0000759944 us-gaap:ConsumerPortfolioSegmentMember cfg:HomeEquityLineofCreditServicedbyOthersMember cfg:FinancingReceivablesEqualToOrGreaterThan30DaysPastDueMember 2018-12-310000759944us-gaap:FairValueInputsLevel2Membercfg:ResidentialLoansHeldforsaleMember2019-12-31

UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
FORM 10-K

ANNUAL REPORT PURSUANT TO SECTION 13 OR 15(d)
OF THE SECURITIES EXCHANGE ACT OF 1934
For the Fiscal Year Ended
December 31, 20192020
TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d)
OF THE SECURITIES EXCHANGE ACT OF 1934
For the Transition Period From
(Not Applicable)
Commission File Number 001-36636
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(Exact name of the registrant as specified in its charter)
Delaware05-0412693
(State or Other Jurisdiction of

Incorporation or Organization)
(I.R.S. Employer

Identification Number)
One Citizens Plaza,, Providence,, RI02903
(Address of principal executive offices, including zip code)
(401) (401) 456-7000
(Registrant’s telephone number, including area code)
Securities registered pursuant to Section 12(b) of the Act:
Title of each classTrading symbol(s)Name of each exchange on which registered
Common stock, $0.01 par value per shareCFGNew York Stock Exchange
Depositary Shares, each representing a 1/40th interest in a share of 6.350% Fixed-to-Floating Rate Non-Cumulative Perpetual Preferred Stock, Series D
CFG PrDNew York Stock Exchange
Depositary Shares, each representing a 1/40th interest in a share of 5.000% Fixed-Rate Non-Cumulative Perpetual Preferred Stock, Series E
CFG PrENew York Stock Exchange
Securities registered pursuant to Section 12(g) of the Act:
None
Indicate by check mark if the registrant is a well-known seasoned issuer, as defined in Rule 405 of the Securities Act. Yes No
Indicate by check mark if the registrant is not required to file reports pursuant to Section 13 or Section 15(d) of the Act. Yes No
Indicate by check mark whether the Registrant (1) has filed all reports required to be filed by Section 13 or 15(d) of the Securities Exchange Act of 1934 during the preceding 12 months (or for such shorter period that the registrant was required to file such reports) and (2) has been subject to such filing requirements for the past 90 days. Yes No
Indicate by check mark whether the registrant has submitted electronically every Interactive Data File required to be submitted pursuant to Rule 405 of Regulation S-T (§232.405 of this chapter) during the preceding 12 months (or for such shorter period that the registrant was required to submit such files). Yes No
Indicate by check mark whether the registrant is a large accelerated filer, an accelerated filer, a non-accelerated filer, or a smaller reporting company, or an emerging growth company. See the definitions of “large accelerated filer,” “accelerated filer”filer,” “smaller reporting company” and “smaller reporting“emerging growth company” in Rule 12b-2 of the Exchange Act:
Large accelerated filerAccelerated filer
Non-accelerated filerSmaller reporting company
Emerging growth company

If an emerging growth company, indicate by check mark if the registrant has elected not to use the extended transition period for complying with any new or revised financial accounting standards provided pursuant to Section 13(a) of the Exchange Act.
Indicate by check mark whether the registrant has filed a report on and attestation to its management’s assessment of the effectiveness of its internal control over financial reporting under Section 404(b) of the Sarbanes-Oxley Act (15 U.S.C. 7262(b)) by the registered public accounting firm that prepared or issued its audit report.
Indicate by check mark whether the registrant is a shell company (as defined in Rule 12b-2 of the Exchange Act). Yes No
The aggregate market value of voting stock held by nonaffiliates of the Registrant was $16,145,696,534$10,732,733,443 (based on the June 30, 20192020 closing price of Citizens Financial Group, Inc. common shares of $35.36$25.24 as reported on the New York Stock Exchange). There were 427,434,404425,106,419 shares of Registrant’s common stock ($0.01 par value) outstanding on February 5, 2020.1, 2021.
Documents incorporated by reference

Portions of Citizens Financial Group, Inc.’s proxy statement to be filed with the United States Securities and Exchange Commission in connection with Citizens Financial Group, Inc.’s 20202021 annual meeting of stockholders (the “Proxy Statement”) are incorporated by reference into Part III hereof. Such Proxy Statement will be filed within 120 days of Citizens Financial Group, Inc.’s fiscal year ended December 31, 2019.2020.



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Table of Contents
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Signatures




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GLOSSARY OF ACRONYMS AND TERMS
The following is a list of common acronyms and terms we regularly use in our financial reporting:
2017 Tax LegislationAACLAn Act to Provide for Reconciliation Pursuant to Titles II and V of the Concurrent Resolution on the Budget for Fiscal Year 2018 (Tax Cuts and Jobs Act)
ACLAdjusted Allowance for Credit Losses
AcquisitionsACLAllowance for Credit Losses: Allowance for Loan and Lease Losses plus Reserve for Unfunded Lending Commitments
AcquisitionsRefers to acquisitions after second quarter 2018, including Franklin American Mortgage Company, Clarfeld Financial Advisors, LLC, and Bowstring Advisors LLC and Trinity Capital
AFSAvailable for Sale
ALLLAllowance for Loan and Lease Losses
ALMAsset and Liability Management
AOCIAccumulated Other Comprehensive Income (Loss)
ASUARRCAlternative Reference Rates Committee
ASUAccounting Standards Update
ATMAutomated Teller Machine
Bank Holding Company ActThe Bank Holding Company Act of 1956
Board or Board of DirectorsThe Board of Directors of Citizens Financial Group, Inc.
bpsBasis Points
Capital Plan RuleFederal Reserve Regulation Y Capital Plan Rule
CBNACARES ActThe Coronavirus Aid, Relief, and Economic Security Act
CBNACitizens Bank, National Association
CBPACCARCitizens Bank of Pennsylvania
CCARComprehensive Capital Analysis and Review
CCBCapital Conservation Buffer
CCMICitizens Capital Markets, Inc.
CECL
CECL
Current Expected Credit Losses (ASU 2016-13, Financial Instruments—Credit Losses (Topic 326): Measurement of Credit Losses on Financial Instruments)
CET1Common Equity Tier 1
CET1 capital ratioCommon Equity Tier 1 capital divided by total risk-weighted assets as defined under the U.S. Basel III Standardized approach
CFPBConsumer Financial Protection Bureau
CFTCCommodity Futures Trading Commission
Citizens or CFG or the Company, we, us, or ourCitizens Financial Group, Inc. and its Subsidiaries
CLTVCombined Loan-to-Value
CLOCollateralized Loan Obligation
CMO
CMOCollateralized Mortgage Obligation
CRACOVID-19 pandemicCoronavirus Disease 2019 Pandemic
CRACommunity Reinvestment Act
CRECommercial Real Estate
DIF
DIFDeposit Insurance Fund
Dodd-Frank ActThe Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010
EGRRCPA
EADExposure at Default
EGRRCPAEconomic Growth, Regulatory Relief and Consumer Protection Act
EPSElevated cashCash above targeted operating levels
EPSEarnings Per Share
ESPPEmployee Stock Purchase Program
ERISAEmployee Retirement Income Security Act of 1974
Exchange ActThe Securities Exchange Act of 1934
FAMCFranklin American Mortgage Company
FAMC acquisitionThe August 1, 2018 acquisition of Franklin American Mortgage Company
Fannie Mae (FNMA)Federal National Mortgage Association
FASBFinancial Accounting Standards Board

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FDIAFAMCFranklin American Mortgage Company
Fannie Mae (FNMA)Federal National Mortgage Association
FASBFinancial Accounting Standards Board
FDIAFederal Deposit Insurance Act
FDICFederal Deposit Insurance Corporation
FFIECFederal Financial Institutions Examination Council
FHLBFederal Home Loan Bank
FICOFair Isaac Corporation (credit rating)
FINRAFinancial Industry Regulation Authority
FRB or Federal ReserveBoard of Governors of the Federal Reserve System and, as applicable, Federal Reserve Bank(s)
Freddie Mac (FHLMC)Federal Home Loan Mortgage Corporation
FTE
FTEFully Taxable Equivalent
FTPFunds Transfer Pricing
GAAPAccounting Principles Generally Accepted in the United States of America
GDPGross Domestic Product
GLBAGramm-Leach-Bliley Act of 1999
Ginnie Mae (GNMA)Government National Mortgage Association
GSEGovernment-Sponsored EnterpriseGovernment Sponsored Entity
HELOCHome Equity Line of Credit
HTM
HTMHeld To Maturity
Last-of-LayerICEIntercontinental Exchange
Last-of-LayerLast-of-layer is a fair value hedge of the interest rate risk of a portfolio of similar prepayable assets whereby the last dollar amount within the portfolio of assets is identified as the hedged item
LCRLiquidity Coverage Ratio
LHFSLoans Held for Sale
LGDLoss Given Default
LIBORLondon Interbank Offered Rate
LIHTCLow Income Housing Tax Credit
LTVLoan-to-ValueLoan to Value
MBSMortgage-Backed Securities
MD&AManagement’s Discussion and Analysis of Financial Condition and Results of Operations
Mid-AtlanticDistrict of Columbia, Delaware, Maryland, New Jersey, New York, Pennsylvania, Virginia, and West Virginia
MidwestIllinois, Indiana, Michigan, and Ohio
MSAModified AACL TransitionThe Day-1 CECL adoption entry booked to ACL plus 25% of subsequent CECL ACL reserve build
Modified CECL TransitionThe Day-1 CECL adoption entry booked to retained earnings plus 25% of subsequent CECL ACL reserve build
MSAMetropolitan Statistical Area
MSRsMortgage Servicing Rights
NCOsNet charge-offs
New EnglandConnecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont
NMNot meaningful
NSFRNPLsNonaccrual loans
NSFRNet Stable Funding Ratio
OCC
OCCOffice of the Comptroller of the Currency
OCICitizens Financial Group, Inc. | 3


OCIOther Comprehensive Income (Loss)
OFACOffice of Foreign Assets Control
Parent CompanyCitizens Financial Group, Inc. (the Parent Company of Citizens Bank, National Association and other subsidiaries)
PDProbability of Default
peers or peer regional banksBB&T, Comerica, Fifth Third, Huntington, KeyCorp, M&T, PNC, Regions, SunTrustTruist and U.S. Bancorp. Includes Truist for the period subsequent to the merger of BB&T and SunTrustBancorp
REITsPPPReal Estate Investment TrustsThe U.S. Small Business Administration’s Paycheck Protection Program
ROTCE
REITReal estate investment trust
ROTCEReturn on Average Tangible Common Equity
RPARisk Participation Agreement

SBAUnited States Small Business Administration
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SEC
SBASmall Business Administration
SBOServiced by Others loan portfolio
SECUnited States Securities and Exchange Commission
SVaRSOFRStressed Value-at-RiskSecured Overnight Financing Rate
TDRSVaRStressed Value at Risk
Tailoring RulesRules establishing risk-based categories for determining prudential standards for large U.S. and foreign banking organizations, consistent with the Dodd-Frank Act, as amended by the Economic Growth, Regulatory Relief and Consumer Protection Act
TDRTroubled Debt Restructuring
Tier 1 capital ratioTier 1 capital, which includes Common Equity Tier 1 capital plus non-cumulative perpetual preferred equity that qualifies as additional tier 1 capital, divided by total risk-weighted assets as defined under the U.S. Basel III Standardized approach
Tier 1 leverage ratioTier 1 capital, which includes Common Equity Tier 1 capital plus non-cumulative perpetual preferred equity that qualifies as additional tier 1 capital, divided by quarterly adjusted average assets as defined under the U.S. Basel III Standardized approach
Total capital ratioTotal capital, which includes Common Equity Tier 1 capital, tier 1 capital and allowance for credit losses and qualifying subordinated debt that qualifies as tier 2 capital, divided by total risk-weighted assets as defined under the U.S. Basel III Standardized approach
VaRValue-at-RiskValue at Risk
VIEVariable Interest Entities

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FORWARD-LOOKING STATEMENTS
This document contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Statements regarding potential future share repurchases and future dividends as well as the potential effects of the COVID-19 pandemic and associated lockdowns on our business, operations, financial performance and prospects, are forward-looking statements. Also, any statement that does not describe historical or current facts is a forward-looking statement. These statements often include the words “believes,” “expects,” “anticipates,” “estimates,” “intends,” “plans,” “goals,” “targets,” “initiatives,” “potentially,” “probably,” “projects,” “outlook” or similar expressions or future conditional verbs such as “may,” “will,” “should,” “would,” and “could.”


Forward-looking statements are based upon the current beliefs and expectations of management, and on information currently available to management. Our statements speak as of the date hereof, and we do not assume any obligation to update these statements or to update the reasons why actual results could differ from those contained in such statements in light of new information or future events. We caution you, therefore, against relying on any of these forward-looking statements. They are neither statements of historical fact nor guarantees or assurances of future performance. While there is no assurance that any list of risks and uncertainties or risk factors is complete, important factors that could cause actual results to differ materially from those in the forward-looking statements include the following, without limitation:
Negative economic and political conditions that adversely affect the general economy, housing prices, the job market, consumer confidence and spending habits which may affect, among other things, the level of nonperforming assets, charge-offs and provision expense;
Negative economic and political conditions that adversely affect the general economy, housing prices, the job market, consumer confidence and spending habits which may affect, among other things, the level of nonperforming assets, charge-offs and provision expense;
The rate of growth in the economy and employment levels, as well as general business and economic conditions, and changes in the competitive environment;
Our ability to implement our business strategy, including the cost savings and efficiency components, and achieve our financial performance goals;
Our ability to meet heightened supervisory requirements and expectations;
Liabilities and business restrictions resulting from litigation and regulatory investigations;
Our capital and liquidity requirements (including under regulatory capital standards, such as the U.S. Basel III capital rules) and our ability to generate capital internally or raise capital on favorable terms;
The effect of changes in interest rates on our net interest income, net interest margin and our mortgage originations, mortgage servicing rights and mortgages held for sale;
Changes in interest rates and market liquidity, as well as the magnitude of such changes, which may reduce interest margins, impact funding sources and affect the ability to originate and distribute financial products in the primary and secondary markets;
The effect of changes in the level of checking or savings account deposits on our funding costs and net interest margin;
Financial services reform and other current, pending or future legislation or regulation that could have a negative effect on our revenue and businesses;
A failure in or breach of our operational or security systems or infrastructure, or those of our third party vendors or other service providers, including as a result of cyber-attacks; and
Management’s ability to identify and manage these and other risks.
The rate of growth in the economy and employment levels, as well as general business and economic conditions, and changes in the competitive environment;
Our ability to implement our business strategy, including the cost savings and efficiency components, and achieve our financial performance goals;
The COVID-19 pandemic and associated lockdowns and their effects on the economic and business environments in which we operate;
Our ability to meet heightened supervisory requirements and expectations;
Liabilities and business restrictions resulting from litigation and regulatory investigations;
Our capital and liquidity requirements under regulatory capital standards and our ability to generate capital internally or raise capital on favorable terms;
The effect of changes in interest rates on our net interest income, net interest margin and our mortgage originations, mortgage servicing rights and mortgages held for sale;
Changes in interest rates and market liquidity, as well as the magnitude of such changes, which may reduce interest margins, impact funding sources and affect the ability to originate and distribute financial products in the primary and secondary markets;
The effect of changes in the level of checking or savings account deposits on our funding costs and net interest margin;
Financial services reform and other current, pending or future legislation or regulation that could have a negative effect on our revenue and businesses;
A failure in or breach of our operational or security systems or infrastructure, or those of our third party vendors or other service providers, including as a result of cyber-attacks; and
Management’s ability to identify and manage these and other risks.
In addition to the above factors, we also caution that the actual amounts and timing of any future common stock dividends or share repurchases will be subject to various factors, including our capital position, financial performance, risk-weighted assets, capital impacts of strategic initiatives, market conditions and regulatory and accounting considerations, as well as any other factors that our Board of Directors deems relevant in making such a determination. Therefore, there can be no assurance that we will repurchase shares from or pay any dividends to holders of our common stock, or as to the amount of any such repurchases or dividends. Further, statements about the effects of the COVID-19 pandemic and associated lockdowns on our business, operations, financial performance and prospects may constitute forward-looking statements and are subject to the risk that
Citizens Financial Group, Inc. | 5


the actual impacts may differ, possibly materially, from what is reflected in those forward-looking statements due to factors and future developments that are uncertain, unpredictable and in many cases beyond our control, including the scope and duration of the pandemic, actions taken by governmental authorities in response to the pandemic, and the direct and indirect impact of the pandemic on our customers, third parties and us.


More information about factors that could cause actual results to differ materially from those described in the forward-looking statements can be found under Item 1A “Risk Factors”.

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PART I
ITEM 1. BUSINESS
Citizens Financial Group, Inc. is the 14th13th largest retail bank holding company in the United States.(1) Headquartered in Providence, Rhode Island, we offer a broad range of retail and commercial banking products and services to more than five million individuals, small businesses, middle-market companies, large corporations and institutions. Our products and services are offered through approximately 1,1001,000 branches in 11 states in the New England, Mid-Atlantic and Midwest regions and approximately 135130 retail and commercial non-branch offices, though certain lines of business serve national markets. At December 31, 2019,2020, we had total assets of $165.7$183.3 billion, total deposits of $125.3$147.2 billion and total stockholders’ equity of $22.2$22.7 billion.
We are a bank holding company incorporated under Delaware state law in 1984 and whose primary federal regulator is the FRB. On January 2, 2019, we consolidated our banking subsidiaries via a merger of CBPA into CBNA in order to streamline governance and enterprise risk management, improve CBNA’s risk profile and gain operational efficiencies. CBNA is our primary subsidiary and sole banking subsidiary, whose primary federal regulator is the OCC.
Business Segments
We manage our business through two reportable business operating segments: Consumer Banking and Commercial Banking. For additional information regarding our business segments see the “Business Operating Segments” section of Item 7 and Note 25 in Item 8. Our activities outside these segments are classified as “Other” and include treasury activities, wholesale funding activities, securities portfolio, community development assets, non-core assets, and other unallocated assets, liabilities, capital, revenues, provision for credit losses and expenses, including income tax expense. The Other classification also includes the financial impact of non-core, liquidating loan portfolios and other non-core assets and liabilities. For a description of non-core assets see the “Allowance for Credit Losses and Nonperforming Assets” section of Item 7.
The following table presents selected financial information for our business operating segments, Other and consolidated:
 For the Year Ended December 31,
2019 2018
(in millions)Consumer Banking Commercial Banking 
Other 
 Consolidated Consumer Banking Commercial Banking Other Consolidated
Net interest income
$3,182
 
$1,466
 
($34) 
$4,614
 
$3,064
 
$1,497
 
($29) 
$4,532
Noninterest income1,156
 607
 114
 1,877
 973
 545
 78
 1,596
Total revenue4,338
 2,073
 80
 6,491
 4,037
 2,042
 49
 6,128
Noninterest expense2,851
 858
 138
 3,847
 2,723
 813
 83
 3,619
Net income875
 870
 46
 1,791
 767
 927
 27
 1,721
Total average loans and leases and loans held for sale
$63,396
 
$54,355
 
$2,089
 
$119,840
 
$60,691
 
$51,344
 
$2,446
 
$114,481
Total average deposits
$84,835
 
$31,085
 
$7,381
 
$123,301
 
$77,542
 
$30,704
 
$7,611
 
$115,857
Consumer Banking Segment
Consumer Banking serves retail customers and small businesses with annual revenues of up to $25 million, with products and services that include deposit products, mortgage and home equity lending, credit cards, business loans, wealth management and investment services largely across our 11-state traditional banking footprint. We also offer auto, loans, education loans, unsecured loans and product financingpoint-of-sale finance loans in addition to select digital deposit products nationwide.
Consumer Banking operates a multi-channel distribution network with a workforce of approximately 5,7004,800 branch colleagues, approximately 1,1001,000 branches, including about 290270 in-store locations, and approximately 2,700 ATMs. Our network includes approximately 1,3251,420 specialists covering lending, savings and investment needs as well as a broad range of small business products and services. We serve customers on a national basis through telephone service centers as well as through our online and mobile platforms where we offer customers the convenience of depositing funds, paying bills and transferring money between accounts and from person to person, as well as a host of other everyday transactions.
(1) According to SNL Financial as of September 30, 2019.Based on subsequent peer merger activity.


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We believe our strong retail deposit market share in our core regions, which have relatively diverse economies and affluent demographics, is a competitive advantage. As of June 30, 2019,2020, we ranked second by retail deposit market share in the New England region and ranked in the top five in nineeight of our ten principal MSAs.(1)
The following table presents information regarding our competitive position in our principal MSAs:
(1) According to SNL Financial.
(dollars in billions) TotalTotalDeposit
MSATotal BranchesDepositsDeposit RankMarket Share
Boston, MA202$22.0213.4%
Philadelphia, PA16914.8410.1
Pittsburgh, PA1128.2213.7
Providence, RI938.8124.9
Detroit, MI815.576.5
Cleveland, OH503.947.9
Manchester, NH192.5227.9
Buffalo, NY401.958.3
Albany, NY211.949.8
Rochester, NY251.759.4
Source: FDIC, June 2019. Principal MSAs determined by total retail branch count. Deposits capped at $500 million per branch. Includes banks, savings banks and thrifts. Excludes “non-retail banks” as defined by SNL Financial. The scope of “non-retail banks” is subject to the discretion of SNL Financial, but typically includes: industrial bank and non-depository trust charters, institutions with more than 20% brokered deposits (of total deposits), institutions with more than 20% credit card loans (of total loans), institutions deemed not to broadly participate in the banking services market and other nonretail competitor banks. Due to deposit cap, Citizens Access® retail deposits excluded from MSA deposits statistics.
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Commercial Banking Segment
Commercial Banking primarily serves companies and institutions with annual revenues of over $25 million to more than $3.0 billion and strives to be our clients’ trusted advisor and preferred provider for their banking needs. We offer a broad complement of financial products and solutions, including lending and leasing, deposit and treasury management services, foreign exchange, interest rate and commodity risk management solutions, as well as loan syndications,syndicated loans, corporate finance, merger and acquisition, and debt and equity capital markets capabilities.
Commercial Banking is structured along business lines and product groups. The business lines, Corporate Banking and Commercial Real Estate, and the product groups, Corporate Finance & Capital Markets, and Treasury Solutions work in teams to understand client needs and provide comprehensive solutions to meet those needs. We acquire new clients through a coordinated approach to the market, leveraging deep industry knowledge in specialized banking groups and a geographic coverage model.
Corporate Banking serves middle market commercial and industrial clients with annual gross revenues of $25 million to $500 million, and mid-corporate clients with annual revenues of $500 million to more than $3.0 billion in the United States. In several areas, such as Healthcare, Technology, Aerospace, and Defense and Government Services, Communications, Transportation and Logistics, Franchise, Finance,Human Capital Management, and Gaming we offer a more dedicated and tailored approach to better meet the unique needs of these client segments.
Commercial Real Estate provides customized debt capital solutions for middle market operators, institutional developers, investors, and REITs. Commercial Real Estate provides financing for projects primarily in the office, multi-family, industrial, retail, healthcare and hospitality sectors.
The Corporate Finance & Capital Markets servesserve clients through key product groups including Corporate Finance, Capital Markets, and Global Markets. Corporate Finance provides advisory services to middle market and mid-corporate clients, including mergers and acquisitions and capital structure advice. The team works closely with industry-sector specialists within debt capital markets to advise our clients. Corporate Finance also provides acquisition and follow-on financing for new and recapitalized portfolio companies of key sponsors, services meeting the unique and time-sensitive needs of private equity firms, management companies and funds, and underwriting and portfolio management expertise for leveraged transactions and relationships. Capital Markets originates, structures and underwrites multi-bank syndicated credit facilities targeting middle market, mid-corporate and private equity sponsors with a focus on offering value-added ideas to optimize their capital structures, including advising on and facilitating mergers and acquisitions, valuations, tender offers, financial restructurings, asset sales,
(1) According to SNL Financial.

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divestitures and other corporate reorganizations and business combinations. Global Markets provides foreign exchange, interest rate and commodities risk management services.
The Treasury Solutions product group supports Commercial Banking and certain small business clients with treasury management solutions, including domestic and international products and services related to receivables, payables, information reporting and liquidity management as well as commercial credit cards and trade finance.
Business Strategy
Our mission is to help each of our customers, colleagues and communities reach their potential, and our vision is to become a top-performing bank distinguished by our customer-centric culture, mindset of continuous improvement, and excellent capabilities. We strive to understand customers and targeted client needs, so we can tailor advice and solutions to help make them more successful. Our business strategy is designed to maximize the full potential of our businesses, drive sustainable growth and enhance profitability. Our success rests on our ability to distinguish ourselves as follows:
Maintain a high-performing, customer-centric organization:To accomplish this, we We continually strive to enhance our “customer-first” culture in order to deliver the best possible banking experience. Recently, we launched a new company-wide branding campaign ‘Made Ready,’ which is centered around our focus on delivering personalized and distinctive experiences. For colleagues, weWe are taking talent management to the next level, with a goal of attracting, developing and retaining great people, while ensuring strong leadership, teamwork, and a sense of empowerment, accountability and urgency.
Develop differentiated value propositions to acquire, deepen, and retain core customer segments: We have focusedOur focus is on certain customer segments where we believe we are well positioned to compete. In Consumer Banking, we focus on serving mass affluent and affluent customers and small business customers.businesses. In Commercial Banking, we focus on serving customers in the middle market, mid-corporate, and certainselect industry vertical areas.verticals. By developing differentiated and targeted value propositions, we believe we can attract new customers, deepen relationships with existing customers, and deliver an enhanced customer experience. We are building our fee-based
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businesses, developing innovative solutions and broadening our capabilities to acquire, deepen and retain core customer relationships. For example, we have built out a strong corporate finance advisory model with deep expertise in multiple industries, and we deliver innovative solutions to our clients with an integrated approach.
Build excellent capabilities designed to help us stand out from competitors:Across our businesses, we strive to deliver seamless, multi-channel experiences that allow customers to interact with us when, where and how they choose. We continue to build out enhanced data analytics and capabilities to provide timely, insight-driven, tailored advice in order to deliver solutions to consumer and business customers throughout their lifecycles. We are also focused on expanding our digital capabilities and related strategies in order to satisfy rapidly changing customer preferences.
Operate with financial discipline and a mindset of continuous improvement to self-fund investments: We believe that continued focus on operational efficiency is critical to our future profitability and ability to continue to reinvest to drive future growth. We launched the first Tapping our Potential (“TOP”) initiative in 2014 and have launched additional programs in each subsequent year. TheThese programs are designed to improve the effectiveness, efficiency, and competitiveness of the franchise. In the second half of 2019, we launched the sixth TOP program, which is a multi-year program consisting of traditional TOP initiatives (similar in nature to prior programs), andas well as a Transformation Programtransformation program designed to redefine how we operate across the organization and deliver for customers and colleagues.
Prudently grow and optimize our balance sheet: We operate with a strong balance sheet with regard to capital, liquidity and funding, coupled with a well-defined and prudent risk appetite. We continue to focus on thoughtfully growing our balance sheet and strive to generate attractive risk-adjusted returns by actively managing capital and resource allocation decisions through balance sheet optimization initiatives. Our goal is to be good stewards of our resources, and we continue to rigorously evaluate our execution.
Modernize our technology and operational models to improve delivery, organizational agility and speed to market: We are continuing to modernize our technology and operating models to improve our speed-to-market, deliver innovative products and services, strengthen collaboration across teams, and meet financial objectives. We will also continue to engage in FinTech partnerships that help deliver differentiated value-added digital experiences for customers.
Embed risk management within our culture and operations: Given that the quality of our risk management program directly affects our ability to execute our strategy we continue to work to further strengthen our risk management culture. Moreover, we are committed to continuously enhancing our processes and talent, and to making improvements in the platform including ongoing investments in risk technology and frameworks. These actions are designed to support and bolsterenhance our risk management capabilities and regulatory profile.

Delivering well for stakeholders through the pandemic
The coronavirus pandemic and resulting reactions, such as lockdowns, safety protocols, unprecedented government measures to shore up the economy and drastic changes to daily life have been unique and remarkable. These stresses have required a new level of resilience and adaptability and Citizens has risen to meet these challenges so we can do more for our customers, communities, colleagues, and shareholders.
For our customers, we continued to provide support, advice and guidance during a time of tremendous need. Our Consumer Banking business has provided vital branch services safely and with minimal disruption and has offered loan forbearance to customers. Beginning in March 2020 and through December 31, 2020, we granted payment forbearance relief to approximately 159,000 retail customers representing approximately 8% of the retail loan portfolio. At December 31, 2020, loans remaining in forbearance had decreased to approximately 2.3% of the retail loan portfolio.
Our Commercial Banking team has worked with clients on loan modifications and securing additional liquidity, while maintaining top-of-peer satisfaction ratings. Beginning in March 2020 and through December 31, 2020, we granted payment deferrals to approximately 490 commercial clients on loans totaling approximately $3.2 billion. As of December 31, 2020, this decreased to 19 commercial clients with deferrals on approximately $290 million of loans.
We also took action to provide relief through the SBA’s Paycheck Protection Program (“PPP”), delivering approximately $4.8 billion of loans to small and medium-sized business clients with an average loan size of approximately $98,000. Approximately 84% of the loans were under $100,000, and 93% of the loans were to businesses with fewer than 25 employees supporting over 540,000 jobs. As of December 31, 2020, approximately $565 million of those loans have been forgiven by the SBA. We are building on this success to deliver more relief
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for our clients through the expansion of the PPP program under the Consolidated Appropriations Act, 2021 passed at the end of 2020.
For our colleagues, our commitment to their wellness, including physical, financial, and mental wellness, has continued to be a central focus during the COVID-19 crisis. In addition to ensuring that colleagues had the necessary tools and resources to continue to serve our customers safely, we shifted approximately 10,000 of our colleagues to a work from home environment and implemented several programs to support their wellness and their ability to maintain work-life balance. Some of the actions taken to support colleagues include providing additional paid time off for all colleagues, providing premium pay to colleagues serving customers in the branch or office, making changes for production-based incentive plans to address lower production, providing mental health and parental resources, and enhancing recognition awards. We have successfully deployed colleagues into new roles across the organization to meet pandemic-driven demands and we are committed to attracting and developing high caliber talent to further strengthen our team and position us well for our multi-year transformation efforts.

For our communities, we are focused on promoting social equity and advancing economic opportunity in underserved communities. In 2020, we launched a $5 million initiative in support of minority-owned small business, and followed that up with a $10 million commitment for grants and charitable support for immediate and longer-term initiatives aimed at supporting minority-owned small businesses, increasing awareness of racial disparities, and supporting underserved communities through technology, education and digital literacy initiatives. We also committed to provide more than $500 million in incremental financing and capital for small businesses, housing, and other development in predominately minority communities. In addition, our colleagues achieved meaningful volunteer hour contributions supporting community-based organizations in spite of the current COVID-19 environment.
Our TOP 6 Program is on target despite the pandemic and has been expanded with significant new efficiency-focused initiatives, such as the digitization of customer interactions and operations, as well as other initiatives for a post-COVID-19 environment. These digitization efforts include increasing adoption of digital applications, data analytics, artificial intelligence and machine learning, cloud software, Citizens Access® enhancements and more remote services that compound and expand the customer experience and position us well for future top-line growth.
We will continue to serve our stakeholders through this crisis and beyond, backed by our strong financial position that enables us to deliver in meaningful ways.
Competition
The financial services industry is highly competitive. Our branch footprint is in the New England, Mid-Atlantic and Midwest regions, though certain lines of business serve national markets. Within these markets we face competition from community banks, super-regional and national financial institutions, credit unions, savings and loan associations, mortgage banking firms, consumer finance companies, securities brokerage firms, insurance companies, money market funds, hedge funds and private equity firms. Some of our larger competitors may make available to their customers a broader array of products, pricing and structure alternatives while some smaller competitors may have more liberal lending policies and processes. Competition among providers of financial products and services continues to increase, with consumers having the opportunity to select from a growing variety of traditional and nontraditional alternatives. The ability of non-banking financial institutions, including FinTech companies, to provide services previously limited to commercial banks has also intensified competition.
In Consumer Banking, the industry has become increasingly dependent on and oriented toward technology-driven delivery systems, permitting transactions to be conducted through telephone, online and mobile channels. In addition, technology has lowered barriers to entry and made it possible for non-bank institutions to attract funds and provide lending and other financial products and services. The emergence of digital-only banking models has increased and we expect this trend to continue. Given their lower cost structure, these models are often, on average, able to offer higher rates on deposit products than retail banking institutions with a traditional branch footprint. The primary factors driving competition for loans and deposits are interest rates, fees charged, tailored value propositions to different customer segments, customer service levels, convenience, including branch locations and hours of operation, and the range of products and services offered.
In Commercial Banking, there is intense competition for quality loan originations from traditional banking institutions, particularly large regional banks, as well as commercial finance companies, leasing companies and other non-bank lenders, and institutional investors including CLOcollateralized loan obligation managers, hedge funds and private equity firms. Some larger competitors, including certain national banks that compete in our market area, may offer a broader array of products and due to their asset size, may sometimes be in a position to hold
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more exposure on their own balance sheet. We compete on a number of factors including providing innovative corporate finance solutions, quality of customer service and execution, range of products offered, price and reputation.
Human Capital Management
Our ultimate goal is to create an environment where colleagues feel valued and would like to build their careers, thereby contributing to the creation of long-term stockholder value. Our journey over the past few years has been one of accelerated progress and change, in step with rapidly evolving market and talent expectations. We have been on the path to digitization, transforming how we work, and establishing a different mix of necessary capabilities for the future, while at the same time facilitating continued evolution of our culture.

Health, Safety and Wellness

Colleague wellness has always been central to our consciousness and strategy and it was a priority when we were designing our Johnston, RI campus, which opened in 2018 and includes onsite fitness and wellness centers, as well as walking paths and various sports and recreation facilities. Our commitment to colleagues’ wellness, including physical, financial, and mental wellness, has continued to be a central focus during the COVID-19 pandemic and associated lockdowns. In addition to ensuring that our colleagues had the necessary tools and resources to continue to serve our customers safely, we shifted approximately 10,000 of our colleagues to a work from home environment and implemented several programs to support their wellness and their ability to maintain work-life balance. These programs included additional paid time off to address personal circumstances and for COVID-19 quarantine and recovery, mental health and parental resources, as well as committing to no increases in colleagues’ medical premiums for the 2021 year. With regard to financial support, during the onset of the crisis we provided premium pay and an increased overtime rate for colleagues continuing to serve customers in the branches and office, and also made changes to our production-based pay plans to take into consideration decreased production.

Diversity, Equity and Inclusion

We are committed to building deep partnerships among our customers, colleagues, and communities and fostering a culture where all stakeholders feel respected, valued, and heard, and have a sense of belonging. A core tenet of our business strategy is growth and innovation and a hallmark of that strategy is to focus on the diversity of our colleagues, customers, and communities and the inclusivity of our culture. To that end, we have been on a multi-year journey to enhance awareness and improve capabilities and opportunities within the organization and in our communities, which has accelerated since we became an independent publicly-traded company in 2015.

As part of that journey, we have conducted a third-party audit to de-bias our people practices, have put into place several recruiting and development initiatives, and provide unconscious bias training. We acknowledge that there is an opportunity to further increase the representation of women and people of color at all levels of our organization, in particular in senior roles. Information regarding colleague demographics can be found on our website. To enable further progress, we have implemented partnerships with community organizations to help identify qualified diverse candidates and have expanded our diverse hire commitment, through which we interview a slate of at least 50% diverse candidates for senior openings. In addition, our development programs are designed to build a strong pipeline of diverse emerging talent internally. A key catalyst for change within our organization is our six business resource groups (“BRGs”), Citizens WIN (Women’s Impact Network), Citizens Elev8 (rising professionals), Prism (multi-cultural), Citizens Pride (LGBTQ), Citizens Veterans and Citizens Awake (disability awareness), each of which is sponsored by senior leaders. BRG members serve as cultural ambassadors within the business to help formulate and influence our diversity, equity, and inclusion strategy and to identify and solve related issues.

We are also committed to ensuring that equal pay is received for equal work throughout our organization and we engage an independent third-party expert to regularly conduct a pay equity analysis that accounts for factors that appropriately explain differences in pay such as performance, time in role, and experience. Additional information about this analysis can be found on our website.

Colleague Growth and Development

The world in which our business operates is changing rapidly in nearly every dimension, and the skills required of our colleagues to meet the evolving needs of customers are changing at an accelerated pace. Our
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human capital strategy focuses on creating a work environment where every colleague is always growing, thriving, performing, and future-ready.

We are in the midst of executing on a large-scale transformation agenda, including a path to end-to-end digitization and transforming how we work. We are working to ensure that our colleagues are reframing their mindsets, behaviors, and capabilities for the future. We invest significant resources in colleague development and offer various programs aimed at equipping colleagues with the skills necessary to not only excel in their current roles, but to build competencies that will enable them to be highly valuable contributors now and in the future and ensure they are in step with changes in the market. Our programs build relevant critical skills such as leadership, agile, digital, innovation, data and analytics, and coaching and advising in order to effectively strengthen the necessary workforce capabilities for our organization. To enable development of these skills, we have implemented resources, experiences, and technologies to facilitate quick consumption of new bodies of knowledge and skills. One example of this is learning academies which are enabled by our new learning experience platform to offer a collection of specifically curated learning experiences and content for a particular area of expertise, such as engineering. We have also reframed our performance management process in order to further enable colleague success with ongoing check-ins and feedback as another step toward colleagues being able to contribute at their highest potential.

Engagement and Communication

We use McKinsey & Company’s Organizational Health Index (“OHI”) survey to understand colleagues’ viewpoints about the Company on a wide range of factors to inform decisions regarding initiatives that will drive sustained top-tier performance and growth. In 2020, our OHI overall score reached the top quartile, reflecting a 15-point improvement since 2014. Our success depends on employees understanding how their work contributes to our overall strategy and we use a variety of platforms and forums to facilitate open and direct communication. These include communications from our CEO and management team through live stream forums, “Let’s Connect” sessions hosted by members of the management team, and engagement through our BRGs.

Employees

The table below presents our part-time and full-time equivalent employees by region as of December 31, 2020. None of our employees are parties to a collective bargaining agreement. We consider our relationship with our employees to be good and have not experienced interruptions of operations due to labor disagreements.
RegionPart-Time Equivalent EmployeesFull-Time Equivalent EmployeesTotal
New England679,0479,114 
Mid-Atlantic565,2065,262 
Midwest521,5461,598 
Other21,6081,610 
Total17717,40717,584 
Consumer Banking personnel make up a workforce of approximately 4,800 branch colleagues across approximately 1,000 branches, and include approximately 1,420 specialists covering lending, savings and investment needs as well as a broad range of small business products and services.
Beginning June 30, 2020, we allowed colleagues to return to our offices in 10 states and portions of three others. Approximately 6,500 non-branch colleagues are normally assigned to offices in these states, and approximately 10% of these are considered essential and work consistently in the office. Return to office for our other colleagues is voluntary at this time.
Regulation and Supervision
Our operations are subject to extensive regulation, supervision and examination under federal and state laws and regulations. These laws and regulations cover all aspects of our business, including lending practices, deposit insurance, customer privacy and cybersecurity, capital adequacy and planning, liquidity, safety and soundness, consumer protection and disclosure, permissible activities and investments, and certain transactions with affiliates. These laws and regulations are intended primarily for the protection of depositors, the Deposit Insurance Fund and the banking system as a whole and not for the protection of shareholders or other investors. The discussion below outlines the material elements of selected laws and regulations applicable to us and our subsidiaries. Changes in applicable law or regulation, and in their interpretation and application by regulatory agencies and other governmental authorities, cannot be predicted, but may have a material effect on our
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business, financial condition or results of operations.

We and our subsidiaries are subject to examinations by federal and state banking regulators, as well as the SEC, FINRA and various state insurance and securities regulators. In some cases, regulatory agencies may take supervisory actions that may not be publicly disclosed, and such actions may restrict or limit our activities or activities of our subsidiaries. As part of our regular examination process, regulators may advise us to operate under various restrictions as a prudential matter. We have periodically received requests for information from regulatory authorities at the federal and state level, including from banking, securities and insurance regulators, state attorneys general, federal agencies or law enforcement authorities, and other regulatory authorities, concerning our business practices. Such requests are considered incidental to the normal conduct of business. For a further discussion of how regulatory actions may impact our business, see Item 1A “Risk Factors.” For additional information regarding regulatory and supervisory matters, see Note 24 in Item 8.

Overview
Overview
We are a bank holding company under the Bank Holding Company Act. We have elected to be treated as a financial holding company under amendments to the Bank Holding Company Act as effected by GLBA. As such, we are subject to the supervision, examination and reporting requirements of the Bank Holding Company Act and the regulations of the FRB, including through the Federal Reserve Bank of Boston. Under the system of “functional regulation” established under the Bank Holding Company Act, the FRB serves as the primary regulator of our

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consolidated organization, and the SEC serves as the primary regulator of our broker-dealer and investment advisory subsidiaries and directly regulates the activities of those subsidiaries, with the FRB exercising a supervisory role.
The federal banking regulators have authority to approve or disapprove mergers, acquisitions, consolidations, the establishment of branches and similar corporate actions. These banking regulators also have the power to prevent the continuance or development of unsafe or unsound banking practices or other violations of law. Federal law governs the activities in which CBNA engages, including the investments it makes and the aggregate amount of available credit that it may grant to one borrower. Various consumer and compliance laws and regulations also affect its operations. The actions the FRB takes to implement monetary policy also affect CBNA.

In addition, CBNA is subject to regulation, supervision and examination by the CFPB with respect to consumer protection laws and regulations. The CFPB has broad authority to regulate the offering and provision of consumer financial products by depository institutions, such as CBNA, with more than $10 billion in total assets. The CFPB may promulgate rules under a variety of consumer financial protection statutes, including the Truth in Lending Act, the Electronic Funds Transfer Act and the Real Estate Settlement Procedures Act.

Tailoring of Prudential Requirements

In October 2019, the FRB and the other federal banking regulators finalized rules that tailor the application of the enhanced prudential standards to bank holding companies and depository institutions to implement the Economic Growth, Regulatory Relief, and Consumer Protection Act of 2018 (“EGRRCPA”) amendments to the Dodd-Frank Act (“Tailoring Rules”). The Tailoring Rules assign each U.S. bank holding company with $100 billion or more in total consolidated assets, as well as its bank subsidiaries, to one of four categories based on its size and five other risk-based indicators:
i.cross-jurisdictional activity,
ii.weighted short-term wholesale funding (“wSTWF”),
iii.non-bank assets,
iv.off-balance sheet exposure, and
v.status as a U.S. globally systematicallyglobal systemically important bank.
Under the Tailoring Rules, we are subject to “Category IV standards,” which apply to banking organizations with at least $100 billion in total consolidated assets that do not meet any of the thresholds specified for Categories I through III. Accordingly, Category IV firms, such as us,

i.are no longer subject to any LCR requirement (or in certain cases, are subject to reduced requirements),
i.are no longer subject to any LCR requirement (or in certain cases, are subject to reduced requirements),Citizens Financial Group, Inc. | 12


ii.remain not subject to advanced approaches capital requirements,
iii.remain eligible to opt-out of the requirement to recognize most elements of Accumulated Other Comprehensive Income in regulatory capital,
iii.remain eligible to opt-out of the requirement to recognize most elements of Accumulated Other Comprehensive Income in regulatory capital,
iv.remain not subject to the supplementary leverage ratio,
v.remain not subject to the countercyclical capital buffer,
vi.are no longer subject to company-run stress testing requirements,
vii.became subject to supervisory stress testing on a biennial instead of annual basis,
viii.remain subject to requirements to develop and maintain a capital plan on an annual basis, and
ix.remain subject to certain liquidity risk management and risk committee requirements.
We discuss other elements of the Tailoring Rules where relevant below. The liquidity requirements are described below under “—Liquidity Requirements,” and their stress testing requirements are described below under “—Capital Planning and Stress Testing Requirements.” In addition, the resolution planning requirements implemented by the FRB and FDIC are described below under “—Resolution Planning.”
Many of the provisions of the EGRRCPA and other laws are subject to further rulemaking, guidance and interpretation by the applicable federal regulators. The ultimate effects of EGRRCPA and the Tailoring Rules on us and our activities will be subject to any additional rule making issued by the FRB and other federal regulators. We will continue to evaluate the impact of any changes in law and any new regulations promulgated, including changes

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in regulatory costs and fees, modifications to consumer products or disclosures required by the CFPB and the requirements of the enhanced supervision provisions, among others.
Financial Holding Company Regulation
The Bank Holding Company Act generally restricts bank holding companies from engaging in business activities other than banking, managing or controlling banks, furnishing services to or performing services for subsidiaries and activities that the FRB has determined to be closely related to banking. For so long as they continue to meet the eligibility requirements for financial holding company status, financial holding companies may engage in a broader range of activities, including securities underwriting and dealing, insurance underwriting and brokerage, merchant banking and other activities that are determined by the FRB, in coordination with the Treasury Department, to be “financial in nature or incidental thereto” or that the FRB determines unilaterally to be “complementary” to financial activities. In addition, a financial holding company may conduct permissible new financial activities or acquire permissible non-bank financial companies with after-the-fact notice to the FRB.
As noted above, we currently have elected to be treated as a financial holding company under amendments to the Bank Holding Company Act as effected by GLBA. To maintain financial holding company status, a financial holding company and all of its insured depository institution subsidiaries must remain well capitalized“well capitalized” and well managed (as“well managed”, as described below under “Federal Deposit Insurance Act”), and maintain a CRA rating of at least “Satisfactory” (see “Community Reinvestment Act Requirements”Act” below). If a financial holding company ceases to meet the capital and management requirements, the FRB’s regulations provide that the financial holding company must enter into an agreement with the FRB to comply with all applicable capital and management requirements. Until the financial holding company returns to compliance, the FRB may impose limitations or conditions on the conduct of its activities, and the company may not commence any of the broader financial activities permissible for financial holding companies or acquire a company engaged in such financial activities without prior approval of the FRB. In addition, the failure to meet such requirements could result in other material restrictions on the activities of the financial holding company, may also adversely affect the financial holding company’s ability to enter into certain transactions, including acquisition transactions, or obtain necessary approvals in connection therewith, and may result in the bank holding company losing financial holding company status. Any restrictions imposed on our activities by the FRB may not necessarily be made known to the public. If the company does not return to compliance within 180 days, which period may be extended, the FRB may require the financial holding company to divest its subsidiary depository institutions or to discontinue or divest investments in companies engaged in activities permissible only for a bank holding company electing to be treated as a financial holding company. If any insured depository institution subsidiary of a financial holding company fails to maintain a CRA rating of at least “Satisfactory,” the financial holding company would be subject to restrictions on certain new activities and acquisitions. Bank holding companies and banks must also be both well capitalized and well managed in order to acquire banks located outside their home state.
Capital
The U.S. Basel III rules apply to us. These rules establish risk-based and leverage capital requirements. The risk-based requirements are based on a banking organization’s risk-weighted assets, also known as RWA, which reflect the organization’s on- and off-balance sheet exposures, subject to risk weights. The leverage requirements are based on a banking organization’s average consolidated on-balance sheet assets. For more detail on our regulatory capital, see the “Capital and Regulatory Matters” section of Item 7.
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We calculate RWA using the standardized approach and have made the one-time election to opt-out of AOCI. As a result, we are not required to recognize in regulatory capital the impacts of net unrealized gains and losses included within AOCI for debt securities that are available for sale or held to maturity, accumulated net gains and losses on cash flow hedges and certain defined benefit pension plan assets.
On January 1, 2020, we adopted the CECL accounting standard. In reaction to the COVID-19 pandemic and associated lockdowns, on September 30, 2020 the FRB and the other federal banking regulators adopted a final rule relative to regulatory capital treatment of ACL under CECL. This rule allowed electing banking organizations to delay the estimated impact of CECL on regulatory capital for a two-year period ending January 1, 2022, followed by a three-year transition period ending January 1, 2025 to phase-in the aggregate amount of the capital benefit provided during the initial two-year delay.
Under the U.S. Basel III rules, the minimum capital ratios are:
4.5% CET1 capital to risk-weighted assets;
6.0% tier 1 capital (that is, CET1 capital plus additional tier 1 capital) to risk-weighted assets;
8.0% total capital (that is, tier 1 capital plus tier 2 capital) to risk-weighted assets; and

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4.0% tier 1 capital to total average consolidated assets as defined under U.S. Basel III Standardized approach (known as the “leverage ratio”).

The U.S. Basel III rules also impose aEffective October 1, 2020, the FRB finalized our stress capital buffer (“SCB”) of 3.4% which replaced the capital conservation buffer (“CCB”) of 2.5%. Our SCB of 3.4% is based on the results of the 2020 Dodd-Frank Act Stress Test (“DFAST”) in connection with the related CCAR and is imposed on top of each of the three minimum risk-weighted asset ratios listed above. For Category IV firms, like us, the FRB has stated that the SCB will be re-calibrated with each biennial supervisory stress test and updated annually to reflect our planned common stock dividends and common share buybacks. Banking institutions that fail to meet the effective minimum ratios with the CCBSCB taken into account will be subject to constraints on capital distributions, including dividends and share repurchases, and certain discretionary executive compensation. The severity of the constraints depends on the amount of the shortfall and the institution’s “eligible retained income”, defined as the greater of four quarter trailing net income, net of distributions and tax effects not reflected in net income, or the average four quarter trailing net income. On September 30, 2020, the FRB issued a proposed rule to make conforming changes to its Capital Plan Rule, stress capital buffer requirements, and capital planning requirements to be consistent with the Tailoring Rules framework. Under the proposal, Category IV firms, like us, would have the ability to elect to participate in the supervisory stress test and receive an updated SCB requirement in a year in which they are not subject to the supervisory stress test. For more details, see “—Capital Planning and Stress Testing Requirements” below and the “Capital and Regulatory Matters” section of Item 7.
In April 2018, the FRB issued a proposal designed to create a single, integrated capital requirement by combining the quantitative assessment of firms’ capital plans with the CCB requirement. Details of this proposal are discussed under “—Capital Planning and Stress Testing Requirements” below. Although the proposal, if adopted, would change the way in which the minimum capital ratios are calculated, firms would continue to be subject to progressively more stringent constraints on capital actions as they approach the minimum ratios.
We are also subject to the FRB's risk-based capital requirements for market risk. See the “Market Risk” section of Item 7.
In July 2019, the FRB and the other federal banking regulators issued a final rule to simplify regulatory capital treatment for MSRs, certain DTAs and significant investments in the capital of unconsolidated financial institutions, pursuant to EGRRCPA. Effective for us on April 1, 2020, the final rule will change the individual CET1 deduction threshold for these assets from 10% to 25%, eliminate the aggregate deduction threshold for these assets of 15%, assign a 250% risk weight for any MSRs or DTAs not deducted from CET1 capital, and assign an exposure category risk weight for investments in the capital of unconsolidated financial institutions not deducted from CET1 capital.
Liquidity Requirements
The Federal banking regulators have adopted the Basel III-based U.S. LCR rule, which is a quantitative liquidity metric designed to ensure that a covered bank or bank holding company maintains an adequate level of unencumbered high-quality liquid assets to cover expected net cash outflows over a 30-day time horizon under an acute liquidity stress scenario. As noted above, under the Tailoring Rules, Category IV firms with less than $50 billion in wSTWF, including us, are no longer subject to any LCR requirement.
The Basel III framework also includes a second liquidity standard, the NSFR, which is designed to promote more medium- and long-term funding of the assets and activities of banks over a one-year time horizon. In May 2016,On October 20, 2020, the federal banking regulators issued a proposedfinal rule that wouldto implement the NSFR for large U.S. banking organizations. Under the 2016 proposal, bank holding companiesfinal rule, Category IV firms with less than $50 billion or more in total consolidated assets but that are not advanced approaches bank holding companies,weighted short-term wholesale funding, including us, would have beenwill not be subject to a modified, less stringentthe NSFR requirement. Although the NSFR has not been finalized, it is expected that the framework for applying any finalized NSFR will be consistent with the approach for the LCR requirement under the Tailoring Rules.
Finally, per the liquidity rules included in the FRB’s enhanced prudential standards adopted pursuant to Section 165 of the Dodd-Frank Act (referred to above under “—Tailoring of Prudential Requirements”), we are also required to maintain a buffer of highly liquid assets based on projected funding needs for 30 days. Under the Tailoring Rules, the liquidity buffer requirements continue to apply to Category IV firms, such as us, and remain subject to liquidity risk management requirements. However, these requirements are now tailored such that we required to:
i.calculate collateral positions monthly, as opposed to weekly;
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ii.establish a more limited set of liquidity risk limits than was previously required; and
iii.monitor fewer elements of intraday liquidity risk exposures than were previously monitored.
We are also now subject to liquidity stress testing quarterly, rather than monthly, and are required to report liquidity data on a monthly basis.
 Capital Planning and Stress Testing Requirements
Under the final Tailoring Rules, implementing the EGRRCPA, Category IV firms, with $100 billionsuch as us, are subject to $250 billion in total assets, including us,biennial supervisory stress testing and are exempt from company-run stress testing and related disclosure requirements. Category IV firms are also no longer required to conduct and publicly disclose results of the company-run stress tests and are subjectsubmit resolution plans. The FRB continues to supervisory stress testing on a two-year rather than an annual basis.supervise Category IV firms continue to beon an ongoing basis, including evaluation of the capital adequacy and capital planning processes during off-cycle years. We remain subject to the requirement to develop, maintain and submit an annual capital plan that must be reviewedfor review and approved

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approval by the firm’s Boardour board of Directors (ordirectors, or one of its committees) at least annually,committees, as well as FR Y-14 reporting requirements. In connection
On September 30, 2020, the FRB issued a proposed rule to make conforming changes to its Capital Plan Rule, stress capital buffer requirements, and capital planning requirements to be consistent with the final Tailoring Rules framework. Under the FRB noted that it intends to propose changes to the capital plan rule, including providing firms subject toproposal, Category IV standards additional flexibilityfirms, like us, would have the ability to develop their annual plans.
In February 2019, the FRB provided relief to a number of BHCs with assets between $100 billion and $250 billion in assets, including us, from certain regulatory requirements related to supervisory stress testing and company-run stress testing, and related disclosure requirements for the 2019 stress test cycle. As a result, we were not requiredelect to participate in the supervisory stress test or CCAR, conduct company-run stress tests, or submitand receive an updated SCB requirement in a capital planyear in which they are not subject to the FRB for 2019. As required, we submitted our planned capital actions forsupervisory stress test. For purposes of calculating the period beginning July 1, 2019 and ending June 30, 2020SCB in 2021, the proposed rule would require us to the FRB. Consistent withnotify the FRB authorization,of our planned capital actions forintention to participate in the four quarters ending June 30, 2020 are largely based on the results for our 20182021 supervisory stress test adjusted forby April 5, 2021.
Regulations relating to capital planning, regulatory reporting, and stress capital buffer requirements applicable to firms like us are presently subject to rule making and potential further guidance and interpretation by the applicable federal regulators. We will continue to evaluate the impact of these and any other prudential regulatory changes, including their potential resultant changes in our regulatory capital ratios since the FRB actedand compliance costs and expenses.
For more detail on our 2018 capital plan. We are required to submit a capital plan to the FRB on or before April 5, 2020.
As noted above, the FRB’s April 2018 proposal to create a single, integrated capital requirement by combining the quantitative assessment of CCAR with the CCB requirement would, if adopted, replace the current static 2.5% CCB with a firm-specific stress capital buffer (“SCB”) requirement. The SCB, subject to a minimum of 2.5%, would reflect stressed losses in the supervisory severely adverse scenario of the FRB’s supervisory stress testsplanning and would also include four quarters of planned common stock dividends. The proposal would also introduce a stress leverage buffer (“SLB”) requirement, similar to the SCB, which would apply to the Tier 1 leverage ratio. In addition, the proposal would eliminate the quantitative objection provisions of CCAR but would require a bank holding company to reduce its planned capital distributions if those distributions would not be consistent with the applicable capital buffer constraints based on the bank holding company’s own baseline scenario projections. The FRB is reconsidering several aspects of the SCB proposal, including the four-quarter dividend add-on, the SLB requirement, year-to-year volatility and alignment with the two-year supervisory stress testing cycle for Category IV bank holding companies. As is currentlyrequirements see the case, under the proposal, a bank holding company subject to CCAR would generally not be permitted to exceed the capital distributions reflected in its capital plan either on a gross basis or net“Capital and Regulatory Matters” section of capital issuances without prior approval of the FRB.Item 7.
Resolution Planning
Under Section 165 of the Dodd-Frank Act, as amended by EGRRCPA, certain bank holding companies must submit a periodic resolution plan to the FRB and FDIC providing for the company’s strategy for rapid and orderly resolution in the event of its material financial distress or failure. We submitted our most recent resolution plan to the FRB and FDIC in December 2016. However, in October 2019, in connection with the release of the Tailoring Rules, the FRB and FDIC issued final rules which adjusted the scope and applicability of the agencies’ resolution planning requirements. Under these new rules, Category IV bank holding companies, such as us, are no longer required to submit resolution plans.
The FDIC has separately implemented a resolution planning rule that currently requires insured depository institutions of $50 billion or more in total assets, such as CBNA, to periodically submit a resolution plan. In April 2019, the FDIC released an advance notice of proposed rulemaking regarding potential changes to its resolution planning requirements for insured depository institutions, such as CBNA, and the next round of insured depository institution resolution plan submissions will not be required until the rulemaking process is complete. CBNA submitted its most recent resolution plan to the FDIC in July 2018.
Standards for Safety and Soundness
The FDIA requires the FRB, OCC and FDIC to prescribe operational and managerial standards for all insured depository institutions, including CBNA. The agencies have adopted regulations and interagency guidelines that set forth the safety and soundness standards used to identify and address problems at insured depository institutions before capital becomes impaired. If an agency determines that a bank fails to satisfy any standard, it may require the bank to submit an acceptable plan to achieve compliance, consistent with deadlines for the submission and review of such safety and soundness compliance plans. If, after being notified to submit a compliance plan, an institution fails to submit an acceptable compliance plan or fails in any material respect to implement an acceptable compliance plan, the agency must issue an order directing action to correct the deficiency and may issue an order directing other actions of the types to which an undercapitalized institution is subject under the FDIA. See “Federal Deposit Insurance Act” below. If an institution fails to comply with such an order, the agency may seek to enforce such order in judicial proceedings and to impose civil money penalties.

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Federal Deposit Insurance Act
The FDIA requires, among other things, that the federal banking regulators take “prompt corrective action” with respect to depository institutions that do not meet minimum capital requirements, as described above in “Capital.” The FDIA sets forth the following five capital categories: “well-capitalized,” “adequately capitalized,” “undercapitalized,” “significantly undercapitalized” and “critically undercapitalized.” A depository institution’s capital category depends upon how its capital levels compare with various relevant capital measures and certain other factors that are established by regulation. The federal banking regulators must take certain mandatory supervisory actions, and are authorized to take other discretionary actions, with respect to institutions that are undercapitalized, significantly undercapitalized or critically undercapitalized, with the actions becoming more restrictive and punitive the lower the institution’s capital category. Under existing rules, an institution that is not an advanced approaches institution is deemed to be “well capitalized” if it has a CET1 ratio of at least 6.5%, a tier 1 capital ratio of at least 8%, a total capital ratio of at least 10%, and a tier 1 leverage ratio of at least 5%.
The FDIA’s prompt corrective action provisions only apply to depository institutions and not to bank holding companies. The FRB’s regulations applicable to bank holding companies separately define “well capitalized” for bank holding companies to require maintaining a tier 1 capital ratio of at least 6% and a total capital ratio of at least 10%. As described above under “—Financial Holding Company Regulation”, a financial holding company that is not well-capitalized and well-managed (or whose bank subsidiaries are not well
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capitalized and well managed) under applicable prompt corrective action standards may be restricted in certain of its activities and ultimately may lose financial holding company status. As of December 31, 2019,2020, the Parent Company and CBNA were well-capitalized.
The FDIA prohibits insured banks from accepting brokered deposits or offering interest rates on any deposits significantly higher than the prevailing rate in the bank’s normal market area or nationally, (dependingdepending upon where the deposits are solicited),solicited, unless it is “well-capitalized,” or it is “adequately capitalized” and receives a waiver from the FDIC. A bank that is “adequately capitalized” and that accepts brokered deposits under a waiver from the FDIC may not pay an interest rate on any deposit in excess of 75 basis points over certain prevailing market rates. The FDIA imposes no such restrictions on a bank that is “well-capitalized.”
Deposit Insurance
The FDIA requires CBNA to pay deposit insurance assessments. FDIC assessment rates for large institutions are calculated based on one of two scorecards. One for most large institutions that have more than $10 billion in assets and another for “highly complex” institutions that have over $50 billion in assets and are fully owned by a parent with over $500 billion in assets. Each scorecard has a performance score and a loss-severity score that are combined to produce a total score, which is translated into an initial assessment rate. In calculating these scores, the FDIC utilizes the CAMELS ratings and forward-looking financial measures to assess an institution’s ability to withstand asset-related stress and funding-related stress. The FDIC has the ability to make discretionary adjustments to the total score, based upon significant risk factors that are not adequately captured in the scorecard. The total score is then translated to an initial base assessment rate on a non-linear, sharply-increasing scale.
The deposit insurance assessment is calculated based on average consolidated total assets less average tangible equity of the insured depository institution during the assessment period. Deposit insurance assessments are also affected by the minimum reserve ratio with respect to the Deposit Insurance Fund (“DIF”). The FDIA established a minimum reserve ratio of the DIF of 1.15% prior to September 2020 and 1.35% thereafter. As of September 30, 2019,2020, the reserve ratio of the DIF reached 1.41%was 1.30%. On September 15, 2020, the FDIC’s Board of Directors voted to adopt a restoration plan to restore the DIF reserve ratio to at least 1.35% within 8 years, as required by the FDIA.
Dividends
Various federal statutory provisions and regulations, as well as regulatory expectations, limit the amount of dividends that we and our subsidiaries may pay.
Our payment of dividends to our stockholders is subject to the oversight of the FRB. In particular, the FRB reviews the dividend policies and share repurchases of a large bank holding company based on capital plans submitted as part of the CCAR process and on the results of stress tests, as discussed above. In addition to other limitations, our ability to make any capital distributions, (includingincluding dividends and share repurchases)repurchases, is contingent on the FRB’s non-objection to such planned distributions included in our submitted capital plan or the FRB’s authorization to make distributions if we are exempt from the requirement to submit a capital plan. See “—Capital” and “—Capital Planning and Stress Testing Requirements” above.
Dividends payable by CBNA, as a national bank subsidiary, are limited to the lesser of the amount calculated under a “recent earnings” test and an “undivided profits” test. Under the recent earnings test, a dividend may not be paid if the total of all dividends declared by a bank in any calendar year is in excess of the current year’s net

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income combined with the retained net income of the two preceding years, less any required transfers to surplus, unless the national bank obtains the approval of the OCC. Under the undivided profits test, a dividend may not be paid in excess of the entity’s “undivided profits” (generally, accumulated net profits that have not been paid out as dividends or transferred to surplus). Federal bank regulatory agencies have issued policy statements that provide that FDIC-insured depository institutions and their holding companies should generally pay dividends only out of their current operating earnings.
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Support of Subsidiary Bank
Under Section 616 of the Dodd-Frank Act, which codifies the FRB’s long-standing “source of strength” doctrine, the Parent Company must serve as a source of financial and managerial strength for our depository institution subsidiary. The statute defines “source of financial strength” as the ability to provide financial assistance in the event of the financial distress at the insured depository institution. The FRB may require that the Parent Company provide such support at times even when the Parent Company may not have the financial resources to do so, or when doing so may not serve our interests or those of our shareholders or creditors. In addition, any capital loans by a bank holding company to its subsidiary bank are subordinate in right of payment to deposits and to certain other indebtedness of such subsidiary bank. In the event of a bank holding company’s bankruptcy, any commitment by the bank holding company to a federal bank regulatory agency to maintain the capital of a subsidiary bank will be assumed by the bankruptcy trustee and entitled to a priority of payment.
Transactions with Affiliates and Insiders
Sections 23A and 23B of the Federal Reserve Act and related FRB rules, including Regulation W, restrict CBNA from extending credit to, or engaging in certain other transactions with, the Parent Company and its non-bank subsidiaries. These restrictions place limits on certain specified “covered transactions” between bank subsidiaries and their affiliates, which must be limited to 10% of a bank’s capital and surplus for any one affiliate and 20% for all affiliates. Furthermore, within the foregoing limitations as to amount, certain covered transactions must meet specified collateral requirements ranging from 100% to 130%. Covered transactions are defined to include, among other things, a loan or extension of credit, as well as a purchase of securities issued by an affiliate, a purchase of assets (unless otherwise exempted by the FRB) from the affiliate, the acceptance of securities issued by the affiliate as collateral for a loan, derivatives transactions and securities lending transactions where the bank has credit exposure to an affiliate, and the issuance of a guarantee, acceptance or letter of credit on behalf of an affiliate. All covered transactions, including certain additional transactions (such as transactions with a third party in which an affiliate has a financial interest), must be conducted on market terms. The FRB enforces these restrictions and we are audited for compliance.
Section 23B prohibits an institution from engaging in certain transactions with affiliates unless the transactions are on terms substantially the same, or at least as favorable to the bank, as those prevailing at the time for comparable transactions with non-affiliated companies. Transactions between a bank and any of its subsidiaries that are engaged in certain financial activities may be subject to the affiliated transaction limits. The FRB also may designate banking subsidiaries as affiliates.
Pursuant to FRB Regulation O, we are also subject to quantitative restrictions on extensions of credit to executive officers, directors, principal stockholders and their related interests. In general, such extensions of credit may not exceed certain dollar limitations, must be made on substantially the same terms, including interest rates and collateral, as those prevailing at the time for comparable transactions with third parties and must not involve more than the normal risk of repayment or present other unfavorable features. Certain extensions of credit also require the approval of our Board.

