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Responsible Banking Report USA 2018

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Responsible Banking Report USA 2018 Responsible Banking Report USA 2018 TABLE OF Executive Summary Sustainable Finance | | CONTENTS - Letter from the CEO 3 - Management of Environmental & Social Impacts 31 - Letter from Responsible Business Executive | 4 - Sustainable Financing | 32 - About BBVA | 5 - Community Reinvestment Act | 32 - Key Responsible Business Indicators | 6 - Lending | 33 - Awards | 7 - Community Development Investments | 34 - International Commitments & Corporate Policies | 8 - Community Development Services | 34 Strategy Community Investment - Vision & Aspiration | 9 - Community Investments | 35 - Values | 10 - Financial Education | 36 - Transformation | 11 - BBVA Momentum | 37 - Materiality | 12 - Stakeholders | 14 The Environment - Environmental Commitment | 39 Governance - Energy & Emissions | 40 - Organizational Structure | 15 - Water | 40 - Internal Control Model | 17 - Materials | 40 - Compliance | 18 - Responsible Banking | 20 Appendix - Sustainable Development Goals | 41 The Customer - About this Report | 43 - Customer Experience | 21 - GRI Standards Content Index | 44 - TCR Communications | 22 - GRI Standards Context Index / DMAs | 48 - Complaint & Claims Management | 22 - Assurance Letter | 56 - Customer Protection | 23 The Team - Opportunity Starts Here | 24 - Professional Development | 25 - Diversity & Inclusion | 26 - Compensation & Benefits | 27 - Volunteerism & Social Engagement | 28 - Workforce Data | 29 2 Executive Summary Strategy Governance The Customer The Team Sustainable Finance Community Investment The Environment Appendix Letter from the President & CEO In addition to the financial success essential part of meeting demands Our commitment to these key BBVA achieved last year in the U.S., for funds without disrupting initiatives will continue to be one the bank also earned a number of routine operations. Proper liquidity of the threads that bind us to our industry accolades that reflect its management also ensures the bank past achievements as we move commitment to its employees and the continues to be well prepared for forward. Combined with our ongoing communities it serves. Some of the market volatility. And, as the bank digital transformation, BBVA is well most significant achievements were works toward its purpose of bringing positioned for continued success. the bank’s outstanding CRA rating, its the age of opportunity to everyone, we The partnership between our extensive increased commercial customer net envision building a more sustainable branch network and our award- Dear Stakeholders, promoter score, and the recognition future through lending, products and winning digital channels creates in the top five in Futurion’s 2019 services so that we are continually an omnichannel experience that is This year marks my first as the U.S. mobile deposit benchmark report. building value for stakeholders and difficult for a digital-only provider to Country Manager and CEO of BBVA. contributing in a meaningful way replicate. Our own research clearly I am proud to lead such a successful Going forward, we will continue to to a more sustainable world. shows the importance of branches in and committed team of professionals, focus our efforts on those topics support of digital product adoption and I am more than a little impressed that are of specific importance to In an effort to continue providing and, beyond that, we know that with their accomplishments over the our shareholders: data protection, clear and ethical information to consumers consistently use more past year. This year also marks the sustainability, and ethical behavior. our employees and our customers, than one channel. Our objective, bank’s global transition to its new The protection of our customers’ the bank has implemented its therefore, is to serve our customers brand identity. As you may notice data is a critical responsibility, and Transparent, Clear and Responsible according to their needs, providing here, the bank’s individual country one of the fundamental commitments (TCR) Communication project. TCR products and services that match the units have eliminated their individual we make to our customers. This provides transparent and pertinent ways they use the bank, and bring variations — such as BBVA Compass is clearly reflected through the information to employees and clients the age of opportunity to everyone. — in favor of a single, updated BBVA establishment and continual so customers can make sound brand. This new brand clearly defines improvement of our Information financial decisions. The program’s us as a unified organization, one Security Program through policies and principles apply to all functional that collaborates across borders security measures that protect the areas