A-1 Survey Instrument FDICBankSurvey_Report_204pjg.doc 

Survey Instrument 

Appendix 

A
 A-2 Survey Instrument FDICBankSurvey_Report_204pjg.doc 
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Federal Deposit Insurance Corporation Survey of Banks’ Efforts to Serve the Unbanked & 

Please mark any edi

Bank Name: 

Bank Holding Company: 

Assets (as of Dec. 31, 2007) 

Number of Deposit Branches (as reported Summary of Deposits (Non OTS-supervis

Office Survey (OTS-supervised institution

Full-Service (Brick and Mortar) OfficesFull Service Retail (In-Store) Offices: Limited Service Offices (Drive-thru facoffices, military facilities): Other offices: 

Respondent Name: 

Respondent Title: 

Address: 

Telephone Number:

Please return completed survey by June 6th to: 

FDICsurvey@doveconsulting.com

Dove Consulting, 2 Atlantic Ave., Boston, MA 02110 

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

www.doveconsulting.com
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PUBLIC BURDEN STATEMENT 

This survey collects information to fulfill a mandate in Section 7 of the Federal Deposit Insurance RefoAmendments Act of 2005 (Pub. L, 109-173) that the FDIC conduct ongoing surveys and submit period

Congress on efforts by insured depository institutions to bring unbanked and underbanked individuals 

conventional finance system. The FDIC believes this survey takes an average 290 minutes per respon

Send comments regarding the estimate or any other aspect of this form, including suggestions for redutime, to the Office of Management and Budget, OIRA, Washington, D.C. 20503, or the Paperwork CleaFDIC, 550 17th Street, N.W., Washington, D.C. 20429. An agency may not conduct or sponsor, and a required to respond to, a collection of information unless it displays a currently valid OMB control numb

CONFIDENTIALITY NOTICE

Any information you provide will be strictly confidential. Individual responses to the survey will not be s

public or the industry. The FDIC will be informed of your bank’s participation, but your responses will oaggregate 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 ProteYazmin E. Osaki, Special Assistant to the Deputy to the Vice Chairman, (202) 898-6553 
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SURVEY INSTRUCTIONS

Your bank has been selected for the FDIC Survey of Banks’ Efforts to Serve the Unbanked & UnderbaFDIC 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 w

complete the survey. FDIC ran a Pilot Test of the survey in November 2007 and most participa

found that they required the input of several groups or departments within their bank to successcomplete all of the questions. 

2. Please provide all responses for your bank on one copy of the survey (either in hard-copy or ele

However, if policies, product & service offerings, and/or pricing structures vary significantly acro

bank operations, please complete a separate survey form for each entity. To limit the effort neeparticipate, 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. 

4. Please return your completed survey to Dove Consulting in the business reply envelope provide

617-482-1470, or email it to FDICsurvey@doveconsulting.com. 

Important: 

For additional survey forms or assistance please contact Ed Bachelder at 

753-9223 or ebachelder@doveconsulting.com

Please return your completed survey by June 6th, 2008
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 Account 

Checking, NOW, DDA, MMDA 

Debit Card Card linked to a transaction account Established Customer An individual who has had a deposit account for more than 30 days Full-Service (Brick and Mortar) Offices 

SOD office service type code 11 (not reported in the Branch Office Survey (OTinstitutions); see fdic.gov/sod/pdf/SOD_2007_Instructions.pdf) 

Full-Service Retail (In store) Offices 

SOD office service type code 12 (not reported in the Branch Office Survey (OTinstitutions); see fdic.gov/sod/pdf/SOD_2007_Instructions.pdf) 

Limited Service Offices SOD office service type codes 22, 23, and 29 (not reported in the Branch Offic

supervised institutions); see fdic.gov/sod/pdf/SOD_2007_Instructions.pdf) 

Low and Moderate Income (LMI) 

Low income: Income equal to or less than 50% of the median income of the lo(MSA) or appropriately defined rural area Moderate income: Income from 50% to 80% of the median income of the loca(MSA) or appropriately defined rural area 

Non-Customer An individual who does not have a deposit account or credit relationship with yNumber of Deposit Branches As of June 30, 2007, as reported in the Summary of Deposits (SOD) submitte

Branch Office Survey (reported to the OTS by OTS-supervised institutions) 