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Volcker Rule
The Dodd-Frank Act prohibits banks and their affiliates from engaging in proprietary trading and investing in, sponsoring and having certain relationships with private funds such as certain hedge funds or private equity funds that would be an investment company for purposes of the Investment Company Act of 1940 but for the exclusions in sections 3(c)(1) or 3(c)(7) of that act, both subject to certain limited exceptions.funds. The statutory provision is commonly called the “Volcker Rule.” The regulations implementing the Volcker Rule, jointly issued byIn October 2019, the FRB, OCC, FDIC, the SEC and the Commodity Futures Trading Commission (“CFTC”CFTC (collectively, the “Volcker Agencies”), require finalized amendments to their regulations to tailor the Volcker Rule’s compliance requirements to the amount of a firm’s trading activity, revise the definition of trading account, clarify certain key provisions in the Volcker Rule, and modify the information companies are required to provide the Volcker Agencies. Under those amendments, we expect that large bank holding companies designwe would be regarded as having “moderate” trading assets and implementliabilities, and therefore subject to a requirement to have a simplified compliance programsprogram that is appropriate for our activities, size, scope, and complexity. In June 2020, the Volcker Agencies finalized other regulations modifying the Volcker Rule’s prohibition on banking entities investing in or sponsoring hedge funds or private equity funds (referred to ensure adherenceunder the rule as covered funds). This final rule became effective October 1, 2020. We do not expect either of these regulatory amendments to the Volcker Rule’s prohibitions. Maintenance and monitoring of the required compliance program requires the expenditure of resources and management attention. In October 2019, the FRB, OCC, FDIC, CFTC and SEC issued final rules that tailor the application of the Volcker Rule basedto have a material impact on the size and scope of a banking entity’s trading activities and clarify and amend certain definitions, requirements and exemptions. These regulators have also stated their intention to engage in further rulemaking with respect to the implementing regulations relating to covered funds, including potential changes to the definition of “covered fund” and prohibitions on certain covered transactions.Citizens.

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Consumer Financial Protection Regulations
The retail activities of banks are subject to a variety of statutes and regulations designed to protect consumers and promote lending to various sectors of the economy and population. These laws include, but are not limited to, the Equal Credit Opportunity Act, the Fair Debt Collection Practices Act, the Fair Credit Reporting Act, the Truth in Lending Act, the Home Mortgage Disclosure Act, the Service Members Civil Relief Act, the Expedited Funds Availability Act, the Right to Financial Privacy Act, the Truth in Savings Act, the Electronic Funds Transfer Act, and their respective federal regulations and state law counterparts.
In addition to these federal laws and regulations, the guidance and interpretations of the various federal agencies charged with the responsibility of implementing such regulations also influences loan and deposit operations.
The CFPB has broad rulemaking, supervisory, examination and enforcement authority over various consumer financial protection laws, including the laws referenced above, fair lending laws and certain other statutes. The CFPB also has examination and primary enforcement authority with respect to depository institutions with $10 billion or more in assets, including the authority to prevent unfair, deceptive or abusive acts or practices in connection with the offering of consumer financial products.
The Dodd-Frank Act permits states to adopt stricter consumer protection laws and standards that are more stringent than those adopted at the federal level, and in certain circumstances allows state attorneys general to enforce compliance with both the state and federal laws and regulations. State regulation of financial products and potential enforcement actions could also adversely affect our business, financial condition or results of operations.
Protection of Customer Personal Information and Cybersecurity
The privacy provisions of GLBA generally prohibit financial institutions, including us, from disclosing nonpublic personal financial information of consumer customers to third parties for certain purposes (primarily marketing) unless customers have the opportunity to opt out of the disclosure. The Fair Credit Reporting Act restricts information sharing among affiliates for marketing purposes. Both the Fair Credit Reporting Act and Regulation V, issued by the FRB, govern the use and provision of information to consumer reporting agencies.
The federal banking regulators regularly issue guidance regarding cybersecurity intended to enhance cyber risk management standards among financial institutions. Financial institutions are expected to design multiple layers of security controls to establish lines of defense and to ensure that their risk management processes also address the risk posed by compromised customer credentials, including security measures to reliably authenticate customers’ accessing internet-based services of the financial institution. Further, a financial institution’s management is expected to maintain sufficient business continuity planning processes to ensure the rapid recovery, resumption and maintenance of the institution’s operations after a cyber-attack involving destructive malware. A financial institution is also expected to develop appropriate processes to enable recovery of data and business operations and address rebuilding network capabilities and restoring data if the institution or its critical service providers fall victim to this type of cyber-attack. If we fail to observe the regulatory guidance, we could be subject to various regulatory sanctions, including financial penalties. For a further discussion of risks related to cybersecurity, see Item 1A “Risk Factors.”
In October 2016, federal regulators jointly issued an advance notice of proposed rulemaking on enhanced cyber risk management standards that are intended to increase the operational resilience of large and interconnected entities under their supervision. Once established, the enhanced cyber risk management standards would help to

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reduce the potential impact of a cyber-attack or other cyber-related failure on the financial system. The advance notice of proposed rulemaking addresses five categories of cyber standards:
i.cyber risk governance;
ii.cyber risk management;
iii.internal dependency management;
iv.external dependency management; and
v.incident response, cyber resilience, and situational awareness.
We will continue to monitor any developments related to this proposed rulemaking.
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State regulators have also been increasingly active in implementing privacy and cybersecurity standards and regulations. Recently, several states have adopted laws and regulations requiring certain financial institutions to implement cybersecurity programs and providing detailed requirements with respect to these programs, including data encryption requirements. For example, the California Consumer Privacy Act, which became effective on January 1, 2020, gives new rights to California residents to require certain businesses to disclose or delete their personal information. In addition, many states have also recently implemented or modified their data breach notification and data privacy requirements. We expect this trend of state-level activity to continue, and are continually monitoring developments in the states in which we operate.
Community Reinvestment Act Requirements
The CRA requires banking regulators to evaluate the Parent Company and CBNA in meeting the credit needs of our local communities, including providing credit to individuals residing in low- and moderate- income neighborhoods. The CRA requires each appropriate federal bank regulatory agency, in connection with its examination of a depository institution, to assess such institution’s record in assessing and meeting the credit needs of the community served by that institution and assign ratings. The regulatory agency’s assessmentevaluation of the institution’s record isand ratings are made available to the public. These CRA performance evaluations are also considered by regulatory agencies in evaluating mergers, acquisitions and applications to open a branch or facility, and, in the case of a bank holding company that has elected financial holding company status, a CRA rating of at least “satisfactory” is required to commence certain new financial activities or to acquire a company engaged in such activities. CBNA received a rating of “outstanding” in our most recent CRA evaluation.
InOn May 20, 2020, the OCC announced its final rule designed to strengthen and modernize its regulations under the CRA, which followed a December 2019 the OCC and FDIC issued ajoint notice of proposed rulemaking intended to clarify which activities qualifywith the FDIC. The final rule significantly revamps for national banks, like CBNA, how the OCC defines what qualifies for CRA credit, update where activities count for CRAsuch activity must be conducted to receive credit, create a more transparent and objective method for measuringhow CRA performance is measured, and provide for more transparent, consistent,how CRA performance is documented and timely CRA-related data collection, recordkeeping,reported. The final rule was effective October 1, 2020, with a compliance date of January 1, 2023. On November 24, 2020, the OCC issued a proposed rule which included its approach to determine and reporting.assess significant declines in CRA evaluation measure benchmarks, retail lending distribution test thresholds, and community development minimums under the general performance standards set forth in the May 2020 final rule. We will continue to evaluate the impact of any changes to the regulations implementing the CRA.

Compensation
Our compensation practices are subject to oversight by the FRB and the OCC. The federal banking regulators have issued guidance designed to ensure that incentive compensation arrangements at banking organizations take into account risk and are consistent with safe and sound practices. The guidance sets forth the following three key principles with respect to incentive compensation arrangements:
i.the arrangements should provide employees with incentives that appropriately balance risk and financial results in a manner that does not encourage employees to expose their organizations to imprudent risk;
ii.the arrangements should be compatible with effective controls and risk management; and
iii.the arrangements should be supported by strong corporate governance.
i.the arrangements should provide employees with incentives that appropriately balance risk and financial results in a manner that does not encourage employees to expose their organizations to imprudent risk;
ii.the arrangements should be compatible with effective controls and risk management; and
iii.the arrangements should be supported by strong corporate governance.
The guidance provides that supervisory findings with respect to incentive compensation will be incorporated, as appropriate, into the organization’s supervisory ratings.

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The U.S. financial regulators, including the FRB, the OCC and the SEC, jointly proposed regulations in 2011 and again in 2016 to implement the incentive compensation requirements of Section 956 of the Dodd-Frank Act. These regulations have not been finalized.
Anti-Money Laundering
The USA PATRIOT Act, enacted in 2001 and renewed in 2006, substantially broadened the scope of U.S. anti-money laundering laws and regulations by imposing significant new compliance and due diligence obligations, creating new crimes and penalties and expanding the extra-territorial jurisdiction of the United States. Institutions must maintain anti-money laundering programs that include established internal policies, procedures and controls; a designated compliance officer; an ongoing employee training program; and testing of the program by an independent audit function. We are prohibited from entering into specified financial transactions and account relationships and must meet enhanced standards for due diligence in dealings with
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foreign financial institutions and foreign customers. We also must take reasonable steps to conduct enhanced scrutiny of account relationships to guard against money laundering and to report any suspicious transactions. Recent laws provide law enforcement authorities with increased access to financial information maintained by banks.
The USA PATRIOT Act also provides for the facilitation of information sharing among governmental entities and financial institutions for the purpose of combating terrorism and money laundering. The statute also creates enhanced information collection tools and enforcement mechanics for the U.S. government, including requiring standards for verifying customer identification at account opening, promulgating rules to promote cooperation among financial institutions, regulators and law enforcement entities in identifying parties that may be involved in terrorism or money laundering, requiring reports by non-financial trades and businesses filed with the Treasury’s Financial Crimes Enforcement Network (“FinCEN”) for transactions exceeding $10,000 and mandating the filing of suspicious activities reports if a bank believes a customer may be violating U.S. laws and regulations. The statute also requires enhanced due diligence requirements for financial institutions that administer, maintain or manage private bank accounts or correspondent accounts for non-U.S. persons. Bank regulators routinely examine institutions for compliance with these obligations and are required to consider compliance in connection with the regulatory review of applications.
FinCEN drafts regulations implementing the USA PATRIOT Act and other anti-money laundering and Bank Secrecy Act legislation. FinCEN has adopted rules that require financial institutions to obtain beneficial ownership information with respect to legal entities with which such institutions conduct business, subject to certain exclusions and exemptions. Bank regulators are focusing their examinations on anti-money laundering compliance, and we continue to monitor and augment, where necessary, our anti-money laundering compliance programs.
Office of Foreign Assets Control Regulation
The U.S. has imposed economic sanctions that affect transactions with designated foreign countries, nationals and others. These are typically known as the “OFAC” rules based on their administration by the U.S. Treasury Department Office of Foreign Assets Control. The OFAC-administered sanctions targeting countries take many different forms. Generally, they contain one or more of the following elements:
i.restrictions on trade with or investment in a sanctioned country, including prohibitions against direct or indirect imports from and exports to a sanctioned country and prohibitions on U.S. persons engaging in financial transactions relating to, making investments in, or providing investment-related advice or assistance to, a sanctioned country; and
ii.a blocking of assets in which the government or specially designated nationals of the sanctioned country have an interest, by prohibiting transfers of property subject to U.S. jurisdiction (including property in the possession or control of U.S. persons). Blocked assets (e.g., property and bank deposits) cannot be paid out, withdrawn, set off or transferred in any manner without a license from OFAC.
i.restrictions on trade with or investment in a sanctioned country, including prohibitions against direct or indirect imports from and exports to a sanctioned country and prohibitions on U.S. persons engaging in financial transactions relating to, making investments in, or providing investment-related advice or assistance to, a sanctioned country; and
ii.a blocking of assets in which the government or specially designated nationals of the sanctioned country have an interest, by prohibiting transfers of property subject to U.S. jurisdiction (including property in the possession or control of U.S. persons). Blocked assets (e.g., property and bank deposits) cannot be paid out, withdrawn, set off or transferred in any manner without a license from OFAC.
OFAC publishes, and routinely updates, lists of names of persons and organizations suspected of aiding, harboring or engaging in terrorist acts, including the Specially Designated Nationals and Blocked Persons. We are responsible for, among other things, blocking accounts of and transactions with, such targets and countries, prohibiting unlicensed trade and financial transactions with them and reporting blocked transactions after their occurrence. If we find a name on any transaction, account or wire transfer that is on an OFAC list, we must freeze such account, file a suspicious activity report and notify the appropriate authorities. Failure to comply with these sanctions could have serious legal and reputational consequences.

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Regulation of Broker-Dealers
Our subsidiary CCMI is a registered broker-dealer with the SEC and subject to regulation and examination by the SEC as well as FINRA and other self-regulatory organizations. These regulations cover a broad range of issues, including capital requirements; sales and trading practices; use of client funds and securities; the conduct of directors, officers and employees; record-keeping and recording; supervisory procedures to prevent improper trading on material non-public information; qualification and licensing of sales personnel; and limitations on the extension of credit in securities transactions. In addition to federal registration, state securities commissions require the registration of certain broker-dealers.
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Heightened Risk Governance Standards
CBNA is subject to OCC guidelines imposing heightened risk governance standards on large national banks with average total consolidated assets of $50 billion or more. The guidelines set forth minimum standards for the design and implementation of a bank’s risk governance framework, and minimum standards for oversight of that framework by a bank’s board of directors. The guidelines are intended to protect the safety and soundness of covered banks and improve bank examiners’ ability to assess compliance with the OCC’s expectations. Under the guidelines, a bank may use its parent company’s risk governance framework if the framework meets the minimum standards, the risk profiles of the parent company and the covered bank are substantially the same, and certain other conditions are met. CBNA has elected to use the Parent Company’s risk governance framework. A bank’s board of directors is required to have two members who are independent of the bank and parent company management. A bank’s board of directors is responsible for ensuring that the risk governance framework meets the standards in the guidelines, providing active oversight and a credible challenge to management’s recommendations and decisions and ensuring that the parent company decisions do not jeopardize the safety and soundness of the bank.
 Intellectual Property
In the highly competitive banking industry in which we operate, trademarks, service marks, trade names and logos are important to the success of our business. We own and license a variety of trademarks, service marks, trade names, logos and pending registrations and are spending significant resources to develop our stand-alone brands.
EmployeesWebsite Access to Citizens’ Filings with the SEC
AsWe maintain a website at investor.citizensbank.com. We make available on our website, free of December 31, 2019, we had approximately 18,000 full-time equivalent employees. Nonecharge, our annual reports on Form 10-K, quarterly reports on Form 10-Q and current reports on Form 8-K, including exhibits, and amendments to those reports that are filed or furnished to the SEC pursuant to Section 13(a) of the Securities Exchange Act of 1934. These documents are made available on our employeeswebsite as soon as reasonably practicable after they are partieselectronically filed with or furnished to a collective bargaining agreement. We consider our relationshipthe SEC. The SEC also maintains an internet site (www.sec.gov) that contains reports, proxy and information statements, and other information regarding issuers that file electronically with our employees to be good and have not experienced interruptions of operations due to labor disagreements.the SEC.
ITEM 1A. RISK FACTORS
We are subject to a number of risks potentially impacting our business, financial condition, results of operations and cash flows. As we are a financial services organization, certain elements of risk are inherent in our transactions and operations and are present in the business decisions we make. We, therefore, encounter risk as part of the normal course of our business and we design risk management processes to help manage these risks. Our success is dependent on our ability to identify, understand and manage the risks presented by our business activities so that we can appropriately balance revenue generation and profitability. These risks include, but are not limited to, credit risk, market risk, liquidity risk, operational risk, model risk, technology, regulatory and legal risk and strategic and reputational risk. We discuss our principal risk management processes and, in appropriate places, related historical performance in the “Risk Governance” section in Item 7.
You should carefully consider the following risk factors that may affect our business, financial condition and results of operations. Other factors that could affect our business, financial condition and results of operation are discussed in the “Forward-Looking Statements” section above. However, there may be additional risks that are not presently material or known, and factors besides those discussed below, or in this or other reports that we file or furnish with the SEC, that could also adversely affect us.
Risks Related to Our Business
The COVID-19 pandemic and associated lockdowns have adversely affected us, and may continue to adversely affect, and created, and may exacerbate or create new, significant risks and uncertainties for our business, and the ultimate impact of the pandemic on us will depend on future developments, which are highly uncertain and cannot be predicted.
The COVID-19 pandemic and associated lockdowns have negatively affected the global and U.S. economies, increased unemployment levels, disrupted supply chains and businesses in many industries, lowered equity market valuations, decreased liquidity in fixed income markets, and created significant volatility and disruption in financial markets. This has resulted, and could continue to result, in higher and more volatile provisions for credit losses, and is also expected to result in increased charge-offs, particularly as more
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customers experience credit deterioration and as customers need to draw on their committed credit lines to help finance their businesses and activities. The pandemic’s negative economic impact and its effect on customer needs and behaviors could adversely affect our liquidity and also continue to adversely affect our capital profile. Moreover, governmental actions in response to the pandemic are meaningfully influencing the interest-rate environment, which has, and is likely to continue to, reduce our net interest margin. The pandemic may also have adverse effects on our noninterest income. The effects of the pandemic have resulted, and may continue to result, in lower service charges and fees and card fees, and has also caused, and may continue to cause, volatility in other noninterest income, in particular capital markets fees and foreign exchange and interest rate products revenue.
In addition, our reliance on work-from-home capabilities and the potential inability to maintain critical staff in our operational facilities present risks associated with our local infrastructure, restrictive stay-at-home orders across jurisdictions, illness, quarantines and the sustainability of a work-from-home environment, as well as heightened cybersecurity, information security and operational risks. Many of our service providers have been, and may further be, affected by similar factors that increase their risk of business disruptions or that may otherwise affect their ability to perform under the terms of any agreements with us or provide essential services. Any disruption to our ability to deliver financial products or services to, or interact with, our clients and customers could result in losses or increased operational costs, regulatory fines, penalties or other sanctions, or harm to our reputation. We also face an increased risk of litigation and governmental and regulatory scrutiny as a result of the effects of the pandemic on market and economic conditions and the actions of governmental authorities in response to those conditions.
The federal banking regulators have issued interagency guidance to clarify supervisory expectations regarding loan modifications due to COVID-19-related non-payment and the regulatory capital transition for the current expected credit loss accounting standard. Further, the Federal Reserve has implemented a broad array of actions to limit the negative impacts of the COVID-19 pandemic and associated lockdowns on the economy and U.S. businesses. In addition, the U.S. Congress has passed a number of economic stimulus packages, including the $2 trillion CARES Act, the Families First Coronavirus Response Act, the Coronavirus Preparedness and Response Supplemental Appropriations Act, 2020, and the Consolidated Appropriations Act, 2021. In response to the pandemic, we have (i) assisted our retail and small business customers through loan forbearances and modifications, (ii) extended loans under the PPP, and (iii) committed funding for community support with a particular emphasis on small businesses and non-profit partners. These government programs are complex and our participation may lead to governmental and regulatory scrutiny, negative publicity and damage to our reputation.
In April 2020, we announced that we would temporarily suspend our stock repurchase program through December 31, 2020 to support the efforts of the Federal Reserve and other banks to moderate the impact of the pandemic by making additional capital and liquidity available to our customers, including corporates, small businesses and individuals. Further, the Federal Reserve took actions to preserve capital at banks by imposing certain limitations on firms that participate in CCAR for the third and fourth quarters of 2020, including mandatory suspension of share repurchases, and limiting common stock dividends to existing rates and the average quarterly net income for the prior four quarters. In December 2020, the Federal Reserve modified its limitations on capital distributions for the first quarter of 2021 such that firms that participate in CCAR, like us, may resume share repurchases provided that the aggregate of share repurchases and common stock dividends for the first quarter of 2021 do not exceed average quarterly net income for the trailing four quarters. The Federal Reserve can extend or modify its current capital distribution limitations in future quarters. The pandemic may cause us to limit future capital distributions.
The extent to which the pandemic and associated lockdowns adversely affect our business, financial condition and results of operations, as well as our liquidity and regulatory capital ratios, will depend on future developments, which are highly uncertain and cannot be predicted, including the scope and duration of the pandemic, the widespread availability, use and effectiveness of vaccines, the effectiveness of our work-from-home arrangements and staffing levels in operational facilities, actions taken by governmental authorities and other third parties in response to the pandemic and associated lockdowns and the direct and indirect impact of the pandemic and associated lockdowns on us, our clients and customers, our service providers and other market participants. As the pandemic and associated lockdowns adversely affect us, it may also have the effect of heightening many of the other risks described herein.
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We may not be able to successfully execute our business strategy.
Our business strategy is designed to maximize the full potential of our business and drive sustainable growth and enhanced profitability, and our success rests on our ability to maintain a high-performing, customer-centric organization; develop differentiated value propositions to acquire, deepen, and retain core customer segments;

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build excellent capabilities designed to help us stand out from our competitors; operate with financial discipline and a mindset of continuous improvement to self-fund investments; prudently grow and optimize our balance sheet; modernize our technology and operational models to improve delivery, organizational agility and speed to market; and embed risk management within our culture and our operations. Our future success and the value of our stock will depend, in part, on our ability to effectively implement our business strategy. There are risks and uncertainties, many of which are not within our control, associated with each element of our strategy. If we are not able to successfully execute our business strategy, we may never achieve our financial performance goals and any shortfall may be material. See the “Business Strategy” section in Item 1 for further information.
Supervisory requirements and expectations on us as a financial holding company and a bank holding company and any regulator-imposed limits on our activities could adversely affect our ability to implement our strategic plan, expand our business, continue to improve our financial performance and make capital distributions to our stockholders.
Our operations are subject to extensive regulation, supervision and examination by the federal banking agencies (the FRB, the OCC and the FDIC), as well as the CFPB. As part of the supervisory and examination process, if we are unsuccessful in meeting the supervisory requirements and expectations that apply to us, regulatory agencies may from time to time take supervisory actions against us that may not be publicly disclosed. Such actions may include restrictions on our activities or the activities of our subsidiaries, informal (nonpublic) or formal (public) supervisory actions or public enforcement actions, including the payment of civil money penalties, which could increase our costs and limit our ability to implement our strategic plans and expand our business, and as a result could have a material adverse effect on our business, financial condition or results of operations. See the “Regulation and Supervision” section in Item 1 for further information.
Changes in interest rates may have an adverse effect on our profitability.
Net interest income historically has been, and we anticipate that it will remain, a significant component of our total revenue. This is due to the fact that a high percentage of our assets and liabilities have been and will likely continue to be in the form of interest-bearing or interest-related instruments. Changes in interest rates can have a material effect on many areas of our business, including net interest income, deposit costs, loan volume and delinquency, and the value of our mortgage servicing rights. Interest rates are highly sensitive to many factors that are beyond our control, including general economic conditions and policies of various governmental and regulatory agencies and, in particular, the Federal Open Market Committee. Changes in monetary policy, including changes in interest rates, could influence not only the interest we receive on loans and securities and the amount of interest we pay on deposits and borrowings, but such changes could also affect our ability to originate loans and obtain deposits and the fair value of our financial assets and liabilities. If the interest rates on our interest-bearing liabilities increase at a faster pace than the interest rates on our interest earning assets, our net interest income may decline and, with it, a decline in our earnings may occur. Our net interest income and our earnings would be similarly affected if the interest rates on our interest earning assets declined at a faster pace than the interest rates on our interest-bearing liabilities.
We cannot control or predict with certainty changes in interest rates. Global, national, regional and local economic conditions, competitive pressures and the policies of regulatory authorities, including monetary policies of the FRB, affect interest income and interest expense. Although we have policies and procedures designed to manage the risks associated with changes in market interest rates, as further discussed under the “Risk Governance” section in Item 7, changes in interest rates still may have an adverse effect on our profitability.
If our ongoing assumptions regarding borrower or depositor behavior or overall economic conditions are significantly different than we anticipate, then our risk mitigation may be insufficient to protect against interest rate risk and our net income would be adversely affected.
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Changes in the method pursuant to which the LIBOR and other benchmark rates are calculated and their potentialplanned discontinuance could adversely impact our business operations and financial results.
Many of our lending products, securities, derivatives, and other financial transactions utilize a benchmark rate, such as the London Interbank Offered Rate (“LIBOR”),LIBOR, to determine the applicable interest rate or payment amount. In July 2017, the Chief Executive of the U.K. Financial Conduct Authority (“FCA”) announced that the FCA intends to stop persuading or compelling banks to submit rates for the calculation of LIBOR after 2021. This announcement indicates thatSince then, the continuationfinancial industry has been working towards the transition away from LIBOR to alternative reference rates. On November 30, 2020, the ICE Benchmark Administration (“IBA”), the authorized administrator of LIBOR cannotregulated by the U.K. FCA, announced a proposal that, if adopted, would result in the cessation of one-week and willtwo-month U.S. dollar LIBOR as previously anticipated at the end of 2021, while extending the publication of the other tenors of U.S. dollar LIBOR until June 30, 2023. While this proposal has received support from both U.K. and U.S. regulators, the U.S. regulators are encouraging banks to stop entering into new U.S. dollar LIBOR contracts as soon as practicable and not be guaranteed afterlater than December 31, 2021. In late 2018,The combination of the IBA proposal and the U.S. official sector guidance would continue to facilitate the transition away from LIBOR for new originations by the end of 2021 while enabling more legacy contracts to mature before the final LIBOR cessation date of June 30, 2023.

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we formed a LIBOR Transition Program designed to guide the organization through the potential discontinuation of LIBOR.
The discontinuation of a benchmark rate, changes in a benchmark rate, or changes in market perceptions of the acceptability of a benchmark rate, including LIBOR, could, among other things, adversely affect the value of and return on certain of our financial instruments or products, result in changes to our risk exposures, or require renegotiation of previous transactions. In addition, any such discontinuation or changes, whether actual or anticipated, could result in market volatility, adverse tax or accounting effects, increased compliance, legal and operational costs, and risks associated with customer disclosures and contract negotiations. The transition to using a new rate could also expose us to risks associated with disputes with customers and other market participants in connection with interpreting and implementing LIBOR fallback provisions.
In 2018, we formed a LIBOR Transition Program designed to guide the organization through the planned discontinuation of LIBOR. Various regulators, industry bodies and other market participants in the U.S. and other countries are engaged in initiatives to develop, introduce and encourage the use of alternative rates to replace certain benchmarks. Despite progress made to date by regulators and industry participants, such as us, to prepare for the anticipated discontinuation of LIBOR, significant uncertainties still remain. Such uncertainties relate to, for example, whether replacement benchmark rates may become accepted alternatives to LIBOR for different types of transactions and financial instruments, how the terms of any transaction or financial instrument may be adjusted to account for differences between LIBOR and any alternative rate selected, how any replacement would be implemented across the industry, and the effect any changes in industry views or movement to alternative benchmarks would have on the markets for LIBOR-linked financial instruments.
We could fail to attract, retain or motivate highly skilled and qualified personnel, including our senior management, other key employees or members of our Board, which could impair our ability to successfully execute our strategic plan and otherwise adversely affect our business.
A cornerstone of our strategic plan involves the hiring of highly skilled and qualified personnel. Accordingly, our ability to implement our strategic plan and our future success depends on our ability to attract, retain and motivate highly skilled and qualified personnel, including our senior management and other key employees and directors. The marketplace for skilled personnel is becoming more competitive, which means the cost of hiring, incentivizing and retaining skilled personnel may continue to increase. The failure to attract or retain, including as a result of an untimely death or illness of key personnel, or replace a sufficient number of appropriately skilled and key personnel could place us at a significant competitive disadvantage and prevent us from successfully implementing our strategy, which could impair our ability to implement our strategic plan successfully, achieve our performance targets and otherwise have a material adverse effect on our business, financial condition and results of operations.
Limitations on the manner in which regulated financial institutions, such as us, can compensate their officers and employees, including those contained in pending rule proposals implementing requirements of Section 956 of the Dodd-Frank Act, may make it more difficult for such institutions to compete for talent with financial institutions and other companies not subject to these or similar limitations. If we are unable to compete effectively, our business, financial condition and results of operations could be adversely affected, perhaps materially.
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Our ability to meet our obligations, and the cost of funds to do so, depend on our ability to access identified sources of liquidity at a reasonable cost.
Liquidity risk is the risk that we will not be able to meet our obligations, including funding commitments, as they come due. This risk is inherent in our operations and can be heightened by a number of factors, including an over-reliance on a particular source of funding (including, for example, secured FHLB advances), changes in credit ratings or market-wide phenomena such as market dislocation and major disasters. Like many banking groups, our reliance on customer deposits to meet a considerable portion of our funding has grown over recent years, and we continue to seek to increase the proportion of our funding represented by customer deposits. However, these deposits are subject to fluctuation due to certain factors outside our control, such as increasing competitive pressures for retail or corporate customer deposits, changes in interest rates and returns on other investment classes, or a loss of confidence by customers in us or in the banking sector generally which could result in a significant outflow of deposits within a short period of time. To the extent there is heightened competition among U.S. banks for retail customer deposits, this competition may increase the cost of procuring new deposits and/or retaining existing deposits, and otherwise negatively affect our ability to grow our deposit base. An inability to grow, or any material decrease in, our deposits could have a material adverse effect on our ability to satisfy our liquidity needs.
Maintaining a diverse and appropriate funding strategy for our assets consistent with our wider strategic risk appetite and plan remains challenging, and any tightening of credit markets could have a material adverse

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impact on us. In particular, there is a risk that corporate and financial institution counterparties may seek to reduce their credit exposures to banks and other financial institutions (for example, reductions in unsecured deposits supplied by these counterparties), which may cause funding from these sources to no longer be available. Under these circumstances, we may need to seek funds from alternative sources, potentially at higher costs than has previously been the case, or may be required to consider disposals of other assets not previously identified for disposal, in order to reduce our funding commitments.
A reduction in our credit ratings, which are based on a number of factors, could have a material adverse effect on our business, financial condition and results of operations.
Credit ratings affect the cost and other terms upon which we are able to obtain funding. Rating agencies regularly evaluate us, and their ratings are based on a number of factors, including our financial strength. Other factors considered by rating agencies include conditions affecting the financial services industry generally. Any downgrade in our ratings would likely increase our borrowing costs, could limit our access to capital markets, and otherwise adversely affect our business. For example, a ratings downgrade could adversely affect our ability to sell or market certain of our securities, including long-term debt, engage in certain longer-term derivatives transactions and retain our customers, particularly corporate customers who may require a minimum rating threshold in order to place funds with us. In addition, under the terms of certain of our derivatives contracts, we may be required to maintain a minimum credit rating or have to post additional collateral or terminate such contracts. Any of these results of a rating downgrade could increase our cost of funding, reduce our liquidity and have adverse effects on our business, financial condition and results of operations.
Our financial performance may be adversely affected by deterioration in borrower credit quality, particularly in the New England, Mid-Atlantic and Midwest regions, where our operations are concentrated.
We have exposure to many different industries and risks arising from actual or perceived changes in credit quality and uncertainty over the recoverability of amounts due from borrowers is inherent in our businesses. Our exposure may be exacerbated by the geographic concentration of our operations, which are predominately located in the New England, Mid-Atlantic and Midwest regions. The credit quality of our borrowers may deteriorate for a number of reasons that are outside our control, including as a result of prevailing economic and market conditions and asset valuation. The trends and risks affecting borrower credit quality, particularly in the New England, Mid-Atlantic and Midwest regions, have caused, and in the future may cause, us to experience impairment charges, increased repurchase demands, higher costs, additional write-downs and losses and an inability to engage in routine funding transactions, which could have a material adverse effect on our business, financial condition and results of operations.
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Our framework for managing risks may not be effective in mitigating risk and loss.
Our risk management framework is made up of various processes and strategies to manage our risk exposure. The framework to manage risk, including the framework’s underlying assumptions, may not be effective under all conditions and circumstances. If the risk management framework proves ineffective, we could suffer unexpected losses and could be materially adversely affected.
One of the main types of risks inherent in our business is credit risk. An important feature of our credit risk management system is to employ an internal credit risk control system through which we identify, measure, monitor and mitigate existing and emerging credit risk of our customers. As this process involves detailed analyses of the customer or credit risk, taking into account both quantitative and qualitative factors, it is subject to human error. In exercising their judgment, our employees may not always be able to assign an accurate credit rating to a customer or credit risk, which may result in our exposure to higher credit risks than indicated by our risk rating system.
In addition, we have undertaken certain actions to enhance our credit policies and guidelines to address potential risks associated with particular industries or types of customers, as discussed in more detail under the “Risk Governance” and “Market Risk” sections in Item 7. However, we may not be able to effectively implement these initiatives, or consistently follow and refine our credit risk management system. If any of the foregoing were to occur, it may result in an increase in the level of nonperforming loans and a higher risk exposure for us, which could have a material adverse effect on us.

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Changes in our accounting policies or in accounting standards could materially affect how we report our financial results and condition.
From time to time, the FASB and SEC change the financial accounting and reporting standards that govern the preparation of our financial statements. These changes can be operationally complex to implement and can materially impact how we record and report our financial condition and results of operations. For example, in June 2016, the FASB issued Accounting Standards Update 2016-13, Measurement of Credit Losses on Financial Instruments (“CECL”), that effective January 1, 2020, substantially changed the accounting for credit losses on loans and other financial assets held by banks, financial institutions and other organizations. The standard replaces existing incurred loss impairment guidance and establishes a single allowance framework for financial assets carried at amortized cost. Upon adoption of CECL companies muston January 1, 2020, we recognize credit losses on these assets equal to management’s estimate of credit losses over the full remaining expected life. Companies mustWe consider all relevant information when estimating expected credit losses, including details about past events, current conditions, and reasonable and supportable forecasts. In December 2018,As evidenced in the Federal Reserve, OCC and FDIC released a final rulefirst half of 2020 due to revise their regulatory capital rules to address this upcoming change to the treatment of credit expense and allowances. The final rule provides an optional three-year phase-in period for the day-one adverse regulatory capital effects upon adopting the standard. We adopted the standard on January 1, 2020, and elected to phase in the impact of COVID-19, the standard over a three-year period. The standard could introduceintroduces heightened volatility in provision for credit losses, given uncertainty in the accuracy of macroeconomic forecasts over longer time horizons, variances in the rate and composition of loan growth, and changes in overall loan portfolio size and mix. As a result, following adoption, it is possible that our ongoing reported earnings and lending activity could be negatively impacted. For more information regarding CECL, see Note 1 in Item 8.
Our financial and accounting estimates and risk management framework rely on analytical forecasting and models.
The processes we use to estimate our inherent loan losses and to measure the fair value of financial instruments, as well as the processes used to estimate the effects of changing interest rates and other market measures on our financial condition and results of operations, depends upon the use of analytical and forecasting models. Some of our tools and metrics for managing risk are based upon our use of observed historical market behavior. We rely on quantitative models to measure risks and to estimate certain financial values. Models may be used in such processes as determining the pricing of various products, grading loans and extending credit, measuring interest rate and other market risks, predicting losses, assessing capital adequacy and calculating regulatory capital levels, as well as estimating the value of financial instruments and balance sheet items. Poorly designed or implemented models present the risk that our business decisions based on information incorporating such models will be adversely affected due to the inadequacy of that information. Moreover, our models may fail to predict future risk exposures if the information used in the model is incorrect, obsolete or not sufficiently comparable to actual events as they occur. We seek to incorporate appropriate historical data in our models, but the range of market values and behaviors reflected in any period of historical data is not at all times predictive of future developments in any particular period and the period of data we incorporate into our models may turn out to be inappropriate for the future period being modeled. In such case, our ability to manage risk would be limited and our risk exposure and losses could be significantly greater than our models indicated. In addition, if existing or potential customers believe our risk management is inadequate, they could take their business elsewhere. This could harm our reputation as well as our revenues and profits. Finally, information we provide to
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our regulators based on poorly designed or implemented models could also be inaccurate or misleading. Some of the decisions that our regulators make, including those related to capital distributions to our stockholders, could be adversely affected adversely due to their perception that the quality of the models used to generate the relevant information is insufficient.
The preparation of our financial statements requires the use of estimates that may vary from actual results. Particularly, various factors may cause our ALLLAllowance for Credit Losses to increase.
The preparation of audited Consolidated Financial Statements in conformity with GAAP requires management to make significant estimates that affect the financial statements. Our most critical accounting estimate is the ALLL.ACL. The ALLLACL is a reserve established through a provision for loan and leasecredit losses charged to expense and represents our estimate of incurred but unrealizedexpected credit losses within the existing portfolio of loans. The ALLL is necessary to reserve for estimated loan and lease lossesportfolio and risks inherent in the loan portfolio.unfunded lending commitments. The level of the ALLL reflects our ongoingACL is based on periodic evaluation of industry concentrations, specific credit risks,the loan and lease loss experience, current loan portfolio quality, present economic, politicalportfolios and regulatory conditionsunfunded lending commitments that are not unconditionally cancellable considering a number of relevant underlying factors, including key assumptions and incurred losses inherent in the current loan portfolio.

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evaluation of quantitative and qualitative information.
The determination of the appropriate level of the ALLLACL inherently involves a degree of subjectivity and requires that we make significant estimates of current credit risks and future trends, all of which may undergo material changes. Changes in economic conditions affecting borrowers, the stagnation of certain economic indicators that we are more susceptible to, such as unemployment and real estate values, new information regarding existing loans, identification of additional problem loans and other factors, both within and outside our control, may require an increase in the ALLL.ACL. In addition, bank regulatory agencies periodically review our ALLLACL and may require an increase in the ALLLACL or the recognition of further loan charge-offs, based on judgments that can differ from those of our own management. In addition, if charge-offs in future periods exceed the ALLL—ACL—that is, if the ALLLACL is inadequate—we will need to recognize additional loan and lease loss provisions to increase the ALLL.provision for credit losses. Should such additional provisionsprovision expense become necessary, theyit would result in a decrease in net income and capital and may have a material adverse effect on us. For more information regarding our use of estimates in preparation of financial statements, see Note 1 in Item 8 and the “Critical Accounting Estimates” section in Item 7.
Operational risks are inherent in our businesses.
Our operations depend on our ability to process a very large number of transactions efficiently and accurately while complying with applicable laws and regulations. Operational risk and losses can result from internal and external fraud; improper conduct or errors by employees or third parties; failure to document transactions properly or to obtain proper authorization; failure to comply with applicable regulatory requirements and conduct of business rules; equipment failures, including those caused by natural disasters or by electrical, telecommunications or other essential utility outages; business continuity and data security system failures, including those caused by computer viruses, cyber-attacks against us or our vendors, or unforeseen problems encountered while implementing major new computer systems or upgrades to existing systems; or the inadequacy or failure of systems and controls, including those of our suppliers or counterparties. Although we have implemented risk controls and loss mitigation actions, and substantial resources are devoted to developing efficient procedures, identifying and rectifying weaknesses in existing procedures and training staff, it is not possible to be certain that such actions have been or will be effective in controlling each of the operational risks faced by us. Any weakness in these systems or controls, or any breaches or alleged breaches of such laws or regulations, could result in increased regulatory supervision, enforcement actions and other disciplinary action, and have an adverse impact on our business, applicable authorizations and licenses, reputation and results of operations.
The financial services industry, including the banking sector, is undergoing rapid technological changeschange as a result of changes in customer behavior, competition and changes in the legal and regulatory framework, and we may not be able to compete effectively as a result of these changes.
The financial services industry, including the banking sector, is continually undergoing rapid technological change with frequent introductions of new technology-driven products and services. In addition, new, unexpected technological changes could have a disruptive effect on the way banks offer products and services. We believe our success depends, to a great extent, on our ability to address customer needs by using technology to offer products and services that provide convenience to customers and to create additional efficiencies in our operations. However, we may not be able to, among other things, keep up with the rapid pace of technological changes, effectively implement new technology-driven products and services or be successful in marketing these products and services to our customers. As a result, our ability to compete effectively to attract
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or retain new business may be impaired, and our business, financial condition or results of operations may be adversely affected.
In addition, changes in the legal and regulatory framework under which we operate require us to update our information systems to ensure compliance. Our need to review and evaluate the impact of ongoing rule proposals, final rules and implementation guidance from regulators further complicates the development and implementation of new information systems for our business. Also, recent regulatory guidance has focused on the need for financial institutions to perform increased due diligence and ongoing monitoring of third-party vendor relationships, thus increasing the scope of management involvement and decreasing the efficiency otherwise resulting from our relationships with third-party technology providers. Given the significant number of ongoing regulatory reform initiatives, it is possible that we incur higher than expected information technology costs in order to comply with current and impending regulations. See “—Supervisory requirements and expectations on us as a financial holding company and a bank holding company and any regulator-imposed limits on our activities could adversely affect our ability to implement our strategic plan, expand our business, continue to improve our financial performance and make capital distributions to our stockholders.”

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We are subject to a variety of cybersecurity risks that, if realized, could adversely affect how we conduct our business.
Information security risks for large financial institutions such as us have increased significantly in recent years in part because of the proliferation of new technologies, such as Internet and mobile banking to conduct financial transactions, and the increased sophistication and activities of organized crime, hackers, terrorists, nation-states, activists and other external parties. Third parties with whom we or our customers do business also present operational and information security risks to us, including security breaches or failures of their own systems. The possibility of employee error, failure to follow security procedures, or malfeasance also presents these risks.risks, particularly given the recent trend towards remote work arrangements. Our operations rely on the secure processing, transmission and storage of confidential information in our computer systems and networks. In addition, to access our products and services, our customers may use personal computers, smartphones, tablets, and other mobile devices that are beyond our control environment. Although we believe that we have appropriate information security procedures and controls, our technologies, systems, networks and our customers’ devices may be the target of cyber-attacks or information security breaches that could result in the unauthorized release, gathering, monitoring, misuse, theft, sale or loss or destruction of the confidential, and/or proprietary information of CFG, our customers, our vendors, our counterparties, or our employees. We are under continuous threat of loss or network degradation due to cyber-attacks, such as computer viruses, malicious or destructive code, phishing attacks, ransomware, and Distributed Denial of Service (“DDoS”) attacks. This is especially true as we continue to expand customer capabilities to utilize the Internet and other remote channels to transact business. Two of the most significant cyber-attack risks that we face are e-fraud and loss of sensitive customer data. Loss from e-fraud occurs when cybercriminals extract funds directly from customers’ or our accounts using fraudulent schemes that may include Internet-based funds transfers. We have been subject to a number of e-fraud incidents historically. We have also been subject to attempts to steal sensitive customer data, such as account numbers and social security numbers, through unauthorized access to our computer systems including computer hacking. Such attacks are less frequent but could present significant reputational, legal and regulatory costs to us if successful. We have implemented certain technology protections such as Customer Profiling and Set-Up Authentication to be in compliance with the FFIEC Authentication in Internet Banking Environment (“AIBE”) guidelines.
As cyber threats continue to evolve, we may be required to expend significant additional resources to continue to modify or enhance our layers of defense or to investigate and remediate any information security vulnerabilities. System enhancements and updates may also create risks associated with implementing new systems and integrating them with existing ones. Due to the complexity and interconnectedness of information technology systems, the process of enhancing our layers of defense can itself create a risk of systems disruptions and security issues. In addition, addressing certain information security vulnerabilities, such as hardware-based vulnerabilities, may affect the performance of our information technology systems. The ability of our hardware and software providers to deliver patches and updates to mitigate vulnerabilities in a timely manner can introduce additional risks, particularly when a vulnerability is being actively exploited by threat actors. Cyber-attacks against the patches themselves have also proven to be a significant risk that companies will have to address going forward.
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Despite our efforts to prevent a cyber-attack, a successful cyber-attack could persist for an extended period of time before being detected, and, following detection, it could take considerable time for us to obtain full and reliable information about the cybersecurity incident and the extent, amount and type of information compromised.  During the course of an investigation, we may not necessarily know the full effects of the incident or how to remediate it, and actions and decisions that are taken or made in an effort to mitigate risk may further increase the costs and other negative consequences of the incident.
The techniques used by cyber criminals change frequently, may not be recognized until launched and can be initiated from a variety of sources, including terrorist organizations and hostile foreign governments. These actors may attempt to fraudulently induce employees, customers or other users of our systems to disclose sensitive information in order to gain access to data or our systems. In the event that a cyber-attack is successful, our business, financial condition or results of operations may be adversely affected. For a discussion of the guidance that federal banking regulators have released regarding cybersecurity and cyber risk management standards, see the “Regulation and Supervision” section of Item 1.
We rely heavily on communications and information systems to conduct our business.
We rely heavily on communications and information systems to conduct our business. Any failure, interruption or breach in security of these systems, including due to hacking or other similar attempts to breach information technology security protocols, could result in failures or disruptions in our customer relationship management, general ledger, deposit, loan and other systems. Although we have established policies and procedures designed to prevent or limit the effect of the possible failure, interruption or security breach of our information systems, there can be no assurance that these policies and procedures will be successful and that any such failure, interruption or

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security breach will not occur or, if they do occur, that they will be adequately addressed. The occurrence of any failure, interruption or security breach of our information systems could require us to devote substantial resources (including management time and attention) to recovery and response efforts, damage our reputation, result in a loss of customer business, subject us to additional regulatory scrutiny, or expose us to civil litigation and possible financial liability. Although we maintain insurance coverage for information security events, we may incur losses as a result of such events that are not insured against or not fully covered by our insurance.
We rely on third parties for the performance of a significant portion of our information technology.
We rely on third parties for the performance of a significant portion of our information technology functions and the provision of information technology and business process services. For example, (i) unaffiliated third parties operate data communications networks on which certain components and services relating to our online banking system rely, (ii) third parties host or maintain many of our applications, including our Commercial Loan System, which is hosted and maintained by Automated Financial Systems, Inc., and our Mobile Digital Banking Application, which is hosted and maintained by Amazon Web Services, Inc., (iii) Fidelity National Information Services, Inc. maintains our core deposits system, and (iv) IBM CorporationInfosys Limited provides us with a wide range of information technology support services, including service desk, end user, data center,servicer, and private cloud support, and (v) IBM Corporation provides us with mainframe storage and databasesupport services. The success of our business depends in part on the continuing ability of these (and other) third parties to perform these functions and services in a timely and satisfactory manner, which performance could be disrupted or otherwise adversely affected due to failures or other information security events originating at the third parties or at the third parties’ suppliers or vendors (so-called “fourth party risk”). We may not be able to effectively monitor or mitigate fourth-party risk, in particular as it relates to the use of common suppliers or vendors by the third parties that perform functions and services for us. If we experience a disruption in the provision of any functions or services performed by third parties, we may have difficulty in finding alternate providers on terms favorable to us and in reasonable time frames. If these services are not performed in a satisfactory manner, we would not be able to serve our customers well. In either situation, our business could incur significant costs and be adversely affected.
We are exposed to reputational risk and the risk of damage to our brands and the brands of our affiliates.
Our success and results depend, in part, on our reputation and the strength of our brands. We are vulnerable to adverse market perception as we operate in an industry where integrity, customer trust and confidence are paramount. We are exposed to the risk that litigation, employee misconduct, operational failures, the outcome of regulatory or other investigations or actions, press speculation and negative publicity, among other factors, could damage our brands or reputation. Our brands and reputation could also be harmed if we sell
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products or services that do not perform as expected or customers’ expectations for the product are not satisfied.
We may be adversely affected by unpredictable catastrophic events or terrorist attacks and our business continuity and disaster recovery plans may not adequately protect us from serious disaster.
The occurrence of catastrophic events such as hurricanes, tropical storms, tornadoes and other large-scale catastrophes and terrorist attacks could adversely affect our business, financial condition or results of operations if a catastrophe rendered both our production data center in Rhode Island and our recovery data center in North Carolina unusable. Although we enhanced our disaster recovery capabilities in 2016 through the completion of the new, out-of-region backup data center in North Carolina, there can be no assurance that our current disaster recovery plans and capabilities will adequately protect us from serious disaster.
Risks Related to Our Industry
Any deterioration in national economic conditions could have a material adverse effect on our business, financial condition and results of operations.
Our business is affected by national economic conditions, as well as perceptions of those conditions and future economic prospects. Changes in such economic conditions are not predictable and cannot be controlled. Adverse economic conditions could require us to charge off a higher percentage of loans and increase the provision for credit losses, which would reduce our net income and otherwise have a material adverse effect on our business, financial condition and results of operations. For example, our business was significantly affected by the global economic and financial crisis that began in 2008. The falling home prices, increased rate of foreclosure and high levels of unemployment in the United States triggered significant write-downs by us and other financial institutions. These write-downs adversely impacted our financial results in material respects. Although the U.S. economy has

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made a significant recovery, an interruption or reversal of this recovery would adversely affect the financial services industry and banking sector.
We operate in an industry that is highly competitive, which could result in losing business or margin declines and have a material adverse effect on our business, financial condition and results of operations.
We operate in a highly competitive industry. The industry could become even more competitive as a result of reform of the financial services industry resulting from the Dodd-Frank Act and other legislative, regulatory and technological changes, as well as continued consolidation. We face aggressive competition from other domestic and foreign lending institutions and from numerous other providers of financial services, including non-banking financial institutions that are not subject to the same regulatory restrictions as banks and bank holding companies, securities firms and insurance companies, and competitors that may have greater financial resources.
With respect to non-banking financial institutions, technology and other changes have lowered barriers to entry and made it possible for non-banks to offer products and services traditionally provided by banks. For example, consumers can maintain funds that would have historically been held as bank deposits in brokerage accounts or mutual funds. Consumers can also complete transactions such as paying bills and/or transferring funds directly without the assistance of banks. The process of eliminating banks as intermediaries, known as “disintermediation,” could result in the loss of fee income, as well as the loss of customer deposits and the related income generated from those deposits. Some of our non-bank competitors are not subject to the same extensive regulations we are and, therefore, may have greater flexibility in competing for business. As a result of these and other sources of competition, we could lose business to competitors or be forced to price products and services on less advantageous terms to retain or attract clients, either of which would adversely affect our profitability.
The conditions of other financial institutions or of the financial services industry could adversely affect our operations and financial conditions.
Financial services institutions are typically interconnected as a result of trading, investment, liquidity management, clearing, counterparty and other relationships. Within the financial services industry, the default by any one institution could lead to defaults by other institutions. Concerns about, or a default by, one institution could lead to significant liquidity problems and losses or defaults by other institutions, as the commercial and financial soundness of many financial institutions are closely related as a result of these credit, trading, clearing and other relationships. Even the perceived lack of creditworthiness of, or questions about, a
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counterparty may lead to market-wide liquidity problems and losses or defaults by various institutions. This systemic risk may adversely affect financial intermediaries, such as clearing agencies, banks and exchanges with which we interact on a daily basis, or key funding providers such as the FHLBs, any of which could have a material adverse effect on our access to liquidity or otherwise have a material adverse effect on our business, financial condition and results of operations.
Risks Related to Regulations Governing Our Industry
As a financial holding company and a bank holding company, we are subject to comprehensive regulation that could have a material adverse effect on our business and results of operations.
As a financial holding company and a bank holding company, we are subject to comprehensive regulation, supervision and examination by the FRB. In addition, CBNA is subject to comprehensive regulation, supervision and examination by the OCC. Our regulators supervise us through regular examinations and other means that allow the regulators to gauge management’s ability to identify, assess and control risk in all areas of operations in a safe and sound manner and to ensure compliance with laws and regulations. In the course of their supervision and examinations, our regulators may require improvements in various areas. If we are unable to implement and maintain any required actions in a timely and effective manner, we could become subject to informal (non-public) or formal (public) supervisory actions and public enforcement orders that could lead to significant restrictions on our existing business or on our ability to engage in any new business. Such forms of supervisory action could include, without limitation, written agreements, cease and desist orders, and consent orders and may, among other things, result in restrictions on our ability to pay dividends, requirements to increase capital, restrictions on our activities, the imposition of civil monetary penalties, and enforcement of such actions through injunctions or restraining orders. We could also be required to dispose of certain assets and liabilities within a prescribed period. The terms of any such supervisory or enforcement action could have a material adverse effect on our business, financial condition and results of operations.

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We are a bank holding company that has elected to become a financial holding company pursuant to the Bank Holding Company Act. Financial holding companies are allowed to engage in certain financial activities in which a bank holding company is not otherwise permitted to engage. However, to maintain financial holding company status, a bank holding company (and all of its depository institution subsidiaries) must be “well capitalized” and “well managed.” If a bank holding company ceases to meet these capital and management requirements, there are many penalties it would be faced with, including the FRB may impose limitations or conditions on the conduct of its activities, and it may not undertake any of the broader financial activities permissible for financial holding companies or acquire a company engaged in such financial activities without prior approval of the FRB. If a company does not return to compliance within 180 days, which period may be extended, the FRB may require divestiture of that company’s depository institutions. To the extent we do not meet the requirements to be a financial holding company in the future, there could be a material adverse effect on our business, financial condition and results of operations.
We may be unable to disclose some restrictions or limitations on our operations imposed by our regulators.
From time to time, bank regulatory agencies take supervisory actions that restrict or limit a financial institution’s activities and lead it to raise capital or subject it to other requirements. Directives issued to enforce such actions may be confidential and thus, in some instances, we are not permitted to publicly disclose these actions. In addition, as part of our regular examination process, our regulators may advise us to operate under various restrictions as a prudential matter. Any such actions or restrictions, if and in whatever manner imposed, could adversely affect our costs and revenues. Moreover, efforts to comply with any such nonpublic supervisory actions or restrictions may require material investments in additional resources and systems, as well as a significant commitment of managerial time and attention. As a result, such supervisory actions or restrictions, if and in whatever manner imposed, could have a material adverse effect on our business and results of operations; and, in certain instances, we may not be able to publicly disclose these matters.
The regulatory environment in which we operate continues to be subject to significant and evolving regulatory requirements that could have a material adverse effect on our business and earnings.
We are heavily regulated by multiple banking, consumer protection, securities and other regulatory authorities at the federal and state levels. This regulatory oversight is primarily established to protect depositors, the FDIC’s Deposit Insurance Fund, consumers of financial products, and the financial system as a
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whole, not our security holders. Changes to statutes, regulations, rules or policies, including the interpretation, implementation or enforcement of statutes, regulations, rules or policies, could affect us in substantial and unpredictable ways, including by, for example, subjecting us to additional costs, limiting the types of financial services and other products we may offer, limiting our ability to pursue acquisitions and increasing the ability of third parties, including non-banks, to offer competing financial services and products. In recent years, we, together with the rest of the financial services industry, have faced particularly intense scrutiny, with many new regulatory initiatives and vigorous oversight and enforcement on the part of numerous regulatory and governmental authorities. Legislatures and regulators have pursued a broad array of initiatives intended to promote the safety and soundness of financial institutions, financial market stability, the transparency and liquidity of financial markets, and consumer and investor protection. Certain regulators and law enforcement authorities have also recently required admissions of wrongdoing and, in some cases, criminal pleas as part of the resolutions of matters brought by them against financial institutions. Any such resolution of a matter involving us could lead to increased exposure to civil litigation, could adversely affect our reputation, could result in penalties or limitations on our ability to do business or engage in certain activities and could have other negative effects. In addition, a single event or issue may give rise to numerous and overlapping investigations and proceedings, including by multiple federal and state regulators and other governmental authorities.
We are also subject to laws and regulations relating to the privacy of the information of our customers, employees, counterparties and others, and any failure to comply with these laws and regulations could expose us to liability and/or reputational damage. As new privacy-related laws and regulations are implemented, the time and resources needed for us to comply with those laws and regulations, as well as our potential liability for non-compliance and our reporting obligations in the case of data breaches, may significantly increase.
While there have been significant revisions to the laws and regulations applicable to us that have been finalized in recent months, there are other rules to implement changes that have yet to be proposed or enacted by our regulators. The final timing, scope and impact of these changes to the regulatory framework applicable to financial institutions remains uncertain. For more information on the regulations to which we are subject and

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recent initiatives to reform financial institution regulation, see the “Regulation and Supervision” section in Item 1.
We are subject to capital adequacy and liquidity standards, and if we fail to meet these standards our financial condition and operations would be adversely affected.
We are subject to several capital adequacy and liquidity standards. To the extent that we are unable to meet these standards, our ability to make distributions of capital will be limited and we may be subject to additional supervisory actions and limitations on our activities. See “Regulation and Supervision” in Item 1 and the “Capital and Regulatory Requirements” and “Liquidity” sections in Item 7, for further discussion of the regulations to which we are subject.
The Parent Company could be required to act as a “source of strength” to CBNA, which would have a material adverse effect on our business, financial condition and results of operations.
FRB policy historically required bank holding companies to act as a source of financial and managerial strength to their subsidiary banks. The Dodd-Frank Act codified this policy as a statutory requirement. This support may be required by the FRB at times when we might otherwise determine not to provide it or when doing so is not otherwise in the interests of CFG or our stockholders or creditors, and may include one or more of the following:
The Parent Company may be compelled to contribute capital to CBNA, including by engaging in a public offering to raise such capital. Furthermore, any extensions of credit from the Parent Company to CBNA that are included in CBNA’s capital would be subordinate in right of payment to depositors and certain other indebtedness of CBNA.
In the event of a bank holding company’s bankruptcy, any commitment that the bank holding company had been required to make to a federal bank regulatory agency to maintain the capital of a subsidiary bank will be assumed by the bankruptcy trustee and entitled to priority of payment.
In the event of impairment of the capital stock of CBNA, the Parent Company, as CBNA’s stockholder, could be required to pay such deficiency.
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The Parent Company depends on CBNA for mostsubstantially all of its revenue, and restrictions on dividends and other distributions by CBNA could affect its liquidity and ability to fulfill our obligations.
As a bank holding company, the Parent Company is a separate and distinct legal entity from CBNA, our banking subsidiary. The Parent Company typically receives substantially all of our revenue from dividends from CBNA. These dividends are the principal source of funds to pay dividends on our equity and interest and principal on our debt. Various federal and/or state laws and regulations, as well as regulatory expectations, limit the amount of dividends that CBNA may pay to the Parent Company. Also, our right to participate in a distribution of assets upon a subsidiary’s liquidation or reorganization is subject to the prior claims of the subsidiary’s creditors. In the event CBNA is unable to pay dividends to the Parent Company, it may not be able to service debt, pay obligations or pay dividends on its common stock. The inability to receive dividends from CBNA could have a material adverse effect on our business, financial condition and results of operations. See the “Supervision and Regulation” section in Item 1 and the “Capital and Regulatory Matters” section in Item 7.
From time-to-time, we may become or are subject to regulatory actions that may have a material impact on our business.
We may become or are involved, from time to time, in reviews, investigations and proceedings (both formal and informal) by governmental and self-regulatory agencies regarding our business. These regulatory actions involve, among other matters, accounting, compliance and operational matters, certain of which may result in adverse judgments, settlements, fines, penalties, injunctions or other relief that may require changes to our business or otherwise materially impact our business.
In regulatory actions, such as those referred to above, it is inherently difficult to determine whether any loss is probable or whether it is possible to reasonably estimate the amount of any loss. We cannot predict with certainty if, how or when such proceedings will be resolved or what the eventual fine, penalty or other relief, conditions or restrictions, if any, may be, particularly for actions that are in their early stages of investigation. The Parent Company may be required to make significant restitution payments to CBNA customers arising from certain compliance issues and also may be required to pay civil money penalties in connection with certain of these issues. This uncertainty makes it difficult to estimate probable losses, which, in turn, can lead to substantial disparities between the reserves we may establish for such proceedings and the eventual settlements, fines, or penalties.

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Adverse regulatory actions could have a material adverse effect on our business, financial condition and results of operations.
We are and may be subject to litigation that may have a material impact on our business.
Our operations are diverse and complex and we operate in legal and regulatory environments that expose us to potentially significant litigation risk. In the normal course of business, we have been named, from time to time, as a defendant in various legal actions, including arbitrations, class actions and other litigation, arising in connection with our activities as a financial services institution, including with respect to alleged unfair or deceptive business practices and mis-selling of certain products. Certain of the actual or threatened legal actions include claims for substantial compensatory and/or punitive damages or claims for indeterminate amounts of damages. In some cases, the entities that would otherwise be the primary defendants in such cases are bankrupt or in financial distress. Moreover, a number of recent judicial decisions have upheld the right of borrowers to sue lending institutions on the basis of various evolving legal theories, collectively termed “lender liability.” Generally, lender liability is founded on the premise that a lender has either violated a duty, whether implied or contractual, of good faith and fair dealing owed to the borrower or has assumed a degree of control over the borrower resulting in the creation of a fiduciary duty owed to the borrower or its other creditors or stockholders. This could increase the amount of private litigation to which we are subject. For more information regarding ongoing significant legal proceedings in which we may be involved, see Note 18 in Item 8.
Compliance with anti-money laundering and anti-terrorism financing rules involveinvolves significant cost and effort.
We are subject to rules and regulations regarding money laundering and the financing of terrorism. Monitoring compliance with anti-money laundering and anti-terrorism financing rules can put a significant financial burden on banks and other financial institutions and poses significant technical challenges. Although we believe our current policies and procedures are sufficient to comply with applicable rules and regulations, we cannot guarantee that our anti-money laundering and anti-terrorism financing policies and procedures completely prevent situations of money laundering or terrorism financing. Any such failure events may have severe
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consequences, including sanctions, fines and reputational consequences, which could have a material adverse effect on our business, financial condition or results of operations.
Risks Related to our Common Stock
Our stock price may be volatile, and you could lose all or part of your investment as a result.
You should consider an investment in our common stock to be risky, and you should invest in our common stock only if you can withstand a significant loss and wide fluctuation in the market value of your investment. The market price of our common stock could be subject to wide fluctuations in response to, among other things, the factors described in this “Risk Factors” section, and other factors, some of which are beyond our control. These factors include:
quarterly variations in our results of operations or the quarterly financial results of companies perceived to be similar to us;
changes in expectations as to our future financial performance, including financial estimates by securities analysts and investors;
our announcements or our competitors’ announcements regarding new products or services, enhancements, significant contracts, acquisitions or strategic investments;
fluctuations in the market valuations of companies perceived by investors to be comparable to us;
future sales of our common stock;
additions or departures of members of our senior management or other key personnel;
changes in industry conditions or perceptions; and
changes in applicable laws, rules or regulations and other dynamics.
Furthermore, the stock markets have experienced price and volume fluctuations that have affected and continue to affect the market price of equity securities of many companies. These fluctuations have often been unrelated or disproportionate to the operating performance of these companies. These broad market fluctuations, as well as general economic, systemic, political and market conditions, such as recessions, loss of investor confidence, interest rate changes or international currency fluctuations, may negatively affect the market price of our common stock.

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If any of the foregoing occurs, it could cause our stock price to fall and may expose us to securities class action litigation that, even if unsuccessful, could be costly to defend and a distraction to management.
We may not repurchase shares or pay cash dividends on our common stock.
Holders of our common stock are only entitled to receive such dividends as our Board of Directors may declare out of funds legally available for such payments. Although we have historically declared cash dividends on our common stock, we are not required to do so and may reduce or eliminate our common stock dividend in the future. This could adversely affect the market price of our common stock. Also, as a bank holding company, our ability to repurchase shares and declare and pay dividends is dependent on certain federal regulatory considerations, including the rules of the FRB regarding capital adequacy and dividends. Additionally, we are required to submit periodic capital plans to the FRB for review, or otherwise obtain FRB authorization, before we can take certain capital actions, including repurchasing shares, declaring and paying dividends, or repurchasing or redeeming capital securities. If our capital plan or any amendment to our capital plan is objected to for any reason, our ability to repurchase shares and declare and pay dividends on our capital stock may be limited. Further, if we are unable to satisfy the capital requirements applicable to us for any reason, we may be limited in our ability to repurchase shares and declare and pay dividends on our capital stock. See the “Regulation and Supervision” section in Item 1, for further discussion of the regulations to which we are subject.
“Anti-takeover” provisions and the regulations to which we are subject may make it more difficult for a third party to acquire control of us, even if the change in control would be beneficial to stockholders.
We are a bank holding company incorporated in the state of Delaware. Anti-takeover provisions in Delaware law and our amended and restated certificate of incorporation and amended and restated bylaws, as well as regulatory approvals that would be required under federal law, could make it more difficult for a third party to take control of us and may prevent stockholders from receiving a premium for their shares of our common stock. These provisions could adversely affect the market price of our common stock and could reduce the amount that stockholders might get if we are sold.
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We believe these provisions protect our stockholders from coercive or otherwise unfair takeover tactics by requiring potential acquirers to negotiate with our Board and by providing our Board with more time to assess any acquisition proposal. However, these provisions apply even if the offer may be determined to be beneficial by some stockholders and could delay or prevent an acquisition that our Board determines is not in our best interest and that of our stockholders.
Furthermore, banking laws impose notice, approval and ongoing regulatory requirements on any stockholder or other party that seeks to acquire direct or indirect “control” of an FDIC-insured depository institution. These laws include the Bank Holding Company Act and the Change in Bank Control Act.

ITEM 1B. UNRESOLVED STAFF COMMENTS

None.

ITEM 2. PROPERTIES

We lease seveneight operations centers in Boston, Medford, and Medford,Westwood, Massachusetts; Pittsburgh, Pennsylvania; Warwick, Rhode Island; Franklin, Tennessee; Irving, Texas and Glen Allen, Virginia. We own two principal operations centers in Johnston and East Providence, Rhode Island. At December 31, 2019,2020, our subsidiaries owned and operated a total of 4038 facilities and leased an additional 1,2471,172 facilities. We believe our current facilities are adequate to meet our needs. See Note 6 and Note 8 ofin Item 8 for more information regarding our premises and equipment, and leases, respectively.

ITEM 3. LEGAL PROCEEDINGS

Information required by this item is presented in Note 18 in Item 8 and is incorporated herein by reference.


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ITEM 4. MINE SAFETY DISCLOSURES

Not applicable.

