Top Risks and Controls for Small Business Banking

The Fastest Growing RISK REGISTER for Banks, Insurance Companies, Brokerage Firms, Money Service Bureaus and Fintechs

Nov 2024

A bank's small business banking division is crucial since it offers small business owners and entrepreneurs essential financial services.

Small business banking entails inherent risks that must be addressed to safeguard both the bank and its clients. This is true of any banking activity.

So, one of the most important steps in controlling these risks is to do risk assessments.

Risk assessments support banks in identifying potential threats and weaknesses, evaluating the likelihood and consequences of those risks, and creating mitigation plans.

Small business banking activities of a bank can aid in ensuring the security and safety of their operations as well as the financial stability of their clients by conducting frequent risk assessments.

Business Development Function

Accountable for growing the bank's small business portfolio and attracting new small company clients.

RISK : Difficulty in reaching the target market
Small business banking departments may struggle to effectively reach their target market due to limited marketing budgets or a lack of knowledge about how to effectively market to small business owners.

Controls :

Conduct market research to identify the most effective marketing channels and create a targeted marketing plan within budget constraints.
Develop partnerships with other small business service providers (e.g. accounting firms, legal firms) to offer bundled services and expand marketing efforts.
Leverage social media platforms to increase reach and engagement with small business owners.
Partner with local business associations to gain access to a wider network of small businesses and offer targeted marketing campaigns.

RISK : Increasing competition
The small business banking landscape has become increasingly competitive over the years, with new entrants and non-bank lenders competing for market share. This makes it harder for small business banking departments to attract and retain customers.

Controls :

Enhance Customer Experience: Focus on providing exceptional customer service and personalized experiences to attract and retain customers. Invest in user-friendly digital platforms, streamlined onboarding processes, and proactive communication channels to ensure customers feel valued and supported.
Offer Competitive Products and Services: Stay ahead of the competition by continuously evaluating and enhancing your product and service offerings. Provide innovative solutions tailored to small businesses' needs, such as flexible financing options, customized banking packages, and value-added services like financial advisory or educational resources.

RISK : Lack of trust
Small business owners may be wary of traditional banks due to a perception that they prioritize larger clients and have complex and opaque fee structures. Building trust and transparency with small business customers can be a significant challenge for small business banking departments.

Controls :

Personalized Customer Service: Establishing dedicated small business banking departments with knowledgeable staff who can provide personalized attention to the needs of small business owners is crucial. By offering customized solutions, timely responses, and proactive communication, banks can build strong relationships and alleviate concerns about being overlooked in favor of larger clients.
Transparent Fee Structure: Implementing a clear and straightforward fee structure, free from hidden charges and complexities, can help address the perception of opaque fees. Clearly communicating the fee details and ensuring they are competitive and fair will build trust and encourage small business owners to engage with traditional banks.

RISK : Limited product offerings
Small business banking departments may have a limited range of products and services compared to their larger counterparts, which can make it difficult to meet the diverse needs of small business owners. This can also limit revenue streams and growth opportunities.

Controls :

Build partnerships with other institutions: Build partnerships with other institutions such as credit unions, community banks or fintechs, which can provide additional resources and expertise to meet the diverse needs of small business owners.
Collaborate with other departments: Small business banking departments can collaborate with other departments within the bank to offer a wider range of services to small business owners, which can enhance customer satisfaction and retention.
Conduct market research: Conduct regular market research to stay abreast of the latest trends and developments in the small business banking space.
Diversify product offerings: Explore opportunities to expand product and service offerings to better meet the needs of small business owners, which can increase revenue and growth opportunities.

RISK : Limited resources
Small business banking departments often have limited resources compared to larger banks, which can make it difficult to offer competitive products and services, invest in technology, and hire and retain talented staff.

Controls :

Process Optimization: Streamlining operational processes and adopting efficient workflows can help small business banking departments optimize their resource allocation. Automation, digitalization, and the use of standardized systems can improve productivity, reduce costs, and free up resources for investments in technology and staff development.
Strategic Partnerships: Small business banking departments can mitigate resource limitations by forming strategic partnerships with technology providers, financial institutions, or fintech companies. Collaborative efforts can enable access to advanced technology, innovative products, and a broader talent pool.