Other offices reported on the Summary of Deposits 

SOD office service type codes 13, 21, and 30 (not reported in the Branch Offic

supervised institutions); see fdic.gov/sod/pdf/SOD_2007_Instructions.pdf) 

Prepaid Card Not linked to a transaction account. Money can be loaded onto the card. ExcluSavings Account Statement savings, Passbook, Certificates of Deposit, etc. Unbanked Individuals who do not have an account with a depository institution (a comme

institution or credit union) or a transaction account with a money market mutu

Underbanked Individuals who have a deposit account but also rely on alternative non-bank f

providers (such as check cashing firms or payday lenders) for transaction or c
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

II. RETAIL BANK INFORMATION 

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

1. Number of conventional transaction accounts 

(e.g., checking, DDA, NOW, MMDA):.................................................. 

2. Number of non-transaction savings accounts:....................................... 

3. Number of entry deposit accounts* designed for 

individuals not qualified for conventional accounts:................................. 

4. Number of debit cards issued and active:............................................. 

5. Number of prepaid cards issued and active:.......................................... 

6. Number of credit cards issued and outstanding:.................................... 

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

Location Number Functionality 

Inside LMI tracts...... Basic cash dispense only........................... Outside LMI tracts.... Basic cash dispense and deposit acceptance... 

 Advanced functionality with bill payment and/or 

automated money order and/or prepaid card.... 

Total ATMs = Total A

* “Entry deposit accounts” may include limited features designed to serve individuals with insuff

derogatory data in ChexSystems, or similar third-party screen, needed for a conventional trans
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

II. EDUCATION & OUTREACH 

A. Does your bank perceive that there are unbanked or underbanked populations in your market a

 Yes No Don’t know 

B. Does your bank provide financial education materials (i.e. brochures, content on a website, etc.) 

unbanked and/or underbanked on the following topics? Mark all that apply. 

Financial Education Materials For Unbanked For Underb

Basic Banking (Deposit and Credit Products)............................ ....................................Predatory /Abusive Lending Prevention.................................... ....................................Savings Programs................................................................ ....................................Home Ownership/Mortgage Products....................................... ....................................Credit Counseling................................................................. ....................................Other (Explain).................................................................... ....................................Bank does not provide financial educational materials for This population (Skip to II.B.3 below)......................................... .................................

1. Please describe the types of materials provided for: 

a) Unbanked: b) Underbanked: 

2. Have the financial education materials helped to establish banking relationships with

a) Unbanked individuals?............. Yes......... No.......... Have not eb) Underbanked individuals?........ Yes......... No.......... Have not e
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

3. Does your bank participate in education or outreach efforts with any organizations th

unbanked or underbanked individuals into the conventional banking system and/or non-bank financial services providers for unbanked individuals? Examples may inclwho use payroll cards, government entities that use electronic benefit transfer (EBT

cards, faith-based groups that provide cash assistance, etc. Yes No 

a. If yes, please describe. 

C. Does your bank teach (either directly or through a third-party) financial literacy and education sessio

classes or workshops, that target unbanked and/or underbanked individuals? Check all that apply. 

Yes, at bank facilities Yes, at off-premise locations No 

1. If yes, for how long has your bank been providing the sessions? Years (Mark 0 if do

2. If yes, mark all types of sessions that your bank provides: 

Basic Banking (Deposit and Credit Products) Home Ownership/Mortg

 Predatory /Abusive Lending Prevention Credit Counseling  Savings Programs Other: 

D. Did your bank conduct off-premise financial education outreach visits targeted toward the unba

underbanked during calendar year 2007? Yes No 

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

 High Schools Employer Sites Public Gat Local/State Government Sites Community–based Organizations  Vocational Schools/Colleges Military Installations Other: 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

E. Does the bank work with corporate or business customers to provide services for their unbanked 

 Yes No 

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

a) If yes, how many payroll cards has the bank issued during the year 2007? b) Describe the features and fees associated with this card (if any). 

F. Does the bank use targeted marketing (e.g., meetings with large employers, mailings, etc.) to reac

underbanked individuals? Yes No 

1. If yes, are there particular segments of the unbanked and/or underbanked population yo

 Yes No 

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

 Working poor Consumers on public assistance Post disaster assis

 Urban residents Rural residents Immigrants  African-Americans Hispanic-Americans Asian-Americans  Other: 

G. Does the bank have any other outreach and education programs to encourage unbanked or un

consumers to open an account? Yes No If yes, please describe.
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

H. What are the three most effective types of financial education, outreach, and marketing programs 

used to help establish account relationships with unbanked and/or underbanked individuals? 

where 1 = most effective, 2 = second most effective, and 3 = third most effective. 

