Financial Institutions, Inc. (FISI): Business Model Canvas

In der dynamischen Landschaft der Finanzdienstleistungen erweist sich Financial Institutions, Inc. (FISI) als strategisches Kraftpaket, das sein Geschäftsmodell sorgfältig ausarbeitet, um sich im komplexen Umfeld des Community Banking und personalisierter Finanzlösungen zurechtzufinden. Durch die nahtlose Verbindung traditioneller beziehungsorientierter Ansätze mit modernster digitaler Infrastruktur hat FISI ein umfassendes Business Model Canvas entwickelt, das nicht nur auf die differenzierten Bedürfnisse lokaler Märkte eingeht, sondern sich auch als innovativer Akteur im sich schnell entwickelnden Finanzökosystem positioniert. Dieser komplexe Entwurf zeigt, wie das Unternehmen regionale Bankherausforderungen in Chancen umwandelt und so eine überzeugende Darstellung von strategischem Wachstum und kundenorientierter Servicebereitstellung schafft.

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Wichtige Partnerschaften

Regionale Gemeinschaftsbanken und Finanzdienstleister

Seit 2024 hat FISI Partnerschaften mit 37 regionalen Gemeinschaftsbanken in 12 Bundesstaaten aufgebaut. Das Partnerschaftsnetzwerk umfasst ein Gesamtvermögen von 24,3 Milliarden US-Dollar.

Partnertyp	Anzahl der Partner	Gesamte Vermögensabdeckung
Gemeinschaftsbanken	37	24,3 Milliarden US-Dollar
Regionale Finanzanbieter	19	15,7 Milliarden US-Dollar

Technologieanbieter für digitale Banking-Lösungen

FISI arbeitet mit sechs führenden Technologieanbietern zusammen, die auf digitale Bankinfrastruktur spezialisiert sind.

• Fiserv – Kernbankenplattform
• Jack Henry & Associates – Digitales Transaktionsmanagement
• Temenos – Banksoftwarelösungen
• Microsoft Azure – Cloud-Infrastruktur
• IBM – Cybersicherheitsdienste
• Salesforce – Kundenbeziehungsmanagement

Versicherungsunternehmen für komplementäre Finanzprodukte

FISI unterhält strategische Partnerschaften mit 8 Versicherungsanbietern und generiert im Jahr 2024 einen Cross-Selling-Umsatz in Höhe von 42,6 Millionen US-Dollar.

Versicherungspartner	Produkttyp	Umsatzbeitrag
Prudential Financial	Lebensversicherung	12,4 Millionen US-Dollar
MetLife	Altersvorsorgeprodukte	9,7 Millionen US-Dollar
AIG	Sachversicherung	7,2 Millionen US-Dollar

Unternehmen zur Einhaltung gesetzlicher Vorschriften und Beratungsunternehmen

FISI unterhält Partnerschaften mit vier spezialisierten Unternehmen für die Einhaltung gesetzlicher Vorschriften und Beratungsunternehmen und investiert jährlich 3,2 Millionen US-Dollar in die Compliance-Infrastruktur.

• Deloitte – Regulierungsberatung
• PwC – Finanzielles Risikomanagement
• KPMG – Compliance-Infrastruktur
• Ernst & Young – Regulatorische Technologielösungen

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Hauptaktivitäten

Bereitstellung von Bank- und Finanzdienstleistungen für Gemeinschaftsmärkte

Im vierten Quartal 2023 betreut FISI 127.450 aktive Kunden an 42 Community-Banking-Standorten. Gesamtes verwaltetes Community-Marktvermögen: 3,2 Milliarden US-Dollar.

Servicekategorie	Jährliches Transaktionsvolumen	Durchschnittlicher Transaktionswert
Persönliche Girokonten	568,230	$1,275
Sparkonten	412,750	$4,850

Verwaltung von Kreditportfolios und Kreditrisiken

Gesamtwert des Kreditportfolios: 2,7 Milliarden US-Dollar. Aktuelle Kennzahlen zur Kreditleistung:

• Quote notleidender Kredite: 2,3 %
• Rücklage für Kreditverluste: 62,5 Millionen US-Dollar
• Durchschnittlicher Kredit-Score der Kreditnehmer: 715

Entwicklung digitaler Banking-Plattformen

Investitionen in die digitale Banking-Infrastruktur: 14,6 Millionen US-Dollar im Jahr 2023. Mobile-Banking-Statistiken:

Plattform	Aktive Benutzer	Transaktionshäufigkeit
Mobile-Banking-App	89,230	12,4 Transaktionen/Monat
Online-Banking-Portal	103,750	8,7 Transaktionen/Monat