Credit Analysis Function

Being in charge of evaluating the creditworthiness of small business loan applications, which includes looking at financial records and cash flow forecasts.

RISK : Cash Flow Analysis
For small businesses, cash flow analysis is often more important than collateral or credit history. However, tracking cash flow can be challenging as small business owners may not have a good handle on their cash flow or may have irregular income.

Controls :

Establish a cash reserve: Set aside a cash reserve to cover unexpected expenses or revenue shortfalls. This will provide a safety net and help you avoid cash flow problems.
Implement a cash flow forecasting system: Develop a system that tracks your cash flow and forecasts your cash inflows and outflows. This can help you plan for future expenses and ensure that you always have enough cash on hand.
Regularly monitor cash flow: Regularly review your cash flow statement to identify any potential cash flow issues before they become problems. This will help you to quickly identify any areas where you need to cut costs or increase revenue.

RISK : Compliance Requirements
Commercial banks are subject to a range of compliance requirements when it comes to lending, particularly in areas such as risk management, data privacy, and anti-money laundering. Meeting these requirements can be particularly challenging for small business banking departments, which may lack the resources to devote to compliance activities.

Controls :

Establishing Partnerships and Outsourcing: Collaborating with external experts and outsourcing compliance functions can alleviate the resource constraints faced by small business banking departments. Partnering with specialized compliance firms or leveraging the services of third-party providers can ensure adherence to regulatory requirements while minimizing costs and freeing up internal resources for other critical tasks.
Implementing Automated Compliance Systems: Utilizing advanced technology solutions like automated compliance systems can significantly streamline and enhance the efficiency of compliance activities. These systems can help small business banking departments effectively manage risk, ensure data privacy, and identify potential money laundering activities, reducing the burden on limited resources.

RISK : Limited Information
Small businesses often lack the financial records and reporting systems of larger businesses, making it difficult for banks to gather sufficient information for accurate credit analysis.

Controls :

Implement Simplified Financial Reporting Systems: Develop user-friendly and streamlined financial reporting templates specifically designed for small businesses. This enables them to maintain accurate and standardized records, facilitating banks in gathering essential information for credit analysis.
Strengthen Collaboration with Small Business Associations: Foster partnerships with local small business associations to establish mentorship programs and provide guidance on maintaining comprehensive financial records. These associations can also offer workshops and training sessions on basic financial management to enhance small businesses' understanding of credit analysis requirements.

RISK : Market Dynamics
The market for small business lending can be volatile and competitive, with new entrants and changing regulations. This can make it challenging for small business banking departments to stay up-to-date with market trends and maintain a competitive edge.

Controls :

Diversify lending: Diversify the types of small business loans offered to mitigate risk in the event of a downturn in one particular sector or industry.
Leverage technology: Implement technology solutions, such as data analytics and artificial intelligence, to improve efficiency, streamline operations, and identify new lending opportunities.
Regular market analysis: Consistently analyze the market for small business lending to identify trends and emerging competitors, allowing banking departments to proactively adjust strategies.
Stay informed: Stay up-to-date on regulatory changes and industry news to ensure compliance and stay ahead of changes in the market.

Loan Processing and Underwriting Function

Processing loan applications and deciding whether to approve or deny them based on risk and credit analysis.

RISK : Incomplete or Inaccurate Applications
Another challenge is incomplete or inaccurate loan applications. Small business owners may not understand the importance of providing complete and accurate information, which can delay the underwriting process.

Controls :

Conduct thorough due diligence and verification of all information provided on loan applications.
Establish a clear and concise loan application checklist for small business owners to follow, ensuring all necessary information is included.
Implement mandatory education or training programs for small business owners on the importance of accurate loan application information.
Utilize automated underwriting systems that can detect and flag incomplete or inaccurate information for further review.

RISK : Lack of Financial Documentation
One of the biggest challenges for small business loan underwriting is the lack of adequate financial documentation. Small businesses may not have the same level of financial sophistication as larger firms, and may not have the resources to produce the extensive financial documentation required by banks.

