+--------------+-------------------------------------------------------+
| ![           | Federal Deposit Insurance Corporation                 |
| ](media/imag |                                                       |
| e1.png){widt | **Survey of Banks' Efforts to Serve the Unbanked &    |
| h="1.5805555 | Underbanked**                                         |
| 555555555in" |                                                       |
| height       |                                                       |
| ="0.61041666 |                                                       |
| 66666667in"} |                                                       |
+--------------+-------------------------------------------------------+

+-----------------------------------+-----------------------------------+
| ##  {#section .unnumbered}        | # *Ple                            |
|                                   | ase mark any edits here* {#please |
|                                   | -mark-any-edits-here .unnumbered} |
|                                   |                                   |
|                                   | ## Bank Name                      |
|                                   | :        {#bank-name .unnumbered} |
|                                   |                                   |
|                                   | ## Bank Holding Company:       {# |
|                                   | bank-holding-company .unnumbered} |
|                                   |                                   |
|                                   | ## Assets (a                      |
|                                   | s of Dec. 31, 2007)       {#asset |
|                                   | s-as-of-dec.-31-2007 .unnumbered} |
|                                   |                                   |
|                                   | ## Number of Deposi               |
|                                   | t Branches (as reported on June 3 |
|                                   | 0, 2007 Summary of Deposits (Non  |
|                                   | OTS-supervised institutions) or B |
|                                   | ranch Office Survey (OTS-supervis |
|                                   | ed institutions)):       {#number |
|                                   | -of-deposit-branches-as-reported- |
|                                   | on-june-30-2007-summary-of-deposi |
|                                   | ts-non-ots-supervised-institution |
|                                   | s-or-branch-office-survey-ots-sup |
|                                   | ervised-institutions .unnumbered} |
|                                   |                                   |
|                                   | ##                                |
|                                   | Full-Service (Brick and Mortar) O |
|                                   | ffices:       {#full-service-bric |
|                                   | k-and-mortar-offices .unnumbered} |
|                                   |                                   |
|                                   | #                                 |
|                                   | # Full Service Retail (In-Store)  |
|                                   | Offices:       {#full-service-ret |
|                                   | ail-in-store-offices .unnumbered} |
|                                   |                                   |
|                                   | ## Limited Servi                  |
|                                   | ce Offices (Drive-thru facilities |
|                                   | , mobile or seasonal offices, mil |
|                                   | itary facilities):       {#limite |
|                                   | d-service-offices-drive-thru-faci |
|                                   | lities-mobile-or-seasonal-offices |
|                                   | -military-facilities .unnumbered} |
|                                   |                                   |
|                                   | ## Other offices:                 |
|                                   |      {#other-offices .unnumbered} |
|                                   |                                   |
|                                   | ## Respondent Name:               |
|                                   |    {#respondent-name .unnumbered} |
|                                   |                                   |
|                                   | ## Respondent Title:              |
|                                   |   {#respondent-title .unnumbered} |
|                                   |                                   |
|                                   | ## Addr                           |
|                                   | ess:       {#address .unnumbered} |
|                                   |                                   |
|                                   | ##       {#section-1 .unnumbered} |
|                                   |                                   |
|                                   | ##       {#section-2 .unnumbered} |
|                                   |                                   |
|                                   | ## Telephone Number:              |
|                                   |   {#telephone-number .unnumbered} |
+-----------------------------------+-----------------------------------+
| #  {#section-3 .unnumbered}       | #  {#section-4 .unnumbered}       |
+-----------------------------------+-----------------------------------+

# *Please return completed survey by June 6^th^ to:* {#please-return-completed-survey-by-june-6th-to .unnumbered}

# <FDICsurvey@doveconsulting.com> Dove Consulting, 2 Atlantic Ave., Boston, MA 02110 {#fdicsurveydoveconsulting.com-dove-consulting-2-atlantic-ave.-boston-ma-02110 .unnumbered}

\(617\) 482-2100 (telephone) / (617) 482-1470 (fax)

www.doveconsulting.com

**PUBLIC BURDEN STATEMENT**

> This survey collects information to fulfill a mandate in Section 7 of
> the Federal Deposit Insurance Reform Conforming Amendments Act of 2005
> (Pub. L, 109-173) that the FDIC conduct ongoing surveys and submit
> periodic reports to Congress on efforts by insured depository
> institutions to bring unbanked and underbanked individuals into the
> conventional finance system.  The FDIC believes this survey takes an
> average 290 minutes per response to complete.  Send comments regarding
> the estimate or any other aspect of this form, including suggestions
> for reducing completion time, to the Office of Management and Budget,
> OIRA, Washington, D.C. 20503, or the Paperwork Clearance Officer,
> FDIC, 550 17^th^ Street, N.W., Washington, D.C. 20429. An agency may
> not conduct or sponsor, and a person is not required to respond to, a
> collection of information unless it displays a currently valid OMB
> control number.
>
> **CONFIDENTIALITY NOTICE**
>
> Any information you provide will be strictly confidential. Individual
> responses to the survey will not be shared with the public or the
> industry. The FDIC will be informed of your bank's participation, but
> your responses will only be used in the aggregate with responses from
> other banks to ensure the confidentiality of your submission.

**SURVEY CONTACTS AND ASSISTANCE**

> If you have any questions or concerns about the survey, please call:
>
> **Ed Bachelder** at (617) 753-9223 or FDIC contacts:
>
> **Barbara A. Ryan**, Deputy to the Vice Chairman, (202) 898-3841
>
> **Angelisa M. Harris**, Senior Community Affairs Specialist, Division
> of Supervision & Consumer Protection, (202) 898-6645
>
> **Yazmin E. Osaki**, Special Assistant to the Deputy to the Vice
> Chairman, (202) 898-6553

**SURVEY INSTRUCTIONS**

> Your bank has been selected for the FDIC Survey of Banks' Efforts to
> Serve the Unbanked & Underbanked. The FDIC would appreciate your
> confidential participation in this important effort.
>
> We have provided a few guidelines to help you complete this survey
> below:

1.  Please review all of the survey sections first to best assess the
    effort and input that your bank will require to complete the survey.
    FDIC ran a Pilot Test of the survey in November 2007 and most
    participating banks found that they required the input of several
    groups or departments within their bank to successfully complete all
    of the questions.