PART II

ITEM 5. MARKET FOR REGISTRANT’S COMMON EQUITY, RELATED STOCKHOLDER MATTERS AND ISSUER PURCHASES OF EQUITY SECURITIES
Our common stock is traded on the New York Stock Exchange under the symbol “CFG.” As of February 5, 2020,1, 2021, our common stock was owned by twoseven holders of record (including Cede & Co.) and approximately 195,000209,000 beneficial shareholders whose shares were held in “street name” through a broker or bank. Information relating to compensation plans under which our equity securities are authorized for issuance is presented in Item 12.
The following graph compares the cumulative total stockholder returns for our performance during the five-year period ended December 31, 20192020 relative to the performance of the Standard & Poor’s 500® index, a commonly referenced U.S. equity benchmark consisting of leading companies from diverse economic sectors; the KBW Nasdaq Bank Index (“BKX”), composed of 24 leading national money center and regional banks and thrifts; and a group of other banks that constitute our peer regional banks (i.e., BB&T, Comerica, Fifth Third, KeyCorp, M&T, PNC, Regions, SunTrustTruist, Huntington and U.S. Bancorp. Includes Truist for the period subsequent to the merger of BB&T and SunTrust)Bancorp). The graph assumes a $100 investment at the closing price on December 31, 20142015 in each of CFG common stock, the S&P 500 index, the BKX and the peer market-capitalization weighted average and assumes all dividends were reinvested on the date paid. The points on the graph represent the fiscal quarter-end amounts based on the last trading day in each subsequent fiscal quarter.

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This graph shall not be deemed “soliciting material” or be filed with the Securities and Exchange Commission for purposes of Section 18 of the Securities Exchange Act of 1934, as amended (“Exchange Act”), or otherwise subject to the liabilities under that Section, and shall not be deemed to be incorporated by reference into any filing of Citizens Financial Group, Inc. under the Securities Act of 1933, as amended, or the Exchange Act.

chart-7d94fd3469ef65314c0.jpgcfg-20201231_g2.jpg
    
 12/31/2019
12/31/2018
12/31/2017
12/31/2016
12/31/2015
12/31/2014
CFG
$183

$129

$178

$149

$107

$100
S&P 500 Index174
132
138
113
101
100
KBW BKX Index172
126
153
129
100
100
Peer Regional Bank Average(1)

$169

$127

$152

$131

$100

$100
(1) The Peer Regional Bank Average includes the impact of BB&T and SunTrust through December 6, 2019 which were replaced by the newly formed Truist Financial Corp. on December 9, 2019.
12/31/202012/31/201912/31/201812/31/201712/31/201612/31/2015
CFG$160 $171 $121 $166 $139 $100 
S&P 500 Index203 171 130 136 112 100 
KBW BKX Index153 171 125 152 129 100 
Peer Regional Bank Average$152 $169 $127 $151 $131 $100 
Issuer Purchase of Equity Securities

DetailsWe did not purchase any of the repurchases of our common stockCompany’s equity securities during the fourth quarter 2019 are included in the following table:
Period
Total Number of Shares Repurchased(1)
Weighted-Average Price Paid Per Share
Total Number of Shares Purchased as Part of Publicly Announced Plans or Programs(1)
Maximum Dollar Amount of Shares That May Yet Be Purchased As Part of Publicly Announced Plans or Programs(1)
October 1, 2019 - October 31, 20199,199,134$36.689,199,134$437,606,122
November 1, 2019 - November 30, 2019$—$437,606,122
December 1, 2019 - December 31, 20191,706,973$36.681,706,973$375,000,000
(1) On June 27, 2019, we announced that our Board of Directors had authorized share repurchases of CFG common stock of up to $1.275 billion for the four-quarter period ending with the second quarter of 2020. This share repurchase plan allowed for share repurchases that may be executed in the open market or in privately negotiated transactions, including under Rule 10b5-1 plans. All shares repurchased by us during the fourth quarter were executed pursuant to an accelerated share repurchase transaction, which was completed byended December 31, 2019. The timing and exact amount of future share repurchases will be subject to various factors, including our capital position, financial performance and market conditions.2020.




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ITEM 6. SELECTED CONSOLIDATED FINANCIAL DATA

The selected Consolidated Statements of Operations data for the years ended December 31, 2019, 2018 and 2017 and the selected Consolidated Balance Sheet data as of December 31, 2019 and 2018 are derived from our audited Consolidated Financial Statements in Item 8. We derived the selected Consolidated Statements of Operations data for the years ended December 31, 2016 and 2015 and the selected Consolidated Balance Sheet data as of December 31, 2017, 2016, and 2015 from our prior audited Consolidated Financial Statements. Our historical results are not necessarily indicative of the results expected for any future period.
The following selected consolidated financial data should be read in conjunction with Item 7 and our audited Consolidated Financial Statements and Notes in Item 8. Our historical results are not necessarily indicative of the results expected for any future period.
For the Year Ended December 31,For the Year Ended December 31,
(in millions, except per-share and ratio data)   2019
    2018
    2017
    2016
    2015
(in millions, except per-share and ratio data)20202019201820172016
OPERATING DATA:         OPERATING DATA:
Net interest income
$4,614
 
$4,532
 
$4,173
 
$3,758
 
$3,402
Net interest income$4,586 $4,614 $4,532 $4,173 $3,758 
Noninterest income1,877
 1,596
 1,534
 1,497
 1,422
Noninterest income2,319 1,877 1,596 1,534 1,497 
Total revenue6,491
 6,128
 5,707
 5,255
 4,824
Total revenue6,905 6,491 6,128 5,707 5,255 
Provision for credit losses393
 326
 321
 369
 302
Provision for credit losses1,616 393 326 321 369 
Noninterest expense3,847
 3,619
 3,474
 3,352
 3,259
Noninterest expense3,991 3,847 3,619 3,474 3,352 
Income before income tax expense2,251
 2,183
 1,912
 1,534
 1,263
Income before income tax expense1,298 2,251 2,183 1,912 1,534 
Income tax expense(1)
460
 462
 260
 489
 423
Income tax expense(1)
241 460 462 260 489 
Net income1,791
 1,721
 1,652
 1,045
 840
Net income1,057 1,791 1,721 1,652 1,045 
Net income available to common stockholders1,718
 1,692
 1,638
 1,031
 833
Net income available to common stockholders950 1,718 1,692 1,638 1,031 
Net income per average common share - basic3.82
 3.54
 3.26
 1.97
 1.55
Net income per average common share - basic2.22 3.82 3.54 3.26 1.97 
Net income per average common share - diluted3.81
 3.52
 3.25
 1.97
 1.55
Net income per average common share - diluted2.22 3.81 3.52 3.25 1.97 
Dividends declared and paid per common share1.36
 0.98
 0.64
 0.46
 0.40
Dividends declared and paid per common share1.56 1.36 0.98 0.64 0.46 
OTHER OPERATING DATA:         OTHER OPERATING DATA:
Return on average common equity(2)
8.45 % 8.62% 8.35% 5.23% 4.30%
Return on average common equity(2)
4.65 %8.45 %8.62 %8.35 %5.23 %
Return on average tangible common equity(2)
12.64
 12.94
 12.35
 7.74
 6.45
Return on average tangible common equity(2)
6.93 12.64 12.94 12.35 7.74 
Return on average total assets(2)
1.10
 1.11
 1.10
 0.73
 0.62
Return on average total assets(2)
0.60 1.10 1.11 1.10 0.73 
Return on average total tangible assets(2)
1.15
 1.16
 1.15
 0.76
 0.65
Return on average total tangible assets(2)
0.62 1.15 1.16 1.15 0.76 
Efficiency ratio(2)
59.28
 59.06
 60.87
 63.80
 67.56
Efficiency ratio(2)
57.80 59.28 59.06 60.87 63.80 
Operating leverage(2)(3)
(0.39) 3.19
 4.98
 6.08
 0.81
Operating leverage(2)(3)
2.65 (0.39)3.19 4.98 6.08 
Net interest margin, FTE(4)

3.16
 3.22
 3.06
 2.90
 2.79
Net interest margin, FTE(4)

2.89 3.16 3.22 3.06 2.90 
Effective income tax rate(1)
20.43
 21.16
 13.62
 31.88
 33.52
Effective income tax rate(1)
18.54 20.43 21.16 13.62 31.88 
Dividend payout ratio36
 28
 20
 23
 26
Dividend payout ratio70 36 28 20 23 
Average equity to average assets ratio13.27
 13.02
 13.25
 13.93
 14.46
Average equity to average assets ratio12.60 13.27 13.02 13.25 13.93 
(1) On December 22, 2017, President Trump signed the 2017 Tax Legislation which reducedwas passed reducing the corporate tax rate from 35% to 21% effective January 1, 2018.
(2) See the “Introduction — Key Performance Metrics Used by Management and Non-GAAP Financial Measures” section in Item 7 for definitions of our key performance metrics.
(3) “Operating leverage” represents the period-over-period percent change in total revenue, less the period-over-period percent change in noninterest expense. For the purpose of the 20152016 calculation, 20142015 total revenue was $5.0$4.8 billion and noninterest expense was $3.4$3.3 billion.
(4) Net interest margin is presented on an FTE basis using the federal statutory tax rate.



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As of December 31,As of December 31,
(in millions, except ratio data)2019
 2018
 2017
 2016
 2015
(in millions, except ratio data)20202019201820172016
BALANCE SHEET DATA:         BALANCE SHEET DATA:
Total assets
$165,733
 
$160,518
 
$152,336
 
$149,520
 
$138,208
Total assets$183,349 $165,733 $160,518 $152,336 $149,520 
Loans held for sale, at fair value1,946
 1,219
 497
 583
 325
Loans held for sale, at fair value3,564 1,946 1,219 497 583 
Other loans held for sale1,384
 101
 221
 42
 40
Other loans held for sale439 1,384 101 221 42 
Loans and leases119,088
 116,660
 110,617
 107,669
 99,042
Loans and leases123,090 119,088 116,660 110,617 107,669 
Allowance for loan and lease losses(1,252) (1,242) (1,236) (1,236) (1,216)
Allowance for loan and lease losses(1)
Allowance for loan and lease losses(1)
(2,443)(1,252)(1,242)(1,236)(1,236)
Total securities24,669
 25,075
 25,733
 25,610
 24,075
Total securities26,847 24,669 25,075 25,733 25,610 
Goodwill7,044
 6,923
 6,887
 6,876
 6,876
Goodwill7,050 7,044 6,923 6,887 6,876 
Total liabilities143,532
 139,701
 132,066
 129,773
 118,562
Total liabilities160,676 143,532 139,701 132,066 129,773 
Total deposits125,313
 119,575
 115,089
 109,804
 102,539
Total deposits147,164 125,313 119,575 115,089 109,804 
Federal funds purchased and securities sold under agreements to repurchase265
 1,156
 815
 1,148
 802
Other short-term borrowed funds(1)
9
 161
 1,111
 2,461
 2,630
Long-term borrowed funds(1)
14,047
 15,925
 12,510
 13,540
 9,886
Short-term borrowed funds(2)
Short-term borrowed funds(2)
243 274 1,317 1,926 3,609 
Long-term borrowed fundsLong-term borrowed funds8,346 14,047 15,925 12,510 13,540 
Total stockholders’ equity22,201
 20,817
 20,270
 19,747
 19,646
Total stockholders’ equity22,673 22,201 20,817 20,270 19,747 
OTHER BALANCE SHEET DATA:         OTHER BALANCE SHEET DATA:
Asset Quality Ratios:         Asset Quality Ratios:
Allowance for loan and lease losses as a % of total loans and leases1.05% 1.06% 1.12% 1.15% 1.23%
Allowance for loan and lease losses as a % of nonperforming loans and leases(2)
178
 162
 142
 119
 120
Nonperforming loans and leases as a % of total loans and leases(2)
0.59
 0.66
 0.78
 0.97
 1.03
Capital Ratios:(3)
         
Allowance for loan and lease losses to loans and leases(1)
Allowance for loan and lease losses to loans and leases(1)
1.98 %1.05 %1.06 %1.12 %1.15 %
Allowance for credit losses to loans and leases(1)
Allowance for credit losses to loans and leases(1)
2.17 1.09 1.14 1.20 1.22 
Allowance for credit losses to loans and leases, excluding the impact of PPP loans(3)
Allowance for credit losses to loans and leases, excluding the impact of PPP loans(3)
2.24 1.09 1.14 1.20 1.22 
Allowance for loan and lease losses to nonaccruing loans and leases(1)
Allowance for loan and lease losses to nonaccruing loans and leases(1)
240 178 162 142 119 
Allowance for credit losses to nonaccruing loans and leases(1)
Allowance for credit losses to nonaccruing loans and leases(1)
262 184 174 153 126 
Nonaccruing loans and leases to loans and leasesNonaccruing loans and leases to loans and leases0.83 0.59 0.66 0.78 0.97 
Capital Ratios:(4)
Capital Ratios:(4)
CET1 capital ratio10.0
 10.6
 11.2
 11.2
 11.7
CET1 capital ratio10.0 10.0 10.6 11.2 11.2 
Tier 1 capital ratio11.1
 11.3
 11.4
 11.4
 12.0
Tier 1 capital ratio11.3 11.1 11.3 11.4 11.4 
Total capital ratio13.0
 13.3
 13.9
 14.0
 15.3
Total capital ratio13.4 13.0 13.3 13.9 14.0 
Tier 1 leverage ratio10.0
 10.0
 10.0
 9.9
 10.5
Tier 1 leverage ratio9.4 10.0 10.0 10.0 9.9 
(1) Beginning inAllowance for loan and leases losses, allowance for credit losses, and related ratios, at December 31, 2020 reflect the impact of the adoption of ASU 2016-13, Financial Instruments-Credit Losses (Topic 326): Measurement of Credit Losses on Financial Instruments.
(2) In the first quarter of 2019,2020, we reclassified federal funds purchased and securities sold under agreement to repurchase and other short-term borrowed funds balances and the associated interest expense are classified based on original maturity.to
short-term borrowed funds. Prior periods have been adjusted to conform with the current period presentation.
(3) For more information on the computation of non-GAAP financial measures, see “-Introduction - Non-GAAP Financial Measures” and “-Non-GAAP Financial Measures and Reconciliations.”
(2) Beginning in the fourth quarter of 2019, nonperforming balances exclude both fully and partially guaranteed residential mortgage loans sold to Ginnie Mae for which we have the right, but not the obligation, to repurchase. Prior periods have been adjusted to exclude partially guaranteed amounts to conform with the current period presentation.
(3) (4) The capital ratios and associated components are prepared using the U.S. Basel III Standardized approach and became fully phased-in on January 1, 2019.  The December 31, 2017 capital ratios reflect the retrospective adoption of FASB ASU 2018-02, Income Statement-Reporting Comprehensive Income (Topic 220): Reclassification of Certain Tax Effects from Accumulated Other Comprehensive Income.


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ITEM 7. MANAGEMENT’S DISCUSSION AND ANALYSIS OF FINANCIAL CONDITION AND RESULTS OF OPERATIONS




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INTRODUCTION
Citizens Financial Group, Inc. is one of the nation’s oldest and largest financial institutions with $165.7$183.3 billion in assets as of December 31, 2019. 2020. Our mission is to help customers, colleagues and communities each reach their potential by listening to them and understanding their needs in order to offer tailored advice, ideas and solutions. Headquartered in Providence, Rhode Island, we offer a broad range of retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions. In Consumer Banking, we provide an integrated experience that includes mobile and online banking, a 24/7 customer contact center as well as the convenience of approximately 2,700 ATMs and 1,100 1,000 branches in 11 states in the New England, Mid-Atlantic, and Midwest regions. Consumer Banking products and services include a full range of banking, lending, savings, wealth management and small business offerings. In Commercial Banking, we offer corporate, institutional and not-for-profit clients a full range of wholesale banking products and services including lending and deposits, capital markets, treasury services, foreign exchange and interest rate products, and asset finance. More information is available at www.citizensbank.com.
The following MD&A is intended to assist readers in their analysis of the accompanying Consolidated Financial Statements and supplemental financial information. It should be read in conjunction with the Consolidated Financial Statements and Notes to the Consolidated Financial Statements in Item 8, as well as other information contained in this document.
Key Performance Metrics Used by Management and Non-GAAP Financial Measures
As a banking institution, we manage and evaluate various aspects of our results of operations and our financial condition including the levels and trends of the line items included in our balance sheet and statement of operations, used in calculating various key performance metrics commonly used in our industry. The primary line items we use in calculating our key performance metrics to manage and evaluate our statement of operations include net interest income, noninterest income, total revenue, provision for credit losses, noninterest expense, net income and net income available to common stockholders. The primary line items we use in calculating our key performance metrics to manage and evaluate our balance sheet data include loans and leases, securities, allowance for credit losses, deposits, borrowed funds and derivatives. We analyze these key performance metrics and financial trends against our own historical performance, our budgeted performance and the financial condition and performance of comparable banking institutions in our region and nationally.
We consider the following key performance metrics when evaluating our performance and making day-to-day operating decisions, as well as evaluating capital utilization and adequacy, including:
Return on average tangible common equity, which we define as annualized net income available to common stockholders divided by average common equity excluding average goodwill (net of related deferred tax liability) and average other intangibles;
Efficiency ratio, which we define as the ratio of total noninterest expense to the sum of net interest income and total noninterest income. The efficiency ratio helps us to evaluate the efficiency of our operations as it helps us monitor how costs are changing compared to income. A decrease in the efficiency ratio represents improvement;
Operating leverage, which we define as the percent change in total revenue, less the percent change in noninterest expense; and
CET1 capital ratio, which represents CET1 capital divided by total risk-weighted assets as defined under the U.S. Basel III Standardized approach.
This document contains non-GAAP financial measures denoted as “Underlying” results. Underlying results for any given reporting period exclude certain items that may occur in that period which Managementmanagement does not consider indicative of our on-going financial performance. We believe these non-GAAP financial measures provide useful information to investors because they are used by Managementmanagement to evaluate our operating performance and make day-to-day operating decisions. In addition, we believe our Underlying results in any given reporting period reflect our on-going financial performance and increase comparability of period-to-period results, and, accordingly, are useful to consider in addition to our GAAP financial results.
Other companies may use similarly titled non-GAAP financial measures that are calculated differently from the way we calculate such measures. Accordingly, our non-GAAP financial measures may not be comparable to similar measures used by such companies. We caution investors not to place undue reliance on such non-GAAP financial measures, but to consider them with the most directly comparable GAAP measures. Non-GAAP financial measures

Citizens Financial Group, Inc. | 37


have limitations as analytical tools, and should not be considered in isolation or as a substitute for our results reported under GAAP.
Non-GAAP measures are denoted throughout our MD&A by the use of the term Non-GAAP or Underlying and where there is a reference to Non-GAAP or Underlying results in athat paragraph, all measures that follow thisthat reference are on the same basis when applicable. For more information on the computation of key performance metrics and non-GAAP financial measures, see “—Key Performance Metrics, Non-GAAP Financial Measures and Reconciliations.”
FINANCIAL PERFORMANCE
2019 compared with 2018 - Key Highlights
Net income of $1.8$1.1 billion increased 4%decreased 41% from 2018,2019, with earnings per diluted common share of $3.81, up 8%$2.22, down 42% from $3.52$3.81 per diluted common share for 2018.2019. ROTCE of 6.9% declined from 12.6% comparesin 2019. Declining results continue to be driven by the COVID-19 pandemic and its associated impact on our ACL which, coupled with 12.9%our adoption of CECL on January 1, 2020, resulted in 2018.a $923 million reserve build during 2020.
WeIn 2020, results reflected a $83 million after-tax reduction, or $0.19 per diluted common share, from notable items, largely tied to TOP 6 transformational and revenue and efficiency initiatives. In 2019, we recorded $17 million after-tax, or $0.03 per diluted common share, of notable items in 2019 tied to Acquisition integration costs, costs related to strategic initiatives and income tax benefits associated with an operational restructure and legacy tax matters. In 2018 we recorded $16 million after-tax, or $0.04 per diluted common share, of
Citizens Financial Group, Inc. | 40


Table 1: Notable Items
Year Ended December 31, 2020
(in millions)Noninterest expenseIncome tax expenseNet Income
Reported results (GAAP)$3,991 $241 $1,057 
Less: Notable items
Total integration costs10 (2)(8)
Other notable items(1)
115 (40)(75)
Total notable items125 (42)(83)
Underlying results (non-GAAP)$3,866 $283 $1,140 
(1) Other notable items tiedinclude noninterest expense of $115 million related to Acquisition integration costs,our TOP 6 transformational and revenue and efficiency initiatives and the impactan income tax benefit of 2017$11 million related to an operational restructure and legacy tax legislation.
 Year Ended December 31, 2019
(in millions)Noninterest income Noninterest expense Income tax expense Net Income
Reported results (GAAP)
$1,877
 
$3,847
 
$460
 
$1,791
Less: Notable items       
Total integration costs
 18
 (4) (14)
Other notable items(1)

 50
 (47) (3)
Total notable items
 68
 (51) (17)
Underlying results (non-GAAP)
$1,877
 
$3,779
 
$511
 
$1,808
matters.
(1)
Year Ended December 31, 2019
(in millions)Noninterest expenseIncome tax expenseNet Income
Reported results (GAAP)$3,847 $460 $1,791 
Less: Notable items
Total integration costs18 (4)(14)
Other notable items(1)
50 (47)(3)
Total notable items68 (51)(17)
Underlying results (non-GAAP)$3,779 $511 $1,808 
1) Other notable items include noninterest expense of $50 million related to our TOP programs and other efficiency initiatives and an income tax benefit of $34 million related to an operational restructure and legacy tax matters.

Net income available to common stockholders of $950 million decreased $768 million, or 45%, compared to $1.7 billion in 2019.
On an Underlying basis, which excludes notable items, 2020 net income available to common stockholders of $1.0 billion compared with $1.7 billion in 2019.
 Year Ended December 31, 2018
(in millions)Noninterest income Noninterest expense Income tax expense Net Income
Reported results (GAAP)
$1,596
 
$3,619
 
$462
 
$1,721
Less: Notable items       
Tax Legislation DTL adjustment
 
 (29) 29
TOP efficiency initiatives and other actions(1) 33
 (8) (26)
FAMC integration costs(4) 21
 (6) (19)
Total notable items(5) 54
 (43) (16)
Underlying results (non-GAAP)
$1,601
 
$3,565
 
$505
 
$1,737
On an Underlying basis, EPS of $2.41 per share compared to $3.84 in 2019.
Net income available to common stockholders
Total revenue of $6.9 billion increased $414 million, or 6%, from 2019, as a 24% increase in noninterest income, given record results across mortgage, capital markets and wealth, was partially offset by a 1% decrease in net interest income given lower rates.
Net interest income of $4.6 billion reflected 8% growth in average interest-earning assets offset by the impact of the lower rate and challenging yield-curve environment.
Net interest margin of 2.88% decreased 26 basis points from 3.14% in 2019, reflecting the impact of lower interest rates, partially offset by lower funding costs and improved funding mix, as well as continued mix shift towards higher yielding assets.
Net interest margin on a fully taxable-equivalent basis of 2.89% decreased by 27 basis points, compared to 3.16% in 2019.
Average loans and leases of $124.5 billion increased $6.6 billion, or 6%, from $117.9 billion in 2019, reflecting a $5.5 billion increase in commercial loans and leases primarily driven by $3.2 billion of PPP loans as well as a $1.1 billion increase in retail loans.
Period-end loan growth of $4.0 billion, or 3%, from 2019, reflected 6% growth in total commercial driven by PPP loans.
Average deposits of $138.7 billion increased $15.4 billion, or 13%, from $123.3 billion in 2019, as a result of government stimulus benefiting consumers and small businesses as well as commercial clients building liquidity given COVID-19 disruption.
Period-end deposit growth of $21.9 billion, or 17%, from 2019, reflecting growth in demand deposits, money market accounts, savings and checking with interest, partially offset by a decrease in term deposits.$1.7 billionincreased $26 million, or 2%, compared to 2018. Earnings per diluted common share increased $0.29, or 8%, from 2018.
On an Underlying basis,* net income available to common stockholders of $1.7 billion increased by 2% led by 6% revenue growth reflecting 17% growth in noninterest income and 2% growth in net interest income, partially offset by 6% growth in noninterest expense and 21% increase in provision for credit losses.
On an Underlying basis,* earnings per diluted common share of $3.84increased $0.28, or 8%, from $3.56 for the year ended2018.

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Total revenue of $6.5 billionincreased $363 million, or 6%, from 2018, driven by a 2%increase in net interest income    and an 18%increase in noninterest income.
Net interest income of $4.6 billionincreased $82 million, or 2%, compared to $4.5 billion in 2018, as the benefit of 4% growth in average interest-earning assets was partially offset by the impact of a reduction in net interest margin, given the challenging yield-curve environment.
Net interest margin of 3.14%decreased 7 basis points from 3.21% in 2018, driven by higher funding costs tied to modestly higher short-term rates and growth, as well as higher securities premium amortization tied to significantly lower long-term rates. These results were partially offset by the benefit of higher interest-earning asset yields, given continued mix shift toward more attractive risk-adjusted return portfolios and modestly higher short-term rates.
Net interest margin on a fully taxable-equivalent basis of 3.16%decreased by 6 basis points, compared to 3.22% in 2018 given the challenging yield-curve environment.
Average loans and leases of $117.9 billionincreased $4.4 billion, or 4%, from $113.5 billion in 2018, reflecting a 5%increase in commercial loans and leases and a 3%increase in retail loans.
Average deposits of $123.3 billionincreased $7.4 billion, or 6%, from $115.9 billion in 2018, largely reflecting growth in savings, term deposits and checking with interest.
Noninterest income of $1.9 billionincreased $281 million, or 18%, from 2018, with record results in mortgage banking, capital markets fees, and trust and investment services fees, which included the impact of Acquisitions, along with higher foreign exchange and interest rate products and card fees.
Noninterest expense of $3.8 billionincreased $228 million, or 6%, compared to $3.6 billion in 2018, reflecting higher salaries and employee benefits, outside services, and equipment and software expense, driven by the impact of Acquisitions, partially offset by lower other operating expense largely tied to a reduction in FDIC insurance.
On an Underlying basis,* noninterest expense increased 6% from 2018.
The efficiency ratio of 59.3% compared to 59.1% in 2018, and ROTCE of 12.6% compared to 12.9%.
The Underlying efficiency ratio of 58.2% compared to 58.1% in 2018.
Underlying ROTCE of 12.8%compares with13.1% and reflected an approximate 50 basis point drag from higher tangible common equity value, given the positive impact of lower long-term rates on securities valuations.
Provision for credit losses of $393 millionincreased $67 million, or 21%, from $326 million in 2018, reflecting 4% average loan growth, stable credit quality, as well as a small number of uncorrelated losses in commercial, and continued seasoning in retail growth portfolios.
Tangible book value per common of $32.08 increased 12% from 2018. Fully diluted average common shares outstanding decreased by 29.2 million shares, or 6% over the same period.


Noninterest income of $2.3 billion increased $442 million, or 24%, from 2019, driven by mortgage banking and capital markets fees, partially offset by lower service charges and fees, card fees, foreign exchange and interest rate products revenue, securities gains and other income.

Noninterest expense of $4.0 billionincreased $144 million, or 4%, from $3.8 billion in 2019, driven by higher salaries and employee benefits reflecting strong mortgage production; outside services tied to growth initiatives; and equipment and software expense given continued investments in technology; partially offset by lower other operating expense given lower travel, pension and advertising expenses.

On an Underlying basis, noninterest expense increased 2% from 2019.

The efficiency ratio of 57.8% compared to 59.3% in 2019, and ROTCE of 6.9% compared to 12.6%.

On an Underlying basis, the efficiency ratio of 56.0% compared to 58.2% in 2019 and ROTCE of 7.5%compared to12.8%, given the implementation of CECL and reserve increases tied to COVID-19 impacts.

Provision for credit losses of $1.6 billion increased $1.2 billion from $393 million in 2019, reflecting our adoption of CECL and its reliance on forecasts of expected future losses, combined with the approximate $923 million impact from COVID-19 and associated lockdowns and a sudden rise in unemployment and drop in GDP.
Tangible book value per common of $32.72 increased 2% from 2019. Fully diluted average common shares outstanding decreased 23.1 million shares, or 5% over the same period.







Citizens Financial Group, Inc. | 3942



RESULTS OF OPERATIONS — 20192020 compared with 20182019


Net Interest Income
Net interest income is our largest source of revenue and is the difference between the interest earned on interest-earning assets (generally loans, leases and investment securities) and the interest expense incurred in connection with interest-bearing liabilities (generally deposits and borrowed funds). The level of net interest income is primarily a function of the difference between the effective yield on our average interest-earning assets and the effective cost of our interest-bearing liabilities. These factors are influenced by the pricing and mix of interest-earning assets and interest-bearing liabilities which, in turn, are impacted by external factors such as local economic conditions, competition for loans and deposits, the monetary policy of the FRB and market interest rates. For further discussion, refer to “—Market Risk — Non-Trading Risk,” and “—Risk Governance.”
chart-59710b024fad5e9c8eb.jpg

cfg-20201231_g3.jpg
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The following table presents the major components of net interest income and net interest margin:
 Year Ended December 31,  
2019 2018 Change
(dollars in millions)
Average
Balances
Income/
Expense
Yields/
Rates
 
Average
Balances
Income/
Expense
Yields/
Rates
 
Average
Balances
Yields/
Rates (bps)
Assets          
Interest-bearing cash and due from banks and deposits in banks
$1,544

$30
1.94% 
$1,579

$29
1.82% 
($35)12 bps
Taxable investment securities25,425
642
2.51
 25,233
672
2.66
 192
(15)
Non-taxable investment securities5

2.60
 6

2.60
 (1)
Total investment securities25,430
642
2.51
 25,239
672
2.66
 191
(15)
Commercial41,702
1,797
4.25
 39,363
1,621
4.06
 2,339
19
Commercial real estate13,160
628
4.71
 12,299
557
4.47
 861
24
Leases2,694
77
2.84
 3,038
82
2.71
 (344)13
Total commercial loans and leases57,556
2,502
4.29
 54,700
2,260
4.08
 2,856
21
Residential mortgages19,308
687
3.56
 17,883
644
3.60
 1,425
(4)
Home equity loans939
57
6.09
 1,215
72
5.91
 (276)18
Home equity lines of credit12,276
611
4.98
 13,043
592
4.54
 (767)44
Home equity loans serviced by others343
27
7.98
 463
34
7.36
 (120)62
Home equity lines of credit serviced by others87
5
5.04
 124
5
4.23
 (37)81
Automobile12,047
506
4.20
 12,555
461
3.68
 (508)52
Education9,415
555
5.89
 8,486
487
5.74
 929
15
Credit cards2,083
211
10.10
 1,891
202
10.68
 192
(58)
Other retail3,846
280
7.27
 3,113
253
8.09
 733
(82)
Total retail loans60,344
2,939
4.87
 58,773
2,750
4.68
 1,571
19
Total loans and leases (1)
117,900
5,441
4.59
 113,473
5,010
4.39
 4,427
20
Loans held for sale, at fair value1,689
63
3.74
 844
37
4.38
 845
(64)
Other loans held for sale251
13
5.10
 164
10
6.18
 87
(108)
Interest-earning assets146,814
6,189
4.19
 141,299
5,758
4.05
 5,515
14
Allowance for loan and lease losses(1,244)   (1,245)   1
 
Goodwill7,036
   6,912
   124
 
Other noninterest-earning assets9,570
   7,587
   1,983
 
Total assets
$162,176
   
$154,553
   
$7,623
 
Liabilities and Stockholders’ Equity          
Checking with interest
$23,470

$203
0.87% 
$21,856

$138
0.63% 
$1,614
24 bps
Money market accounts36,613
450
1.23
 36,497
343
0.94
 116
29
Regular savings13,247
75
0.57
 10,238
15
0.15
 3,009
42
Term deposits21,035
427
2.03
 18,035
289
1.61
 3,000
42
Total interest-bearing deposits94,365
1,155
1.22
 86,626
785
0.91
 7,739
31
Federal funds purchased and securities sold under agreements to repurchase (2)
599
8
1.36
 654
6
0.94
 (55)42
Other short-term borrowed funds(3)
66
2
2.50
 467
9
2.10
 (401)40
Long-term borrowed funds(3)
13,014
410
3.14
 14,796
426
2.86
 (1,782)28
Total borrowed funds13,679
420
3.06
 15,917
441
2.76
 (2,238)30
Total interest-bearing liabilities108,044
1,575
1.46
 102,543
1,226
1.19
 5,501
27
Demand deposits28,936
   29,231
   (295) 
Other liabilities3,683
   2,651
   1,032
 
Total liabilities140,663
   134,425
   6,238
 
Stockholders’ equity21,513
   20,128
   1,385
 
Total liabilities and stockholders’ equity
$162,176
   
$154,553
   
$7,623
 
Interest rate spread  2.73%   2.86%  (13)
Net interest income and net interest margin 
$4,614
3.14%  
$4,532
3.21%  (7)
Net interest income and net interest margin, FTE(4)
 
$4,635
3.16%  
$4,554
3.22%  (6) bps
Memo: Total deposits (interest-bearing and demand)
$123,301

$1,155
0.94% 
$115,857

$785
0.68% 
$7,444
26 bps

Table 2: Major Components of Net Interest Income
Year Ended December 31,
20202019Change
(dollars in millions)
Average
Balances
Income/
Expense
Yields/
Rates
Average
Balances
Income/
Expense
Yields/
Rates
Average
Balances
Yields/
Rates (bps)
Assets
Interest-bearing cash and due from banks and deposits in banks$6,175 $11 0.18 %$1,544 $30 1.94 %$4,631 (176) bps
Taxable investment securities25,160 519 2.06 25,425 642 2.51 (265)(45)
Non-taxable investment securities— 2.60 — 2.60 (1)
Total investment securities25,164 519 2.06 25,430 642 2.51 (266)(45)
Commercial and industrial46,255 1,582 3.36 41,702 1,797 4.25 4,553 (89)
Commercial real estate14,452 438 2.98 13,160 628 4.71 1,292 (173)
Leases2,365 64 2.71 2,694 77 2.84 (329)(13)
Total commercial63,072 2,084 3.25 57,556 2,502 4.29 5,516 (104)
Residential mortgages19,178 618 3.22 19,308 687 3.56 (130)(34)
Home Equity12,607 461 3.66 13,645 700 5.13 (1,038)(147)
Automobile12,064 517 4.29 12,047 506 4.20 17 9
Education11,165 560 5.02 9,415 555 5.89 1,750 (87)
Other retail6,458 479 7.41 5,929 491 8.27 529 (86)
Total retail61,472 2,635 4.29 60,344 2,939 4.87 1,128 (58)
Total loans and leases (1)
124,544 4,719 3.76 117,900 5,441 4.59 6,644 (83)
Loans held for sale, at fair value2,772 75 2.72 1,689 63 3.74 1,083 (102)
Other loans held for sale620 33 5.22 251 13 5.10 369 12
Interest-earning assets159,275 5,357 3.35 146,814 6,189 4.19 12,461 (84)
Allowance for loan and lease losses(2,218)(1,244)(974)
Goodwill7,049 7,036 13 
Other noninterest-earning assets12,336 9,570 2,766 
Total assets$176,442 $162,176 $14,266 
Liabilities and Stockholders’ Equity
Checking with interest$26,002 $64 0.24 %$23,470 $203 0.87 %$2,532 (63) bps
Money market accounts44,732 192 0.43 36,613 450 1.23 8,119 (80)
Regular savings16,144 50 0.31 13,247 75 0.57 2,897 (26)
Term deposits14,309 203 1.42 21,035 427 2.03 (6,726)(61)
Total interest-bearing deposits101,187 509 0.50 94,365 1,155 1.22 6,822 (72)
Short-term borrowed funds334 0.52 665 10 1.47 (331)(95)
Long-term borrowed funds10,853 260 2.39 13,014 410 3.14 (2,161)(75)
Total borrowed funds11,187 262 2.33 13,679 420 3.06 (2,492)(73)
Total interest-bearing liabilities112,374 771 0.69 108,044 1,575 1.46 4,330 (77)
Demand deposits37,553 28,936 8,617 
Other liabilities4,280 3,683 597 
Total liabilities154,207 140,663 13,544 
Stockholders’ equity22,235 21,513 722 
Total liabilities and stockholders’ equity$176,442 $162,176 $14,266 
Interest rate spread2.66 %2.73 %(7)
Net interest income and net interest margin$4,586 2.88 %$4,614 3.14 %(26)
Net interest income and net interest margin, FTE(2)
$4,599 2.89 %$4,635 3.16 %(27)
Memo: Total deposits (interest-bearing and demand)$138,740 $509 0.37 %$123,301 $1,155 0.94 %$15,439 (57) bps
(1) Interest income and rates on loans include loan fees. Additionally, $778 million$1.0 billion and $836$728 million of average nonaccrual loans were included in the average loan balances used to determine the average yield on loans for December 20192020 and 2018,2019, respectively.
(2)Balances are net of certain short-term receivables associated with reverse repurchase agreements, as applicable. Interest expense includes the full cost of the repurchase agreements and certain hedging costs.
(3)Beginning in the first quarter of 2019, borrowed funds balances and the associated interest expense are classified based on original maturity. Prior periods have been adjusted to conform with the current period presentation.
(4) Net interest income and net interest margin is presented on a fully taxable-equivalent (“FTE”) basis using the federal statutory tax rate of 21%. The FTE impact is predominantly attributable to commercial and industrial loans for the periods presented.


Citizens Financial Group, Inc. | 41


Net interest income of $4.6 billion increased $82decreased $28 million, reflecting 4%8% average interest-earning asset growth, partiallyincluding the addition of PPP loans, and improvements in funding mix and deposit pricing that were more than offset by a 726 basis point decrease in net interest margin given the lower rate and challenging yield curve environment.
Net interest margin of 3.14% decreased 7 basis points compared to 3.21% in 2018, driven by higher funding costs tied to modestly higher short-term rates and higher securities premium amortization tied to significantly lower long-term rates. These results were partially offset by the benefit of higher interest-earning asset yields, given continued mix shift toward more attractive risk-adjusted return portfolios and modestly higher short-term rates. Net interest margin on an FTE basis of 3.16%2.89% decreased 627 basis points compared to 3.22%3.16% in 2018.2019, primarily reflecting the impact of lower interest rates and elevated cash balances given strong deposit flows (elevated cash balances drove 8 basis points of the decline), partially offset by improved funding mix and deposit
Citizens Financial Group, Inc. | 44


pricing. Average interest-earning asset yields of 4.19% increased 143.35% decreased 84 basis points from 4.05%4.19% in 2018,2019, while average interest-bearing liability costs of 1.46% increased 270.69% decreased 77 basis points from 1.19%1.46% in 2018.2019, reflecting strong pricing discipline.
Average interest-earning assets of $146.8$159.3 billion increased $5.5$12.5 billion, or 4%8%, from 2018,2019, driven by a $2.9$5.5 billion increase in average commercial loans, and leases, a $1.6$4.4 billion increase in average retail loans, a $932 million increase in average total loans held for sale, and a $156 million increase in total investment securities and interest-bearing cash and due from banks and deposits in banks. Total commercial loanbanks, a $1.5 billion increase in average total loans held for sale and leasea $1.1 billion increase in average retail loans. Commercial growth was driven by commercial and industrial (primarily PPP loans) and commercial real estate. Retail loan growth was driven by residential mortgage, education credit cards and other retail.retail, partially offset by home equity.
Average deposits of $123.3$138.7 billion increased $7.4$15.4 billion from 2018, reflecting growth2019, as a result of government stimulus benefiting consumers and small businesses and clients building liquidity given COVID-19 disruption. Increases in demand deposits, money market accounts, savings, term deposits,and checking with interest, and money market accounts,were partially offset by a declinedecrease in demandterm deposits. Total interest-bearing deposit costs of $509 million decreased $646 million, or 56%, from $1.2 billion increased $370 million, or 47%, from $785 million in 2018,2019, primarily due to higher short-term ratesa lower rate environment and average deposit growth.strong pricing discipline.
Average total borrowed funds of $13.7$11.2 billion decreased $2.2$2.5 billion from 2018, reflecting a decrease in other short-term borrowed funds, a decrease in long-term borrowed funds,2019 as strong deposit flows allowed for significantly lower levels of borrowings, with FHLB advances near zero at period-end and a decreasereduction in federal funds purchasedsenior and repurchase agreements.subordinated debt. Total borrowed funds costs of $420$262 million decreased $21$158 million from 2018.2019. The total borrowed funds cost of 3.06% increased 302.33% decreased 73 basis points from 2.76%3.06% in 20182019 due to an increase in short-term rates and a mix shift to long-term senior debt.the impact of COVID-19 on the rate environment.

Table 3: Changes in Net Interest Income Due to Average Volume and Average Rate
Year Ended December 31,
2020 Versus 2019
(in millions)
Average Volume(1)
Average Rate(1)
Net Change
Interest Income
Interest-bearing cash and due from banks and deposits in banks$90 ($109)($19)
Taxable investment securities(7)(116)(123)
  Total investment securities(7)(116)(123)
Commercial and industrial194 (409)(215)
Commercial real estate61 (251)(190)
Leases(9)(4)(13)
     Total commercial246 (664)(418)
Residential mortgages(5)(64)(69)
Home Equity(52)(187)(239)
Automobile10 11 
Education103 (98)
Other retail44 (56)(12)
      Total retail91 (395)(304)
      Total loans and leases337 (1,059)(722)
Loans held for sale, at fair value41 (29)12 
Other loans held for sale19 20 
Total interest income$480 ($1,312)($832)
Interest Expense
Checking with interest$22 ($161)($139)
Money market accounts100 (358)(258)
Regular savings16 (41)(25)
Term deposits(136)(88)(224)
Total interest-bearing deposits(648)(646)
Short-term borrowed funds(5)(3)(8)
Long-term borrowed funds(56)(94)(150)
      Total borrowed funds(61)(97)(158)
Total interest expense(59)(745)(804)
Net interest income$539 ($567)($28)

Citizens Financial Group, Inc. | 42


The following table presents the change in interest income and interest expense due to changes in both average volume and average rate. (1) Volume and rate changes have been allocated on a consistent basis using the respective percentage changes in average balances and average rates.
 Year Ended December 31,
 2019 Versus 2018
(in millions)Average VolumeAverage RateNet Change
Interest Income   
Interest-bearing cash and due from banks and deposits in banks
($1)
$2

$1
Taxable investment securities5
(35)(30)
  Total investment securities5
(35)(30)
Commercial95
81
176
Commercial real estate38
33
71
Leases(9)4
(5)
     Total commercial loans and leases124
118
242
Residential mortgages51
(8)43
Home equity loans(16)1
(15)
Home equity lines of credit(35)54
19
Home equity loans serviced by others(9)2
(7)
Home equity lines of credit serviced by others(2)2

Automobile(19)64
45
Education53
15
68
Credit cards21
(12)9
Other retail59
(32)27
      Total retail loans103
86
189
      Total loans and leases227
204
431
Loans held for sale, at fair value37
(11)26
Other loans held for sale5
(2)3
Total interest income
$273

$158

$431
Interest Expense   
Checking with interest
$10

$55

$65
Money market accounts1
106
107
Regular savings5
55
60
Term deposits48
90
138
Total interest-bearing deposits64
306
370
Federal funds purchased and securities sold under agreements to repurchase(1)3
2
Other short-term borrowed funds(8)1
(7)
Long-term borrowed funds(51)35
(16)
      Total borrowed funds(60)39
(21)
Total interest expense4
345
349
Net interest income
$269

($187)
$82


Citizens Financial Group, Inc. | 4345



Noninterest Income
chart-eb8adc3749c15d13897.jpg
The following table presents the significant components of our noninterest income:
 Year Ended December 31,    
(in millions)2019
 2018
 Change
 Percent
Service charges and fees
$505
 
$513
 
($8) (2%)
Mortgage banking fees302
 152
 150
 99
Card fees254
 244
 10
 4
Capital markets fees216
 179
 37
 21
Trust and investment services fees202
 171
 31
 18
Foreign exchange and interest rate products155
 126
 29
 23
Letter of credit and loan fees135
 128
 7
 5
Securities gains, net19
 19
 
 
Other income(1)
89
 64
 25
 39
Noninterest income
$1,877
 
$1,596
 
$281
 18%
cfg-20201231_g4.jpg

Table 4: Noninterest Income
Year Ended December 31,
(in millions)20202019ChangePercent
Mortgage banking fees$915 $302 $613 203 %
Service charges and fees403 505 (102)(20)
Capital markets fees250 216 34 16 
Card fees217 254 (37)(15)
Trust and investment services fees203 202 — 
Letter of credit and loan fees140 135 
Foreign exchange and interest rate products120 155 (35)(23)
Securities gains, net19 (15)(79)
Other income(1)
67 89 (22)(25)
Noninterest income$2,319 $1,877 $442 24 %
(1) Includes bank-owned life insurance income and other income for all periods presented, and net impairment losses recognized in earnings on available for sale debt securities bank-owned life insurance income and other income.for the 2019 period.


Noninterest income of $2.3 billion increased $281$442 million, or 24%, from 2018,2019, reflecting recordincreased mortgage banking fees due to higher origination volumes and gain on sale margins, and capital markets fees. These results were partially offset by lower service charges and fees and trust investment servicescard fees which included the impact of Acquisitions and, along with higheras well as lower foreign exchange and interest rate products revenue, reflected the benefit of investments to broaden and enhance our capabilities.reflecting challenging market conditions. Results also reflected increaseddecreased securities gains and other income due to highergiven lower leasing income including $7 million associated with a lease restructuring transaction, and lower gains related to asset dispositions, tied to balance sheet optimization and efficiency initiatives.

partially offset by gain on sale of education loans.
Citizens Financial Group, Inc. | 4446



Noninterest Expense
chart-0f1a29832a8d5423bee.jpg
The following table presents the significant components of our noninterest expense:
 Year Ended December 31,    
(in millions)2019
 2018
 Change
 Percent
Salaries and employee benefits
$2,026
 
$1,880
 
$146
 8%
Equipment and software expense(1)
514
 464
 50
 11
Outside services498
 447
 51
 11
Occupancy333
 333
 0
 
Other operating expense476
 495
 (19) (4)
Noninterest expense
$3,847
 
$3,619
 
$228
 6%
cfg-20201231_g5.jpg
(1) In 2019, we combined our presentation of equipment and expense and amortization of software into equipment and software expense. Prior periods have been adjusted to conform with the current period presentation.

Table 5: Noninterest Expense
Year Ended December 31,
(in millions)20202019ChangePercent
Salaries and employee benefits$2,123 $2,026 $97 %
Equipment and software expense565 514 51 10 
Outside services553 498 55 11 
Occupancy331 333 (2)(1)
Other operating expense419 476 (57)(12)
Noninterest expense$3,991 $3,847 $144 %

Noninterest expense of $3.8$4.0 billion in 20192020 increased $228$144 million, or 6%4%, compared to 2018, reflecting2019, reflecting higher salaries and employee benefits, reflecting strong mortgage production, outside services, tied to growth initiatives, and an increase in equipment and software expense, and included the impact of Acquisitions as well asgiven continued investments to diversify our platform and drive future revenue growth.in technology. These results were partially offset by lower other operating expense largely tied togiven a reductiondecline in FDIC insurance premiums. travel, pension, and advertising expenses. Underlying noninterest expense increased $214$87 million, or 6%2%, due to the reasons listed above.


Citizens Financial Group, Inc. | 4547



Provision for Credit Losses
chart-32383d56e17d5b688bb.jpgcfg-20201231_g6.jpg
The provision for loan and leasecredit losses is the result of a detailed analysis performed to estimate an appropriate and adequateour ACL. The total provision for credit losses includes the provision for loan and lease losses as well asand the provision for unfunded commitments. Refer to “—Analysis of Financial Condition — Allowance for Credit Losses and Nonperforming Assets”Nonaccruing Loans and Leases” for more information.
Provision for credit losses of $393$1.6 billion included a $923 million reserve build primarily associated with the impact of the COVID-19 pandemic and associated lockdowns on our loan portfolio, which resulted in a sudden rise in unemployment and drop in GDP. Net charge-offs of $693 million increased $67$263 million or 21%, from $326 million in 2018,2019, which reflected a small number of uncorrelated lossescharge-offs in our commercial portfolio concentrated in certain sub-categories, including retail real estate, metals and mining, energy and related, and casual dining, as well as the impact of continued seasoning in retail growth portfolios, and loan growth. Full year 2019 results reflected a $37 million ACL release, compared to $9 million ACL build in 2018. Net charge-offs in 2019 of $430 million increased $113 million compared to 2018.
    
Income Tax Expense
chart-71af2eecf63e577cb52.jpgcfg-20201231_g7.jpg
Income tax expense of $241 million decreased $219 million from $460 million decreased $2 million from $462 million in 2018.2019. The 20192020 effective tax rate of 20.4%18.5% decreased from 21.2%20.4% in 2018, largely reflecting legacy tax matters, a2019, driven by the increased benefit from an operational restructure, a reduction in non-deductible FDIC insurance premiums and an increase in benefits from tax advantagedof tax-advantaged investments partially offset by a benefit related to 2017 Tax Legislation in 2018. On anon lower pre-tax income. An Underlying basis, the effective income tax rate decreasedof 19.9% in 2020 compared to 22.0% from 22.5% in 2018, primarily attributable to the reduction in non-deductible FDIC insurance premiums and an increase in benefits from tax advantaged investments.

2019.
Citizens Financial Group, Inc. | 4648



Business Operating Segments
We have two business operating segments: Consumer Banking and Commercial Banking. Segment results are derived by specifically attributing managed assets, liabilities, capital and related revenues, provision for credit losses, income taxeswhich, at the segment level, is equal to net charge-offs, and other expenses. The residual difference between the consolidated provision for credit losses and the business operating segments’ net charge-offs is reflected in Other.
Non-segment operations are classified as Other, which includes corporate functions, the Treasury function, the securities portfolio, wholesale funding activities, intangible assets not directly allocated to a business operating segment, community development, non-core assets, and other unallocated assets, liabilities, capital, revenues, expenses, and residual provision for credit losses, expenses and income tax expense. For a description of non-core assets, see “—Analysis of Financial Condition — Allowance for Credit Losses and Nonperforming Assets — Non-Core Assets.” In addition, Other includes goodwill not directly assignedallocated to a business operating segment and any associated goodwill impairment charges. For impairment testing purposes, we assignallocate all goodwill to our Consumer andBanking and/or Commercial Banking reporting units.
Our capital levels are evaluated and managed centrally; however, capital is allocated on a risk-adjusted basis to the business operating segments to support evaluation of business performance. Because funding and asset liability management is a central function, funds transfer-pricing (“FTP”) methodologies are utilized to allocate a cost of funds used, or credit for the funds provided, to all business operating segment assets, liabilities and capital, respectively, using a matched-funding concept. The residual effect on net interest income of asset/liability management, including the residual net interest income related to the FTP process, is included in Other. We periodically evaluate and refine our methodologies used to measure financial performance of our business operating segments.
Provision for credit losses is allocated to each business operating segment based on respective actual net charge-offs. The residual difference between the consolidated provision for credit losses and the business operating segments’ net charge-offs is reflected in Other.
Noninterest income and expense are directly attributed to each business operating segment, including fees, service charges, salaries and benefits, and other direct revenues and costs and are respectively accounted for in a manner similar to our Consolidated Financial Statements. Occupancy costs are allocated based on utilization of facilities by each business operating segment. Noninterest expenses incurred by centrally managed operations or business operating segments that directly support another business operating segment’s operations are charged to the applicable business operating segment based on its utilization of those services.
Income tax expense is assessed to each business operating segment at a standard tax rate with the residual tax expense or benefit to arrive at the consolidated effective tax rate included in Other.
Developing and applying methodologies used to allocate items among the business operating segments is a dynamic process. Accordingly, financial results may be revised periodically as management systems are enhanced, methods of evaluating performance or product lines are updated, or our organizational structure changes.

Citizens Financial Group, Inc. | 4749


The following table presents certain financial data of our business operating segments. Total business operating segment financial results differ from total consolidated net income. These differences are reflected in Other non-segment operations. See Note 25 in Item 8 for further information.
Table 6: Selected Financial Data for Business Operating SegmentsTable 6: Selected Financial Data for Business Operating Segments
As of and for the Year Ended December 31, As of and for the Year Ended December 31,As of and for the Year Ended December 31,As of and for the Year Ended December 31,
2019 2018 2019 20182020201920202019
(dollars in millions)Consumer Banking Commercial Banking(dollars in millions)Consumer BankingCommercial Banking
Net interest income
$3,182
 
$3,064
 
$1,466
 
$1,497
Net interest income$3,311 $3,182 $1,643 $1,466 
Noninterest income1,156
 973
 607
 545
Noninterest income1,655 1,156 595 607 
Total revenue4,338
 4,037
 2,073
 2,042
Total revenue4,966 4,338 2,238 2,073 
Noninterest expense2,851
 2,723
 858
 813
Noninterest expense2,964 2,851 860 858 
Profit before provision for credit losses1,487
 1,314
 1,215
 1,229
Profit before provision for credit losses2,002 1,487 1,378 1,215 
Provision for credit losses325
 289
 97
 26
Net charge-offsNet charge-offs288 325 398 97 
Income before income tax expense1,162
 1,025
 1,118
 1,203
Income before income tax expense1,714 1,162 980 1,118 
Income tax expense287
 258
 248
 276
Income tax expense429 287 206 248 
Net income
$875
 
$767
 
$870
 
$927
Net income$1,285 $875 $774 $870 
Average Balances:       Average Balances:
Total assets
$66,240
 
$62,444
 
$55,947
 
$52,362
Total assets$72,022 $66,240 $60,839 $55,947 
Total loans and leases(1)
63,396
 60,691
 54,355
 51,344
Total loans and leases(1)(2)
Total loans and leases(1)(2)
68,237 63,396 57,935 54,355 
Deposits84,835
 77,542
 31,085
 30,704
Deposits91,541 84,835 40,417 31,085 
Interest-earning assets63,449
 60,743
 54,666
 51,572
Interest-earning assets68,535 63,449 58,334 54,666 
(1) Includes LHFS.
(2) The majority of PPP loans are reflected in Consumer Banking in accordance with how they are managed.

Consumer Banking
Net interest income increased $118 $129 million, or 4%, from 2018,2019, driven by the benefit of a $2.7$4.8 billion increase in average loans led by residential, education, other retail and unsecured personal loans.the impact of the PPP loan program, partially offset by lower deposit margins driven by the low rate environment. Noninterest income increased $183 $499 million, or 19%43%, from 2018,2019, driven by higher mortgage banking trustfees (reflecting strong origination volumes and investment servicesgain on sale margins) and other income (gain on sale of education loans), partially offset by lower service charges and fees (higher deposit balances and lower transaction volumes) and card fees and included the impact of Acquisitions.(lower transaction volumes). Noninterest expense increased $128$113 million, or 5%4%, from 2018,2019, reflecting higher salaries and employee benefits costs tied to higher mortgage origination volumes and outside services and includedPPP loans. Net charge-offs of $288 million decreased $37 million, or 11%, reflecting the impact of Acquisitions. Provision for credit losses of $325 million increased $36 million, or 12%, reflecting higher net charge-offs given expected seasoning in growth portfolios.loan forbearance programs.
Commercial Banking
Net interest income of $1.5$1.6 billion decreased $31$177 million, or 12%, from 2019, primarily due to the low rate environment, partially offset by higher loan and lower-costing deposit volume. Noninterest income of $595 million decreased $12 million, or 2%, from 2018, reflecting the impact of$607 million in 2019, as higher deposit costs, partiallycapital markets fees were offset by loan growth. Noninteresta decrease in other income of $607 million increased $62 million, or 11%, from $545 million in 2018, driven by an increase in capital market and foreign exchange and interest rate product fees.products. Noninterest expense of$860 million increased $858 million increased $45$2 million, from $813858 million in 20182019, driven by higher salaries and employee benefits, expensepartially offset by lower travel costs. Provision for credit losses Net charge-offs of $97$398 million increased $71 $301 million from 2018,2019, driven by higher net charge-offs from a small numberthe impact of uncorrelated losses.COVID-19 and associated lockdowns, primarily in the retail real estate, metals and mining, energy and related, and casual dining industries.
RESULTS OF OPERATIONS — 20182019 compared with 20172018
For a description of our results of operations for 2018,2019, see the “Results of Operations — 20182019 compared with 2017”2018” section of Item 7 in our 20182019 Form 10-K.



Citizens Financial Group, Inc. | 4850



ANALYSIS OF FINANCIAL CONDITION
Securities
The following table presents our AFS and HTM securities:
Table 7: Amortized Cost and Fair Value of AFS and HTM Securities
December 31, 2020December 31, 2019December 31, 2018
(in millions)Amortized
Cost
Fair ValueAmortized
Cost
Fair ValueAmortized
Cost
Fair Value
U.S. Treasury and other$11 $11 $71 $71 $24 $24 
State and political subdivisions
Mortgage-backed securities, at fair value:
Federal agencies and U.S. government sponsored entities21,954 22,506 19,803 19,875 20,211 19,634 
Other/non-agency396 422 638 662 236 232 
Total mortgage-backed securities, at fair value22,350 22,928 20,441 20,537 20,447 19,866 
Total debt securities available for sale, at fair value$22,364 $22,942 $20,517 $20,613 $20,476 $19,895 
Mortgage-backed securities, at cost:
Federal agencies and U.S. government sponsored entities$2,342 $2,464 $3,202 $3,242 $3,425 $3,293 
Other/non-agency— — — — 740 748 
Total mortgage-backed securities, at cost$2,342 $2,464 $3,202 $3,242 $4,165 $4,041 
Asset-backed securities, at cost$893 $893 $— $— $— $— 
Total debt securities held to maturity$3,235 $3,357 $3,202 $3,242 $4,165 $4,041 
Total debt securities available for sale and held to maturity$25,599 $26,299 $23,719 $23,855 $24,641 $23,936 
Equity securities, at fair value$66 $66 $47 $47 $181 $181 
Equity securities, at cost604 604 807 807 834 834 
 December 31, 2019 December 31, 2018 December 31, 2017 Changes in Fair Value from 2019-2018
(in millions)
Amortized
Cost
Fair Value 
Amortized
Cost
Fair Value 
Amortized
Cost
Fair Value 
U.S. Treasury and other
$71

$71
 
$24

$24
 
$12

$12
 
$47
196%
State and political subdivisions5
5
 5
5
 6
6
 

Mortgage-backed securities, at fair value:           
Federal agencies and U.S. government sponsored entities19,803
19,875
 20,211
19,634
 20,065
19,828
 241
1
Other/non-agency638
662
 236
232
 311
311
 430
185
Total mortgage-backed securities, at fair value20,441
20,537
 20,447
19,866
 20,376
20,139
 671
3
Total debt securities available for sale, at fair value
$20,517

$20,613
 
$20,476

$19,895
 
$20,394

$20,157
 
$718
4%
Mortgage-backed securities, at cost:           
Federal agencies and U.S. government sponsored entities
$3,202

$3,242
 
$3,425

$3,293
 
$3,853

$3,814
 
($51)(2%)
Other/non-agency

 740
748
 832
854
 (748)(100)
Total mortgage-backed securities, at cost
$3,202

$3,242
 
$4,165

$4,041
 
$4,685

$4,668
 
($799)(20%)
Total debt securities held to maturity
$3,202

$3,242
 
$4,165

$4,041
 
$4,685

$4,668
 
($799)(20%)
Total debt securities available for sale and held to maturity
$23,719

$23,855
 
$24,641

$23,936
 
$25,079

$24,825
 
($81)%
Equity securities, at fair value
$47

$47
 
$181

$181
 
$169

$169
 
($134)(74%)
Equity securities, at cost807
807
 834
834
 722
722
 (27)(3)
Total equity securities
$854

$854
 
$1,015

$1,015
 
$891

$891
 
($161)(16%)

Our securities portfolio is managed to maintain prudent levels of liquidity, credit quality and market risk while achieving appropriate returns that align with our overall portfolio management strategy. The portfolio includes high quality, highly liquid investments reflecting our ongoing commitment to appropriate contingent liquidity levels and pledging capacity. U.S. government-guaranteed notes and GSE-issued mortgage-backed securities represent 97%95% of the fair value of our debt securities portfolio holdings. Holdings backed by mortgages dominate our portfolio and facilitate our ability to pledge those securities to the FHLB for collateral purposes.
The fair value of the AFS debt securities portfolio of $22.9 billion at December 31, 2020 increased $2.3 billion from $20.6 billion at December 31, 2019 increased $718 million from $19.9 billion at December 31, 2018 largely reflecting the impactan increase of the transfer of$1.8 billion related to reinvestment timing and a net $740$482 million increase in securitiesvalue from HTM to AFS upon the adoption of ASU 2017–12, Targeted Improvements to Accounting for Hedging Activities, and lower long-term rates. The fair value of the HTM debt securities portfolio decreased $799$115 million largely reflecting portfolio runoff, partially offset by the net impactreclass of the transfer discussed above.certain ABS. In September 2020, we purchased $813 million of asset-backed securities, which were recorded as AFS; however, in October 2020, management transferred these securities to HTM after concluding to hold these securities through maturity. For further information, see Note 1 in Item 8.
As of December 31, 2019,2020, the portfolio’s average effective duration was 3.72.7 years compared with 4.43.7 years as of December 31, 2018,2019, as lower long-term rates drove an increase in both actual and projected securities prepayment speeds. We manage our securities portfolio duration and convexity risk through asset selection and securities structure, and maintain duration levels within our risk appetite in the context of the broader interest rate risk in the banking book framework and limits.


Citizens Financial Group, Inc. | 4951


The following table presents an analysis of the amortized cost, remaining contractual maturities, and weighted-average yields by contractual maturity for our debt securities portfolio.
Table 8: Amortized Cost and Fair Value of AFS and HTM Securities by Contractual Maturity
As of December 31, 2020
Distribution of Maturities(1)
(dollars in millions)Due in 1 Year or LessDue After 1
Through 5
Years
Due After 5
Through 10
Years
Due After 10
Years
Total
Amortized cost:
U.S. Treasury and other$11 $— $— $— $11 
State and political subdivisions— — — 
Mortgage-backed securities:
Federal agencies and U.S. government sponsored entities127 1,616 20,210 21,954 
Other/non-agency— — — 396 396 
Total debt securities available for sale12 127 1,616 20,609 22,364 
Mortgage-backed securities:
Federal agencies and U.S. government sponsored entities— — — 2,342 2,342 
Asset-backed securities— — 893 — 893 
Total debt securities held to maturity— — 893 2,342 3,235 
Total amortized cost of debt securities (2)
$12 $127 $2,509 $22,951 $25,599 
Weighted-average yield (3)(4)
0.63 %2.16 %2.48 %2.27 %2.29 %
(1) Expected maturities may differ from contractual maturities because issuers may have the right to call or prepay obligations with or without incurring penalties.
 As of December 31, 2019
 Distribution of Maturities
(dollars in millions)Due in 1 Year or LessDue After 1
Through 5
Years
Due After 5
Through 10
Years
Due After 10
Years
Total
Amortized cost:     
U.S. Treasury and other
$71

$—

$—

$—

$71
State and political subdivisions


5
5
Mortgage-backed securities:     
Federal agencies and U.S. government sponsored entities
215
1,534
18,054
19,803
Other/non-agency


638
638
Total debt securities available for sale71
215
1,534
18,697
20,517
Mortgage-backed securities:     
Federal agencies and U.S. government sponsored entities


3,202
3,202
Other/non-agency




Total debt securities held to maturity


3,202
3,202
Total amortized cost of debt securities (1)

$71

$215

$1,534

$21,899

$23,719
Weighted-average yield (2)(3)
2.03%1.95%2.38%2.61%2.59%
(1)(2) As of December 31, 2019,2020, no investment exceeded 10% of Stockholders’ Equity.
(2) (3) Yields on tax-exempt securities are not computed on a tax-equivalent basis.
(3) (4) Yields exclude the impact of hedging activity.

