Large Institutions | Service Test | Retail Banking Services

1. Determine from information available in the institution’s public file:

a. The distribution of the institution’s branches among low-, moderate-, middle-, and upperincome geographies in the institution’s assessment area(s); and

b. Banking services, including hours of operation and available loan and deposit products.

2. Obtain the institution’s explanation for any material differences in the hours of operations of, or services available at, branches within low-, moderate-, middle-, and upper-income geographies in the institution’s assessment area(s).

3. Evaluate the institution’s record of opening and closing branch offices since the previous examination and information that could indicate whether changes have had a positive or negative effect, particularly on low- and moderate-income geographies or individuals.

4. Evaluate the accessibility and use of alternative systems for delivering retail banking services, (e.g., proprietary and non-proprietary ATMs, loan production offices (LPOs), banking by telephone or computer, and bank-at-work or by-mail programs) in low- and moderate-income geographies and to low- and moderate-income individuals.

5. Assess the quantity, quality and accessibility of the institution’s service-delivery systems provided in low-, moderate-, middle-, and upper-income geographies. Consider the degree to which services are tailored to the convenience and needs of each geography (e.g., extended business hours, including weekends, evenings or by appointment, providing bi-lingual services in specific geographies, etc.).


SOURCE:  Large Institution CRA Examination Procedures | OCC, FRB, and FDIC | April 2014