Ranking Programs Advantages/Dis

 Financial Education Materials  Providing Financial Education Sessions  Outreach Visits  Participation in Other Organizations  Targeted Marketing  Other: 

I. Has your bank identified expanding services to unbanked and underbanked individuals in yo

priority in your bank’s business strategy? Yes No Don’t know 

J. Has your bank conducted research on unbanked or underbanked consumers in your CRA asses

 Yes No Don’t know 

1. If yes, please summarize this research. 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

K. What are three activities that banks could do, in general, that would be most effective in bringing 

individuals and families into the conventional banking system? 

1. 2. 3. 

L. What challenges does your organization face in serving or targeting unbanked and underbanked 

rank order by importance, where 1 = greatest challenge, 2 = second greatest challenge, etc.

 Profitability issues Competition from alternative service providers  Unfamiliar with this population High cost of customer acquisition  Internal challenges Regulatory barriers related to customer identificat Fraud concerns Other: 

M. Does your bank perceive any regulatory impediments to providing/developing specialized produ

unbanked or underbanked consumers? Yes No 

1. If yes, please describe. 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

III. RETAIL BRANCH INFORMATION 

A. Does your bank offer extended, non-traditional evening and/or weekend hours at any of your ban

locations? Yes No If yes, check all that apply, and indicate typical hours: 

Branch Type Extended Weekday Evening 

Hours (After 5 pm) 

Saturday Afternoon 

Hours (After 1 pm) 

Full Service Brick and Mortar Branches Until pm Until pm HFull Service Retail (In-store) Branches Until pm Until pm HLimited Service Branches Until pm Until pm H

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

 Spanish Chinese Vietnamese  Korean Tagalog Other: 

C. Has the bank modified its retail operations over the past five years to make it easier or more we

convenient for unbanked or underbanked consumers to take advantage of its services? Yes 

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

 Extended banking hours Non-traditional locations (community centers,  New branch located in LMI area Innovative branch formats/designs (e.g. more  Internet or mobile banking External ATMs (walk-up and through the wall)  Off-Premise ATMs Other: 

2. If yes, please describe what you have done. 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

D. Please indicate efforts your bank makes as part of its branch strategy to serve the unbanked and 

your market areas: 

 Check cashing Money orders Kiosks for check  Bill payment services Prepaid card issuance and reloading Other: 

IV. SERVICES PROVIDED TO NON-CUSTOMERS

A. If an individual does not have an account relationship with the bank, will the bank typically cash the following types 

If 

Type of Check 

Cash Check for NonCustomer? Is a Fee Charged? 

Business check drawn on your bank (On-us) Yes No Yes No Personal check drawn on your bank (On-us) Yes No Yes No Business check not drawn on your bank (Local) Yes No Yes No Payroll check not drawn on your bank (Local) Yes No Yes No Personal check not drawn on your bank (Local) Yes No Yes No Government check Yes No Yes No Double endorsed check from a third-party Yes No Yes No 

1. Please describe the bank’s concerns which may have led to limitations on transaction
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

B. Does the training provided to the bank’s tellers and other customer service representatives includ

reaching out to unbanked or underbanked consumers (e.g., encouraging individuals who do not hor savings account who are cashing paychecks to open an account)? Yes No 

1. If yes, please describe. 

C. What forms of consumer identification or validation does the bank rely on for individuals who d

account relationship to cash a check? 

Identification Forms

Not Accepted as ID for 

check cashing 

Primary: Sufficient 

alone by itself 

Secondary: Insuff

with anot

Driver’s license Yes No State-issued photo ID Yes No Social Security number Yes No Passport (US. or foreign) Yes No Military ID Yes No Student/school ID card Yes No Employer letters/pay stub Yes No Matrícula consular Yes No Utility bills/payments Yes No Housing lease Yes No Individual Taxpayer Identification Number (ITIN) 

 Yes No 

Other: Yes No 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

1. Does the bank issue check cashing cards to individuals who do not have an account r

 Yes No 

2. Which of the following techniques or technology does your bank use to verify the iden

do not have an account relationship for check cashing? 