Loans and Leases
Table 9: Composition of Loans and Leases, Excluding LHFS
December 31,Changes from 2020-2019
(in millions)20202019201820172016$%
Commercial and industrial (1) (2)
$44,173 $41,479 $40,857 $37,562 $37,274 $2,694 %
Commercial real estate14,652 13,522 13,023 11,308 10,624 1,130 
Leases1,968 2,537 2,903 3,161 3,753 (569)(22)
Total commercial (1)
60,793 57,538 56,783 52,031 51,651 3,255 
Residential mortgages19,539 19,083 18,978 17,045 15,115 456 
Home equity (3)
12,149 13,154 14,286 15,566 16,927 (1,005)(8)
Automobile12,153 12,120 12,106 13,204 13,938 33 — 
Education12,308 10,347 8,900 8,134 6,610 1,961 19 
Other retail (4)
6,148 6,846 5,607 4,637 3,428 (698)(10)
Total retail62,297 61,550 59,877 58,586 56,018 747 
Total loans and leases$123,090 $119,088 $116,660 $110,617 $107,669 $4,002 %
(1) The following table presentscommercial loan class has been renamed commercial and industrial, and the composition ofcommercial loans and leases:leases loan segment has been renamed commercial.
(2) The December 31, 2020 commercial and industrial balance included PPP loans fully guaranteed by the SBA.
 December 31, Changes from 2019-2018
(in millions)2019
 2018
 2017
 2016
 2015
 $ %
Commercial
$41,479
 
$40,857
 
$37,562
 
$37,274
 
$33,264
 
$622
 2 %
Commercial real estate13,522
 13,023
 11,308
 10,624
 8,971
 499
 4
Leases2,537
 2,903
 3,161
 3,753
 3,979
 (366) (13)
Total commercial loans and leases57,538
 56,783
 52,031
 51,651
 46,214
 755
 1
Residential mortgages19,083
 18,978
 17,045
 15,115
 13,318
 105
 1
Home equity loans812
 1,073
 1,392
 1,858
 2,557
 (261) (24)
Home equity lines of credit11,979
 12,710
 13,483
 14,100
 14,674
 (731) (6)
Home equity loans serviced by others289
 399
 542
 750
 986
 (110) (28)
Home equity lines of credit serviced by others74
 104
 149
 219
 389
 (30) (29)
Automobile12,120
 12,106
 13,204
 13,938
 13,828
 14
 
Education10,347
 8,900
 8,134
 6,610
 4,359
 1,447
 16
Credit cards2,198
 1,991
 1,848
 1,691
 1,634
 207
 10
Other retail4,648
 3,616
 2,789
 1,737
 1,083
 1,032
 29
Total retail loans61,550
 59,877
 58,586
 56,018
 52,828
 1,673
 3
Total loans and leases
$119,088
 
$116,660
 
$110,617
 
$107,669
 
$99,042
 
$2,428
 2%
(3) Beginning in the first quarter of 2020, home equity loans, home equity lines of credit, home equity loans serviced by others and home equity lines of credit serviced by others are included in home equity. Prior periods have been adjusted to conform with the current period presentation.
(4) Beginning in the first quarter of 2020, credit card and other retail are included in other retail. Prior periods have been adjusted to conform with the current period presentation.
Total loans and leases increased $2.4$4.0 billion, or 2%3%, from $116.7$119.1 billion as of December 31, 2018,2019, largely driven by growthcommercial PPP loans to small business customers. Growth in both retail and commercial. Retail loan growth wasloans, driven by education, other retail, credit cardswas muted in part by the sale of education loans in September and residential mortgages, partially offset by run offDecember 2020 amounting to $1.1 billion, inclusive of accrued interest, capitalized interest and fees, and a decline in the home equity portfolio. Commercialand other retail. For further information, see Note 10 in Item 8.
PPP loans to small business customers totaled approximately $4.7 billion for the quarters ended June 30, 2020 and leases growth was driven by geographic, productSeptember 30, 2020, and client-focused expansion strategies$4.2 billion as wellof December 31, 2020. Average PPP loans totaled approximately $3.4 billion, $4.7 billion and $4.5 billion for the quarters ended June 30, 2020, September 30, 2020, and December 31, 2020, respectively. There were no outstanding PPP loans as strength in commercial real estate, partially offset by planned reductions in leases.

of and during the quarter ended March 31, 2020.
Citizens Financial Group, Inc. | 5052



Maturities and Sensitivities of Loans and Leases to Changes in Interest Rates
The following table presents a summary of loans and leases by remaining maturity or repricing date:
 December 31, 2019
(in millions)Due in 1 Year or LessDue After 1 Year Through 5 YearsDue After 5 YearsTotal Loans and Leases
Commercial(1)

$37,374

$2,471

$1,634

$41,479
Commercial real estate(1)
13,015
217
290
13,522
Leases573
1,607
357
2,537
Total commercial loans and leases50,962
4,295
2,281
57,538
Residential mortgages953
2,500
15,630
19,083
Home equity loans13
234
565
812
Home equity lines of credit11,782
51
146
11,979
Home equity loans serviced by others26
245
18
289
Home equity lines of credit serviced by others74


74
Automobile203
6,995
4,922
12,120
Education21
860
9,466
10,347
Credit cards1,747
451

2,198
Other retail453
3,616
579
4,648
Total retail loans15,272
14,952
31,326
61,550
Total loans and leases
$66,234

$19,247

$33,607

$119,088
Loans and leases due after one year at fixed interest rates 
$15,882

$21,776

$37,658
Loans and leases due after one year at variable interest rates 3,365
11,831
15,196
(1) On a maturity basis only, the commercial and commercial real estate loan portfolios maturing in one year or less were $7.4 billion and $2.6 billion, respectively, maturing after one year through five years were $27.8 billion and $9.8 billion, respectively, and maturing after five years were $6.3 billion and $1.1 billion, respectively, asAs of December 31, 2019.     2020, under our COVID-19-related forbearance programs, that are guided by the CARES Act as well as banking regulator interagency guidance, we have deferred payments on:
Approximately $1.4 billion, or 2.3%, of our retail portfolio, for which the weighted average FICO score is 711
94% of customers that exited forbearance are current on payments
Although not required, approximately 42% of our residential mortgage borrowers have made payment while in active forbearance, and the weighted average loan-to-value of the $700 million in residential mortgage loans in active forbearance is 62%.
Approximately $343 million, or 0.6%, of our commercial portfolio, including approximately $53 million, or 1.0%, of our small business portfolio.
The vast majority of these deferrals are not classified as TDRs.
Table 10: Maturities and Sensitivities of Loans and Leases to Changes in Interest Rates
December 31, 2020
(in millions)Due in 1 Year or LessDue After 1 Year Through 5 YearsDue After 5 YearsTotal Loans and Leases
Commercial and industrial$7,678 $31,390 $5,105 $44,173 
Commercial real estate3,710 9,951 991 14,652 
Leases460 1,208 300 1,968 
Total commercial11,848 42,549 6,396 60,793 
Residential mortgages1,033 2,247 16,259 19,539 
Home equity10,179 258 1,712 12,149 
Automobile170 6,801 5,182 12,153 
Education17 1,346 10,945 12,308 
Other retail2,196 3,713 239 6,148 
Total retail13,595 14,365 34,337 62,297 
Total loans and leases$25,443 $56,914 $40,733 $123,090 
Loans and leases due after one year at fixed interest rates$22,848 $22,730 $45,578 
Loans and leases due after one year at variable interest rates34,066 18,003 52,069 
Loan and Lease Concentrations
At December 31, 2019,2020, we did not identify any concentration of loans and leases exceeding 10% of total loans and leases that were not otherwise disclosed as a category of loans and leases. For further information on how we manage concentration exposures, see Note 5 in Item 8.

Citizens Financial Group, Inc. | 5153



Allowance for Credit Losses and Nonperforming AssetsNonaccruing Loans and Leases
The ACL, which consists of an ALLL and a reserve for unfunded lending commitments, is created through charges to the provision for credit losses in order to provide appropriate reserves to absorb future estimated credit losses in accordance with GAAP. For further information on our processes to determine our ACL, see “—Critical Accounting Estimates — Allowance for Credit Losses,” and Note 5 in Item 8.
Summary of Loan and Lease Loss Experience
The following table presents a summary of the changes to our ALLL:
 As of and for the Year Ended December 31,
(dollars in millions)2019 2018 2017 2016 2015
Allowance for Loan and Lease Losses  Beginning:
 
Commercial
$530
 
$541
 
$516
 
$376
 
$388
Commercial real estate138
 121
 99
 111
 61
Leases22
 23
 48
 23
 23
Qualitative (1)

 
 
 86
 72
Total commercial loans and leases690
 685
 663
 596
 544
Residential mortgages36
 44
 55
 46
 63
Home equity loans10
 19
 24
 39
 50
Home equity lines of credit85
 87
 139
 132
 152
Home equity loans serviced by others10
 12
 15
 29
 47
Home equity lines of credit serviced by others3
 4
 4
 3
 11
Automobile127
 139
 127
 106
 58
Education101
 120
 102
 96
 93
Credit cards83
 72
 74
 60
 68
Other retail97
 54
 33
 28
 32
Qualitative (1)

 
 
 81
 77
Total retail loans552
 551
 573
 620
 651
Total allowance for loan and lease losses  beginning

$1,242
 
$1,236
 
$1,236
 
$1,216
 
$1,195

Table 11: Summary of Changes in ALLL and Reserve for Unfunded Commitments
As of and for the Year Ended December 31,
(dollars in millions)20202019201820172016
Allowance for Loan and Lease Losses Beginning:
Commercial and industrial$548 $530 $541 $516 $376 
Commercial real estate107 138 121 99 111 
Leases19 22 23 48 23 
Qualitative
— — — — 86 
Total commercial674 690 685 663 596 
Residential mortgages35 36 44 55 46 
Home equity83 108 122 182 203 
Automobile123 127 139 127 106 
Education116 101 120 102 96 
Other retail221 180 126 107 88 
Qualitative
— — — — 81 
Total retail578 552 551 573 620 
Total allowance for loan and lease losses Beginning
$1,252 $1,242 $1,236 $1,236 $1,216 
Cumulative effect of change in accounting principle:
Commercial and industrial($197)$— $— $— $— 
Commercial real estate(57)— — — — 
Leases78 — — — — 
Total commercial(176)— — — — 
Residential mortgages95 — — — — 
Home equity74 — — — — 
Automobile82 — — — — 
Education298 — — — — 
Other retail80 — — — — 
Total retail loans629 — — — — 
Cumulative effect of change in accounting principle$453 $— $— $— $— 
Allowance for Loan and Lease Losses — Beginning, Adjusted:
Commercial and industrial$351 $530 $541 $516 $376 
Commercial real estate50 138 121 99 111 
Leases97 22 23 48 23 
Qualitative— — — — 86 
Total commercial498 690 685 663 596 
Residential mortgages130 36 44 55 46 
Home equity157 108 122 182 203 
Automobile205 127 139 127 106 
Education414 101 120 102 96 
Other retail301 180 126 107 88 
Qualitative— — — — 81 
Total retail loans1,207 552 551 573 620 
Total allowance for loan and lease losses — beginning, Adjusted$1,705 $1,242 $1,236 $1,236 $1,216 
Citizens Financial Group, Inc. | 52


 As of and for the Year Ended December 31,
(dollars in millions)2019 2018 2017 2016 2015
Gross Charge-offs:         
Commercial
($87) 
($48) 
($62) 
($56) 
($30)
Commercial real estate(39) (4) (13) (14) (6)
Leases(14) 
 
 (9) 
Total commercial loans and leases(140) (52) (75) (79) (36)
Residential mortgages(8) (8) (11) (21) (22)
Home equity loans(5) (6) (11) (16) (34)
Home equity lines of credit(26) (26) (34) (43) (59)
Home equity loans serviced by others(6) (9) (15) (38) (32)
Home equity lines of credit serviced by others(2) (4) (5) (12) (14)
Automobile(143) (158) (181) (160) (117)
Education(72) (68) (59) (52) (51)
Credit cards(81) (68) (61) (58) (59)
Other retail(132) (95) (60) (57) (56)
Total retail loans(475) (442) (437) (457) (444)
Total gross charge-offs
($615) 
($494) 
($512) 
($536) 
($480)
Gross Recoveries:         
Commercial
$24
 
$15
 
$37
 
$21
 
$18
Commercial real estate
 4
 3
 12
 31
Leases
 
 
 
 
Total commercial loans and leases24
 19
 40
 33
 49
Residential mortgages9
 5
 6
 9
 12
Home equity loans10
 11
 13
 18
 11
Home equity lines of credit21
 16
 16
 18
 18
Home equity loans serviced by others14
 15
 18
 19
 17
Home equity lines of credit serviced by others4
 7
 7
 6
 8
Automobile57
 67
 73
 65
 49
Education16
 16
 15
 11
 12
Credit cards9
 8
 7
 8
 8
Other retail21
 13
 12
 14
 12
Total retail loans161
 158
 167
 168
 147
Total gross recoveries
$185
 
$177
 
$207
 
$201
 
$196
Net (Charge-offs)/Recoveries:         
Commercial
($63) 
($33) 
($25) 
($35) 
($12)
Commercial real estate(39) 
 (10) (2) 25
Leases(14) 
 
 (9) 
Total commercial loans and leases(116) (33) (35) (46) 13
Residential mortgages1
 (3) (5) (12) (10)
Home equity loans5
 5
 2
 2
 (23)
Home equity lines of credit(5) (10) (18) (25) (41)
Home equity loans serviced by others8
 6
 3
 (19) (15)
Home equity lines of credit serviced by others2
 3
 2
 (6) (6)
Automobile(86) (91) (108) (95) (68)
Education(56) (52) (44) (41) (39)
Credit cards(72) (60) (54) (50) (51)
Other retail(111) (82) (48) (43) (44)
Total retail loans(314) (284) (270) (289) (297)
Total net charge-offs
($430) 
($317) 
($305) 
($335) 
($284)
Ratio of net charge-offs to average loans and leases(0.36%) (0.28%) (0.28%) (0.32%) (0.30%)

Citizens Financial Group, Inc. | 53


 As of and for the Year Ended December 31,
(dollars in millions)2019 2018 2017 2016 2015
Provision for Loan and Lease Losses(2):
         
Commercial
$81
 
$22
 
$50
 
$117
 
$—
Commercial real estate8
 17
 32
 (17) 25
Leases11
 (1) (25) 34
 
Qualitative (1)

 
 
 (21) 14
Total commercial loans and leases100
 38
 57
 113
 39
Residential mortgages(2) (5) (6) 8
 (7)
Home equity loans(9) (14) (7) (22) 12
Home equity lines of credit(8) 8
 (34) 9
 21
Home equity loans serviced by others(15) (8) (6) (1) (3)
Home equity lines of credit serviced by others(3) (4) (2) 6
 (2)
Automobile82
 79
 120
 99
 116
Education71
 33
 62
 21
 42
Credit cards90
 71
 52
 53
 43
Other retail134
 125
 69
 42
 40
Qualitative (1)

 
 
 27
 4
Total retail loans340
 285
 248
 242
 266
Total provision for loan and lease losses
$440
 
$323
 
$305
 
$355
 
$305
Total Allowance for Loan and Lease Losses  Ending:
         
Commercial548
 530
 
$541
 
$458
 
$376
Commercial real estate107
 138
 121
 92
 111
Leases19
 22
 23
 48
 23
Qualitative (1)

 
 
 65
 86
Total commercial loans and leases674
 690
 685
 663
 596
Residential mortgages35
 36
 44
 42
 46
Home equity loans6
 10
 19
 19
 39
Home equity lines of credit72
 85
 87
 116
 132
Home equity loans serviced by others3
 10
 12
 9
 29
Home equity lines of credit serviced by others2
 3
 4
 3
 3
Automobile123
 127
 139
 110
 106
Education116
 101
 120
 76
 96
Credit cards101
 83
 72
 63
 60
Other retail120
 97
 54
 27
 28
Qualitative (1)

 
 
 108
 81
Total retail loans578
 552
 551
 573
 620
Total allowance for loan and lease losses  ending

$1,252
 
$1,242
 
$1,236
 
$1,236
 
$1,216
Reserve for Unfunded Lending Commitments Beginning

$91
 
$88
 
$72
 
$58
 
$61
Provision for unfunded lending commitments(47) 3
 16
 14
 (3)
Reserve for unfunded lending commitments  ending

$44
 
$91
 
$88
 
$72
 
$58
Total Allowance for Credit Losses  Ending

$1,296
 
$1,333
 
$1,324
 
$1,308
 
$1,274
(1) As of December 31, 2017, we enhanced the method for assessing various qualitative risks, factors and events that may not be measured in the modeled results. The qualitative allowance was presented within each loan class beginning in 2017 and prior periods were not reclassified to conform to the current presentation.
(2) During December 2016, changes to the incurred loss period were reflected as components of the provision for retail property secured products.



Citizens Financial Group, Inc. | 54



Allocation of the Allowance for Loan and Lease Losses
The following table presents an allocation of the ALLL by class and the percent of each class of loans and leases to the total loans and leases:
 December 31,
(dollars in millions)2019 2018 2017 2016 2015
Commercial
$548
35% 
$530
35% 
$541
34% 
$458
35% 
$376
34%
Commercial real estate107
11
 138
11
 121
10
 92
10
 111
9
Leases19
2
 22
3
 23
3
 48
3
 23
4
Qualitative(1)

N/A
 
N/A
 
N/A
 65
N/A
 86
N/A
Total commercial loans and leases674
48
 690
49
 685
47
 663
48
 596
47
Residential mortgages35
16
 36
16
 44
15
 42
14
 46
13
Home equity loans6
1
 10
1
 19
1
 19
2
 39
3
Home equity lines of credit72
10
 85
11
 87
12
 116
13
 132
15
Home equity loans serviced by others3

 10

 12
1
 9
1
 29
1
Home equity lines of credit serviced by others2

 3

 4

 3

 3

Automobile123
10
 127
10
 139
12
 110
13
 106
14
Education116
9
 101
8
 120
7
 76
6
 96
4
Credit cards101
2
 83
2
 72
2
 63
1
 60
2
Other retail120
4
 97
3
 54
3
 27
2
 28
1
Qualitative(1)

N/A
 
N/A
 
N/A
 108
N/A
 81
N/A
Total retail loans578
52
 552
51
 551
53
 573
52
 620
53
Total loans and leases
$1,252
100% 
$1,242
100% 
$1,236
100% 
$1,236
100% 
$1,216
100%
(1) The qualitative allowance was presented within each loan class beginning in 2017 and prior periods were not reclassified to conform to the current presentation.
The ALLL represented 1.05% of total loans and leases and 178% of nonperforming loans and leases as of December 31, 2019 compared with 1.06% and 162%, respectively, as of December 31, 2018.


Table 11: Summary of Changes in ALLL and Reserve for Unfunded Commitments
As of and for the Year Ended December 31,
(dollars in millions)20202019201820172016
Gross Charge-offs:
Commercial and industrial($247)($87)($48)($62)($56)
Commercial real estate(112)(39)(4)(13)(14)
Leases(78)(14)— — (9)
Total commercial(437)(140)(52)(75)(79)
Residential mortgages(7)(8)(8)(11)(21)
Home equity(25)(39)(45)(65)(109)
Automobile(114)(143)(158)(181)(160)
Education(51)(72)(68)(59)(52)
Other retail(209)(213)(163)(121)(115)
Total retail(406)(475)(442)(437)(457)
Total gross charge-offs($843)($615)($494)($512)($536)
Gross Recoveries:
Commercial and industrial$11 $24 $15 $37 $21 
Commercial real estate— 12 
Total commercial12 24 19 40 33 
Residential mortgages
Home equity38 49 49 54 61 
Automobile51 57 67 73 65 
Education16 16 16 15 11 
Other retail27 30 21 19 22 
Total retail138 161 158 167 168 
Total gross recoveries$150 $185 $177 $207 $201 
Net (Charge-offs)/Recoveries:
Commercial and industrial($236)($63)($33)($25)($35)
Commercial real estate(111)(39)— (10)(2)
Leases(78)(14)— — (9)
Total commercial(425)(116)(33)(35)(46)
Residential mortgages(1)(3)(5)(12)
Home equity13 10 (11)(48)
Automobile(63)(86)(91)(108)(95)
Education(35)(56)(52)(44)(41)
Other retail(182)(183)(142)(102)(93)
Total retail(268)(314)(284)(270)(289)
Total net charge-offs($693)($430)($317)($305)($335)
Ratio of net charge-offs to average loans and leases(0.56 %)(0.36 %)(0.28 %)(0.28 %)(0.32 %)
Provision for Loan and Lease Losses:
Commercial and industrial$706 $81 $22 $50 $117 
Commercial real estate421 17 32 (17)
Leases33 11 (1)(25)34 
Qualitative
— — — — (21)
Total commercial1,160 100 38 57 113 
Residential mortgages12 (2)(5)(6)
Home equity(36)(35)(18)(49)(8)
Automobile58 82 79 120 99 
Education(18)71 33 62 21 
Other retail255 224 196 121 95 
Qualitative
— — — — 27 
Total retail271 340 285 248 242 
Total provision for loan and lease losses$1,431 $440 $323 $305 $355 
Citizens Financial Group, Inc. | 55


Risk Elements
Table 11: Summary of Changes in ALLL and Reserve for Unfunded Commitments
As of and for the Year Ended December 31,
(dollars in millions)20202019201820172016
Total Allowance for Loan and Lease Losses Ending:
Commercial and industrial$821 $548 $530 $541 $458 
Commercial real estate360 107 138 121 92 
Leases52 19 22 23 48 
Qualitative— — — — 65 
Total commercial1,233 674 690 685 663 
Residential mortgages141 35 36 44 42 
Home equity134 83 108 122 147 
Automobile200 123 127 139 110 
Education361 116 101 120 76 
Other retail374 221 180 126 90 
Qualitative— — — — 108 
Total retail1,210 578 552 551 573 
Total allowance for loan and lease losses Ending
$2,443 $1,252 $1,242 $1,236 $1,236 
Reserve for Unfunded Lending Commitments Beginning
$44 $91 $88 $72 $58 
Cumulative effect of change in accounting principle(2)— — — — 
Provision for unfunded lending commitments185 (47)16 14 
Reserve for unfunded lending commitments Ending
$227 $44 $91 $88 $72 
Total Allowance for Credit Losses Ending
$2,670 $1,296 $1,333 $1,324 $1,308 
Table 12: Allocation of the ALLL
December 31,
(dollars in millions)20202019201820172016
Commercial and industrial$821 36 %$548 35 %$530 35 %$541 34 %$458 35 %
Commercial real estate360 12 107 11 138 11 121 10 92 10 
Leases52 19 22 23 48 
Qualitative— N/A— N/A— N/A— N/A65 N/A
Total commercial1,233 49 674 48 690 49 685 47 663 48 
Residential mortgages141 16 35 16 36 16 44 15 42 14 
Home equity134 10 83 11 108 12 122 14 147 16 
Automobile200 10 123 10 127 10 139 12 110 13 
Education361 10 116 101 120 76 
Other retail374 221 180 126 90 
Qualitative— N/A— N/A— N/A— N/A108 N/A
Total retail1,210 51 578 52 552 51 551 53 573 52 
Total loans and leases$2,443 100 %$1,252 100 %$1,242 100 %$1,236 100 %$1,236 100 %
The following table presents nonperformingALLL represented 1.98% of total loans and leases and loans, accruing240% of NPLs as of December 31, 2020 compared with 1.05% and 90 days or more past due, and restructured loans and leases:178%, respectively, as of December 31, 2019.

 December 31,
(in millions)2019
 2018
 2017
 2016
 2015
Nonperforming loans and leases         
Commercial
$240
 
$194
 
$238
 
$322
 
$70
Commercial real estate2
 7
 27
 50
 77
Leases3
 
 
 15
 
Total commercial loans and leases245
 201
 265
 387
 147
Residential mortgages (1)
93
 105
 125
 139
 295
Home equity loans33
 50
 72
 98
 135
Home equity lines of credit187
 231
 233
 243
 272
Home equity loans serviced by others14
 17
 25
 32
 38
Home equity lines of credit serviced by others12
 15
 18
 33
 32
Automobile67
 81
 70
 50
 42
Education18
 38
 38
 38
 35
Credit cards22
 20
 17
 16
 16
Other retail12
 8
 5
 4
 3
Total retail loans458
 565
 603
 653
 868
Total nonperforming loans and leases
$703
 
$766
 
$868
 
$1,040
 
$1,015
Loans and leases that are accruing and 90 days or more delinquent         
Commercial2
 1
 5
 2
 1
Commercial real estate
 
 3
 
 
Leases
 
 
 
 
Total commercial loans and leases2
 1
 8
 2
 1
Residential mortgages13
 15
 16
 18
 
Home equity loans
 
 
 
 
Home equity lines of credit
 
 
 
 
Home equity loans serviced by others
 
 
 
 
Home equity lines of credit serviced by others
 
 
 
 
Automobile
 
 
 
 
Education2
 2
 3
 5
 6
Credit cards
 
 
 
 
Other retail8
 7
 5
 1
 2
Total retail loans23
 24
 24
 24
 8
Total accruing and 90 days or more delinquent25
 25
 32
 26
 9
   Total
$728
 
$791
 
$900
 
$1,066
 
$1,024
Troubled debt restructurings (2)

$692
 
$723
 
$629
 
$633
 
$909
Citizens Financial Group, Inc. | 56


Risk Elements
Table 13: Nonaccrual Loans and Leases, Accruing and 90 Days or More Past Due and Restructured Loans and Leases
December 31,
(in millions)20202019201820172016
Nonaccrual loans and leases
Commercial and industrial$280 $240 $194 $238 $322 
Commercial real estate176 27 50 
Leases— — 15 
Total commercial458 245 201 265 387 
Residential mortgages167 93 105 125 139 
Home equity276 246 313 348 406 
Automobile72 67 81 70 50 
Education18 18 38 38 38 
Other retail28 34 28 22 20 
Total retail561 458 565 603 653 
Total nonaccrual loans and leases$1,019 $703 $766 $868 $1,040 
Loans and leases that are accruing and 90 days or more delinquent
Commercial and industrial$20 $2 $1 $5 $2 
Commercial real estate— — — — 
Leases— — — — 
Total commercial21 
Residential mortgages30 13 15 16 18 
Education
Other retail
Total retail41 23 24 24 24 
Total accruing and 90 days or more delinquent62 25 25 32 26 
   Total$1,081 $728 $791 $900 $1,066 
Troubled debt restructurings (1)
$690 $692 $723 $629 $633 
(1) Beginning in the fourth quarter of 2019, nonperforming balances exclude both fully and partially guaranteed residential mortgage loans sold to Ginnie Mae for which we have the right, but not the obligation, to repurchase. Prior periods have been adjusted to exclude partially guaranteed amounts to conform with the current period presentation.
(2) TDR balances reported in this line item consist of only those TDRs not reported in the nonaccrual loan or accruing and 90 days or more delinquent loan categories. Thus, only those TDRs that are in compliance with their modified terms and not past due, or those TDRs that are past due 30-89 days and still accruing are included in the TDR balances listed above.
Overall credit quality remained strong across retail and commercial. Nonperforming loans and leasesNPLs of $703 million$1.0 billion as of December 31, 2019 decreased $632020 increased $316 million from December 31, 2018,2019, driven by a $107$103 million decreaseincrease in retail reflecting improvementsgrowth in home equity, educationmortgage NPLs, and auto that was partially offset by $44a $213 million increase in commercial nonperforming loans. Net charge-offsNPLs reflecting a deterioration in certain industry sectors from the impacts of COVID-19 and associated lockdowns. NCOs of $693 million increased $263 million, or 61%, from $430 million increased $113 million, or 36%, from $317 million in 20182019 reflecting a small number of uncorrelated lossescharge-offs in our commercial portfolio related to retail real estate, metals and expected seasoningmining, energy and related, and casual dining, while retail NCOs were down compared to 2019 due in the other retail loan portfolio. Net charge-offslarge part to U.S. Government stimulus programs and forbearance. NCOs as a percentage of total average loans of 0.36%0.56% increased 820 basis points compared to 0.28%0.36% in 2018.2019.

We continue to assess the impact of the COVID-19 pandemic and associated lockdowns and have instituted a variety of measures to identify and monitor areas of potential risk, including direct outreach to commercial clients and close monitoring of retail credit metrics.
Citizens Financial Group, Inc. | 56


Potential Problem Loans and Leases
At December 31, 2019,2020, we did not identify any potential problem loans or leases within the portfolio that were not already disclosed in “—Risk Elements” and “—Commercial Loan Asset Quality.” Potential problem loans or leases consist of loans and leases where information about a borrower’s possible credit problems cause management to have serious doubts as to the ability of a borrower to comply with the present repayment terms.
Commercial Loan Asset Quality
Our commercial loan and lease portfolio consists of traditional commercial loans, commercial leasesand industrial, and commercial real estate loans. The portfolio is largely comprised of customers in our footprint and adjacent states in which we have a physical presence where our local delivery model provides for strong client connectivity. We also lend nationally to companies that fall within targeted client, industry, and geographic expansion strategies.
Citizens Financial Group, Inc. | 57


Commercial NPLs increased $213 million to $458 million as of December 31, 2020 from $245 million as of December 31, 2019. As of December 31, 2020, total commercial NPLs were 0.8% of the commercial portfolio and increased from 0.4% at December 31, 2019. Total 2020 commercial portfolio net charge-offs of $425 million increased from $116 million in 2019. For the year ended December 31, 2020, the commercial portfolio annualized net charge-off ratio of 0.67% increased from 0.20% for the year ended December 31, 2019, reflecting charge-offs in the retail real estate, metals and mining, energy and related, and casual dining industry sectors.
The increases in commercial NPLs and NCOs were driven largely by a deterioration in certain industry sectors, including retail real estate, casual dining, and energy and related, resulting from the impacts of COVID-19 and associated lockdowns.
For commercial, loans and leases, we utilize regulatory classification ratings to monitor credit quality. For more information on regulatory classification ratings, see Note 5 in Item 8. The recorded investment in commercial loans and leases based on regulatory classification ratings is presented below:
Table 14: Commercial Loans and Leases by Regulatory Classification
December 31, 2020
Criticized
(in millions)PassSpecial MentionSubstandardDoubtfulTotal
Commercial and industrial(1)
$40,878 $1,583 $1,464 $248 $44,173 
Commercial real estate13,356 804 416 76 14,652 
Leases1,922 33 12 1,968 
Total commercial$56,156 $2,420 $1,892 $325 $60,793 
 December 31, 2019
  Criticized 
(in millions)PassSpecial MentionSubstandard
Doubtful
Total
Commercial
$38,950

$1,351

$934

$244

$41,479
Commercial real estate13,169
318
33
2
13,522
Leases2,383
109
42
3
2,537
Total commercial loans and leases
$54,502

$1,778

$1,009

$249

$57,538
(1) Pass includes PPP loans.

December 31, 2018December 31, 2019
 Criticized Criticized
(in millions)PassSpecial MentionSubstandard
Doubtful
Total
(in millions)PassSpecial MentionSubstandardDoubtfulTotal
Commercial
$38,600

$1,231

$828

$198

$40,857
Commercial and industrialCommercial and industrial$38,950 $1,351 $934 $244 $41,479 
Commercial real estate12,523
412
82
6
13,023
Commercial real estate13,169 318 33 13,522 
Leases2,823
39
41

2,903
Leases2,383 109 42 2,537 
Total commercial loans and leases
$53,946

$1,682

$951

$204

$56,783
Total commercialTotal commercial$54,502 $1,778 $1,009 $249 $57,538 
Total commercial criticized loans and leasesbalances of $3.0$4.6 billion as of December 31, 20192020 increased $199 million$1.6 billion compared with December 31, 2018.2019. Commercial criticized loans and leases as a percent of total commercial loans and leases of 7.6% at December 31, 2020 increased from 5.3% at December 31, 2019 increased from 5.0% at December 31, 2018. 2019.
Commercial and industrial criticized balances of $2.5$3.3 billion, or 6.1%7.5% of the total commercial and industrial loan portfolio as of December 31, 2019,2020, increased from $2.3$2.5 billion, or 5.5%6.1%, as of December 31, 2018.2019. The increase was due to the migration to criticized loans for hospitality, energy and related, and casual dining. Commercial real estate criticized balances of $353 million, or 2.6% of the commercial real estate portfolio, decreased from $500 million, or 3.8%, as of December 31, 2018. Commercialand industrial criticized loans represented 83%71% of total criticized loans as of December 31, 20192020 compared to 80%83% as of December 31, 2018.2019.
Commercial real estate criticized balances of $1.3 billion, or 8.8% of the commercial real estate portfolio, increased from $353 million, or 2.6%, as of December 31, 2019. The increase was due to the migration to criticized loans for a few larger borrowers in the hospitality and retail industry sectors. Commercial real estate accounted for 12%28% of total criticized loans as of December 31, 20192020 compared to 18%12% as of December 31, 2018.2019.
Nonperforming commercial
Citizens Financial Group, Inc. | 58


Table 15: Commercial Loans and Leases by Industry Sector
December 31, 2020December 31, 2019
(dollars in millions)Balance% of
Total Loans
Balance% of
Total Loans
Finance and insurance$6,481 %$5,155 %
Health, pharma, and social assistance3,243 3,496 
Accommodation and food services3,206 3,346 
Professional, scientific, and technical services2,804 2,986 
Other manufacturing2,403 2,337 
Information2,378 2,485 
Retail trade2,336 2,319 
Energy and related2,237 2,564 
Wholesale trade1,904 2,606 
Metals and mining1,646 1,956 
Arts, entertainment, and recreation1,382 1,229 
Other services1,370 1,413 
Administrative and waste management services1,320 1,454 
Computer, electrical equipment, appliance, and component manufacturing1,174 1,199 
Transportation and warehousing1,169 1,141 
Consumer products manufacturing1,112 1,005 
Automotive1,051 1,213 
Educational services844 1,093 
Chemicals736 — 983 
Real estate and rental and leasing732 — 659 — 
All other (1)
490 — 840 
Total commercial and industrial40,018 32 41,479 35 
Real estate and rental and leasing13,169 11 12,116 10 
Accommodation and food services749 606 
Finance and insurance498 — 418 — 
All other (1)
236 — 382 — 
Total commercial real estate14,652 12 13,522 11 
Total leases1,968 2,537 
Total commercial (2)
$56,638 46 %$57,538 48 %
(1) Deferred fees and costs are reported in All other
(2) Excludes PPP loans and leases increased $44 million to $245 million as offor the year-ended December 31, 2019 from $201 million as of December 31, 2018. As of December 31, 2019, total commercial nonperforming loans were 0.4% of the commercial loans and leases portfolio and remained stable to December 31, 2018. Total 2019 commercial loan and lease portfolio net charge-offs of $116 million increased from $33 million in 2018. For the year ended December 31, 2019, the commercial loan and lease portfolio annualized net charge-off ratio of 0.20% increased from 0.06% for the year ended December 31, 2018, reflecting the impact of several uncorrelated losses.2020.
Retail Loan Asset Quality
For retail loans, we primarily utilize credit scores provided by FICO which are generally refreshed on a quarterly basis and the loan’s payment and delinquency status to regularly review and monitor credit quality trends. Historical experience indicates thatquality. Management believes FICO credit scores are considered the longer astrongest indicator of credit losses over the contractual life of the loan is past due,as the greaterscores are based on current and historical national industry-wide consumer level credit performance data, and assist management in predicting the likelihood ofborrower’s future credit loss.payment performance. The largest portion of the retail portfolio is represented by borrowers located in the New England, Mid-

Citizens Financial Group, Inc. | 57


AtlanticMid-Atlantic and Midwest regions, although we have continued to lend selectively in areas outside the footprint primarily in the auto finance and education lending and unsecured portfolios.lending.
The following tables present asset quality metrics for the retail loan portfolio:
 December 31, 2019 December 31, 2018
Average refreshed FICO for total portfolio764
 763
CLTV ratio for secured real estate(1)
59% 58%
Nonperforming retail loans as a percentage of total retail (2)
0.74% 0.94%
Citizens Financial Group, Inc. | 59


Table 16: Aging of Retail Loans as a Percentage of Loan Class
December 31, 2020December 31, 2019
Days Past DueDays Past Due
Current-2930-5960-89 90 or MoreCurrent-2930-5960-89 90 or More
Residential mortgages98.73 %0.30 %0.11 %0.86 %99.29 %0.18 %0.09 %0.44 %
Home equity97.53 0.50 0.23 1.74 97.57 0.69 0.30 1.44 
Automobile97.93 1.40 0.53 0.14 97.26 1.87 0.67 0.20 
Education99.56 0.27 0.11 0.06 99.45 0.29 0.14 0.12 
Other retail98.36 0.62 0.47 0.55 98.29 0.66 0.45 0.60 
Total retail loans98.47 %0.58 %0.25 %0.70 %98.43 %0.70 %0.30 %0.57 %
For more information on the aging of accruing and nonaccruing retail loans, see Note 5 in Item 8.
Table 17: Retail Asset Quality Metrics
December 31, 2020December 31, 2019
Average refreshed FICO for total portfolio771 764 
CLTV ratio for secured real estate(1)
60 %59 %
Nonaccrual retail loans as a percentage of total retail0.90 %0.74 %
(1) The real estate secured portfolio CLTV is calculated as the mortgage and second lien loan balance divided by the most recently available value of the property.
(2) Beginning in the fourth quarter of 2019, nonperforming balances exclude both fully and partially guaranteed residential mortgage loans sold to Ginnie Mae for which we have the right, but not the obligation, to repurchase. Prior periods have been adjusted to exclude partially guaranteed amounts to conform with the current period presentation.
Year Ended December 31,    Year Ended December 31,
(dollars in millions)2019
 2018
 Change Percent
(dollars in millions)20202019ChangePercent
Net charge-offs
$314
 
$284
 
$30
 11%Net charge-offs$268 $314 ($46)(15 %)
Annualized net charge-off rate0.52% 0.48% 4 bps
 Annualized net charge-off rate0.44 %0.52 %(8) bps
Retail asset quality remained relatively stable with December 31, 2018.2019. The net charge-off rate of 0.52%0.44% for the year ended December 31, 20192020 reflected an increasea decrease of 48 basis points from the year ended December 31, 2018,2019, driven by expected seasoning in retail growth portfolios including personalthe forbearance and education refinance loans.stimulus activity stemming from the COVID-19 pandemic and associated lockdowns.
Troubled Debt Restructurings
TDR is the classification given to a loan that has been restructured in a manner that grants a concession to a borrower experiencing financial hardship that we would not otherwise make. TDRs typically result from our loss mitigation efforts and are undertaken in order to improve the likelihood of recovery and continuity of the relationship. Our loan modifications are handled on a case-by-case basis and are negotiated to achieve mutually agreeable terms that maximize loan collectability and meet our borrower’s financial needs. The types of concessions include interest rate reductions, term extensions, principal forgiveness and other modifications to the structure of the loan that fall outside our lending policy. Depending on the specific facts and circumstances of the customer, restructuring can involve loans moving to nonaccrual, remaining on nonaccrual, or remaining on accrual status.
In the first quarter of 2020, we adopted the CARES Act and interagency guidance issued by the bank regulatory agencies which provide that COVID-19-related modifications to retail and commercial loans that met certain eligibility criteria are exempt from classification as a TDR. Loans with payment deferrals and forbearance plans entered into as a result of the COVID-19 pandemic and associated lockdowns were generally not considered TDRs.
As of December 31, 2019, $6672020, $718 million of retail loans were classified as TDRs, compared with $723$667 million as of December 31, 2018.2019. As of December 31, 2019, $1432020, $171 million of retail TDRs were in nonaccrual status with 38% current with payments, compared to $181$143 million in nonaccrual status with 49%38% current on payments at December 31, 2018.2019. TDRs generally return to accrual status once repayment capacity and appropriate payment history can be established. TDRs are individually evaluated for impairment and loans, once classified as TDRs, remain classified as TDRs until paid off, sold or refinanced at market terms. For additional information regarding TDRs, see “—Critical Accounting Estimates — Allowance for Credit Losses” and Note 5 in Item 8.

Citizens Financial Group, Inc. | 5860


The following tables present retail TDRs by loan class, including delinquency status for accruing TDRs and TDRs in nonaccrual:
Table 18: Accruing and Nonaccruing Retail Troubled Debt RestructuringsTable 18: Accruing and Nonaccruing Retail Troubled Debt Restructurings
December 31, 2019December 31, 2020
  As a % of Accruing Retail TDRs    As a % of Accruing Retail TDRs
(dollars in millions)Accruing 30-89 Days
Past Due
 90+ Days Past Due Nonaccruing Total(dollars in millions)Accruing30-89 Days
Past Due
90+ Days Past DueNonaccruingTotal
Residential mortgages
$113
 3.8% 2.1% 
$41
 
$154
Residential mortgages$172 2.7 %2.6 %$43 $215 
Home equity loans68
 0.7
 
 19
 87
Home equity lines of credit147
 0.9
 
 53
 200
Home equity loans serviced by others22
 0.3
 
 9
 31
Home equity lines of credit serviced by others3
 
 
 3
 6
Home equityHome equity221 1.3 — 83 304 
Automobile13
 0.2
 
 8
 21
Automobile13 0.5 — 33 46 
Education127
 0.9
 0.3
 7
 134
Education116 0.6 0.3 10 126 
Credit cards26
 0.6
 
 2
 28
Other retail5
 
 
 1
 6
Other retail25 0.3 — 27 
Total
$524
 7.4% 2.4% 
$143
 
$667
Total$547 5.4 %2.9 %$171 $718 
 December 31, 2018
   As a % of Accruing Retail TDRs    
(dollars in millions)Accruing 30-89 Days
Past Due
 90+ Days Past Due Nonaccruing Total
Residential mortgages
$111
 3.0% 1.6% 
$44
 
$155
Home equity loans85
 0.7
 
 25
 110
Home equity lines of credit138
 0.9
 
 64
 202
Home equity loans serviced by others31
 0.3
 
 10
 41
Home equity lines of credit serviced by others3
 
 
 5
 8
Automobile13
 0.2
 
 10
 23
Education131
 0.9
 0.3
 22
 153
Credit cards24
 0.4
 
 1
 25
Other retail6
 
 
 
 6
Total
$542
 6.4% 1.9% 
$181
 
$723

December 31, 2019
As a % of Accruing Retail TDRs
(dollars in millions)Accruing30-89 Days
Past Due
90+ Days Past DueNonaccruingTotal
Residential mortgages$113 3.8 %2.1 %$41 $154 
Home equity loans240 1.9 — 84 324 
Automobile13 0.2 — 21 
Education127 0.9 0.3 134 
Other retail31 0.6 — 34 
Total$524 7.4 %2.4 %$143 $667 

Impact of Nonperforming Loans and Leases on Interest Income
The following table presents the gross interest income for both nonaccrual and restructured loans that would have been recognized if those loans had been current in accordance with their original contractual terms, and had been outstanding throughout the year, or since origination if held for only part of the year. The table also presents the interest income related to these loans that was actually recognized for the year.
Table 19: Interest Income Foregone
(in millions)For the Year Ended December 31, 20192020
Gross amount of interest income that would have been recorded (1)

$126 
$122
Interest income actually recognized1217 
     Total interest income foregone
$109 
$110
(1) Based on the contractual rate that was being charged at the time the loan was restructured or placed on nonaccrual status.
Cross-Border Outstandings
Cross-border outstandings can include loans, receivables, interest-bearing deposits with other banks, other interest-bearing investments and other monetary assets that are denominated in either dollars or non-local currency. As of December 31, 2020, 2019 2018 and 2017,2018, there were no aggregate cross-border outstandings from borrowers or counterparties in any country that exceeded 1%, or were between 0.75% and 1% of consolidated total assets.


Deposits
Table 20: Composition of Deposits
December 31,
(in millions)20202019ChangePercent
Demand$43,831 $29,233 $14,598 50 %
Checking with interest27,204 24,840 2,364 10 
Regular savings18,044 13,779 4,265 31 
Money market accounts48,569 38,725 9,844 25 
Term deposits9,516 18,736 (9,220)(49)
Total deposits$147,164 $125,313 $21,851 17 %
Citizens Financial Group, Inc. | 5961


    Non-Core Assets
The table below presents the composition of our non-core assets:
 December 31,    
(in millions)2019
 2018
 Change
 Percent
Commercial
$6
 
$72
 
($66) (92%)
Commercial real estate11
 14
 (3) (21)
Leases444
 670
 (226) (34)
Total commercial loans and leases461
 756
 (295) (39)
Residential mortgages91
 110
 (19) (17)
Home equity loans23
 31
 (8) (26)
Home equity lines of credit14
 21
 (7) (33)
Home equity loans serviced by others289
 399
 (110) (28)
Home equity lines of credit serviced by others74
 104
 (30) (29)
Education166
 210
 (44) (21)
Total retail loans657
 875
 (218) (25)
Total non-core loans1,118
 1,631
 (513) (31)
Other assets122
 96
 26
 27
Total non-core assets
$1,240
 
$1,727
 
($487) (28%)
Non-core assets are primarily liquidating loan and lease portfolios inconsistent with our strategic priorities, generally as a result of geographic location, industry, product type or risk level and are included in Other.

Deposits
The following table presents the major components of our deposits:
 December 31,    
(in millions)2019 2018 Change Percent
Demand
$29,233
 
$29,458
 
($225) (1%)
Checking with interest24,840
 23,067
 1,773
 8
Regular savings13,779
 12,007
 1,772
 15
Money market accounts38,725
 35,701
 3,024
 8
Term deposits18,736
 19,342
 (606) (3)
Total deposits
$125,313
 
$119,575
 
$5,738
 5%
Total deposits as of December 31, 2019,2020, increased $5.7$21.9 billion, or 5%17%, to $125.3$147.2 billion compared to $119.6$125.3 billion, driven by growth in demand deposits, money market accounts, savings, and checking with interest, and savings, partially offset by a decrease in term deposits and demand deposits. Citizens Access®, our national digital platform, attracted $5.8$5.9 billion of deposits through December 31, 2019,2020, up from $3.0$5.8 billion as of December 31, 2018.2019.
The following table presents the average balances and average interest rates paid for deposits.
Table 21: Average Balances of and Average Interest Rates Paid for DepositsTable 21: Average Balances of and Average Interest Rates Paid for Deposits
For the Year Ended December 31,For the Year Ended December 31,
2019 2018 2017202020192018
(dollars in millions)Average BalancesYields/ Rates Average BalancesYields/ Rates Average BalancesYields/ Rates(dollars in millions)Average BalancesYields/ RatesAverage BalancesYields/ RatesAverage BalancesYields/ Rates
Noninterest-bearing demand deposits (1)

$28,936

 
$29,231

 
$28,134

Noninterest-bearing demand deposits (1)
$37,553 — $28,936 — $29,231 — 
Checking with interest
$23,470
0.87% 
$21,856
0.63% 
$21,458
0.37%Checking with interest$26,002 0.24 %$23,470 0.87 %$21,856 0.63 %
Money market accounts36,613
1.23
 36,497
0.94
 37,450
0.53
Money market accounts44,732 0.43 36,613 1.23 36,497 0.94 
Regular savings13,247
0.57
 10,238
0.15
 9,384
0.04
Regular savings16,144 0.31 13,247 0.57 10,238 0.15 
Term deposits21,035
2.03
 18,035
1.61
 15,448
1.04
Term deposits14,309 1.42 21,035 2.03 18,035 1.61 
Total interest-bearing deposits (1)

$94,365
1.22% 
$86,626
0.91% 
$83,740
0.53%
Total interest-bearing deposits (1)
$101,187 0.50 %$94,365 1.22 %$86,626 0.91 %
(1) The aggregate amount of deposits by foreign depositors in domestic offices was $839 million, $1.7 billion $1.2 billion and $1.0$1.2 billion as of December 31, 2020, 2019 2018 and 2017,2018, respectively.

Citizens Financial Group, Inc. | 60


Borrowed Funds
Short-term borrowed funds
Table 22: Summary of Short-Term Borrowed Funds
December 31,
(in millions)20202019ChangePercent
Securities sold under agreements to repurchase$231 $265 ($34)(13 %)
Other short-term borrowed funds12 33 
Total short-term borrowed funds$243 $274 ($31)(11 %)
The following table presents a summary of our short-term borrowed funds:
 December 31,    
(in millions)2019
 2018
 Change
 Percent
Securities sold under agreements to repurchase
$265
 
$336
 
($71) (21%)
Federal funds purchased
 820
 
($820) (100%)
Other short-term borrowed funds(1)
9
 161
 (152) (94)
Total short-term borrowed funds
$274
 
$1,317
 
($1,043) (79%)
(1)Beginning in the first quarter of 2019, borrowed funds balances and the associated interest expense are classified based on original maturity. Prior periods have been adjusted to conform with the current period presentation.

The net decrease in other short-term borrowed funds of $152 million resulted primarily from a decrease in short-term FHLB advances.
Our advances, lines of credit, and letters of credit from the FHLB are collateralized by pledged mortgages and securities at least sufficient to satisfy the collateral maintenance level established by the FHLB. The utilized borrowing capacity for FHLB advances and letters of credit was $9.8$3.2 billion and $13.0$9.8 billion at December 31, 20192020 and 2018,2019, respectively. Our remaining available FHLB borrowing capacity was $7.2$13.9 billion and $4.8$7.2 billion at December 31, 20192020 and 2018,2019, respectively. We can also borrow from the FRB discount window to meet short-term liquidity requirements. Collateral, including certain loans, is pledged to support this borrowing capacity. At December 31, 2019,2020, our unused secured borrowing capacity was approximately $38.9$64.6 billion, which included unencumbered securities, FHLB borrowing capacity, and FRB discount window capacity.
The following table presents key data related to our short-term borrowed funds:
Table 23: Key Data Related to Short-Term Borrowed FundsTable 23: Key Data Related to Short-Term Borrowed Funds
As of and for the Year Ended December 31,As of and for the Year Ended December 31,
(dollars in millions)2019
 2018
 2017
(dollars in millions)202020192018
Weighted-average interest rate at year-end: (1)
     
Weighted-average interest rate at year-end: (1)
Federal funds purchased and securities sold under agreements to repurchase0.41% 1.72% 0.74%Federal funds purchased and securities sold under agreements to repurchase— %0.41 %1.72 %
Other short-term borrowed funds3.85
 2.73
 1.33
Other short-term borrowed funds0.02 3.85 2.73 
Maximum amount outstanding at any month-end during the year:     Maximum amount outstanding at any month-end during the year:
Federal funds purchased and securities sold under agreements to repurchase (2)

$1,499
 
$1,282
 
$1,174
Federal funds purchased and securities sold under agreements to repurchase (2)
$1,049 $1,499 $1,282 
Other short-term borrowed funds511
 1,110
 2,759
Other short-term borrowed funds18 511 1,110 
Average amount outstanding during the year:     Average amount outstanding during the year:
Federal funds purchased and securities sold under agreements to repurchase (2)

$599
 
$654
 
$776
Federal funds purchased and securities sold under agreements to repurchase (2)
$300 $599 $654 
Other short-term borrowed funds66
 467
 1,571
Other short-term borrowed funds34 66 467 
Weighted-average interest rate during the year: (1)
     
Weighted-average interest rate during the year: (1)
Federal funds purchased and securities sold under agreements to repurchase1.36% 0.92% 0.36%Federal funds purchased and securities sold under agreements to repurchase0.37 %1.36 %0.92 %
Other short-term borrowed funds2.50
 2.10
 1.09
Other short-term borrowed funds0.76 2.50 2.10 
(1) Rates exclude certain hedging costs.
(2) Balances are net of certain short-term receivables associated with reverse repurchase agreements, as applicable.

Citizens Financial Group, Inc. | 6162


Long-term borrowed funds
Table 24: Summary of Long-Term Borrowed Funds
December 31,
(in millions)20202019
Parent Company:
2.375% fixed-rate senior unsecured debt, due July 2021$350 $349 
4.150% fixed-rate subordinated debt, due September 2022(1)
182 348 
3.750% fixed-rate subordinated debt, due July 2024(1)
159 250 
4.023% fixed-rate subordinated debt, due October 2024(1)
25 42 
4.350% fixed-rate subordinated debt, due August 2025(1)
193 249 
4.300% fixed-rate subordinated debt, due December 2025(1)
450 750 
2.850% fixed-rate senior unsecured notes, due July 2026497 496 
2.500% fixed-rate senior unsecured notes, due February 2030297 — 
3.250% fixed-rate senior unsecured notes, due April 2030745 — 
2.638% fixed-rate subordinated debt, due September 2032(1)
543 — 
CBNA’s Global Note Program:
2.250% senior unsecured notes, due March 2020— 700 
2.447% floating-rate senior unsecured notes, due March 2020(2)
— 300 
2.487% floating-rate senior unsecured notes, due May 2020(2)
— 250 
2.200% senior unsecured notes, due May 2020— 500 
2.250% senior unsecured notes, due October 2020— 750 
2.550% senior unsecured notes, due May 20211,003 991 
3.250% senior unsecured notes, due February 2022716 711 
0.941% floating-rate senior unsecured notes, due February 2022(2)
299 299 
1.042% floating-rate senior unsecured notes, due May 2022(2)
250 250 
2.650% senior unsecured notes, due May 2022510 501 
3.700% senior unsecured notes, due March 2023527 515 
1.201% floating-rate senior unsecured notes, due March 2023(2)
249 249 
2.250% senior unsecured notes, due April 2025746 — 
3.750% senior unsecured notes, due February 2026551 521 
Additional Borrowings by CBNA and Other Subsidiaries:
Federal Home Loan Bank advances, 0.932% weighted average rate, due through 203819 5,008 
Other35 18 
Total long-term borrowed funds$8,346 $14,047 
The following table presents(1) Reflects the September 2020 completion of (i) $621 million in private exchange offers for five series of outstanding subordinated notes whereby participants received a summarycombination of the our long-term borrowed funds:newly issued 2.638% fixed-rate subordinated notes due 2032 and an additional cash payment and (ii) $11 million in related cash tender offers whereby validly tendered and accepted subordinated notes were purchased by us and subsequently cancelled.
 December 31,
(in millions)2019
 2018
Parent Company:   
2.375% fixed-rate senior unsecured debt, due July 2021
$349
 
$349
4.150% fixed-rate subordinated debt, due September 2022348
 348
3.750% fixed-rate subordinated debt, due July 2024250
 250
4.023% fixed-rate subordinated debt, due October 202442
 42
4.350% fixed-rate subordinated debt, due August 2025249
 249
4.300% fixed-rate subordinated debt, due December 2025750
 749
2.850% fixed-rate senior unsecured notes, due July 2026496
 
CBNA’s Global Note Program:   
2.500% senior unsecured notes, due March 2019
$—
 
$748
2.450% senior unsecured notes, due December 2019
 744
2.250% senior unsecured notes, due March 2020700
 691
2.447% floating-rate senior unsecured notes, due March 2020 (1)
300
 300
2.487% floating-rate senior unsecured notes, due May 2020 (1)
250
 250
2.200% senior unsecured notes, due May 2020500
 499
2.250% senior unsecured notes, due October 2020750
 738
2.550% senior unsecured notes, due May 2021991
 964
3.250% senior unsecured notes, due February 2022711
 
2.629% floating-rate senior unsecured notes, due February 2022 (1)
299
 
2.727% floating-rate senior unsecured notes, due May 2022 (1)
250
 249
2.650% senior unsecured notes, due May 2022501
 487
3.700% senior unsecured notes, due March 2023515
 502
2.911% floating-rate senior unsecured notes, due March 2023 (1)
249
 249
3.750% senior unsecured notes, due February 2026521
 
Additional Borrowings by CBNA and Other Subsidiaries:   
Federal Home Loan Bank advances, 2.006% weighted average rate, due through 20385,008
 7,508
Other18
 9
Total long-term borrowed funds(2)

$14,047
 
$15,925
(1) (2) Rate disclosed reflects the floating rate as of December 31, 2019.2020, or final rate as applicable.
(2) Beginning in the first quarter of 2019, borrowed funds balances and the associated interest expense are classified based on original maturity. Prior periods have been adjusted to conform with the current period presentation.


Long-term borrowed funds of $14.0$8.3 billion as of December 31, 20192020 decreased $1.9$5.7 billion from December 31, 2018, reflecting2019, as strong deposit flows allowed for significantly lower levels of borrowings. The decline in borrowed funds reflected a decrease of $2.5$5.0 billion in FHLB borrowings, partially offset by an increaseand a decrease of $613$729 million in subordinated debt and unsecured notes.
The Parent Company’s long-term borrowed funds as of December 31, 20192020 and 20182019 included principal balances of $2.5$3.5 billion and $2.0$2.5 billion, respectively, and unamortized deferred issuance costs and/or discounts of ($8)90) million and ($5)8) million, respectively. CBNA and other subsidiaries’ long-term borrowed funds as of December 31, 20192020 and 20182019 included principal balances of $11.5$4.8 billion and $14.0$11.5 billion, respectively, with unamortized deferred issuance costs and/or discounts of ($13)11) million and ($14)13) million, respectively, and hedging basis adjustments of $50$112 million and ($66)$50 million, respectively. See Note 13 in Item 8 for further information about our hedging of certain long-term borrowed funds.
Citizens Financial Group, Inc. | 63


QUARTERLY RESULTS OF OPERATIONS
The following table presents unaudited quarterly Consolidated Statements of Operations data and Consolidated Balance Sheet data as of and for the four quarters of 20192020 and 2018,2019, respectively. We have prepared the Consolidated Statements of Operations data and Balance Sheet data on the same basis as our Consolidated Financial Statements in Item 8 and, in the opinion of management, each Consolidated Statement of Operations and Balance Sheet includes

Citizens Financial Group, Inc. | 62


all adjustments, consisting solely of normal recurring adjustments, necessary for the fair statement of the results of operations and balance sheet data as of and for these periods. This information should be read in conjunction with our Consolidated Financial Statements and Notes in Item 8.
Supplementary Summary Consolidated Financial and Other Data (unaudited)
Table 25: Quarterly Results of Operations
For the Three Months Ended
(dollars in millions, except per share amounts)December 31, 2020September 30, 2020June 30, 2020March 31, 2020December 31, 2019September 30, 2019June 30, 2019March 31, 2019
Operating Data:  
Net interest income$1,129 $1,137 $1,160 $1,160 $1,143 $1,145 $1,166 $1,160 
Noninterest income578 654 590 497 494 493 462 428 
Total revenue1,707 1,791 1,750 1,657 1,637 1,638 1,628 1,588 
Provision for credit losses124 428 464 600 110 101 97 85 
Noninterest expense (1) (4) (5) (6) (7) (8) (9) (10)
1,012 988 979 1,012 986 973 951 937 
Income before income tax expense (benefit)571 375 307 45 541 564 580 566 
Income tax expense (2) (4) (5) (6) (7) (8) (9) (10)
115 61 54 11 91 115 127 127 
Net income (3) (4) (5) (6) (7) (8) (9) (10)
$456 $314 $253 $34 $450 $449 $453 $439 
Net income available to common stockholders (3) (4) (5) (6) (7) (8) (9) (10)
$424 $289 $225 $12 $427 $432 $435 $424 
Net income per average common share- basic (3) (4) (5) (6) (7) (8) (9) (10)
$0.99 $0.68 $0.53 $0.03 $0.98 $0.97 $0.95 $0.92 
Net income per average common share- diluted (3) (4) (5) (6) (7) (8) (9) (10)
0.99 0.68 0.53 0.03 0.98 0.97 0.95 0.92 
Other Operating Data:  
Return on average common equity(11)
8.20 %5.60 %4.44 %0.24 %8.30 %8.35 %8.54 %8.62 %
Return on average tangible common equity (11)
12.20 8.33 6.62 0.36 12.39 12.44 12.75 13.00 
Return on average total assets (11)
1.00 0.70 0.57 0.08 1.08 1.10 1.13 1.11 
Return on average total tangible assets (11)
1.04 0.73 0.59 0.09 1.13 1.15 1.17 1.16 
Efficiency ratio (11)
59.28 55.18 55.91 61.10 60.28 59.40 58.41 59.00 
Net interest margin (11)
2.75 2.82 2.87 3.09 3.04 3.10 3.20 3.23 
Net interest margin, FTE (11) (12)
2.75 2.83 2.88 3.10 3.06 3.12 3.21 3.25 
Share Data:
Cash dividends declared and paid per common share$0.39 $0.39 $0.39 $0.39 $0.36 $0.36 $0.32 $0.32 
Dividend payout ratio39 %58 %74 %1,398 %37 %37 %34 %35 %
 For the Three Months Ended
(dollars in millions, except per share amounts)December 31, 2019 September 30, 2019 June 30, 2019 March 31, 2019 December 31, 2018 September 30, 2018 June 30, 2018 March 31, 2018
Operating Data:               
Net interest income
$1,143
 
$1,145
 
$1,166
 
$1,160
 
$1,172
 
$1,148
 
$1,121
 
$1,091
Noninterest income (7)
494
 493
 462
 428
 421
 416
 388
 371
Total revenue1,637
 1,638
 1,628
 1,588
 1,593
 1,564
 1,509
 1,462
Provision for credit losses110
 101
 97
 85
 85
 78
 85
 78
Noninterest expense (1) (4) (5) (6) (7) (8)
986
 973
 951
 937
 951
 910
 875
 883
Income before income tax expense (benefit)541
 564
 580
 566
 557
 576
 549
 501
Income tax expense (2) (4) (5) (6) (7) (8)
91
 115
 127
 127
 92
 133
 124
 113
Net income (3) (4) (5) (6) (7) (8)

$450
 
$449
 
$453
 
$439
 
$465
 
$443
 
$425
 
$388
Net income available to common stockholders (3) (4) (5) (6) (7) (8)

$427
 
$432
 
$435
 
$424
 
$450
 
$436
 
$425
 
$381
Net income per average common share- basic (3) (4) (5) (6) (7) (8)

$0.98
 
$0.97
 
$0.95
 
$0.92
 
$0.96
 
$0.92
 
$0.88
 
$0.78
Net income per average common share- diluted (4) (5) (6) (7) (8)
0.98
 0.97
 0.95
 0.92
 0.96
 0.91
 0.88
 0.78
Other Operating Data:             
  
Return on average common equity (9)
8.30% 8.35% 8.54% 8.62% 9.16% 8.82% 8.65% 7.83%
Return on average tangible common equity (9)
12.39
 12.44
 12.75
 13.00
 13.85
 13.29
 12.93
 11.71
Return on average total assets (9)
1.08
 1.10
 1.13
 1.11
 1.17
 1.13
 1.11
 1.04
Return on average total tangible assets (9)
1.13
 1.15
 1.17
 1.16
 1.22
 1.18
 1.16
 1.08
Efficiency ratio (9)
60.28
 59.40
 58.41
 59.00
 59.69
 58.20
 57.95
 60.43
Net interest margin (9) (10)
3.04
 3.10
 3.20
 3.23
 3.23
 3.20
 3.20
 3.19
Net interest margin, FTE (9) (11)
3.06
 3.12
 3.21
 3.25
 3.25
 3.22
 3.22
 3.21
Share Data:               
Cash dividends declared and paid per common share
$0.36
 
$0.36
 
$0.32
 
$0.32
 
$0.27
 
$0.27
 
$0.22
 
$0.22
Dividend payout ratio37% 37% 34% 35% 28% 29% 25% 28%


Citizens Financial Group, Inc. | 6364


As ofAs of
(dollars in millions)December 31, 2019 September 30, 2019 June 30, 2019 March 31, 2019 December 31, 2018 September 30, 2018 June 30, 2018 March 31, 2018(dollars in millions)December 31, 2020September 30, 2020June 30, 2020March 31, 2020December 31, 2019September 30, 2019June 30, 2019March 31, 2019
Balance Sheet Data:             
  
Balance Sheet Data:  
Total assets
$165,733
 
$164,362
 
$162,749
 
$161,342
 
$160,518
 
$158,598
 
$155,431
 
$153,453
Total assets$183,349 $179,228 $179,874 $176,719 $165,733 $164,362 $162,749 $161,342 
Loans and leases (12)
119,088
 117,880
 116,838
 117,615
 116,660
 114,720
 113,407
 111,425
Loans and leases (13)
Loans and leases (13)
123,090 124,071 125,713 127,528 119,088 117,880 116,838 117,615 
Allowance for loan and lease losses1,252
 1,263
 1,227
 1,245
 1,242
 1,242
 1,253
 1,246
Allowance for loan and lease losses2,443 2,542 2,448 2,171 1,252 1,263 1,227 1,245 
Total securities24,669
 25,602
 25,898
 25,651
 25,075
 25,485
 25,513
 25,433
Total securities26,847 26,124 25,657 26,352 24,669 25,602 25,898 25,651 
Goodwill7,044
 7,044
 7,040
 7,040
 6,923
 6,946
 6,887
 6,887
Goodwill7,050 7,050 7,050 7,050 7,044 7,044 7,040 7,040 
Total liabilities143,532
 142,511
 140,732
 139,811
 139,701
 138,322
 134,964
 133,394
Total liabilities160,676 156,759 157,456 154,769 143,532 142,511 140,732 139,811 
Deposits125,313
 124,714
 124,004
 123,916
 119,575
 117,075
 117,073
 115,730
Deposits147,164 142,921 143,618 133,475 125,313 124,714 124,004 123,916 
Federal funds purchased and securities sold under agreements to repurchase265
 867
 1,132
 668
 1,156
 374
 326
 315
Other short-term borrowed funds(13)
9
 210
 309
 11
 161
 512
 10
 10
Long-term borrowed funds (13)
14,047
 12,806
 11,538
 11,725
 15,925
 17,133
 15,130
 14,970
Short-term borrowed funds (14)
Short-term borrowed funds (14)
243 252 255 1,059 274 1,077 1,441 679 
Long-term borrowed fundsLong-term borrowed funds8,346 9,109 9,202 16,437 14,047 12,806 11,538 11,725 
Total stockholders’ equity22,201
 21,851
 22,017
 21,531
 20,817
 20,276
 20,467
 20,059
Total stockholders’ equity22,673 22,469 22,418 21,950 22,201 21,851 22,017 21,531 
Asset Quality Ratios:               Asset Quality Ratios:
Allowance for loan and lease losses as a percentage of total loans and leases1.05% 1.07% 1.05% 1.06% 1.06% 1.08% 1.10% 1.12%
Allowance for loan and lease losses as a percentage of nonperforming loans and leases (14)
178
 171
 169
 167
 162
 154
 149
 144
Nonperforming loans and leases as a percentage of total loans and leases (14)
0.59
 0.63
 0.62
 0.63
 0.66
 0.70
 0.74
 0.79
Allowance for loan and lease losses to loans and leasesAllowance for loan and lease losses to loans and leases1.98 %2.05 %1.95 %1.70 %1.05 %1.07 %1.05 %1.06 %
Allowance for credit losses to loans and leasesAllowance for credit losses to loans and leases2.17 2.21 2.01 1.73 1.09 1.11 1.13 1.13 
Allowance for loan and lease losses to nonaccruing loans and leasesAllowance for loan and lease losses to nonaccruing loans and leases240 199 247 279 178 171 169 167 
Allowance for credit losses to nonaccruing loans and leasesAllowance for credit losses to nonaccruing loans and leases262 214 255 283 184 177 182 179 
Nonaccruing loans and leases to loans and leasesNonaccruing loans and leases to loans and leases0.83 1.03 0.79 0.61 0.59 0.63 0.62 0.63 
Capital ratios:(15)
               
Capital ratios:(15)
CET1 capital ratio10.0
 10.3
 10.5
 10.5
 10.6
 10.8
 11.2
 11.2
CET1 capital ratio10.0 9.8 9.6 9.4 10.0 10.3 10.5 10.5 
Tier 1 capital ratio11.1
 11.1
 11.3
 11.3
 11.3
 11.2
 11.6
 11.4
Tier 1 capital ratio11.3 11.2 10.9 10.5 11.1 11.1 11.3 11.3 
Total capital ratio13.0
 13.0
 13.4
 13.4
 13.3
 13.4
 13.8
 13.9
Total capital ratio13.4 13.3 13.1 12.5 13.0 13.0 13.4 13.4 
Tier 1 leverage ratio10.0
 9.9
 10.1
 10.0
 10.0
 9.9
 10.2
 10.0
Tier 1 leverage ratio9.4 9.5 9.3 9.6 10.0 9.9 10.1 10.0 
(1) Fourth quarter 2020 noninterest expense included $42 million of pre-tax notable items consisting of $2 million of integration costs associated with Acquisitions and $40 million in other notable items related to TOP programs and other efficiency initiatives.
(2) Fourth quarter 2020 income tax expense included $18 million of benefits associated with other notable items ($7 million largely tied to an operational restructure and $11 million in TOP programs and other efficiency initiatives).
(3) Fourth quarter 2020 net income included $24 million of after-tax notable items consisting of $2 million in integration costs associated with Acquisitions and $22 million in other notable items (including a $7 million benefit largely tied to an operational restructure more than offset by $29 million in after-tax TOP programs and other efficiency initiatives).
(4) Third quarter 2020 noninterest expense included $31 million of pre-tax notable items consisting of $2 million of integration costs associated with Acquisitions and $29 million in other notable items related to TOP programs and other efficiency initiatives. Income tax expense included $7 million of benefits associated with notable items related to TOP programs and other efficiency initiatives. Net income included $24 million of after-tax notable items consisting of $2 million of total integration costs associated with Acquisitions and $22 million in other notable items related to TOP programs and other efficiency initiatives.
(5) Second quarter 2020 noninterest expense included $19 million of pre-tax notable items consisting of $2 million of integration costs associated with Acquisitions and $17 million in other notable items related to TOP programs and other efficiency initiatives. Income tax expense included $9 million of benefits associated with notable items ($1 million for integration costs associated with Acquisitions and $8 million in other notable items, consisting of $4 million related to legacy tax matters and $4 million in TOP programs and other efficiency initiatives). Net income included $10 million of after-tax notable items consisting of $1 million of total integration costs associated with Acquisitions and $9 million in other notable items (including $4 million related to legacy tax matters more than offset by $13 million after-tax in TOP programs and other efficiency initiatives.
(6) First quarter 2020 noninterest expense included $33 million of pre-tax notable items consisting of $4 million of integration costs associated with Acquisitions and $29 million in other notable items related to TOP programs and other efficiency initiatives. Income tax expense included $8 million of benefits associated with notable items ($1 million for integration costs associated with Acquisitions and $7 million in TOP programs and other efficiency initiatives). Net income included $25 million of after-tax notable items consisting of $3 million after-tax of total integration costs associated with Acquisitions and $22 million after-tax in other notable items related to TOP programs and other efficiency initiatives.
(7) Fourth quarter 2019 noninterest expense included $37 million of pre-tax notable items consisting of $35 million in other notable items ($35 million in TOP programs and other efficiency initiatives) and $2 million of integration costs associated with acquisitions.
(2) Fourth quarter 2019 income Income tax expense included $33 million of benefits associated with other notable items ($24 million largely tied to legacy tax matters and $9 million in TOP programs and other efficiency initiatives).
(3) Fourth quarter 2019 net Net income included $4 million of after-tax notable items consisting of $2 million in total integration costs associated with acquisitions and $2 million in other notable items (including $24 million largely tied to legacy tax matters offset by $26 million in after-tax TOP programs and other efficiency initiatives).
(4) (8) Third quarter 2019 noninterest expense included $19 million of pre-tax notable items consisting of $15 million in other notable items ($15 million in TOP programs and other efficiency initiatives) and $4 million of integration costs associated with acquisitions. Income tax expense included $15 million of benefits associated with notable items ($14 million in other notable items, consisting of $10 million related to an operational restructure and $4 million in TOP programs and other efficiency initiatives, and $1 million for integration costs associated with acquisitions). Net income included $4 million of after-tax notable items consisting of $3 million of total integration costs associated with acquisitions and $1 million in other notable items (including $10 million related to an operational restructure offset by $11 million in after-tax TOP programs and other efficiency initiatives).
(5) (9) Second quarter 2019 noninterest expense included $7 million of pre-tax notable items for total integration costs associated with acquisitions. Income tax expense and net income included $2 million and $5 million, respectively, related to these notable items.
(6) (10) First quarter 2019 noninterest expense included $5 million of pre-tax notable items for total integration costs associated with acquisitions. Income tax expense and net income included $1 million and $4 million, respectively, related to these notable items.
(7) Fourth quarter 2018 noninterest income included $5 million of pre-tax notable items ($4 million in FAMC integration costs and $1 million in other pre-tax notable items). Noninterest expense included $45 million of pre-tax notable items consisting of $33 million in other notable items ($33 million in TOP efficiency initiatives) and $12 million of FAMC integration costs. Income tax expense included $41 million of benefit associated with notable items ($37 million in other notable items consisting of $8 million in TOP efficiency initiatives and $29 million of net deferred tax liability adjustment) and $4 million in FAMC integration costs. Net income included $9 million of after-tax notable items consisting of $12 million of FAMC integration costs offset by $3 million other notable items (including $29 million of net deferred tax liability adjustment offset by $25 million in after-tax TOP efficiency initiatives and $1 million of noninterest income notable items).
(8) Third quarter 2018 noninterest expense included $9 million of pre-tax notable items for FAMC integration costs. Income tax expense included $2 million of benefits associated with notable items for FAMC integration costs and net income included $7 million of after-tax notable items for FAMC integration costs.
(9)(11) Ratios for the periods above are presented on an annualized basis.
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(10)
Beginning in the first quarter of 2019, we changed the method of calculating our net interest margin to equal net interest income, annualized based on the number of days in the period, divided by average total interest-earning assets. Prior periods have been adjusted to conform with the current period presentation.
(11)(12) Net interest margin is presented on a FTE basis using the federal statutory tax rate of 21%.
(12)(13) Excludes LHFS of $4.0 billion, $3.7 billion, $5.0 billion, $3.3 billion, $3.3 billion, $2.0 billion, $2.2 billion, and $1.3 billion $1.3 billion, $1.3 billion, $710 million, and $800 million as of December 31, 2020, September 30, 2020, June 30, 2020, March 31, 2020, December 31, 2019, September 30, 2019, June 30, 2019 and March 31, 2019, December 31, 2018, September 30, 2018, June 30, 2018 and March 31, 2018, respectively.
(13) (14) Beginning inIn the first quarter of 2019,2020, we reclassified federal funds purchased and securities sold under agreement to repurchase and other short-term borrowed funds balances and the associated interest expense are classified based on original maturity.to short-term borrowed funds. Prior periods have been adjusted to conform with the current period presentation.
(14) Beginning in the fourth quarter of 2019, nonperforming balances exclude both fully and partially guaranteed residential mortgage loans sold to Ginnie Mae for which we have the right, but not the obligation, to repurchase. Prior periods have been adjusted to exclude partially guaranteed amounts to conform with the current period presentation.
(15) The capital ratios and associated components are prepared using the U.S. Basel III Standardized transitional approach.