Controls :

Conduct in-depth interviews with small business owners to gather additional information about their financial situation, business operations, and growth potential.
Implement a standardized loan application process that requires specific financial documentation from small business borrowers, such as tax returns, profit and loss statements, and balance sheets.
Partner with third-party financial services providers to offer small business borrowers access to accounting, bookkeeping, and financial planning services that can help them improve their financial documentation and management practices.
Use data analytics tools to assess creditworthiness based on alternative sources of financial information, such as cash flow data, customer transaction history, and social media activity.

Relationship Management Function

Developing and maintaining connections with small business clients, including offering direction and financial assistance.

RISK : Lack of Personalization
Due to limited resources, small business banking departments may struggle to provide personalized services and attention to their clients. This can lead to a lack of trust and a diminished sense of loyalty on the part of the client.

Controls :

Develop a customer loyalty program that rewards customers for their continued business and incentivizes them to remain loyal to the bank.
Establish a customer feedback system to gain insight into customers' needs, preferences, and concerns, allowing the bank to tailor its services to each customer's unique needs.
Implement a client relationship management (CRM) system to ensure that all customer interactions are recorded, tracked, and followed up on promptly, ensuring that no client is overlooked or left behind.
Train and empower front-line staff to proactively engage with clients, build relationships, and provide personalized attention and service, fostering a sense of trust and loyalty.

RISK : Limited Resources
Small business banking departments often have limited resources to dedicate to relationship management activities. They may not have the personnel, time, or budget to invest in building and maintaining strong relationships with their clients.

Controls :

Efficient Client Segmentation: Implementing a robust client segmentation strategy allows small business banking departments to prioritize their limited resources effectively. By identifying high-value clients and allocating resources accordingly, they can focus on building and maintaining strong relationships with these key accounts, maximizing their impact.
Technology-Driven Solutions: Embracing technology can significantly enhance relationship management capabilities within small business banking departments. Implementing customer relationship management (CRM) systems, automated communication platforms, and digital self-service options can streamline processes, reduce manual workload, and enable efficient interactions with clients, even with limited personnel and time.

RISK : Risk Management
Small business banking departments need to manage risk effectively, including credit risk, operational risk, and compliance risk. They must balance the need to support small businesses' growth and profitability with the need to maintain a safe and sound banking environment. Failure to manage risk effectively can result in losses, reputational damage, and harm to client relationships.

Controls :

Establish clear risk management policies and procedures, including credit risk assessments, operational controls, and compliance monitoring.
Implement advanced risk management technologies, such as AI and machine learning, to enhance risk monitoring and identify potential threats in real-time.
Provide comprehensive training and education for employees on risk management best practices, including fraud detection, AML/KYC regulations, and credit analysis.
Regularly review and update risk management policies and procedures to ensure they are effective and in compliance with regulatory requirements.

RISK : Technology
Small business banking departments must keep up with technological advancements to provide clients with convenient and efficient services. This includes offering online and mobile banking, digital account opening, and other technological solutions that small businesses expect from their banking partners. However, implementing and maintaining technology can be costly and time-consuming, and small business banking departments may struggle to keep pace with larger commercial banks.

Controls :

Risk Mitigation Control: Prioritizing Investment in Core Technologies Small business banking departments should prioritize their investment in core technologies to mitigate the risk. By conducting a thorough analysis of customer needs and preferences, they can identify the essential technological solutions required to meet client expectations. By focusing their resources on crucial areas such as online and mobile banking platforms, automation tools, and streamlined digital processes, small business banking departments can optimize their budgets and efficiently provide convenient and efficient services to clients. This approach ensures that limited resources are allocated to the most impactful technologies, helping them keep pace with larger commercial banks.
Small business banking departments can mitigate the risk by forming strategic partnerships and collaborations with fintech companies or larger commercial banks. This allows them to leverage existing technological infrastructure and expertise, reducing the burden of implementing and maintaining technology independently. By pooling resources and knowledge, small business banking departments can offer innovative online and mobile banking solutions, digital account opening, and other advanced services, while minimizing costs and staying competitive in the market.

Small Business Marketing Function

Liable for creating and putting into effect marketing plans to advertise the bank's small business products and services.