2.  Please provide all responses for your bank on one copy of the survey
    (either in hard-copy or electronic form). However, *if policies,
    product & service offerings, and/or pricing structures vary
    significantly across your retail bank operations, please complete a
    separate survey form for each entity. To limit the effort needed to
    participate, large banking organizations do not need to fill out
    more than three surveys.*

3.  For an electronic MS-Word version of the survey please email Ed
    Bachelder at
    [[ebachelder@doveconsulting.com]{.underline}](mailto:ebachelder@doveconsulting.com).

4.  Please return your completed survey to Dove Consulting in the
    business reply envelope provided, fax it to 617-482-1470, or email
    it to <FDICsurvey@doveconsulting.com>.

> **Important:**

+------------+---------------------------------------------------------+
| ![](media/ | > For additional survey forms or assistance please      |
| image2.wmf | > contact Ed Bachelder at (617) 753-9223 or             |
| ){width="0 | > <ebachelder@doveconsulting.com>                       |
| .545833333 |                                                         |
| 3333333in" |                                                         |
| height="0. |                                                         |
| 5847222222 |                                                         |
| 222223in"} |                                                         |
+------------+---------------------------------------------------------+
| ![](media/ | > Please return your completed survey by **June 6^th^,  |
| image3.wmf | > 2008**                                                |
| ){width="0 |                                                         |
| .590277777 |                                                         |
| 7777778in" |                                                         |
| height="0. |                                                         |
| 5847222222 |                                                         |
| 222223in"} |                                                         |
+------------+---------------------------------------------------------+

**SURVEY TERMS & DEFINITIONS**

  ----------------- -----------------------------------------------------
  **Term**          **Definition**

  Bank              An FDIC-insured financial institution (bank or
                    thrift)

  Bank Footprint    Census tracts in the bank's current CRA evaluation
                    area

  Conventional      Checking, NOW, DDA, MMDA
  Checking Account  

  Debit Card        Card linked to a transaction account

  Established       An individual who has had a deposit account for more
  Customer          than 30 days

  Full-Service      SOD office service type code 11 (not reported in the
  (Brick and        Branch Office Survey (OTS-supervised institutions);
  Mortar) Offices   see fdic.gov/sod/pdf/SOD_2007_Instructions.pdf)

  Full-Service      SOD office service type code 12 (not reported in the
  Retail (In store) Branch Office Survey (OTS-supervised institutions);
  Offices           see fdic.gov/sod/pdf/SOD_2007_Instructions.pdf)

  Limited Service   SOD office service type codes 22, 23, and 29 (not
  Offices           reported in the Branch Office Survey (OTS-supervised
                    institutions); see
                    fdic.gov/sod/pdf/SOD_2007_Instructions.pdf)

  Low and Moderate  Low income: Income equal to or less than 50% of the
  Income (LMI)      median income of the local metropolitan area (MSA) or
                    appropriately defined rural area\
                    Moderate income: Income from 50% to 80% of the median
                    income of the local metropolitan area (MSA) or
                    appropriately defined rural area

  Non-Customer      An individual who does not have a deposit account or
                    credit relationship with your bank

  Number of Deposit As of June 30, 2007, as reported in the Summary of
  Branches          Deposits (SOD) submitted to the FDIC or in the Branch
                    Office Survey (reported to the OTS by OTS-supervised
                    institutions)

  Other offices     SOD office service type codes 13, 21, and 30 (not
  reported on the   reported in the Branch Office Survey (OTS-supervised
  Summary of        institutions); see
  Deposits          fdic.gov/sod/pdf/SOD_2007_Instructions.pdf)

  Prepaid Card      Not linked to a transaction account. Money can be
                    loaded onto the card. Excludes gift cards

  Savings Account   Statement savings, Passbook, Certificates of Deposit,
                    etc.

  Unbanked          Individuals who do not have an account with a
                    depository institution (a commercial bank, savings
                    institution or credit union) or a transaction account
                    with a money market mutual fund or brokerage firm

  Underbanked       Individuals who have a deposit account but also rely
                    on alternative non-bank financial service providers
                    (such as check cashing firms or payday lenders) for
                    transaction or credit services
  ----------------- -----------------------------------------------------

#  RETAIL BANK INFORMATION

## Please provide the following information related to consumer accounts/cards as of December 31, 2007:

### Number of conventional transaction accounts (e.g., checking, DDA, NOW, MMDA):.................................................. **     **

### Number of non-transaction savings accounts:....................................... **     **

### Number of entry deposit accounts\* designed for individuals not qualified for conventional accounts:..............................\... **     **

