Press Releases

MANSFIELD, PA  - The COVID-19 pandemic took all banks, and their customers, by surprise. With branch closings, remote work, and the introduction of the Paycheck Protection Program, many banks struggled to provide the same level of service they did pre-pandemic. However, in a recent Rivel Banking Benchmark study, First Citizens’ customers were given the opportunity to rate the bank's pandemic response in comparison to their competitors. The results? First Citizens Community Bank was ranked 5^th in the state of Pennsylvania for the quality of their response to the COVID-19 pandemic!

When the pandemic began, the bank wasted no time adjusting its focus and mission. “We committed to three very specific and clear objectives, and have stuck with them: to protect our people, to be there for our customers, and to keep our company strong,” said President and CEO Randall Black.

The company instituted safety measures to protect customers and staff while keeping their lobbies safely open. For months, First Citizens waived late payment and early withdrawal fees, offered low-rate home equity loan specials, provided loan payment relief to many customers, and coached businesses through the complicated PPP process.

“The storm we weathered during 2020 did not stop our people from achieving extraordinary results,” said Black. “We came together as a team to support our customers and each other in an ever-changing environment. I am so grateful and proud of our more than 300 employees who are committed to being there for our customers and keeping our company strong.”

The Rivel Banking Benchmark study was conducted across 8 states in the Northeast, including New York, Pennsylvania, New Jersey, New Hampshire, Rhode Island, Connecticut, Maryland, and Massachusetts. Interestingly, Pennsylvania customers rated their banking institution's pandemic response the most favorably of all 8 states. During Rivel studies, customers rate their banks (and their closest competitors) on up to 92 different metrics, from friendliness and responsiveness to the mobile app and ATM quality, to rates and fees.

Understanding how customers feel about their banks right now is crucial. The study revealed that the percentage of unhappy customers willing to switch banks in the northeast is up by about 30% over the past few months. “99% of First Citizens customers say they would recommend us to a family member or friend,” said Black. “This study just reinforces that our commitment to our communities and their success has paid off!”

And while the company directed its efforts toward continued exceptional customer service during COVID, they never lost their focus on maintaining a financially strong organization as evidenced by their consistent 5-Star rating from Bauer Financial, Inc., the leading independent bank and credit union rating firm. Bauer, who has been analyzing the financial condition of the nation’s banks since 1983, reviews data for historical consistency before assigning a grade. A star rating is assigned based on a scale of zero to five stars.

First Citizens Community Bank (FCCB) offers a strong line of mortgage and real estate loans, high-interest rewards checking, trust and investment services, and cash management services that help businesses save time and money. They are headquartered in Mansfield, Pennsylvania, and currently operate 31 offices throughout Tioga, Bradford, Potter, Clinton, Centre, Union, Lebanon, Lancaster, Schuylkill, Berks, and Chester counties in Pennsylvania, Allegany County, New York, and New Castle, and Kent Counties in Delaware. For more information about First Citizens, call (800) 326-9486, visit www.myfccb.com or find them on Facebook and LinkedIn.

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