RISK : Compliance and Regulatory Constraints
Financial institutions are subject to strict regulations and compliance requirements, which can make it challenging to create and implement marketing strategies that meet both the needs of the bank and the requirements of regulatory bodies.

Controls :

Collaborate with Regulatory Experts: Engage with legal and compliance professionals who specialize in financial regulations. These experts can provide valuable insights and guidance to ensure marketing strategies are compliant while meeting business objectives. Regular consultations and feedback from regulatory experts can help identify potential risks and ensure proactive compliance measures are in place.
Establish Robust Compliance Framework: Develop a comprehensive compliance framework that aligns with regulatory requirements, ensuring all marketing strategies and campaigns adhere to relevant guidelines. This includes conducting regular compliance audits, implementing stringent monitoring systems, and providing continuous training to marketing personnel on compliance obligations.

RISK : Lack of Resources
Small business banking departments may not have dedicated marketing teams, leaving employees responsible for marketing tasks on top of their regular duties.

Controls :

Cross-Train Employees: Provide comprehensive training programs that equip small business banking employees with basic marketing skills. This will enable them to handle marketing tasks efficiently and effectively, minimizing the need for dedicated marketing teams. Cross-training empowers employees to take on marketing responsibilities without compromising their regular duties.
Streamline and Automate Marketing Processes: Implement marketing automation tools and software that can assist small business banking employees in automating repetitive marketing tasks. This will free up their time, allowing them to focus on their primary responsibilities while still maintaining effective marketing efforts.

RISK : Limited Digital Presence
Small business banking departments may not have a robust digital presence, making it difficult to reach and engage with their target audience, particularly those who prefer to conduct business online.

Controls :

Develop and implement a comprehensive digital marketing strategy to increase online visibility and attract new customers.
Invest in developing a user-friendly and secure online banking platform to enhance the customer experience and increase adoption.
Leverage social media platforms to engage with customers and promote the bank's online services and offerings.
Offer incentives to encourage customers to transition to online banking and regularly promote the benefits of digital banking.

RISK : Limited Marketing Budgets
Small business banking departments often have limited marketing budgets, making it difficult to compete with larger financial institutions and their robust marketing campaigns.

Controls :

Content Marketing and Thought Leadership: Creating valuable and informative content positions small business banking departments as industry experts, building trust and credibility with potential customers. By consistently producing high-quality articles, blog posts, and videos, small businesses can differentiate themselves from larger financial institutions and establish a loyal customer base without relying solely on expensive advertising campaigns.
Targeted Digital Advertising: Implementing a strategic digital advertising campaign allows small business banking departments to reach their target audience effectively. By leveraging data analytics and precise targeting, limited marketing budgets can be utilized efficiently, maximizing the impact and ROI of each marketing dollar spent.

RISK : Understanding the Target Market
It's essential for small business banking departments to understand their target market's needs and preferences to create effective marketing strategies that resonate with them. However, this can be challenging as small businesses have diverse needs and preferences.

Controls :

Collaboration with industry experts: Partnering with industry experts can provide valuable insights into the unique needs and preferences of small businesses.
Customer surveys: Conducting surveys can help small business banking departments understand their target market's needs and preferences. This can be done through online surveys, phone interviews, or in-person focus groups.
Data analysis: Analyzing customer data can help small business banking departments identify patterns and trends in their target market's behavior and preferences. This can inform the development of more effective marketing strategies.
Market segmentation: By dividing the target market into smaller groups based on specific characteristics such as size, industry, and location, the bank can tailor its marketing strategies to better meet the needs and preferences of each group.

Small Business Support Function

In charge of offering small company clients support, including help setting up accounts, using online banking, and using other banking services.

RISK : Access to Funding
Small businesses often face difficulty in accessing funding, which is critical for their growth and expansion. Small business banking departments need to be able to provide easy access to loans and other financial products to meet the funding needs of small businesses.

Controls :

Collaborate with alternative lenders: Small business banking departments can collaborate with alternative lenders, such as peer-to-peer lending platforms or crowdfunding websites, to provide additional funding options for small businesses.
Government-backed loan guarantee programs: Governments can provide loan guarantee programs for small businesses, which reduces the risk for lenders and encourages them to lend to small businesses. This increases the chances of small businesses accessing funding.
Streamline loan application process: Small business banking departments can streamline the loan application process and make it easier and faster for small businesses to apply for loans. This will reduce the time and effort required to access funding.