### Number of debit cards issued and active:..........................................\... **     **

### Number of prepaid cards issued and active:.......................................\... **     **

### Number of credit cards issued and outstanding:.................................... **     **

## Number of ATMs operated by your bank. Please indicate approximate numbers of ATMs by location and functionality:

+-------------+--------+------+------------------------------+--------+
| ## [L       | ##     | ##   | ##                           | ## [N  |
| ocation]{.u | [Numbe | {#se | [Functionality]{.underline}  | umber] |
| nderline} { | r]{.un | ctio | {#functionality .unnumbered} | {.unde |
| #location . | derlin | n-5  |                              | rline} |
| unnumbered} | e} {#n | .unn |                              |  {#num |
|             | umber  | umbe |                              | ber-1  |
|             | .unnum | red} |                              | .unnum |
|             | bered} |      |                              | bered} |
+-------------+--------+------+------------------------------+--------+
| ## I        | ##     | ##   | ## Basic c                   | ##     |
| nside LMI t |        | {#se | ash dispense only........... |        |
| racts...... | {#sect | ctio | ................ {#basic-cas | {#sect |
|  {#inside-l | ion-6  | n-7  | h-dispense-only .unnumbered} | ion-8  |
| mi-tracts . | .unnum | .unn |                              | .unnum |
| unnumbered} | bered} | umbe |                              | bered} |
|             |        | red} |                              |        |
+-------------+--------+------+------------------------------+--------+
| ## Ou       | ##     | #    | ## Basic                     | ##     |
| tside LMI t |        | #  { |  cash dispense [and]{.underl |      { |
| racts.... { | {#sect | #sec | ine} deposit acceptance... { | #secti |
| #outside-lm | ion-9  | tion | #basic-cash-dispense-and-dep | on-11  |
| i-tracts. . | .unnum | -10  | osit-acceptance .unnumbered} | .unnum |
| unnumbered} | bered} | .unn |                              | bered} |
|             |        | umbe |                              |        |
|             |        | red} |                              |        |
+-------------+--------+------+------------------------------+--------+
| ##  {#s     | ##  {  | #    | ## A                         | ##  {  |
| ection-12 . | #secti | #  { | dvanced functionality with b | #secti |
| unnumbered} | on-13  | #sec | ill payment and/or automated | on-15  |
|             | .unnum | tion |  money order and/or prepaid  | .unnum |
|             | bered} | -14  | card.... {#advanced-function | bered} |
|             |        | .unn | ality-with-bill-payment-ando |        |
|             |        | umbe | r-automated-money-order-ando | ##     |
|             |        | red} | r-prepaid-card. .unnumbered} |      { |
|             |        |      |                              | #secti |
|             |        |      |                              | on-16  |
|             |        |      |                              | .unnum |
|             |        |      |                              | bered} |
+-------------+--------+------+------------------------------+--------+
| ## Tot      | ##     | ##   | ## Total ATMs                | ##     |
| al ATMs {#t |      { |  = { |  {#total-atms-1 .unnumbered} |      { |
| otal-atms . | #secti | #sec |                              | #secti |
| unnumbered} | on-17  | tion |                              | on-19  |
|             | .unnum | -18  |                              | .unnum |
|             | bered} | .unn |                              | bered} |
|             |        | umbe |                              |        |
|             |        | red} |                              |        |
+-------------+--------+------+------------------------------+--------+

> \* "Entry deposit accounts" may include limited features designed to
> serve individuals with insufficient financial history or derogatory
> data in ChexSystems, or similar third-party screen, needed for a
> conventional transaction account.

#  EDUCATION & OUTREACH

## Does your bank perceive that there are unbanked or underbanked populations in your market area?

##  Yes  No  Don't know {#yes-no-dont-know .unnumbered}

## Does your bank provide financial education materials (i.e. brochures, content on a website, etc.) aimed at the unbanked and/or underbanked on the following topics? Mark all that apply.

+------------------------------------+----------------+----------------+
| **Financial Education Materials**  | **For          | **For          |
|                                    | Unbanked**     | Underbanked**  |
+------------------------------------+----------------+----------------+
| Basic Banking (Deposit and Credit  |                |                |
| Pro                                |                |                |
| ducts)............................ |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+
| Predatory /Abusive Lending         |                |                |
| Prevention..                       |                |                |
| .................................. |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+
| Savings                            |                |                |
| Prog                               |                |                |
| rams.............................. |                |                |
| .................................. |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+
| Home Ownership/Mortgage            |                |                |
| Products.....                      |                |                |
| .................................. |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+
| Credit                             |                |                |
| Counsel                            |                |                |
| ing............................... |                |                |
| .................................. |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+
| Other                              |                |                |
| (Explain)                          |                |                |
| .................................. |                |                |
| .................................. |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+
| Bank does not provide financial    |                |                |
| educational materials for          |                |                |
|                                    |                |                |
| This population (Skip to II.B.3    |                |                |
| below).......                      |                |                |
| .................................. |                |                |
| ......                             |                |                |
| ..............................\... |                |                |
+------------------------------------+----------------+----------------+

### Please describe the types of materials provided for:

> a\) Unbanked:
>
> **     **
>
> b\) Underbanked:
>
> **     **

### Have the financial education materials helped to **establish banking relationships** with: 

> a\) Unbanked individuals?\...\...\...\.... Yes......\... No..........
> Have not evaluated
>
> b\) Underbanked individuals?\...\..... Yes......\... No.......... Have
> not evaluated

### Does your bank **participate in education or outreach efforts** with any organizations that could bring unbanked or underbanked individuals into the conventional banking system and/or reduce the use of non-bank financial services providers for unbanked individuals? *Examples may include: employers who use payroll cards, government entities that use electronic benefit transfer (EBT) or prepaid cards, faith-based groups that provide cash assistance, etc.*  Yes  No

#### If yes, please describe.

> **     **

## Does your bank teach (either directly or through a third-party) financial literacy and education sessions, such as classes or workshops, that target unbanked and/or underbanked individuals? Check all that apply. 

#  Yes, at bank facilities  Yes, at off-premise locations  No  {#yes-at-bank-facilities-yes-at-off-premise-locations-no .unnumbered}

## 1. ***If yes, for how long has your bank been providing the sessions?*** **     ** **Years (Mark 0 if don't know)** {#if-yes-for-how-long-has-your-bank-been-providing-the-sessions-years-mark-0-if-dont-know .unnumbered}

### 2. If yes, mark all types of sessions that your bank provides: {#if-yes-mark-all-types-of-sessions-that-your-bank-provides .unnumbered}

##  Basic Banking (Deposit and Credit Products)  Home Ownership/Mortgage Products {#basic-banking-deposit-and-credit-products-home-ownershipmortgage-products .unnumbered}

##  Predatory /Abusive Lending Prevention  Credit Counseling {#predatory-abusive-lending-prevention-credit-counseling .unnumbered}

##  Savings Programs  Other:       {#savings-programs-other .unnumbered}

## Did your bank conduct off-premise financial education outreach visits targeted toward the unbanked or underbanked during calendar year 2007?  Yes  No