 Fingerprinting Biometrics  None Other: 

D. Which of the following transaction products/services does the bank offer to individuals who do 

account relationship with your bank, and what would the fees be if they were customers with estabaccounts? 

For a Non-Customer 

Product/Service 

Offer for NonDeposit 

Customers? 

If a fixed fee is 

charged per item 

please indicate 

the typical fee 

If a fee is a 

percentage of the 

dollar amount, 

please indicate 

the typical

percentage rate 

If a fixe

charged 

please 

the typ

Bank/official checks Yes No 

%

Money orders Yes No 

%

Domestic wire transfers Yes No 

%

International remittances (not ACH) Yes No 

%

International ACH transfers Yes No 

%

Foreign currency exchange Yes No 

%

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

%

Reloadable prepaid debit cards (Visa, MasterCard, etc.) 

 Yes No 

%

1. For any of the services above, does your bank offer lower prices for customers as an 

account? Yes No 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

E. Is your bank concerned about offering remittances due to regulatory requirements? Yes N

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

V. ACCOUNT OPENING & ONBOARDING PROCESS FOR NEW CUSTOMERS

A. What forms of government-issued identification does the bank accept as part of the new accou

 Driver’s license US or Foreign Passport Social Security num Matricula consular State-issued ID card ITIN  Military ID Other: 

B. Which, if any, of the following alternative sources of information does the bank accept to verify 

deposit customer’s identity? 

 Utility bills/payments Housing lease  Employer letters/pay stub Other:  None 

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

 ChexSystems/Qualifile Early Warning Services (formerly Primary Payment Syste OFAC Lists Credit Bureau Reports  None Other: 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

D. Can a new customer open a deposit account without the bank screening the customer using 

similar third-party screen being used by the bank? 

Checking account:............... Yes....... No

Savings account:................. Yes....... No

E. If an applicant screening process returns a negative hit, what is the bank’s policy regarding accoun

opening/overrides? 

 Application is automatically rejected  Account opening decision is made at the discretion of the new account representative  Account opening decision is made at the discretion of the branch manager  Application is submitted to a centralized back office for review  Other: 

F. Does the bank use credit report or bureau scores as part of its screening process for new check

 Yes No 

G. What are the top three most common reasons that a new account application is declined? P

three most common reasons 1 to 3, where 1 = the most common reason, 2 = the second most com

= the third most common reason.

 Insufficient identification information  Negative account screening hit due to prior account closure or mismanagement  Negative account screening hit due to potential fraud alert  No credit score/Insufficient credit history  Low credit score/ or poor credit record/credit history  Insufficient initial deposit  Other 1: 

Other 2: 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

H. If a new account applicant does not qualify for a conventional checking account, does the bank off

deposit accounts designed for individuals not qualified for conventional accounts that can ‘stepping stone’ account (e.g., an account with debit card access but no check writing)? 

 Yes No 

1. If yes, please describe the alternative account(s) offered. Include information related 

restrictions, fees, etc. If possible, please include a copy of the product description or marketing brochure fo

accountsAccount A: Date Introduced: 

Account B: Date Introduced: 

Account C: Date Introduced: 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

VI. DEPOSIT PRODUCTS

A. Does the bank’s most basic or entry level checking account have a minimum balance requiremen

 Yes No, but only with direct deposit No 

1. If minimum balance is required, what is the minimum balance? 

$ with direct deposit / $ without direct deposit 

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

$ with direct deposit / $ without direct deposit 

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

Product 

Included at 

No Cost 

Available 

for a Fee 

Not 

 Offered 

Monthly Fee 

(if applicable) 

Per-T

(if a

Check writing $ $ ATM card (PINonly) $ $ Debit card signature (Visa/MasterCard) 

$ $ 

Online bill payment $ $ 

C. Does the bank charge a per-item NSF fee on its most basic (lowest cost) transaction account? 

1. If yes, what is the standard or typical NSF fee for this account? $ 

2. Does the bank offer any programs to cover or waive NSF items on this account? 

a) If yes, please describe: 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

3. Does the bank offer ‘alerts’ to notify customers with these accounts of low balances othis account? Yes No 

4. Will the bank automatically close this account if a threshold number of NSF items are 

persistent negative balance? Yes No 

a) If yes, what is the monthly threshold? /month 

VII. SAVINGS ACCOUNTS

A. For savings accounts with balances of $500 or less, which, if any, of the following accounts are off

the interest rates paid on the accounts? 

