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Community Reinvestment Act

Subpart A—General     345.11    Authority, purposes, and scope.     345.12    Definitions. Subpart B—Standards for Assessing Performance     345.21    Performance tests, standards, and ratings, in general.     345.22    Lending test.     345.23    Investment test.     345.24    Service test.     345.25    Community development test for wholesale or limited     purpose banks.     345.26    Small bank performance standards.     345.27    Strategic plan.     345.28    Assigned ratings.     345.29    Effect of CRA performance on applications. Subpart C—Records, Reporting, and Disclosure Requirements     345.41    Assessment area delineation.     345.42    Data collection, reporting, and disclosure.     345.43    Content and availability of public file.     345.44    Public notice by banks.     345.45    Publication of planned examination schedule. Appendix A to Part 345—Ratings Appendix B to Part 345—CRA Notice Interagency Questions and Answers Regarding Community Reinvestment AUTHORITY:  12 U.S.C. 1814--1817, 1819--1820, 1828, 1831u and 2901--2907, 3103--3104, and 3108(a). SOURCE:  The provisions of this Part 345 appear at 43 Fed. Reg. 47151, October 12, 1978, except as otherwise noted. Subpart A—General § 345.11 Authority, purposes, and scope.   (a)  Authority and OMB control number--(1)  Authority. The authority for this part is 12 U.S.C. 1814--1817, 1819--1820, 1828, 1831u and 2901--2907, 3103--3104, and 3108(a).     (2)  OMB control number. The information collection requirements contained in this part were approved by the Office of Management and Budget under the provisions of 44 U.S.C. 3501 et seq. and have been assigned OMB control number 3064--0092.   (b)  Purposes. In enacting the Community Reinvestment Act (CRA), the Congress required each appropriate federal financial supervisory agency to assess an institution's record of helping to meet the credit needs of the local communities in which the institution is chartered, consistent with the safe and sound operation of the institution, and to take this record into account in the agency's evaluation of an application for a deposit facility by the institution. This part is intended to carry out the purposes of the CRA by:     (1)  Establishing the framework and criteria by which the Federal Deposit Insurance Corporation (FDIC) assesses a bank's record of helping to meet the credit needs of its entire community, including low- and moderate-income neighborhoods, consistent with the safe and sound operation of the bank; and     (2)  Providing that the FDIC takes that record into account in considering certain applications. {{10-31-07 p.2782}}   (c)  Scope--(1)  General. Except for certain special purpose banks described in paragraph (c)(3) of this section, this part applies to all insured state nonmember banks, including insured state branches as described in paragraph (c)(2) and any uninsured state branch that results from an acquisition described in section 5(a)(8) of the International Banking Act of 1978 (12 U.S.C. 3103(a)(8)).     (2)  Insured state branches. Insured state branches are branches of a foreign bank established and operating under the laws of any state, the deposits of which are insured in accordance with the provisions of the Federal Deposit Insurance Act. In the case of insured state branches, references in this part to "main office" mean the principal branch within the United States and the term "branch" or "branches" refers to any insured state branch or branches located within the United States. The "assessment area" of an insured state branch is the community or communities located within the United States served by the branch as described in § 345.41.     (3)  Certain special purpose banks. This part does not apply to special purpose banks that do not perform commercial or retail banking services by granting credit to the public in the ordinary course of business, other than as incident to their specialized operations. These banks include banker's banks, as defined in 12 U.S.C. 24 (Seventh), and banks that engage only in one or more of the following activities: providing cash management controlled disbursement services or serving as correspondent banks, trust companies, or clearing agents. [Codified to 12 C.F.R. § 345.11] [Section 345.11 added at 60 Fed. Reg. 22201, May 4, 1995, effective July 1, 1995] § 345.12 Definitions.   For purposes of this part, the following definitions apply:   (a)  Affiliate means any company that controls, is controlled by, or is under common control with another company. The term "control" has the meaning given to that term in 12 U.S.C. 1841(a)(2), and a company is under common control with another company if both companies are directly or indirectly controlled by the same company.   (b)  Area median income means:     (1)  The median family income for the MSA, if a person or geography is located in an MSA, or for the metropolitan division, if a person or geography is located in an MSA that has been subdivided into metropolitan divisions; or     (2)  The statewide nonmetropolitan median family income, if a person or geography is located outside an MSA.   (c)  Assessment area means a geographic area delineated in accordance with § 345.41.   (d)  Remote service facility (RSF) means an automated, unstaffed banking facility owned or operated by, or operated exclusively for, the bank, such as an automated teller machine, cash dispensing machine, point-of-sale terminal, or other remote electronic facility, at which deposits are received, cash dispersed, or money lent.   (e)  Bank means a state nonmember bank, as that term is defined in section 3(e)(2) of the Federal Deposit Insurance Act, as amended (FDIA) (12 U.S.C. 1813(e)(2)), with federally insured deposits, except as provided in § 345.11(c). The term bank also includes an insured state branch as defined in § 345.11(c).   [The page following this is 2786.01.] {{12-31-07 p.2786.01}}   (f)  CMSA means a consolidated metropolitan statistical area as defined by the Director of the Office of Management and Budget.   (g)  Community development means:     (1)  Affordable housing (including multifamily rental housing) for low- or moderate-income individuals;     (2)  Community services targeted to low- or moderate-income individuals;     (3)  Activities that promote economic development by financing businesses or farms that meet the size eligibility standards of the Small Business Administration's Development Company or Small Business Investment Company programs (13 CFR 121.301) or have gross annual revenues of $1 million or less; or     (4)  Activities that revitalize or stabilize--       (i)  Low-or moderate-income geographies;       (ii)  Designated disaster areas; or       (iii)  Distressed or underserved nonmetropolitan middle-income geographies designated by the Board of Governors of the Federal Reserve System, FDIC, and Office of the Comptroller of the Currency, based on--         (A)  Rates of poverty, unemployment, and population loss; or         (B)  Population size, density, and dispersion. Activities revitalize and stabilize geographies designated based on population size, density, and dispersion if they help to meet essential community needs, including needs of low- and moderate-income individuals.   (h)  Community development loan means a loan that:     (1)  Has as its primary purpose community development; and     (2)  Except in the case of a wholesale or limited purpose bank:       (i)  Has not been reported or collected by the bank or an affiliate for consideration in the bank's assessment as a home mortgage, small business, small farm, or consumer loan, unless it is a multifamily dwelling loan (as described in Appendix A to Part 203 of this title); and       (ii)  Benefits the bank's assessment area(s) or a broader statewide or regional area that includes the bank's assessment area(s).   (i)  Community development service means a service that:     (1)  Has as its primary purpose community development;     (2)  Is related to the provision of financial services; and     (3)  Has not been considered in the evaluation of the bank's retail banking services under § 345.24(d).   (j)  Consumer loan means a loan to one or more individuals for household, family, or other personal expenditures. A consumer loan does not include a home mortgage, small business, or small farm loan. Consumer loans include the following categories of loans:     (1)  Motor vehicle loan, which is a consumer loan extended for the purchase of and secured by a motor vehicle;     (2)  Credit card loan, which is a line of credit for household, family, or other personal expenditures that is accessed by a borrower's use of a "credit card," as this term is defined in § 226.2 of this title;     (3)  Home equity loan, which is a consumer loan secured by a residence of the borrower;     (4)  Other secured consumer loan, which is a secured consumer loan that is not included in one of the other categories of consumer loans; and     (5)  Other unsecured consumer loan, which is an unsecured consumer loan that is not included in one of the other categories of consumer loans.   (k)  Geography means a census tract delineated by the United States Bureau of the Census in the most recent decennial census.   (l)  Home mortgage loan means a "home improvement loan," "home purchase loan," or a "refinancing" as defined in § 203.2 of this title.   (m)  Income level includes:     (1)  Low-income, which means an individual income that is less than 50 percent of the area median income or a median family income that is less than 50 percent in the case of a geography. {{12-31-07 p.2786.02}}     (2)  Moderate-income, which means an individual income that is at least 50 percent and less than 80 percent of the area median income or a median family income that is at least 50 and less than 80 percent in the case of a geography.     (3)  Middle-income, which means an individual income that is at least 80 percent and less than 120 percent of the area median income or a median family income that is at least 80 and less than 120 percent in the case of a geography.     (4)  Upper-income, which means an individual income that is 120 percent or more of the area median income or a median family income that is 120 percent or more in the case of a geography.   (n)  Limited purpose bank means a bank that offers only a narrow product line (such as credit card or motor vehicle loans) to a regional or broader market and for which a designation as a limited purpose bank is in effect, in accordance with § 345.25(b).   (o)  Loan location. A loan is located as follows:     (1)  A consumer loan is located in the geography where the borrower resides;     (2)  A home mortgage loan is located in the geography where the property to which the loan relates is located; and     (3)  A small business or small farm loan is located in the geography where the main business facility or farm is located or where the loan proceeds otherwise will be applied, as indicated by the borrower.   (p)  Loan production office means a staffed facility, other than a branch, that is open to the public and that provides lending-related services, such as loan information and applications.   (q)  Metropolitan division means a metropolitan division as defined by the Director of the Office of Management and Budget.   (r)  MSA means a metropolitan statistical area as defined by the Director of the Office of Management and Budget.   (s)  Nonmetropolitan area means any area that is not located in an MSA.   (t)  Qualified investment means a lawful investment, deposit, membership share, or grant that has as its primary purpose community development.   (u)  Small bank--(1)  Definition. Small bank means a bank that, as of December 31 of either of the prior two calendar years, had assets of less than $1.061 billion. Intermediate small bank means a small bank with assets of at least $265 million as of December 31 of both of the prior two calendar years and less than $1.061 billion as of December 31 of either of the prior two calendar years.     (2)  Adjustment. The dollar figures in paragraph (u)(1) of this section shall be adjusted annually and published by the FDIC, based on the year-to-year change in the average of the Consumer Price Index for Urban Wage Earners and Clerical Workers, not seasonally adjusted, for each twelve-month period ending in November, with rounding to the nearest million.   (v)  Small business loan means a loan included in "loans to small businesses" as defined in the instructions for preparation of the Consolidated Report of Condition and Income.   (w)  Small farm loan means a loan included in "loans to small farms" as defined in the instructions for preparation of the Consolidated Report of Condition and Income.   (x)  Wholesale bank means a bank that is not in the business of extending home mortgage, small business, small farm, or consumer loans to retail customers, and for which a designation as a wholesale bank is in effect, in accordance with § 345.25(b). [Codified to 12 C.F.R. § 345.12] [Section 345.12 added at 60 Fed. Reg. 22201, May 4, 1995, effective July 1, 1995; amended at 60 Fed. Reg. 66050, December 20, 1995, effective January 1, 1996; 61 Fed. Reg. 21364, May 10, 1996; 69 Fed. Reg. 41187, July 8, 2004; 70 Fed. Reg. 44269, August 2, 2005, effective September 1, 2005; 71 Fed. Reg. 78337, December 29, 2006, effective January 1, 2007; 72 Fed. Reg. 72573, December 21, 2007, effective January 1, 2008] Subpart B—Standards for Assessing Performance § 345.21 Performance tests, standards, and ratings, in general.   (a)  Performance tests and standards. The FDIC assesses the CRA performance of a bank in an examination as follows: {{8-31-05 p.2786.02-A}}     (1)  Lending, investment, and service tests. The FDIC applies the lending, investment, and service tests, as provided in §§ 345.22 through 345.24, in evaluating the performance of a bank, except as provided in paragraphs (a)(2), (a)(3), and (a)(4) of this section.     (2)  Community development test for wholesale or limited purpose banks. The FDIC applies the community development test for a wholesale or limited purpose bank, as provided in § 345.25, except as provided in paragraph (a)(4) of this section.     (3)  Small bank performance standards. The FDIC applies the small bank performance standards as provided in § 345.26 in evaluating the performance of a small bank or a bank that was a small bank during the prior calendar year, unless the bank elects to be assessed as provided in paragraphs (a)(1), (a)(2), or (a)(4) of this section. The bank may elect to be assessed as provided in paragraph (a)(1) of this section only if it collects and reports the data required for other banks under § 345.42.     (4)  Strategic plan. The FDIC evaluates the performance of a bank under a strategic plan if the bank submits, and the FDIC approves, a strategic plan as provided in § 345.27.   (b)  Performance context. The FDIC applies the tests and standards in paragraph (a) of this section and also considers whether to approve a proposed strategic plan in the context of: {{6-30-95 p.2786.03}}     (1)  Demographic data on median income levels, distribution of household income, nature of housing stock, housing costs, and other relevant data pertaining to a bank's assessment area(s);     (2)  Any information about lending, investment, and service opportunities in the bank's assessment area(s) maintained by the bank or obtained from community organizations, state, local, and tribal governments, economic development agencies, or other sources;     (3)  The bank's product offerings and business strategy as determined from data provided by the bank;     (4)  Institutional capacity and constraints, including the size and financial condition of the bank, the economic climate (national, regional, and local), safety and soundness limitations, and any other factors that significantly affect the bank's ability to provide lending, investments, or services in its assessment area(s);     (5)  The bank's past performance and the performance of similarly situated lenders;     (6)  The bank's public file, as described in § 345.43, and any written comments about the bank's CRA performance submitted to the bank or the FDIC; and     (7)  Any information deemed relevant by the FDIC.   (c)  Assigned ratings. The FDIC assigns to a bank one of the following four ratings pursuant to § 345.28 and Appendix A of this part: "outstanding"; "satisfactory"; "needs to improve"; or "substantial noncompliance" as provided in 12 U.S.C. 2906(b)(2). The rating assigned by the FDIC reflects the bank's record of helping to meet the credit needs of its entire community, including low- and moderate-income neighborhoods, consistent with the safe and sound operation of the bank.   (d)  Safe and sound operations. This part and the CRA do not require a bank to make loans or investments or to provide services that are inconsistent with safe and sound operations. To the contrary, the FDIC anticipates banks can meet the standards of this part with safe and sound loans, investments, and services on which the banks expect to make a profit. Banks are permitted and encouraged to develop and apply flexible underwriting standards for loans that benefit low- or moderate-income geographies or individuals, only if consistent with safe and sound operations. [Codified to 12 C.F.R. § 345.21] [Section 345.21 added at 60 Fed. Reg. 22202, May 4, 1995, effective July 1, 1995] § 345.22 Lending test.   (a)  Scope of test. (1)  The lending test evaluates a bank's record of helping to meet the credit needs of its assessment area(s) through its lending activities by considering a bank's home mortgage, small business, small farm, and community development lending. If consumer lending constitutes a substantial majority of a bank's business, the FDIC will evaluate the bank's consumer lending in one or more of the following categories: motor vehicle, credit card, home equity, other secured, and other unsecured loans. In addition, at a bank's option, the FDIC will evaluate one or more categories of consumer lending, if the bank has collected and maintained, as required in § 345.42(c)(1), the data for each category that the bank elects to have the FDIC evaluate.     (2)  The FDIC considers originations and purchases of loans. The FDIC will also consider any other loan data the bank may choose to provide, including data on loans outstanding, commitments and letters of credit.     (3) A bank may ask the FDIC to consider loans originated or purchased by consortia in which the bank participates or by third parties in which the bank has invested only if the loans meet the definition of community development loans and only in accordance with paragraph (d) of this section. The FDIC will not consider these loans under any criterion of the lending test except the community development lending criterion.   (b)  Performance criteria. The FDIC evaluates a bank's lending performance pursuant to the following criteria: {{6-30-95 p.2786.04}}     (1)  Lending activity. The number and amount of the bank's home mortgage, small business, small farm, and consumer loans, if applicable, in the bank's assessment area(s);     (2)  Geographic distribution. The geographic distribution of the bank's home mortgage, small business, small farm, and consumer loans, if applicable, based on the loan location, including:       (i)  The proportion of the bank's lending in the bank's assessment area(s);       (ii)  The dispersion of lending in the bank's assessment area(s); and       (iii)  The number and amount of loans in low-, moderate-, middle-, and upper-income geographies in the bank's assessment area(s);     (3)  Borrower characteristics. The distribution, particularly in the bank's assessment area(s), of the bank's home mortgage, small business, small farm, and consumer loans, if applicable, based on borrower characteristics, including the number and amount of:       (i)  Home mortgage loans to low-, moderate-, middle-, and upper-income individuals;       (ii)  Small business and small farm loans to businesses and farms with gross annual revenues of $1 million or less;       (iii)  Small business and small farm loans by loan amount at origination; and       (iv)  Consumer loans, if applicable, to low-, moderate-, middle-, and upper-income individuals;     (4)  Community development lending. The bank's community development lending, including the number and amount of community development loans, and their complexity and innovativeness; and     (5)  Innovative or flexible lending practices. The bank's use of innovative or flexible lending practices in a safe and sound manner to address the credit needs of low- or moderate-income individuals or geographies.   (c)  Affiliate lending. (1)  At a bank's option, the FDIC will consider loans by an affiliate of the bank, if the bank provides data on the affiliate's loans pursuant to § 345.42.     (2)  The FDIC considers affiliate lending subject to the following constraints:       (i)  No affiliate may claim a loan origination or loan purchase if another institution claims the same loan origination or purchase; and       (ii)  If a bank elects to have the FDIC consider loans within a particular lending category made by one or more of the bank's affiliates in a particular assessment area, the bank shall elect to have the FDIC consider, in accordance with paragraph (c)(1) of this section, all the loans within that lending category in that particular assessment area made by all of the bank's affiliates.     (3)  The FDIC does not consider affiliate lending in assessing a bank's performance under paragraph (b)(2)(i) of this section.   (d)  Lending by a consortium or a third party. Community development loans originated or purchased by a consortium in which the bank participates or by a third party in which the bank has invested:     (1)  Will be considered, at the bank's option, if the bank reports the data pertaining to these loans under § 345.42(b)(2); and     (2)  May be allocated among participants or investors, as they choose, for purposes of the lending test, except that no participant or investor:       (i)  May claim a loan origination or loan purchase if another participant or investor claims the same loan origination or purchase; or       (ii)  May claim loans accounting for more than its percentage share (based on the level of its participation or investment) of the total loans originated by the consortium or third party.   (e)  Lending performance rating. The FDIC rates a bank's lending performance as provided in Appendix A of this part. [Codified to 12 C.F.R. § 345.22] [Section 345.22 added at 60 Fed. Reg. 22203, May 4, 1995, effective July 1, 1995] {{6-30-95 p.2786.05}} § 345.23 Investment test.   (a)  Scope of test. The investment test evaluates a bank's record of helping to meet the credit needs of its assessment area(s) through qualified investments that benefit its assessment area(s) or a broader statewide or regional area that includes the bank's assessment area(s).   (b)  Exclusion. Activities considered under the lending or service tests may not be considered under the investment test.   (c)  Affiliate investment. At a bank's option, the FDIC will consider, in its assessment of a bank's investment performance, a qualified investment made by an affiliate of the bank, if the qualified investment is not claimed by any other institution.   (d)  Disposition of branch premises. Donating, selling on favorable terms, or making available on a rent-free basis a branch of the bank that is located in a predominantly minority neighborhood to a minority depository institution or women's depository institution (as these terms are defined in 12 U.S.C. 2907(b)) will be considered as a qualified investment.   (e)  Performance criteria. The FDIC evaluates the investment performance of a bank pursuant to the following criteria:     (1)  The dollar amount of qualified investments;     (2)  The innovativeness or complexity of qualified investments;     (3)  The responsiveness of qualified investments to credit and community development needs; and     (4)  The degree to which the qualified investments are not routinely provided by private investors.   (f)  Investment performance rating. The FDIC rates a bank's investment performance as provided in Appendix A of this part. [Codified to 12 C.F.R. § 345.23] [Section 345.23 added at 60 Fed. Reg. 22204, May 4, 1995, effective July 1, 1995] § 345.24 Service test.   (a)  Scope of test. The service test evaluates a bank's record of helping to meet the credit needs of its assessment area(s) by analyzing both the availability and effectiveness of a bank's systems for delivering retail banking services and the extent and innovativeness of its community development services.   (b)  Area(s) benefited. Community development services must benefit a bank's assessment area(s) or a broader statewide or regional area that includes the bank's assessment area(s).   (c)  Affiliate service. At a bank's option, the FDIC will consider, in its assessment of a bank's service performance, a community development service provided by an affiliate of the bank, if the community development service is not claimed by any other institution.   (d)  Performance criteria--retail banking services. The FDIC evaluates the availability and effectiveness of a bank's systems for delivering retail banking services, pursuant to the following criteria:     (1)  The current distribution of the bank's branches among low-, moderate-, middle-, and upper-income geographies;     (2)  In the context of its current distribution of the bank's branches, the bank's record of opening and closing branches, particularly branches located in low- or moderate-income geographies or primarily serving low- or moderate-income individuals;     (3)  The availability and effectiveness of alternative systems for delivering retail banking services (e.g., RSFs, RSFs not owned or operated by or exclusively for the bank, banking by telephone or computer, loan production offices, and bank-at-work or bank-by-mail programs) in low- or moderate-income geographies and to low- and moderate-income individuals; and {{6-30-95 p.2786.06}}     (4)  The range of services provided in low-, moderate-, middle-, and upper-income geographies and the degree to which the services are tailored to meet the needs of those geographies.   (e)  Performance criteria--community development services. The FDIC evaluates community development services pursuant to the following criteria:     (1)  The extent to which the bank provides community development services; and     (2)  The innovativeness and responsiveness of community development services.   (f)  Service performance rating. The FDIC rates a bank's service performance as provided in Appendix A of this part. [Codified to 12 C.F.R. § 345.24] [Section 345.24 added at 60 Fed. Reg. 22204, May 4, 1995, effective July 1, 1995] § 345.25 Community development test for wholesale or limited purpose banks.   (a)  Scope of test. The FDIC assesses a wholesale or limited purpose bank's record of helping to meet the credit needs of its assessment area(s) under the community development test through its community development lending, qualified investments, or community development services.   (b)  Designation as a wholesale or limited purpose bank. In order to receive a designation as a wholesale or limited purpose bank, a bank shall file a request, in writing, with the FDIC, at least three months prior to the proposed effective data of the designation. If the FDIC approves the designation, it remains in effect until the bank requests revocation of the designation or until one year after the FDIC notifies the bank that the FDIC has revoked the designation on its own initiative.   (c)  Performance criteria. The FDIC evaluates the community development performance of a wholesale or limited purpose bank pursuant to the following criteria:     (1)  The number and amount of community development loans (including originations and purchases of loans and other community development loan data provided by the bank, such as data on loans outstanding, commitments, and letters of credit), qualified investments, or community development services;     (2)  The use of innovative or complex qualified investments, community development loans, or community development services and the extent to which the investments are not routinely provided by private investors; and     (3)  The bank's responsiveness to credit and community development needs.   (d)  Indirect activities. At a bank's option, the FDIC will consider in its community development performance assessment:     (1)  Qualified investments or community development services provided by an affiliate of the bank, if the investments or services are not claimed by any other institution; and     (2)  Community development lending by affiliates, consortia and third parties, subject to the requirements and limitations in § 345.22(c) and (d).   (e)  Benefit to assessment area(s)--(1)  Benefit inside assessment area(s). The FDIC considers all qualified investments, community development loans, and community development services that benefit areas within the bank's assessment area(s) or a broader statewide or regional area that includes the bank's assessment area(s).     (2)  Benefit outside assessment area(s). The FDIC considers the qualified investments, community development loans, and community development services that benefit areas outside the bank's assessment area(s), if the bank has adequately addressed the needs of its assessment area(s).   (f)  Community development performance rating. The FDIC rates a bank's community development performance as provided in Appendix A of this part. [Codified to 12 C.F.R. § 345.25] [Section 345.25 added at 60 Fed. Reg. 22204, May 4, 1995, effective July 1, 1995] {{12-31-07 p.2786.07}} § 345.26 Small bank performance standards.   (a)  Performance criteria--(1)  Small banks that are not intermediate small banks. The FDIC evaluates the record of a small bank that is not, or that was not during the prior calendar year, an intermediate small bank, of helping to meet the credit needs of its assessment area(s) pursuant to the criteria set forth in paragraph (b) of this section.     (2)  Intermediate small banks. The FDIC evaluates the record of a small bank that is, or that was during the prior calendar year, an intermediate small bank, of helping to meet the credit needs of its assessment area(s) pursuant to the criteria set forth in paragraphs (b) and (c) of this section.   (b)  Lending test. A small bank's lending performance is evaluated pursuant to the following criteria:     (1)  The bank's loan-to-deposit ratio, adjusted for seasonal variation, and, as appropriate, other lending-related activities, such as loan originations for sale to the secondary markets, community development loans, or qualified investments;     (2)  The percentage of loans, and, as appropriate, other lending-related activities located in the bank's assessment area(s);     (3)  The bank's record of lending to and, as appropriate, engaging in other lending-related activities for borrowers of different income levels and businesses and farms of different sizes;     (4)  The geographic distribution of the bank's loans; and     (5)  The bank's record of taking action, if warranted, in response to written complaints about its performance in helping to meet credit needs in its assessment area(s).   (c) Community development test. An intermediate small bank's community development performance also is evaluated pursuant to the following criteria:     (1)  The number and amount of community development loans;     (2)  The number and amount of qualified investments;     (3)  The extent to which the bank provides community development services; and     (4)  The bank's responsiveness through such activities to community development lending, investment, and services needs.   (d)  Small bank performance rating. The FDIC rates the performance of a bank evaluated under this section as provided in appendix A of this part. [Codified to 12 C.F.R. § 345.26] [Section 345.26 added at 60 Fed. Reg. 22205, May 4, 1995, effective July 1, 1995; amended at 70 Fed. Reg. 44269, August 2, 2005, effective September 1, 2005; 71 Fed. Reg. 78337, December 29, 2006, effective January 1, 2007; 72 Fed. Reg. 72573, December 21, 2007, effective January 1, 2008] § 345.27 Strategic plan.   (a)  Alternative election. The FDIC will assess a bank's record of helping to meet the credit needs of its assessment area(s) under a strategic plan if:     (1)  The bank has submitted the plan to the FDIC as provided for in this section;     (2)  The FDIC has approved the plan;     (3)  The plan is in effect; and     (4)  The bank has been operating under an approved plan for at least one year.   (b)  Data reporting. The FDIC's approval of a plan does not affect the bank's obligation, if any, to report data as required by § 345.42.   (c)  Plans in general--(1)  Term. A plan may have a term of no more than five years, and any multi-year plan must include annual interim measurable goals under which the FDIC will evaluate the bank's performance.     (2)  Multiple assessment areas. A bank with more than one assessment area may prepare a single plan for all of its assessment areas or one or more plans for one or more of its assessment areas.     (3)  Treatment of affiliates. Affiliated institutions may prepare a joint plan if the plan provides measurable goals for each institution. Activities may be allocated among institutions at the institutions' option, provided that the same activities are not considered for more than one institution.   (d)  Public-participation in plan development. Before submitting a plan to the FDIC for approval, a bank shall: {{12-31-07 p.2786.08}}     (1)  Informally seek suggestions from members of the public in its assessment area(s) covered by the plan while developing the plan;     (2)  Once the bank has developed a plan, formally solicit public comment on the plan for at least 30 days by publishing notice in at least one newspaper of general circulation in each assessment area covered by the plan; and     (3)  During the period of formal public comment, make copies of the plan available for review by the public at no cost at all offices of the bank in any assessment area covered by the plan and provide copies of the plan upon request for a reasonable fee to cover copying and mailing, if applicable.   (e)  Submission of plan. The bank shall submit its plan to the FDIC at least three months prior to the proposed effective date of the plan. The bank shall also submit with its plan a description of its informal efforts to seek suggestions from members of the public, any written public comment received, and, if the plan was revised in light of the comment received, the initial plan as released for public comment.   (f)  Plan content--(1)  Measurable goals.  (i)  A bank shall specify in its plan measurable goals for helping to meet the credit needs of each assessment area covered by the plan, particularly the needs of low- and moderate-income geographies and low- and moderate-income individuals, through lending, investment, and service as appropriate.       (ii)  A bank shall address in its plan all three performance categories and, unless the bank has been designated as a wholesale or limited purpose bank, shall emphasize lending and lending-related activities. Nevertheless, a different emphasis, including a focus on one or more performance categories, may be appropriate if responsive to the characteristics and credit needs of its assessment area(s), considering public comment and the bank's capacity and constraints, product offerings, and business strategy.     (2)  Confidential information. A bank may submit additional information to the FDIC on a confidential basis, but the goals stated in the plan must be sufficiently specific to enable the public and the FDIC to judge the merits of the plan.     (3)  Satisfactory and outstanding goals. A bank shall specify in its plan measurable goals that constitute "satisfactory" performance. A plan may specify measurable goals that constitute "outstanding" performance. If a bank submits, and the FDIC approves, both "satisfactory" and "outstanding" performance goals, the FDIC will consider the bank eligible for an "outstanding" performance rating.     (4)  Election if satisfactory goals not substantially met. A bank may elect in its plan that, if the bank fails to meet substantially its plan goals for a satisfactory rating, the FDIC will evaluate the bank's performance under the lending, investment, and service tests, the community development test, or the small bank performance standards, as appropriate.   (g)  Plan approval--(1)  Timing. The FDIC will act upon a plan within 60 calendar days after the FDIC receives the complete plan and other material required under paragraph (d) of this section. If the FDIC fails to act within this time period, the plan shall be deemed approved unless the FDIC extends the review period for good cause.     (2)  Public participation. In evaluating the plan's goals, the FDIC considers the public's involvement in formulating the plan, written public comment on the plan, and any response by the bank to public comment on the plan.     (3)  Criteria for evaluating plan. The FDIC evaluates a plan's measurable goals using the following criteria, as appropriate:       (i)  The extent and breadth of lending or lending-related activities, including, as appropriate, the distribution of loans among different geographies, businesses and farms of different sizes, and individuals of different income levels, the extent of community development lending, and the use of innovative or flexible lending practices to address credit needs;       (ii)  The amount and innovativeness, complexity, and responsiveness of the bank's qualified investments; and       (iii)  The availability and effectiveness of the bank's systems for delivering retail banking services and the extent and innovativeness of the bank's community development services. {{12-31-07 p.2786.09}}   (h)  Plan amendment. During the term of a plan, a bank may request the FDIC to approve an amendment to the plan on grounds that there has been a material change in circumstances. The bank shall develop an amendment to a previously approved plan in accordance with the public participation requirements of paragraph (d) of this section.   (i)  Plan assessment. The FDIC approves the goals and assesses performance under a plan as provided for in Appendix A of this part. [Codified to 12 C.F.R. § 345.27] [Section 345.27 added at 60 Fed. Reg. 22205, May 4, 1995, effective July 1, 1995; amended at 60 Fed. Reg. 66050, December 20, 1995, effective January 1, 1996] § 345.28 Assigned ratings.   (a)  Ratings in general. Subject to paragraphs (b) and (c) of this section, the FDIC assigns to a bank a rating of "outstanding," "satisfactory," "needs to improve," or "substantial noncompliance" based on the bank's performance under the lending, investment and service tests, the community development test, the small bank performance standards, or an approved strategic plan, as applicable.   (b)  Lending, investment, and service tests. The FDIC assigns a rating for a bank assessed under the lending, investment, and service tests in accordance with the following principles:     (1)  A bank that receives an "outstanding" rating on the lending test receives an assigned rating of at least "satisfactory";     (2)  A bank that receives an "outstanding" rating on both the service test and the investment test and a rating of at least "high satisfactory" on the lending test receives an assigned rating of "outstanding"; and     (3)  No bank may receive an assigned rating of "satisfactory" or higher unless it receives a rating of at least "low satisfactory" on the lending test.   (c)  Effect of evidence of discriminatory or other illegal credit practices. (1)  The FDIC's evaluation of a bank's CRA performance is adversely affected by evidence of discriminatory or other illegal credit practices in any geography by the bank or in any assessment area by any affiliate whose loans have been considered as part of the bank's lending performance. In connection with any type of lending activity described in § 345.22(a), evidence of discriminatory or other credit practices that violate an applicable law, rule, or regulation includes, but is not limited to:       (i)  Discrimination against applicants on a prohibited basis in violation, for example, of the Equal Credit Opportunity Act or the Fair Housing Act;       (ii)  Violations of the Home Ownership and Equity Protection Act;       (iii)  Violations of section 5 of the Federal Trade Commission Act;       (iv)  Violations of section 8 of the Real Estate Settlement Procedures Act; and       (v)  Violations of the Truth in Lending Act provisions regarding a consumer's right of rescission.     (2)  In determining the effect of evidence of practices described in paragraph (c)(1) of this section on the bank's assigned rating, the FDIC considers the nature, extent, and strength of the evidence of the practices; the policies and procedures that the bank (or affiliate, as applicable) has in place to prevent the practices; any corrective action that the bank (or affiliate, as applicable) has taken or has committed to take, including voluntary corrective action resulting from self-assessment; and any other relevant information. [Codified to 12 C.F.R. § 345.28.] [Section 345.28 added at 60 Fed. Reg. 22206, May 4, 1995, effective July 1, 1995; 70 Fed. Reg. 44269, August 2, 2005, effective September 1, 2005] {{12-31-07 p.2786.10}} § 345.29 Effect of CRA performance on applications.   (a)  CRA performance. Among other factors, the FDIC takes into account the record of performance under the CRA of each applicant bank in considering an application for approval of:     (1)  The establishment of a domestic branch or other facility with the ability to accept deposits;     (2)  The relocation of the bank's main office or a branch;     (3)  The merger, consolidation, acquisition of assets, or assumption of liabilities; and     (4)  Deposit insurance for a newly chartered financial institution.   (b)  New financial institutions. A newly chartered financial institution shall submit with its application for deposit insurance a description of how it will meet its CRA objectives. The FDIC takes the description into account in considering the application and may deny or condition approval on that basis.   (c)  Interested parties. The FDIC takes into account any views expressed by interested parties that are submitted in accordance with the FDIC's procedures set forth in part 303 of this chapter in considering CRA performance in an application listed in paragraphs (a) and (b) of this section.   (d)  Denial or conditional approval of application. A bank's record of performance may be the basis for denying or conditioning approval of an application listed in paragraph (a) of this section. [Codified to 12 C.F.R. § 345.29] [Section 345.29 added at 60 Fed. Reg. 22206, May 4, 1995, effective July 1, 1995] Subpart C—Records, Reporting, and Disclosure Requirements § 345.41 Assessment area delineation.   (a)  In general. A bank shall delineate one or more assessment areas within which the FDIC evaluates the bank's record of helping to meet the credit needs of its community. The FDIC does not evaluate the bank's delineation of its assessment area(s) as a separate performance criterion, but the FDIC reviews the delineation for compliance with the requirements of this section.   (b)  Geographic area(s) for wholesale or limited purpose banks. The assessment area(s) for a wholesale or limited purpose bank must consist generally of one or more MSAs or metropolitan divisions (using the MSA or metropolitan division boundaries that were in effect as of January 1 of the calendar year in which the delineation is made) or one or more contiguous political subdivisions, such as counties, cities, or towns, in which the bank has its main office, branches, and deposit-taking ATM's.   (c)  Geographic area(s) for other banks. The assessment area(s) for a bank other than a wholesale or limited purpose bank must:     (1)  Consist generally of one or more MSAs or metropolitan divisions (using the MSA or metropolitan divisions boundaries that were in effect as of January 1 of the calendar year in which the delineation is made) or one or more contiguous political subdivisions, such as counties, cities, or towns; and     (2)  Include the geographies in which the bank has its main office, its branches, and its deposit-taking RSFs, as well as the surrounding geographies in which the bank has originated or purchased a substantial portion of its loans (including home mortgage loans, small business and small farm loans, and any other loans the bank chooses, such as those consumer loans on which the bank elects to have its performance assessed).   (d)  Adjustments to geographic area(s). A bank may adjust the boundaries of its assessment area(s) to include only the portion of a political subdivision that it reasonably can be expected to serve. An adjustment is particularly appropriate in the case of an assessment area that otherwise would be extremely large, of unusual configuration, or divided by significant geographic barriers. {{12-31-07 p.2786.10-A}}   (e)  Limitations on the delineation of an assessment area. Each bank's assessment area(s):     (1)  Must consist only of whole geographies;     (2)  May not reflect illegal discrimination;     (3)  May not arbitrarily exclude low- or moderate-income geographies, taking into account the bank's size and financial condition; and     (4)  May not extend substantially beyond an MSA boundary or beyond a state boundary unless the assessment area is located in a multistate MSA. If a bank serves a geographic area that extends substantially beyond a state boundary, the bank shall delineate separate assessment areas for the areas in each state. If a bank serves a geographic area that extends substantially beyond an MSA boundary, the bank shall delineate separate assessment areas for the areas inside and outside the MSA.   (f)  Banks serving military personnel. Notwithstanding the requirements of this section, a bank whose business predominantly consists of serving the needs of military personnel or their dependents who are not located within a defined geographic area may delineate its entire deposit customer base as its assessment area.   (g)  Use of assessment area(s). The FDIC uses the assessment area(s) delineated by a bank in its evaluation of the bank's CRA performance unless the FDIC determines that the assessment area(s) do not comply with the requirements of this section. [Codified to 12 C.F.R. § 345.41] [Section 345.41 added at 60 Fed. Reg. 22206, May 4, 1995, effective July 1, 1995; as amended by 69 Fed. Reg. 41188, July 8, 2004] § 345.42 Data collection, reporting, and disclosure.   (a)  Loan information required to be collected and maintained. A bank, except a small bank, shall collect, and maintain in machine readable form (as prescribed by the FDIC) {{8-31-04 p.2786.11}}until the completion of its next CRA examination, the following data for each small business or small farm loan originated or purchased by the bank:     (1)  A unique number or alpha-numeric symbol that can be used to identify the relevant loan file;     (2)  The loan amount at origination;     (3)  The loan location; and     (4)  An indicator whether the loan was to a business or farm with gross annual revenues of $1 million or less.   (b)  Loan information required to be reported. A bank, except a small bank or a bank that was a small bank during the prior calendar year, shall report annually by March 1 to the FDIC in machine readable form (as prescribed by the FDIC) the following data for the prior calendar year:     (1)  Small business and small farm loan data. For each geography in which the bank originated or purchased a small business or small farm loan, the aggregate number and amount of loans:       (i)  With an amount at origination $100,000 or less;       (ii)  With an amount at origination of more than $100,000 but less than or equal to $250,000;       (iii)  With an amount at origination of more than $250,000; and       (iv)  To businesses and farms with gross annual revenues of $1 million or less (using the revenues that the bank considered in making its credit decision);     (2)  Community development loan data. The aggregate number and aggregate amount of community development loans originated or purchased; and     (3)  Home mortgage loans. If the bank is subject to reporting under part 203 of this title, the location of each home mortgage loan application, origination, or purchase outside the MSAs in which the bank has a home or branch office (or outside any MSA) in accordance with the requirements of part 203 of this title.   (c)  Optional data collection and maintenance.--(1)  Consumer loans. A bank may collect and maintain in machine readable form (as prescribed by the FDIC) data for consumer loans originated or purchased by the bank for consideration under the lending test. A bank may maintain data for one or more of the following categories of consumer loans: motor vehicle, credit card, home equity, other secured, and other unsecured. If the bank maintains data for loans in a certain category, it shall maintain data for all loans originated or purchased within that category. The bank shall maintain data separately for each category, including for each loan:       (i)  A unique number or alpha-numeric symbol that can be used to identify the relevant loan file;       (ii)  The loan amount at origination or purchase;       (iii)  The loan location; and       (iv)  The gross annual income of the borrower that the bank considered in making its credit decision.     (2)  Other loan data. At its option, a bank may provide other information concerning its lending performance, including additional loan distribution data.   (d)  Data on affiliate lending. A bank that elects to have the FDIC consider loans by an affiliate, for purposes of the lending or community development test or an approved strategic plan, shall collect, maintain, and report for those loans the data that the bank would have collected, maintained, and reported pursuant to paragraphs (a), (b), and (c) of this section had the loans been originated or purchased by the bank. For home mortgage loans, the bank shall also be prepared to identify the home mortgage loans reported under part 203 of this title by the affiliate.   (e)  Data on lending by a consortium or a third party. A bank that elects to have the FDIC consider community development loans by a consortium or third party, for purposes of the lending or community development tests or an approved strategic plan, shall report for those loans the data that the bank would have reported under paragraph (b)(2) of this section had the loans been originated or purchased by the bank. {{8-31-04 p.2786.12}}   (f)  Small banks electing evaluation under the lending, investment, and service tests. A bank that qualifies for evaluation under the small bank performance standards but elects evaluation under the lending, investment, and service tests shall collect, maintain, and report the data required for other banks pursuant to paragraphs (a) and (b) of this section.   (g)  Assessment area data. A bank, except a small bank or a bank that was a small bank during the prior calendar year, shall collect and report to the FDIC by March 1 of each year a list for each assessment area showing the geographies within the area.   (h)  CRA Disclosure Statement. The FDIC prepares annually for each bank that reports data pursuant to this section a CRA Disclosure Statement that contains, on a state-by-state basis:     (1)  For each county (and for each assessment area smaller than a county) with a population of 500,000 persons or fewer in which the bank reported a small business or small farm loan:       (i)  The number and amount of small business and small farm loans reported as originated or purchased located in low-, moderate-, middle-, and upper-income geographies:       (ii)  A list grouping each geography according to whether the geography is low-, moderate-, middle-, or upper-income;       (iii)  A list showing each geography in which the bank reported a small business or small farm loan; and       (iv)  The number and amount of small business and small farm loans to businesses and farms with gross annual revenues of $1 million or less;     (2)  For each county (and for each assessment area smaller than a county) with a population in excess of 500,000 persons in which the bank reported a small business or small farm loan:       (i)  The number and amount of small business and small farm loans reported as originated or purchased located in geographies with median income relative to the area median income of less than 10 percent, 10 or more but less than 20 percent, 20 or more but less than 30 percent, 30 or more but less than 40 percent, 40 or more but less than 50 percent, 50 or more but less than 60 percent, 60 or more but less than 70 percent, 70 or more but less than 80 percent, 80 or more but less than 90 percent, 90 or more but less than 100 percent, 100 or more but less than 110 percent, 110 or more but less than 120 percent, and 120 percent or more;       (ii)  A list grouping each geography in the county or assessment area according to whether the median income in the geography relative to the area median income is less than 10 percent, 10 or more but less than 20 percent, 20 or more but less than 30 percent, 30 or more but less than 40 percent, 40 or more but less than 50 percent, 50 or more but less than 60 percent, 60 or more but less than 70 percent, 70 or more but less than 80 percent, 80 or more but less than 90 percent, 90 or more but less than 100 percent, 100 or more but less than 110 percent, 110 or more but less than 120 percent, and 120 percent or more;       (iii)  A list showing each geography in which the bank reported a small business or small farm loan; and       (iv)  The number and amount of small business and small farm loans to businesses and farms with gross annual revenues of $1 million or less;     (3)  The number and amount of small business and small farm loans located inside each assessment area reported by the bank and the number and amount of small business and small farm loans located outside the assessment area(s) reported by the bank; and     (4)  The number and amount of community development loans reported as originated or purchased.   (i)  Aggregate disclosure statements. The FDIC, in conjunction with the Board of Governors of the Federal Reserve System, the Office of the Comptroller of the Currency, and the Office of Thrift Supervision, prepares annually, for each MSA (including an MSA or metropolitan division that crosses a state boundary) and the nonmetropolitan portion of each state, an aggregate disclosure statement of small business and small farm lending by all institutions subject to reporting under this part or parts 25, 228, or 563e of this title. {{8-31-04 p.2786.13}}These disclosure statements indicate, for each geography, the number and amount of all small business and small farm loans originated or purchased by reporting institutions, except that the FDIC may adjust the form of the disclosure if necessary, because of special circumstances, to protect the privacy of a borrower or the competitive position of an institution.   (j)  Central data depositories. The FDIC makes the aggregate disclosure statements, described in paragraph (i) of this section, and the individual bank CRA Disclosure Statements, described in paragraph (h) of this section, available to the public at central data depositories. The FDIC publishes a list of the depositories at which the statements are available. [Codified to 12 C.F.R. § 345.42] [Section 345.42 added at 60 Fed. Reg. 22206, May 4, 1995, effective July 1, 1995; as amended by 69 Fed. Reg. 41188, July 8, 2004] § 345.43 Content and availability of public file.   (a)  Information available to the public. A bank shall maintain a public file that includes the following information:     (1)  All written comments received from the public for the current year and each of the prior two calendar years that specifically relate to the bank's performance in helping to meet community credit needs, and any response to the comments by the bank, if neither the comments nor the responses contain statements that reflect adversely on the good name or reputation of any persons other than the bank or publication of which would violate specific provisions of law;     (2)  A copy of the public section of the bank's most recent CRA Performance Evaluation prepared by the FDIC. The bank shall place this copy in the public file within 30 business days after its receipt from the FDIC;     (3)  A list of the bank's branches, their street addresses, and geographies;     (4)  A list of branches opened or closed by the bank during the current year and each of the prior two calendar years, their street addresses and geographies;     (5)  A list of services (including hours of operation, available loan and deposit products, and transaction fees) generally offered at the bank's branches and descriptions of material differences in the availability or cost of services at particular branches, if any. At its option, a bank may include information regarding the availability of alternative systems for delivering retail banking services (e.g., RSFs, RSFs not owned or operated by or exclusively for the bank, banking by telephone or computer, loan production offices, and bank-at-work or bank-by-mail programs);     (6)  A map of each assessment area showing the boundaries of the area and identifying the geographies contained within the area, either on the map or in a separate list; and     (7)  Any other information the bank chooses.   (b)  Additional information available to the public--(1)  Banks other than small banks. A bank, except a small bank during the prior calendar year, shall include in its public file the following information pertaining to the bank and its affiliates, if applicable, for each of the prior two calendar years:       (i)  If the bank has elected to have one or more categories of its consumer loans considered under the lending test, for each of these categories, the number and amount of loans:         (A)  To low-, moderate-, middle-, and upper-income individuals;         (B)  Located in low-, moderate-, middle-, and upper-income census tracts; and         (C)  Located inside the bank's assessment area(s) and outside the bank's assessment area(s); and       (ii)  The bank's CRA Disclosure Statement. The bank shall place the statement in the public file within three business days of its receipt from the FDIC.     (2)  Banks required to report Home Mortgage Disclosure Act (HMDA) data. A bank required to report home mortgage loan data pursuant part 203 of this title shall include in {{8-31-04 p.2786.14}}its public file a copy of the HMDA Disclosure Statement provided by the Federal Financial Institutions Examination Council pertaining to the bank for each of the prior two calendar years. In addition, a bank that elected to have the FDIC consider the mortgage lending of an affiliate for any of these years shall include in its public file the affiliate's HMDA Disclosure Statement for those years. The bank shall place the statement(s) in the public file within three business days after receipt.     (3)  Small banks. A small bank or a bank that was a small bank during the prior calendar year shall include in its public file:       (i)  The bank's loan-to-deposit ratio for each quarter of the prior calendar year and, at its option, additional data on its loan-to-deposit ratio; and       (ii)  The information required for other banks by paragraph (b)(1) of this section, if the bank has elected to be evaluated under the lending, investment, and service tests.     (4)  Banks with strategic plans. A bank that has been approved to be assessed under a strategic plan shall include in its public file a copy of that plan. A bank need not include information submitted to the FDIC on a confidential basis in conjunction with the plan.     (5)  Banks with less than satisfactory ratings. A bank that received a less than satisfactory rating during its most recent examination shall include in its public file a description of its current efforts to improve its performance in helping to meet the credit needs of its entire community. The bank shall update the description quarterly.   (c)  Location of public information. A bank shall make available to the public for inspection upon request and at no cost the information required in this section as follows:     (1)  At the main office and, if an interstate bank, at one branch office in each state, all information in the public file; and     (2)  At each branch:       (i)  A copy of the public section of the bank's most recent CRA Performance Evaluation and a list of services provided by the branch; and       (ii)  Within five calendar days of the request, all the information in the public file relating to the assessment area in which the branch is located.   (d)  Copies. Upon request, a bank shall provide copies, either on paper or in another form acceptable to the person making the request, of the information in its public file. The bank may charge a reasonable fee not to exceed the cost of copying and mailing (if applicable).   (e)  Updating. Except as otherwise provided in this section, a bank shall ensure that the information required by this section is current as of April 1 of each year. [Codified to 12 C.F.R. § 345.43] [Section 345.43 added at 60 Fed. Reg. 22208, May 4, 1995, effective July 1, 1995] § 345.44 Public notice by banks.   A bank shall provide in the public lobby of its main office and each of its branches the appropriate public notice set forth in Appendix B of this part. Only a branch of a bank having more than one assessment area shall include the bracketed material in the notice for branch offices. Only a bank that is an affiliate of a holding company shall include the next to the last sentence of the notices. A bank shall include the last sentence of the notices only if it is an affiliate of a holding company that is not prevented by statute from acquiring additional banks. [Codified to 12 C.F.R. § 345.44] [Section 345.44 added at 60 Fed. Reg. 22208, May 4, 1995, effective July 1, 1995] § 345.45 Publication of planned examination schedule.   The FDIC publishes at least 30 days in advance of the beginning of each calendar quarter a list of banks scheduled for CRA examinations in that quarter. [Codified to 12 C.F.R. § 345.45] [Section 345.45 added at 60 Fed. Reg. 22209, May 4, 1995, effective July 1, 1995]

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Processing Solutions is a leader in the services they provide.  I continue to be impressed with their quick response time and knowledge.  My requests are always followed through with reliable solutions. Jamie N. Fritz, CBA, CRCM Senior Vice President Fidelity Bank of Florida, N.A

 

Thanks for the quick help!  It was pretty impressive!   Ed Reed  Assistant Vice President American Bank of Missouri

 

We’re a small credit union and don’t send your company a lot of business, but can tell that you care about helping us. You promised good service when we signed up with your company and you’ve gone beyond our expectations. Thanks for all your continuing help. Karen Meeks Mortgage Loan Officer Golden Bay Federal Credit Union

 

I just wanted to say thank you for the service level you have been providing to us. Yesterday I needed you to follow up on a manual flood zone determination. I emailed you and within, literally, minutes you returned my call and shortly thereafter your team had the certification emailed to me. This is the response to most anything we have had a need to call you about.  Linda Bradfield  Loan Processor Tri- Counties Bank

 

I am so impressed with your response!  Susan M. Santerelli Attorney at Law Severson & Werson