June 2012 | ababj.com
InformIng bankers for more than 100 years
“It is critically important that institutions self-identify issues now. That’s less risky than waiting for regulators to identify them”
— Amy Brachio, Ernst & Young
30 | COVER STORY Science of the complaint
“My bank stinks.” When a routine customer beef can be broadcast instantly on Twitter, and the Consumer Financial Protection Bureau expects your bank to be on it, it’s clear the world of consumer complaints has changed. Bankers are rethinking everything from reporting to what a “complaint” is.
36 | Top-performing community banks
Banks under $1 billion face rising compliance costs, but many turned in strong 2011 results—especially ag banks. Rankings in four subdivisions plus analysis.
16 | ABA COMMUNITY BANKING A purpose-built bank
Gourmet coffee and fresh-baked cookies in every lobby, and a drive-through strategy that’s straight out of McDonald’s. But look deeper at Jim Gibson’s Integrity Bank, and you’ll see he really wants to supersize ROE.
JUNE 2012 | aba bankIng JoUrnaL |
Table of Contents for the Digital Edition of ABA Banking Journal - June 2012