Focus on the Customer

Relationship banking has defined Regions throughout its long history. Today these relationships are the focus of Regions360®, which puts customers’ needs at the center of every interaction and shapes the way we cultivate relationships. By taking a deliberate, prescriptive approach to identifying customer needs, our bankers work as a team to bring customers our best: our best thinking, our best products, our best services and our best solutions. Customers benefit from practical solutions they need and will use, and Regions benefits from broadening customer relationships that deliver long-term quality growth. Regions360 delivers shared value for customers and our Company because we are doing what is right for customers and helping them succeed financially by providing competitive products in a transparent and trustworthy manner.

A New Way to Bank

Today’s customers expect to bank with us however, whenever, and wherever they choose. This drives the need for us to provide a diverse set of traditional banking channels, including branches, automated teller machines (ATMs) and call centers, as well as nontraditional banking channels like online and mobile web applications. While more and more customers prefer to do their banking remotely through digital channels, many still want the option of talking to a banker at a branch, especially for more complex needs, such as financial advice and loans. Regardless of the channel, our goal is to ensure that every interaction exemplifies our value to focus on your customer and exceed their expectations.

To adapt to this broader array of banking options, all of our branch associates are trained through our Build the Best Banker program to handle the full spectrum of customers’ needs and help them with a range of transactions, from opening an account and cashing a check, to applying for a mortgage and retirement planning. Our newly designed branches do away with the teller lines and instead use private workstations to allow bankers to engage in more personal conversations with customers, including discussions about their life and financial goals and how Regions can help them meet those goals.

We are also investing in video banking ATMs. Through these ATMs, customers throughout our footprint can interact with a live banker. Not only can customers complete more complex transactions through this service, but it also extends our banking hours, with video bankers available until 9 P.M. ET during the week and 6 P.M. ET on weekends.

BANK YOUR WAY

In 2019, we launched Bank Your Way, a new approach aimed at making banking easier for our customers and ensuring that they know about the services and options available to them. Bank Your Way focuses on bankers educating customers — both new and existing — about what we offer and showing them how to use our services on their mobile device, online, or at our ATMs. It is designed to capitalize on opportunities that come up every day in our branches and to use those opportunities to add additional value to customers’ relationships by showing them faster and more convenient ways to meet their needs. For example, instead of simply offering to process a transaction request for a customer, our bankers will show the customer options on how to handle those types of transactions faster and easier, such as taking the customer through the steps of depositing a check with the Regions Mobile App.