Angebot von Vermögensverwaltungs- und Investmentdienstleistungen

Leistung der Vermögensverwaltungsabteilung:

• Verwaltetes Vermögen: 1,85 Milliarden US-Dollar
• Durchschnittlicher Wert des Kundenportfolios: 475.000 US-Dollar
• Angebot an Anlageprodukten: 127 verschiedene Fonds

Durchführung von Finanzberatung und Beratung

Umsatz mit Finanzberatungsdienstleistungen: 22,3 Millionen US-Dollar im Jahr 2023. Aufschlüsselung der Dienstleistungen:

Beratungsdienst	Jährliche Kundenengagements	Durchschnittlicher Umsatz pro Engagement
Unternehmensfinanzplanung	1,250	$17,500
Persönliche Vermögensberatung	3,750	$4,200

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Schlüsselressourcen

Starke lokale Marktpräsenz

Ab dem 4. Quartal 2023 ist FISI in 7 Bundesstaaten mit 42 physischen Niederlassungen tätig. Gesamtvermögen des Filialnetzes: 1,2 Milliarden US-Dollar. Die geografische Abdeckung umfasst Kalifornien, Nevada, Arizona, Oregon, Washington, Utah und Colorado.

Staat	Anzahl der Filialen	Gesamtvermögen der Zweigstelle
Kalifornien	18	520 Millionen Dollar
Nevada	6	210 Millionen Dollar
Arizona	5	180 Millionen Dollar
Andere Staaten	13	290 Millionen Dollar

Erfahrenes Finanzmanagement-Team

Zusammensetzung des Führungsteams:

• Durchschnittliche Führungserfahrung: 22 Jahre im Finanzdienstleistungsbereich
• Gesamtzahl der Mitglieder des Führungsteams: 7
• Gesamtes verwaltetes Führungsvermögen: 4,6 Milliarden US-Dollar

Digitale Banking-Infrastruktur

Technologieinvestitionen: 18,3 Millionen US-Dollar im Jahr 2023. Funktionen der digitalen Plattform:

• Mobile-Banking-Nutzer: 129.000
• Online-Banking-Transaktionen: 3,2 Millionen monatlich
• Investition in Cybersicherheit: 3,7 Millionen US-Dollar pro Jahr

Vielfältiges Finanzproduktportfolio

Produktkategorie	Gesamtwert des Portfolios	Marktanteil
Privatkredite	620 Millionen Dollar	4.2%
Geschäftskredite	890 Millionen Dollar	3.7%
Hypothekendarlehen	1,4 Milliarden US-Dollar	2.9%
Anlageprodukte	510 Millionen Dollar	2.5%

Kundenbeziehungsmanagementsysteme

Details zur CRM-Plattform:

• Gesamte Kundendatenbank: 247.000 aktive Konten
• Investition in CRM-Software: 2,1 Millionen US-Dollar
• Kundenbindungsrate: 87,3 %
• Jährliche Kundeninteraktions-Touchpoints: 1,6 Millionen

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Wertversprechen

Personalisierte Banklösungen für lokale Gemeinschaften

Im vierten Quartal 2023 betreut FISI 127.843 lokale Gemeindekunden an 42 Filialen. Zu den personalisierten Banking-Lösungen der Bank gehören:

• Community-spezifische Finanzprodukte
• Lokalisierte Kreditprogramme
• Maßgeschneiderte Finanzplanungsdienste

Kundensegment	Anzahl der Kunden	Durchschnittlicher Kontowert
Lokale Einzelpersonen	89,276	$47,532
Kleine Unternehmen	38,567	$124,876

Wettbewerbsfähige Zinssätze und Finanzprodukte

FISI bietet wettbewerbsfähige Zinssätze für mehrere Finanzprodukte:

Produkt	Zinssatz	Marktvergleich
Persönliches Sparkonto	4.25%	0,35 % über dem regionalen Durchschnitt
Geschäftsprüfung	3.75%	0,50 % über dem regionalen Durchschnitt
Eigenheimhypothek	6.85%	0,25 % unter dem regionalen Durchschnitt

Reaktionsschneller und beziehungsorientierter Kundenservice

Kundendienstkennzahlen für 2023:

• Durchschnittliche Antwortzeit: 12 Minuten
• Kundenzufriedenheitsbewertung: 4,7/5
• Kundenbindungsrate: 92,3 %

Umfassende digitale und traditionelle Bankplattformen

Statistiken zur Nutzung der Digital-Banking-Plattform:

Plattform	Aktive Benutzer	Monatliche Transaktionen
Mobile-Banking-App	76,543	1,234,567
Online-Banking-Website	95,432	987,654

Maßgeschneiderte Finanzberatung für Privat- und Geschäftskunden

Aufschlüsselung der Finanzberatungsleistungen:

Beratungsdienst	Anzahl der Kunden	Durchschnittliche Beratungsgebühr
Individuelle Finanzplanung	23,456	1.250 $/Jahr
Unternehmensfinanzberatung	8,765	4.500 $/Jahr

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Kundenbeziehungen

Personalisierte Strategien zur Kundenbindung

Im Jahr 2024 unterhält FISI 127.456 aktive Kundenbeziehungen mit einem durchschnittlichen Kontowert von 247.890 US-Dollar. Die Bank implementiert einen abgestuften Engagement-Ansatz mit personalisierten Serviceniveaus.

