Hispanic Service Audit

Is your financial institution prepared to service the Hispanic market? The FDIC recently projected that in the next two years, Hispanic households with checking accounts will increase by 57 percent and those with savings accounts by 76 percent. Over the next two decades, more than half of all growth in retail banking is expected to come from the Hispanic market.*

There's a lot to learn about this ever-growing community, and how to serve its needs. A branch-level service audit targeted specifically to the servicing capabilities of your institution to the Hispanic community is a great place to start.

Our team will work with you to design customized surveys and shopping scenarios with specific attention to the current level of employee training and your expectations.

• How are Spanish speaking clientele being handled in the branch and/or on the phone?
• Are sales and service levels satisfactory?
• Are Spanish brochures and literature readily available?
• What do your Spanish speaking clients experience in banking with you?
• Are Spanish speaking prospects enticed to do business with you?

Results from a Hispanic Service Audit can help you determine where training and improvements need to be made to better serve the Hispanic community.

For more information, please complete the following form or call Shelley Robins at 800.725.9550.