Regions360
Regions is a relationship bank, and Regions360 shapes the way we approach cultivating relationships with our customers. By taking a deliberate, prescriptive approach to identifying customer needs, our bankers work as a team to deliver all Regions has in meeting customers' needs. Customers benefit from practical solutions that 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're doing what is right for the customer and helping them succeed financially.
Our bankers bring Regions360 to life every day by:
- Identifying customers' financial goals and needs through quality conversations and 360 reviews;
- Providing practical and balanced solutions to help meet those goals;
- Offering financial advice and guidance to help customers make better financial decisions;
- Introducing expertise by bringing in the right bank partners to help meet complex needs with a one bank, one team approach; and,
- Offering customers the best client experience possible through relationship teams who are committed and engaged.
Service quality
"Focus on the Customer" is one of our core values and it serves as the foundation for how we ensure customers have an exceptional experience at Regions. Our first question is always "what is best for the customer?" This approach drives the way we think, how we treat each other and the type of service we provide. By consistently providing superior customer service, we strengthen loyalty and deliver a better customer experience.
We have several programs in place to gather feedback from customers and measure our success in how we serve them. Our efforts around the customer experience are based on four elements:
- Success – Making sure our customers can accomplish their banking needs.
- Effort – Ensuring that our customers can meet their goals using any delivery channel we offer, as easily as possible.
- Emotion – Treating customers in such a way that they feel good about their relationship with Regions.
- Passion – Employing people who are passionate about helping our customers meet their financial needs.
We work together to ensure that quality service is engrained in our culture through:
- Voice of the Customer programs designed to gather the opinions and thoughts of our customers, which helps us measure and hold associates accountable for our service;
- Managers who are focused on and constantly monitoring the service we provide and providing daily service quality coaching to associates;
- A team of associates from across the bank that is charged with ensuring we are maintaining focus on the customer experience and our strategic priorities; and,
- Managers who continually review our processes to make sure we maximize the customer experience at every opportunity.
By offering a truly differentiated experience at every opportunity, Regions creates shared value for our customers and communities, which in turn benefits our company, our associates and our shareholders.
Fair and Responsible Banking
Our core value "Focus on Your Customer" keeps us constantly looking for ways to improve our service and to ensure we treat all customers fairly and consistently. Our commitment to stay true to this value provides a solid foundation for delivering products and services in a clear, fair and responsible manner to every customer.
Our goal is to lead the industry in fair and responsible banking, and every associate plays a part in ensuring we provide the best possible service and financial guidance. We ask our associates to take ownership of customer problems, to find resolutions and to use Regions' values and mission as a guide in strengthening their relationships with customers.
When we succeed in delivering fair and responsible banking services, we help create shared value for our customers, associates, shareholders and communities.
Regions' Fair and Responsible Banking Objectives
- Inform customers about products and services that meet their needs and give them the information they need to use these solutions appropriately.
- Share product communications and disclosures in a clear, transparent way.
- Deliver financial education to customers and communities.
- Improve customer satisfaction and loyalty through fair and responsible banking practices.
- Comply with all regulations and laws related to fair and responsible banking, including Fair Lending and Unfair, Deceptive or Abusive Acts or Practices (UDAAP).
Regions has developed customer clarity documents, in both English and Spanish, to tell customers in plain language about our products and services. These Regions Quick Guides® support our Regions Simplicity Pledge®, which is our commitment to providing customers with the information they need to make good financial decisions and to understand how their accounts and services work.
Regions also monitors feedback and complaints from customers to help improve the customer experience and support our commitment to fair and responsible banking. Each customer's voice is important to help us identify ways to improve our service and make life better in our communities.
Financial Education
Regions understands that offering financial education and guidance to customers and our communities has a positive, long-term impact on financial stability. Providing a variety of financial education resources in branches, online, via an app and through community involvement helps Regions meet customers' unique needs, build trust and create shared value. It's one of many ways Regions associates live our mission and values every day.
Insights by Regions on regions.com offers articles, calculators, checklists, videos and more to help customers and others increase financial confidence in every area of money management. Regions also provides free online financial education courses to customers through a partnership with EverFi, a leading education technology company. The online courses cover topics that impact our customers' financial lives, from the basics of saving and investments to understanding credit scores and identity protection.