### Please indicate which locations your bank has visited for outreach sessions: 

##  High Schools  Employer Sites  Public Gatherings/Fairs {#high-schools-employer-sites-public-gatheringsfairs .unnumbered}

##  Local/State Government Sites  Community--based Organizations  {#localstate-government-sites-communitybased-organizations .unnumbered}

##  Vocational Schools/Colleges  Military Installations  Other:       {#vocational-schoolscolleges-military-installations-other .unnumbered}

## Does the bank work with corporate or business customers to provide services for their unbanked employees? 

##  Yes  No {#yes-no .unnumbered}

### If yes, does the bank offer payroll cards?  Yes  No

#### If yes, how many payroll cards has the bank issued during the year 2007?      

#### Describe the features and fees associated with this card (if any).

> **     **

## Does the bank use targeted marketing (e.g., meetings with large employers, mailings, etc.) to reach unbanked and/or underbanked individuals?  Yes  No

### If yes, are there particular segments of the unbanked and/or underbanked population your bank is targeting? 

##  Yes  No {#yes-no-1 .unnumbered}

### If yes, which segments? Mark all that apply.

  -------------------- ----------------------- ------------------------------
  Working poor         Consumers on public     Post disaster assistance
                       assistance              

  Urban residents      Rural residents         Immigrants

  African-Americans    Hispanic-Americans      Asian-Americans

  Other: **     **                             
  -------------------- ----------------------- ------------------------------

## Does the bank have any [other]{.underline} outreach and education programs to encourage unbanked or underbanked consumers to open an account?  Yes  No If yes, please describe.

### **     **  {#section-20 .unnumbered}

## What are the three most effective types of financial education, outreach, and marketing programs that your bank has used to help establish account relationships with unbanked and/or underbanked individuals? Please rank 1 to 3, where 1 = most effective, 2 = second most effective, and 3 = third most effective.

+-----+-------------------------+-------------------------------------+
| ##  | ## Programs             | ## Advantages/Disadvantages {#a     |
| Ran | {#programs .unnumbered} | dvantagesdisadvantages .unnumbered} |
| kin |                         |                                     |
| g { |                         |                                     |
| #ra |                         |                                     |
| nki |                         |                                     |
| ng  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+
| ##  | ## Finan                | ##       {#section-22 .unnumbered}  |
|   { | cial Education Material |                                     |
| #se | s {#financial-education |                                     |
| cti | -materials .unnumbered} |                                     |
| on- |                         |                                     |
| 21  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+
| ##  | ##                      | ##       {#section-24 .unnumbered}  |
|   { | Providing Financial Edu |                                     |
| #se | cation Sessions {#provi |                                     |
| cti | ding-financial-educatio |                                     |
| on- | n-sessions .unnumbered} |                                     |
| 23  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+
| ##  | ## O                    | ##       {#section-26 .unnumbered}  |
|   { | utreach Visits  {#outre |                                     |
| #se | ach-visits .unnumbered} |                                     |
| cti |                         |                                     |
| on- |                         |                                     |
| 25  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+
| ##  | ## Participation in Ot  | ##       {#section-28 .unnumbered}  |
|   { | her Organizations {#par |                                     |
| #se | ticipation-in-other-org |                                     |
| cti | anizations .unnumbered} |                                     |
| on- |                         |                                     |
| 27  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+
| ##  | ## Targete              | ##       {#section-30 .unnumbered}  |
|   { | d Marketing  {#targeted |                                     |
| #se | -marketing .unnumbered} |                                     |
| cti |                         |                                     |
| on- |                         |                                     |
| 29  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+
| ##  | ## Other:               | ##       {#section-32 .unnumbered}  |
|   { |    {#other .unnumbered} |                                     |
| #se |                         |                                     |
| cti |                         |                                     |
| on- |                         |                                     |
| 31  |                         |                                     |
| .un |                         |                                     |
| num |                         |                                     |
| ber |                         |                                     |
| ed} |                         |                                     |
+-----+-------------------------+-------------------------------------+

## Has your bank identified expanding services to unbanked and underbanked individuals in your market area as a priority in your bank's business strategy?  Yes  No  Don't know

## Has your bank conducted research on unbanked or underbanked consumers in your CRA assessment area?  Yes  No  Don't know

### If yes, please summarize this research. 

### **     **  {#section-33 .unnumbered}

## What are three activities that banks could do, in general, that would be most effective in bringing unbanked individuals and families into the conventional banking system? 

### **     **

### **     **

### **     **

## What challenges does your organization face in serving or targeting unbanked and underbanked individuals? Please rank order by importance, where 1 = greatest challenge, 2 = second greatest challenge, etc.

##  Profitability issues  Competition from alternative service providers  {#profitability-issues-competition-from-alternative-service-providers .unnumbered}

##  Unfamiliar with this population  High cost of customer acquisition {#unfamiliar-with-this-population-high-cost-of-customer-acquisition .unnumbered}

##  Internal challenges  Regulatory barriers related to customer identification {#internal-challenges-regulatory-barriers-related-to-customer-identification .unnumbered}

##  Fraud concerns  Other:       {#fraud-concerns-other .unnumbered}

## Does your bank perceive any regulatory impediments to providing/developing specialized products and services for unbanked or underbanked consumers?  Yes  No 

### If yes, please describe.

> **     **

# RETAIL BRANCH INFORMATION 

## Does your bank offer extended, non-traditional evening and/or weekend hours at any of your bank's locations?  Yes  No If yes, check all that apply, and indicate typical hours:

  ----------------------- ----------------- -------------- ---------------
  **Branch Type**         **Extended        **Saturday     **Sunday
                          Weekday Evening   Afternoon      Hours**
                          Hours (After 5    Hours (After 1 
                          pm)**             pm)**          

  Full Service Brick and  Until **     **   Until          Hours **     **
  Mortar Branches         pm                **     ** pm   to **     **

  Full Service Retail     Until **     **   Until          Hours **     **
  (In-store) Branches     pm                **     ** pm   to **     **

  Limited Service         Until **     **   Until          Hours **     **
  Branches                pm                **     ** pm   to **     **
  ----------------------- ----------------- -------------- ---------------

