Case Study: Major US Bank reduces deposit hold rates from 22% to less than 0.5% and improves customer service with FICO

Major US Bank Improves Customer Retention with Deposit Management

A major U.S. bank with more than $550 billion in assets and $300 billion in domestic core deposits was experiencing high, inconsistent deposit holds (over 22%), which drove customer attrition and increased operating losses. The challenge was to reduce unnecessary holds and standardize decisions across branches and channels while maintaining regulatory compliance.

The bank deployed FICO’s account-level behavior risk scores and an automated decision platform to deliver real-time, consistent hold determinations (with branch override capability) across teller, ATM and mobile channels. Hold rates fell from 22% to under 0.5%, customer service and retention improved, operating losses were controlled, and the bank maintained compliance with Regulation CC while enhancing hold-management training.