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Customer Interaction - The Reverse Perspective

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Written by Aiden Michaels   
Friday, 01 August 2008

A special thank you to Tim, one of our Bankwide members who has reached out and told us that the story is one of those internet rumors - It does give one pause however, and all banks should make sure their customers aren't experiencing anything like this. -Aiden

Shown below, is an actual letter that was sent to a bank by an 86 year old woman. The bank manager thought it amusing enough to have it published in the New York Times.  oldlady_thumb.jpg

 

Dear Sir:

I am writing to thank you for bouncing my check with which I endeavored to pay my plumber last month.

By my calculations, three nanoseconds must have elapsed between his presenting the check and the arrival in my account of the funds needed to honor it.

Last Updated ( Tuesday, 05 August 2008 )
 

Hedge Funds Flight to Quality

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Written by James McCallum, Sum2, LLC   
Wednesday, 04 June 2008

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Volatility in the equity markets, credit market dislocations and continued concerns about market liquidity are prompting hedge funds to seek out prime brokerage and custodial relationships with investment banks of sound financial health.

 

JP Morgan's acquisition of Bear Stearns has given hedge fund mangers pause to think about the financial health and balance sheet condition of their principal counterparties.  The potential insolvency of first tier investment banks was once unimaginable.  But the near bankruptcy of Bear Stearns due to losses in mortgage derivative and financing businesses, the persistent rumors concerning Lehman Brothers financial condition and the continued quest of Merrill Lynch, Citibank, UBS, AIG and Morgan Stanley to seek funding from Sovereign Wealth Funds to bolster capital adequacy is driving hedge funds to secure relationships with bank's that have healthy balance sheets.
Last Updated ( Saturday, 07 June 2008 )
 

Testing 1, 2, 3...New Federal Guidance on Business Continuity Planning

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Written by Ed McMurray   
Tuesday, 03 June 2008

disaster2.jpg In the wake of Hurricane Katrina and increased attention to the threat of a biological pandemic, the OCC, Federal Reserve Board, FDIC, OTS, NCUA, and FTC (the Agencies) consolidated five years of lessons learned and planning considerations into new federal guidance on effective business continuity planning.

Last Updated ( Tuesday, 03 June 2008 )
 

Online Deposit Rate Report: June 2008

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Written by Money-Rates.com   
Monday, 02 June 2008

online-deposit-rates.pngOnline bank deposit rates have increased over the last month with leading online banks like GMAC Bank, Countrywide Bank, and E-Loan Bank increasing rates on either certificates of deposit, money market accounts, savings accounts, or checking accounts. The conviction amongst economists that the Fed is likely to be finished lowering interest rates in 2008 has given banks more confidence to increase their deposit rates with the anticipation that interest rates in general are on the rise. Rates on savings accounts and money market accounts are still lingering below 4%, but are expected to begin a slow crawl back towards the 5% rates seen at the beginning of the year.

 

Online banking customers are watching with perked interest an increase in media speculation that the FDIC will close more banks in 2008. The tally of 4 banks closed this year already exceeds that of the previous three years combined, but many banking analysts feel convinced the number will climb much higher. Online banking customers are expected to begin to more closely monitor the financial health of their banking institutions as this story unfolds in 2008.

Last Updated ( Monday, 02 June 2008 )
 

Surviving the Credit Crunch: Community Banks Need To Focus on Becoming SMB Banks

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Written by James McCallum   
Wednesday, 28 May 2008

dollar_sign.jpgCommunity Banks have been profoundly affected by the current credit market difficulties.  Many will need to reposition their market focus and adopt innovative growth strategies to build its capital base and maintain profitability if it wishes to remain independent.

Community banks have confronted drastic market challenges during the not to distant past.  For example, during the 90’s community banks dominance of the small and mid-size business (SMB) market began to erode. The dynamics of the banking industry changed rapidly.  Large money center and regional banks leveraged technology, operational and balance sheet scale to provide access to inexpensive credit products bundled with cash management tools.  They were armed with huge marketing budgets and became adept at selling a growing array of transaction services that met the growing sophistication and business needs of the lucrative SMB market.

The current banking crisis forebodes yet another drastic alteration in the structure, regulatory and businesses practices of the industry.  The current banking crisis will forever alter the face and scope of community banking sector.