## What languages, other than English, does your branch staff use to interact with customers? 

###  Spanish  Chinese  Vietnamese  {#spanish-chinese-vietnamese .unnumbered}

###  Korean  Tagalog  Other: **     ** {#korean-tagalog-other .unnumbered}

## Has the bank modified its retail operations over the past five years to make it easier or more welcoming or convenient for unbanked or underbanked consumers to take advantage of its services?  Yes  No

### If yes, which approaches has the bank pursued? (Check all that apply)

###  Extended banking hours  Non-traditional locations (community centers, supermarkets, etc.) {#extended-banking-hours-non-traditional-locations-community-centers-supermarkets-etc. .unnumbered}

###  New branch located in LMI area  Innovative branch formats/designs (e.g. more casual lobby décor) {#new-branch-located-in-lmi-area-innovative-branch-formatsdesigns-e.g.-more-casual-lobby-décor .unnumbered}

###  Internet or mobile banking  External ATMs (walk-up and through the wall)  {#internet-or-mobile-banking-external-atms-walk-up-and-through-the-wall .unnumbered}

###  Off-Premise ATMs  Other: **     ** {#off-premise-atms-other .unnumbered}

### If yes, please describe what you have done.

> **     **

## Please indicate efforts your bank makes as part of its branch strategy to serve the unbanked and underbanked in your market areas:

###  Check cashing  Money orders  Kiosks for check cashing  {#check-cashing-money-orders-kiosks-for-check-cashing .unnumbered}

###  Bill payment services  Prepaid card issuance and reloading  Other: **     ** {#bill-payment-services-prepaid-card-issuance-and-reloading-other .unnumbered}

#  SERVICES PROVIDED TO NON-CUSTOMERS 

## If an individual does not have an account relationship with the bank, will the bank typically cash the following types of checks? 

  ----------------------------- ----------------- ----------- ---------------
  **Type of Check**             **Cash Check for  **If Yes:** 
                                Non-Customer?**               

                                                  Is a Fee    ***Typical***
                                                  Charged?    fee per check
                                                              cashed by
                                                              non-customers
                                                              *Please
                                                              indicate either
                                                              a fixed dollar
                                                              amount or
                                                              percentage of
                                                              face value*

  [Business]{.underline} check  Yes No            Yes No      **     **
  drawn on your bank (On-us)                                  

  [Personal]{.underline} check  Yes No            Yes No      **     **
  drawn on your bank (On-us)                                  

  [Business]{.underline} check  Yes No            Yes No      **     **
  [not]{.underline} drawn on                                  
  your bank (Local)                                           

  [Payroll]{.underline} check   Yes No            Yes No      **     **
  [not]{.underline} drawn on                                  
  your bank (Local)                                           

  [Personal]{.underline} check  Yes No            Yes No      **     **
  [not]{.underline} drawn on                                  
  your bank (Local)                                           

  [Government]{.underline}      Yes No            Yes No      **     **
  check                                                       

  [Double endorsed check from a Yes No            Yes No      **     **
  third-party]{.underline}                                    
  ----------------------------- ----------------- ----------- ---------------

### Please describe the bank's concerns which may have led to limitations on transactions for non-customers.

> **     **

## Does the training provided to the bank's tellers and other customer service representatives include strategies for reaching out to unbanked or underbanked consumers (e.g., encouraging individuals who do not have a transaction or savings account who are cashing paychecks to open an account)?  Yes  No

### If yes, please describe. 

> **     **

## What forms of consumer identification or validation does the bank rely on for individuals who do not have an account relationship to cash a check? 

  -------------------- -------------- -------------- -------------------------
  **Identification**   **Not          **Primary:**   **Secondary:**
  **Forms**            Accepted** as  Sufficient     Insufficient alone but
                       ID for\        alone by       acceptable with another
                       check cashing  itself         secondary ID

  Driver's license                    Yes No         Yes No

  State-issued photo                  Yes No         Yes No
  ID                                                 

  Social Security                     Yes No         Yes No
  number                                             

  Passport (US. or                    Yes No         Yes No
  foreign)                                           

  Military ID                         Yes No         Yes No

  Student/school ID                   Yes No         Yes No
  card                                               

  Employer letters/pay                Yes No         Yes No
  stub                                               

  Matrícula consular                  Yes No         Yes No

  Utility                             Yes No         Yes No
  bills/payments                                     

  Housing lease                       Yes No         Yes No

  Individual Taxpayer                 Yes No         Yes No
  Identification                                     
  Number (ITIN)                                      

  Other: **     **                    Yes No         Yes No
  -------------------- -------------- -------------- -------------------------

###  Does the bank issue check cashing cards to individuals who do not have an account relationship? 

###  Yes  No  {#yes-no-2 .unnumbered}

### Which of the following techniques or technology does your bank use to verify the identity of individuals who do not have an account relationship for check cashing? 

###  Fingerprinting  Biometrics {#fingerprinting-biometrics .unnumbered}

###  None  Other: **     ** {#none-other .unnumbered}

## Which of the following transaction products/services does the bank offer to individuals who do not have an account relationship with your bank, and what would the fees be if they were customers with established deposit accounts?