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CAPITAL AND REGULATORY MATTERS
As a bank holding company and a financial holding company, we are subject to regulation and supervision by the FRB. Our banking subsidiary, CBNA, is a national banking association whose primary federal regulator is the OCC. Our regulation and supervision continues to evolve as the legal and regulatory frameworks governing our operations continue to change. The current operating environment reflects heightened regulatory expectations around consumer compliance, the Bank Secrecy Act, anti-money laundering compliance, and increased internal audit activities, among other factors. For more information, see the “Regulation and Supervision” section in Item 1.
Dodd-Frank ActTailoring of Prudential Requirements
The Dodd-Frank Act regulates many aspects of the financial services industry and addresses among other things, systemic risk, capital adequacy, deposit insurance assessments, consumer financial protection, derivatives and securities markets, restrictions on an insured bank’s transactions with its affiliates, lending limits and mortgage lending practices.
In October 2019, the FRB and the other banking regulators finalized rules that tailor the application of the enhanced prudential standards to bank holding companies and depository institutions to implement the EGRRCPA amendments to the Dodd-Frank Act (“Tailoring Rules”). Concurrently,Under the FRB and other banking regulators finalized the regulatory capital, liquidity and resolution plan requirements to firms with more than $100 billion in total assets.Tailoring Rules, Category IV firms, with $100 billion to $250 billion in total assets, such as us, will, among other things, beare subject to biennial supervisory stress-testing and will beare exempt from company-run stress testing and related disclosure requirements. Category IV firms are also no longer required to submit resolution plans. The FRB will continuecontinues to supervise Category IV firms on an ongoing basis, including evaluation of the capital adequacy and capital planning processes during off-cycle years. Category IV firms are also no longer required to submit resolution plans. For more information, see the “Tailoring of Prudential Requirements” and “Resolution Planning” sections in Item 1.
In light of the Tailoring Rules, the FRB provided us relief in February 2019 from certain regulatory requirements related to supervisory stress testing, company-run stress testing, and related disclosure requirements for the 2019 stress test cycle. As a result, we were not required to participate in the supervisory stress test of CCAR, conduct company-run stress tests, or submit a capital plan to the FRB for 2019. We remain subject to the requirement to develop, maintain and maintainsubmit an annual capital plan that is reviewedfor review and approvedapproval by our Boardboard of Directorsdirectors (or one of its committees), as well as FR Y-14 reporting requirements. On April 6, 2020, we submitted our 2020 Capital Plan to the FRB under the FRB’s 2020 CCAR process. For more information, see the “Tailoring of Prudential Requirements” section in Item 1.
On March 4, 2020, the FRB finalized a stress capital buffer (“SCB”) requirement that integrates regulatory capital requirements with the results of the FRB’s supervisory stress tests by replacing the static CCB of 2.5% with a dynamic SCB requirement. The FRB has not objected to our maximum planned capital actions for the period beginning July 1, 2019 and ending June 30, 2020, which are largelynew SCB requirement is based on the results for our 2018projected losses under the supervisory severely adverse scenario of each firm subject to CCAR plus four quarters of planned common stock dividends, subject to a floor of 2.5%. Under the SCB framework, the FRB will no longer object to capital plans on quantitative grounds and each firm will be required to maintain capital ratios above the sum of its minimum requirements and the SCB requirements to avoid restrictions on capital distributions and discretionary bonus payments. For Category IV firms, like us, the FRB has stated that the SCB will be re-calibrated with each biennial supervisory stress test adjustedand updated annually to reflect our planned common stock dividends and common share buy-backs. On October 1, 2020, our SCB of 3.4% became effective and will apply to our capital actions through September 30, 2021.
On September 30, 2020, the FRB issued a proposed rule to make conforming changes to its Capital Plan Rule, stress capital buffer requirements, and capital planning requirements to be consistent with the Tailoring Rules framework. Under the proposal, Category IV firms, like us, would have the ability to elect to participate in the supervisory stress test and receive an updated SCB requirement in a year in which they are not subject to the supervisory stress test. For purposes of calculating the SCB in 2021, the proposed rule would require us to notify the FRB of our intention to participate in the 2021 supervisory stress test by April 5, 2021.

    In light of the heightened uncertainty related to the COVID-19 pandemic and associated lockdowns, the FRB took certain actions to preserve capital at banks. Among those actions, the FRB imposed certain limitations on firms for anythe third and fourth quarters of 2020, including mandatory suspension of share repurchases, and limiting common stock dividends to existing rates and the average quarterly net income for the prior four quarters. Further, the FRB required that CCAR firms, like us, conduct an additional round of stress tests and resubmit updated capital plans to reflect changes in the macroeconomic environment due to the COVID-19 pandemic. Consistent with the FRB’s mandate, we resubmitted our regulatory capital ratios sinceplan on November 2, 2020. The results of our resubmission, received on December 18, 2020, exceeded all capital requirements under the FRB’s severe stress scenarios and we reiterated key aspects of our 2020 Capital Plan, which include maintaining quarterly common dividends of $0.39 per common share through the SCB window period ending third quarter 2021. In December 2020, the FRB actedmodified its limitations on our 2018 capital plan. On June 27, 2019, our Boarddistributions for the first quarter of Directors authorized common2021 such that firms that participate in CCAR, like us, may resume share repurchases provided that the aggregate of share repurchases and common stock dividends for the first quarter of 2021 do not exceed average quarterly net income for the trailing four quarters. The FRB can extend or modify its current capital distribution limitations in future quarters. In January 2021, our board of directors authorized us to repurchase up to $1.275 billion over$750 million of our common stock beginning in the four-quarter period beginning July 1, 2019.first quarter of 2021. The timing and exact amount of future dividends and share
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repurchases will depend on various factors, including our capital position, financial performance, risk-weighted assets, capital impacts of strategic initiatives, market conditions and market conditions.regulatory considerations. All future capital distributions are subject to consideration and approval by the board of directors prior to execution.

Regulations relating to capital planning, regulatory reporting, and stress capital buffer requirements applicable to firms like us are presently subject to rulemaking and potential further guidance and interpretation by the applicable federal regulators. We will continue to evaluate the impact of these and any other prudential regulatory changes, including their potential resultant changes in our regulatory and compliance costs and expenses.

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Capital Framework
Under the current U.S. Basel III capital framework, we and our banking subsidiary must meet the following specific minimum requirements: CET1 capital ratio of 4.5%, tier 1 capital ratio of 6.0%, total capital ratio of 8.0%, and tier 1 leverage ratio of 4.0%. AAs a bank holding company, our SCB of 3.4% is imposed on top of the three minimum risk-based capital conservation buffer (“CCB”)ratios listed above and a CCB of 2.5% is imposed on top of the three minimum risk-based capital ratios listed above.above for our banking subsidiary.
In July 2019,Effective for us on April 1, 2020, the FRB and the other federal banking regulators issued a final rule to simplify regulatory capital treatmentCET1 deduction threshold for MSRs, certain DTAsdeferred tax assets and significant investments in the capital of unconsolidated financial institutions pursuant to EGRRCPA. Effective for us on April 1,is 25%. As of December 31, 2020, we did not meet the final rule will change the individual CET1 deduction threshold for these assets from 10% to 25%, eliminate the aggregate deduction threshold for these assets of 15%, assign a 250% risk weight for anyadditional capital deductions. MSRs or DTAsdeferred tax assets not deducted from CET1 capital and assign an exposure categoryare assigned a 250% risk weight forand significant investments in the capital of unconsolidated financial institutions not deducted from CET1 capital.capital are assigned an exposure category risk weight.
The table below presents our actualIn reaction to the COVID-19 pandemic, the FRB and the other federal banking regulators adopted a final rule relative to regulatory capital ratiostreatment of ACL under CECL. This rule allowed electing banking organizations to delay the U.S. Basel III Standardized rules:estimated impact of CECL on regulatory capital for a two-year period ending January 1, 2022, followed by a three-year transition period ending January 1, 2025 to phase-in the aggregate amount of the capital benefit provided during the initial two-year delay. As of December 31, 2020, $568 million of the capital benefit has been accumulated for application to the three-year transition period.
Table 26: Regulatory Capital Ratios Under the U.S. Basel III Standardized RulesTable 26: Regulatory Capital Ratios Under the U.S. Basel III Standardized Rules
Actual
Required Minimum plus Required CCB for Non-Leverage Ratios(1)(2)
Required Minimum plus Required Buffer for Non-Leverage Ratios(1)(2)
(in millions, except ratio data)AmountRatio(in millions, except ratio data)AmountRatio
December 31, 2020December 31, 2020
CET1 capitalCET1 capital$14,607 10.0 %7.9 
Tier 1 capitalTier 1 capital16,572 11.3 9.4 
Total capitalTotal capital19,602 13.4 11.4 
Tier 1 leverageTier 1 leverage16,572 9.4 4.0 
Risk-weighted assetsRisk-weighted assets146,781 
Quarterly adjusted average assetsQuarterly adjusted average assets175,370 
December 31, 2019December 31, 2019December 31, 2019
CET1 capital
$14,304
10.0%7.0
CET1 capital$14,304 10.0 %7.0 %
Tier 1 capital15,874
11.1
8.5
Tier 1 capital15,874 11.1 8.5 
Total capital18,542
13.0
10.5
Total capital18,542 13.0 10.5 
Tier 1 leverage15,874
10.0
4.0
Tier 1 leverage15,874 10.0 4.0 
Risk-weighted assets142,915
 Risk-weighted assets142,915 
Quarterly adjusted average assets158,782
 Quarterly adjusted average assets158,782 
December 31, 2018
CET1 capital
$14,485
10.6%6.4%
Tier 1 capital15,325
11.3
7.9
Total capital18,157
13.3
9.9
Tier 1 leverage15,325
10.0
4.0
Risk-weighted assets136,202
 
Quarterly adjusted average assets153,026
 
(1) Required “Minimum Capital ratio” for 20192020 and 20182019 are: Common equity tier 1 capital of 4.5%; Tier 1 capital of 6.0%; Total capital of 8.0%; and Tier 1 leverage of 4.0%.
(2) “Minimum Capital ratio” includes stress capital buffer of 3.4% for 2020 and capital conservation buffer of 2.500%2.5% for 2019 and 1.875% for 2018;2019; N/A to Tier 1 leverage.

At December 31, 2019,2020, our CET1 capital, tier 1 capital and total capital ratios were 10.0%, 11.1%11.3% and 13.0%13.4%, respectively, as compared with 10.6%10.0%, 11.3%11.1% and 13.3%13.0%, respectively, as of December 31, 2018.2019. The CET1 capital ratio decreasedremained stable as $6.7$3.9 billion of risk-weighted asset (“RWA”) growth and the impact of the capital actions described in “—Capital Transactions” below and an increase in goodwill and intangibles related to Acquisitions, were partiallyprimarily offset by net income for the year ended December 31, 2019.2020 and 25% of the increase in AACL subsequent to CECL adoption. The tier 1 capital ratio decreased asincreased due to the changes in the CET1 capital ratio were partially offset byand the issuance of Series F preferred stock as described further in “—Capital Transactions” below. The total capital ratio decreasedincreased due to the changes in CET1 and tier 1 capital ratiosand the net change in AACL attributable to CECL adoption, the modified transition amount and excess ACL, partially offset by
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the subordinated debt exchange offers described in “—Regulatory Capital Ratios and Capital Composition” below and an increase in non-qualifying subordinated debt. At December 31, 2019,2020, our CET1 capital, tier 1 capital and total capital ratios were approximately 300210 basis points, 260190 basis points and 250200 basis points, respectively, above their regulatory minimums plus theour stress capital conservation buffer. All ratios remained well above the U.S. Basel III minima.
Regulatory Capital Ratios and Capital Composition
CET1 capital under U.S. Basel III Standardized rules totaled $14.6 billion at December 31, 2020, and increased $303 million from $14.3 billion at December 31, 2019, and decreased $181 million from $14.5 billion at December 31, 2018, as common share repurchases, dividends and an increase in goodwill and intangibles related to Acquisitions were partially offsetlargely driven by net income for the year ended December 31, 2019.2020 and 25% of the increase in AACL subsequent to CECL adoption, partially offset by dividends and common share repurchases. Tier 1 capital at December 31, 20192020 totaled $15.9$16.6 billion, reflecting a $549$698 million increase from $15.3$15.9 billion at December 31, 2018,2019, driven by the changes in CET1 capital and the issuance of Series F preferred stock. At December 31, 2019,2020, we had $1.6$2.0 billion of non-cumulative perpetual preferred stock issued and outstanding, an increase of $730$395 million from $840 million$1.6 billion at December 31, 2018,2019, given the firstsecond quarter 20192020 issuance of 300,000400,000 shares of Series DF Preferred Stock and the fourth quarter 2019 issuance of 450,000 shares of Series E Preferred

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Stock that qualified as additional tier 1 capital. Total capital of $18.5$19.6 billion at December 31, 2019,2020, increased $385 million$1.1 billion from December 31, 2018,2019, driven by the changes in CET1 and tier 1 capital and an increasethe net change in non-qualifyingAACL, partially offset by a decrease in qualifying subordinated debt.
RWA totaled $142.9$146.8 billion at December 31, 2019,2020, based on U.S. Basel III Standardized rules, up $6.7$3.9 billion from December 31, 2018.2019. This increase was driven by growth in retail loans, including education, residential mortgages and unsecured retail portfolios, as well as higher commercial loans and commitments, higher derivative valuations, increases in education loans, commercial real estate loans, MSR RWA, resulting from the finalization of the simplification rules which increased risk weight from 100% to 250%, and multi-familyincreases in residential mortgages, loans held for sale and commercial past due loans. The increase inThese RWA was also driven by the creation of a right-of-use asset in conjunction with the adoption of ASU 2016-02, Leases (Topic 842) and market risk RWA, as we met the reporting threshold prescribed by Market Risk Capital Guidelines. These increases were partially offset by run-offdecreases in thehigh volatility commercial real estate, commercial loans, home equity portfolioloans and lower investment securities.consumer personal loans.
As of December 31, 2019,2020, the tier 1 leverage ratio was 9.4% decreasing from 10.0% and was stable withat December 31, 2018 as2019 driven by the $5.8$16.6 billion increase in quarterly adjusted average assets, waspartially offset by thehigher tier one capital. The increase in tier 1 capital.quarterly adjusted average assets was primarily driven by the COVID-19 pandemic and associated lockdowns, resulting in increased cash level of $9.3 billion and an increase in total loans of $4.6 billion. The increased cash is a result of higher deposits caused by government stimulus and commercial clients building liquidity. The increase in total loans is primarily the result of an increase in commercial and industrial loans from PPP.
The following table presents our capital composition under the U.S. Basel III capital framework:
(in millions)December 31, 2019 December 31, 2018
Total common stockholders’ equity
$20,631
 
$19,977
Exclusions:(1)
   
Net unrealized losses recorded in accumulated other comprehensive income, net of tax:   
Debt and equity securities(1) 490
Derivatives(3) 143
Unamortized net periodic benefit costs415
 463
Deductions:   
Goodwill(7,044) (6,923)
Deferred tax liability associated with goodwill374
 366
Other intangible assets(68) (31)
Total common equity tier 114,304
 14,485
Qualifying preferred stock1,570
 840
Total tier 1 capital15,874
 15,325
Qualifying subordinated debt(2)
1,372
 1,499
Allowance for loan and lease losses1,252
 1,242
Allowance for credit losses for off-balance sheet exposure44
 91
Total capital
$18,542
 
$18,157
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Table 27: Capital Composition Under the U.S. Basel III Capital Framework
(in millions)December 31, 2020December 31, 2019
Total common stockholders’ equity$20,708 $20,631 
Exclusions:(1)
Modified CECL transitional amount568— 
Net unrealized losses recorded in accumulated other comprehensive income, net of tax:
Debt and equity securities(380)(1)
Derivatives11 (3)
Unamortized net periodic benefit costs429 415 
Deductions:
Goodwill(7,050)(7,044)
Deferred tax liability associated with goodwill379 374 
Other intangible assets(58)(68)
Total common equity tier 114,607 14,304 
Qualifying preferred stock1,965 1,570 
Total tier 1 capital16,572 15,874 
Qualifying subordinated debt(2)
1,204 1,372 
Allowance for credit losses2,670 1,296 
Exclusions from tier 2 capital:
  Modified AACL transitional amount(682)— 
  Excess allowance for credit losses(2)
(162)— 
Adjusted allowance for credit losses$1,826 $1,296 
Total capital$19,602 $18,542 
(1) As a U.S. Basel III Standardized approach institution, we selected the one-time election to opt-out of the requirements to include all the components of AOCI.
(2) As of December 31, 20192020 and 2018,2019, the amount of non-qualifying subordinated debt excluded from regulatory capital was $267$348 million and $139$267 million, respectively.

On February 11, 2021, we completed $265 million in private exchange offers for five series of outstanding subordinated notes. Exchange offer participants received newly issued subordinated notes due 2031 which are redeemable by us five years prior to their maturity. In September 2020, we completed $621 million in private exchange offers for five series of outstanding subordinated notes. Exchange offer participants received a combination of our newly issued subordinated notes due 2032 and an additional cash payment. We also completed related cash tender offers which result in $11 million of subordinated notes being validly tendered and accepted for purchase by us and subsequently cancelled. The completion of these subordinated debt exchange offers will benefit our tier 2 and total capital going forward by increasing the amount of subordinated debt eligible for inclusion in tier 2 capital without increasing the aggregate principal amount of subordinated debt outstanding.
Capital Adequacy Process
Our assessment of capital adequacy begins with our risk appetite and risk management framework. This framework provides for the identification, measurement and management of material risks. Capital requirements are determined for actual and forecasted risk portfolios using applicable regulatory capital methodologies. The assessment also considers the possible impacts of approved and proposed changes to regulatory capital requirements. Key analytical frameworks, including stress testing, which enable the assessment of capital adequacy versus unexpected loss under a variety of stress scenarios, supplement our base line forecast. A governance framework supports our capital planning process, including capital management policies and procedures that document capital adequacy metrics and limits, as well as our Capital Contingency Plan and the active engagement of both the legal-entity boards and senior management in oversight and decision-making.
Forward-looking assessments of capital adequacy feed development of a single capital plan covering us and our banking subsidiary that is periodically submitted to the FRB. We prepare this plan in full compliance with the FRB’s Capital Plan Rule and we participate annually in the FRB’s horizontal capital review, which is the FRB’s assessment of specific capital planning areas as part of their normal supervisory process.
All distributions proposed under our Capital Plan are subject to consideration and approval by our Boardboard of Directorsdirectors prior to execution. The timing and exact amount of future dividends and share repurchases will depend on various factors, including our capital position, financial performance and market conditions.

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Capital Transactions
We completed the following capital actions during 2019:2020:
Declared quarterly common stock dividends of $0.32 per share for the first and second quarters of 2019, and $0.36 per share for the third and fourth quarters of 2019, aggregating to $617 million;
Declared semi-annual dividends of $27.50Completed $621 million of subordinated debt private exchange offers in September 2020;
Issued $400 million or 400,000 shares, of 5.650% fixed-rate reset non-cumulative perpetual Series F Preferred Stock in June 2020;
Declared and paid quarterly common stock dividends of $0.39 per share for the first, second, third, and fourth quarters of 2020, aggregating to $672 million;
Declared a semi-annual dividend of $27.50 per share in first quarter 2020, a quarterly dividend of $13.48 per share in second quarter of 2020, a quarterly dividend of $10.90 per share in third quarter 2020 and a quarterly dividend of $10.72 per share in fourth quarter 2020 on the 5.500% fixed-to-floating rate non-cumulative perpetual Series A Preferred Stock, aggregating to $15 million;
Declared semi-annual dividends of $30.00 per share for the second and fourth quarter of 2020 on the 6.000% fixed-to-floating rate non-cumulative perpetual Series B Preferred Stock, aggregating to $18 million;
Declared quarterly dividends of $15.94 per share on the 6.375% fixed-to-floating rate non-cumulative perpetual Series C Preferred Stock, aggregating to $19 million;
Declared quarterly dividends of $15.88 per share on the 5.500% fixed-to-floating rate non-cumulative perpetual Series A Preferred Stock, aggregating to $14 million;
Declared semi-annual dividends of $30.00 per share on the 6.000% fixed-to-floating rate non-cumulative perpetual Series B Preferred Stock, aggregating to $18 million;
Declared quarterly dividends of $15.94 per share on the 6.375% fixed-to-floating rate non-cumulative perpetual Series C Preferred Stock, aggregating to $19 million;
Issued $300 million, or 12,000,000 depository shares, of 6.350% fixed-to-floating rate non-cumulative perpetual Series D Preferred Stock, (the “Series D Preferred Stock”), par valueaggregating to $19 million;
Declared quarterly dividends of $25.00$12.50 per share with a liquidation preference of $1,000 per share, with net proceeds of $293 million;
Declared quarterly dividends of $11.82 per share in the first quarter of 2019 and $15.88 per share in the second, third, and fourth quarters of 2019 on the Series D Preferred Stock, aggregating to $18 million;
Issued $450 million, or 18,000,000 depository shares, of 5.000% fixed-rate non-cumulative perpetual Series E Preferred Stock, (the “Series E Preferred Stock”), par valueaggregating to $23 million;
Declared quarterly dividends of $25.00$19.15 per share within third quarter of 2020 and a liquidation preferencequarterly dividend of $1,000$14.13 per share with net proceeds of $437in fourth quarter 2020 on the 5.650% fixed-rate non-cumulative perpetual Series F Preferred Stock, aggregating to $13 million; and
Declared a quarterly dividend of $9.44 per share in fourth quarter 2019 on the Series E Preferred Stock, aggregating to $4 million; and
Repurchased $1.2 billion$270 million of our outstanding common stock in the first quarter 2020.
Banking Subsidiary’s Capital
The following table presents CBNA’s capital ratios under U.S. Basel III Standardized rules:
Table 28: CBNA's Capital Ratios Under the U.S. Basel III Standardized RulesTable 28: CBNA's Capital Ratios Under the U.S. Basel III Standardized Rules
December 31, 2019 December 31, 2018December 31, 2020December 31, 2019
(dollars in millions, except ratio data)Amount
Ratio Amount
Ratio(dollars in millions, except ratio data)AmountRatioAmountRatio
CET1 capital
$15,610
11.0% 
$11,994
10.6%CET1 capital$16,032 10.9 %$15,610 11.0 %
Tier 1 capital15,610
11.0
 11,994
10.6
Tier 1 capital16,032 10.9 15,610 11.0 
Total capital17,937
12.6
 14,252
12.5
Total capital18,980 13.0 17,937 12.6 
Tier 1 leverage15,610
9.9
 11,994
9.9
Tier 1 leverage16,032 9.2 15,610 9.9 
Risk-weighted assets142,555

 113,610

Risk-weighted assets146,558 142,555 
Quarterly adjusted average assets158,391

 121,686

Quarterly adjusted average assets174,954 158,391 
CBNA CET1 and tier 1 capital totaled $16.0 billion at December 31, 2020, up $422 million from $15.6 billion at December 31, 2019, up $3.6 billion from $12.0 billion at December 31, 2018.2019. The increase was primarily driven by the net impact of the merger of CBPA into CBNA effective January 2, 2019, and net income for the year ended December 31, 2019. The2020 and 25% of the increase wasin AACL subsequent to CECL adoption, partially offset by dividend payments to the Parent Company andCompany. Total capital was $19.0 billion at December 31, 2020, an increase in goodwill and intangibles related Acquisitions. Total capital wasof $1.0 billion from $17.9 billion at December 31, 2019, an increase of $3.7 billion from December 31, 2018, driven by the change in CET1 capital, the net change in AACL and an increase in the ACL, primarily attributable to the merger and slightly offset by an increase in non-qualifyingqualifying subordinated debt.
CBNA had RWA of $142.6$146.6 billion at December 31, 2019,2020, an increase of $28.9$4.0 billion from December 31, 20182019, driven primarily by the merger of CBPA into CBNA,higher derivative valuations, increases in addition to growth in retaileducation loans, commercial real estate loans, MSR RWA, resulting from the finalization of the simplification rules which increased risk weight from 100% to 250%, and commitmentsincreases in residential mortgages, loans held for sale and higher derivative valuations.commercial past due loans. These RWA was also increased by the creation of a right-of-use asset in conjunction with the adoption of ASU 2016-02, Leases (Topic 842) and market risk RWA, as we met the reporting threshold prescribed by Market Risk Capital Guidelines. These increases were partially offset by run-offdecreases in thehigh volatility commercial real estate, commercial loans, home equity portfolioloans and certain sales of investment securities.consumer personal loans.
As of December 31, 2019,2020, the CBNA tier 1 leverage ratio wasdecreased to 9.2% from 9.9% and was stable withat December 31, 2018 as2019, driven by the $36.7$16.6 billion increase in quarterly adjusted average assets, waspartially offset by thehigher tier one capital. The increase in tier 1 capital.

quarterly adjusted average assets was primarily driven by COVID-19 and the associated lockdowns, resulting in increased cash level of $9.3 billion and an increase in total loans of $4.6 billion. The
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increased cash is a result of higher deposits caused by government stimulus and commercial clients building liquidity. The increase in total loans is primarily the result of an increase in commercial and industrial loans from PPP.
LIQUIDITY
Liquidity is defined as our ability to meet our cash flow and collateral obligations in a timely manner, at a reasonable cost. An institution must maintain operating liquidity to meet its expected daily and forecasted cash flow requirements, as well as contingent liquidity to meet unexpected (stress scenario) funding requirements. As noted earlier, reflecting the importance of meeting all unexpected and stress scenario funding requirements, we identify and manage contingent liquidity; consistingliquidity (consisting of cash balances at the FRB, unencumbered high-quality and liquid securities, and unused FHLB borrowing capacity.) Separately, we also identify and manage asset liquidity (cashas a subset of contingent liquidity (consisting of cash balances at the FRB and unencumbered securities) as a subset of contingent liquidity (asset liquidity and undrawn FHLB capacity).high-quality securities.) We consider the effective and prudent management of liquidity to be fundamental to our financial health and strength.
We manage liquidity at the consolidated enterprise level and at each material legal entity, including at the Parent Company and CBNA level.
Parent Company Liquidity
Our Parent Company’s primary sources of cash are dividends and interest received from CBNA as a result of investing in bank equity and subordinated debt and externally issued preferred stock as well as senior and subordinated debt. Uses of cash include the routine cash flow requirements as a bank holding company, including periodic share repurchases and payments of dividends, interest and expenses; the needs of subsidiaries, including CBNA, for additional equity and, as required, its need for debt financing; and the support for extraordinary funding requirements when necessary. To the extent the Parent Company has relied on wholesale borrowings, uses also include payments of related principal and interest.
On January 29, 2019,During the Parent Company issued $300 million, or 12,000,000 depositary shares, each representing a 1/40th interest in a share of its 6.350% fixed-to-floating rate non-cumulative perpetual Series D Preferred Stock, par value of $25.00 per share with a liquidation preference of $1,000 per share (equivalent to $25 per depositary share). For further information, see Note 16 in Item 8.
On July 25, 2019, the Parent Company issued $500 million in seven-year 2.850% fixed-rate senior notes.
On October 28, 2019, the Parent Company issued $450 million, or 18,000,000 depositary shares, each representing a 1/40th interest in a share of its 5.000% fixed-rate non-cumulative perpetual Series E Preferred Stock, par value of $25.00 per share with a liquidation preference of $1,000 per share (equivalent to $25 per depositary share). For further information, see Note 16 in Item 8.
On February 6,year ended December 31, 2020, the Parent Company issuedcompleted the following transactions:
Issued $400 million, or 400,000 shares, of 5.650% fixed-rate reset non-cumulative perpetual Series F Preferred Stock on June 4, 2020;
Issued $750 million in ten-year 3.250% fixed-rate senior notes on April 30, 2020; and
Issued $300 million in ten-year 2.500% fixed-rate senior notes.notes on February 6, 2020.
For further information on outstanding debt and preferred stock, see Note 12 and Note 16 in Item 8.
During the years ended December 31, 20192020 and 2018,2019, the Parent Company declared and paid dividends on common stock of $617$672 million and $471$617 million, respectively, and declared dividends on preferred stock of $73$107 million and $29$73 million, respectively. In addition, the Parent Company repurchased $1.220 billion$270 million and $1.025$1.2 billion of its outstanding common stock, respectively.
Our Parent Company’s cash and cash equivalents represent a source of liquidity that can be used to meet various needs and totaled $2.7 billion as of December 31, 2020 compared with $1.4 billion as of December 31, 2019 compared with $911 million as of December 31, 2018.2019. The Parent Company’s double-leverage ratio (the combined equity investment in Parent Company subsidiaries divided by Parent Company equity) is a measure of reliance on equity cash flows from subsidiaries to fund Parent Company obligations. At December 31, 2019,2020, the Parent Company’s double-leverage ratio was 99%98%.
CBNA Liquidity
In the ordinary course of business, the liquidity of CBNA is managed by matching sources and uses of cash. The primary sources of bank liquidity include deposits from our consumer and commercial customers; payments of principal and interest on loans and debt securities; and wholesale borrowings, as needed, and as described under “—Liquidity Risk Management and Governance.” The primary uses of bank liquidity include withdrawals and maturities of deposits; payment of interest on deposits; funding of loans and related commitments; and funding of securities purchases. To the extent that CBNA has relied on wholesale borrowings, uses also include payments of related principal and interest. For further information on CBNA’s outstanding debt, see Note 12 in Item 8.
As CBNA’s major businesses involveprimary business involves taking deposits and making loans, a key role of liquidity management is to ensure that customers have timely access to funds from deposits and for loans. Liquidity management also involves

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involves maintaining sufficient liquidity to repay wholesale borrowings, pay operating expenses and support extraordinary funding requirements when necessary.
On February 14, 2019,April 30, 2020 CBNA issued $1.5 billion in senior notes, consisting of $700$750 million in three-year 3.250%five-year 2.250% fixed-rate notes, $300 million in three-year floating-rate notes, and $500 million in seven-year 3.750% fixed-ratesenior notes.
Liquidity Risk
We define liquidity risk as the risk that an entity will be unable to meet its payment obligations in a timely manner, at a reasonable cost. Liquidity risk can arise due to contingent liquidity risk and/or funding liquidity risk.
Contingent liquidity risk is the risk that market conditions may reduce an entity’s ability to liquidate, pledge and/or finance certain assets and thereby substantially reduce the liquidity value of such assets. Drivers of contingent liquidity risk include general market disruptions as well as specific issues regarding the credit quality and/or valuation of a security or loan, issuer or borrower and/or asset class.
Funding liquidity risk is the risk that market conditions and/or entity-specific events may reduce an entity’s ability to raise funds from depositors and/or wholesale market counterparties. Drivers of funding liquidity risk may be idiosyncratic or systemic, reflecting impediments to operations and/or damaged market confidence.
Factors Affecting Liquidity
Given the composition of assets and borrowing sources, contingent liquidity risk at CBNA would be materially affected by events such as deterioration of financing markets for high-quality securities (e.g., mortgage-backed securities and other instruments issued by the GNMA, FNMA and the FHLMC), by any inability of the FHLBs to provide collateralized advances and/or by a refusal of the FRB to act as a lender of last resort in systemic stress.
Similarly, given the structure of its balance sheet, the funding liquidity risk of CBNA would be materially affected by an adverse idiosyncratic event (e.g., a major loss, causing a perceived or actual deterioration in its financial condition), an adverse systemic event (e.g., default or bankruptcy of a significant capital markets participant), or a combination of both. Consequently, and despite ongoing exposure to a variety of idiosyncratic and systemic events, we view our contingent liquidity risk and our funding liquidity risk to be relatively modest.
An additional variable affecting our access to unsecured wholesale market funds and to large denomination (i.e., uninsured) customer deposits is the credit ratings assigned by such agencies as Moody’s, Standard & Poor’s and Fitch. The following table presents our credit ratings:
Table 29: Credit Ratings
December 31, 20192020
Moody’s  
Standard and

Poor’s
Fitch  
Citizens Financial Group, Inc.:
Long-term issuerNRBBB+BBB+
Short-term issuerNRA-2F1
Subordinated debtNRBBBBBB
Preferred StockNRBB+BB-BB
Citizens Bank, National Association:
Long-term issuerBaa1A-BBB+
Short-term issuerNRA-2F1
Long-term depositsA1NRA-
Short-term depositsP-1NRF1
NR = Not Rated
Changes in our public credit ratings could affect both the cost and availability of our wholesale funding. As a result and in order to maintain a conservative funding profile, CBNA continues to minimize reliance on unsecured wholesale funding. At December 31, 2019,2020, our wholesale funding consisted primarily of secured borrowings from the FHLBs collateralized by high-quality residential mortgages and term debt issued by the Parent Company and CBNA.
Existing and evolving regulatory liquidity requirements represent another key driver of systemic liquidity conditions and liquidity management practices. The FRB, the OCC and the FDIC regularly evaluate our liquidity as
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part of the overall supervisory process. In addition we are subject to existing and evolving regulatory liquidity requirements, some of which are subject to further rulemaking, guidance and interpretation by the applicable

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federal regulators. For further discussion, see the “Regulation and Supervision — Financial Regulatory Reform” and “—Liquidity Requirements” sections in Item 1.
The LCR was developed by the U.S. federal banking regulators to ensure banks have sufficient high-quality liquid assets to cover expected net cash outflows over a 30-day liquidity stress period. In accordance with the October 2019 Final Rules, Category IV institutions with less than $50 billion in weighted short-term wholesale funding, such as us, are no longer subject to the requirements of the LCR rule as of December 31, 2019.
Liquidity Risk Management and Governance
Liquidity risk is measured and managed by the Funding and Liquidity unit within our Treasury unit in accordance with policy guidelines promulgated by our Board and the Asset Liability Committee. In managing liquidity risk, the Funding and Liquidity unit delivers regular and comprehensive reporting, including current levels versus threshold limits, for a broad set of liquidity metrics and early warning indicators, explanatory commentary relating to emerging risk trends and, as appropriate, recommended remedial strategies.
Our Funding and Liquidity unit’s primary goal is to deliver and otherwise maintain prudent levels of operating liquidity (to support expected and projected funding requirements), and contingent liquidity (to support unexpected funding requirements resulting from idiosyncratic, systemic, and combination stress events, and regulatory liquidity requirements) in a timely manner from stable and cost-efficient funding sources.
We seek to accomplish this goal by funding loans with stable deposits; by prudently controlling dependence on wholesale funding, particularly short-term unsecured funding; and by maintaining ample available liquidity, including a contingent liquidity buffer of unencumbered high-quality loans and securities. As of December 31, 2019:2020:
Core deposits continued to be our primary source of funding and our consolidated year-end loans-to-deposits ratio, which excludes LHFS, was 83.6%;
Our cash position (which is defined as cash balance held at the FRB) totaled $11.7 billion;
Contingent liquidity was $47.3 billion, consisting of unencumbered high-quality liquid securities of $21.8 billion, unused FHLB capacity of $13.9 billion, and our cash position of $11.7 billion. Asset liquidity (a component of contingent liquidity) was $33.5 billion, consisting of our cash position of $11.7 billion and unencumbered high-quality liquid securities of $21.8 billion;
Available discount window capacity, defined as available total borrowing capacity from the FRB based on identified collateral, is secured by non-mortgage commercial and retail loans and totaled $28.9 billion. Use of this borrowing capacity would be considered only during exigent circumstances; and
95.0%;
Our cash position (which is defined as cash balance held at the FRB) totaled $2.1 billion;
Contingent liquidity was $28.5 billion, consisting of unencumbered high-quality liquid securities of $19.2 billion, unused FHLB capacity of $7.2 billion, and our cash position of $2.1 billion. Asset liquidity (a component of contingent liquidity) was $21.3 billion, consisting of our cash position of $2.1 billion and unencumbered high-quality liquid securities of $19.2 billion;
Available discount window capacity, defined as available total borrowing capacity from the FRB based on identified collateral, is secured by non-mortgage commercial and retail loans and totaled $12.4 billion. Use of this borrowing capacity would be considered only during exigent circumstances; and
For a summary of our sources and uses of cash by type of activity for the years ended December 31, 20192020 and 2018,2019, see the Consolidated Statements of Cash Flows in Item 8.
The Funding and Liquidity unit monitors a variety of liquidity and funding metrics and early warning indicators and metrics, including specific risk thresholds limits. These monitoring tools are broadly classified as follows:
Current liquidity sources and capacities, including cash at the FRBs, free and liquid securities and available and secured FHLB borrowing capacity;
Liquidity stress sources, including idiosyncratic, systemic and combined stresses, in addition to evolving regulatory requirements; and
Current and prospective exposures, including secured and unsecured wholesale funding and spot and cumulative cash-flow gaps across a variety of horizons.
Further, certain of these metrics are monitored individually for CBNA, and for our consolidated enterprise on a daily basis, including cash position, unencumbered securities, asset liquidity, and available FHLB borrowing capacity. In order to identify emerging trends and risks and inform funding decisions, specific metrics are also forecasted over a one-year horizon.
    

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CONTRACTUAL OBLIGATIONS
The following table presents our outstanding contractual obligations as of December 31, 2019:
Table 30: Outstanding Contractual Obligations as of December 31, 2020Table 30: Outstanding Contractual Obligations as of December 31, 2020
(in millions)Total
Less than 1 year1 to 3 years3 to 5 yearsMore than 5 years(in millions)TotalLess than 1 year1 to 3 years3 to 5 yearsMore than 5 years
Deposits with a stated maturity of less than one year (1) (2)

$106,577

$106,577

$—

$—

$—
Deposits with a stated maturity of less than one year (1) (2)
$137,648 $137,648 $— $— $— 
Term deposits (1)
18,736
16,151
2,311
270
4
Term deposits (1)
9,516 8,474 828 211 
Long-term borrowed funds (1) (3)
14,047
2,504
8,462
1,058
2,023
Long-term borrowed funds (1) (3)
8,346 1,361 2,746 1,586 2,653 
Contractual interest payments (4)
895
324
329
155
87
Contractual interest payments (4)
895 224 287 217 167 
Lease liabilities maturing under non-cancelable operating leases806
150
275
182
199
Lease liabilities maturing under non-cancelable operating leases921 149 277 201 294 
Purchase obligations (5)
822
317
320
148
37
Purchase obligations (5)
944 411 396 116 21 
Total outstanding contractual obligations
$141,883

$126,023

$11,697

$1,813

$2,350
Total outstanding contractual obligations$158,270 $148,267 $4,534 $2,331 $3,138 
(1) Deposits and long-term borrowed funds exclude interest.
(2) Includes demand, checking with interest, regular savings, and money market account deposits. See “—Deposits” for further information.
(3) Includes obligations under capital leases.
(4) Includes accrued interest and future contractual interest obligations related to long-term borrowed funds.
(5) Includes purchase obligations for goods and services covered by non-cancelable contracts and contracts including cancellation fees.
OFF-BALANCE SHEET ARRANGEMENTS
The following table presents our outstanding off-balance sheet arrangements. For further information, see Note 18 in Item 8:
Table 31: Outstanding Off-Balance Sheet Arrangements
December 31,
(in millions)20202019ChangePercent
Commitments to extend credit$74,160 $72,743 $1,417 %
Letters of credit2,239 2,190 49 
Risk participation agreements98 37 61 165 
Loans sold with recourse54 37 17 46 
Marketing rights29 33 (4)(11)
Total$76,580 $75,040 $1,540 %
 December 31,    
(in millions)2019
 2018
 Change
 Percent
Commitments to extend credit
$72,743
 
$69,553
 
$3,190
 5%
Letters of credit2,190
 2,125
 65
 3
Risk participation agreements37
 19
 18
 95
Loans sold with recourse37
 5
 32
 NM
Marketing rights33
 37
 (4) (11)
Total
$75,040
 
$71,739
 
$3,301
 5%
CRITICAL ACCOUNTING ESTIMATES
Our audited Consolidated Financial Statements, which are included in this Report, are prepared in accordance with GAAP. The preparation of financial statements in conformity with GAAP requires us to establish accounting policies and make estimates that affect amounts reported in our audited Consolidated Financial Statements.
An accounting estimate requires assumptions and judgments about uncertain matters that could have a material effect on our audited Consolidated Financial Statements. Estimates are made using facts and circumstances known at a point in time. Changes in those facts and circumstances could produce results substantially different from those estimates. Our most significant accounting policies and estimates and their related application are discussed below. See Note 1 in Item 8, for further discussion of our significant accounting policies.
Allowance for Credit Losses
Management’s estimate of probableWe reserve for expected credit losses inon our loan and lease portfolios includingportfolio through the ALLL and for expected credit losses in our unfunded lending commitments is recorded inthrough other liabilities. Collectively, the ALLL and the reservereserves for expected credit losses in unfunded lending commitments are referred to as the ACL.
Changes in the ACL are reflected in net income through provision for credit losses. Changes in the credit risk profile of our loans and leases result in changes in provision expense with a resulting change, net of charge-offs and recoveries, in the ACL balance.
The ACL is often the most critical of all the accounting estimates for banking institutions like us. The ACL is maintained at levels thata level we believe to be appropriate asto absorb expected lifetime credit losses over the contractual life of the balance sheet date. The reserve forloan and lease portfolios and on the unfunded lending commitments is reported as a component of other liabilities in the Consolidated Balance Sheets.commitments. Our determination of such estimatesthe ACL is based on a periodic evaluation of the loan and lease portfolios and unfunded lending commitments that are not unconditionally cancellable considering a number of relevant underlying factors, including key assumptions and evaluation of quantitative and qualitative information.
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Key assumptions used in our ACL measurement process include the use of a two-year reasonable and supportable economic forecast period followed by a one-year period during which the expected credit facilities, as well as other relevant factors. Thislosses revert to long-term historical macroeconomic inputs.
The evaluation of quantitative and qualitative information is performed through assessments of groups of assets that share similar risk characteristics and certain individual loans and leases that do not share similar risk characteristics with the collective group. Loans are grouped generally by product type (e.g., commercial and industrial, commercial real estate, residential mortgage, etc.), and significant loan portfolios are assessed for credit losses using econometric models. The evaluation process is inherently imprecise and subjective andas it requires significant estimates and judgments ofmanagement judgment based on underlying factors all of whichthat are susceptible to change.change, sometimes materially and rapidly.
The ALLLquantitative evaluation of the adequacy of the ACL utilizes a single economic forecast as its foundation, and reserve foris primarily based on econometric models that use known or estimated data as of the balance sheet date and forecasted data over the reasonable and supportable period. Known and estimated data include current PD, LGD and EAD (for commercial), timing and amount of expected draws (for unfunded lending commitments could be affected by a variety of internalcommitments), FICO, LTV, term and external factors. Internal factors include portfolio performance such as delinquency levels, assigned risk ratings, thetime on books (for retail loans), mix and level of loan balances, differing economic risks associated with each loan categorydelinquency levels, assigned risk ratings, previous loss experience, current business conditions, amounts and the financial conditiontiming of specific borrowers. External factors include fluctuations in the general economy, unemployment rates, bankruptcy filings, developments within a particular industry, changes in collateral valuesexpected future cash flows, and factors particular to

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a specific commercial credit such as competition, business and management performance. Forward-looking economic assumptions include real gross domestic product, unemployment rate, interest rate curve, and changes in collateral values. This data is aggregated to estimate expected credit losses over the contractual life of the loans and leases, adjusted for expected prepayments. In highly volatile economic environments historical information, such as commercial customer financial statements or consumer credit ratings, may not be as important to estimating future expected losses as forecasted inputs to the models.
The ALLLACL may also be adjustedaffected materially by a variety of qualitative factors that we consider to reflect our current assessmentjudgment of various qualitativeevents and risks factors and events that mayare not be measured in our statistical procedures. Thereprocedures including uncertainty related to the economic forecasts used in the modeled credit loss estimates, loan growth, back testing results, credit underwriting policy exceptions, regulatory and audit findings, and peer comparisons. The qualitative allowance is no certaintyfurther informed for certain industry sectors or loan classes by alternative scenarios to support the period-end ACL balance. We recognize that this approach may not be suitable in certain economic environments and differing analysis may be requested at management’s discretion. Due in part to its subjectivity, the ALLLqualitative evaluation may be materially impacted during periods of economic uncertainty and reservelate breaking events could lead to revision of reserves to reflect management’s best estimate of expected credit losses.
The measurement process results in specific or pooled allowances for loans, leases and unfunded lending commitments, willand qualitative allowances that are judgmentally determined and applied across the portfolio.
There are certain loan portfolios that may not need an econometric model to enable us to calculate management’s best estimate of the expected credit losses. Less data intensive, non-modeled approaches to estimating losses are considered more efficient and practical for portfolios that have lower levels of outstanding balances (e.g., runoff or closed portfolios, and new products or products that are not significant to our overall credit risk exposure).
The difference in ACL as of December 31, 2020 as compared to December 31, 2019 continues to be appropriatedriven by the COVID-19 pandemic and associated lockdowns and the resulting economic impacts from March to December 31, 2020, as well as our adoption of CECL on January 1, 2020. We added $451 million in ACL upon adoption of CECL, and have added an additional $923 million over time2020, resulting in an ending ACL balance of $2.7 billion.
To determine the ACL as of December 31, 2020, we utilized an economic scenario that generally reflects real GDP growth of approximately 4% over 2021, returning to cover losses becausefourth quarter 2019 real GDP levels by the last quarter of unanticipated adverse changes2021. The scenario also projects the unemployment rate to be in anythe range of these internal, external or qualitative factors. There were no material changesapproximately 7% to 7.5% throughout 2021. While the macroeconomic forecast was slightly improved relative to the third quarter 2020 forecast, we continued to apply management judgment to adjust the modeled reserves in assumptions or estimation techniques compared with prior years thatthe commercial industry sectors most impacted by the COVID-19 pandemic and associated lockdowns, including retail and hospitality, casual dining, retail trade, price-sensitive energy and related, and educational services, as well as in certain retail products.
Our determination of the current year’s ALLLACL is sensitive to changes in forecasted macro-economic conditions during the reasonable and the reserve for unfunded lending commitments.
The evaluation of the adequacy of the commercial, commercial real estate, and lease ALLL and reserve for unfunded lending commitments is primarily based on risk rating models that assess probability of default (“PD”), loss given default (“LGD”) and exposure at default on an individual loan basis. The models are primarily driven by individual customer financial characteristics and are validated against historical experience. Additionally, qualitative factors are included in the risk rating models. After the aggregation of individual borrower incurred loss, additional overlays can be made based on back-testing against historical losses and forward loss curve ratios.
For nonaccruing commercial and commercial real estate loans with an outstanding balance of $3 million or greater and for all commercial and commercial real estate TDRs (regardless of size),supportable period. To illustrate, we conduct specific analysis on a loan level basis to determine the probable amount of credit loss. If appropriate, a specific ALLL is established for the loan through a charge to the provision for credit losses. For all classes of impaired loans, individual loan measures of impairment may result in a charge-off to the ALLL, if deemed appropriate. In such cases, the provision for credit losses is not affected when a specific reserve for at least that amount already exists. Techniques utilized include comparing the loan’s carrying amount to the estimated present value of its future cash flows, the fair value of its underlying collateral, or the loan’s observable market price. The technique applied to each impaired loan is based on the workout officer’s opinion of the most probable workout scenario. Historically, this has generally led to the use of the estimated present value of future cash flows approach. The fair value of underlying collateral will be used if the loan is deemed collateral dependent. For loans that use the fair value of underlying collateral approach, a charge-off assessment is performed quarterly to write the loans down for declines in value to fair value less cost to sell.
For most non-impaired retail loan portfolio types, the ALLL is based upon the incurred loss model utilizing the PD, LGD and exposure at default on an individual loan basis. When developing these factors, we may consider the loan product and collateral type, delinquency status, LTV ratio, lien position, borrower’s credit, time outstanding, geographic location and incurred loss period. Incurred loss periods are reviewed and updated at least annually, and potentially more frequently when economic situations change rapidly, as they tend to fluctuate with economic cycles. Incurred loss periods are generally longer in good economic times and shorter in bad times. Certain retail portfolios, including education, unsecured personal loans, SBO home equity loans and credit card receivables utilize roll rate or vintage models to estimate the ALLL.
For home equity lines and loans, a number of factors impact the PD. Specifically, the borrower’s current FICO score, the utilization rate, delinquency statistics, borrower income, current CLTV ratio and months on books are all used to assess the borrower’s creditworthiness. Similarly, LGD is also impacted by various factors, including the utilization rate, the CLTV ratio, the lien position, the Housing Price Index change for the location (as measured by the Case-Shiller index), age of the loan and current loan balance.
When we are not in a first lien position, we use delinquency information on the first lien exposures obtained from third-party credit information providers in the credit assessment. For all first liens, whether owned by a third party or by us, an additional assessment is performed on a quarterly basis. In this assessment, the most recent three months’ performance of the senior liens is reviewed for delinquency (90 days or more past due), modification, foreclosure and/or bankruptcy statuses. If any derogatory status is present, the junior lien will be placed on nonaccrual status regardless of its delinquency status on our books. This subsequent change to nonaccrual status will alter the treatment in the PD model, thus affecting the reserve calculation.
In addition, the first lien exposure is combined with the second lien exposure to generate a CLTV. The CLTV is a more accurate reflection of the leverage of the borrower against the property value, as compared to the LTV from just the junior lien(s). The CLTV is used for modeling both the junior lien PD and LGD. This also impacts the ALLL rates for the junior lien HELOCs.
The above measures are all used to assess the PD and LGD for HELOC borrowers for whom we originated the loans.
For retail TDRspessimistic scenario than that are not collateral-dependent, allowances are developed using the present value of expected future cash flows, compared to the recorded investment in the loans. Expected re-default factors are considered in this analysis. Retail TDRs that are deemed collateral-dependent are written down to the fair market

described
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valueabove which assumes vaccinations taking longer and COVID-19 cases being approximately 50% higher than our current expectations. This pessimistic scenario reflects real GDP growth of approximately 2.5% and unemployment in the range of 8% to 8.5% over 2021. Excluding consideration of qualitative adjustments, this scenario would result in a quantitative lifetime loss estimate of approximately 1.2x our period end ACL, or an increase of $450 million.
Because several quantitative and qualitative factors are considered in determining the ACL, this sensitivity analysis does not necessarily reflect the nature and extent of future changes in the ACL or even what the ACL would be under these economic circumstances. The sensitivity is intended to provide insights into the impact of adverse changes in the macro-economic environment and the corresponding impact to modeled loss estimates. The hypothetical determination does not incorporate the impact of management judgment or other qualitative factors that could be applied in the actual estimation of the collateral less costsACL, and does not imply any expectation of future deterioration in our loss rates.
To provide additional context regarding sensitivity to sell. The fair valuemore pessimistic scenarios, our ACL balance of collateral is periodically monitored subsequent to$2.7 billion represents 31% of the modification.
Changes$8.6 billion of nine-quarter losses projected in the levels of estimated losses can significantly affect management’s determination of an appropriate ALLL. For retail loans, losses are affected by such factors as loss severity, collateral values, economic conditions, and other factors. A one basis point and five basis point increase in the estimated loss rate for retail loans at December 31, 2019 would have increased the ALLL by $6 million and $31 million, respectively. The ALLL for our Commercial Banking segment is sensitive to assigned credit risk ratings and inherent loss rates. If 10% and 20%Federal Reserve run of the December 2020 Supervisory Severely Adverse scenario (the “Supervisory Severely Adverse scenario”), which forecasted more protracted unemployment and GDP declines compared with our ACL calculation. Our ACL calculation also included the impacts of government stimulus.
Comparatively, our ACL represents 53% of the $5.1 billion of projected losses in the Company run results of the Supervisory Severely Adverse scenario. Losses projected under the Company run Supervisory Severely Adverse scenario are lower than the Federal Reserve run results due to methodology and modeling differences. As an example, the Federal Reserve’s models did not recognize contractual loss sharing arrangements in the merchant loan portfolio. In addition, both the Company run and Federal Reserve run results include incremental losses associated with loan originations assumed post-June 30, 2020. In contrast, our December 31, 2019 year end loan balances (including unfunded commitments) within each risk rating category of our Commercial Banking segment had experienced downgrades of two risk categories, the ALLL would have increased by $66 million and $126 million, respectively.
Commercial2020 ACL balance considers only existing loans and leases are charged off to the ALLL when there is little prospectlines of collecting either principal or interest. Charge-offs of commercial loans and leases usually involve receipt of borrower-specific adverse information. For commercial collateral-dependent loans, an appraisal or other valuation is used to quantify a shortfall between the fair valuecredit as of the collateral less costsreporting date.
While the recovery path is clearer than it was at the end of the third quarter 2020, significant future uncertainty still exists, including size and timing of further monetary and fiscal stimulus, and progress in the rollout of COVID-19-related vaccines. It remains difficult to sellestimate how changes in economic forecasts might affect our ACL because such forecasts consider a wide variety of variables and inputs, and changes in the variables and inputs may not occur at the same time or in the same direction, and such changes may have differing impacts by product types. Further, the variables and inputs may be idiosyncratically affected by existing or future monetary and fiscal stimulus programs and forbearance and other customer accommodation efforts. Nevertheless, changes in one or multiple of the key variables may have a material impact to our estimation of expected credit losses.
We continue to monitor the impact of the COVID-19 pandemic, vaccination efforts, and related policy measures on the economy and the recorded investment inresulting potentially material effects on the commercial loan. Retail loan charge-offs are generally based on established delinquency thresholds rather than borrower-specific adverse information. When a loan is collateral-dependent, any shortfalls between the fair value of the collateral less costs to sell and the recorded investment is promptly charged off. Placing any loan or lease on nonaccrual status does not by itself require a partial or total charge-off; however, any identified losses are charged off at that time.ACL.
For additional information regarding the ALLL and reserve for unfunded lending commitments, see Note 1 and Note 5 in Item 8.
Goodwill
Goodwill is initially recorded as the excess of the purchase price over the fair value of net assets acquired in a business combination and is assigned to our reporting units at the acquisition date. Our reporting units align to our operating segments identified in Note 25 in Item 8. We have identified and assigned goodwill totaling $7.1 billion at December 31, 2020, to our reporting units as follows: $2.3 billion to Consumer Banking and $4.8 billion to Commercial Banking.
Goodwill is not amortized but is subject to annual impairment tests. We review goodwill for impairment annually as of October 31 and in interim periods when events or changes indicate the carrying value of one or more reporting units may not be recoverable. If it is more likely than not that the fair value exceeds the carrying value, no further testing is necessary, otherwise a quantitative assessment of goodwill is required.
The quantitative assessment used to identify potential impairment involves comparing each reporting unit’s fair value to its carrying value, including goodwill. If the fair value of a reporting unit exceeds its carrying value inclusive of goodwill, the applicable goodwill is not considered impaired. If the carrying value of the reporting unit inclusive of goodwill exceeds its fair value, an impairment charge against net income is recorded equal to the excess amount. Under the quantitative impairment assessment, the fair values of our reporting units are determined using a combination of income and market-based approaches. We rely on the income approach
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(discounted cash flow method, or “DCF”) as our primary method to determine a range of values for each reporting unit, with the market and transaction approaches used to inform management of the best estimate of value within that range.
Significant management judgment is necessary in the determination of the fair value of a reporting unit as the income approach requires an estimation of future cash flows, considering the after-tax results of operations, the extent and timing of credit losses, and appropriate discount and capital retention rates. The determination of fair value is a highly subjective process, and actual future cash flows may differ from forecasted results.
Cash flow projections rely upon multi-year financial forecasts developed for each reporting unit that consider key business drivers such as new business initiatives, customer retention standards, market share changes, anticipated loan and deposit growth, fees and expenses, forward interest rates, historical performance, credit performance, and industry and economic trends, among other considerations. The long-term growth rate used in determining the terminal value of each reporting unit is estimated based on management’s assessment of the minimum expected terminal growth rate of each reporting unit, as well as broader economic considerations such as GDP, unemployment and inflation.
Our discount rate was based on the estimated cost of equity under the Capital Asset Pricing Model, which considers the risk-free interest rate, market risk premium, and beta specific to a particular reporting unit. The discount rates are also calibrated on the assessment of the risks related to the projected cash flows of each reporting unit.
Under the market approach, valuation of our reporting units considers a combination of earnings and equity multiples from companies with characteristics similar to the reporting unit. Since the fair values determined under the market approach are representative of non-controlling interests, the valuations incorporate a control premium.
We performed our annual goodwill impairment assessment on a quantitative basis in the fourth quarter of 2020. When calculating the fair value of our reporting units under the income approach, short and medium-term forecasts incorporated current economic conditions and ongoing impacts of the COVID-19 pandemic and associated lockdowns, including a federal funds target near zero and near-term elevated ACL, offset by significant monetary and fiscal stimulus. Long-term cash flow projections reflected normalized rate and credit environments, as well as a long-term rate of return for each reporting unit. At the conclusion of the quantitative assessment it was determined that the estimated fair value of the Commercial Banking and Consumer Banking reporting units substantially exceed their carrying values due primarily to an improvement in the short and medium-term economic forecasts.
When performing the quantitative goodwill impairment assessment in the fourth quarter of 2020, we corroborated the fair value of our reporting units determined by the DCF method by adding the aggregated sum of these fair value measurements to the fair value of our Other non-segment operations and comparing this total to our observed market capitalization. The excess of the sum of the fair values of the reporting units over the market capitalization of Citizens decreased from third quarter of 2020 to October 31, 2020, and decreased significantly to December 31, 2020 as our per share price rose from $25.28 to $35.76. The increase in our market capitalization resulted in a corresponding decrease in our implied control premium.
Fair Value
We measure fair value of assets and liabilities using the price that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants at the measurement date. Fair value is based upon quoted market prices in an active market, where available. If quoted prices are not available, observable market-based inputsalso used on a recurring and nonrecurring basis to evaluate certain assets for impairment or independently sourced parameters are used to developfor financial statement disclosure purposes. Examples of nonrecurring uses of fair value whenever possible. Such inputs may include pricesimpairment for certain loans, leases and goodwill. Examples of similarrecurring uses of fair value for financial statement disclosure purposes include disclosure of the fair value of certain financial assets and liabilities accounted for on an amortized cost basis, such as HTM securities. For certain assets or liabilities, yield curves, interest rates, prepayment speeds and foreign exchange rates.
We classify our assets and liabilities that are carried at fair valuethe application of management judgment in accordance with the three-level valuation hierarchy:
Level 1. Quoted prices (unadjusted) in active markets for identical assets or liabilities;
Level 2. Observable inputs other than Level 1 prices, such as quoted prices for similar instruments; quoted prices in markets that are not active; or other inputs that are observable or can be corroborated by market data for substantially the full termdetermination of the asset or liability; and
Level 3. Unobservable inputs that are supported by little or no market information and that are significant to the fair value measurement.
Classification in the hierarchy is based upon the lowest level input that is significant to the fair value measurement of the asset or liability. For instruments classified in Level 1 and 2 where inputs are primarily based upon observable market data, there is less judgment applied in arriving at the fair value. For instruments classified in Level 3, management judgment is more significant due to the lack of observable market data.
We review and update the fair value hierarchy classifications on a quarterly basis. Changes from one quarter to the next related to the observability of inputs in fair value measurements may result in a reclassification between the fair value hierarchy levels and are recognized based on year-end balances. We also verify the accuracy of the pricing provided by our primary external pricing service on a quarterly basis. This process involves using a secondary external vendor to provide valuations for our securities portfolio for comparison purposes. Any securities with discrepancies beyond a certain threshold are researched and, if necessary, valued by an independent outside broker.
Fair value is also used on a nonrecurring basis to evaluate certain assets for impairment or for disclosure purposes. Examples of nonrecurring uses of fair value include mortgage servicing rights accounted for by the amortization method, loan impairments for certain loans and goodwill.
The fair value of assets under operating leases is determined using collateral specific pricing digests, external appraisals, broker opinions, recent sales data from industry equipment dealers, and the discounted cash flows

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derived from the underlying lease agreement. As market data for similar assets and lease agreements is available and used in the valuation, these assets are classified as Level 2.
MSRs do not trade in an active market with readily observable prices. MSRs are classified as Level 3 since the valuation methodology utilizes significant unobservable inputs. The MSR fair value was calculated using a discounted cash flow model which used assumptions, including weighted-average life, prepayment assumptions and weighted-average option adjusted spread. It is important to note that changes in our assumptions may not be
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independent of each other. Changesother; changes in one assumption may result in changes to another (e.g., changes in interest rates, which are inversely correlated to changes in prepayment rates, may result in changes to discount rates), which could impact sensitivities.. The underlying assumptions and estimated values are corroborated by values received from independent third parties based on their review of the servicing portfolio, and comparisons to market transactions. In addition, the MSR Policy is approved by the Asset Liability Committee.
For additional information regarding our fair value measurements, see Note 1, Note 3, Note 8, Note 13, and Note 19 in Item 8.