Last Updated ( Wednesday, 28 May 2008 )
 

Online Deposit Rate Report - April 2008

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Written by Money-Rates.com   
Sunday, 20 April 2008
online-deposit-rates.pngBank rates are continuing to feel the effect of the lowering of the Fed Funds rate by the Federal Reserve with the national average on both bank money market accounts (0.96%) and bank savings accounts (0.92%) falling below 1% for the first time in over ten years. The national average on 6-month bank CDs has dropped below 3% and now stands at 2.64%. Mortgage rates have not dropped as much as deposit rates. Freddie Mac has reported that the national average on a 15-year fixed rate mortgage currently stands at 5.40% down from 5.68% at the beginning of the year and that the average 30-year fixed rate mortgage fell from 6.07% in January to the current level of 5.88%. Many banks have reported an improved net interest margin for the first quarter of 2008 as the spread between loan rates and deposit rates widens. It is widely expected that the second quarter of 2008 will also see an improved net interest margin for many banks.

Online banks have remained aggressive in the promoting of their deposit products with several banks still offering rates of 4.00% and higher. IndyMac Bank is currently offering a 4.15% APY on their 1-year CD and Countrywide Bank is right below them on the rate charts with a 4.10% APY on their 1-year CD for deposits of $10,000 or more.  A growing number of online banks are also using old-fashioned promotional giveaways to entice new online banking customers. The promotions include “free cash” for opening a checking account with direct deposit, free iPods for opening a new checking account, and rewards programs in which online banking customers can earn frequent flyer airline miles for checking account activity.

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Last Updated ( Sunday, 20 April 2008 )
 

How equity challenged community banks can attract the attention of institutional investors.

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Written by James McCallum   
Tuesday, 15 April 2008
ImageThe banking crisis has seriously eroded the equity capital of all banks.  Community banks in particular have been hard hit.  In order to survive community banks will need need to attract equity capital from instituitional investors.  The following article outlines a suggested approach.
Last Updated ( Thursday, 22 May 2008 )
 

Mid Size Banks Are Stuck

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Written by Cornerstone Advisors   
Wednesday, 19 March 2008

New Study Challenges Bankers to Break Out of 'Static Game'

cornerstone-report.gifThe just released Cornerstone Report 2007: Benchmarks and Best Practices for Mid-Size Banks urges bankers to recognize how misaligned the industry has become and implores individual banks to break out of a "current closed loop that will go nowhere."

Although banks have become more efficient, they have done little to open up substantial sources of future revenue and growth, The Cornerstone Report states. As a result, banks have been putting in overtime to compensate for a melting net interest margin with greater efficiency. The real question, according to report authors, is how long the meltdown of both margins and expense levels can continue.

"These new realities are not what we learned in Banking 101," according to The Cornerstone Report, the sixth in an annual benchmarking series published by Cornerstone Advisors, Inc., the Scottsdale-based firm that also publishes GonzoBanker. "While bankers worked diligently to optimize the current game, the game has been changing. … For the credit gurus, bean counters and auditors who run our industry, this is downright disorienting."
Last Updated ( Thursday, 20 March 2008 )
 

State of Rates: March 2008

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Written by Money-Rates.com   
Thursday, 13 March 2008
online-deposit-rates.png Online banks have reacted strongly to the 175 points in rate cuts by the Federal Reserve with large scale reductions in rates on their checking, money market, savings, and short-term certificates of deposit products. Mid-term and longer-term CD rates have also been lowered in response to an extended bond market rally which has pushed Treasury yields to three-year lows.

The 5.00% deposit rates which were commonplace at the end of 2007 have all but evaporated with only KeyDirect and Capital One Bank currently offering 5.00% or higher yields on CDs available online to consumers nationwide. The exception to the trend of lower deposit rates is Reward Checking Accounts. This relatively new checking product - which requires online banking customer to meet certain monthly criteria before earning the tiered yield -  has seen most participating banks keep their rates at the same level as when they introduced and promoted their new checking product. Currently there are over 20 banks listed on the money-rates.com Reward Checking page with yields of 6.00% or higher.

The Federal Reserve is expected to lower another 75 to 100 points over the next two scheduled meetings in order to stimulate a struggling economy. Online banks are expected to adjust their rates in accordance, although the psychological 4.00% yield  threshold may be kept in line by many banks in order to market their deposit products more effectively.