  --------------------- -------------- ---------------- --------------- --------------- ---------------
  **Product/Service**   **Offer for    **For a                          **For           
                        Non-Deposit    Non-Customer**                   Customer**      
                        Customers?**                                                    

                                       If a fixed fee   If a fee is a   If a fixed fee  If a fee is a
                                       is charged per   percentage of   is charged per  percentage of
                                       item please      the dollar      item please     the dollar
                                       indicate the     amount, please  indicate the    amount, please
                                       ***typical***    indicate the    ***typical***   indicate the
                                       fee              ***typical***   fee             ***typical***
                                                        percentage rate                 percentage rate

  Bank/official checks  Yes No         **     **        **     %**      **     **       **     %**

  Money orders          Yes No         **     **        **     %**      **     **       **     %**

  Domestic wire         Yes No         **     **        **     %**      **     **       **     %**
  transfers                                                                             

  International         Yes No         **     **        **     %**      **     **       **     %**
  remittances (not ACH)                                                                 

  International ACH     Yes No         **     **        **     %**      **     **       **     %**
  transfers                                                                             

  Foreign currency      Yes No         **     **        **     %**      **     **       **     %**
  exchange                                                                              

  Bill payment (e.g.,   Yes No         **     **        **     %**      **     **       **     %**
  utility)                                                                              

  Reloadable prepaid    Yes No         **     **        **     %**      **     **       **     %**
  debit cards (Visa,                                                                    
  MasterCard, etc.)                                                                     
  --------------------- -------------- ---------------- --------------- --------------- ---------------

### For any of the services above, does your bank offer **lower prices for customers** as an incentive to open an account?  Yes  No

## Is your bank concerned about offering remittances due to regulatory requirements?  Yes  No 

### If yes, please describe any regulatory concerns you may have in offering this product. 

> **     **

#  ACCOUNT OPENING & ONBOARDING PROCESS FOR NEW CUSTOMERS

## What forms of government-issued identification does the bank accept as part of the new account opening process?

##  Driver's license  US or Foreign Passport  Social Security number {#drivers-license-us-or-foreign-passport-social-security-number .unnumbered}

##  Matricula consular  State-issued ID card  ITIN {#matricula-consular-state-issued-id-card-itin .unnumbered}

##  Military ID  Other:       {#military-id-other .unnumbered}

## Which, if any, of the following alternative sources of information does the bank accept to verify a prospective deposit customer's identity? 

##  Utility bills/payments  Housing lease  {#utility-billspayments-housing-lease .unnumbered}

##  Employer letters/pay stub  Other:       {#employer-letterspay-stub-other .unnumbered}

##  None  {#none .unnumbered}

## What account screening and risk management tools are used for new deposit accounts?

##  ChexSystems/Qualifile  Early Warning Services (formerly Primary Payment Systems)  {#chexsystemsqualifile-early-warning-services-formerly-primary-payment-systems .unnumbered}

##  OFAC Lists  Credit Bureau Reports {#ofac-lists-credit-bureau-reports .unnumbered}

##  None  Other:        {#none-other-1 .unnumbered}

## Can a new customer open a deposit account without the bank screening the customer using ChexSystems or a similar third-party screen being used by the bank? 

## Checking account:............... Yes.......  No  {#checking-account-yes.-no .unnumbered}

## Savings account:................. Yes.......  No {#savings-account..-yes.-no .unnumbered}

## If an applicant screening process returns a negative hit, what is the bank's policy regarding account opening/overrides? 

##  Application is automatically rejected  {#application-is-automatically-rejected .unnumbered}

##  Account opening decision is made at the discretion of the new account representative {#account-opening-decision-is-made-at-the-discretion-of-the-new-account-representative .unnumbered}

##  Account opening decision is made at the discretion of the branch manager {#account-opening-decision-is-made-at-the-discretion-of-the-branch-manager .unnumbered}

##  Application is submitted to a centralized back office for review {#application-is-submitted-to-a-centralized-back-office-for-review .unnumbered}

##  Other:       {#other-1 .unnumbered}

## Does the bank use credit report or bureau scores as part of its screening process for new checking accounts?  Yes  No

## What are the top three most common reasons that a new account application is declined? Please rank the three most common reasons 1 to 3, where 1 = the most common reason, 2 = the second most common reason, and 3 = the third most common reason.

##  Insufficient identification information {#insufficient-identification-information .unnumbered}

##  Negative account screening hit due to prior account closure or mismanagement {#negative-account-screening-hit-due-to-prior-account-closure-or-mismanagement .unnumbered}

##  Negative account screening hit due to potential fraud alert {#negative-account-screening-hit-due-to-potential-fraud-alert .unnumbered}

##  No credit score/Insufficient credit history {#no-credit-scoreinsufficient-credit-history .unnumbered}

##  Low credit score/ or poor credit record/credit history {#low-credit-score-or-poor-credit-recordcredit-history .unnumbered}

##  Insufficient initial deposit {#insufficient-initial-deposit .unnumbered}

##  Other 1:       {#other-1-1 .unnumbered}

##  Other 2:       {#other-2 .unnumbered}

## If a new account applicant does not qualify for a conventional checking account, does the bank offer any entry deposit accounts designed for individuals not qualified for conventional accounts that can serve as a 'stepping stone' account (e.g., an account with debit card access but no check writing)? 

##  Yes  No {#yes-no-3 .unnumbered}

### If yes, please describe the alternative account(s) offered. Include information related to products, transaction restrictions, fees, etc. *If possible, please include a copy of the product description or marketing brochure for any alternative accounts*

### Account A: **     ** Date Introduced: **     ** {#account-a-date-introduced .unnumbered}

### **     ** {#section-37 .unnumbered}

### Account B: **     ** Date Introduced: **     ** {#account-b-date-introduced .unnumbered}

### **     ** {#section-38 .unnumbered}

### Account C: **     ** Date Introduced: **     ** {#account-c-date-introduced .unnumbered}

### **     **  {#section-39 .unnumbered}

#  DEPOSIT PRODUCTS 

## Does the bank's most basic or entry level checking account have a minimum balance requirement? 

##  Yes  No, but only with direct deposit  No  {#yes-no-but-only-with-direct-deposit-no .unnumbered}

### If minimum balance is required, what is the minimum balance? 

### \$**     ** with direct deposit / \$**     ** without direct deposit {#with-direct-deposit-without-direct-deposit .unnumbered}

###  If minimum balance is not required, what other fees apply? 

### \$**     ** with direct deposit / \$**     ** without direct deposit {#with-direct-deposit-without-direct-deposit-1 .unnumbered}