across the organization, and benefits from one another’s confidentiality, integrity and availability particularly marketing and sales innovation and advancement. I of BBVA customer information. materials, legal and compliance expect that BBVA USA will not only documents, and digital channels and benefit from this collaboration but Similarly, sustainability and liquidity are designed to enhance usability, Francisco Javier Rodríguez Soler will continue to lead in innovation management will continue to be a clear presentation and communication President & CEO and digital transformation. key focus for us. The bank’s liquidity of banking information. management has always been an 3 Executive Summary Strategy Governance The Customer The Team Sustainable Finance Community Investment The Environment Appendix Letter from Executive Vice President, Director of Communications and Responsible Business In 2018, BBVA USA implemented in 2017, expanded to include and the Equileap Global Report on programs and enhanced processes in a entrepreneurs from all states in Gender Equality: 200 Best Global number of key areas, including: the bank’s footprint, and awarded Companies for Gender Equality. Dallas-based On the Road Lending • Lending and Investments a $75,000 first place prize in 2018. As we move through 2019, Responsible Business will continue – The bank has reached in excess – The Center for Financial Education to demonstrate our dedication to the Dear Stakeholders, $2.7 billion in community pilot program took place in 19 global organization’s core values - the development lending, surpassing markets across the bank’s seven- customer comes first, we think big, This past year marks one of the most its 5-year commitment. state footprint reaching over 2,900 rewarding of my career. Through the and we are one team - by delivering in – In year four of its small business low- to moderate-income adults. hard work and dedication of the entire the last year of our $11 billion pledge commitment, BBVA USA is Responsible Business team -- and – The bank conducted round two of and enhancing and building the already more than halfway to its indeed, a diverse team of people from The Opportunity Fellows Program, capstone projects that further affirm $6.2 billion goal, with $4.8 billion across the bank -- BBVA USA has a joint initiative with Opportunity our commitment to the communities in lending as of 2018. achieved more than we ever thought Finance Network that is designed where we operate. possible just a few short years ago. – The bank worked in close to boost the leadership ranks at partnership with 22 CDFIs across community development financial All these efforts combine for one single Throughout 2018, we have continued to our footprint making investments institutions (CDFIs) across the U.S. purpose, which is to bring the age of demonstrate our strong commitment totaling $69.1 million to increase opportunity to everyone. to responsible banking across our CDFI lending capacity. • Employee Involvement footprint with renewed and improved – BBVA employees contributed programs, and that is reflected in the • Community Giving 110,499 volunteer hours in community service activities forward progress we made on our – During 2018, the Community in 2018. 5-year $11 billion commitment for Giving Program invested $9.8 J. Reymundo Ocañas lending, investments and services million in bank charitable Communications and Responsible Additionally, our work in building one supporting low- and moderate-income sponsorships and grants from the Business – EVP, Director, BBVA USA team has earned BBVA a perfect score individuals and neighborhoods. We BBVA Foundation for community- in the HRC 2018 Corporate Equality made this commitment in 2014, and based programs and events. I’m confident that by the end of 2019, Index, national recognition as a we’ll have exceeded the expectations – BBVA Momentum, a five-month DiversityInc 2018 Noteworthy we set for ourselves all those years ago. program for social entrepreneurs Company, and inclusion in the which launched in the U.S. Bloomberg Gender Equality Index 4 Executive Summary Strategy Governance The Customer The Team Sustainable Finance Community Investment The Environment Appendix Executive Summary Strategy Governance The Customer The Team Sustainable Finance Community Investment The Environment Appendix Executive Summary About BBVA BBVA USA Bancshares Inc., is a wholly owned subsidiary of BBVA (NYSE: BBVA) (MAD: BBVA). BBVA is a customer-centric global financial services group founded in Simple Financial Services start-up 1857. Headquartered in Houston, BBVA New York Branch Corporate and Investment Banking Texas, BBVA USA Bancshares is a BBVA San Francisco Sunbelt-based holding company Representative Office whose principal subsidiary, BBVA USA, operates branches in Texas, Alabama,
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