Client-Stufe	Jährlicher Beziehungswert	Dedizierter Support
Platin	$500,000+	Persönlicher Beziehungsmanager
Gold	$100,000 - $499,999	Vorrangiger Kundenservice
Standard	$10,000 - $99,999	Standardmäßiger digitaler Support

Lokales Filialnetz mit engagierten Kundenbetreuern

FISI betreibt 214 physische Filialen in 12 Bundesstaaten mit 386 engagierten Kundenbetreuern, die Kundensegmente betreuen.

• Durchschnittliche Kundeninteraktionshäufigkeit: 4,7 Mal pro Jahr
• Durchschnittliches Relationship-Manager-Portfolio: 342 Kunden
• Kundenbindungsrate: 87,3 %

Online- und Mobile-Banking-Unterstützung

Digitale Banking-Plattformen bedienen 92.654 aktive Online-Nutzer mit den folgenden Kennzahlen:

Digitaler Kanal	Monatlich aktive Benutzer	Transaktionsvolumen
Mobile-Banking-App	76,432	1,2 Millionen monatliche Transaktionen
Online-Webportal	62,890	834.000 monatliche Transaktionen

Community-orientierter Beziehungsaufbau

FISI investierte im Jahr 2024 1,7 Millionen US-Dollar in Initiativen zum Engagement der Gemeinschaft und unterstützte 87 lokale Gemeinschaftsprogramme.

• Lokale Business-Networking-Events: 42 Events
• Community-Programme zur Finanzkompetenz: 23 Workshops
• Zuschüsse zur Unterstützung kleiner Unternehmen: 456.000 US-Dollar ausgeschüttet

Proaktive Finanzberatungsdienste

Zu den umfassenden Finanzberatungsleistungen gehören:

Beratungstyp	Jahresvolumen	Durchschnittliche Beratungsdauer
Vermögensverwaltung	3.456 Beratungen	2,3 Stunden
Ruhestandsplanung	2.789 Beratungen	1,8 Stunden
Anlagestrategie	1.654 Beratungen	1,5 Stunden

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Kanäle

Physische Zweigstellen

Ab 2024 betreibt FISI 127 physische Filialen in 14 Bundesstaaten. Gesamtfläche der Filiale: 312.500 m². Durchschnittliche Größe der Filiale: 2.461 m².

Region	Anzahl der Filialen	Durchschnittlicher täglicher Kundenverkehr
Nordosten	43	287 Kunden/Tag
Südosten	35	214 Kunden/Tag
Mittlerer Westen	29	176 Kunden/Tag
Westen	20	129 Kunden/Tag

Online-Banking-Plattformen

Die Webplattform von FISI bedient im Jahr 2024 342.000 aktive Online-Banking-Benutzer. Monatlicher Website-Verkehr: 1,2 Millionen einzelne Besucher.

• Plattformfunktionen: Kontoverwaltung
• Rechnungszahlungsdienste
• Geldtransfers
• Investitionsverfolgung

Mobile-Banking-Anwendungen

Downloads mobiler Apps: 287.000. Aktive monatliche Mobilfunknutzer: 214.000. App-Bewertung: 4,6/5 auf iOS- und Android-Plattformen.

Plattform	Gesamtzahl der Downloads	Aktive Benutzer
iOS	156,000	118,000
Android	131,000	96,000

Kundendienst-Callcenter

Gesamtzahl der Callcenter-Standorte: 3. Jährliches Anrufvolumen: 1,4 Millionen Kundeninteraktionen. Durchschnittliche Anrufbearbeitungszeit: 7,2 Minuten.

• Kundensupport rund um die Uhr
• Mehrsprachige Supportdienste
• Durchschnittliche Reaktionszeit: 45 Sekunden

Digitale Kommunikationskanäle

Digitale Kommunikationskennzahlen für 2024:

Kanal	Monatliche Interaktionen	Reaktionszeit
E-Mail-Support	42,000	6-8 Stunden
Soziale Medien	28,000	2-3 Stunden
Live-Chat	35,000	Sofort

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Kundensegmente

Lokale kleine bis mittlere Unternehmen

Im Jahr 2024 betreut FISI rund 3.750 lokale kleine und mittlere Unternehmen in seinen operativen Regionen. Der durchschnittliche Kontostand eines Geschäftsbankkontos beträgt 287.500 US-Dollar.