## For the most basic transaction deposit account, what payment options are included/available?

+--------------+---------+-------+--------+-----------+-------------+
| ## Produc    | #       | ##    | ## No  | ## Month  | ## Per-Tra  |
| t {#product  | # Inclu |  Avai | t Offe | ly Fee (i | nsaction Fe |
| .unnumbered} | ded at  | lable | red {# | f applica | e (if appli |
|              | No Cost |  for  | not-of | ble) {#mo | cable) {#pe |
|              |  {#incl | a Fee | fered  | nthly-fee | r-transacti |
|              | uded-at |  {#av | .unnum | -if-appli | on-fee-if-a |
|              | -no-cos | ailab | bered} | cable .un | pplicable . |
|              | t .unnu | le-fo |        | numbered} | unnumbered} |
|              | mbered} | r-a-f |        |           |             |
|              |         | ee .u |        |           |             |
|              |         | nnumb |        |           |             |
|              |         | ered} |        |           |             |
+--------------+---------+-------+--------+-----------+-------------+
| ## Check     | #       | ##    | ##  {  | #         | ## \        |
| writing {#ch | #  {#se | {#sec | #secti | # \$      | $       {#s |
| eck-writing  | ction-4 | tion- | on-42  |   {#secti | ection-44 . |
| .unnumbered} | 0 .unnu | 41 .u | .unnum | on-43 .un | unnumbered} |
|              | mbered} | nnumb | bered} | numbered} |             |
|              |         | ered} |        |           |             |
+--------------+---------+-------+--------+-----------+-------------+
| ## ATM       | #       | ##    | ##  {  | #         | ## \        |
| card (PIN-on | #  {#se | {#sec | #secti | # \$      | $       {#s |
| ly) {#atm-ca | ction-4 | tion- | on-47  |   {#secti | ection-49 . |
| rd-pin-only  | 5 .unnu | 46 .u | .unnum | on-48 .un | unnumbered} |
| .unnumbered} | mbered} | nnumb | bered} | numbered} |             |
|              |         | ered} |        |           |             |
+--------------+---------+-------+--------+-----------+-------------+
| ## Debit     | #       | ##    | ##  {  | #         | ## \        |
|  card signat | #  {#se | {#sec | #secti | # \$      | $       {#s |
| ure (Visa/Ma | ction-5 | tion- | on-52  |   {#secti | ection-54 . |
| sterCard) {# | 0 .unnu | 51 .u | .unnum | on-53 .un | unnumbered} |
| debit-card-s | mbered} | nnumb | bered} | numbered} |             |
| ignature-vis |         | ered} |        |           |             |
| amastercard  |         |       |        |           |             |
| .unnumbered} |         |       |        |           |             |
+--------------+---------+-------+--------+-----------+-------------+
| ## Online    | #       | ##    | ##  {  | #         | ## \        |
|  bill paymen | #  {#se | {#sec | #secti | # \$      | $       {#s |
| t {#online-b | ction-5 | tion- | on-57  |   {#secti | ection-59 . |
| ill-payment  | 5 .unnu | 56 .u | .unnum | on-58 .un | unnumbered} |
| .unnumbered} | mbered} | nnumb | bered} | numbered} |             |
|              |         | ered} |        |           |             |
+--------------+---------+-------+--------+-----------+-------------+

## Does the bank charge a per-item NSF fee on its most basic (lowest cost) transaction account?  Yes  No

### If yes, what is the standard or typical NSF fee for this account? \$ *     *

### Does the bank offer any programs to cover or waive NSF items on this account?  **Yes**  **No**

#### If yes, please describe:       

### Does the bank offer 'alerts' to notify customers with these accounts of low balances or NSF transactions on this account?  Yes  No

### Will the bank automatically close this account if a threshold number of NSF items are reached or there is a persistent negative balance?  Yes  No 

#### If yes, what is the monthly threshold?      /month

# SAVINGS ACCOUNTS

## For savings accounts with balances of \$500 or less, which, if any, of the following accounts are offered and what are the interest rates paid on the accounts?

  ------------------------------ ------------------ ---------------------
  **Product/Service**            **Offer for        **Interest Rate
                                 Customer?**        Offered (as of Dec.
                                                    31, 2007)**

  Basic Savings                  Yes No             **     %**
  (non-transactional)                               

  Individual Development         Yes No             **     %**
  Accounts                                          

  IRS VITA Program (direct       Yes No             **     %**
  deposit or split refund)                          

  Money Market Deposit Accounts  Yes No             **     %**

  Specialized Savings Clubs      Yes No             **     %**

  Workplace-based Programs       Yes No             **     %**

  Other (please describe):       Yes No             **     %**
  **     **                                         
  ------------------------------ ------------------ ---------------------

## Does the bank partner with organizations (e.g., by operating a high school branch or employer location) to promote savings products? 

##  Yes  No If yes, please describe:  {#yes-no-if-yes-please-describe .unnumbered}

##        {#section-60 .unnumbered}

# PAYMENT PRODUCTS

## How soon (in terms of number of business days), beyond the \$100 specified by Reg. CC, are funds ordinarily available for an established customer who presents the following items?

  ------------------------------ ----------- ---------- ---------- ----------
  ***Check value is \$2,500 or   **Current   **Next     **Second   **Three or
  less***                        Business    Business   Business   More
                                 Day**       Day**      Day**      Business
                                                                   Days**

  [Business]{.underline} check                                     
  drawn on your bank (On-us)                                       

  [Personal]{.underline} check                                     
  drawn on your bank (On-us)                                       

  [Payroll]{.underline} check                                      
  [not]{.underline} drawn on                                       
  your bank (Local)                                                

  [Business]{.underline} check                                     
  [not]{.underline} drawn on                                       
  your bank (Local)                                                

  [Personal]{.underline} check                                     
  [not]{.underline} drawn on                                       
  your bank (Local)                                                

  [Government]{.underline} check                                   

  [Double endorsed check from a                                    
  third-party]{.underline}                                         
  ------------------------------ ----------- ---------- ---------- ----------

## Can a customer get an 'advance loan' on the funds from a deposited check or a regularly scheduled direct deposit (excluding all programs to cover overdrafts and NSF transactions)? 

