Innovation of
Better Products
& Services

Focus on the Customer

Relationship banking has defined Regions throughout its long history. Today these relationships are the focus of Regions360, which is our commitment to put customer needs at the center of every interaction and shapes the way we meet the full range of customer needs as a team. 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 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 our customers, based on their specific needs, and helping them succeed financially by providing competitive products in a transparent and trustworthy manner.

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 digitally and showing them how to use our services on their mobile device, online, or at our ATMs.

Outlets for customers to bank their way:

• Online and mobile web applications
• Telebanking
• In-branch banking
• ATMs

Bank Your Way is designed to capitalize on opportunities that arise every day in our branches, using these opportunities to show customers more efficient and 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 more quickly and easily, such as taking the customer through the steps of depositing a check with the Regions Mobile App.

All branch associates are trained through our Build the Best Banker program to handle the full spectrum of customers’ needs, from opening an account and cashing a check, to applying for a mortgage or planning for retirement. Newly designed branches do away with teller lines and instead use private workstations to allow bankers to engage in more personal conversations with customers, including discussions about their financial goals and how Regions can help them achieve those goals.

We also invest 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 8:00 P.M. Central time on weekdays and 5:00 P.M. Central time on weekends and holidays.

Assisting Customers During COVID-19

To assist our customers during this difficult time, Regions draws from its established Customer Assistance Program and further relies on our bankers’ experience with addressing each customer’s specific needs in the face of natural disasters and market disruptions. Other COVID-19-specific efforts to assist those impacted, each of which is subject to terms and conditions, include:

• Allowing penalty-free CD withdrawals.
• Waiving standard fees for excessive withdrawals from all savings and money market accounts.
• Deferring and granting extensions on loan payments with no late fees.
• Granting extensions on payment for credit card accounts with no late fees.
• Offering consumer mortgage payment relief for 90 days and up to 180 days for certain loans.
• Suspending initiation of new repossessions of automobiles and other vehicles for 60 days.
• Suspending new residential property foreclosures on consumer real estate loans for 90 days.
• Providing an array of deposit account fee waivers, available based on customer need.
• Offering no-fee check cashing for government stimulus (economic impact) checks for both customers and non-account holders.

A New Way to Bank

Today’s customers expect to bank with us however, whenever and wherever they choose. This drives the need to provide access to traditional banking channels, including branches, ATMs, and contact centers, as well as non-traditional banking channels such as online and mobile web applications. While more and more customers prefer to do their routine banking transactions remotely through digital channels, many still want the option of talking to a banker at a branch for more complex conversations. Regardless of the channel, our goal is to ensure that every interaction exemplifies our commitment to focus on our customers and exceed their expectations.

Our bankers bring Regions360 to life every day by:

• Starting from a full and detailed view of customers’ financial needs and goals.
• Providing practical and balanced solutions to help meet those goals.
• Introducing team expertise by bringing in the right partners to help meet the full range of financial needs with a “one Bank, one team” approach.
• Offering financial advice, guidance, and education to help customers make better financial decisions.

In 2020, we introduced Regions Greenprint™—a simple way for customers to work with a banker to create, track, and meet their financial goals. Since Greenprint was launched, our bankers have completed over 800,000 custom plans for customers.

With Regions Greenprint, customers receive:

• A full and detailed view of their financial needs and goals.
• A simple, personalized plan to help achieve those goals.
• A Financial Health Score to provide a benchmark and target areas for improvement.
• Financial advice, guidance, and education to help customers make better financial decisions.

Product Lifecycle Governance

Throughout the lifecycle of any product or service we offer, there are guardrails to help ensure its soundness, quality and safety. At Regions, one of the primary mechanisms with respect to new or modified initiatives is our New Initiative Risk Assessment (NIRA) program. NIRA, which is administered by Enterprise Risk Management and reports to the NIRA Committee, is used to evaluate new, modified, and expanded products, services, strategic relationships, or new and/or innovative technology projects, as well as modification and/or expansion to existing products, services, strategic relationships, or technology projects.

In addition to the actual vetting of new initiatives, subject-matter experts in Risk Management support various business groups by attending their staff meetings and working alongside them on new initiatives.

Once a new, modified, or expanded initiative is reviewed by NIRA, it is subject to regular performance monitoring by business-level risk committees. Further, our Compliance and Internal Audit groups conduct regular compliance reviews and audits, respectively.