ACCOUNTING AND REPORTING DEVELOPMENTS
Accounting standards issued but not adopted as of December 31, 2019
PronouncementSummary of GuidanceEffects on Financial Statements
Simplifying the Accounting for Income Taxes

Issued December 2019
The guidance simplifies the accounting for income taxes by eliminating certain exceptions related to the approach for intraperiod tax allocation, the methodology for calculating income taxes in an interim period and the recognition of deferred tax liabilities for outside basis differences.

Simplifies aspects of the accounting for franchise taxes and enacted changes in tax laws or rates.

Clarifies the accounting for transactions that result in a step-up in the tax basis of goodwill.


• Required effective date: January 1, 2021. Early adoption is permitted. The Company adopted this guidance effective January 1, 2020.

• Adoption did not have an impact on our Consolidated Financial Statements.
Disclosure Requirements - Fair Value Measurements

Issued August 2018
Amends disclosure requirements on fair value measurements.

The guidance eliminates requirements for certain disclosures that are no longer considered relevant or cost beneficial, requires new disclosures and modifies existing disclosures that are expected to enhance the usefulness of the financial statements.

Prospective application is required for new disclosure requirements.

Retrospective application is required for all other amendments for all periods presented.

Required effective date: January 1, 2020. Early adoption is permitted. We did not adopt this guidance prior to the required effective date.

Adoption is not expected to have a material impact on our Consolidated Financial Statements.


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RISK GOVERNANCE
We are committed to maintaining a strong, integrated and proactive approach to the management of all risks to which we are exposed in pursuit of our business objectives. A key aspect of our Board’s responsibility as the main decision making body is setting our risk appetite to ensure that the levels of risk that we are willing to accept in the attainment of our strategic business and financial objectives are clearly understood.
To enable our Board to carry out its objectives, it has delegated authority for risk management activities, as well as governance and oversight of those activities, to a number of Board and executive management level risk committees. The Executive Risk Committee (“ERC”), chaired by the Chief Risk Officer, is responsible for oversight of risk across the enterprise and actively considers our inherent material risks, analyzes our overall risk profile and seeks confirmation that the risks are being appropriately identified, assessed and mitigated. Reporting to the ERC are the following additional committees, covering specific areas of risk: Compliance and Operational Risk Committee, Model Risk Committee, Credit Policy Committee, Asset Liability Committee, Business Initiatives Review Committee, and the Conduct and Ethics Committee.
Risk Framework
Our risk management framework is embedded in our business through a “Three Lines of Defense” model which defines responsibilities and accountabilities for risk management activities.
First Line of Defense
The business lines (including their associated support functions) are the first line of defense and are accountable for identifying, assessing, managing, and controlling the risks associated with the products and services they provide. The business lines are responsible for performing regular risk assessments to identify and assess the material risks that arise in their area of responsibility, complying with relevant risk policies, testing and certifying the adequacy and effectiveness of their operational and financial reporting controls on a regular basis, establishing and documenting operating procedures and establishing and owning a governance structure for identifying and managing risk.
Second Line of Defense
The second line of defense includes independent monitoring and control functions accountable for developing and ensuring implementation of risk and control frameworks and related policies. This centralized risk function is appropriately independent from the business and is accountable for overseeing and challenging our business lines on the effective management of their risks, including credit, market, operational, regulatory, reputational, interest rate, liquidity and strategic risks.
Third Line of Defense
Our Internal Audit function is the third line of defense providing independent assurance with a view of the effectiveness of our internal controls, governance practices, and culture so that risk is managed appropriately for the size, complexity, and risk profile of the organization. Internal Audit has complete and unrestricted access to any and all of our records, physical properties and personnel. Internal Audit issues a report following each internal review and provides an audit opinion to the Board’s Audit Committee on a quarterly basis.
Credit Quality Assurance reports to the Chief Audit Executive and provides the legal-entity boards, senior management and other stakeholders with independent assurance on the quality of credit portfolios and adherence to agreed Credit Risk Appetite and Credit Policies and processes. In line with its procedures and regulatory expectations, the Credit Quality Assurance function undertakes a program of portfolio testing, assessing and reporting through four Risk Pillars of Asset Quality, Rating and Data Integrity, Risk Management and Credit Risk Appetite.
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Risk Appetite
Risk appetite is a strategic business and risk management tool. We define our risk appetite as the maximum limit of acceptable risk beyond which we could be unable to achieve our strategic objectives and capital adequacy obligations.
Our principal non-market risks include credit, operational, regulatory, reputational, liquidity and strategic risks. We are also subject to certain market risks which include potential losses arising from changes in interest rates, foreign exchange rates, equity prices, commodity prices and/or other relevant market rates or prices. Market risk in our business arises from trading activities that serve customer needs, including hedging of interest rates, foreign exchange risk and non-trading activities within capital markets. We have established enterprise-wide policies

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and methodologies to identify, measure, monitor and report on market risk. We actively manage both trading and non-trading market risks. See “—Market Risk” for further information. Our risk appetite is reviewed and approved annually by the Board Risk Committee.
Credit Risk
Overview
Credit risk represents the potential for loss arising from a customer, counterparty, or issuer failing to perform in accordance with the contractual terms of the obligation. While the majority of our credit risk is associated with lending activities, we do engage with other financial counterparties for a variety of purposes including investing, asset and liability management, and trading activities. Given the financial impact of credit risk on our earnings and balance sheet, the assessment, approval and management of credit risk represents a major part of our overall risk-management responsibility.
Objective
The independent Credit Risk Function is responsible for reviewing and approving credit risk appetite across all lines of business and credit products, approving larger and higher risk credit transactions, monitoring portfolio performance, identifying problem credit exposures, and ensuring remedial management.
Organizational Structure
Management and oversight of credit risk is the responsibility of both the business line and the second line of defense. The second line of defense, the independent Credit Risk Function, is led by the Chief Credit Officer who oversees all of our credit risk. The Chief Credit Officer reports to the Chief Risk Officer. The Chief Credit Officer, acting in a manner consistent with Board policies, has responsibility for, among other things, the governance process around policies, procedures, risk acceptance criteria, credit risk appetite, limits and authority delegation. The Chief Credit Officer and team also have responsibility for credit approvals for larger and higher risk transactions and oversight of line of business credit risk activities. Reporting to the Chief Credit Officer are the heads of the second line of defense credit functions specializing in: Consumer Banking, Commercial Banking, Citizens Restructuring Management, Portfolio and Corporate Reporting, ALLL Analytics, Current Expected Credit Loss, and Credit Policy and Administration. Each team under these leaders is composed of highly experienced credit professionals.
Governance
The primary mechanisms used to govern our credit risk function are our consumer and commercial credit policies. These policies outline the minimum acceptable lending standards that align with our desired risk appetite. Material changes in our business model and strategies that identify a need to change our risk appetite or highlight a risk not previously contemplated are identified by the individual committees and presented to the Credit Policy Committee, Executive Risk Committee and the Board Risk Committee for approval, as appropriate.
Key Management Processes
We employ a comprehensive and integrated risk control program to proactively identify, measure, monitor, and mitigate existing and emerging credit risks across the credit life cycle (origination, account management/portfolio management, and loss mitigation and recovery).
Consumer
On the Consumer Banking side of credit risk, our teams use models to evaluate consumer loans across the life cycle of the loan. Starting at origination, credit scoring models are used to forecast the probability of default
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of an applicant. When approving customers for a new loan or extension of an existing credit line, credit scores are used in conjunction with other credit risk variables such as affordability, length of term, collateral value, collateral type, and lien subordination.
To ensure proper oversight of the underwriting teams, lending authority is granted by the second line of defense credit risk function to each underwriter. The amount of delegated authority depends on the experience of the individual. We periodically evaluate the performance of each underwriter and annually reauthorize their delegated authority. Only senior members of the second line of defense credit risk team are authorized to approve significant exceptions to credit policies. It is not uncommon to make exceptions to established policies when compensating factors are present. There are exception limits which, when reached, trigger a comprehensive analysis.

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Once an account is established, credit scores and collateral values are refreshed at regular intervals to allow for proactive identification of increasing or decreasing levels of credit risk. Our approach to managing credit risk is highly analytical and, where appropriate, is automated to ensure consistency and efficiency.
Commercial
On the Commercial Banking side of credit risk, the structure is broken into C&I loans, and leases and CRE. Within C&I loans and leases there are separate verticals established for certain specialty products (e.g., asset-based lending, leasing, franchise finance, health care, technology and technology, mid-corporate). A “specialty vertical” is a stand-alone team of industry or product specialists. Substantially all activity that falls under the ambit of the defined industry or product is managed through a specialty vertical when one exists. CRE also operates as a specialty vertical.
Commercial credit risk management begins with defined credit products and policies.
Commercial transactions are subject to individual analysis and approval at origination and, with few exceptions, are subject to a formal annual review requirement. The underwriting process includes the establishment and approval of credit grades that confirm the PD and LGD. All material transactions then require the approval of both a business line approver and an independent credit approver with the requisite level of delegated authority. The approval level of a particular credit facility is determined by the size of the credit relationship as well as the PD. The checks and balances in the credit process and the independence of the credit approver function are designed to appropriately assess and sanction the level of credit risk being accepted, facilitate the early recognition of credit problems when they occur, and to provide for effective problem asset management and resolution. All authority to grant credit is delegated through the independent Credit Risk function and is closely monitored and regularly updated.
The primary factors considered in commercial credit approvals are the financial strength of the borrower, assessment of the borrower’s management capabilities, cash flows from operations, industry sector trends, type and sufficiency of collateral, type of exposure, transaction structure, and the general economic outlook. While these are the primary factors considered, there are a number of other factors that may be considered in the decision process. In addition to the credit analysis conducted during the approval process at origination and annual review, our Credit Quality Assurance group performs testing to provide an independent review and assessment of the quality of the portfolio and new originations. This group conducts portfolio reviews on a risk-based cycle to evaluate individual loans and validate risk ratings, as well as test the consistency of the credit processes and the effectiveness of credit risk management.
The maximum level of credit exposure to individual credit borrowers is limited by policy guidelines based on the perceived risk of each borrower or related group of borrowers. Concentration risk is managed through limits on industry asset class and loan quality factors. We focus predominantly on extending credit to commercial customers with existing or expandable relationships within our primary markets (for this purpose defined as our 11 state footprint plus contiguous states), although we do engage in lending opportunities outside our primary markets if we believe that the associated risks are acceptable and aligned with strategic initiatives.
Substantially all loans categorized as Classified are managed by a specialized group of credit professionals.
MARKET RISK
Market risk refers to potential losses arising from changes in interest rates, foreign exchange rates, equity prices, commodity prices and/or other relevant market rates or prices. Modest market risk arises from trading activities that serve customer needs, including hedging of interest rate and foreign exchange risk. As
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described below, more material market risk arises from our non-trading banking activities, such as loan origination and deposit-gathering. We have established enterprise-wide policies and methodologies to identify, measure, monitor and report market risk. We actively manage market risk for both trading and non-trading activities.
Non-Trading Risk
We are exposed to market risk as a result of non-trading banking activities. This market risk is substantially composed of interest rate risk, as we have no commodity risk and de minimis direct currency and equity risk. We also have market risk related to capital markets loan originations, as well as the valuation of our MSRs.MSRs.
Interest Rate Risk
Interest rate risk emerges from the balance sheet after the aggregation of our assets, liabilities and equity. We refer to this non-trading risk embedded in the balance sheet as “structural interest rate risk” or “interest rate risk in the banking book.”

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A major source of structural interest rate risk is a difference in the repricing of assets relative to liabilities and equity. There are differences in the timing and drivers of rate changes reflecting the maturity and/or repricing of assets and liabilities. For example, the rate earned on a commercial loan may reprice monthly with changes in LIBOR, while the rate paid on debt or certificates of deposit may be fixed for a longer period. There may also be differences in the drivers of rate changes. Loans may be tied to a specific index rate such as LIBOR or Prime, while deposits may be only loosely correlated with LIBOR and dependent upon competitive demand. Due to these basis differences, net interest income is sensitive to changes in spreads between certain indices or repricing rates.
Another important source of structural interest rate risk relates to the potential exercise of explicit or embedded options. For example, most consumer loans can be prepaid without penalty and most consumer deposits can also be withdrawn without penalty. The exercise of such options by customers can exacerbate the timing differences discussed above.
A primary source of our structural interest rate risk relates to faster repricing of floating-rate loans relative to retailcore deposit funding. This source of asset sensitivity is more biased toward the short end of the yield curve. After a period of slowly raising short-term rates to a more neutral stance, the FRB adjusted their policy stance with a mid-cycle adjustment, reducing short term rates by 75 basis points in 2019. As this shift occurred, we reduced our asset sensitivity to a more moderate level to account for the less certain outlook for policy rates.
The secondary source of our interest rate risk is driven by longer term rates comprising the rollover or reinvestment risk on fixed-rate loans, as well as prepayment risk on mortgage-related loans and securities funded by non-rate sensitive deposits and equity.
The primary goal of interest rate risk management is to control exposure to interest rate risk within policy limits approved by our Board. These limits and guidelines reflect our tolerance for interest rate risk over both short-term and long-term horizons. To ensure that exposure to interest rate risk is managed within our risk appetite, we must measure the exposure and hedge it, as necessary. The Treasury Asset and Liability Management team is responsible for measuring, monitoring and reporting on our structural interest rate risk position. These exposures are reported on a monthly basis to the Asset Liability Committee and at Board meetings.
We measure structural interest rate risk through a variety of metrics intended to quantify both short-term and long-term exposures. The primary method we use to quantify interest rate risk is simulation analysis in which we model net interest income from assets, liabilities and hedge derivative positions under various interest rate scenarios over a three-year horizon. Exposure to interest rate risk is reflected in the variation of forecasted net interest income across the scenarios.
Key assumptions in this simulation analysis relate to the behavior of interest rates and spreads, the changes in product balances and the behavior of loan and deposit clients in different rate environments. The most material of these behavioral assumptions relate to the repricing characteristics and balance fluctuations of deposits with indeterminate (i.e., non-contractual) maturities, as well as the pace of mortgage prepayments. Assessments are periodically made by running sensitivity analyses to determine the impact of key assumptions. The results of these analyses are reported to the Asset Liability Committee.
As the future path of interest rates cannot be known in advance, we use simulation analysis to project net interest income under various interest rate scenarios including a “most likely” (implied forward) scenario, as well as a variety of deliberately extreme and perhaps unlikely scenarios. These scenarios may assume gradual
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ramping of the overall level of interest rates, immediate shocks to the level of rates and various yield curve twists in which movements in short- or long-term rates predominate. Generally, projected net interest income in any interest rate scenario is compared to net interest income in a base case where market forward rates are realized.
The table below reports net interest income exposures against a variety of interest rate scenarios. Our policies involve measuring exposures as a percentage change in net interest income over the next year due to either instantaneous or gradual parallel changes in rates relative to the market implied forward yield curve. As the following table illustrates, our balance sheet is asset-sensitive; net interest income would benefit from an increase in interest rates, while exposure to a decline in interest rates is within limit. While an instantaneous and severe shift in interest rates was usedis included in this analysis, we believe that any actual shift in interest rates would likely be more gradual and therefore have a more modest impact.

Table 32: Sensitivity of Net Interest Income
Estimated % Change in
Net Interest Income over 12 Months
December 31,
Basis points20202019
Instantaneous Change in Interest Rates  
20021.2 %6.9 %
10011.2 3.6 
-25(2.7)(1.3)
Gradual Change in Interest Rates
20010.8 %3.2 %
1005.5 1.5 
-25(1.5)(0.5)
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The table below presents the sensitivity of net interest income to various parallel yield curve shifts from the market implied forward yield curve:
 
Estimated % Change in
Net Interest Income over 12 Months
 December 31,
Basis points2019
 2018
Instantaneous Change in Interest Rates   
+2006.9 % 9.5 %
+1003.6
 4.8
-100(3.8) (4.5)
Gradual Change in Interest Rates   
+2003.2 % 4.9 %
+1001.5
 2.5
-100(1.9) (1.1)
Given broad expectations that the FRB will maintain its current policy stance, weWe continue to manage asset sensitivity within the scope of our policy and changing market conditions. Asset sensitivity against a 200 basis point gradual increase in rates was 10.8% at December 31, 2020, compared with 3.2% at December 31, 2019, compared with 4.9% at December 31, 2018. Additionally, approximately 75%2019. Current levels of asset sensitivity are elevated relative to 80%our core sensitivity profile due to meaningful increases in cash and deposit balances as a result of thismonetary and fiscal stimulus programs. This increase in asset sensitivity is tied to long-termrecognition of the current level of historically low interest rate exposure (greater than six months).rates and is consistent with our positioning in prior periods of policy rates between zero and 25 basis points. The risk position can be affected by changes in interest rates which impact the repricing sensitivity or beta of the deposit base as well as the cash flows on assets that allow for early payoff without a penalty. The risk position is managed within our risk limits, and long term view of interest rates through occasional adjustments to securities investments, interest rate swaps and mix of funding.

We use a valuation measure of exposure to structural interest rate risk, Economic Value of Equity (“EVE”), as a supplement to net interest income simulations. EVE complements net interest income simulation analysis, as it estimates risk exposure over a long-term horizon. EVE measures the extent to which the economic value of assets, liabilities and off-balance sheet instruments may change in response to fluctuations in interest rates. This analysis is highly dependent upon assumptions applied to assets and liabilities with non-contractual maturities. The change in value is expressed as a percentage of regulatory capital.
We use interest rate swap contracts to manage the interest rate exposure to variability in the interest cash flows on our floating-rate assets and floating-rate wholesale funding, and to hedge market risk on fixed-rate capital markets debt issuances. The table below summarizes the related hedging activities.
 December 31, 2019 December 31, 2018
   Weighted Average  Weighted Average
(dollars in millions)Notional AmountFair ValueMaturity (Years)Receive RatePay Rate Notional AmountFair ValueMaturity (Years)Receive RatePay Rate
Cash flow - receive-fixed/pay-variable - conventional ALM(1)

$19,350

($2)1.5
1.7%1.7% 
$8,100

$3
2.2
1.7%2.5%
Fair value - receive-fixed/pay-variable - conventional debt4,650
(1)2.0
2.0
1.9
 3,450
2
2.4
1.8
2.7
Cash flow - pay-fixed/receive-variable - conventional ALM3,000
2
4.5
1.7
1.7
 500


2.4
1.3
Fair value - pay-fixed/receive-variable - conventional ALM(2)
2,846
2
4.5
1.8
1.8
 




Total portfolio swaps
$29,846

$1
2.2
1.8%1.8% 
$12,050

$5
2.2
1.8%2.5%
Floors - conventional ALM
$—

$—



 
$7,000

$—
0.5
  
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Table 33: Interest Rate Swap Contracts Used to Manage Non-Trading Interest Rate Exposure
December 31, 2020December 31, 2019
Weighted AverageWeighted Average
(dollars in millions)Notional AmountMaturity (Years)Receive RatePay RateNotional AmountMaturity (Years)Receive RatePay Rate
Cash flow - receive-fixed/pay-variable - conventional ALM$12,350 1.0 1.5 %0.2 %$19,350 1.5 1.7 %1.7 %
Fair value - receive-fixed/pay-variable - conventional debt3,200 1.7 2.1 0.2 4,650 2.0 2.0 1.9 
Cash flow - pay-fixed/receive-variable - conventional ALM(1)
4,750 3.9 0.2 1.4 3,000 4.5 1.7 1.7 
Fair value - pay-fixed/receive-variable - conventional ALM2,000 3.7 0.2 1.5 2,846 4.5 1.8 1.8 
Total portfolio swaps$22,300 2.0 1.2 %0.6 %$29,846 2.2 1.8 %1.8 %
(1) In 2019, we reduced asset sensitivity over the December 2019 to December 2021 period with the addition ofIncludes $1.8 billion of December 2019 forward starting
receive-fixed interest rate swaps as part of an ongoing program to manage interest rate risk.
(2) In 2019, we executed a last-of-layer hedge utilizingforward-starting, pay-fixed interest rate swaps.

Using the interest rate curve at December 31, 2020, the estimated net contribution to net interest income related to the ALM interest rate swap agreementscontracts we use to manage the interest rate exposure to the variability in the interest cash flows on mortgage-backed
securities heldour floating-rate commercial loans and floating-rate wholesale funding, as well as the variability in our available for sale debt securities portfolio. As of December 31, 2019, the notional and fair value of theseAFS securities is approximately $58 million for the full-year 2021. This amount could differ from amounts actually recognized due to changes in interest rates, hedge de-designations, and the addition of other hedges was $2.0 billion andsubsequent to December 31, 2020.
Table 34: Pre-Tax Gains (Losses) Recorded in the Consolidated Statements of Operations and the Consolidated Statements of Comprehensive Income
Amounts Recognized for the Year Ended December 31,
(in millions)20202019
Amount of pre-tax net gains recognized in OCI$130 $138 
Amount of pre-tax net gains (losses) reclassified from OCI into interest income184 (68)
Amount of pre-tax net (losses) gains reclassified from OCI into interest expense(35)11 
$2 million, respectively.

LIBOR Transition

As previously disclosed, many of our lending products, securities, derivatives, and other financial transactions utilize the LIBOR benchmark rate and will be impacted by its planned discontinuance. In late 2018, we formed a LIBOR Transition Program designed to guide the organization through the planned discontinuation of LIBOR. The Program, with direction and oversight from our Chief Financial Officer, is responsible for developing, maintaining and executing against a coordinated strategy to ensure a timely and orderly transition from LIBOR. The Program is structured to address various initiatives including program governance, transition management, communications, exposure management, new alternative reference rate product delivery, risk management, contract remediation, operations and technology readiness, accounting and reporting, as well as tax and regulation impacts. We have identified and are monitoring the risks associated with the LIBOR transition on a quarterly basis.

The ARRC recommended that banks be systemically and operationally capable of supporting transactions in alternative reference rates, such as SOFR, by the end of September 2020. Guided by this milestone, we are systemically and operationally prepared to support alternative reference rate transactions. In light of announcements from the ICE Benchmark Administration regarding their proposal to extend the availability of U.S. dollar LIBOR for most tenors through June 20, 2023 and the support for this proposal from the official sector in the U.S., we are now engaged in determining the impact that this change may have on our LIBOR transition activities. Remaining mindful that regulators are still urging market participants to stop entering into new U.S. dollar LIBOR contracts as soon as practicable, but no later than the end of 2021, we will continue all efforts to move new originations to alternative reference rates over the course of 2021. However, plans for legacy contract remediation will extend through mid-2023 should the proposal become final in its current form. More broadly, program governance remains robust, and progress has been made in the above-outlined initiatives as management closely monitors the consultations and waits for timelines to be finalized.

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For a further discussion of how the discontinuance of LIBOR may impact our business, see Item 1A “Risk Factors."

Capital Markets

A key component of our capital markets activities is the underwriting and distribution of corporate credit facilities to partially finance mergers and acquisitions transactions for our clients.  We have a rigorous risk management process around these activities, including a limit structure capping our underwriting risk, our potential loss, and sub-limits for specific asset classes.  Further, the ability to approve underwriting exposure is delegated only to senior level individuals in the credit risk management and capital markets organizations with each transaction adjudicated in the Loan Underwriting Approval Committee.
Mortgage Servicing Rights
We have market risk associated with the value of residential MSRs, which are impacted by various types of inherent risks, including risks related to duration, basis, convexity, volatility and yield curve. Through December 31, 2019, we had elected to account for the MSRs acquired from FAMC at fair value while maintaining a lower of cost or market approach on our MSRs held before the FAMC acquisition. On January 1, 2020, we elected to change our accounting treatment such that all MSRs will be accounted for at fair value.
As part of our overall risk management strategy relative to the fair market value of the MSRs we enter into various free-standing derivatives, such as interest rate swaps, interest rate swaptions, interest rate futures, and forward contracts to purchase mortgage-backed securities to economically hedge the changes in fair value. As of December 31, 20192020 and 2018,2019, the fair value of the FAMCour MSRs was $642$658 million and $600$642 million, respectively, and the total notional amount of related derivative contracts was $8.6$11.4 billion and $4.6$8.6 billion, respectively. Gains and losses on MSRs and the related derivatives used for hedging are included in mortgage banking fees on the Consolidated Statements of Operations.
As of December 31, 2019 and 2018, our MSRs held before the FAMC acquisition had a book value of $182 million and $221 million, respectively, and were carried at the lower of cost or market. As of December 31, 2019 and 2018, these MSRs had a fair value of $193 million and $243 million, respectively, which exceeded the carrying value at those dates.
As with our traded market risk-based activities, earnings at risk excludes the impact of MSRs. MSRs are captured under our single price risk management framework that is used for calculating a management value at risk that is consistent with the definition used by banking regulators, as defined below.
Trading Risk
We are exposed to market risk primarily through client facilitation activities including derivatives and foreign exchange products, as well as corporate bond underwriting and market making activities. Exposure is created as a result of changes in interest rates and related basis spreads and volatility, foreign exchange rates, and credit spreads on a select range of interest rates, foreign exchange, commodities, corporate bonds and secondary loan instruments. These trading activities are conducted through CBNA and CCMI.
Client facilitation activities consist primarily of interest rate derivatives, financially settled commodity derivatives and foreign exchange contracts where we enter into offsetting trades with a separate counterparty or exchange to manage our market risk exposure. In addition to the aforementioned activities, we operate a secondary loan trading desk with the objective to meet secondary liquidity needs of our issuing clients’ transactions and investor clients. We do not engage in any trading activities with the intent to benefit from short-term price differences.
We record these rate derivatives and foreign exchange contracts as derivative assets and liabilities on our Consolidated Balance Sheets. Trading assets and liabilities are carried at fair value with income earned related to these activities included in net interest income. Changes in fair value of trading assets and liabilities are reflected in other income, a component of noninterest income on the Consolidated Statements of Operations.
Market Risk Governance
The market risk limit setting process is established in-line with the formal enterprise risk appetite process and policy. This appetite reflects the strategic and enterprise level articulation of opportunities for creating franchise value set to the boundaries of how much market risk to assume. Dealing authorities represent the key control tool in the management of market risk that allows the cascading of the risk appetite throughout the enterprise. A dealing authority sets the operational scope and tolerances within which a business and/or trading desk is permitted to operate, which is reviewed at least annually. Dealing authorities are structured to accommodate client facing trades and hedges needed to manage the risk profile. Primary responsibility for keeping within established tolerances

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resides with the business. Key risk indicators, including VaR, open foreign
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currency positions and single name risk, are monitored on a daily basis and reported against tolerances consistent with our risk appetite and business strategy to relevant business line management and risk counterparts.
Market Risk Measurement
We use VaR as a statistical measure for estimating potential exposure of our traded market risk in normal market conditions. Our VaR framework for risk management and regulatory reporting is the same. Risk management VaR is based on a one day holding period to a 99% confidence level, whereas regulatory VaR is based on a ten day holding period to the same confidence level. In addition to VaR, non-statistical measurements for measuring risk are employed, such as sensitivity analysis, market value and stress testing.
Our market risk platform and associated market risk and valuation models capture correlation effects across all our “covered positions” and allow for aggregation of market risk across products, risk types, business lines and legal entities. We measure, monitor and report market risk for both management and regulatory capital purposes.
VaR Overview
The market risk measurement model is based on historical simulation. The VaR measure estimates the extent of any fair value losses on trading positions that may occur due to broad market movements (General VaR) such as changes in the level of interest rates, foreign exchange rates, equity prices and commodity prices. It is calculated on the basis that current positions remain broadly unaltered over the course of a given holding period. It is assumed that markets are sufficiently liquid to allow the business to close its positions, if required, within this holding period. VaR’s benefit is that it captures the historic correlations of a portfolio. Based on the composition of our “covered positions,” we also use a standardized add-on approach for the loan trading desk’sand high yield bond desks’ Specific Risk capital which estimates the extent of any losses that may occur from factors other than broad market movements. The General VaR approach is expressed in terms of a confidence level over the past 500 trading days. The internal VaR measure (used as the basis of the main VaR trading limits) is a 99% confidence level with a one day holding period, meaning that a loss greater than the VaR is expected to occur, on average, on only one day in 100 trading days (i.e., 1% of the time). Theoretically, there should be a loss event greater than VaR two to three times per year. The regulatory measure of VaR is done at a 99% confidence level with a ten-day holding period. The historical market data applied to calculate the VaR is updated on a two business day lag. Refer to “Market Risk Regulatory Capital” below for details of our ten-day VaR metrics for the quarters ended December 31, 20192020 and 2018,2019, respectively, including high, low, average and period end VaR for interest rate and foreign exchange rate risks, as well as total VaR.

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Market Risk Regulatory Capital
The U.S. banking regulators’ “Market Risk Rule” covers the calculation of market risk capital. For the purposes of the Market Risk Rule, all of our client facing trades and associated hedges maintain a net low risk and do qualify, as “covered positions.” For the three months ended December 31, 2019 we were subject to the reporting threshold under the Market Risk Rule, which resulted in the inclusion of $695 million of calculated risk-weighted assets. However, for the three months ended December 31, 2018, we were not subject to the reporting threshold. As a result, $785 million of calculated market risk-weighted assets as of December 31, 2018 was not included in our risk-weighted assets and our covered trading activities were risk-weighted under U.S. Basel III Standardized credit risk rules. The internal management VaR measure is calculated based on the same population of trades that is utilized for regulatory VaR. The following table presents the results of our modeled and non-modeled measures for regulatory capital calculations:
(in millions) For the Three Months Ended December 31, 2019 For the Three Months Ended December 31, 2018
Market Risk Category 
 Period End 
Average 
 High Low Period End 
Average 
 High Low
Interest Rate 
$1
 
$—
 
$1
 
$—
 
$—
 
$1
 
$2
 
$—
Foreign Exchange Currency Rate 
 
 
 
 
 
 
 
Credit Spread 5
 4
 5
 3
 5
 2
 5
 2
Commodity 
 
 
 
 
 
 
 
General VaR 5
 4
 5
 3
 5
 3
 5
 1
Specific Risk VaR 
 
 
 
 
 
 
 
Total VaR 
$5
 
$4
 
$5
 
$3
 
$5
 
$3
 
$5
 
$1
Stressed General VaR 
$13
 
$10
 
$13
 
$7
 
$13
 
$13
 
$15
 
$10
Stressed Specific Risk VaR 
 
 
 
 
 
 
 
Total Stressed VaR 
$13
 
$10
 
$13
 
$7
 
$13
 
$13
 
$15
 
$10
Market Risk Regulatory Capital 
$42
       
$47
      
Specific Risk Not Modeled Add-on 14
       16
      
de Minimis Exposure Add-on 
       
      
Total Market Risk Regulatory Capital 
$56
       
$63
      
Market Risk-Weighted Assets (calculated) 
$695
       
$785
      
Market Risk-Weighted Assets (included in our FR Y-9C regulatory filing) (1)
 
$695
       
$—
      
 (1) For the three months ended December 31, 2018 we did not meet the reporting threshold prescribed by Market Risk Rule.

Table 35: Results of Modeled and Non-Modeled Measures for Regulatory Capital Calculations
(in millions)For the Three Months Ended December 31, 2020For the Three Months Ended December 31, 2019
Market Risk Category 
Period End
Average 
HighLowPeriod End
Average 
HighLow
Interest Rate$2 $2 $4 $— $1 $— $1 $— 
Foreign Exchange Currency Rate— — — — — — — — 
Credit Spread10 12 
Commodity— — — — — — — — 
General VaR13 
Specific Risk VaR— — — — — — — — 
Total VaR$9 $8 $13 $4 $5 $4 $5 $3 
Stressed General VaR$13 $10 $16 $6 $13 $10 $13 $7 
Stressed Specific Risk VaR— — — — — — — — 
Total Stressed VaR$13 $10 $16 $6 $13 $10 $13 $7 
Market Risk Regulatory Capital$56 $42 
Specific Risk Not Modeled Add-on14 14 
de Minimis Exposure Add-on— — 
Total Market Risk Regulatory Capital$70 $56 
Market Risk-Weighted Assets (calculated)$871 $695 
Market Risk-Weighted Assets (included in our FR Y-9C regulatory filing)$871 $695 
Stressed VaR
SVaR is an extension of VaR, but uses a longer historical look-back horizon that is fixed from January 3, 2005. This is done not only to identify headline risks from more volatile periods, but also to provide a counter-balance to VaR which may be low during periods of low volatility. The holding period for profit and loss determination is ten days. In addition to risk management purposes, SVaR is also a component of market risk regulatory capital. We calculate SVaR daily under its own dynamic window regime. In a dynamic window regime, values of the ten-day, 99% VaR are calculated over all possible 260-day periods that can be obtained from the complete historical data set. Refer to “Market Risk Regulatory Capital” above for details of SVaR metrics, including high, low, average and period end SVaR for the combined portfolio.
Sensitivity Analysis
Sensitivity analysis is the measure of exposure to a single risk factor, such as a one basis point change in rates or credit spread. We conduct and monitor sensitivity on interest rates, basis spreads, foreign exchange exposures, option prices and credit spreads. Whereas VaR is based on previous moves in market risk factors over recent periods, it may not be an accurate predictor of future market moves. Sensitivity analysis complements VaR as it provides an indication of risk relative to each factor irrespective of historical market moves, and is an effective tool in evaluating the appropriateness of hedging strategies and concentrations.

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Stress Testing
Conducting a stress test of a portfolio consists of running risk models with the inclusion of key variables that simulate various historical or hypothetical scenarios. For historical stress tests, profit and loss results are simulated for selected time periods corresponding to the most volatile underlying returns while hypothetical stress tests aim to consider concentration risk, illiquidity under stressed market conditions and risk arising from our trading activities that may not be fully captured by our other models.risk measurement methodologies. Hypothetical scenarios also assume that market moves happen simultaneously and no repositioning or hedging activity takes place to mitigate losses as market events unfold. We generate stress tests of our trading positions on a daily basis. For example, we currently include a stress test that simulates a “Lehman-type” crisis scenario by taking
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the worst 20-trading day peak to trough moves for the various risk factors that go into VaR from that period, and assumes they occurred simultaneously.
VaR Model Review and Validation
Market risk measurement models used are independently reviewed and subject to ongoing performance analysis by the model owners. The independent review and validation focuses on the model methodology, market data, and performance. Independent review of market risk measurement models is the responsibility of Citizens’ Model Risk Management and Validation team. Aspects covered include challenging the assumptions used, the quantitative techniques employed and the theoretical justification underpinning them and an assessment of the soundness of the required data over time. Where possible, the quantitative impact of the major underlying modeling assumptions will be estimated (e.g., through developing alternative models). Results of such reviews are shared with our U.S. banking regulators. The market risk models may be periodically enhanced due to changes in market price levels and price action regime behavior. The Market Risk Management and Validation team will conduct internal validation before a new or changed model element is implemented and before a change is made to a market data mapping.
VaR Backtesting
Backtesting is one form of validation of the VaR model and is run daily. The Market Risk Rule requires a comparison of our internal VaR measure to the actual net trading revenue (excluding fees, commissions, reserves, intra-day trading and net interest income) for each day over the preceding year (the most recent 250 business days). Any observed loss in excess of the VaR number is taken as an exception. The level of exceptions determines the multiplication factor used to derive the VaR and SVaR-based capital requirement for regulatory reporting purposes, when applicable. We perform sub-portfolio backtesting as required under the Market Risk Rule, using models approved by our banking regulators, for interest rate, credit spread, and foreign exchange positions.
The following graph shows our daily net trading revenue and total internal, modeled VaR for the year ended December 31, 2019.2020.
Daily VaR Backtesting
graphv4.jpgcfg-20201231_g8.jpg

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KEY PERFORMANCE METRICS, NON-GAAP FINANCIAL MEASURES AND RECONCILATIONSRECONCILIATIONS
For more information on the computation of key performance metrics and non-GAAP financial measures, see “—Introduction— Key Performance Metrics Used by Management andIntroduction — Non-GAAP Financial Measures,” included in this Report. The following tables present key components and computations of key performance metrics as well as computations of non-GAAP financial measures representing our “Underlying” results used throughout “Management’s Discussion and Analysisthe MD&A:
Table 36: Reconciliations of Financial Condition and Results of Operations”:Non-GAAP Measures
  Year Ended December 31,
(in millions, except share, per-share and ratio data)Ref.       2019        2018
Noninterest income, Underlying:    
Noninterest income (GAAP) 
$1,877
 
$1,596
Less: Notable items 
 (5)
Noninterest income, Underlying (non-GAAP) 
$1,877
 
$1,601
Total revenue, Underlying:    
Total revenue (GAAP)A
$6,491
 
$6,128
Less: Notable items 
 (5)
Total revenue, Underlying (non-GAAP)B
$6,491
 
$6,133
Noninterest expense, Underlying:    
Noninterest expense (GAAP)C
$3,847
 
$3,619
Less: Notable items 68
 54
Noninterest expense, Underlying (non-GAAP)D
$3,779
 
$3,565
Pre-provision profit:    
Total revenue (GAAP)A6,491
 
$6,128
Less: Noninterest expense (GAAP)C3,847
 3,619
Pre-provision profit (GAAP) 2,644
 
$2,509
Pre-provision profit, Underlying:    
Total revenue, Underlying (non-GAAP)B
$6,491
 
$6,133
Less: Noninterest expense, Underlying (non-GAAP)D3,779
 3,565
Pre-provision profit, Underlying (non-GAAP)
 
$2,712
 
$2,568
Income before income tax expense, Underlying:    
Income before income tax expense (GAAP)E
$2,251
 
$2,183
Less: Income (expense) before income tax expense (benefit) related to notable items (68) (59)
Income before income tax expense, Underlying (non-GAAP)F
$2,319
 
$2,242
Income tax expense and effective income tax rate, Underlying:    
Income tax expense (GAAP)G
$460
 
$462
Less: Income tax expense (benefit) related to notable items (51) (43)
Income tax expense, Underlying (non-GAAP)H
$511
 
$505
Effective income tax rate (GAAP)G/E20.43 % 21.16%
Effective income tax rate, Underlying (non-GAAP)H/F22.03
 22.55
Net income, Underlying:    
Net income (GAAP)I
$1,791
 
$1,721
Add: Notable items, net of income tax expense (benefit) 17
 16
Net income, Underlying (non-GAAP)J
$1,808
 
$1,737
Net income available to common stockholders, Underlying:    
Net income available to common stockholders (GAAP)K
$1,718
 
$1,692
Add: Notable items, net of income tax expense (benefit) 17
 16
Net income available to common stockholders, Underlying (non-GAAP)L
$1,735
 
$1,708
     
     
     
     
     
     
     
     

Year Ended December 31,
(in millions, except share, per share and ratio data)Ref.20202019
Total revenue, Underlying:
Total revenue (GAAP)A$6,905 $6,491 
Less: Notable items— — 
Total revenue, Underlying (non-GAAP)B$6,905 $6,491 
Noninterest expense, Underlying:
Noninterest expense (GAAP)C$3,991 $3,847 
Less: Notable items125 68 
Noninterest expense, Underlying (non-GAAP)D$3,866 $3,779 
Pre-provision profit:
Total revenue (GAAP)A6,905 $6,491 
Less: Noninterest expense (GAAP)C3,991 3,847 
Pre-provision profit (GAAP)$2,914 $2,644 
Pre-provision profit, Underlying:
Total revenue, Underlying (non-GAAP)B$6,905 $6,491 
Less: Noninterest expense, Underlying (non-GAAP)D3,866 3,779 
Pre-provision profit, Underlying (non-GAAP)$3,039 $2,712 
Income before income tax expense, Underlying:
Income before income tax expense (GAAP)E$1,298 $2,251 
Less: Expense before income tax benefit related to notable items(125)(68)
Income before income tax expense, Underlying (non-GAAP)F$1,423 $2,319 
Income tax expense and effective income tax rate, Underlying:
Income tax expense (GAAP)G$241 $460 
Less: Income tax benefit related to notable items(42)(51)
Income tax expense, Underlying (non-GAAP)H$283 $511 
Effective income tax rate (GAAP)G/E18.54 %20.43 %
Effective income tax rate, Underlying (non-GAAP)H/F19.92 22.03 
Net income, Underlying:
Net income (GAAP)I$1,057 $1,791 
Add: Notable items, net of income tax benefit83 17 
Net income, Underlying (non-GAAP)J$1,140 $1,808 
Net income available to common stockholders, Underlying:
Net income available to common stockholders (GAAP)K$950 $1,718 
Add: Notable items, net of income tax benefit83 17 
Net income available to common stockholders, Underlying (non-GAAP)L$1,033 $1,735 
Return on average common equity and return on average common equity, Underlying:
Average common equity (GAAP)M$20,438 $20,325 
Return on average common equityK/M4.65 %8.45 %
Return on average common equity, Underlying (non-GAAP)L/M5.05 8.53 
Return on average tangible common equity and return on average tangible common equity, Underlying:
Average common equity (GAAP)M$20,438 $20,325 
Less: Average goodwill (GAAP)7,049 7,036 
Less: Average other intangibles (GAAP)64 71 
Add: Average deferred tax liabilities related to goodwill (GAAP)376 371 
Average tangible common equityN$13,701 $13,589 
Return on average tangible common equityK/N6.93 %12.64 %
Return on average tangible common equity, Underlying (non-GAAP)L/N7.53 12.76 
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Year Ended December 31,
 Year Ended December 31,
(in millions, except share, per-share and ratio data)Ref.       2019        2018
Return on average common equity and return on average common equity, Underlying:    
Average common equity (GAAP)M
$20,325
 
$19,645
Return on average common equityK/M8.45 % 8.62%
Return on average common equity, Underlying (non-GAAP)L/M8.53
 8.69
Return on average tangible common equity and return on average tangible common equity, Underlying:    
Average common equity (GAAP)M
$20,325
 
$19,645
Less: Average goodwill (GAAP) 7,036
 6,912
Less: Average other intangibles (GAAP) 71
 14
Add: Average deferred tax liabilities related to goodwill (GAAP) 371
 359
Average tangible common equityN
$13,589
 
$13,078
Return on average tangible common equityK/N12.64 % 12.94%
Return on average tangible common equity, Underlying (non-GAAP)L/N12.76
 13.06
(in millions, except share, per share and ratio data)(in millions, except share, per share and ratio data)Ref.20202019
Return on average total assets and return on average total assets, Underlying:    Return on average total assets and return on average total assets, Underlying:
Average total assets (GAAP)O
$162,176
 
$154,553
Average total assets (GAAP)O$176,442 $162,176 
Return on average total assetsI/O1.10 % 1.11%Return on average total assetsI/O0.60 %1.10 %
Return on average total assets, Underlying (non-GAAP)J/O1.11
 1.12
Return on average total assets, Underlying (non-GAAP)J/O0.65 1.11 
Return on average total tangible assets and return on average total tangible assets, Underlying:    Return on average total tangible assets and return on average total tangible assets, Underlying: 
Average total assets (GAAP)O
$162,176
 
$154,553
Average total assets (GAAP)O$176,442 $162,176 
Less: Average goodwill (GAAP) 7,036
 6,912
Less: Average goodwill (GAAP)7,049 7,036 
Less: Average other intangibles (GAAP) 71
 14
Less: Average other intangibles (GAAP)64 71 
Add: Average deferred tax liabilities related to goodwill (GAAP) 371
 359
Add: Average deferred tax liabilities related to goodwill (GAAP)376 371 
Average tangible assetsP
$155,440
 
$147,986
Average tangible assetsP$169,705 $155,440 
Return on average total tangible assetsI/P1.15 % 1.16%Return on average total tangible assetsI/P0.62 %1.15 %
Return on average total tangible assets, Underlying (non-GAAP)J/P1.16
 1.17
Return on average total tangible assets, Underlying (non-GAAP)J/P0.67 1.16 
Efficiency ratio and efficiency ratio, Underlying:    Efficiency ratio and efficiency ratio, Underlying: 
Efficiency ratioC/A59.28 % 59.06%Efficiency ratioC/A57.80 %59.28 %
Efficiency ratio, Underlying (non-GAAP)D/B58.23
 58.13
Efficiency ratio, Underlying (non-GAAP)D/B55.99 58.23 
Operating leverage and operating leverage, Underlying:    Operating leverage and operating leverage, Underlying:
Increase in total revenue 5.91 % 7.37%Increase in total revenue6.38 %5.91 %
Increase in noninterest expense 6.30
 4.18
Increase in noninterest expense3.73 6.30 
Operating Leverage (0.39)% 3.19%Operating Leverage2.65 %(0.39)%
Increase in total revenue, Underlying (non-GAAP) 5.83 % 7.58%Increase in total revenue, Underlying (non-GAAP)6.39 %5.83 %
Increase in noninterest expense, Underlying (non-GAAP) 6.00
 4.30
Increase in noninterest expense, Underlying (non-GAAP)2.30 6.00 
Operating Leverage, Underlying (non-GAAP) (0.17)% 3.28%Operating Leverage, Underlying (non-GAAP)4.09 %(0.17)%
    
    
Net income per average common share - basic and diluted, Underlying:    
Tangible book value per common share:Tangible book value per common share:
Common shares - at period end (GAAP)Common shares - at period end (GAAP)Q427,209,831 433,121,083 
Common stockholders’ equity (GAAP)Common stockholders’ equity (GAAP)$20,708 $20,631 
Less: Goodwill (GAAP)Less: Goodwill (GAAP)7,050 7,044 
Less: Other intangible assets (GAAP)Less: Other intangible assets (GAAP)58 68 
Add: Deferred tax liabilities related to goodwill (GAAP)Add: Deferred tax liabilities related to goodwill (GAAP)379 374 
Tangible common equityTangible common equityR$13,979 $13,893 
Tangible book value per common shareTangible book value per common shareR/Q$32.72 $32.08 
Net income per average common share - basic and diluted and net income per average common share - basic and diluted, Underlying:Net income per average common share - basic and diluted and net income per average common share - basic and diluted, Underlying: 
Average common shares outstanding - basic (GAAP)Q449,731,453
 478,822,072
Average common shares outstanding - basic (GAAP)S427,062,537 449,731,453 
Average common shares outstanding - diluted (GAAP)R451,213,701
 480,430,741
Average common shares outstanding - diluted (GAAP)T428,157,780 451,213,701 
Net income per average common share - basic (GAAP)K/Q
$3.82
 
$3.54
Net income per average common share - basic (GAAP)K/S$2.22 $3.82 
Net income per average common share - diluted (GAAP)K/R3.81
 3.52
Net income per average common share - diluted (GAAP)K/T2.22 3.81 
Net income per average common share-basic, Underlying (non-GAAP)L/Q3.86
 3.57
Net income per average common share-basic, Underlying (non-GAAP)L/S2.42 3.86 
Net income per average common share-diluted, Underlying (non-GAAP)L/R3.84
 3.56
Net income per average common share-diluted, Underlying (non-GAAP)L/T2.41 3.84 
Dividend payout ratio and dividend payout ratio, Underlying:    Dividend payout ratio and dividend payout ratio, Underlying:
Cash dividends declared and paid per common shareS
$1.36
 
$0.98
Cash dividends declared and paid per common shareU$1.56 $1.36 
Dividend payout ratioS/(K/Q)36 % 28%Dividend payout ratioU/(K/S)70 %36 %
Dividend payout ratio, Underlying (non-GAAP)S/(L/Q)35
 27
Dividend payout ratio, Underlying (non-GAAP)U/(L/S)65 35 









Citizens Financial Group, Inc. | 8689



  As of and for the Year Ended December 31,
  2019 2018
(in millions, except ratio data)Ref.Consumer
Banking
Commercial
Banking
OtherConsolidated Consumer
Banking
Commercial
Banking
OtherConsolidated
Net income (loss) available to common stockholders:          
Net income (GAAP)T
$875

$870

$46

$1,791
 
$767

$927

$27

$1,721
Less: Preferred stock dividends 

73
73
 

29
29
Net income (loss) available to common stockholdersU
$875

$870

($27)
$1,718
 
$767

$927

($2)
$1,692
Efficiency ratio: 
   
 
 
 
Total revenue (GAAP)V
$4,338

$2,073

$80

$6,491
 
$4,037

$2,042

$49

$6,128
Noninterest expense (GAAP)W2,851
858
138
3,847
 2,723
813
83
3,619
Efficiency ratioW/V65.72%41.38%NM
59.28% 67.47%39.80%NM
59.06%
Return on average total tangible assets:          
Average total assets (GAAP) 
$66,240

$55,947

$39,989

$162,176
 
$62,444

$52,362

$39,747

$154,553
Less: Average goodwill (GAAP) 120
40
6,876
7,036
 25
11
6,876
6,912
Less: Average other intangibles (GAAP) 65
6

71
 12
2

14
Add: Average deferred tax liabilities related to goodwill (GAAP) 

371
371
 

359
359
Average total tangible assetsX
$66,055

$55,901

$33,484

$155,440
 
$62,407

$52,349

$33,230

$147,986
Return on average total tangible assetsT/X1.32%1.56%NM
1.15% 1.23%1.77%NM
1.16%
The following table presents computations of non-GAAP financial measures representing certain metrics excluding the impact of PPP loans used throughout the MD&A:


Table 37: Reconciliations of Non-GAAP Measures - Excluding PPP
(in millions, except share, per share and ratio data)Ref.December 31, 2020December 31, 2019
Allowance for credit losses to total loans and leases, excluding the impact of PPP loans:
Total loans and leases (GAAP)A$123,090 $119,088 
Less: PPP loans4,155 — 
Total loans and leases, excluding the impact of PPP loans (non-GAAP)B$118,935 $119,088 
Allowance for credit losses (GAAP)C$2,670 $1,296 
Allowance for credit losses to total loans and leases (GAAP)C/A2.17 %1.09 %
Allowance for credit losses to total loans and leases, excluding the impact of PPP loans (non-GAAP)C/B2.24 %1.09 %

The following table presents computations of non-GAAP financial measures representing certain metrics excluding the impact of elevated cash levels used in “—Net Interest Income”:

Table 38: Reconciliations of Non-GAAP Measures - Excluding Elevated Cash
(in millions, except ratio data)Ref.December 31, 2020December 31, 2019
Net interest income, FTE, excluding the impact of elevated cash:
Net interest income, FTEA$4,599 $4,635 
Less: Net interest income associated with elevated cash— — 
Net interest income, FTE, excluding the impact of elevated cash (non-GAAP)B$4,599 $4,635 
Average interest-earning assets, excluding the impact of elevated cash:
Total interest-earning assets (GAAP)C$159,275 $146,814 
Less: Elevated cash4,322 — 
Total average interest-earning assets, excluding the impact of elevated cash (non-GAAP)D$154,953 $146,814 
Ratios:
Net interest margin, FTEA/C2.89 %3.16 %
Net interest margin, FTE, excluding the impact of elevated cash (non-GAAP)B/D2.97 %3.16 %

ITEM 7A. QUANTITATIVE AND QUALITATIVE DISCLOSURES ABOUT MARKET RISK
Quantitative and qualitative disclosures about market risk are presented in the “Market Risk” section of Part II, Item 7 — Management’s Discussion and Analysis of Financial Condition and Results of Operations is incorporated herein by reference.




Citizens Financial Group, Inc. | 8790



ITEM 8. FINANCIAL STATEMENTS AND SUPPLEMENTARY DATA

Page


Citizens Financial Group, Inc. | 8891



REPORT OF MANAGEMENT ON INTERNAL CONTROL OVER FINANCIAL REPORTING

Management is responsible for establishing and maintaining an adequate system of internal control over financial reporting as defined in Rule 13a-15(f) of the Securities Exchange Act of 1934. The Company’s system of internal control over financial reporting is designed, under the supervision of the Chief Executive Officer and the Chief Financial Officer, to provide reasonable assurance regarding the reliability of financial reporting and the preparation of financial statements for external purposes in accordance with accounting principles generally accepted in the United States of America.
Because of its inherent limitations, internal control over financial reporting may not prevent or detect all misstatements. Also, projections of any evaluation of effectiveness to future periods are subject to the risk that controls may become inadequate because of changes in conditions or that the degree of compliance with the policies or procedures may deteriorate.
Management assessed the effectiveness of the Company’s system of internal control over financial reporting as of December 31, 20192020 based on the framework set forth by the Committee of Sponsoring Organizations of the Treadway Commission in Internal Control — Integrated Framework (2013). Based on that assessment, management concluded that, as of December 31, 2019,2020, the Company’s internal control over financial reporting is effective.
The Company’s internal control over financial reporting as of December 31, 20192020 has been audited by Deloitte & Touche LLP, an independent registered public accounting firm, as stated in their accompanying report, appearing on page 93,96, which expresses an unqualified opinion on the effectiveness of the Company’s internal control over financial reporting.



Citizens Financial Group, Inc. | 8992



REPORT OF INDEPENDENT REGISTERED PUBLIC ACCOUNTING FIRM
To the Shareholders and Board of Directors of
Citizens Financial Group, Inc.
Providence, Rhode Island
Opinion on the Consolidated Financial Statements
We have audited the accompanying consolidated balance sheets of Citizens Financial Group, Inc. and its subsidiaries (the "Company") as of December 31, 20192020 and 2018,2019, the related consolidated statements of operations, comprehensive income, changes in stockholders' equity, and cash flows, for each of the three years in the period ended December 31, 2019,2020, and the related notes (collectively referred to as the "consolidated financial statements"). In our opinion, the consolidated financial statements present fairly, in all material respects, the financial position of the Company as of December 31, 20192020 and 2018,2019, and the results of their operations and their cash flows for each of the three years in the period ended December 31, 2019,2020, in conformity with accounting principles generally accepted in the United States of America.
We have also audited, in accordance with the standards of the Public Company Accounting Oversight Board (United States) (PCAOB), the Company's internal control over financial reporting as of December 31, 2019,2020, based on criteria established in Internal Control - Integrated Framework (2013) issued by the Committee of Sponsoring Organizations of the Treadway Commission and our report dated February 24, 2020,23, 2021, expressed an unqualified opinion on the Company's internal control over financial reporting.
Change in Accounting Principle
As described in Notes 1 and 5 to the consolidated financial statements, the Company changed its method for estimating the allowance for credit losses on January 1, 2020 due to the adoption of Financial Instruments - Credit Losses (Topic 326).
Basis for Opinion
These consolidated financial statements are the responsibility of the Company's management. Our responsibility is to express an opinion on the Company's consolidated financial statements based on our audits. We are a public accounting firm registered with the PCAOB and are required to be independent with respect to the Company in accordance with the U.S. federal securities laws and the applicable rules and regulations of the Securities and Exchange Commission and the PCAOB.
We conducted our audits in accordance with the standards of the PCAOB. Those standards require that we plan and perform the audit to obtain reasonable assurance about whether the consolidated financial statements are free of material misstatement, whether due to error or fraud. Our audits included performing procedures to assess the risks of material misstatement of the consolidated financial statements, whether due to error or fraud, and performing procedures that respond to those risks. Such procedures included examining, on a test basis, evidence regarding the amounts and disclosures in the consolidated financial statements. Our audits also included evaluating the accounting principles used and significant estimates made by management, as well as evaluating the overall presentation of the consolidated financial statements. We believe that our audits provide a reasonable basis for our opinion.
Critical Audit Matters
The critical audit matters communicated below are matters arising from the current-period audit of the consolidated financial statements that were communicated or required to be communicated to the audit committee and that (1) relate to accounts or disclosures that are material to the financial statements and (2) involved our especially challenging, subjective, or complex judgments. The communication of critical audit matters does not alter in any way our opinion on the consolidated financial statements, taken as a whole, and we are not, by communicating the critical audit matters below, providing separate opinions on the critical audit matters or on the accounts or disclosures to which they relate.

Citizens Financial Group, Inc. | 90


ALLL - Commercial Loan Portfolio - Refer to Note 5 to the consolidated financial statements
Critical Audit Matter Description
Management’s estimate of probable losses in the Company’s loan and lease portfolios is recorded in the allowance ALLL and the reserve for unfunded lending commitments. On a quarterly basis, the Company evaluates the adequacy of the ALLL and the reserve for unfunded lending commitments by performing reviews of certain individual loans and leases, analyzing changes in the composition, size and delinquency of the portfolio, reviewing previous loss experience and considering current and anticipated economic factors.
The evaluation of the adequacy of the commercial, commercial real estate, and lease (collectively “commercial loan portfolio”) ALLL and reserve for unfunded lending commitments is primarily based on risk rating models that assess probability of default (“PD”), loss given default (“LGD”) and exposure at default on an individual loan basis. The models are primarily driven by individual customer financial characteristics and are validated against historical experience. Additionally, qualitative factors may be included in the risk rating models. After the aggregation of individual borrower incurred loss, additional overlays can be made based on back-testing against historical losses.
The ALLL and the reserve for unfunded commitments is adjusted to reflect Management’s current assessment of various qualitative risks, factors and events that may not be measured in the statistical analysis (“qualitative component”). Such factors include trends in economic conditions, loan growth, back testing results, credit underwriting policy exceptions, regulatory and audit findings, and peer comparisons. The Company’s methodology for determining the qualitative component includes a statistical analysis of prior charge-off rates and a qualitative assessment of factors affecting the determination of incurred losses in the loan and lease portfolio.
Given the size and nature of the commercial loan portfolio and the subjective nature of estimating the ALLL and reserve for unfunded commitments, auditing the ALLL and reserve for unfunded commitments for the commercial loan portfolio involved a high degree of auditor judgment and an increased extent of effort.
How the Critical Audit Matter Was Addressed in the Audit
Our audit procedures related to the commercial loan portfolio ALLL and reserve for unfunded commitments included the following, among others:
We tested the effectiveness of controls over the (i) PD risk rating models, (ii) reviews of individual loans and the assignment of PD and LGD ratings, (iii) estimation of additional overlays and the qualitative component and (iv) the overall calculation of the commercial loan ALLL and reserve for unfunded commitments.
We used our credit specialists to assist us in evaluating the reasonableness of the PD risk rating models.
We evaluated the relevance of the historical loss rates and data used in the determination of the ALLL and reserve for unfunded commitments.
We evaluated the accuracy of the PD and LGD ratings assigned to a sample of individual loans within the commercial portfolio.
We evaluated the appropriateness and relevance of the qualitative factors and related quantitative measures included in the qualitative component.
We tested the accuracy and evaluated the relevance of the historical loss data in the statistical analysis of prior charge-off rates used in determining the qualitative component.
We evaluated the reasonableness of the Company’s assessment and determination of the qualitative factors and related impact on the estimation of the qualitative component.
We tested the arithmetic accuracy of the calculation of the qualitative component.
We tested the arithmetic accuracy of the calculation of the commercial loan ALLL and reserve for unfunded commitments.
We evaluated the reasonableness of the Company’s commercial ALLL and reserve for unfunded commitments methodology and models by comparing actual loan losses to those amounts previously estimated by the Company.

Citizens Financial Group, Inc. | 91


Current Expected Credit Losses (ASC 326) Adoption -Refer to Note 1 to the consolidated financial statements
Critical Audit Matter Description
The Company will adopt ASC 326 on January 1, 2020, retrospectively for loans and leases and HTM securities and prospectively for AFS securities.
To estimate the ACL under CECL, Citizens uses models and other estimation techniques that are sensitive to changes in forecasted economic conditions. The Company applies qualitative factors related to idiosyncratic risk factors, changes in current economic conditions that may not be adequately reflected in quantitatively derived results, or other relevant factors to ensure the ACL reflects the Company’s best estimate of current expected credit losses.
The Company expects to recognize an increase in the ACL upon adoption of approximately $450 million, based on a two-year reasonable and supportable forecast period, and a one-year reversion to long-term historical macroeconomic variables. The increase in ACL is primarily related to consumer loans, such as residential mortgage, unsecured and education, due to the requirement to estimate credit losses over the full remaining expected life of the asset.
Given the subjective nature of estimating the losses under ASC 326 for the purpose of disclosing the estimated impact of the adoption of ASC 326, auditing the disclosure of the expected impact of adoption of ASC 326 on January 1, 2020 involved a high degree of auditor judgment and an increased extent of effort.
How the Critical Audit Matter Was Addressed in the Audit
Our audit procedures related to the expected impact of the adoption of ASC 326 disclosure included the following, among others:
We tested the effectiveness of management’s controls covering the disclosure of the expected impact of the adoption of ASC 326, including controls covering accounting policy decisions, key assumptions and judgments, loss estimation modeling methodologies and the calculation of the expected credit losses.
We evaluated the appropriateness of the accounting policy decisions and disclosure of the estimated impact of the ASC 326 adoption.
We, with the assistance of our credit specialists, evaluated the reasonableness of the key assumptions and judgments, losses estimation modeling methodologies and calculated expected credit losses.
We tested the arithmetic accuracy of the calculation of the expected credit losses.

/s/ Deloitte & Touche LLP
Boston, Massachusetts
February 24, 2020
We have served as the Company's auditor since 2000.


Citizens Financial Group, Inc. | 92


REPORT OF INDEPENDENT REGISTERED PUBLIC ACCOUNTING FIRM
To the Shareholders and Board of Directors of
Citizens Financial Group, Inc.
Providence, Rhode Island

Opinion on Internal Control over Financial Reporting
We have audited the internal control over financial reporting of Citizens Financial Group, Inc. and its subsidiaries (the “Company”) as of December 31, 2019, based on criteria established in Internal Control — Integrated Framework(2013) issued by the Committee of Sponsoring Organizations of the Treadway Commission (COSO). In our opinion, the Company maintained, in all material respects, effective internal control over financial reporting as of December 31, 2019, based on criteria established in Internal Control — Integrated Framework (2013) issued by COSO.
We have also audited, in accordance with the standards of the Public Company Accounting Oversight Board (United States) (PCAOB), the consolidated financial statements as of and for the year ended December 31, 2019, of the Company and our report dated February 24, 2020, expressed an unqualified opinion on those financial statements.
Basis for Opinion
These consolidated financial statements are the responsibility of the Company's management. Our responsibility is to express an opinion on the Company's consolidated financial statements based on our audits. We are a public accounting firm registered with the PCAOB and are required to be independent with respect to the Company in accordance with the U.S. federal securities laws and the applicable rules and regulations of the Securities and Exchange Commission and the PCAOB.
We conducted our audits in accordance with the standards of the PCAOB. Those standards require that we plan and perform the audit to obtain reasonable assurance about whether the consolidated financial statements are free of material misstatement, whether due to error or fraud. Our audits included performing procedures to assess the risks of material misstatement of the consolidated financial statements, whether due to error or fraud, and performing procedures that respond to those risks. Such procedures included examining, on a test basis, evidence regarding the amounts and disclosures in the consolidated financial statements. Our audits also included evaluating the accounting principles used and significant estimates made by management, as well as evaluating the overall presentation of the consolidated financial statements. We believe that our audits provide a reasonable basis for our opinion.
Critical Audit Matter
The critical audit matter communicated below is a matter arising from the current-period audit of the consolidated financial statements that was communicated or required to be communicated to the audit committee and that (1) relates to accounts or disclosures that are material to the financial statements and (2) involved our especially challenging, subjective, or complex judgments. The communication of critical audit matters does not alter in any way our opinion on the consolidated financial statements, taken as a whole, and we are not, by communicating the critical audit matter below, providing separate opinions on the critical audit matter or on the accounts or disclosures to which it relates.
Citizens Financial Group, Inc. | 93


Allowance for Credit Losses - COVID-19 Considerations - Refer to Note 5 to the consolidated financial statements
Critical Audit Matter Description
Management’s estimate of expected credit losses in the Company’s loan and lease portfolios is recorded in the allowance for loan and lease losses and the reserve for unfunded lending commitments (collectively, the “ACL”). The ACL is maintained at a level the Company believes to be appropriate to absorb expected lifetime credit losses over the contractual life of the loan and lease portfolios and on the unfunded lending commitments. The determination of the ACL is based on periodic evaluation of the loan and lease portfolios and unfunded lending commitments that are not unconditionally cancelable considering a number of relevant underlying factors, including key assumptions and evaluation of quantitative and qualitative information. Key assumptions used in the ACL measurement process include the use of a two-year reasonable and supportable economic forecast period followed by a one-year period during which the expected credit losses revert to long-term historical macroeconomic inputs.

The quantitative evaluation of the adequacy of the ACL utilizes a single economic forecast as its foundation and is primarily based on econometric models that use known or estimated data as of the balance sheet date and forecasted data over the reasonable and supportable period. Known and estimated data include current probability of default, loss given default, and exposure at default (for commercial), timing and amount of expected draws (for unfunded lending commitments), FICO scores, loan-to-values ratios, term and time on books (for retail loans), mix and level of loan balances, delinquency levels, assigned risk ratings, previous loss experience, current business conditions, amounts and timing of expected future cash flows, and factors particular to a specific commercial credit such as competition, business and management performance. Forward-looking economic assumptions include real gross domestic product, unemployment rate, interest rate curves, and changes in collateral values. This data is aggregated to estimate expected credit losses over the contractual life of the loans and leases, adjusted for expected prepayments. In highly volatile economic environments, historical information, such as commercial customer financial statements or consumer credit ratings, may not be as important to estimating future expected losses as forecasted inputs to the models.

The ACL may also be affected materially by a variety of qualitative factors that the Company considers to reflect current judgment of various events and risks that are not measured in the statistical procedures including uncertainty related to the economic forecasts used in the modeled credit loss estimates, loan growth, back testing results, credit underwriting policy exceptions, regulatory and audit findings, and peer comparisons. The qualitative allowance is further informed for certain industry sectors or loan classes by alternative scenarios to support the period-end ACL.