##  Yes, accelerated availability of deposited check  Yes, advance for a scheduled direct deposit  No {#yes-accelerated-availability-of-deposited-check-yes-advance-for-a-scheduled-direct-deposit-no .unnumbered}

### Up to what dollar or percentage amount will the bank typically advance? \$**     ** or **     **%

### What fee is charged for the advance? \$**     ** flat advance fee or **     **% of the amount advanced.

### What types of checks/deposits qualify for advances? 

###  All checks  Business checks, but not personal checks  Government checks {#all-checks-business-checks-but-not-personal-checks-government-checks .unnumbered}

###  Payroll checks only  Regularly scheduled direct deposits  Other: **     ** {#payroll-checks-only-regularly-scheduled-direct-deposits-other .unnumbered}

# CREDIT PRODUCTS

## Does the bank typically offer unsecured closed-end personal loans up to \$5,000?  Yes  No

### If yes, what are the eligibility requirements?

###  Deposit relationship with the bank  Direct deposit  Proof of income  {#deposit-relationship-with-the-bank-direct-deposit-proof-of-income .unnumbered}

###  Minimum credit score  Review credit history  Other: **     ** {#minimum-credit-score-review-credit-history-other .unnumbered}

### If yes, please indicate the following:

+------+------+-------+----------+------+------+---------+---------+
| *    | *    | **O   | **Acct.  | *    | *    | **Ty    | **      |
| *Min | *Max | rigin | Mai      | *Min | *Max | pical** | Maximum |
| imum | imum | ation | ntenance | imum | imum |         | Term    |
| Loan | Loan | Fee** | Fee**    | A    | A    | **APR** | (Mos)** |
| Si   | Si   |       |          | PR** | PR** |         |         |
| ze** | ze** |       |          |      |      |         |         |
+------+------+-------+----------+------+------+---------+---------+
| *    | *    | **    | *        | **   | **   | **      | **      |
| *    | *    |    ** | *     ** |      |      |     %** |      ** |
|   ** |   ** |       |          |  %** |  %** |         |         |
+------+------+-------+----------+------+------+---------+---------+

### How long does it typically take to originate an unsecured closed-end personal loan? 

###  Less than 30 minutes  Less than 24 hours  Less than 48 hours  More than 48 hours {#less-than-30-minutes-less-than-24-hours-less-than-48-hours-more-than-48-hours .unnumbered}

## Does the bank offer affordable small dollar loans (i.e., less than \$1,000/at least a 90-day repayment term/less than 36% APR/no or low fees)?  Yes  No

### Please describe any innovative products the bank has developed to provide small dollar loans to customers. (For example, applying for a six-month loan at an ATM.)

> **     **

## Does the bank offer tax refund anticipation loans?  Yes  No

### If yes, please indicate the following:

  ----------- ----------- --------------- ------------- ------------ ------------ ------------ -----------
  **Minimum   **Maximum   **Origination   **Acct.       **Minimum    **Maximum    **Typical    **Maximum
  Loan Size** Loan Size** Fee**           Maintenance   APR**        APR**        APR**        Term
                                          Fee**                                                (Mos)**

  **     **   **     **   **     **       **     **     **     %**   **     %**   **     %**   **     **
  ----------- ----------- --------------- ------------- ------------ ------------ ------------ -----------

##  Does the bank offer consumer credit cards (e.g. Visa, MasterCard)?  Yes  No

### If yes, what is required for someone to qualify for a traditional credit card? *(Check all that apply)*

### Social Security number  Minimum credit score  Review of credit history {#social-security-number-minimum-credit-score-review-of-credit-history .unnumbered}

### Proof of income  Other: **     ** {#proof-of-income-other .unnumbered}

### If yes, for your 'basic' credit card, please indicate the following:

  -------------- ----------- ------------- ----------- ----------- ----------- ------------ ------------ ------------ ------------
  **Initiation   **Annual    **Acct.       **Late      **Over the  **Typical   **Minimum    **Maximum    **Typical    **Maximum
  Fee**          Fee**       Maintenance   Payment     Limit Fee** Credit      APR**        APR**        APR**        Term
                             Fee**         Fee**                   Limit**                                            (Months)**

  **     **      **     **   **     **     **     **   **     **   **     **   **     %**   **     %**   **     %**   **     **
  -------------- ----------- ------------- ----------- ----------- ----------- ------------ ------------ ------------ ------------

### Does having a deposit account with the bank improve a customer's ability to receive a credit card? 

###  Yes  No *If yes, how?* {#yes-no-if-yes-how .unnumbered}

####       {#section-61 .unnumbered}

### *Does the bank offer secured credit cards for established customers who do not qualify for a traditional credit card?*  *Yes*  *No If yes,* please indicate the following: 

  ----------- -------------- ----------- ------------- ----------- ----------- ----------- ------------ ------------ ------------
  **Minimum   **Initiation   **Annual    **Acct.       **Late      **Over the  **Typical   **Minimum    **Maximum    **Typical
  Credit      Fee**          Fee**       Maintenance   Payment     Limit Fee** Credit      APR**        APR**        APR**
  Score**                                Fee**         Fee**                   Limit**                               

  **     **   **     **      **     **   **     **     **     **   **     **   **     **   **     %**   **     %**   **     %**
  ----------- -------------- ----------- ------------- ----------- ----------- ----------- ------------ ------------ ------------

### Can a cardholder 'graduate' from a secured credit card to a traditional credit card?  Yes  No

#### If yes, how?      

**\
**

**Thank you for taking the time to complete this survey.\
**

**We appreciate your participation and input.**

# *Please return completed survey by June 6^th^ to:*  {#please-return-completed-survey-by-june-6th-to-1 .unnumbered}

# <FDICsurvey@doveconsulting.com> Dove Consulting, 2 Atlantic Ave., Boston, MA 02110 {#fdicsurveydoveconsulting.com-dove-consulting-2-atlantic-ave.-boston-ma-02110-1 .unnumbered}

\(617\) 482-2100 (telephone) / (617) 482-1470 (fax)

www.doveconsulting.com