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An industry lawyer predicts enforcement actions against banks that allowed automatic withdrawals against their customers' expressed wishes.
March 12 -
JPMorgan Chase on Tuesday convened its top executives to discuss its growth strategies. Expansion will be hard as it cuts 17,000 jobs over two years, wrestles with new regulations and rethinks branching.
February 26 -
After 10 years of helping to build up expectations at PNC, Bill Demchak will have to surpass them after he becomes CEO this spring.
February 20
The future of retail banking has rarely been murkier — and predicting it has rarely been more important for banks.
The economy and new regulations have made it increasingly difficult for banks to turn a profit from the old bread-and-butter business of taking deposits and lending money. At the same time, competition for this business is mounting. In recent weeks, banks of all sizes have tried to rethink their branch strategy, their staffing costs, their technology offerings and their alternate sources of consumer banking revenue.
"New regulation and … low interest rates have forced a change in the profit model for retail banks," Bill Demchak, the president and
"In the new normal, we need to look at all of our customer relationships to improve profitability by cross-selling our diverse product mix, increasing share of wallet and where appropriate, redefining the fair value exchange with our customers. Think about that in the retail space as repricing retail," he added.
Demchak will be one of several senior executives gathering in Carlsbad, Calif., this week for SourceMedia's annual
At both gatherings, senior retail executives are wrestling with many of the thorniest questions facing bankers today. Here are five questions they should ask.
1. How many branches should we close?
Banks including Citigroup (NYSE:C), PNC and SunTrust Banks (STI) are accelerating their branch closures, as they try to cut costs and rethink how to best compete for deposits. Demchak last week said PNC plans
At Citigroup, CEO Michael Corbat in December
2. How many new branches should we build?
Even as some banks close some brick-and-mortar locations, they are building others elsewhere. JPMorgan Chase last month
"We realize that how customers are using banks is changing," he said.
3. How many more people should we lay off?
JPMorgan Chase last month became the latest industry player to announce a sweeping round of layoffs; the country's largest banking company will eliminate some 17,000 jobs over the next two years, as it scales down its mortgage servicing operations and rethinks staffing levels in its consumer bank unit. Citigroup in December announced 11,000 layoffs, and other banks are also cutting back.
Some layoffs are stemming from branch closures or improved technology, which to some extent can replace human tellers. Mortgage divisions are tightening their belts; as the refinance boom tapers off and the worst of the foreclosure crisis eases, many banks are cutting back on their servicing staffs. In February, Wells Fargo (WFC) decided to terminate a mortgage joint venture with Edward Jones, and
4. How much revenue can we get from offering mobile and online technology?
Banks large and small are racing to offer their customers mobile banking, smartphone apps, tablet apps and services including mobile deposit of checks and bill payment. Bank of America (BAC), JPMorgan and other large banks
"We're now seeing customers choose to deposit checks using mobile technology 10,000 times a day, which saves us about $3.88 per transaction versus a deposit at the teller window. It is millions of dollars a year in difference," PNC's Demchak said last week.
Some bankers are looking at mobile technology as an opportunity to do more than just cut costs. U.S. Bancorp (USB) already charges 50 cents per mobile check deposit, and last week Demchak publicly mulled bringing in more revenue by instituting a similar fee at PNC.
"If I charged you some money for that, 25 cents, would you still do it rather than go stand in a teller line? I would," he said. "We are in a mind-set where we did it for convenience to save costs and we didn't think about the mind-set that we're providing a value-added service to consumers, and that's a change inside of retail that we and the rest of the industry need to focus on as we go through this emerging technology and what we are providing to consumers that they value. We need to focus on that going forward."
5. What are the future sources of revenue?
Cutting costs is not enough; banks also need to offset the low margins they are making from traditional lending and the regulations that have cut into some traditional sources of fee income, including debit and credit card fees. Many banks are
Some banks have a rosier outlook on other types of loan growth; Regions Financial (RF) said last week that it is expecting single-digit growth in credit cards, indirect auto lending and C&I lending to upper middle market companies. But more aggressive lending can also expose banks to bigger risks, and some industry members, including U.S. Bancorp CEO Richard Davis, are warning about "
Bigger banks also have to worry about increasing competition for