While the macroeconomic forecast at year-end slightly improved relative to the third quarter of 2020 forecast, the Company continued to apply management judgment to adjust the modeled reserves in the commercial industry sectors most impacted by the COVID-19 pandemic and associated lockdowns, including in retail and hospitality, casual dining, retail trade, price-sensitive energy and related, and educational services, as well as in certain retail products.

Given the size of the loan and lease portfolios and unfunded commitments and the subjective nature of estimating the ACL, including the estimated impact of COVID-19, auditing the ACL involved a high degree of auditor judgment and an increased extent of effort.
How the Critical Audit Matter Was Addressed in the Audit
Our audit procedures related to the ACL for the loan and lease portfolios and unfunded commitments included the following, among others:
We tested the effectiveness of controls over the (i) selection of the foundational economic forecast, (ii) development, execution, and monitoring of the econometric models, (iii) estimation of management’s adjustments to the modeled reserves for COVID-19, (iv) determination of the qualitative allowance, and (v) overall calculation and disclosure of the ACL.
We used our credit specialists to assist us in evaluating the reasonableness of the econometric models and management’s adjustments to the modeled reserves for COVID-19.
We (i) evaluated the reasonableness of the econometric models and related assumptions, (ii) assessed the reasonableness of design, theory, and logic of the econometric models for estimating expected credit losses, (iii) tested the accuracy of the data input into the econometric models, and (iv) tested the arithmetic
Citizens Financial Group, Inc. | 94


accuracy of the models’ calculations of the expected credit losses.
We (i) evaluated the reasonableness of the Company’s identification of the commercial industry sectors and retail products most severely impacted by COVID-19, (ii) assessed the reasonableness of management’s methodologies and assumptions used to estimate the impact of COVID-19 on the impacted sectors, (iii) tested the accuracy of the data used in management’s calculation of the adjustments to the modeled reserves for the sectors impacted by COVID-19, (iv) tested the arithmetic accuracy of the calculation of the adjustments, and (v) considered available information related to industry sectors and borrowers severely impacted by COVID-19.
We (i) evaluated the appropriateness and relevance of the qualitative factors and related quantitative measures included in the qualitative allowance, (ii) tested the accuracy and evaluated the relevance of the historical loss data used in determining the qualitative allowance, (iii) evaluated the reasonableness of the Company’s assessment and determination of the qualitative factors and related impact on the estimation of the qualitative allowance and (iv) tested the arithmetic accuracy of the calculation of the qualitative allowance.
We tested the arithmetic accuracy of the calculation of the overall ACL and assessed the reasonableness of the related disclosures.

/s/ Deloitte & Touche LLP
Boston, Massachusetts
February 23, 2021
We have served as the Company's auditor since 2000.

Citizens Financial Group, Inc. | 95


REPORT OF INDEPENDENT REGISTERED PUBLIC ACCOUNTING FIRM
To the Shareholders and Board of Directors of
Citizens Financial Group, Inc.
Providence, Rhode Island

Opinion on Internal Control over Financial Reporting
We have audited the internal control over financial reporting of Citizens Financial Group, Inc. and its subsidiaries (the “Company”) as of December 31, 2020, based on criteria established in Internal Control — Integrated Framework(2013) issued by the Committee of Sponsoring Organizations of the Treadway Commission (COSO). In our opinion, the Company maintained, in all material respects, effective internal control over financial reporting as of December 31, 2020, based on criteria established in Internal Control — Integrated Framework (2013) issued by COSO.
We have also audited, in accordance with the standards of the Public Company Accounting Oversight Board (United States) (PCAOB), the consolidated financial statements as of and for the year ended December 31, 2020, of the Company and our report dated February 23, 2021, expressed an unqualified opinion on those consolidated financial statements and included an explanatory paragraph regarding the Company’s adoption of Financial Instruments - Credit Losses (ASC 326) on January 1, 2020.
Basis for Opinion
The Company’s management is responsible for maintaining effective internal control over financial reporting and for its assessment of the effectiveness of internal control over financial reporting, included in the accompanying Report of Management’sManagement on Internal Control over Financial Reporting. Our responsibility is to express an opinion on the Company’s internal control over financial reporting based on our audit. We are a public accounting firm registered with the PCAOB and are required to be independent with respect to the Company in accordance with the U.S. federal securities laws and the applicable rules and regulations of the Securities and Exchange Commission and the PCAOB.
We conducted our audit in accordance with the standards of the PCAOB. Those standards require that we plan and perform the audit to obtain reasonable assurance about whether effective internal control over financial reporting was maintained in all material respects. Our audit included obtaining an understanding of internal control over financial reporting, assessing the risk that a material weakness exists, testing and evaluating the design and operating effectiveness of internal control based on the assessed risk, and performing such other procedures as we considered necessary in the circumstances. We believe that our audit provides a reasonable basis for our opinion.
Definition and Limitations of Internal Control over Financial Reporting
A company’s internal control over financial reporting is a process designed to provide reasonable assurance regarding the reliability of financial reporting and the preparation of consolidated financial statements for external purposes in accordance with generally accepted accounting principles. A company’s internal control over financial reporting includes those policies and procedures that (1) pertain to the maintenance of records that, in reasonable detail, accurately and fairly reflect the transactions and dispositions of the assets of the company; (2) provide reasonable assurance that transactions are recorded as necessary to permit preparation of consolidated financial statements in accordance with generally accepted accounting principles, and that receipts and expenditures of the company are being made only in accordance with authorizations of management and directors of the company; and (3) provide reasonable assurance regarding prevention or timely detection of unauthorized acquisition, use, or disposition of the company’s assets that could have a material effect on the consolidated financial statements.
Because of its inherent limitations, internal control over financial reporting may not prevent or detect misstatements. Also, projections of any evaluation of effectiveness to future periods are subject to the risk that controls may become inadequate because of changes in conditions, or that the degree of compliance with the policies or procedures may deteriorate.
/s/ Deloitte & Touche LLP

Boston, Massachusetts
February 24, 2020


23, 2021
Citizens Financial Group, Inc. | 9396



CONSOLIDATED BALANCE SHEETS
(in millions, except share data)December 31, 2019 December 31, 2018(in millions, except share data)December 31, 2020December 31, 2019
ASSETS:   ASSETS:
Cash and due from banks
$1,175
 
$1,081
Cash and due from banks$1,037 $1,175 
Interest-bearing cash and due from banks2,211
 2,993
Interest-bearing cash and due from banks11,696 2,211 
Interest-bearing deposits in banks297
 148
Interest-bearing deposits in banks306 297 
Debt securities available for sale, at fair value (including $359 and $363 pledged to creditors, respectively) (1)
20,613
 19,895
Debt securities held to maturity (fair value of $3,242 and $4,041, respectively, and including $249 and $0 pledged to creditors, respectively) (1)
3,202
 4,165
Equity investment securities, at fair value47
 181
Equity investment securities, at cost807
 834
Debt securities available for sale, at fair value (including $549 and $359 pledged to creditors, respectively) (1)
Debt securities available for sale, at fair value (including $549 and $359 pledged to creditors, respectively) (1)
22,942 20,613 
Debt securities held to maturity (fair value of $3,357 and $3,242, respectively, and including $144 and $249 pledged to creditors, respectively) (1)
Debt securities held to maturity (fair value of $3,357 and $3,242, respectively, and including $144 and $249 pledged to creditors, respectively) (1)
3,235 3,202 
Loans held for sale, at fair value1,946
 1,219
Loans held for sale, at fair value3,564 1,946 
Other loans held for sale1,384
 101
Other loans held for sale439 1,384 
Loans and leases119,088
 116,660
Loans and leases123,090 119,088 
Less: Allowance for loan and lease losses(1,252) (1,242)Less: Allowance for loan and lease losses(2,443)(1,252)
Net loans and leases117,836
 115,418
Net loans and leases120,647 117,836 
Derivative assets807
 317
Derivative assets1,915 807 
Premises and equipment, net761
 791
Premises and equipment, net759 761 
Bank-owned life insurance1,725
 1,698
Bank-owned life insurance1,756 1,725 
Goodwill7,044
 6,923
Goodwill7,050 7,044 
Other assets5,878
 4,754
Other assets8,003 6,732 
TOTAL ASSETS
$165,733
 
$160,518
TOTAL ASSETS$183,349 $165,733 
LIABILITIES AND STOCKHOLDERS’ EQUITY:   LIABILITIES AND STOCKHOLDERS’ EQUITY:
LIABILITIES:   LIABILITIES:
Deposits:   Deposits:
Noninterest-bearing
$29,233
 
$29,458
Noninterest-bearing$43,831 $29,233 
Interest-bearing96,080
 90,117
Interest-bearing103,333 96,080 
Total deposits125,313
 119,575
Total deposits147,164 125,313 
Federal funds purchased and securities sold under agreements to repurchase265
 1,156
Other short-term borrowed funds9
 161
Short-term borrowed fundsShort-term borrowed funds243 274 
Derivative liabilities120
 292
Derivative liabilities128 120 
Deferred taxes, net866
 573
Deferred taxes, net629 866 
Long-term borrowed funds14,047
 15,925
Long-term borrowed funds8,346 14,047 
Other liabilities2,912
 2,019
Other liabilities4,166 2,912 
TOTAL LIABILITIES143,532
 139,701
TOTAL LIABILITIES160,676 143,532 
Contingencies (refer to Note 18)

 

Contingencies (refer to Note 18)00
STOCKHOLDERS’ EQUITY:   STOCKHOLDERS’ EQUITY:
Preferred Stock:   Preferred Stock:
$25.00 par value,100,000,000 shares authorized; 1,600,000 shares issued and outstanding at December 31, 2019 and 850,000 shares issued and outstanding at December 31, 20181,570
 840
$25.00 par value,100,000,000 shares authorized; 2,000,000 and 1,600,000 shares issued and outstanding at December 31, 2020 and 2019, respectively$25.00 par value,100,000,000 shares authorized; 2,000,000 and 1,600,000 shares issued and outstanding at December 31, 2020 and 2019, respectively1,965 1,570 
Common stock:   Common stock:
$0.01 par value, 1,000,000,000 shares authorized; 568,238,730 shares issued and 433,121,083 shares outstanding at December 31, 2019 and 566,819,863 shares issued and 466,007,984 shares outstanding at December 31, 20186
 6
$0.01 par value, 1,000,000,000 shares authorized; 569,876,133 shares issued and 427,209,831 shares outstanding at December 31, 2020 and 568,238,730 shares issued and 433,121,083 shares outstanding at December 31, 2019$0.01 par value, 1,000,000,000 shares authorized; 569,876,133 shares issued and 427,209,831 shares outstanding at December 31, 2020 and 568,238,730 shares issued and 433,121,083 shares outstanding at December 31, 2019
Additional paid-in capital18,891
 18,815
Additional paid-in capital18,940 18,891 
Retained earnings6,498
 5,385
Retained earnings6,445 6,498 
Treasury stock, at cost, 135,117,647 and 100,811,879 shares at December 31, 2019 and December 31, 2018, respectively(4,353) (3,133)
Treasury stock, at cost, 142,666,302 and 135,117,647 shares at December 31, 2020 and 2019, respectivelyTreasury stock, at cost, 142,666,302 and 135,117,647 shares at December 31, 2020 and 2019, respectively(4,623)(4,353)
Accumulated other comprehensive loss(411) (1,096)Accumulated other comprehensive loss(60)(411)
TOTAL STOCKHOLDERS’ EQUITY22,201
 20,817
TOTAL STOCKHOLDERS’ EQUITY22,673 22,201 
TOTAL LIABILITIES AND STOCKHOLDERS’ EQUITY
$165,733
 
$160,518
TOTAL LIABILITIES AND STOCKHOLDERS’ EQUITY$183,349 $165,733 
(1) Includes only collateral pledged by the Company where counterparties have the right to sell or pledge the collateral.
The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.

Citizens Financial Group, Inc. | 94


CONSOLIDATED STATEMENTS OF OPERATIONS
 Year Ended December 31,
 (in millions, except share and per-share data)201920182017
INTEREST INCOME:   
Interest and fees on loans and leases
$5,441

$5,010

$4,249
Interest and fees on loans held for sale, at fair value63
37
18
Interest and fees on other loans held for sale13
10
10
Investment securities642
672
625
Interest-bearing deposits in banks30
29
18
Total interest income6,189
5,758
4,920
INTEREST EXPENSE:   
Deposits1,155
785
441
Federal funds purchased and securities sold under agreements to repurchase8
6
3
Other short-term borrowed funds2
9
17
Long-term borrowed funds410
426
286
Total interest expense1,575
1,226
747
Net interest income4,614
4,532
4,173
Provision for credit losses393
326
321
Net interest income after provision for credit losses4,221
4,206
3,852
NONINTEREST INCOME:   
Service charges and fees505
513
516
Mortgage banking fees302
152
108
Card fees254
244
233
Capital markets fees216
179
194
Trust and investment services fees202
171
158
Foreign exchange and interest rate products155
126
109
Letter of credit and loan fees135
128
121
Securities gains, net19
19
11
Net securities impairment losses recognized in earnings on debt securities(2)(3)(7)
Other income91
67
91
Total noninterest income1,877
1,596
1,534
NONINTEREST EXPENSE:   
Salaries and employee benefits2,026
1,880
1,766
Equipment and software expense514
464
443
Outside services498
447
404
Occupancy333
333
319
Other operating expense476
495
542
Total noninterest expense3,847
3,619
3,474
Income before income tax expense2,251
2,183
1,912
Income tax expense460
462
260
NET INCOME
$1,791

$1,721

$1,652
Net income available to common stockholders$1,718$1,692
$1,638
Weighted-average common shares outstanding:   
Basic449,731,453
478,822,072
502,157,440
Diluted451,213,701
480,430,741
503,685,091
Per common share information:   
Basic earnings
$3.82

$3.54

$3.26
Diluted earnings3.81
3.52
3.25
The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.

Citizens Financial Group, Inc. | 9597



CONSOLIDATED STATEMENTS OF COMPREHENSIVE INCOMEOPERATIONS
 Year Ended December 31,
(in millions)201920182017
Net income
$1,791

$1,721

$1,652
Other comprehensive income (loss):   
Net unrealized derivative instruments gains (losses) arising during the periods, net of income taxes of $35, ($11) and ($9), respectively103
(33)(14)
Reclassification adjustment for net derivative losses (gains) included in net income, net of income taxes of $14, $10 and ($9), respectively43
33
(16)
Net unrealized debt securities gains (losses) arising during the periods, net of income taxes of $165, ($79) and ($4), respectively501
(239)(6)
Other-than-temporary impairment not recognized in earnings on debt securities, net of income taxes of $0, ($1) and $0, respectively
(3)
Reclassification of net debt securities gains to net income, net of income taxes of ($8), ($4) and ($2), respectively(15)(12)(2)
Employee benefit plans:   
Actuarial gain (loss), net of income taxes of $12, ($14) and $12, respectively36
(35)19
Amortization of actuarial loss, net of income taxes of $6, $3 and $5, respectively13
14
13
Amortization of prior service cost, net of income taxes of $0, $0 and $0, respectively(1)(1)(1)
Total other comprehensive income (loss), net of income taxes680
(276)(7)
Total comprehensive income
$2,471

$1,445

$1,645
Year Ended December 31,
 (in millions, except share and per-share data)202020192018
INTEREST INCOME:
Interest and fees on loans and leases$4,719 $5,441 $5,010 
Interest and fees on loans held for sale, at fair value75 63 37 
Interest and fees on other loans held for sale33 13 10 
Investment securities519 642 672 
Interest-bearing deposits in banks11 30 29 
Total interest income5,357 6,189 5,758 
INTEREST EXPENSE:
Deposits509 1,155 785 
Short-term borrowed funds10 15 
Long-term borrowed funds260 410 426 
Total interest expense771 1,575 1,226 
Net interest income4,586 4,614 4,532 
Provision for credit losses1,616 393 326 
Net interest income after provision for credit losses2,970 4,221 4,206 
NONINTEREST INCOME:
Mortgage banking fees915 302 152 
Service charges and fees403 505 513 
Capital markets fees250 216 179 
Card fees217 254 244 
Trust and investment services fees203 202 171 
Letter of credit and loan fees140 135 128 
Foreign exchange and interest rate products120 155 126 
Securities gains, net19 19 
Net impairment losses recognized in earnings on debt securities(2)(3)
Other income67 91 67 
Total noninterest income2,319 1,877 1,596 
NONINTEREST EXPENSE:
Salaries and employee benefits2,123 2,026 1,880 
Equipment and software expense565 514 464 
Outside services553 498 447 
Occupancy331 333 333 
Other operating expense419 476 495 
Total noninterest expense3,991 3,847 3,619 
Income before income tax expense1,298 2,251 2,183 
Income tax expense241 460 462 
NET INCOME$1,057 $1,791 $1,721 
Net income available to common stockholders$950$1,718$1,692 
Weighted-average common shares outstanding:
Basic427,062,537 449,731,453 478,822,072 
Diluted428,157,780 451,213,701 480,430,741 
Per common share information:
Basic earnings$2.22 $3.82 $3.54 
Diluted earnings2.22 3.81 3.52 
The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.

Citizens Financial Group, Inc. | 9698



CONSOLIDATED STATEMENTS OF CHANGES IN STOCKHOLDERS’ EQUITYCOMPREHENSIVE INCOME
 Preferred Stock Common StockAdditional Paid-in CapitalRetained EarningsTreasury Stock, at CostAccumulated Other Comprehensive LossTotal
(in millions)SharesAmount SharesAmount
Balance at January 1, 2017

$247
 512

$6

$18,722

$2,703

($1,263)
($668)
$19,747
Dividends to common stockholders

 


(322)

(322)
Dividend to preferred stockholders

 


(14)

(14)
Treasury stock purchased

 (22)
25

(845)
(820)
Share-based compensation plans

 1

22



22
Employee stock purchase plan shares purchased

 

12



12
Total comprehensive income:  ��      

Net income

 


1,652


1,652
Other comprehensive loss

 




(7)(7)
Total comprehensive income

 


1,652

(7)1,645
Reclassification of tax effects resulting from the 2017 Tax Legislation

 


145

(145)
Balance at December 31, 2017

$247
 491

$6

$18,781

$4,164

($2,108)
($820)
$20,270
Dividends to common stockholders

 


(471)

(471)
Dividend to preferred stockholders

 


(29)

(29)
Preferred stock issued1
593
 





593
Treasury stock purchased

 (26)


(1,025)
(1,025)
Share-based compensation plans

 1

20



20
Employee stock purchase plan shares purchased

 

14



14
Total comprehensive income:          
Net income

 


1,721


1,721
Other comprehensive loss

 




(276)(276)
Total comprehensive income

 


1,721

(276)1,445
Balance at December 31, 20181

$840
 466

$6

$18,815

$5,385

($3,133)
($1,096)
$20,817
Dividends to common stockholders

 


(617)

(617)
Dividends to preferred stockholders

 


(73)

(73)
Preferred stock issued1
730
 





730
Treasury stock purchased

 (34)


(1,220)
(1,220)
Share-based compensation plans

 1

59



59
Employee stock purchase plan shares purchased

 

17



17
Cumulative effect of change in accounting standards

 


12

5
17
Total comprehensive income:         

Net income

 


1,791


1,791
Other comprehensive income

 




680
680
Total comprehensive income

 


1,791

680
2,471
Balance at December 31, 20192

$1,570

433

$6

$18,891

$6,498

($4,353)
($411)
$22,201
Year Ended December 31,
(in millions)202020192018
Net income$1,057 $1,791 $1,721 
Other comprehensive income (loss):
Net unrealized derivative instruments gains (losses) arising during the periods, net of income taxes of $33, $35, ($11),respectively97 103 (33)
Reclassification adjustment for net derivative (gains) losses included in net income, net of income taxes of ($38), $14, $10, respectively(111)43 33 
Net unrealized debt securities gains (losses) arising during the periods, net of income taxes of $124, $165, ($79), respectively382 501 (239)
Other-than-temporary impairment not recognized in earnings on debt securities, net of income taxes of $0, $0, ($1), respectively(3)
Reclassification of net debt securities gains to net income, net of income taxes of ($1), ($8), ($4), respectively(3)(15)(12)
Employee benefit plans:
 Actuarial (loss) gain, net of income taxes of $(10), $12, ($14), respectively(27)36 (35)
Amortization of actuarial loss, net of income taxes of $4, $6, $3, respectively13 13 14 
Amortization of prior service cost, net of income taxes of $0, $0,$0, respectively(1)(1)
Total other comprehensive income (loss), net of income taxes351 680 (276)
Total comprehensive income$1,408 $2,471 $1,445 
The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.
Citizens Financial Group, Inc. | 99


CONSOLIDATED STATEMENTS OF CHANGES IN STOCKHOLDERS’ EQUITY
Preferred StockCommon StockAdditional Paid-in CapitalRetained EarningsTreasury Stock, at CostAccumulated Other Comprehensive LossTotal
(in millions)SharesAmountSharesAmount
Balance at January 1, 2018$247 491 $6 $18,781 $4,164 ($2,108)($820)$20,270 
Dividends to common stockholders— — — — — (471)— — (471)
Dividend to preferred stockholders— — — — — (29)— — (29)
Preferred stock issued593 — — — — — — 593 
Treasury stock purchased— — (26)— — — (1,025)— (1,025)
Share-based compensation plans— — — 20 — — — 20 
Employee stock purchase plan shares purchased— — — — 14 — — — 14 
Total comprehensive income:
Net income— — — — — 1,721 — — 1,721 
Other comprehensive loss— — — — — — — (276)(276)
Total comprehensive income— — — — — 1,721 — (276)1,445 
Balance at December 31, 2018$840 466 $6 $18,815 $5,385 ($3,133)($1,096)$20,817 
Dividends to common stockholders— — — — — (617)— — (617)
Dividend to preferred stockholders— — — — — (73)— — (73)
Preferred stock issued730 — — — — — — 730 
Treasury stock purchased— — (34)— — — (1,220)— (1,220)
Share-based compensation plans— — — 59 — — — 59 
Employee stock purchase plan shares purchased— — — — 17 — — — 17 
Cumulative effect of change in accounting standards— — — — — 12 — 17 
Total comprehensive income:
Net income— — — — — 1,791 — — 1,791 
Other comprehensive income— — — — — — — 680 680 
Total comprehensive income— — — — — 1,791 — 680 2,471 
Balance at December 31, 2019$1,570 433 $6 $18,891 $6,498 ($4,353)($411)$22,201 
Dividends to common stockholders— — — — — (672)— — (672)
Dividends to preferred stockholders— — — — — (107)— — (107)
Preferred stock issued395 — — — — — — 395 
Treasury stock purchased— — (8)— — — (270)— (270)
Share-based compensation plans— — — 30 — — 30 
Employee stock purchase plan shares purchased— — — 19 — — — 19 
Cumulative effect of change in accounting standards— — — — — (331)— (331)
Total comprehensive income:
Net income— — — — — 1,057 — — 1,057 
Other comprehensive income— — — — — — — 351 351 
Total comprehensive income— — — — — 1,057 — 351 1,408 
Balance at December 31, 2020$1,965 427 $6 $18,940 $6,445 ($4,623)($60)$22,673 
The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.
Citizens Financial Group, Inc. | 97100



CONSOLIDATED STATEMENTS OF CASH FLOWS
Year Ended December 31,Year Ended December 31,
(in millions)201920182017(in millions)202020192018
OPERATING ACTIVITIES OPERATING ACTIVITIES
Net income
$1,791

$1,721

$1,652
Net income$1,057 $1,791 $1,721 
Adjustments to reconcile net income to net cash provided by operating activities: Adjustments to reconcile net income to net cash provided by operating activities:
Provision for credit losses393
326
321
Provision for credit losses1,616 393 326 
Originations of mortgage loans held for sale(21,188)(8,036)(2,911)
Proceeds from sales of mortgage loans held for sale20,430
8,149
3,161
Purchases of commercial loans held for sale(1,979)(1,944)(2,057)
Proceeds from sales of commercial loans held for sale2,065
1,857
1,963
Net change in loans held for saleNet change in loans held for sale32 (672)26 
Depreciation, amortization and accretion633
489
487
Depreciation, amortization and accretion567 622 486 
Mortgage servicing rights valuation charge-off (recovery)1
(3)(2)
Debt securities impairment2
3
7
Amortization of intangiblesAmortization of intangibles11 11 
Deferred income taxes64
97
(136)Deferred income taxes(238)64 97 
Share-based compensation41
41
48
Share-based compensation48 41 41 
Net gain on sales of: Net gain on sales of:
Debt securities(25)(19)(11)Debt securities(4)(25)(19)
Equity securities

(1)
Premises and equipment(6)

Premises and equipment(6)
Other loans held for sale

(17)
Increase in other assets(856)(1,217)(502)Increase in other assets(3,979)(853)(1,217)
Increase (decrease) in other liabilities331
303
(119)
Increase in other liabilitiesIncrease in other liabilities1,001 331 303 
Net cash provided by operating activities1,697
1,767
1,883
Net cash provided by operating activities111 1,697 1,767 
INVESTING ACTIVITIES INVESTING ACTIVITIES
Investment securities: Investment securities:
Purchases of securities available for sale(8,422)(4,270)(5,394)
Purchases of debt securities available for salePurchases of debt securities available for sale(9,271)(8,422)(4,270)
Proceeds from maturities and paydowns of debt securities available for sale3,946
3,258
3,470
Proceeds from maturities and paydowns of debt securities available for sale6,943 3,946 3,258 
Proceeds from sales of debt securities available for sale5,016
998
1,257
Proceeds from sales of debt securities available for sale585 5,016 998 
Purchases of debt securities held to maturity

(171)
Proceeds from maturities and paydowns of debt securities held to maturity398
522
561
Proceeds from maturities and paydowns of debt securities held to maturity897 398 522 
Purchases of equity securities, at fair value(717)(162)(326)
Proceeds from sales of equity securities, at fair value851
150
253
Purchases of equity securities, at cost(511)(754)(400)
Proceeds from sales of equity securities, at cost538
642
637
Net (increase) decrease in interest-bearing deposits in banks(149)44
247
Net (increase) decrease in interest-bearing deposits in banks(9)(149)44 
Purchases of mortgage servicing rights
(16)(28)
Acquisitions, net of cash acquired(129)(533)
Acquisitions, net of cash acquired(3)(129)(533)
Net increase in loans and leases(4,334)(6,445)(3,634)Net increase in loans and leases(5,095)(4,334)(6,445)
Net increase in bank-owned life insurance(27)(42)(44)
Premises and equipment: 
Purchases(126)(232)(253)
Proceeds from sales31


Capitalization of software(240)(237)(159)
Capital expenditures, netCapital expenditures, net(118)(95)(232)
OtherOther(65)(106)(419)
Net cash used in investing activities(3,875)(7,077)(3,984)Net cash used in investing activities(6,136)(3,875)(7,077)
The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.



Citizens Financial Group, Inc. | 98101


CONSOLIDATED STATEMENTS OF CASH FLOWS (Continued)
Year Ended December 31,Year Ended December 31,
(in millions)2019
2018
2017
(in millions)202020192018
FINANCING ACTIVITIES FINANCING ACTIVITIES
Net increase in deposits5,738
4,486
5,285
Net increase in deposits21,851 5,738 4,486 
Net (decrease) increase in federal funds purchased and securities sold under agreements to repurchase(891)341
(333)
Net decrease in other short-term borrowed funds(157)(5,211)(4,959)
Net decrease in short-term borrowed fundsNet decrease in short-term borrowed funds(39)(1,048)(4,870)
Proceeds from issuance of long-term borrowed funds12,850
22,503
15,363
Proceeds from issuance of long-term borrowed funds8,323 12,850 22,503 
Repayments of long-term borrowed funds(14,857)(14,837)(12,751)Repayments of long-term borrowed funds(14,022)(14,857)(14,837)
Treasury stock purchased(1,220)(1,025)(820)Treasury stock purchased(270)(1,220)(1,025)
Net proceeds from issuance of preferred stock730
593

Net proceeds from issuance of preferred stock395 730 593 
Dividends declared and paid to common stockholders

(617)(471)(322)Dividends declared and paid to common stockholders
(672)(617)(471)
Dividends declared and paid to preferred stockholders(65)(14)(14)Dividends declared and paid to preferred stockholders(98)(65)(14)
Premium paid to exchange debtPremium paid to exchange debt(80)
Payments of employee tax withholding for share-based compensation(21)(13)(20)Payments of employee tax withholding for share-based compensation(16)(21)(13)
Net cash provided by financing activities1,490
6,352
1,429
Net cash provided by financing activities15,372 1,490 6,352 
(Decrease) increase in cash and cash equivalents(a)
(688)1,042
(672)
Increase (decrease) in cash and cash equivalents(a)
Increase (decrease) in cash and cash equivalents(a)
9,347 (688)1,042 
Cash and cash equivalents at beginning of period(a)
4,074
3,032
3,704
Cash and cash equivalents at beginning of period(a)
3,386 4,074 3,032 
Cash and cash equivalents at end of period(a)

$3,386

$4,074

$3,032
Cash and cash equivalents at end of period(a)
$12,733 $3,386 $4,074 
 
Supplemental disclosures: Supplemental disclosures:
Interest paid
$1,560

$1,184

$716
Interest paid$837 $1,560 $1,184 
Income taxes paid326
241
371
Income taxes paid261 326 241 
Non-cash items: Non-cash items:
Transfer of securities from available for sale to held to maturity
$192

$—

$—
Transfer of securities from available for sale to held to maturity$813 $192 $0 
Transfer of securities from held to maturity to available for sale734


Transfer of securities from held to maturity to available for sale734 
Loans securitized and transferred to securities available for sale150
142
134
Loans securitized and transferred to securities available for sale956 150 142 
Loans securitized and transferred to securities held to maturityLoans securitized and transferred to securities held to maturity111 
Stock issued for share-based compensation plans

59
20
22
Stock issued for share-based compensation plans30 59 20 
Stock issued for Employee Stock Purchase Plan17
14
12
Stock issued for Employee Stock Purchase Plan19 17 14 
Due from broker for securities sold but not settled

6
(a) Cash and cash equivalents include cash and due from banks and interest-bearing cash and due from banks as reflected on the Consolidated Balance Sheets.

The accompanying Notes to Consolidated Financial Statements are an integral part of these statements.



Citizens Financial Group, Inc. | 99102



NOTES TO CONSOLIDATED FINANCIAL STATEMENTS
NOTE 1 - BASIS OF PRESENTATION
The accounting and reporting policies of Citizens Financial Group, Inc. conform to GAAP. The Company’s principal business activity is banking, conducted through its banking subsidiary Citizens Bank, National Association. The Company also provides M&A, capital raising and other financial advisory services to middle market companies across a focused set of industry verticals through its broker-dealer CCMI.
The Consolidated Financial Statements include the accounts of Citizens and subsidiaries in which Citizens has a controlling financial interest. All intercompany transactions and balances have been eliminated. The Company has evaluated its unconsolidated entities and does not believe that any entity in which it has an interest, but does not currently consolidate, meets the requirements to be consolidated as a variable interest entity.
The preparation of financial statements in conformity with GAAP requires management to make estimates and assumptions that affect the reported amounts of assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates. Material estimates that are particularly susceptible to significant change in the near-term relate to the determination of the ACL and the fair value of MSRs.
Certain prior period balances on the Consolidated Balance Sheets, amounts reported on the Consolidated Statements of Operations and Consolidated Statements of Cash Flows, and applicable Notes to the Consolidated Financial Statements have been reclassified to conform to the current period presentation:

Equity investment securities, at fair value, and equity investment securities, at cost, have been reclassified to other assets;
Federal funds purchased and securities sold under agreement to repurchase, and other short-term borrowed funds have been reclassified to short-term borrowed funds;
Purchases of equity securities, at fair value, proceeds of equity securities, at fair value, purchases of equity securities, at cost, and proceeds or equity securities, at cost, have been reclassified to other investing activities; and
Purchases of mortgage servicing rights has been reclassified to other investing activities.

Certain prior period balances have been reclassified in the applicable Notes to the Financial Statements due to the following loan class changes:

Home equity loans, home equity lines of credit, home equity loans serviced for others, and home equity lines of credit serviced for others have been reclassified into home equity; and
Credit card and other retail have been reclassified into other retail.

Additionally, the commercial loan class has been renamed commercial and industrial and the commercial loans and leases loan segment has been renamed commercial.

These changes had no effect on net income, total comprehensive income, total assets, or total stockholders’ equity as previously reported.

Citizens Financial Group, Inc. | 103


Significant Accounting Policies
The following table identifies the Company’s significant accounting policies and the Note and Page where a detailed description of each policy can be found.
NotePage
Cash and Due From Banks
Securities
Loans and Leases
Allowance for Credit Losses
Premises, Equipment and Software
Mortgage Servicing Rights
Leases
Goodwill
Variable Interest Entities
Derivative Instruments
Employee Benefits
Treasury Stock
Employee Share-Based Compensation
Fair Value Measurement
Revenue Recognition
Income Taxes
Earnings Per Share

Acquisitions
On January 1, 2019, the Company acquired Clarfeld Financial Advisors, LLC (“Clarfeld”), a Tarrytown, New York-based boutique wealth management and financial advisory firm, for total consideration of $110 million. As part of this transaction, the Company expanded its wealth management position with the addition of a robust client base. The Company recognized goodwill of $83 million and other intangibles of $21 million related to the transaction.
On March 1, 2019, the Company acquired certain assets and assumed certain liabilities of Bowstring Advisors, LLC (“Bowstring”), an Atlanta, Georgia-based mergers and acquisitions advisory and capital raising firm, for the consideration of $40 million. As part of this transaction, the Company expanded its mergers and acquisitions advisory position with the addition of a referral network and experienced staff. The Company recognized goodwill of $35 million and other intangibles of $6 million related to the transaction.

Accounting Pronouncements Adopted in 2020
PronouncementCitizens Financial Group, Inc. | 100


Accounting Pronouncements Adopted in2019
PronouncementSummary of GuidanceEffects on Financial Statements
Derivatives and Hedging

Issued August 2017
Reduces the complexity and operational burdens of the current hedge accounting model and portrays more clearly the effects of hedge accounting in the financial statements.

Modifies current requirements to facilitate the application of hedge accounting to partial-term hedges, hedges of prepayable financial instruments, and other strategies. Adoption of these optional changes would occur on a prospective basis.

Requires the effects of fair value hedges to be classified in the same income statement line as the earnings effect of the hedged item. Adoption of this change will occur on a prospective basis.

Requires all effects of cash flow hedges to be deferred in other comprehensive income until the hedged cash flows affect earnings. Periodic hedge ineffectiveness will no longer be recognized in earnings. Adoption of this change will occur on a modified retrospective basis through a cumulative-effect adjustment directly to retained earnings as of the beginning of the period of adoption.
The Company adopted the new standard on January 1, 2019 under the modified retrospective method.

Adoption did not have a material impact on the Company’s Consolidated Financial Statements.

Required disclosures are included in Note 13.
Leases

Issued February 2016


Requires lessees to recognize a right-of-use asset and corresponding lease liability for all leases with a lease term of greater than one year.

Requires lessees and lessors to classify most leases using principles similar to existing lease accounting, but eliminates the “bright line” classification tests.

Requires that for finance leases, a lessee recognize interest expense on the lease liability separately from the amortization of the right-of-use asset in the Consolidated Statements of Operations, while for operating leases, such amounts should be recognized as a combined expense.

Requires expanded disclosures about the nature and terms of lease agreements.

Provides the option to adopt using either a modified cumulative-effect approach wherein the guidance is applied to all periods presented, or through a cumulative-effect adjustment beginning in the period of adoption.

Requires companies with land easements to assess whether the easement meets the definition of a lease before applying other accounting guidance.
The Company adopted the new standard under the modified retrospective approach on January 1, 2019, which is applicable to both its leasing finance business as well as property and equipment leases in which Citizens is lessee.

Adoption resulted in a cumulative-effect adjustment of $12 million, net of taxes, to retained earnings related to leases in which Citizens is lessee.

Adoption resulted in the recognition of a right-of-use asset and corresponding lease liability of $734 million and $749 million, respectively in its Consolidated Balance Sheet for non-cancelable operating lease agreements.

Required lessor disclosures are included in Note 4 and required lessee disclosures are included in Note 8.
Implementation Costs Incurred in a Cloud Computing Arrangement

Issued August 2018
Requires implementation costs incurred in a cloud computing arrangement that is a service contract be deferred and recognized over the term of the arrangement if those costs would be capitalized in a software licensing arrangement.

Requires amortization expense be presented in the same income statement line item as the related hosting service arrangement expense.

Permits adoption prospectively for all implementation costs incurred after adoption or retrospectively through a cumulative-effect adjustment as of the beginning of the first period presented.

The Company prospectively adopted the new standard on January 1, 2019.

Adoption did not have a material impact on the Company’s Consolidated Financial Statements.


Citizens Financial Group, Inc. | 101


Accounting Pronouncements Pending Adoption
PronouncementSummary of GuidanceEffects on Financial Statements
Financial Instruments - Credit Losses

Issued June 2016
Required effective date: January 1, 2020.


Replaces existing incurred loss impairment guidance and establishesEstablishes a single allowance framework for financial assets carried at amortized cost (including securities HTM), which will reflectreflects management’s estimate of credit losses over the full remaining expected life of the financial assets.


Amends existing impairment guidance for securities AFS to incorporate an allowance, which will allowallows for reversals of impairment losses in the event that the credit of an issuer improves.


Requires a cumulative-effect adjustment to retained earnings, net of taxes, as of the beginning of the reporting period of adoption.


Requires enhanced credit quality disclosures including disaggregation of credit quality indicators by vintage.

The Company adopted the new standard on January 1, 2020, retrospectivelyunder the modified retrospective approach. Refer to Note 5 for loansdiscussion of the significant accounting policy for the allowance for credit losses following adoption.

Adoption resulted in a cumulative-effect reduction of $337 million, net of taxes of $114 million, to retained earnings and leases and HTM securities and prospectively for AFS securities.

To estimatea corresponding increase to the ACL under CECL, Citizens uses models and other estimation techniques that are sensitiveof $451 million. Refer to changes in forecasted economic conditions. The Company applies qualitative factors related to idiosyncratic risk factors, changes in current economic conditions that may not be adequately reflected in quantitatively derived results, or other relevant factors to ensureNote 5 for the ACL reflectsimpact of the Company’s best estimate of current expected credit losses.

The Company recognized an increase in the ACL upon adoption of approximately $450 million, based on a two-year reasonable and supportable forecast period, and a one-year reversion to long-term historical macroeconomic variables. The increase in ACL is primarily related to consumer loans, such as residential mortgage, unsecured and education, due to the requirement to estimate credit losses over the full remaining expected life of the asset.ALLL and reserve for unfunded commitments.

Adoption of the new standard could produce higher volatility in the quarterly provision for credit losses than our currentthe prior incurred loss reserve process and could adversely impact the Company’s ongoing earnings.


The increase in ACL upon adoption reduced the Company’s CET1 capital ratio by 24 basis points on a fully-phased in basis. This capital impact will be phased in by 25% per year through January 1, 2023, which will impact 2020 by 6 basis points.

Based on the credit quality of ourthe Company’s existing debt securities portfolio, the Company did not recognize an ACLallowance for HTM and AFS debt securities upon adoption.

Citizens Financial Group, Inc. | 104


Goodwill

Issued January 2017

Requires an impairment loss to be recognized when the estimated fair value of a reporting unit falls below its carrying value.

Eliminates the second condition in the previous guidance that required an impairment loss to be recognized only if the estimated implied fair value of the goodwill is below its carrying value.

Applied prospectively to all goodwill impairment tests performed after the adoption date.
The Company adopted the new standard on January 1, 2020. Refer to Note 9 for discussion of the significant accounting policy for goodwill impairment following adoption.

Adoption did not have a material impact on the Company’s Consolidated Financial Statements.


Disclosure Requirements - Fair Value Measurements

Issued August 2018
Amends disclosure requirements on fair value measurements.

Eliminates requirements for certain disclosures that are no longer considered relevant or cost beneficial, requires new disclosures and modifies existing disclosures that are expected to enhance the usefulness of the financial statements.

Prospective application is required for new disclosures.

Retrospective application is required for all other amendments for all periods presented.

The Company adopted the new standard on January 1, 2020.

Adoption did not have a material impact on the Company’s Consolidated Financial Statements. Required fair value measurement disclosures are included in Note 19.
Simplifying the Accounting for Income Taxes

Issued December 2019
Simplifies the accounting for income taxes by eliminating certain exceptions related to the approach for intraperiod tax allocation, the methodology for calculating income taxes in an interim period and the recognition of deferred tax liabilities for outside basis differences.

Simplifies aspects of the accounting for franchise taxes and enacted changes in tax laws or rates.

Clarifies the accounting for transactions that result in a step-up in the tax basis of goodwill.


• The Company adopted the new standard on January 1, 2020.

• Adoption did not have an impact on the Company’s Consolidated Financial Statements.
Facilitation of the Effects of Reference Rate Reform on Financial Reporting

Issued March 2020
Provides the option to apply a number of practical expedients when evaluating if a contract modification as the result of reference rate reform is considered a new contract or a continuation of an existing contract.

Provides optional expedients to the evaluation of, and accounting for, fair value and cash flow hedges affected by reference rate reform.

Provides an optional one-time election to sell or transfer debt securities classified as HTM that reference a rate affected by reference rate reform
The Company adopted the new standard in the first quarter of 2020 upon issuance and is effective through December 31, 2022.

Adoption did not have a material impact on the Company’s Consolidated Financial Statements.


NOTE 2 - CASH AND DUE FROM BANKS
For the purposes of reporting cash flows, cash and cash equivalents have original maturities of three months or less and include cash and due from banks and interest-bearing cash and due from banks, primarily at the FRB.
Citizens maintains certain average reserve balances and compensating balances for check clearing and other services with the FRB. At December 31, 20192020 and 2018,2019, the balance of deposits at the FRB amounted to $2.1$11.7 billion and $3.0$2.1 billion, respectively. Average balances maintained with the FRB during the years ended December 31, 20192020 and 20182019 exceeded amounts required by law for the FRB’s requirements. All amounts, both required and excess reserves, held at the FRB currently earn interest at a fixed rate of 15510 basis points. Citizens recorded interest income on FRB deposits of $28$10 million, $28 million, and $16$28 million for the years ended December 31, 2020, 2019, 2018, and 2017,2018, respectively, in interest-bearing deposits in banks in the Consolidated Statements of Operations.

Citizens Financial Group, Inc. | 102


NOTE 3 - SECURITIES
Investments include debt and equity securities and other investment securities. Citizens classifies debt securities as AFS, HTM, or trading based on management’s intent to hold to maturity at the time of purchase. Management reserves the right to change the initial classification of debt and equity securities purchased based
Citizens Financial Group, Inc. | 105


on its intent to hold to maturity or as permitted by periodic changes in accounting guidance. Equity securities are recorded at fair value or at cost if there is not a readily determinable fair value.
Debt securities that will be held for indefinite periods of time and may be sold in response to changes in interest rates, changes in prepayment risk, or other factors considered in managing the Company’s asset/liability strategy are classified as AFS and reported at fair value, with unrealized gains and losses reported in OCI, net of taxes, as a separate component of stockholders’ equity. Gains and losses on the sales of securities are recognized in noninterest income and are computed using the specific identification method.
Debt securities for which the Company has the ability and intent to hold to maturity are classified as HTM and reported at amortized cost. Transfers of debt securities to the HTM classification are recognized at fair value at the date of transfer.
For debt securities classified as AFS or HTM, interest income is recorded on the accrual basis including the amortization of premiums and the accretion of discounts. Premiums and discounts on debt securities are amortized or accreted using the effective interest method over the estimated lives of the individual securities. Citizens uses actual prepayment experience and estimates of future prepayments to determine the constant effective yield necessary to apply the effective interest method of income recognition. Estimates of future prepayments are based on the underlying collateral characteristics of each security and are derived from market sources. Judgment is involved in making determinations about prepayment expectations and in changing those expectations in response to changes in interest rates and macroeconomic conditions. The amortization of premiums and discounts associated with mortgage-backed securities may be significantly impacted by changes in prepayment assumptions.
Securities classified as trading are bought and held principally for selling them in the near term and carried at fair value, with changes in fair value recognized in earnings. When applicable, realized and unrealized gains and losses on such assets are reported in noninterest income in the Consolidated Statements of Operations.
Equity securities are primarily composed of FHLB stock and FRB stock (which are carried at cost) and money market mutual fund investments held by the Company’s broker-dealers (which are carried at fair value, with changes in fair value recognized in noninterest income). Equity securities that are carried at cost are reviewed at least annually for impairment, with valuation adjustments recognized in noninterest income.

Citizens Financial Group, Inc. | 103



The following table presents the major components of securities at amortized cost and fair value:
December 31, 2020December 31, 2019
(in millions)Amortized CostGross Unrealized GainsGross Unrealized LossesFair ValueAmortized CostGross Unrealized GainsGross Unrealized LossesFair Value
U.S. Treasury and other$11 $0 $0 $11 $71 $0 $0 $71 
State and political subdivisions
Mortgage-backed securities, at fair value:
Federal agencies and U.S. government sponsored entities21,954 571 (19)22,506 19,803 143 (71)19,875 
Other/non-agency396 26 422 638 24 662 
Total mortgage-backed
securities, at fair value
22,350 597 (19)22,928 20,441 167 (71)20,537 
Total debt securities available for sale, at fair value$22,364 $597 ($19)$22,942 $20,517 $167 ($71)$20,613 
Federal agencies and U.S. government sponsored entities$2,342 $122 $0 $2,464 $3,202 $45 ($5)$3,242 
Total mortgage-backed
securities, at cost
2,342 122 2,464 3,202 45 (5)3,242 
Asset-backed securities, at cost (1)
893 893 
Total debt securities held to maturity$3,235 $122 $0 $3,357 $3,202 $45 ($5)$3,242 
Equity securities, at fair value$66 $— $— $66 $47 $— $— $47 
Equity securities, at cost604 — — 604 807 — — 807 
 December 31, 2019 December 31, 2018
(in millions)Amortized CostGross Unrealized GainsGross Unrealized LossesFair Value Amortized CostGross Unrealized GainsGross Unrealized LossesFair Value
U.S. Treasury and other
$71

$—

$—

$71
 
$24

$—

$—

$24
State and political subdivisions5


5
 5


5
Mortgage-backed securities, at fair value:         
Federal agencies and U.S. government sponsored entities19,803
143
(71)19,875
 20,211
28
(605)19,634
Other/non-agency638
24

662
 236
3
(7)232
Total mortgage-backed
securities, at fair value
20,441
167
(71)20,537
 20,447
31
(612)19,866
Total debt securities available for sale, at fair value
$20,517

$167

($71)
$20,613
 
$20,476

$31

($612)
$19,895
Federal agencies and U.S. government sponsored entities
$3,202

$45

($5)
$3,242
 
$3,425

$—

($132)
$3,293
Other/non-agency



 740
8

748
Total mortgage-backed
securities, at cost
3,202
45
(5)3,242
 4,165
8
(132)4,041
Total debt securities held to maturity
$3,202

$45

($5)
$3,242
 
$4,165

$8

($132)
$4,041
Money market mutual fund investments
$47

$—

$—

$47
 
$181

$—

$—

$181
Total equity securities, at fair value
$47

$—

$—

$47
 
$181

$—

$—

$181
Federal Reserve Bank stock
$577

$—

$—

$577
 
$463

$—

$—

$463
Federal Home Loan Bank stock222


222
 364


364
Other equity securities8


8
 7


7
Total equity securities, at cost
$807

$—

$—

$807
 
$834

$—

$—

$834
(1) In 2020, Citizens sold $1.1 billion of private in-school education loans, inclusive of accrued interest, capitalized interest and fees. As part of the transaction, the Company provided financing to the purchaser for a portion of the sale price in the form of $893 million of asset-backed securities, collateralized by the assets of the purchasing entity, which were initially classified as AFS. In October, 2020 management transferred these securities to the HTM portfolio upon concluding that the Company has the ability and the intent to hold the securities through maturity. Refer to Note 10 for additional information.



Citizens Financial Group, Inc. | 104106


Accrued interest receivable on debt securities totaled $55 million and $58 million as of December 31, 2020 and December 31, 2019, respectively, and is included in other assets on the Consolidated Balance Sheets.
The following table presents the amortized cost and fair value of debt securities by contractual maturity as of December 31, 2019.2020. Expected maturities may differ from contractual maturities because issuers may have the right to call or prepay obligations with or without incurring penalties.
Distribution of Maturities
(in millions)1 Year or LessAfter 1 Year through 5 YearsAfter 5 Years through 10 YearsAfter 10 YearsTotal
Amortized cost:
U.S. Treasury and other$11 $0 $0 $0 $11 
State and political subdivisions
Mortgage-backed securities:
Federal agencies and U.S. government sponsored entities127 1,616 20,210 21,954 
Other/non-agency396 396 
Total debt securities available for sale12 127 1,616 20,609 22,364 
Mortgage-backed securities:
Federal agencies and U.S. government sponsored entities2,342 2,342 
Asset-backed securities893 893 
Total debt securities held to maturity893 2,342 3,235 
Total amortized cost of debt securities$12 $127 $2,509 $22,951 $25,599 
Fair value:
U.S. Treasury and other$11 $0 $0 $0 $11 
State and political subdivisions
Mortgage-backed securities:
Federal agencies and U.S. government sponsored entities133 1,660 20,712 22,506 
Other/non-agency422 422 
Total debt securities available for sale12 133 1,660 21,137 22,942 
Mortgage-backed securities:
Federal agencies and U.S. government sponsored entities2,464 2,464 
Asset-backed securities893 893 
Total debt securities held to maturity893 2,464 3,357 
Total fair value of debt securities$12 $133 $2,553 $23,601 $26,299 
 Distribution of Maturities
(in millions)1 Year or Less1-5 Years5-10 YearsAfter 10 YearsTotal
Amortized cost:     
U.S. Treasury and other
$71

$—

$—

$—

$71
State and political subdivisions


5
5
Mortgage-backed securities:     
Federal agencies and U.S. government sponsored entities
215
1,534
18,054
19,803
Other/non-agency


638
638
Total debt securities available for sale71
215
1,534
18,697
20,517
Mortgage-backed securities:     
Federal agencies and U.S. government sponsored entities


3,202
3,202
Other/non-agency




Total debt securities held to maturity


3,202
3,202
Total amortized cost of debt securities
$71

$215

$1,534

$21,899

$23,719
      
Fair value:     
U.S. Treasury and other
$71

$—

$—

$—

$71
State and political subdivisions


5
5
Mortgage-backed securities:     
Federal agencies and U.S. government sponsored entities
217
1,553
18,105
19,875
Other/non-agency


662
662
Total debt securities available for sale71
217
1,553
18,772
20,613
Mortgage-backed securities:     
Federal agencies and U.S. government sponsored entities


3,242
3,242
Total debt securities held to maturity


3,242
3,242
Total fair value of debt securities
$71

$217

$1,553

$22,014

$23,855


Taxable interest income from investment securities as presented on the Consolidated Statements of Operations was $519 million, $642 million $672 million and $625$672 million for the years ended December 31, 2020, 2019 2018 and 2017,2018, respectively.
The following table presents realized gains and losses on securities:
 Year Ended December 31,
(in millions)2019
 2018
 2017
Gains on sale of debt securities (1)

$41
 
$19
 
$11
Losses on sale of debt securities(16) 
 
Debt securities gains, net
$25
 
$19
 
$11
Equity securities gains
$—
 
$—
 
$1

Year Ended December 31,
(in millions)202020192018
Gains on sale of debt securities (1)
$6 $41 $19 
Losses on sale of debt securities(2)(16)
Debt securities gains, net$4 $25 $19 
(1) For the year ended December 31, 2019, $6 million of gains on sale of debt securities were recognized in mortgage banking fees in the Consolidated Statements of Operations, as they related to AFS securities held as economic hedges of the value of the MSR portfolio recognized using the amortization method.    

Citizens Financial Group, Inc. | 105107


The following table presents the amortized cost and fair value of debt securities pledged:
December 31, 2020December 31, 2019
(in millions)Amortized CostFair ValueAmortized CostFair Value
Pledged against repurchase agreements$224 $231 $265 $266 
Pledged against FHLB borrowed funds394 423 638 662 
Pledged against derivatives, to qualify for fiduciary powers, and to secure public and other deposits as required by law3,818 3,937 3,670 3,672 
 December 31, 2019 December 31, 2018
(in millions)Amortized CostFair Value Amortized CostFair Value
Pledged against repurchase agreements
$265

$266
 
$344

$338
Pledged against FHLB borrowed funds638
662
 745
752
Pledged against derivatives, to qualify for fiduciary powers, and to secure public and other deposits as required by law3,670
3,672
 3,592
3,460


Citizens regularly enters into security repurchase agreements with unrelated counterparties, which involve the transfer of a security from one party to another, and a subsequent transfer of substantially the same security back to the original party. The Company’s repurchase agreements are typically short-term in nature and are accounted for as secured borrowed funds on the Company’s Consolidated Balance Sheets. Citizens recognized no offsetting of short-term receivables or payables as of December 31, 20192020 or 2018.2019. Citizens offsets certain derivative assets and derivative liabilities on the Consolidated Balance Sheets. For further information see Note 13.
Securitizations of mortgage loans retained in the investment portfolio for the years ended December 31, 2020, 2019 and 2018, and 2017, were $144 million, $150 million $142 million and $134$142 million, respectively. These securitizations include a substantive guarantee by a third party. In 2020, 2019 2018 and 20172018 the guarantors were FNMA, FHLMC, and GNMA. The debt securities received from the guarantors are classified as AFS.
Impairment
Upon purchase of HTM investment securities and at each subsequent measurement date, Citizens is required to evaluate the securities for risk of loss over their life and, if necessary, establish an associated reserve. Recognition of a reserve for expected credit losses is not required if the amount the Company expects to realize is zero (commonly referred to as “zero expected credit losses”). The Company evaluated its existing HTM portfolio as of December 31, 2020 and concluded that the majority (72%) of the securities met the zero expected credit loss criteria, and therefore no ACL was recognized as of the balance sheet date. Lifetime expected credit losses for the remaining (28%) HTM portfolio were modeled using various approaches and determined to be $0 at December 31, 2020. The Company monitors the credit exposure through the use of credit quality indicators. For these securities, the Company uses external credit ratings or an internally derived credit rating when an external rating is not available. All securities were determined to be investment grade at December 31, 2020.

Citizens reviews its AFS debt securities for other-than-temporary impairment at the individual security level on a quarterly basis, or more frequently if a potential loss triggering event occurs. The initial indicator of other-than-temporary impairment for both debt and equity securities classified as AFS is a decline in fair value below its recorded investment amount, as well as the severity and duration of the decline.amortized cost basis. For aany security that has declined in fair value below the amortized cost basis, the Company recognizes other-than-temporaryan impairment loss in current period earnings if management has the intent to sell the security or if it is more likely than not the Companyit will be required to sell the security before recovery of its amortized cost basis, or the Company does not expect to recover the entire cost basis of the security.basis.
Estimating the recovery of the amortized cost basis of a debt security is based upon an assessment of the cash flows expected to be collected. If the present value of cash flows expected to be collected, discounted at the security’s original effective yield, exceeds the amortized cost, no credit impairment has occurred. If this amount is less than the amortized cost other-than-temporarybasis, impairment equal to the shortfall in cash flows has occurred. Citizens evaluates whether any portion of the impairment is consideredattributable to have occurred. In addition to these cash flow projections, severalcredit-related factors or various other characteristics of each debt security are reviewed when determining whether a credit loss exists and the period over which the debt security is expected to recover. These characteristics include: (i) the type of investment, (ii) various market factors affecting the fair value of the security (e.g., interest rates, spread levels, liquidity in the sector, etc.), (iii) the length and severity of impairment, and (iv) the public credit rating of the instrument.security. If credit-related factors exist, credit-related impairment has occurred regardless of the Company’s intent to hold the security until it recovers.
Citizens estimates theThe credit-related portion of loss attributable to credit using a collateral loss model and integrated cash flow engine. The model calculates prepayment, default and loss severity assumptions using collateral performance data. These assumptions are used to produce cash flows that generate loss projections. These loss projections are reviewed on a quarterly basis by a cross-functional governance committee to determine whether security impairments are other-than-temporary.
If the Company intends to sell an impaired security, or if it is more likely than not Citizens will be required to sell the security before recovery, the impairment loss recognized in current period earnings equals the difference between the amortized cost basis and the fair value of the security. If the Company does not intend to sell the impaired security, and it is not likely that the Company will be required to sell the impaired security, the other-than-temporary impairment write-down is separated into an amount representing the credit loss, which is recognized in current period earnings andas provision expense through the amountestablishment of an allowance for AFS securities, to the extent the allowance does not reduce the value of the AFS security below its current fair value. The remaining non-credit related to all other factors, whichportion of impairment is recognized in OCI.



Improvement in credit losses in subsequent periods results in a reversal of the allowance for AFS securities and a corresponding decrease to provision expense, to the extent the allowance does not become negative. Accrued interest receivable on AFS debt securities is excluded from the balances used to calculate the allowance for AFS securities. All accrued and uncollected interest is immediately reversed against interest income when it is deemed uncollectible. The Company has evaluated any AFS securities in an unrealized loss position at December 31, 2020 and concluded that all unrealized losses are due to non-credit related factors. As such, the Company does not have an allowance for AFS securities as of December 31, 2020.
Citizens Financial Group, Inc. | 106108


The following table presents the net securities impairment losses recognized in earnings:
 Year Ended December 31,
(in millions)2019
 2018
 2017
Other-than-temporary impairment:     
Total other-than-temporary impairment losses
($2) 
($7) 
($7)
      Portions of loss recognized in other comprehensive income (before taxes)
 4
 
Net securities impairment losses recognized in earnings on debt securities
($2) 
($3) 
($7)

The following tables presentAFS mortgage-backed debt securities with fair values below their respective carrying values, separated by the duration the securities have been in a continuous unrealized loss position:
December 31, 2020
Less than 12 Months12 Months or LongerTotal
(dollars in millions)Fair ValueGross Unrealized LossesFair ValueGross Unrealized LossesFair ValueGross Unrealized Losses
Federal agencies and U.S. government sponsored entities$1,991 ($19)$0 $0 $1,991 ($19)
 December 31, 2019
 Less than 12 Months 12 Months or Longer Total
(dollars in millions)Number of IssuesFair ValueGross Unrealized Losses Number of IssuesFair ValueGross Unrealized Losses Number of IssuesFair ValueGross Unrealized Losses
Federal agencies and U.S. government sponsored entities106

$5,135

($24) 120

$3,748

($52) 226

$8,883

($76)
Other/non-agency


 


 


Total106

$5,135

($24) 120

$3,748

($52) 226

$8,883

($76)
The following table present AFS and HTM mortgage-backed debt securities with fair values below their respective carrying values, separated by the duration the securities have been in a continuous unrealized loss position:

December 31, 2019
Less than 12 Months12 Months or LongerTotal
(dollars in millions)Fair ValueGross Unrealized LossesFair ValueGross Unrealized LossesFair ValueGross Unrealized Losses
Federal agencies and U.S. government sponsored entities$5,135 ($24)$3,748 ($52)$8,883 ($76)
 December 31, 2018
 Less than 12 Months 12 Months or Longer Total
(dollars in millions)Number of IssuesFair ValueGross Unrealized Losses Number of IssuesFair ValueGross Unrealized Losses Number of IssuesFair ValueGross Unrealized Losses
Federal agencies and U.S. government sponsored entities166

$4,881

($89) 429

$15,124

($648) 595

$20,005

($737)
Other/non-agency10
139
(1) 11
72
(6) 21
211
(7)
Total176

$5,020

($90) 440

$15,196

($654) 616

$20,216

($744)

NOTE 4 - LOANS AND LEASES
Loans held for investment are reported at the amount of their outstanding principal, net of charge-offs, unearned income, deferred loan origination fees and costs, and unamortized premiums or discounts on purchased loans. Deferred loan origination fees and costs and purchase premiums and discounts are amortized as an adjustment of yield over the life of the loan, using the effective interest method. Unamortized amounts remaining upon prepayment or sale are recorded as interest income or gain (loss) on sale, respectively. Credit card receivables include billed and uncollected interest and fees.
Interest income on loans is determined using the effective interest method. This method calculates periodic interest income at a constant effective yield on the net investment in the loan, to provide a constant rate of return over the term. Loans accounted for using the fair value option are measured at fair value with corresponding changes recognized in noninterest income.
Loan commitment fees for loans that are likely to be drawn down, and other credit related fees, are deferred (together with any incremental costs) and recognized as an adjustment to the effective interest rate over the loan term. When it is unlikely that a loan will be drawn down, the loan commitment fees are recognized over the commitment period on a straight-line basis.
Loans and leases are disclosed in portfolio segments and classes. The Company’s loan and lease portfolio segments are commercial and retail. The classes of loans and leases are: commercial and industrial, commercial real estate, leases, residential mortgages, home equity, loans, home equity lines of credit, home equity loans serviced by others, home equity lines of credit serviced by others, automobile, education credit cards and other retail.

