Citizens Bank's Bruce Van Saun is our Banker of the Year; shake-up continues at Wells Fargo with poaching of Santander's CEO; the Navy commander behind the credit union banks love to hate; and more from this week's most-read stories.

With customers now having the opportunity to onboard across multiple devices and channels, or even through a call center, the likelihood of an inconsistent experience is drastically increased, Neal Keene of Intelledox says.

Bankers are disputing upstarts' claims customers don't like them, noting progress that traditional institutions have made in recent years.

The percentage of farm lenders losing money hit a six-year high in the third quarter, according to the FDIC.

The company will pay $122 million for six branches and nearly $1 billion in assets.

While digital channels are becoming more popular, many banks remain committed to highway advertising.

The country's top six banks were sideswiped by rising provisions for soured loans and slumping capital markets.

In some cases bankers' willingness to close branches and cut staff is a testament to their company's strength.

CEO Charlie Scharf said in a letter to Congress that a review is underway to determine how many customers were affected by confusion over monthly fees and that the bank will begin issuing refunds next year.

In search of new sources of revenue now that it has slashed fees on stock trades, the brokerage giant could use the influx of deposits it will get from acquiring its rival to grow its loan portfolio and add new banking services.

Christopher Maher, who has announced seven bank deals since 2015, says a stable rate outlook will help buyers and sellers crunch merger numbers.

A 15-hour shutdown of online banking, mobile banking, ATMs and wire transfers was caused by a single data storage unit. BB&T's lawsuit blames the vendor, but the bank may have left itself too exposed to equipment failure.

The online lender, which has received state approval to establish a virtual currency business, can now offer a full range of investment services — including trading in digital assets — in New York.

The decline in revenue from capital markets undercut gains in consumer banking and pushed fiscal fourth-quarter earnings below analysts’ expectations.

Instead of imposing interest rate caps, policymakers should require online lenders to provide clear disclosures and promote partnerships with banks.

Apollo Bank's agreement to be sold to a credit union has bankers worried there will be larger such sales in 2020.

Apollo Bank's agreement to be sold to a credit union has bankers worried there will be larger such sales in 2020.

BB&T has said the outage, which blocked customers' account access for hours, cost it about $20 million.

Craig Howie, who joined the bank after a merger, will succeed the retiring Jon Evans on Jan. 1.