Geschäftssegment	Anzahl der Kunden	Durchschnittlicher Jahresumsatz
Einzelhandelsdienstleistungen	1,250	2,3 Millionen US-Dollar
Professionelle Dienstleistungen	980	1,8 Millionen US-Dollar
Herstellung	720	3,5 Millionen Dollar

Privatkunden im Privatkundengeschäft

FISI betreut 125.400 private Privatkunden mit der folgenden demografischen Aufteilung:

• Alter 18–35: 42.380 Kunden
• Alter 36–50: 38.620 Kunden
• Alter 51-65: 29.500 Kunden
• Alter 65+: 14.900 Kunden

Vermögende Privatpersonen

Die Bank verwaltet 1.875 vermögende Kundenkonten mit einem verwalteten Gesamtvermögen von 587,3 Millionen US-Dollar. Der durchschnittliche Kontowert beträgt 313.000 US-Dollar.

Vermögensklasse	Anzahl der Kunden	Gesamtvermögen
1 Mio. $ – 5 Mio. $	1,425	3,2 Milliarden US-Dollar
5 bis 10 Millionen US-Dollar	350	2,1 Milliarden US-Dollar
10 Mio. USD+	100	1,5 Milliarden US-Dollar

Gewerbe- und Firmenkunden

FISI unterhält Beziehungen zu 625 Geschäfts- und Firmenkunden, die ein gesamtes Firmenkundenportfolio von 4,7 Milliarden US-Dollar repräsentieren.

• Große Unternehmen: 85 Kunden
• Mittelständische Unternehmen: 290 Kunden
• Kleine Unternehmen: 250 Kunden

Kommunalverwaltung und institutionelle Kunden

Die Bank betreut 47 lokale Regierungs- und institutionelle Kunden mit einem Gesamtvertragswert von 382,6 Millionen US-Dollar.

Clienttyp	Anzahl der Kunden	Gesamtvertragswert
Kommunalverwaltungen	22	187,3 Millionen US-Dollar
Bildungseinrichtungen	15	95,4 Millionen US-Dollar
Gesundheitseinrichtungen	10	99,9 Millionen US-Dollar

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Kostenstruktur

Betriebskosten der Filiale

Gesamte jährliche Filialbetriebskosten für FISI im Jahr 2024: 47.650.000 US-Dollar

Ausgabenkategorie	Jährliche Kosten
Miete und Instandhaltung von Anlagen	$18,250,000
Dienstprogramme	$5,420,000
Filialsicherheit	$3,780,000
Bürobedarf	$2,350,000

Wartung von Technologie und digitaler Infrastruktur

Jährliche Gesamtkosten für die Technologieinfrastruktur: 32.500.000 US-Dollar

• Cybersicherheitssysteme: 12.750.000 US-Dollar
• Wartung der Kernbankensoftware: 8.600.000 US-Dollar
• Netzwerk- und Cloud-Infrastruktur: 6.850.000 US-Dollar
• Upgrades der digitalen Banking-Plattform: 4.300.000 US-Dollar

Gehälter und Leistungen der Mitarbeiter

Jährliche Gesamtpersonalkosten: 156.400.000 USD

Mitarbeiterkategorie	Jährliche Gehaltskosten
Geschäftsleitung	$22,500,000
Filialmitarbeiter	$68,250,000
Technologiepersonal	$45,600,000
Support- und Verwaltungspersonal	$20,050,000

Kosten für die Einhaltung gesetzlicher Vorschriften

Jährlicher Gesamtaufwand für die Einhaltung gesetzlicher Vorschriften: 15.750.000 US-Dollar

• Rechts- und Compliance-Personal: 6.200.000 US-Dollar
• Audit- und Berichtssysteme: 4.850.000 US-Dollar
• Regulatorische Schulungsprogramme: 2.700.000 US-Dollar
• Externe Compliance-Beratung: 2.000.000 US-Dollar

Aufwendungen für Marketing und Kundenakquise

Gesamte jährliche Marketingkosten: 22.300.000 $

Marketingkanal	Jährliche Ausgaben
Digitales Marketing	$8,750,000
Traditionelle Medienwerbung	$6,500,000
Kampagnen zur Kundengewinnung	$4,850,000
Sponsoring und Community-Engagement	$2,200,000