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Last Updated ( Tuesday, 25 March 2008 )
 

Banking Forecast: Rain Ahead

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Written by Aiden Michaels   
Friday, 29 February 2008

 

empty-pockets.pngBanks report record losses (some may fail), the dollar is devalued and the Federal Reserve may offer another rate cut.

 

On the heels of the FDIC’s Quarterly Banking Profile Report for quarter 4 2007 the US Federal Reserve is considering another rate reduction, not to mention that the dollar has slumped to new lows in the Foreign Exhanges (FOREX).  Oh, did we mention that subprime was the word of the year for 2007?

 
Last Updated ( Tuesday, 18 March 2008 )
 

Geezeo Aims to Make Finances Fun

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Written by Aiden Michaels   
Friday, 29 February 2008
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geezeo.pngPart One of our Social Finance Research: What do Social Banking Sites Offer, that Banks Are Not?


What secret recipe does social finance website Geezeo (Jee-Zee-Oh) offer that attracts your customers to their site?  Why are ever increasing numbers of people leaving their bank for financial advice and turning to social networks. Bankwide interviewed co-founder of Geezeo Peter Glyman to find out.

We want to offer good sound financial tools and money management functionality
Last Updated ( Tuesday, 18 March 2008 )
 

State of Security 2007

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Written by Aiden Michaels   
Tuesday, 08 January 2008
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The War Drags On – Costly, Consuming, and No End In Sight.


Headlines sent shockwaves of paranoia and all hope seems lost.  2007 was the worst year in history.  Scared? Apparently not scared enough!  Bankwide.com takes a look at the year in data security, and it’s appalling.  The State of Security report says it all.

2007 featured headlines from two wars: a real world war in Iraq, and a virtual war in cyberspace.  This year governments set out to enforce the legislation put forth, and they did.  Companies faced extreme fines, damaged consumer opinion and severe legal penalties.

Consumers no longer expect you to protect their information, they demand it.  I have said it before, and I will say it again: In 5-10 years consumers will determine where they bank, not solely by the rate that is offered, but also by the risk of data loss. Let’s take a look back into the now infamous year, 2007, the worst year in information security’s history.

The numbers of records stolen reached staggering proportions, the cost of the breaches skyrocketed and banks are scratching their heads as to why their IT budgets have skyrocketed, in what seemingly is a compliance initiative.

This report will look at some headlines, crunch some numbers, review statistics, and hopefully you will see why the time to get serious about bank information security is now, not tomorrow.

Last Updated ( Saturday, 02 February 2008 )
 

The Changing Face of Customer Interaction

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Written by Aiden Michaels   
Tuesday, 25 September 2007

customer-interaction.jpgNew trends are emerging the financial industry, the latest and greatest is social banking (aka Social Finance).  Social Banking involves peer to peer lending and social networking for the purpose of financial planning. Why is this trend taking off at staggering rates?  Money and spending are topics that weigh on customers minds every day.  People want to talk about it, with their friends & family and decreasingly so with their bank.


In this series of articles, Bankwide will take a look at peer to peer (P2P) lending sites, financial planning social networks, and interview both banking industry analysts and the movers and shakers in the social finance industry.  

If consumers aren’t turning to your bank for financial advice, then where are they turning?  Increasing numbers are turning to a quid pro quo solution utilizing the internet as their primary resource for financial advice.  Consumers are asking advice from friends and family, even complete strangers possibly due to the commoditization of financial products.

Last Updated ( Saturday, 01 March 2008 )
 

Bank websites are not satisfying customers needs

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Written by Adira M.   
Monday, 17 September 2007

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Customers are increasingly turning away from bank websites and towards call center operators for help.

A recent survey by Transversal shows that bank's static web pages just aren't satisfying customers needs.  Thirty percent of bank web pages struggle to answer more than 2 of 10 product or service questions.

The survey also found that almost a 1/3 of banks don't allow submission of questions via email.  The banks that did offer customer support via email had an appaling time of 30 hours average response time.  After waiting the 1 day 6 hour time frame only 30% answered the inquiry successfully resulting in 70% having to follow up with the bank via telephone for clarification.
Last Updated ( Thursday, 17 January 2008 )