Product/Service Offer for Customer? 

Interest Rate Offere

31, 2007

Basic Savings (non-transactional) Yes No 

%

Individual Development Accounts Yes No % IRS VITA Program (direct deposit or split refund) Yes No % Money Market Deposit Accounts Yes No % Specialized Savings Clubs Yes No % Workplace-based Programs Yes No % Other (please describe): Yes No % 

B. Does the bank partner with organizations (e.g., by operating a high school branch or employer l

savings products? 

 Yes No If yes, please describe:
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

VIII. PAYMENT PRODUCTS

A. How soon (in terms of number of business days), beyond the $100 specified by Reg. CC, are fund

available for an established customer who presents the following items? 

Check value is $2,500 or less 

Current 

Business Day

Next 

Business 

Day 

Second 

Business 

Day 

T

Business check drawn on your bank (On-us) Personal check drawn on your bank (On-us) Payroll check not drawn on your bank (Local) Business check not drawn on your bank (Local) Personal check not drawn on your bank (Local) Government check Double endorsed check from a third-party 

B. Can a customer get an ‘advance loan’ on the funds from a deposited check or a regularly sche

(excluding all programs to cover overdrafts and NSF transactions)? 

 Yes, accelerated availability of deposited check Yes, advance for a scheduled direct dep

1. Up to what dollar or percentage amount will the bank typically advance? $ or 2. What fee is charged for the advance? $ flat advance fee or % of the am

3. What types of checks/deposits qualify for advances? 

 All checks Business checks, but not personal checks G Payroll checks only Regularly scheduled direct deposits Ot
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

IX. CREDIT PRODUCTS 

A. Does the bank typically offer unsecured closed-end personal loans up to $5,000? 

1. If yes, what are the eligibility requirements? 

 Deposit relationship with the bank Direct deposit  Minimum credit score Review credit history 

2. If yes, please indicate the following: 

Minimum 

Loan Size 

Maximum 

Loan Size 

Origination 

Fee 

Acct. 

Maintenance Fee 

Minimum 

APR 

Maximum 

APR 

Typical 

APR 

%

%

%

3. 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 

B. Does the bank offer affordable small dollar loans (i.e., less than $1,000/at least a 90-day repaym

36% APR/no or low fees)? Yes No 

1. Please describe any innovative products the bank has developed to provide small dol

(For example, applying for a six-month loan at an ATM.) 

C. Does the bank offer tax refund anticipation loans? Yes No 

1. If yes, please indicate the following: 

Minimum 

Loan Size 

Maximum 

Loan Size 

Origination 

Fee 

Acct. 

Maintenance Fee 

Minimum 

APR 

Maximum 

APR 

Typica

APR 

%

%

%
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

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

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

Social Security number Minimum credit score 

history 

Proof of income Other: 

2. If yes, for your ‘basic’ credit card, please indicate the following: 

Initiation 

Fee 

Annual 

Fee 

Acct. 

Maintenance 

Fee 

Late 

Payment 

Fee 

Over the 

Limit 

Fee 

Typical 

Credit 

Limit 

Minimum 

APR 

Maximum 

APR 

%

%

3. Does having a deposit account with the bank improve a customer’s ability to receive a 

 Yes No If yes, how?

4. Does the bank offer secured credit cards for established customers who do not qualify 

card? Yes No If yes, please indicate the following: 

Minimum 

Credit 

Score 

Initiation 

Fee 

Annual 

Fee 

Acct. 

Maintenance 

Fee 

Late 

Payment 

Fee 

Over the 

Limit Fee 

Typical 

Credit 

Limit 

Minimum 

APR 

M

%

5. Can a cardholder ‘graduate’ from a secured credit card to a traditional credit card? 

a) If yes, how? 
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag

Thank you for taking the time to complete this surve

We appreciate your participation and input. 

Please return completed survey by June 6 t h to: 

FDICsurvey@dovec onsulting.com

Dove Consulting, 2 Atlantic Ave., Boston, MA 02110 

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

www.doveconsulting.com
STRICTLY CONFIDENTIAL. Responses to the survey will not be shared with the public or the industry. Responses will be ag