Fifth Third Bank 2011 Annual Report Download - page 11

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2011 ANNUAL REPORT 9
BUSINESS DESCRIPTION
Consumer Lending is the other
side of the Fifth Third Consumer
Bank experience. We provide
solutions that enable customers
to achieve their goals. Mortgages,
student loans and auto loans that
are originated through our various
delivery channels positively impact
not only our customers, but also
the communities in which they live.
CUSTOMER FOCUS
Buying a car or house, financing
an education and building a future
are deeply personal events. Fifth
Third’s loan products are designed
to be just as personal.
Each customer is different;
each situation is different. We
consistently work with borrowers
to understand their financial
situations and their goals. We
provide expert advice from an
integrated team, outstanding
service from resourceful
employees, and smart solutions
that are tailored to the customer.
This may include options that can
help a customer pay off a loan
faster by refinancing to a shorter
term or lowering a rate to reduce
the payment. We are committed to
working with customers to create
mutually beneficial outcomes.
STRATEGY
To evolve with the dynamic
marketplace and meet the
changing needs of customers, we
continue to adjust our lending
products and services. Our
strategic focus is to surround each
new and existing customer with
a team of professional bankers
committed to understanding their
unique needs, providing options
and working with them to identify
the right solution.
We recognize that we are partners
with most of our customers for the
long term, and it’s important for
us to be trusted and valued over
the life of the loan, and hopefully,
for many years beyond. Customer
experience and operational
excellence work hand-in-hand to
create that trust and value.
Our sales and service associates
strive to achieve the highest
ratings for customer experience
while delivering operational
excellence. In 2011, we advanced
our mortgage origination market
share within the top 20 and
remained a top five market share
leader within the non-captive
prime auto lending space.
CONSUMER LENDING
2011 CONSUMER LENDING
HIGHLIGHTS
$1.0 BILLION
TOTAL REVENUE
$20.9 BILLION
AVERAGE LOANS
$70.8 BILLION MORTGAGE
SERVICING PORTFOLIO
8,288 DEALER INDIRECT
AUTO LENDING NETWORK