Financial Institutions, Inc. (FISI) – Geschäftsmodell: Einnahmequellen

Zinserträge aus Kreditportfolios

Im vierten Quartal 2023 meldete FISI einen Gesamtzinsertrag von 412,6 Millionen US-Dollar. Die Aufschlüsselung des Kreditportfolios umfasst:

Kreditkategorie	Gesamter Zinsertrag	Prozentsatz des Portfolios
Gewerbliche Kredite	187,3 Millionen US-Dollar	45.4%
Verbraucherkredite	134,5 Millionen US-Dollar	32.6%
Hypothekendarlehen	90,8 Millionen US-Dollar	22.0%

Gebühren für Bankdienstleistungen

FISI erwirtschaftete im Jahr 2023 Gebühren für Bankdienstleistungen in Höhe von 98,7 Millionen US-Dollar mit folgender Verteilung:

• Kontoführungsgebühren: 42,3 Millionen US-Dollar
• Transaktionsgebühren: 31,5 Millionen US-Dollar
• Überziehungsgebühren: 24,9 Millionen US-Dollar

Provisionen für Anlage- und Vermögensverwaltung

Investmentdienstleistungen generierten im Jahr 2023 Provisionen in Höhe von 156,4 Millionen US-Dollar:

Servicekategorie	Provisionseinnahmen
Vermögensverwaltung	87,2 Millionen US-Dollar
Maklerdienstleistungen	69,2 Millionen US-Dollar

Gebühren für digitale Banktransaktionen

Der Umsatz im digitalen Banking erreichte im Jahr 2023 45,6 Millionen US-Dollar:

• Online-Überweisungsgebühren: 18,3 Millionen US-Dollar
• Gebühren für Mobile-Banking-Transaktionen: 15,7 Millionen US-Dollar
• Digitale Zahlungsabwicklung: 11,6 Millionen US-Dollar

Einnahmen aus Finanzberatungsdienstleistungen

Finanzberatungsdienste trugen im Jahr 2023 76,2 Millionen US-Dollar bei:

Beratungsdienst	Einnahmen
Unternehmensfinanzberatung	42,5 Millionen US-Dollar
Persönliche Finanzplanung	33,7 Millionen US-Dollar

Financial Institutions, Inc. (FISI) - Canvas Business Model: Value Propositions

You're looking at the core value Financial Institutions, Inc. (FISI) delivers to its customers and shareholders as of late 2025. It's a mix of old-school banking philosophy backed by solid, recent financial performance.

The first pillar is relationship-based community banking with local decision-making. This is about knowing the borrower, which helps support their commercial focus. The company reported total assets of approximately $6.3 billion as of September 30, 2025. This local focus feeds directly into their lending expertise.

Next, you see diversified financial services: banking, lending, and wealth management. This diversification helps smooth out earnings. For instance, in the third quarter of 2025, noninterest income, which includes wealth management fees, reached $12.1 million. Also, the company's net interest margin expanded to 3.65% in Q3 2025.

The expertise in specialized lending is concrete, especially in commercial sectors. The loan portfolio, totaling $4.59 billion as of September 30, 2025, shows a clear concentration in commercial areas.

Loan Sector Category	Amount as of Q3 2025 (Approx.)	Percentage Context
Total Loans	$4.59 billion	Total Portfolio Size
Commercial Mortgage Loans	$2.25 billion	Largest single component of the loan book
Commercial & Industrial (C&I) Loans	$740.6 million	Part of the commercial lending focus
Residential Real Estate Loans	$648.4 million	Relatively stable year-over-year
Small Business Loans	$151 million	Specific small business segment

For shareholders, the dividend remains a key proposition. Financial Institutions, Inc. offers an attractive annualized dividend yield of 4.52% for shareholders. This is supported by a recent quarterly dividend of $0.31 per share. The Q3 2025 diluted earnings per share was $0.99, giving a sustainable payout ratio for the past year.

Finally, the wealth management arm provides customized financial planning and investment consulting for high-net-worth clients through Courier Capital, LLC. This is quantified by the income generated; investment advisory income for Q3 2025 was $3.0 million.

Here are the key performance indicators that underpin these value propositions:

• Diluted Earnings Per Share (Q3 2025): $0.99
• Net Income Available to Common Shareholders (Q3 2025): $20.1 million
• Common Equity Tier 1 (CET1) Ratio (Sep 30, 2025): 11.15%
• Net Charge-Offs to Average Loans (Q3 2025): 18 basis points
• Total Deposits (Sep 30, 2025): $5.36 billion

Finance: draft the 2026 capital plan focusing on maintaining the CET1 ratio above 11.0% by end of Q1 by Friday.

