ABA Banking Journal - June 2012 - (Page 1)

June 2012 | ababj.com InformIng bankers for more than 100 years 30 “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 Contents features 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 | 1 http://www.ababj.com

Table of Contents for the Digital Edition of ABA Banking Journal - June 2012

ABA Banking Journal - June 2012
Contents
Chairman’s View
Editor’s Column
The Economy
Bank Notes
Picture This
ABA Community Banking: A purpose-built bank
Pass the Aspirin
Tech Topics
Science of the complaint
Top-performing community banks
Compliance Clinic
ABA Resources
Legal Issues
First Person

ABA Banking Journal - June 2012

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