Bank of the West 2010 Annual Report Download - page 14

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PERSONAL BANKING
We believe that our customers’ relationships with us
should be about more than entrusting us with deposits
and borrowing funds. We do those important things
well, but when you are a relationship bank you focus
on helping people achieve their financial dreams, on
helping people manage their finances conveniently, on
helping people and their communities prosper.
Relationship banking means talking with our customers
when and where they want. We demonstrate
commitment to diverse communities by the
breadth of our services and the many channels
customers can use to conduct business with us.
In 2010, we improved our online banking
service. Online account openings jumped more
than 140%, and the number of customers using
our online bill pay service increased 10%. We
added a money transfer feature that allows
customers to safely send money via email to pay
a landlord, a babysitter, or to split the restaurant
bill with friends. We introduced mobile banking
features that allow customers to check account
balances, receive alerts regarding account
activity and transfer money between accounts. In a solid
affirmation that we are keeping pace with consumers,
20,000 customers signed up for mobile banking in the
first five months following launch.
Customers want choices in managing their money, so
we are investing in online and mobile services as well
as in telephone banking and ATMs. We continue to
improve our access channels so that we can deliver
“When our home near Boulder was destroyed by
wildfire, we lost almost everything except our clothes
and our indomitable spirits. The folks in the branch
weren’t just outstanding bankers who did our
complicated home financing, but world-class friends
who gave me space in the branch as an oasis to get
our lives back. Manager Lisa Evans distinguished
herself beyond measure and rekindled hope daily; we
laughed when tears were near. We have a relationship
with Lisa that I count on.”
Boulder native Doug Looney, at his new home, is a retired senior writer for
Sports Illustrated.
Personalized banking is the objective we strive
to achieve, offering service that acknowledges
individual needs.
Engaging
customers one
person at a time
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