2022 ASB Environmental, Social and Governance Report

THRIVING CUSTOMERS

ANYTIME, ANYWHERE BANKING The bread and butter of our business has always been our strong branch network and friendly and knowledgeable bankers who take the time to get to know customers and provide tailored solutions to address their specific needs and goals. With 36 locations across our state and 29 offering weekend hours, we strive to provide customers with banking options that meet their needs and lifestyle. We are also seeking opportunities to enhance our Customer Banking Center, which customers can call for support seven days a week, including most holidays. While most customers go to our website for answers to their common questions, some prefer to speak with one of our Call Center bankers for more specific support. Our team of skilled bankers not only responds to customer inquiries, they also proactively reach out to customers to provide financial guidance and support based on their anticipated needs. The pandemic certainly shifted the way our customers prefer to manage their finances, and we’ve had to adapt to those changes. Since many of our customers now complete their common banking transactions online or by using our ASB Hawaii Mobile App, we’ve made strategic decisions to consolidate some of our locations to align with customers’ evolving banking preferences. To meet customers’ evolving needs, ASB continues to invest in technology and enhance our digital banking solutions. Along with these shifts, we’ve also gained opportunities to streamline and automate processes and support our teammates in delivering an even better customer experience.

In December 2019, prior to Covid-19, approximately 18 percent of deposit transactions were made using an ATM or our ASB Hawaii Mobile App. Just three years later, that number has increased to nearly 54 percent and customers have expressed interest in accessing their banking from home, on-the-go and at any time of the day.

In a 2022 Brand Equity Survey conducted by Ward Research, Hawaii residents indicated “easy to use online and mobile banking” as the most important factor in choosing a primary bank. And, for the second year in a row, ASB ranked No. 1 in this category among all other local financial institutions.

ASBHAWAII.COM

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