The Cincinnati, Ohio, bank also promoted three other top executives to new roles. All of the changes will be effective in early 2024.

U.S. Bancorp and Truist picked literal names for their virtual assistants to avoid confusing customers, while Fifth Third and Regions created characters called "Jeanie" and "Reggie" to put clients at ease. Other companies are trying to split the difference.

The wealth and asset management team, led by Kristine Garrett, saw a 34% year-over-year boost in total revenue for its business line, up to $626.6  million.  

The regional bank started making moves to protect deposits last year, which prevented steeper declines during a volatile first quarter, CEO Tim Spence says.

The regional bank's play for a piece of the wealth management pie, under wraps for more than a year, has a unique twist.

At the end of 2020, when Melissa Stevens began running both digital and marketing for Fifth Third Bank, fewer than 10% of new customer checking accounts came through the digital channel. Now the bank is on track to end 2022 with more than 25% of sales originating online or on mobile. 

Education in financial literacy instills both know-how and confidence, knowledge most teens lack when transitioning into adulthood.

The Cincinnati bank used to rely on surveys to gauge how satisfied customers were after speaking to a contact center agent. Technology has made the task easier and more comprehensive, and spotlighted common issues that triggered a high volume of calls.

Consumers welcome more generous forgiveness policies and the chance to have past defaults erased from their record, but they need assistance connecting the dots, financial services executives say.

The Consumer Financial Protection Bureau sent a mass email to thousands of the bank's customers and former employees to gather information about the possible creation of phony accounts. Critics — including a federal judge — say the CFPB asked leading questions and may have overstepped its bounds.