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Serving Customers: Stories Across America's Banks

America’s banks are putting technology to use to make their customers’ financial lives simpler and safer. Innovations like chip cards, tokenization and biometrics, along with sophisticated security tools and training, provide customers with secure, instant access to their funds while also preventing $22.3 billion in fraud each year. Banks of all sizes understand how important it is to safely serve customers in any situation. From virtual transactions and advisor meetings, to educating customers on the signs of fraud and helping entrepreneurs take the next financial step, America’s banks are focused on helping their customers thrive.

Find stories below about banks helping customers succeed. See the data. 

Customers First

Customers are at the heart of banking—and banks continue to implement meaningful ways to serve customers and help them achieve their goals. When COVID-19 struck, banks worked diligently to ensure customer safety and financial security. That’s why it’s not surprising that 9 in 10 Americans are happy with their bank*.

*Source: ABA Morning Consult survey, Oct. 2021

Economic Inclusion

Banks work to make sure all members of their community have the opportunity to prosper. By partnering with community organizations to design products and services that meet the needs of a range of customers, they help bring the financially vulnerable into the economic mainstream.

Protecting Older Americans

As the population of older Americans grows, so too does the risk of elder financial abuse. Banks are fighting this growing fraud by educating seniors and their caregivers on common scams, training customer-facing employees and partnering with others in the community to spread this important message.

Security & Convenience 

America’s banks are innovating to make their customers’ financial lives more convenient than ever, allowing them to access their money, pay bills, deposit checks or send funds in seconds from anywhere, at any time. Sophisticated security and fraud detection methods, combined with dedicated personal service, are also helping to keep customer transactions and accounts safe.

During the COVID-19 pandemic, customers relied on mobile and online banking more than ever before. According to an October 2021 Morning Consult survey, 99% of consumers rated their bank’s online and mobile app experience highly, and 3 in 4 Americans used a mobile device at least once in the past month to manage their bank account.

Small Business Support

Banks do more than lend to small businesses; they provide guidance and services to help their business customers succeed.

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