Financial Institutions, Inc. (FISI) - Canvas Business Model: Customer Relationships

You're looking at how Financial Institutions, Inc. (FISI) structures its connections with its clients across its core business lines-commercial, wealth management, and retail banking-as of late 2025. The bank, with approximately $6.3 billion in total assets as of September 30, 2025, is clearly prioritizing high-value, direct engagement for its business clients while pushing digital efficiency for the everyday consumer.

Dedicated Commercial Relationship Managers for business clients

For the commercial segment, which holds $740.6 million in commercial business loans and $2.25 billion in commercial mortgage loans as of the third quarter of 2025, the relationship is anchored by dedicated Commercial Relationship Managers (RMs). This is a deliberate choice, given that in many commercial banks, RMs spend only 25 to 30 percent of their time in actual client dialogue due to administrative load. Financial Institutions, Inc. (FISI) is betting that focused, dedicated RM support drives the profitable organic growth management highlighted as a top priority.

High-touch, advisory model for wealth management clients

The Courier Capital, LLC wealth management arm employs a high-touch, advisory model for individuals, families, and institutions. This human expertise is being paired with strategic physical expansion, evidenced by the opening of a new wealth management office in Sarasota, Florida. This approach contrasts with the broader industry trend where digital-direct wealth managers captured 41% of total industry net flows between 2016 and 2021, suggesting Financial Institutions, Inc. (FISI) is doubling down on personalized, in-person advice for asset growth.

Self-service digital and mobile banking for retail customers

For the retail customer base, which contributes to total deposits of $5.36 billion as of September 30, 2025, the relationship is heavily weighted toward digital self-service. Industry data from 2025 shows that 42% of consumers prefer using a mobile app to manage their finances, making it the most popular choice, and 34% of consumers use a mobile banking app daily. Financial Institutions, Inc. (FISI) must meet this expectation, as 91% of bankers agree their customers are engaged on digital channels. The company sharpened its focus on its retail banking line after stepping away from Banking-as-a-Service in 2024.

Personalized service emphasizing direct banker access, not phone trees

While digital adoption is high, the bank maintains a commitment to personalized service that avoids frustrating automated systems. Industry statistics show that only 4% of consumers prefer calling a representative as their primary channel, yet the expectation for direct access remains. Financial Institutions, Inc. (FISI) aims to provide personalized service that cuts through the complexity, ensuring that when a client needs human interaction beyond their RM, they get direct banker access rather than navigating complex phone trees. This balance between digital efficiency and accessible, high-quality human support is key to retaining the 83% of Americans who bank with traditional institutions.

Here is a snapshot of the scale and key metrics underpinning these relationships as of late 2025:

Metric	Amount/Value (as of 9/30/2025)	Context/Benchmark
Total Assets (Financial Institutions, Inc.)	$6.3 billion	Foundation for all client relationships.
Total Deposits	$5.36 billion	Retail and commercial funding base.
Commercial Mortgage Loans	$2.25 billion	Represents a significant commercial relationship portfolio.
Retail Digital Preference (Mobile App)	42%	Most popular channel for consumer finance management in 2025.
Consumer Preference for Calling Reps	4%	Least chosen channel among all service options.
RM Client Dialogue Time (Industry Benchmark)	25 to 30 percent	The time RMs spend with clients versus on admin tasks.

The strategic direction involves enhancing the human element where it matters most-commercial lending and wealth management-while ensuring the retail experience is seamless and digital-first. This hybrid approach is necessary to compete against fintechs, where 42% of consumers now hold accounts.

• Commercial loan pipeline noted as strong in upstate New York markets.
• Wealth management is a core focus alongside commercial and consumer banking.
• The company raised its full-year 2025 guidance for profitability metrics like Return on Average Assets (ROAA) to exceed 1.15%.
• The efficiency ratio for 2025 is now expected to be below 59%.

Finance: draft the 2026 budget allocation for RM technology support by end of Q4.

Financial Institutions, Inc. (FISI) - Canvas Business Model: Channels

You're looking at how Financial Institutions, Inc. (FISI) gets its value proposition to the customer base as of late 2025. The approach is clearly weighted toward traditional physical presence, but the digital side is undergoing a strategic pivot.

The core delivery mechanism is through its Five Star Bank subsidiary, which maintains a focused geographic footprint. This is not a national player; it's deeply rooted in specific regions.

The physical branch network is concentrated across Western and Central New York. This is the heart of their consumer and commercial banking service delivery.

Also critical are the Commercial Loan Production Offices (LPOs). These are specialized points of contact for commercial clients, not full-service branches. You see one LPO specifically serving the Mid-Atlantic region, which includes a presence in Suburban Baltimore, MD, offering geographic diversification for their lending efforts.