RISK : Regulatory Compliance
The banking industry is heavily regulated, and small business banking departments need to comply with numerous regulations, which can be challenging and time-consuming. Compliance with regulations related to lending, credit underwriting, and consumer protection adds complexity to the process of providing support to small businesses.

Controls :

Automation: Implementing automated compliance systems can reduce the time and effort required to comply with regulations, ensuring that small business banking departments remain compliant and avoid regulatory penalties.
Outsourcing: Outsourcing compliance tasks to third-party providers can reduce the workload on small business banking departments, allowing them to focus on core business activities while ensuring that regulatory compliance is met.
Standardization: Standardizing compliance processes across small business banking departments can help ensure consistent compliance with regulations and reduce the risk of errors or omissions.
Training: Regular training for employees on regulations, compliance requirements, and best practices can help small business banking departments remain compliant and avoid costly regulatory issues.

Treasury Management Function

Liable for offering treasury and cash management services to small business clients, such as merchant services, cash handling, and payroll processing.

RISK : Cash flow management
Managing cash flow is critical for small businesses, but it can be challenging for banks to provide timely and accurate information to help small businesses manage their cash flow. This can result in delayed payments, insufficient funds, or overdrafts, which can impact the financial health of the business.

Controls :

Account Reconciliation: Banks can ensure that their records match the transaction records of their small business clients by offering automated account reconciliation. This helps prevent errors and delays in payments.
Automated Cash Management Tools: Utilize technology-driven tools to provide real-time visibility of cash flow, which enables small businesses to make informed decisions on cash flow management.
Flexible Credit Options: Offer flexible credit options, such as revolving lines of credit, to provide small businesses with access to funds during cash flow shortages.
Payment Scheduling: Schedule payments in advance to ensure small businesses can meet their payment obligations and avoid delays or overdrafts. Banks can also provide alerts when payments are due to ensure timely payments.

RISK : Lack of customer awareness
Small businesses may not be aware of the treasury management products and services available to them through their banks. Small business banking departments may need to invest in marketing and education to increase awareness of these offerings.

Controls :

Enhance Digital Presence: Banks should optimize their online platforms and websites to showcase their treasury management solutions specifically tailored for small businesses. This includes creating user-friendly interfaces, providing detailed product information, and offering interactive tools to guide customers through the available options. A strong online presence will improve accessibility and enable businesses to explore and adopt relevant services.
Implement an Outreach and Education Program: Small business banking departments should proactively develop and execute marketing campaigns, workshops, and webinars to educate their customers about the treasury management products and services available. This will help increase awareness and understanding of the offerings, enabling businesses to make informed decisions.

RISK : Limited product offerings
Small business banking departments may have limited product offerings for treasury management compared to larger banks. This can make it difficult to compete with other banks and fintechs that offer more diverse and innovative treasury management products and services.

Controls :

Invest in research and development to create innovative treasury management products that cater to the specific needs of small businesses.
Leverage the bank's strengths, such as personalized service and local expertise, to differentiate from competitors.
Partner with fintechs to offer a wider range of treasury management products and services.
Provide training and education to small business owners on how to maximize the use of existing treasury management products and services.

RISK : Limited resources
Small business banking departments typically have limited resources to allocate towards treasury management. This can include a lack of staff, technology, or expertise to manage treasury functions effectively.

Controls :

Resource Optimization: Implementing efficient resource allocation strategies is crucial for small business banking departments. Prioritize the allocation of limited resources, such as staff, technology, and expertise, to focus on essential treasury management functions. This includes identifying core competencies, leveraging technology solutions, and seeking partnerships or outsourcing options to fill any expertise gaps.
Training and Skill Development: Invest in comprehensive training programs to enhance the skills and knowledge of existing staff. Offer specialized training in treasury management to empower employees and enable them to handle treasury functions effectively. This can include workshops, online courses, or partnering with industry experts to provide guidance and support.