Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.
Affluent serves customers with $250,000 or more of investable assets and partners with Wealth & Investment Management to meet the specific – and often complex – financial needs of our affluent and affluent away customers. Affluent includes Wells Fargo At WorkSM, which partners with our business customers to provide financial education resources for their employees that may help them achieve their financial goals through virtual or in-person workshops and on-demand webinars. The program is also offered for participating educational institutions to support their students, faculty, and staff.
Branch Banking serves more than 70 million consumer and small business customers through a distribution network consisting of approximately 4,900 retail banking branches, complemented by online and digital channels, and a network of 13,000 ATMs across 36 states and Washington, D.C. Branch Banking includes the regions, Branch Banking Operations and Supervision, and Consumer Banking National Business Development.
Small Business serves the financial needs of small business owners with annual sales of up to $5 million and includes Small Business Lending, Small Business Relationship Management, Core and Government Products, and Small Business Strategy. It also includes a Healthcare Practices group, which combines a team of experts, practice financing, and resources to help medical, dental, veterinary, and optometric practitioners acquire, build, equip, and refinance their practices.
Consumer Data and Engagement Platforms
Consumer Data and Engagement Platforms (CDEP) works across the CSBB, Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo’s customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives.
CSBB Business Execution
CSBB Business Execution partners with business and finance leaders to help drive effective execution and accountability of strategic initiatives across CSBB. The team also ensures comprehensive business execution plans are in place across key initiatives, helps build management processes and routines to monitor and drive execution, and develops metrics and reporting to track progress and provide clarity and transparency.
CSBB Chief Administration Office
CSBB Chief Administrative Office leads several strategic functions to drive CSBB’s transformation and help its businesses improve customer experience, manage risk, and increase efficiency. Functions include strategic planning, process engineering, global delivery, project management, front line operational risk programs, conduct, employee initiatives, and resolution and recovery planning across CSBB. The team also leads enterprise expense initiatives and risk transformation efforts for CSBB.
CSBB Chief Marketing Office
CSBB Chief Marketing Office provides marketing support for the CSBB businesses and the Marketing Centers of Excellence (COE) support for marketing needs across the enterprise. The team has accountability to define the line of business marketing strategy and execute marketing campaigns.
CSBB Control Management
CSBB Control Management serves as the front line of risk management and is primarily responsible for ensuring effective front-line risk identification, measurement, monitoring, controls, and mitigation for the CSBB businesses. This team works to ensure internal controls, processes, and procedures are adequate and effective, and executive management understands the risks, exposures, and trends that impact the business. The group also collaborates on projects and initiatives by providing support and awareness of risks and mitigating control solutions.
CSBB Diverse Customer Segments
CSBB Diverse Customer Segments (DCS) leads CSBB's strategy to diverse consumer segments, focusing on understanding the needs of diverse markets and leveraging customer feedback, data, analytics, and insights to guide strategies. CSBB DCS works to bridge gaps by bringing Wells Fargo's full set of resources to the diverse communities that Wells Fargo serves. The team includes the Strategic Planning, Enterprise Strategic Diverse Initiatives, Small Business, Mass Market, and Affluent/Emerging Affluent diverse segments teams.
CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.
CSBB Strategy and Innovation
CSBB Strategy and Innovation works with the CSBB leadership and the enterprise Strategy, Digital, and Innovation leadership teams to identify and develop the CSBB strategic plan, innovation priorities and opportunities, and ensure alignment with the overall strategy for the company.
Deposit Products includes deposit and debit product groups, offering innovative checking, savings, and payment strategies that form the core of our customers' relationship with Wells Fargo and fulfill a broad array of their financial needs.