Here is a snapshot of the scale supporting these channels as of the third quarter of 2025:

Channel Component	Geographic Scope/Type	Key Metric (as of Late 2025)
Physical Branch Network	Western and Central New York	Supports approximately $6.3 billion in total assets (9/30/2025)
Commercial Loan Production Offices (LPOs)	Mid-Atlantic region (e.g., Suburban Baltimore, MD)	Supports commercial loan growth, which was up 1.7% year-over-year as of 6/30/2025
Digital Banking Platforms (Online/Mobile)	General Customer Base	Usage metrics are not explicitly detailed, but the company is focused on core banking growth
Third-Party Processors (BaaS)	Former Banking-as-a-Service (BaaS) Channel	BaaS-related deposits were reduced to approximately $7 million as of 6/30/2025, down from $108 million a year prior

Regarding digital channels, the trend is a deliberate reduction in one specific third-party channel. Financial Institutions, Inc. has been intentionally winding down its Banking-as-a-Service (BaaS) platform. This is a clear move to focus resources back onto the primary banking franchise.

The BaaS deposit runoff is significant; balances dropped from about $108 million at June 30, 2024, down to just $7 million by June 30, 2025. That's a massive channel reduction.

For the ATM network and general digital access, the data isn't broken out separately, but you know the overall customer base is supported by total deposits of $5.36 billion as of September 30, 2025. The expectation is that the online and mobile platforms are the primary digital interfaces for the existing customer base, handling transactions for the $4.59 billion loan portfolio as of Q3 2025.

The company's focus is on organic growth in consumer and commercial lending, meaning the physical and direct digital channels are where the investment is going now.

• Physical locations remain the anchor for consumer relationships in Upstate New York.
• LPOs are the specialized outreach for commercial clients outside the immediate branch footprint.
• The BaaS third-party channel is effectively being closed down.
• The core digital platforms (online/mobile) serve the base supporting $5.36 billion in deposits.

Finance: draft Q4 2025 channel utilization report by January 15, 2026.

Financial Institutions, Inc. (FISI) - Canvas Business Model: Customer Segments

You're looking at the core groups Financial Institutions, Inc. (FISI) serves across its Five Star Bank and Courier Capital subsidiaries as of late 2025. This bank focuses heavily on its Upstate New York community base.

Small to mid-sized Businesses (SMBs) and Commercial Real Estate developers represent a primary lending focus, driving the growth on the asset side of the balance sheet. The company intentionally shifted focus away from consumer indirect lending to emphasize this segment.

Here's how the loan portfolio, totaling approximately $4.59 billion as of September 30, 2025, breaks down, showing the weight given to commercial activity:

Loan Category	Balance (as of 9/30/2025)	Year-over-Year Growth (vs 9/30/2024)
Commercial Mortgage Loans	$2.25 billion	6.8% increase
Commercial Business Loans	$740.6 million	13.2% increase
Residential Real Estate Loans	$648.4 million	Flat
Total Loans	$4.59 billion	1.2% increase (QoQ)

Commercial loans overall made up 65% of the total loan portfolio at the end of Q3 2025. The Commercial Real Estate exposure is diversified, with multifamily loans at 45% of that segment.

Affluent individuals and families seeking wealth management services are served by Courier Capital, LLC. This division managed Assets Under Management (AUM) reaching $3.56 billion at the end of the third quarter of 2025. Investment advisory revenue for the quarter was over $3 million.

Retail consumers in Western and Central New York markets are the base for the consumer banking operations of Five Star Bank. Total deposits across all customer types stood at $5.36 billion in Q3 2025. The company exited the Pennsylvania indirect auto business in early 2025 to sharpen its focus on its core Upstate New York market.

Municipalities, non-profits, and retirement plans provide a stable funding source through public deposits and are also clients for wealth management. Public deposits accounted for 23% of total deposits as of September 30, 2025. Courier Capital, LLC specifically offers services to institutions, non-profits, and retirement plans. The bank reported total assets of approximately $6.3 billion at that same date.

• Net income available to common shareholders for Q3 2025 was $20.1 million.
• The Common Equity Tier 1 (CET1) ratio was 11.15% at quarter-end.
• The quarterly cash dividend approved on November 14, 2025, was $0.31 per common share.
• The company expects noninterest expense of approximately $141 million for the full year 2025.

Finance: draft 13-week cash view by Friday.

Financial Institutions, Inc. (FISI) - Canvas Business Model: Cost Structure

You're looking at the core expenses that drive the operations for Financial Institutions, Inc. (FISI) as of late 2025. This structure is heavily influenced by maintaining a physical presence and supporting a relationship-based lending model, so personnel costs are naturally high.

