applications online as effortlessly as signing up to use popular e-commerce sites and social media apps. If not, they may abandon their applications before they complete the onboarding process.

“Recent research indicates that unless a financial institution can open a new account or complete a new loan application in less than five minutes, the potential for the consumer to abandon the account opening increases to as much as 60% or more,” according to Jim Marous co-publisher of The Financial Brand.

The statistics tell the story:

  • 48% of consumers encountered digital friction when they tried to open accounts online.
  • 48% of consumers who experienced digital friction took their business to another bank.
  • 68% of consumers abandoned their online applications for financial services.
  • 75% of consumers who abandoned their online applications were ages 25 to 34.

High application abandonment rates cost banks new business and revenue. Despite this, most institutions still struggle to reduce those rates, or even avoid application abandonment altogether. Here are three ways to create less friction for consumers, which can lower your bank’s application abandonment rates.

1. Keep the Application Short
Consumers who encounter lengthy and complicated online application forms may be more likely to abandon their applications and seek out lenders that offer a well-designed, intuitive, and smooth application process.

Keeping potential consumers engaged requires limiting the number of pages — ideally, no more than four or five. The more time it takes people to open accounts online, the greater the chances they’ll give up. It’s crucial to ensure consumers can complete their applications on the first try because if they abandon the process, they’re unlikely to return.

2. Ensure the Site Is Quick, Responsive and Flexible
Enabling consumers to open accounts, apply for loans, pay bills or transfer funds is table stakes in today’s market. To stand out from the crowd, banks should offer an experience akin to Amazon.com. That means making the process as simple and quick as possible. The application should cut unnecessary questions and be user-friendly on various devices, especially mobile phones. Prefill onboarding forms with borrowers’ identity information from a trusted source such as a credit bureau. Doing this will cut down on manual errors and speed up the onboarding process.

3. Leverage New Technology for Ease of Use
Helping borrowers complete their online applications faster requires technology designed for ease of use. Your bank’s online application should support a variety of technologies to ensure a seamless process, such as a driver’s license scan feature and prefill options. These tactics will lower the number of keystrokes an applicant needs to make, accelerating the process.

“The difference between fully digital account opening and what has been done by banks in the past is not just handling all the steps digitally, but completely reimagining the process for a digital world,” said Marous. “This includes, but is not limited to, user experience-driven responsive design, the need for simplified staging and mobile identification verification.”

No lender wants to lose revenue to abandonment. Consumers expect fast and easy digital experiences in every part of their lives, including when it comes to online account opening and loan applications. If you’re still using manual and time-consuming online application processes, borrowers will likely abandon their applications before completing them.

Tags: account holder, Account Opening, Banking Technology, Digital Lending, onboarding process, Online Applications

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