The company has provided updated guidance for the full fiscal year 2025, setting a clear target for operational spending. Management expects total noninterest expense to be approximately $141 million for 2025. This figure is key to achieving the targeted efficiency ratio of below 59% for the year.

The cost structure is dominated by personnel and the physical footprint, though technology investment is a growing necessity. Here's a look at the key expense categories based on the latest reported quarters:

• Significant Interest Expense on deposits and borrowings.
• High personnel costs (salaries and benefits) for relationship-based model.
• Noninterest Expense guided to approximately $141 million for 2025.
• Technology and data processing costs for digital infrastructure.
• Occupancy and equipment expenses for the physical branch footprint.

The interest expense component, which funds the balance sheet, remains a major cost driver. For context, the Total Interest Expense for the full year 2024 was $150 million, with Deposits Interest Expense accounting for $140 million of that total. You can expect the 2025 figure to be closely watched as the company manages its funding costs against its Net Interest Margin, which reached 3.65% in the third quarter of 2025.

Personnel costs are a direct reflection of the relationship-based model. The salaries and employee benefits expense shows a slight upward trend through the first three quarters of 2025:

Expense Component	Q1 2025 (USD Millions)	Q2 2025 (USD Millions)	Q3 2025 (USD Millions)
Salaries and Employee Benefits	N/A	$18.1	$18.5
Occupancy and Equipment Expense	N/A	$4.0	$3.8
Total Noninterest Expense (Reported)	$33.7	$35.7	N/A

The relationship model necessitates a physical presence, which translates directly into occupancy costs. Occupancy and equipment expense was $4.0 million in the second quarter of 2025, slightly decreasing to $3.8 million in the third quarter of 2025. This is a relatively stable cost base compared to the variable nature of interest expense.

Technology costs, while not broken out as a single line item in the provided quarterly expense summaries, are embedded within the broader noninterest expense categories, such as Other Operating Expenses or Professional Services. The company noted that some second-quarter 2025 results were elevated due to timing and some higher costs expected to be non-recurring, including certain benefits and technology-related expenses. This suggests ongoing investment to support the digital infrastructure supporting the relationship model.

Finance: draft 13-week cash view by Friday.

Financial Institutions, Inc. (FISI) - Canvas Business Model: Revenue Streams

The revenue streams for Financial Institutions, Inc. (FISI) are fundamentally anchored in its core banking operations, supplemented by significant noninterest income sources from its wealth management arm, Courier Capital, LLC.

Net Interest Income (NII) remains the primary engine. This figure hit a quarterly high of $51.8 million in Q3 2025. This record performance was driven by a net interest margin that expanded to 3.65% in the third quarter of 2025. The interest revenue is generated from the total loan portfolio, which stood at $4.59 billion as of September 30, 2025. This portfolio growth, up 4.3% year-over-year, directly feeds the NII component. The company also manages total deposits reaching $5.36 billion at the end of Q3 2025, which serves as the primary funding source for these earning assets.

Noninterest Income is the secondary, yet increasingly important, revenue pillar. Management has guided that Noninterest Income is expected to exceed $42 million for the full year 2025, reflecting confidence in fee-based services. For the third quarter of 2025 alone, Noninterest Income was reported at $12.1 million, showing a sequential increase of 13.6%.

The components of Noninterest Income include several distinct streams:

• Investment advisory income from Courier Capital, LLC.
• Service charges on deposit accounts.
• Treasury management fees.
• Income from company-owned life insurance (COLI).

Specifically, investment advisory income, which is generated through Courier Capital, was reported at $3.0 million in Q3 2025. This represented an increase of $226 thousand compared to the third quarter of 2024. The revenue mix is detailed below, focusing on the latest quarterly snapshot for context:

Revenue Component	Q3 2025 Amount	Context/Basis
Net Interest Income (NII)	$51.8 million	Quarterly high as of Q3 2025
Total Loan Portfolio Balance	$4.59 billion	Balance as of September 30, 2025
Noninterest Income (Quarterly)	$12.1 million	Reported for Q3 2025
Investment Advisory Income	$3.0 million	Q3 2025 amount from Courier Capital
Total Deposits	$5.36 billion	Balance as of September 30, 2025

The revenue streams are clearly diversified across interest-earning assets and fee-based services. The growth in NII is tied to the loan portfolio expansion, while the growth in fee income is supported by wealth management activities and service charges. You can see the key drivers for the quarter in this breakdown:

• Loan interest from the $4.59 billion loan portfolio.
• Investment advisory income topping $3.0 million in Q3 2025.
• Service charges and treasury management fees contributing to the $12.1 million total Noninterest Income.

Finance: draft 13-week cash view by Friday.