Citizens Financial Group, Inc. | 107109



The following table presents the composition of loans and leases:leases, excluding LHFS:
December 31,
(in millions)20202019
Commercial and industrial(1)
$44,173 $41,479 
Commercial real estate14,652 13,522 
Leases1,968 2,537 
Total commercial60,793 57,538 
Residential mortgages19,539 19,083 
Home equity12,149 13,154 
Automobile12,153 12,120 
Education12,308 10,347 
Other retail6,148 6,846 
Total retail62,297 61,550 
Total loans and leases$123,090 $119,088 
 December 31,
(in millions)2019
 2018
Commercial(1)

$41,479
 
$40,857
Commercial real estate13,522
 13,023
Leases2,537
 2,903
Total commercial loans and leases57,538
 56,783
Residential mortgages(2)
19,083
 18,978
Home equity loans812
 1,073
Home equity lines of credit11,979
 12,710
Home equity loans serviced by others289
 399
Home equity lines of credit serviced by others74
 104
Automobile12,120
 12,106
Education10,347
 8,900
Credit cards2,198
 1,991
Other retail4,648
 3,616
Total retail loans61,550
 59,877
Total loans and leases (3)

$119,088
 
$116,660

(1)
The December 31, 2020 commercial and industrial balance includes $4.2 billion of PPP loans fully guaranteed by the SBA. 
(1) SBAAccrued interest receivable on loans the Company servicesand leases held for others of $33investment totaled $449 million are not included above. These loans represent the government guaranteed portion of SBA loans sold to outside investorsand $495 million as of December 31, 2019. There were 0 SBA loans serviced for others as of December 31, 2018.
(2) Mortgage loans2020 and 2019, respectively, and is included in other assets in the Company services for others of $77.5 billion and $69.6 billion at December 31, 2019 and 2018, respectively, are not included above.
(3) LHFS totaling $3.3 billion and $1.3 billion at December 31, 2019 and 2018, respectively, are not included above.Consolidated Balance Sheets.
The following table presents the composition of LHFS.LHFS:
 December 31, 2019 December 31, 2018
(in millions)Residential MortgagesCommercialTotal Residential MortgagesCommercialTotal
Loans held for sale at fair value(1)

$1,778

$168

$1,946
 
$967

$252

$1,219
Other loans held for sale(2)
1,101
283
1,384
 
101
101
December 31, 2020December 31, 2019
(in millions)
Residential Mortgages(1)
Commercial(2)
Total
Residential Mortgages(1)
Commercial(2)
Total
Loans held for sale at fair value$3,416 $148 $3,564 $1,778 $168 $1,946 
Other loans held for sale439 439 1,101 283 1,384 
(1) Residential mortgage LHFS at fair value are originated for sale.
(2) Commercial LHFS at fair value consist of loans managed by the Company’s commercial secondary loan desk.
(2) Residential mortgages other LHFS of $1.1 billion as of December 31, 2019 comprised of two loan portfolio pools of $524 million and $575 million representing loan sales expected to settle in first quarter 2020. Commercial other Other commercial LHFS generally consist of commercial loans associated with the Company’s syndication business.
Loans pledged as collateral for FHLB borrowed funds, primarily residential mortgages and home equity loans, totaled $25.5 billion and $25.3 billion at December 31, 2020 and 2019, respectively. Loans pledged as collateral to support the contingent ability to borrow at the FRB discount window, if necessary, were primarily comprised of education, auto, commercial and industrial, and commercial real estate loans, and totaled $40.0 billion and $17.4 billion at December 31, 2020 and 2019, respectively.    
During the year ended December 31, 2020, the Company purchased$2.4 billion of education loans and $870 million of other retail loans. During the year ended December 31, 2019, the Company purchased $1.1$1.1 billion of education loans and $530 million of other retail loans.
During the year ended December 31, 2018,2020, the Company purchased $457sold $500 million of commercial loans, $1.0 billion of education loans and $1.5 billion of residential mortgage loans.
During the year ended December 31, 2019, the Company sold $454 million of commercial loans and $628 million of retail loans, including $22 million of TDR sales. During the year ended December 31, 2018, the Company sold $553 million of commercial loans.
Loans pledged as collateral for FHLB borrowed funds, primarily residential mortgages and home equity loans, totaled $25.3 billion and $25.6 billion at December 31, 2019 and 2018, respectively. Loans pledged as collateral to support the contingent ability to borrow at the FRB discount window, if necessary, were primarily comprised of auto, commercial and commercial real estate loans, and totaled $17.4 billion and $16.8 billion at December 31, 2019 and 2018, respectively.
Citizens is engaged in the leasing of equipment for commercial use, primarily focused on middle market and mid-corporate clients for large capital equipment acquisitions including corporate aircraft, railcars and railcars,trucks and trailers, among other equipment. The Company determines if an arrangement is a lease and the related lease classification at inception. Lease terms predominantly range from three years to seventen years and may include options to terminate the lease early or purchase the leased property prior to the end of the lease term. The Company does not have lease agreements which contain both lease and nonleasenon-lease components.
A lessee is evaluated from a credit perspective using the same underwriting standards and procedures as for a loan borrower. A lessee is expected to make rental payments based on its cash flows and the viability of its

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operations. Leases are usually not evaluated as collateral-based transactions, and therefore the lessee’s overall financial strength is the most important credit evaluation factor.
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The components of the net investment in direct financefinancing and sales-type leases, before ALLL, are presented below:
(in millions)December 31, 2019
Total future minimum lease rentals
$1,739
Estimated residual value of leased equipment (non-guaranteed)1,013
Initial direct costs10
Unearned income(225)
Total leases
$2,537

(in millions)December 31, 2020December 31, 2019
Total future minimum lease rentals$1,381 $1,739 
Estimated residual value of leased equipment (non-guaranteed)746 1,013 
Initial direct costs10 
Unearned income(166)(225)
Total leases$1,968 $2,537 
Interest income on direct financing and sales-type leases for the yearyears ended December 31, 2020 and 2019 was $64 million and $77 million, respectively, and is reported within interest and fees on loans and leases in the Consolidated Statements of Operations.
A maturity analysis of direct financing and sales-type lease receivables at December 31, 20192020 is presented below:
(in millions) 
2020
$496
2021385
2022288
2023220
2024145
Thereafter205
Total undiscounted future minimum lease rentals
$1,739

(in millions)
2021$334 
2022308 
2023246 
2024170 
2025112 
Thereafter211 
Total undiscounted future minimum lease rentals$1,381 

NOTE 5 - ALLOWANCE FOR CREDIT LOSSES, NONPERFORMING ASSETS, AND CONCENTRATIONS OF CREDIT RISK
Allowance for Credit Losses
Management’s estimate of probableexpected credit losses in the Company’s loan and lease portfolios is recorded in the ALLL and the reserve for unfunded lending commitments collectively(collectively the ACL. On a quarterly basis, Citizens evaluatesACL). Through December 31, 2019 the adequacyACL reserve was management’s best estimate of incurred probable losses in the ALLL by performingCompany’s loan and lease portfolios based on reviews of certain individual loans and leases, analyzing changes in the composition, size and delinquency of the portfolio, reviewing previous loss experience and considering current and anticipated economic factors. The ALLL is established in accordance with the Company’s credit reserve policies, as approved by the Audit Committee of the Board of Directors. The Chief Financial Officer and Chief Risk Officer review the adequacy of the ALLL each quarter, together with risk management. In addition, various regulatory agencies, as an integral part of their examination process, periodically review the Company’s allowance for credit losses. The ALLL is maintained at a level that management considers reflective of probable losses, and is established through charges to earnings in the form of a provision for credit losses. The Company’s methodology for determining the qualitative component includesthrough December 31, 2019 included a statistical analysis of prior charge-off rates and a qualitativean assessment of factors affecting the determination of incurred losses in the loan and lease portfolio. Such factors includeincluded trends in economic conditions, loan growth, back testing results, credit underwriting policy exceptions, regulatory and audit findings, and peer comparisons. Amounts determinedUpon adoption of CECL effective January 1, 2020, the Company’s ACL reserve methodology changed to estimate expected credit losses over the contractual life of loans and leases.
The ACL is maintained at a level the Company believes to be uncollectible are deducted fromappropriate to absorb expected lifetime credit losses over the ALLL and subsequent recoveries, if any, are added tocontractual life of the ALLL. While management uses available information to estimate loan and lease losses, future additions toportfolios and on the ALLL may be necessary based on changes in economic conditions. There were no material changes in assumptions or estimation techniques compared with prior years that impacted theunfunded lending commitments. The determination of the current year’s ALLLACL is based on periodic evaluation of the loan and the reserve forlease portfolios and unfunded lending commitments.commitments that are not unconditionally cancellable considering a number of relevant underlying factors, including key assumptions and evaluation of quantitative and qualitative information.
Key assumptions used in the ACL measurement process include the use of a two-year reasonable and supportable economic forecast period followed by a one-year reversion period to historical credit loss information.
The evaluation of quantitative and qualitative information is performed through assessments of groups of assets that share similar risk characteristics and certain individual loans and leases that do not share similar risk characteristics with the collective group. Loans are grouped generally by product type (e.g., commercial and industrial, commercial real estate, residential mortgage, etc.), and significant loan portfolios are assessed for credit losses using econometric models.
The quantitative evaluation of the adequacy of the commercial, commercial real estate,ACL utilizes a single economic forecast as its foundation, and leases ALLL and reserve for unfunded lending commitments is primarily based on risk ratingeconometric models that assess probabilityuse known or estimated data as of default, loss given default and exposure at default on an individual loan basis. The models are primarily driven by individual customer financial characteristics and are validated against historical experience. Additionally, qualitative factors are included in the risk rating models. After the aggregation of individual borrower incurred loss, additional overlays can be made based on back-testing against historical losses.

balance
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For non-impairedsheet date and forecasted data over the reasonable and supportable period. Known and estimated data include current PD, LGD and EAD (for commercial), timing and amount of expected draws (for unfunded lending commitments), FICO, LTV, term and time on books (for retail loans), mix and level of loan balances, delinquency levels, assigned risk ratings, previous loss experience, current business conditions, amounts and timing of expected future cash flows, and factors particular to a specific commercial credit such as competition, business and management performance. Forward-looking economic assumptions include real gross domestic product, unemployment rate, interest rate curve, and changes in collateral values. This data is aggregated to estimate expected credit losses over the contractual life of the loans and leases, adjusted for expected prepayments. In highly volatile economic environments historical information, such as commercial customer financial statements or consumer credit ratings, may not be as important to estimating future expected losses as forecasted inputs to the ALLL is based upon an incurred loss model utilizing the probabilitymodels.
The ACL may also be affected materially by a variety of default, loss given default and exposure at default on an individual loan basis. When developing thesequalitative factors that the Company considers to reflect current judgment of various events and risks that are not measured in the statistical procedures including uncertainty related to the economic forecasts used in the modeled credit loss estimates, loan growth, back testing results, credit underwriting policy exceptions, regulatory and audit findings, and peer comparisons. The qualitative allowance is further informed for certain industry sectors or loan classes by alternative scenarios to support the period-end ACL balance.
The measurement process results in specific or pooled allowances for loans, leases and unfunded lending commitments, and qualitative allowances that are judgmentally determined and applied across the portfolio.
There are certain loan portfolios that may considernot need an econometric model to enable the loan product and collateral type, delinquency status, LTV ratio, lien position, borrower’s credit, ageCompany to calculate management’s best estimate of the loan, geographic locationexpected credit losses. Less data intensive, non-modeled approaches to estimating losses are considered more efficient and incurred loss period. Certain retailpractical for portfolios including education, unsecured personal loans, SBO home equity loansthat have lower levels of outstanding balances (e.g., runoff or closed portfolios, new products or products that are not significant to the Company’s overall credit risk exposure).
Loans and leases that do not share similar risk characteristics are individually assessed for expected credit losses. Nonaccruing commercial credit card receivables utilize roll rate or vintage models to estimate the ALLL.
For nonaccruing commercialand industrial, and commercial real estate loans with an outstanding balance of $3$5 million or greater and for all commercial and industrial, and commercial real estate TDRs (regardless of size), are assessed on an individual loan level basis. Generally, the Company conducts further analysis to determinemeasurement of ACL on individual loans and leases is the probable amount of loss and establishes a specific allowance for the loan, if appropriate. Citizens estimates the impairment amount by comparing the loan’s carrying amount to the estimated present value of its future cash flows or the fair value of its underlying collateral, if the loan or lease is collateral dependent. Loans that are deemed to be collateral dependent are written down to the loan’s observable market price. For collateral-dependent impaired commercial and commercial real estate loans, the excessfair value, less costs to sell, if sale of the Company’s recorded investmentcollateral is expected as of the evaluation date and are reassessed each subsequent period to determine if a change to the ACL is required. Subsequent evaluations may result in an increase or decrease to the loan overACL, based on a corresponding change in the fair value of the collateral less cost to sell, is charged offduring the period. Any subsequent decrease to the ALLL.
ACL (because of an increase to the collateral-dependent loan’s fair value) is limited to the total amount previously written off for that loan. For retail TDRs that are not collateral-dependent, allowances arecollateral dependent, the ACL is developed using the present value of expected future cash flows compared to the recorded investmentamortized cost basis in the loans. Expected re-default factors are considered in this analysis. Retail TDRs that are deemed collateral-dependentcollateral dependent are written down to fair market value less cost to sell. The
Expected recoveries are considered in management’s estimate of the ACL and may result in a negative adjustment (i.e., reduction) to the ACL balance. A loan is collateral dependent if repayment is expected to be provided substantially through the operation or sale of the collateral when the borrower is experiencing financial difficulty as of the evaluation date. Generally, repayment would be expected to be provided substantially by the sale or continued operation of the underlying collateral if cash flows to repay the loan from all other available sources (including guarantors) are expected to be no more than nominal. If repayment is dependent only on the operation of the collateral, the fair value of the collateral would not be adjusted for estimated costs to sell. If a loan is considered collateral dependent, the ACL is calculated as the difference between the fair value of collateral (adjusted for the costs to sell if the sale of the collateral is periodically monitoredexpected) and the amortized cost basis as of the evaluation date. It is possible to have a negative ACL for a collateral dependent loan if the fair value of the collateral increases in a subsequent reporting period. The negative ACL cannot exceed the total amount previously charged off.
Accrued interest receivable on loans and leases is excluded from asset balances used to calculate the modification.ACL. All accrued and uncollected interest is immediately reversed against interest income when a loan or lease is placed on nonaccrual status. Uncollectible interest is written off timely in accordance with regulatory guidelines. Generally, loans and leases are placed on nonaccrual status when contractually past due 90 days or more, or earlier if management believes that the probability of collection is insufficient to warrant further accrual.
In addition
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Residential mortgages are placed on nonaccrual status when contractually past due 120 days or more, or sooner if deemed collateral dependent, unless guaranteed by the Federal Housing Administration. Residential mortgages that received extended forbearance and were subsequently modified as a result of COVID-19 will be placed on nonaccrual sooner than those that were not on extended forbearance, and will return to accrual status only following a sustained period of repayment performance. Loans in COVID-19 pandemic-related forbearance programs continue to accrue interest during the ALLL,forbearance period; a reserve is established for interest income expected to be uncollectible following forbearance. Accrued interest reversed against interest income for the year ended December 31, 2020 was $8 million and $19 million for commercial and retail, respectively.
The Company also estimates probableexpected credit losses associated with off-balance sheet financial instruments such as standby letters of credit, financial guarantees and binding unfunded loan commitments.commitments that are not unconditionally cancellable. Off-balance sheet financial instruments are subject to individual reviews and are analyzed and segregated by risk according to the Company’s internal risk rating scale. These risk classifications, in conjunction with historical loss experience, current and future economic conditions, timing and amount of expected draws, and performance trends within specific portfolio segments, result in the estimate of the reserve for unfunded lending commitments. The Company does not recognize a reserve for future draws from credit lines that are unconditionally cancellable (e.g., credit cards).
The ALLL and the reserve for unfunded lending commitments are reported on the Consolidated Balance Sheets in the allowance for loan and lease losses and in other liabilities, respectively. Provision for credit losses related to the loansloan and leases portfoliolease portfolios and the unfunded lending commitments are reported in the Consolidated Statements of Operations as provision for credit losses.
Loan Charge-Offs
Commercial loans are charged off when it is highly certainavailable information indicates that a loss has been realized,loan or portion thereof is determined to be uncollectible, including situations where a loan is determined to be both impaired and collateral-dependent. The determination of whether to recognize a charge-off involves many factors, including the prioritization of the Company’s claim in bankruptcy, expectations of the workout/restructuring of the loan and valuation of the borrower’s equity or the loan collateral. A loan is considered to be collateral-dependent when repayment of the loan is expected to be provided solely by the underlying collateral, rather than by cash flows from the borrower’s operations, income or other resources.
Retail loans are generally fully charged-off or written down to the net realizable value of the underlying collateral, with an offset to the ALLL, upon reaching specified stages of delinquency in accordance with standards established by the FFIEC. Residential real estate loans, credit card loans and unsecured open end loans are generally charged off in the month in which the account becomes 180 days past due. Auto loans, education loans and unsecured closed end loans are generally charged off in the month in which the account becomes 120 days past due. Certain retail loans will be charged off or charged down to their net realizable value earlier than the FFIEC charge-off standards in the following circumstances:
Loans modified in a TDR that are determined to be collateral-dependent.

Residential real estate loans that received extended forbearance and were subsequently modified as a result of COVID-19
Loans to borrowers who have experienced an event (e.g., bankruptcy) that suggests a loss is either known or highly certain.
Residential real estate and auto loans are charged down to the net realizable value within 60 days of receiving notification of the bankruptcy filing, or when the loan becomes 60 days past due if repayment is likely to occur.
Credit card loans are fully charged off within 60 days of receiving notification of the bankruptcy filing or other event.
Education loans are generally charged off when the loan becomes 60 days past due after receiving notification of a bankruptcy.


Residential real estate and auto loans are charged down to the net realizable value within 60 days of receiving notification of the bankruptcy filing, or when the loan becomes 60 days past due if repayment is likely to occur.
Credit card loans are fully charged off within 60 days of receiving notification of the bankruptcy filing or other event.
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Education loans are generally charged off when the loan becomes 60 days past due after receiving notification of a bankruptcy.
Auto loans are written down to net realizable value upon repossession of the collateral.

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The following table present a summary of changes in the ACL for the year ended December 31, 2020:
Year Ended December 31, 2020
(in millions)CommercialRetailTotal
Allowance for loan and lease losses, beginning of period$674 $578 $1,252 
Cumulative effect of change in accounting principle(176)629 453 
Allowance for loan and lease losses, beginning of period, adjusted498 1,207 1,705 
Charge-offs(437)(406)(843)
Recoveries12 138 150 
Net charge-offs(425)(268)(693)
Provision charged to income1,160 271 1,431 
Allowance for loan and lease losses, end of period1,233 1,210 2,443 
Reserve for unfunded lending commitments, beginning of period44 44 
Cumulative effect of change in accounting principle(3)(2)
Reserve for unfunded lending commitments, beginning of period, adjusted41 42 
Provision for unfunded lending commitments145 40 185 
Reserve for unfunded lending commitments, end of period186 41 227 
Total allowance for credit losses, end of period$1,419 $1,251 $2,670 
The following table provides additional detail on the cumulative effect of change in accounting principle on the ACL and related coverage ratios:
December 31, 2019January 1, 2020December 31, 2020
(in millions)Amortized Cost BasisACL BalanceCoverageImpact of Adoption of CECLACL BalanceCoverageAmortized Cost BasisACL BalanceCoverage
Commercial and industrial(1)
$41,479 $575 1.4 %($199)$376 0.9 %$44,173 $895 2.0 %
Commercial real estate13,522 124 0.9 (57)67 0.5 14,652 472 3.2 
Leases2,537 19 0.7 77 96 3.8 1,968 52 2.6 
Total commercial57,538 718 1.2 (179)539 0.9 60,793 1,419 2.3 
Residential19,083 35 0.2 95 130 0.7 19,539 141 0.7 
Home equity13,154 83 0.6 73 156 1.2 12,149 150 1.2 
Automobile12,120 123 1.0 83 206 1.7 12,153 200 1.6 
Education10,347 116 1.1 298 414 4.0 12,308 386 3.1 
Other retail6,846 221 3.2 81 302 4.4 6,148 374 6.1 
Total retail61,550 578 0.9 630 1,208 2.0 62,297 1,251 2.0 
Total loans and leases$119,088 $1,296 1.1 %$451 $1,747 1.5 %$123,090 $2,670 2.2 %
(1) The commercial coverage ratio includes a 21 basis point reduction associated with PPP loans as of December 31, 2020.

The difference in ACL as of December 31, 2020 as compared to December 31, 2019 continues to be driven by the COVID-19 pandemic, associated lockdowns and the resulting economic impacts from March to December 31, 2020, as well as the Company’s adoption of CECL on January 1, 2020. Citizens added $451 million in ACL upon adoption of CECL, and has since added an additional $923 million in the year ended December 31, 2020, resulting in an ending ACL balance of $2.7 billion.    
The increase in commercial net charge-offs in the year ended December 31, 2020 compared to the year ended December 31, 2019 was driven by charge-offs in the retail real estate, metals and mining, energy and related, and casual dining industry sectors. Retail net charge-offs in the year ended December 31, 2020 reflected the benefit of forbearance and stimulus activity stemming from the COVID-19 pandemic and associated lockdowns.
To determine the ACL as of December 31, 2020, we utilized an economic scenario that generally reflects real GDP growth of approximately 4% over 2021, returning to fourth quarter 2019 real GDP levels by the last quarter of 2021. The scenario also projects the unemployment rate to be in the range of approximately 7% to 7.5% throughout 2021. While the macroeconomic forecast was slightly improved relative to the third quarter 2020 forecast, we continued to apply management judgment to adjust the modeled reserves in the commercial industry sectors most impacted by the COVID-19 pandemic and associated lockdowns, including retail and hospitality, casual dining, retail trade, price-sensitive energy and related, and educational services, as well as in certain retail products.
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The following tables present a summary of changes in the ACL:
 Year Ended December 31, 2019
(in millions)Commercial
Retail
Total
Allowance for loan and lease losses, beginning of period
$690

$552

$1,242
Charge-offs(140)(475)(615)
Recoveries24
161
185
Net charge-offs(116)(314)(430)
Provision charged to income100
340
440
Allowance for loan and lease losses, end of period674
578
1,252
Reserve for unfunded lending commitments, beginning of period91

91
Provision for unfunded lending commitments(47)
(47)
Reserve for unfunded lending commitments, end of period44

44
Total allowance for credit losses, end of period
$718

$578

$1,296

 Year Ended December 31, 2018
(in millions)Commercial
Retail
Total
Allowance for loan and lease losses, beginning of period
$685

$551

$1,236
Charge-offs(52)(442)(494)
Recoveries19
158
177
Net charge-offs(33)(284)(317)
Provision charged to income38
285
323
Allowance for loan and lease losses, end of period690
552
1,242
Reserve for unfunded lending commitments, beginning of period88

88
Provision for unfunded lending commitments3

3
Reserve for unfunded lending commitments, end of period91

91
Total allowance for credit losses, end of period
$781

$552

$1,333

 Year Ended December 31, 2017
(in millions)Commercial
Retail
Total
Allowance for loan and lease losses, beginning of period
$663

$573

$1,236
Charge-offs(75)(437)(512)
Recoveries40
167
207
Net charge-offs(35)(270)(305)
Provision charged to income(1)
57
248
305
Allowance for loan and lease losses, end of period685
551
1,236
Reserve for unfunded lending commitments, beginning of period72

72
Provision for unfunded lending commitments16

16
Reserve for unfunded lending commitments, end of period88

88
Total allowance for credit losses, end of period
$773

$551

$1,324

(1) Includes an increase of approximately $50 million to commercial and corresponding decrease to retailACL for the impactyear ended December 31, 2019 and 2018:
Year Ended December 31, 2019
(in millions)CommercialRetailTotal
Allowance for loan and lease losses, beginning of period$690 $552 $1,242 
Charge-offs(140)(475)(615)
Recoveries24 161 185 
Net charge-offs(116)(314)(430)
Provision charged to income100 340 440 
Allowance for loan and lease losses, end of period674 578 1,252 
Reserve for unfunded lending commitments, beginning of period91 91 
Provision for unfunded lending commitments(47)(47)
Reserve for unfunded lending commitments, end of period44 44 
Total allowance for credit losses, end of period$718 $578 $1,296 
Year Ended December 31, 2018
(in millions)CommercialRetailTotal
Allowance for loan and lease losses, beginning of period$685 $551 $1,236 
Charge-offs(52)(442)(494)
Recoveries19 158 177 
Net charge-offs(33)(284)(317)
Provision charged to income(1)
38 285 323 
Allowance for loan and lease losses, end of period690 552 1,242 
Reserve for unfunded lending commitments, beginning of period88 88 
Provision for unfunded lending commitments
Reserve for unfunded lending commitments, end of period91 91 
Total allowance for credit losses, end of period$781 $552 $1,333 
Credit Quality Indicators
Loan and lease portfolio segments and classes, excluding LHFS, are presented by credit quality indicator and vintage year. Citizens defines the vintage date for the purpose of this disclosure as the date of the enhancementmost recent credit decision. In general, renewals are categorized as new credit decisions and reflect the renewal date as the vintage date. Loans modified in a TDR are considered to the assessment of qualitative risks, factors and events that may not be measured in the modeled results.


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The following table presents the recorded investment in loans and leases based on the Company’s evaluation methodology:
 December 31, 2019 December 31, 2018
(in millions)Commercial
Retail
Total
 Commercial
Retail
Total
Individually evaluated
$399

$667

$1,066
 
$391

$723

$1,114
Formula-based evaluation57,139
60,883
118,022
 56,392
59,154
115,546
Total loans and leases
$57,538

$61,550

$119,088
 
$56,783

$59,877

$116,660

The following table presents a summarycontinuation of the ACL by evaluation methodology:
 December 31, 2019 December 31, 2018
(in millions)Commercial
Retail
Total
 Commercial
Retail
Total
Individually evaluated
$85

$25

$110
 
$38

$26

$64
Formula-based evaluation633
553
1,186
 743
526
1,269
Allowance for credit losses
$718

$578

$1,296
 
$781

$552

$1,333

original loan and vintage date corresponds with the initial loan origination date.
For commercial, loans and leases, Citizens utilizes regulatory classification ratings to monitor credit quality. Regulatory classification ratings are assigned at loan origination and are periodically re-evaluated by Citizens utilizing a risk-based approach, or at any time management becomes aware of information affecting the borrowers' ability to fulfill their obligations. Both quantitative and qualitative factors are considered in this review process. Loans with a “pass” rating are those that the Company believes will be fully repaid in accordance with the contractual loan terms. Commercial loans and leases that are “criticized” are those that have some weakness or potential weakness that indicate an increased probability of future loss. “Criticized” loans are grouped into three categories, “special mention,” “substandard” and “doubtful.” Special mention loans have potential weaknesses that, if left uncorrected, may result in deterioration of the Company’s credit position at some future date. Substandard loans are inadequately protected loans; these loans have well-defined weaknesses that could hinder normal repayment or collection of the debt. Doubtful loans have the same weaknesses as substandard, with the added characteristics that the possibility of loss is high and collection of the full amount of the loan is improbable. Additional credit quality information is discussed below for each loan class.
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For commercial and industrial loans, Citizens monitors the performance of the borrower in a disciplined and regular manner based upon the level of credit risk inherent in the loan. To evaluate the level of credit risk, management assigns an internal risk rating reflecting the borrower’s PD and LGD. This two-dimensional credit risk rating methodology provides granularity in the risk monitoring process. These ratings are generally reviewed at least annually. The combination of the PD and LGD ratings assigned to commercial and industrial loans, capturing both the combination of expectations of default and loss severity in the event of default, reflects credit quality characteristics as of the reporting date and are used as inputs into the loss forecasting process. Based upon the amount of the lending arrangement and risk rating assessment, management periodically reviews each loan, prioritizing those loans which are perceived to be of higher risk, based upon PDs and LGDs, or loans for which credit quality is weakening (e.g., payment delinquency). Citizens proactively manages loans by using various procedures that are customized to the risk of a given loan, including ongoing outreach to the borrower, assessment of the borrower’s financial conditions and appraisal of the collateral.
Credit risk associated with commercial real estate projects and commercial mortgages are managed similar to commercial and industrial loans by evaluating PD and LGD. Risks associated with commercial real estate activities tend to be correlated to the loan structure and collateral location, project progress and business environment. As a result, these attributes are also monitored and utilized in assessing credit risk. As with the commercial and industrial loan class, periodic reviews are also performed to assess market/geographic risk and business unit/industry risk, which may result in increased scrutiny on loans that are perceived to be of higher risk, had adverse changes in risk ratings and/or areas that concern management. These reviews are designed to assess risk and facilitate actions to mitigate such risks.
Citizens manages credit risk associated with financing leases similar to commercial and industrial loans by analyzing PD and LGD. Reviews are generally performed annually based upon the dollar amount of the lease and the level of credit risk, and may be more more frequent if circumstances warrant. The review process includes analysis of the following factors: equipment value/residual value, exposure levels, jurisdiction risk, industry risk, guarantor requirements, and regulatory compliance as applicable.
Commercial loans with renewal terms in the original contract are recognized as current year originations upon renewal unless the loan automatically renewed with no new credit decision. Citizens generally reserves the right to not renew the loan or lease until current underwriting has been completed and approved.
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The following table presents the amortized cost basis of commercial loans and leases, by vintage date and regulatory classification rating, as of December 31, 2020:
Term Loans by Origination YearRevolving Loans
(in millions)20202019201820172016Prior to 2016Within the Revolving PeriodConverted to TermTotal
Commercial and industrial
Pass(1)
$8,036 $5,730 $4,180 $2,174 $1,157 $1,980 $17,281 $340 $40,878 
Special Mention34 264 163 84 60 173 771 34 1,583 
Substandard91 195 248 100 81 127 600 22 1,464 
Doubtful65 10 34 38 31 63 248 
Total commercial and industrial8,226 6,199 4,625 2,396 1,301 2,311 18,715 400 44,173 
Commercial real estate
Pass1,848 2,836 2,810 1,106 566 919 3,271 13,356 
Special Mention19 130 121 92 94 48 300 804 
Substandard116 65 53 26 149 416 
Doubtful16 26 24 76 
Total commercial real estate1,999 2,994 3,004 1,203 713 995 3,744 14,652 
Leases
Pass455 246 229 139 180 673 1,922 
Special Mention18 33 
Substandard12 
Doubtful
Total leases458 252 233 147 186 692 1,968 
Total commercial
Pass(1)
10,339 8,812 7,219 3,419 1,903 3,572 20,552 340 56,156 
Special Mention56 398 286 180 156 239 1,071 34 2,420 
Substandard207 199 315 109 138 153 749 22 1,892 
Doubtful81 36 42 38 34 87 325 
Total commercial$10,683 $9,445 $7,862 $3,746 $2,200 $3,998 $22,459 $400 $60,793 
(1) Includes PPP loans designated as pass that are fully guaranteed by the SBA originating in 2020.
For retail loans, the Company primarily usesCitizens utilizes credit scores provided by FICO and the loan’s payment and delinquency status to monitor credit quality. The further aManagement believes FICO credit scores are considered the strongest indicator of credit losses over the contractual life of the loan is past due,as the greater the likelihood of future credit loss. These credit quality indicators for both commercial and retail loansscores are continually updated and monitored.
The following tables present the recorded investment in commercial loans and leases based on regulatory classification ratings:
 December 31, 2019
  Criticized 
(in millions)Pass
Special Mention
Substandard
Doubtful
Total
Commercial
$38,950

$1,351

$934

$244

$41,479
Commercial real estate13,169
318
33
2
13,522
Leases2,383
109
42
3
2,537
Total commercial loans and leases
$54,502

$1,778

$1,009

$249

$57,538

 December 31, 2018
  Criticized 
(in millions)Pass
Special Mention
Substandard
Doubtful
Total
Commercial
$38,600

$1,231

$828

$198

$40,857
Commercial real estate12,523
412
82
6
13,023
Leases2,823
39
41

2,903
Total commercial loans and leases


$53,946

$1,682

$951

$204

$56,783



current and historical national industry-wide consumer level credit performance data, and assist management in predicting the borrower’s future payment performance.
Citizens Financial Group, Inc. | 112117


The following tables presenttable presents the recorded investment in classesamortized cost basis of retail loans, categorized by delinquency status:vintage date and FICO scores that are generally refreshed quarterly, as of December 31, 2020:
Term Loans by Origination YearRevolving Loans
(in millions)20202019201820172016Prior to 2016Within the Revolving PeriodConverted to TermTotal
Residential mortgages
800+$2,687 $1,885 $638 $1,129 $1,615 $1,755 $0 $0 $9,709 
740-7992,931 1,133 398 527 743 904 6,636 
680-739784 351 162 172 295 458 2,222 
620-67997 94 44 56 66 223 580 
<62012 28 35 58 50 185 368 
No FICO available(1)
14 24 
Total residential mortgages6,512 3,493 1,278 1,947 2,770 3,539 19,539 
Home equity
800+10 216 4,319 344 4,911 
740-799180 3,234 331 3,771 
680-73910 15 179 1,632 284 2,135 
620-67910 18 21 14 136 402 195 796 
<62017 30 29 18 122 105 214 536 
Total home equity47 75 78 50 833 9,692 1,368 12,149 
Automobile
800+1,056 812 424 312 169 62 2,835 
740-7991,514 1,022 531 344 172 59 3,642 
680-7391,347 889 461 282 138 47 3,164 
620-679669 484 259 157 84 32 1,685 
<620140 242 189 137 79 34 821 
No FICO available(1)
Total automobile4,728 3,449 1,864 1,232 642 238 12,153 
Education
800+1,817 1,363 849 781 578 777 6,165 
740-7991,797 1,009 541 387 251 423 4,408 
680-739450 294 173 127 90 221 1,355 
620-67926 35 33 28 25 95 242 
<62010 10 41 76 
No FICO available(1)
60 62 
Total education4,094 2,706 1,606 1,333 952 1,617 12,308 
Other retail
800+461 380 163 77 15 44 341 1,481 
740-799620 460 184 81 19 31 638 2,035 
680-739495 302 111 48 10 13 561 1,545 
620-679248 104 37 14 174 592 
<62024 30 17 77 166 
No FICO available(1)
54 272 329 
Total other retail1,902 1,277 512 226 48 96 2,063 24 6,148 
Retail
800+6,023 4,448 2,084 2,306 2,382 2,854 4,660 344 25,101 
740-7996,864 3,630 1,661 1,345 1,190 1,597 3,872 333 20,492 
680-7393,077 1,842 917 644 541 918 2,193 289 10,421 
620-6791,040 727 391 276 192 491 576 202 3,895 
<620179 322 281 240 156 385 182 222 1,967 
No FICO available(1)
59 78 272 421 
Total retail$17,242 $10,972 $5,335 $4,816 $4,462 $6,323 $11,755 $1,392 $62,297 
 December 31, 2019
  Days Past Due 
(in millions)Current
1-2930-5960-8990 or MoreTotal
Residential mortgages
$18,818

$129

$35

$17

$84

$19,083
Home equity loans713
64
10
4
21
812
Home equity lines of credit11,383
346
72
32
146
11,979
Home equity loans serviced by others244
23
7
3
12
289
Home equity lines of credit serviced by others50
11
2
1
10
74
Automobile10,787
1,001
227
81
24
12,120
Education10,088
202
30
15
12
10,347
Credit cards2,076
74
15
11
22
2,198
Other retail4,492
87
30
20
19
4,648
Total retail loans
$58,651

$1,937

$428

$184

$350

$61,550
(1) Represents loans for which an updated FICO score was unavailable (e.g., due to recent profile changes).


Citizens Financial Group, Inc. | 118

 December 31, 2018
  Days Past Due 
(in millions)Current
1-2930-5960-8990 or MoreTotal
Residential mortgages
$18,664

$131

$37

$13

$133

$18,978
Home equity loans945
75
12
3
38
1,073
Home equity lines of credit12,042
386
65
22
195
12,710
Home equity loans serviced by others355
21
7
3
13
399
Home equity lines of credit serviced by others79
15
2
1
7
104
Automobile10,729
1,039
207
59
72
12,106
Education8,694
159
23
13
11
8,900
Credit cards1,894
53
14
10
20
1,991
Other retail3,481
76
26
18
15
3,616
Total retail loans


$56,883

$1,955

$393

$142

$504

$59,877

NonperformingNonaccrual and Past Due Assets
NonperformingNonaccrual loans and leases are those on which accrual of interest has been suspended. Loans (other than certain retail loans insured by U.S. government agencies) are placed on nonaccrual status and considered nonperforming when full payment of principal and interest is in doubt, unless the loan is both well secured and in the process of collection.
When the Company places a loan on nonaccrual status, the accrued unpaid interest receivable is reversed against interest income and amortization of any net deferred fees is suspended. Interest collections on nonaccruing loans and leases for which the ultimate collectability of principal is uncertain are generally applied to first reduce the carrying value of the asset. Otherwise, interest income may be recognized to the extent of the cash received. A loan or lease may be returned to accrual status if (i) principal and interest payments have been brought current, and the Company expects repayment of the remaining contractual principal and interest, (ii) the loan or lease has otherwise become well-secured and in the process of collection, or (iii) the borrower has been making regularly scheduled payments in full for the prior six months and the Company is reasonably assured that the loan or lease will be brought fully current within a reasonable period.
Commercial and industrial loans, commercial real estate loans, and leases are generally placed on nonaccrual status when contractually past due 90 days or more, or earlier if management believes that the probability of collection is insufficient to warrant further accrual. Some of these loans and leases may remain on accrual status when contractually past due 90 days or more if management considers the loan collectible.
Residential mortgages are generally placed on nonaccrual status when past due 120 days, or sooner if determined to be collateral-dependent, unless repayment of the loan is guaranteed by the Federal Housing

Citizens Financial Group, Inc. | 113


Administration. Credit card balances are placed on nonaccrual status when past due 90 days or more and are restored to accruing status if they subsequently become less than 90 days past due. All other retail loans are generally placed on nonaccrual status when past due 90 days or more, or earlier if management believes that the probability of collection is insufficient to warrant further accrual. Loans less than 90 days past due may be placed on nonaccrual status upon the death of the borrower, fraud or bankruptcy.
Nonaccrual and Past Due Assets
The following table presents nonperformingnonaccrual loans and leases and loans accruing and 90 days or more past due:
As of December 31, 2020As of December 31, 2019
(in millions)Nonaccrual loans and leases90+ days past due and accruingNonaccrual with no related ACLNonaccrual loans and leases
Commercial and industrial$280 $20 $56 $240 
Commercial real estate176 
Leases
Total commercial458 21 58 245 
Residential mortgages167 30 96 93 
Home equity276 207 246 
Automobile72 17 67 
Education18 18 
Other retail28 34 
Total retail561 41 322 458 
Total loans and leases$1,019 $62 $380 $703 
 
Nonperforming (1)(2)
 Accruing and 90 days or more past due
(in millions)December 31, 2019 December 31, 2018 December 31, 2019 December 31, 2018
Commercial
$240
 
$194
 
$2
 
$1
Commercial real estate2
 7
 
 
Leases3
 
 
 
Total commercial loans and leases245
 201
 2
 1
Residential mortgages93
 105
 13
 15
Home equity loans33
 50
 
 
Home equity lines of credit187
 231
 
 
Home equity loans serviced by others14
 17
 
 
Home equity lines of credit serviced by others12
 15
 
 
Automobile67
 81
 
 
Education18
 38
 2
 2
Credit card22
 20
 
 
Other retail12
 8
 8
 7
Total retail loans458
 565
 23
 24
Total
$703
 
$766
 
$25
 
$25
Interest income is generally not recognized for loans and leases that are on nonaccrual status. The Company reverses accrued interest receivable with a charge to interest income upon classifying the loan or lease as nonaccrual.
Citizens Financial Group, Inc. | 119


(1) Nonperforming balances exclude first lien residential mortgage loans that are 100% guaranteed by the Federal Housing Administration. These loans are included in the Company’s Consolidated Balance Sheets.
(2) Beginning in the fourth quarter of 2019, nonperforming balances exclude both fully and partially guaranteed residential mortgage loans sold to Ginnie Mae for which the Company has the right, but not the obligation, to repurchase. Prior periods have been adjusted to exclude partially guaranteed amounts to conform with the current period presentation. These loans are included in the Company’s Consolidated Balance Sheets.
Other nonperforming assets primarily consist of other real estate owned and are presented in other assets on the Consolidated Balance Sheets. Other real estate owned, net of valuation allowance, was $45 million and $34 million as of December 31, 2019 and 2018, respectively.
The following table presents a summaryan analysis of nonperformingthe age of both accruing and nonaccruing loan and lease key performance indicators:past due amounts:
 December 31,
 2019
 2018
Nonperforming commercial loans and leases as a percentage of total loans and leases0.21% 0.17%
Nonperforming retail loans as a percentage of total loans and leases0.38
 0.49
Total nonperforming loans and leases as a percentage of total loans and leases (1)
0.59% 0.66%
    
Nonperforming commercial assets as a percentage of total assets0.15% 0.13%
Nonperforming retail assets as a percentage of total assets0.30
 0.37
Total nonperforming assets as a percentage of total assets0.45% 0.50%

December 31, 2020December 31, 2019
Days Past DueDays Past Due
(in millions)Current-2930-5960-89 90 or More TotalCurrent-2930-5960-89 90 or More Total
Commercial and industrial$43,817 $223 $16 $117 $44,173 $41,340 $45 $27 $67 $41,479 
Commercial real estate14,531 85 35 14,652 13,520 13,522 
Leases1,956 1,968 2,498 37 2,537 
Total commercial60,304 233 101 155 60,793 57,358 83 28 69 57,538 
Residential mortgages19,291 59 21 168 19,539 18,947 35 17 84 19,083 
Home equity11,848 61 28 212 12,149 12,834 91 40 189 13,154 
Automobile11,901 170 65 17 12,153 11,788 227 81 24 12,120 
Education12,255 33 13 12,308 10,290 30 15 12 10,347 
Other retail6,047 38 29 34 6,148 6,729 45 31 41 6,846 
Total retail61,342 361 156 438 62,297 60,588 428 184 350 61,550 
Total$121,646 $594 $257 $593 $123,090 $117,946 $511 $212 $419 $119,088 
(1) Beginning inThe Company estimates expected credit losses based on the fourth quarterfair value of 2019, nonperforming balances exclude both fully and partially guaranteed residential mortgagecollateral for collateralized loans sold to Ginnie Mae for whichthat management believes will not be paid under the Company hasterms of the right, but not the obligation, to repurchase. Prior periods have been adjusted to exclude partially guaranteed amounts to conform with the current period presentation.original loan contract. These loans are included inconsidered to be collateral dependent, and the Company’s Consolidated Balance Sheets.estimated credit loss is calculated as the difference between the loan’s amortized cost basis and the fair value of the collateral as of each evaluation date.
Collateral values for residential mortgage and home equity loans are based on refreshed valuations which are updated at least every 90 days less estimated costs to sell. At December 31, 2020 and 2019, the Company had collateral-dependent residential mortgage and home equity loans totaling $552 million and $227 million, respectively.
For collateral-dependent commercial loans, the ACL is individually assessed based on the fair value of the collateral. Various types of collateral are used, including real estate, inventory, equipment, accounts receivable, securities and cash, among others. For commercial real estate loans, collateral values are generally based on appraisals which are updated based on management judgment under the specific circumstances on a case-by-case basis. At December 31, 2020 and 2019, the Company had collateral-dependent commercial loans totaling $206 million and $85 million, respectively.
The recorded investment inamortized cost basis of mortgage loans collateralized by residential real estate property for which formal foreclosure proceedings were in-process was $152$119 million and $172$152 million as of December 31, 2020 and 2019, and 2018, respectively.

Citizens Financial Group, Inc. | 114


The following table presents the aging of both accruing and nonaccruing loan and lease past due amounts:
 December 31, 2019 December 31, 2018
 Days Past Due Days Past Due
(in millions)30-5960-89 90 or More Total 30-5960-89 90 or More Total
Commercial
$45

$27

$67

$139
 
$85

$3

$78

$166
Commercial real estate1
1

2
 8
32
5
45
Leases37

2
39
 7


7
Total commercial loans and leases83
28
69
180
 100
35
83
218
Residential mortgages35
17
84
136
 37
13
133
183
Home equity loans10
4
21
35
 12
3
38
53
Home equity lines of credit72
32
146
250
 65
22
195
282
Home equity loans serviced by others7
3
12
22
 7
3
13
23
Home equity lines of credit serviced by others2
1
10
13
 2
1
7
10
Automobile227
81
24
332
 207
59
72
338
Education30
15
12
57
 23
13
11
47
Credit cards15
11
22
48
 14
10
20
44
Other retail30
20
19
69
 26
18
15
59
Total retail loans428
184
350
962
 393
142
504
1,039
Total
$511

$212

$419

$1,142
 
$493

$177

$587

$1,257


Impaired Loans
A loan is considered to be impaired when, based on current information and events, it is probable that the Company will be unable to collect all of the contractual interest and principal payments as scheduled in the loan agreement. This evaluation is generally based on delinquency information, an assessment of the borrower’s financial condition and the adequacy of collateral, if any. Impaired loans include nonaccruing larger balance (greater than $3 million carrying value), non-homogeneous commercial and commercial real estate loans, and restructured loans that are deemed TDRs.
When a loan is identified as impaired, the impairment is measured on an individual loan level as the difference between the recorded investment in the loan (net of previous charge-offs, deferred loan fees or costs and unamortized premium or discount) and the present value of expected future cash flows, discounted at the loan’s effective interest rate. When collateral is the sole source of repayment for the impaired loan, rather than the borrower’s income or other sources of repayment, the Company charges down the loan to its net realizable value.

Citizens Financial Group, Inc. | 115



The following tables present a summary of impaired loans by class:
 December 31, 2019
(in millions)Impaired Loans With a Related AllowanceAllowance on Impaired LoansImpaired Loans Without a Related AllowanceUnpaid Contractual BalanceTotal Recorded Investment in Impaired Loans
Commercial
$243

$85

$137

$458

$380
Commercial real estate

19
19
19
Total commercial loans243
85
156
477
399
Residential mortgages29
2
125
196
154
Home equity loans22
1
65
121
87
Home equity lines of credit27
2
173
242
200
Home equity loans serviced by others15
1
16
41
31
Home equity lines of credit serviced by others1

5
9
6
Automobile1

20
30
21
Education112
9
22
135
134
Credit cards27
9
1
29
28
Other retail3
1
3
8
6
Total retail loans237
25
430
811
667
Total
$480

$110

$586

$1,288

$1,066

 December 31, 2018
(in millions)Impaired Loans With a Related AllowanceAllowance on Impaired LoansImpaired Loans Without a Related AllowanceUnpaid Contractual BalanceTotal Recorded Investment in Impaired Loans
Commercial
$186

$31

$167

$450

$353
Commercial real estate32
7
6
38
38
Total commercial loans218
38
173
488
391
Residential mortgages28
2
127
201
155
Home equity loans34
3
76
148
110
Home equity lines of credit21
1
181
244
202
Home equity loans serviced by others22
1
19
54
41
Home equity lines of credit serviced by others1

7
11
8
Automobile1

22
31
23
Education130
11
23
153
153
Credit cards24
7
1
25
25
Other retail4
1
2
8
6
Total retail loans265
26
458
875
723
Total
$483

$64

$631

$1,363

$1,114


Citizens Financial Group, Inc. | 116


The following table presents additional information on impaired loans:
 Year Ended December 31,
 2019 2018 2017
(in millions)Interest Income RecognizedAverage Recorded Investment Interest Income RecognizedAverage Recorded Investment Interest Income RecognizedAverage Recorded Investment
Commercial
$11

$311
 
$9

$312
 
$4

$380
Commercial real estate1
39
 1
32
 
37
Total commercial loans12
350
 10
344
 4
417
Residential mortgages5
126
 5
146
 4
136
Home equity loans5
84
 6
107
 6
121
Home equity lines of credit7
172
 7
181
 6
176
Home equity loans serviced by others2
30
 3
42
 3
49
Home equity lines of credit serviced by others
6
 
9
 
9
Automobile1
17
 1
20
 1
18
Education8
125
 8
154
 9
173
Credit cards2
21
 1
21
 2
22
Other retail
5
 
7
 
9
Total retail loans30
586
 31
687
 31
713
Total
$42

$936
 
$41

$1,031
 
$35

$1,130

Troubled Debt Restructurings
In situations where, for economic or legal reasons related to the borrower’s financial difficulties, the Company grants a concession to the borrower that it would not otherwise consider, the related loan is classified as a TDR. TDRs typically result from the Company’s loss mitigation efforts and are undertaken in order to improve the likelihood of recovery and continuity of the relationship with the borrower. The Company’s loan modifications are handled on a case-by-case basis and are negotiated to achieve mutually agreeable terms that maximize loan collectability and meet the borrower’s financial needs. Concessions granted in TDRs for all classes of loans may include lowering the interest rate, forgiving a portion of principal, extending the loan term, lowering scheduled payments for a specified period of time, waiving or delaying a scheduled payment of principal or interest for other than an insignificant time period, or capitalizing past due amounts. A rate increase can be a concession if the increased rate is lower than a market rate for debt with risk similar to that of the restructured loan. TDRs for commercial loans may also involve creating a multiple note structure, accepting non-cash assets, accepting an equity interest, or receiving a performance-based fee. In some cases, a TDR may involve multiple concessions. The financial effects of TDRs for all loan classes may include lower income (either due to a lower interest rate or a delay in the timing of cash flows), larger loan loss provisions, and accelerated charge-offs if the modification renders the loan collateral-dependent. In some cases, interest income throughout the term of the loan may increase if, for example, the loan is extended or the interest rate is increased as a result of the restructuring.
Citizens Financial Group, Inc. | 120


Retail and commercial loans whose contractual terms have been modified in a TDR and are current at the time of restructuring may remain on accrual status if there is demonstrated performance prior to the restructuring and payment in full under the restructured terms is expected. Retail loans that were discharged in bankruptcy and not reaffirmed by the borrower are deemed to be collateral-dependent TDRs and are generally charged off to the fair value of the collateral, less cost to sell, and less amounts recoverable under a government guarantee (if any). Cash receipts on nonaccruing impaired loans, including nonaccruing loans involved in TDRs, are generally applied to reduce the unpaid principal balance. Certain TDRs that are current in payment status are classified as nonaccrual in accordance with regulatory guidance. Income on these loans may be recognized on a cash basis if management believes that the remaining book value of the loan is realizable. Nonaccruing TDRs that meet the guidelines above for accrual status can be returned to accruing if supported by a well-documented evaluation of the borrowers’ financial condition, and if they have been current for at least six months.
Because TDRs are impaired loans, Citizens measures impairment by comparing the present value of expected future cash flows, or when appropriate, the fair value of collateral less costs to sell, to the loan’s recorded investment.amortized cost basis. Any excess of recorded investmentamortized cost basis over the present value of expected future cash flows or collateral value is included in the ALLL. Any portion of the loan’s recorded investmentamortized cost basis the Company does not expect to collect as a result of the modification is charged off at the time of modification. For retail TDR accounts where the expected

Citizens Financial Group, Inc. | 117


value of cash flows is utilized, any recorded investment in excess of the present value of expected cash flows is recognized by increasing the ALLL. For retail TDR accounts assessed based on the fair value of collateral, any portion of the loan’s recorded investment in excess of the collateral value less costs to sell is charged off at the time of modification or at the time of subsequent and regularly recurring valuations.
In 2020, Citizens implemented various retail and commercial loan modification programs to provide borrowers relief from the economic impacts of COVID-19. The CARES Act and bank regulatory agencies provided guidance stating certain loan modifications to borrowers experiencing financial distress as a result of COVID-19 may not be accounted for as TDRs under U.S. GAAP. In accordance with the CARES Act, Citizens elected to not apply TDR classification to any COVID-19 related loan modification performed after March 1, 2020 for borrowers who were current as of December 31, 2019 or the date of their loan modification. In addition, for loans modified in response to the COVID-19 pandemic and associated lockdowns that were not eligible for relief from TDR classification under the CARES Act, the Company elected to apply the guidance issued by the bank regulatory agencies. Under this guidance, loans with up to six months of deferred principal and interest to borrowers who were current as of March 1, 2020 or the date of their loan modification are not classified as TDRs.
For loan modifications that include a payment deferral and are not TDRs, the borrower’s past due and nonaccrual status will not be impacted during the deferral period. Interest income will continue to be recognized over the contractual life of the loan.
The following table summarizes TDRs by class and total unfunded commitments:
December 31,
(in millions)20202019
Commercial$257 $297 
Retail718 667 
Unfunded commitments related to TDRs49 42 
 December 31,
(in millions)2019
 2018
Commercial
$297
 
$304
Retail667
 723
Unfunded commitments related to TDRs42
 30
Citizens Financial Group, Inc. | 121


The following tables summarize how loans were modified during the years ended December 31, 2020, 2019 2018 and 2017.2018. The reported balances represent the post-modification outstanding recorded investment and can include loans that became TDRs during the period and were paid off in full, charged off, or sold prior to period end. Pre-modification balances for modified loans approximate the post-modification balances shown.
December 31, 2020
Primary Modification Types
Interest Rate Reduction(1)
Maturity Extension(2)
Other(3)
(dollars in millions)Number of ContractsRecorded InvestmentNumber of ContractsRecorded InvestmentNumber of ContractsRecorded Investment
Commercial and industrial$0 25 $107 44 $325 
Commercial real estate
Total commercial26 114 44 325 
Residential mortgages210 39 190 34 73 13 
Home equity143 12 151 12 429 23 
Automobile129 104 3,003 47 
Education465 10 
Other retail2,311 10 280 
Total retail2,793 63 445 47 4,250 95 
Total2,794 $63 471 $161 4,294 $420 
 December 31, 2019
 Primary Modification Types
 
Interest Rate Reduction(1)
 
Maturity Extension(2)
 
Other(3)
(dollars in millions)Number of ContractsRecorded Investment Number of ContractsRecorded Investment Number of ContractsRecorded Investment
Commercial3

$—
 26

$5
 56

$210
Commercial real estate

 1

 

Total commercial loans3

 27
5
 56
210
Residential mortgages60
12
 62
10
 120
17
Home equity loans31
2
 

 82
4
Home equity lines of credit163
18
��72
11
 350
22
Home equity loans serviced by others2

 

 14

Home equity lines of credit serviced by others

 

 8

Automobile160
3
 21

 1,250
17
Education

 

 272
7
Credit cards3,259
18
 

 304
1
Other retail

 

 176
1
Total retail loans3,675
53
 155
21
 2,576
69
Total3,678

$53
 182

$26
 2,632

$279
December 31, 2019
Primary Modification Types
Interest Rate Reduction(1)
Maturity Extension(2)
Other(3)
(dollars in millions)Number of ContractsRecorded InvestmentNumber of ContractsRecorded InvestmentNumber of ContractsRecorded Investment
Commercial and industrial$0 26 $5 56 $210 
Commercial real estate
Total commercial27 56 210 
Residential mortgages60 12 62 10 120 17 
Home equity196 20 72 11 454 26 
Automobile160 21 1,250 17 
Education272 
Other retail3,259 18 480 
Total retail3,675 53 155 21 2,576 69 
Total3,678 $53 182 $26 2,632 $279 

Citizens Financial Group, Inc. | 118


 December 31, 2018
 Primary Modification Types
 
Interest Rate Reduction(1)
 
Maturity Extension(2)
 
Other(3)
(dollars in millions)Number of ContractsRecorded Investment Number of ContractsRecorded Investment Number of ContractsRecorded Investment
Commercial7

$1
 49

$22
 53

$200
Commercial real estate

 3
31
 2
31
Total commercial loans7
1
 52
53
 55
231
Residential mortgages35
4
 61
8
 142
17
Home equity loans43
4
 1

 134
5
Home equity lines of credit76
7
 178
26
 413
29
Home equity loans serviced by others4

 

 23
1
Home equity lines of credit serviced by others5

 1

 14
1
Automobile158
3
 46
1
 1,189
17
Education

 

 355
7
Credit cards2,312
13
 

 

Other retail1

 

 9

Total retail loans2,634
31
 287
35
 2,279
77
Total2,641

$32
 339

$88
 2,334

$308
 December 31, 2017
 Primary Modification Types
 
Interest Rate Reduction(1)
 
Maturity Extension(2)
 
Other(3)
(dollars in millions)Number of ContractsRecorded Investment Number of ContractsRecorded Investment Number of ContractsRecorded Investment
Commercial7

$1
 45

$22
 15

$71
Commercial real estate

 1

 1

Total commercial loans7
1
 46
22
 16
71
Residential mortgages71
10
 73
13
 171
19
Home equity loans82
6
 1

 232
13
Home equity lines of credit50
3
 235
30
 395
27
Home equity loans serviced by others15
1
 

 52
2
Home equity lines of credit serviced by others5

 2

 26
2
Automobile130
2
 29
1
 1,336
20
Education

 

 329
7
Credit cards2,363
13
 

 

Other retail1

 

 5

Total retail loans2,717
35
 340
44
 2,546
90
Total2,724

$36
 386

$66
 2,562

$161
December 31, 2018
Primary Modification Types
Interest Rate Reduction(1)
Maturity Extension(2)
Other(3)
(dollars in millions)Number of ContractsRecorded InvestmentNumber of ContractsRecorded InvestmentNumber of ContractsRecorded Investment
Commercial and industrial$1 49 $22 53 $200 
Commercial real estate31 31 
Total commercial52 53 55 231 
Residential mortgages35 61 142 17 
Home equity128 11 180 26 584 36 
Automobile158 46 1,189 17 
Education355 
Other retail2,313 13 
Total retail2,634 31 287 35 2,279 77 
Total2,641 $32 339 $88 2,334 $308 
(1) Includes modifications that consist of multiple concessions, one of which is an interest rate reduction.
(2) Includes modifications that consist of multiple concessions, one of which is a maturity extension (unless one of the other concessions was an interest rate reduction).
(3) Includes modifications other than interest rate reductions or maturity extensions, such as lowering scheduled payments for a specified period of time, principal forgiveness, and capitalizing arrearages. Also included are the following: deferrals, trial modifications, certain bankruptcies, loans in forbearance and prepayment plans. Modifications can include the deferral of accrued interest resulting in post modification balances being higher than pre-modification.
The net change to ALLL resulting from modifications of loans for the years ended December 31, 2020, 2019 and 2018 and 2017 was $12 million, $9 million $3 million and $1$3 million, respectively. Charge-offs may also be recorded on
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TDRs. Citizens recorded charge-offs resulting from the modification of loans of $51 million, $7 million for the year ended December 31, 2019 and $5 million for the years ended December 31, 2020, 2019 and 2018, and 2017.respectively.
A payment default refers to a loan that becomes 90 days or more past due under the modified terms. Loan data includes loans meeting the criteria that were paid off in full, charged off, or sold prior to December 31, 2020, 2019 2018 and 2017.2018. For commercial loans, recorded investment in TDRs that defaulted within 12 months of their modification date for the years ended December 31, 2020, 2019 2018 and 20172018 were $54 million, $1 million $63 million and $9$63 million, respectively. For retail loans, there were $46 million, $37 million $40 million and $41$40 million of loans which defaulted within 12 months of their restructuring date for the years ended December 31, 2020, 2019 and 2018, and 2017, respectively.

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Concentrations of Credit Risk
As of December 31, 2020, under the Company’s COVID-19-related forbearance and other customer accommodation programs that are guided by the CARES Act as well as banking regulator interagency guidance, Citizens deferred payments on approximately $1.4 billion, or 2.3%, of the retail portfolio, approximately $343 million, or 0.6%, of the commercial portfolio, including approximately $53 million, or 1.0%, of the small business portfolio. The vast majority of these deferrals are not classified as TDRs.
Most of the Company’s lending activity is with customers located in the New England, Mid-Atlantic and Midwest regions. Generally, loans are collateralized by assets including real estate, inventory, accounts receivable, other personal property and investment securities. As of December 31, 20192020 and 2018,2019, Citizens had a significant amount of loans collateralized by residential and commercial real estate. There were no significant concentration risks within the commercial loan or retail loan portfolios. Exposure to credit losses arising from lending transactions may fluctuate with fair values of collateral supporting loans, which may not perform according to contractual agreements. The Company’s policy is to collateralize loans to the extent necessary; however, unsecured loans are also granted on the basis of the financial strength of the applicant and the facts surrounding the transaction.
Certain loan products, including residential mortgages, home equity loans and lines of credit, and credit cards, have contractual features that may increase credit exposure to the Company in the event of an increase in interest rates or a decline in housing values. These products include loans that exceed 90% of the value of the underlying collateral (high LTV loans), interest-only and negative amortization residential mortgages, and loans with low introductory rates. Certain loans have more than one of these characteristics. The following tables present balances of loans with these characteristics:
December 31, 2020
(in millions)Residential MortgagesHome EquityOther RetailTotal
High loan-to-value$289 $64 $0 $353 
Interest only/negative amortization2,801 2,801 
Low introductory rate170 170 
Total$3,090 $64 $170 $3,324 
December 31, 2019
(in millions)Residential MortgagesHome EquityOther RetailTotal
High loan-to-value$402 $151 $0 $553 
Interest only/negative amortization2,043 2,043 
Low introductory rate235 235 
Total$2,445 $151 $235 $2,831 
 December 31, 2019
(in millions)Residential MortgagesHome Equity Loans and Lines of CreditHome Equity Products Serviced by OthersCredit CardsTotal
High loan-to-value
$402

$61

$90

$—

$553
Interest only/negative amortization2,043



2,043
Low introductory rate


235
235
Multiple characteristics and other




Total
$2,445

$61

$90

$235

$2,831
 December 31, 2018
(in millions)Residential MortgagesHome Equity Loans and Lines of CreditHome Equity Products Serviced by OthersCredit CardsEducation
Total
High loan-to-value
$318

$87

$148

$—

$—

$553
Interest only/negative amortization1,794



1
1,795
Low introductory rate


217

217
Multiple characteristics and other1




1
Total
$2,113

$87

$148

$217

$1

$2,566

NOTE 6 - PREMISES, EQUIPMENT AND SOFTWARE
Premises and Equipment
Premises and equipment are stated at cost, less accumulated depreciation and amortization. Depreciation and amortization have been computed using the straight-line method over the estimated useful
Citizens Financial Group, Inc. | 123


lives of the assets. Leasehold improvements are amortized over the life of the lease (including renewal options if exercise of those options is reasonably assured) or their estimated useful life, whichever is shorter.
Additions to premises and equipment are recorded at cost. The cost of major additions, improvements and betterments is capitalized. Normal repairs and maintenance and other costs that do not improve the property, extend the useful life or otherwise do not meet capitalization criteria are charged to expense as incurred. Citizens evaluates premises and equipment for impairment when events or changes in circumstances indicate that the carrying value of such assets may not be recoverable.

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A summary of the carrying value of premises and equipment is presented below:
   December 31,
(dollars in millions)Useful Lives (years) 2019
 2018
Land and land improvements10 - 75 
$102
 
$112
Buildings and leasehold improvements5 - 60 848
 852
Furniture, fixtures and equipment5 - 20 535
 1,019
Construction in progress  368
 292
Total premises and equipment, gross  1,853
 2,275
Accumulated depreciation  (1,092) (1,484)
Total premises and equipment, net  
$761
 
$791

December 31,
(dollars in millions)Useful Lives (years)20202019
Land and land improvements10 - 75$102 $102 
Buildings and leasehold improvements5 - 60800 848 
Furniture, fixtures and equipment4 - 20644 535 
Construction in progress50 368 
Total premises and equipment, gross1,596 1,853 
Accumulated depreciation(837)(1,092)
Total premises and equipment, net$759 $761 
Depreciation charged to noninterest expense totaled $110 million, $116 million, $117 million, and $124$117 million for the years ended December 31, 2020, 2019, 2018, and 2017,2018, respectively, and is presented in the Consolidated Statements of Operations in both occupancy and equipment expense.
Software
Costs related to computer software developed or obtained for internal use are capitalized if the projects improve functionality and provide long-term future operational benefits. Capitalized costs are amortized using the straight-line method over the asset’s expected useful life, based upon the basic pattern of consumption and economic benefits provided by the asset. Citizens begins to amortize the software when the asset (or identifiable component of the asset) is substantially complete and ready for its intended use. All other costs incurred in connection with an internal-use software project are expensed as incurred. Capitalized software is included in other assets on the Consolidated Balance Sheets.
Citizens had capitalized software assets of $2.0$2.2 billion and $1.8$2.0 billion and related accumulated amortization of $1.1$1.3 billion and $948 million$1.1 billion as of December 31, 20192020 and 2018,2019, respectively. Amortization expense was $215 million, $194 million, $189 million, and $180$189 million for the years ended December 31, 2020, 2019, 2018, and 2017,2018, respectively.
The estimated future amortization expense for capitalized software assets is presented below:below.
Year(in millions)
Year(in millions)
2020
$175
2021136
2021$191 
2022102
2022155 
202373
2023123 
202446
202497 
2025202557 
Thereafter62
Thereafter43 
Total (1)

$594
Total (1)
$666 
(1) Excluded from this balance is $296$226 million of in-process software at December 31, 2019.2020.

NOTE 7 - MORTGAGE BANKING AND OTHER
The Company sells residential mortgages to GSEs and other parties, who may issue securities backed by pools of such loans. The Company retains no beneficial interests in these sales, but may retain the servicing rights for the loans sold. The Company is obligated to subsequently repurchase a loan if the purchaser discovers a representation or warranty violation such as noncompliance with eligibility or servicing requirements, or customer fraud, that should have been identified in a loan file review.
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Mortgage loans held for sale are accounted for at fair value on an individual loan basis. Changes in the fair value, and realized gains and losses on the sales of mortgage loans, are reported in mortgage banking income.

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The following table summarizes activity related to the Company’s residential mortgage loan sales and the Company's mortgage banking activity:
Year Ended December 31,Year Ended December 31,
(in millions)2019
 2018
 2017
(in millions)202020192018
Residential mortgage loan sold with servicing retained
$20,430
 
$8,149
 
$3,161
Residential mortgage loan sold with servicing retained$33,221 $20,430 $8,149 
Gain on sales (1)
251
 89
 35
Gain on sales (1)
895 251 89 
Contractually specified servicing, late and other ancillary fees (1)
208
 118
 53
Contractually specified servicing, late and other ancillary fees (1)
227 208 118 
(1) Reported in mortgage banking fees in the Consolidated Statements of Operations.

The Company recognizes the right to service residential mortgage loans for others, or MSRs, as separate assets, which are presented in other assets on the Consolidated Balance Sheets, when purchased, or when servicing is contractually separated from the underlying mortgage loans by sale with servicing rights retained. MSRs are initially recorded at fair value. Subsequent to the initial recognition, MSRs are measured using either the fair value method or the amortization method. Effective January 1, 2020, the Company elected to account for all MSRs previously accounted for under the amortization method are subsequently accounted for at lower of cost orunder the fair value method. Upon election, the Company recognized a cumulative effect adjustment to retained earnings of $6 million, net of accumulated amortization, which istaxes, equal to the difference between the carrying value of the MSRs and the fair value. Under the fair value method, the MSRs are recorded at fair value at each reporting date with any changes in fair value during the period recorded in proportion to, and overmortgage banking fees in the periodConsolidated Statements of net servicing income.Operations. The unpaid principal balance of the related residential mortgage loans was $77.5$81.2 billion and $69.6$77.5 billion as of December 31, 2020 and 2019, and 2018, respectively.
In connection with the August 1, 2018 acquisition of FAMC, the Company began maintaining two separate classes of MSRs which, at the time of initial capitalization, were differentiated by how the risk associated with valuation changes of the MSRs was being managed. The acquired FAMC portfolio is accounted for under the fair value method while the Company’s MSR portfolio held before the FAMC acquisition is accounted for under the amortization method. Beginning January 1, 2019, all of the Company’s newly originated MSRs are accounted for under the fair value method. The Company implementedmanages an active hedging strategy to manage the risk associated with changes in the value of the MSR portfolio accounted for under the fair value method, which includes the purchase of freestanding derivatives. Depending on the interest rate environment, economic hedges may be used to protect the market value of MSRs accounted for under the amortization method. Any changes in fair value during the period for MSRs carried under the fair value method, as well as amortization and impairment of MSRs under the amortization method, are recorded in mortgage banking fees in the Consolidated Statements of Operations.
The following table summarizes changes in MSRs recorded using the amortization method:
 As of and for the Year Ended December 31,
(in millions)2019
 2018
Mortgage servicing rights:   
Balance as of beginning of period
$221
 
$201
Amount capitalized
 36
Purchases
 16
Amortization(38) (32)
Carrying amount before valuation allowance183
 221
Valuation allowance for servicing assets:   
Balance as of beginning of period
 3
Valuation charge-offs (recoveries)1
 (3)
Balance at end of period1
 
Net carrying value of MSRs
$182
 
$221



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The following table summarizes changes in MSRs recorded using the fair value method:
As of and for the Year Ended December 31,As of and for the Year Ended December 31,
(in millions)2019
 2018
(in millions)20202019
Fair value as of beginning of the period
$600
 
$—
Fair value as of beginning of the period$642 $600 
Acquired MSRs
 590
Transfers upon election of fair value method (1)
Transfers upon election of fair value method (1)
190 
Fair value as of beginning of the period, adjustedFair value as of beginning of the period, adjusted832 600 
Amounts capitalized270
 73
Amounts capitalized324 270 
Changes in unpaid principal balance during the period (1)
(119) (32)
Changes in fair value during the period (2)
(109) (31)
Changes in unpaid principal balance during the period (2)
Changes in unpaid principal balance during the period (2)
(196)(119)
Changes in fair value during the period (3)
Changes in fair value during the period (3)
(302)(109)
Fair value at end of the period
$642
 
$600
Fair value at end of the period$658 $642 
(1) Effective January 1, 2020, the Company elected to account for all MSRs previously accounted for under the amortization method under the fair value method.
(2) Represents changes in value of the MSRs due to i) passage of time including the impact from both regularly scheduled loan principal payments and partial
paydowns, and
ii) loans that paid off during the period.
(2)(3) Represents changes in value primarily due todriven by market drivenconditions. These changes are recorded in interest rates and prepayment speeds.mortgage banking fees in the Consolidated Statements of Operations.

The fair value of MSRs is estimated by using the present value of estimated future net servicing cash flows, taking into consideration actual and expected mortgage loan prepayment rates, discount rates, contractual servicing fee income, servicing costs, default rates, ancillary income, and other economic factors, which are determined based on current market interest rates. The valuation does not attempt to forecast or predict the future direction of interest rates.
The sensitivity analyses below present the impact to current fair value of an immediate 50 basis point and 100 basis point adverse change in key economic assumptions and the decline in fair value if the respective adverse change was realized. These sensitivities are hypothetical, with the effect of a variation in a particular assumption on the fair value of the MSRs calculated independently without changing any other assumption. In reality, changes in one factor may result in changes in another (e.g., changes in interest rates, which drive changes in prepayment rates, could result in changes in the discount rates), which may amplify or counteract the sensitivities. The primary risk inherent in the Company’s MSRs is an increase in prepayments of the underlying mortgage loans serviced, which is dependent upon movements in market interest rates.
For MSRs under the amortization method, the key economic assumptions used to estimate the fair value are presented below:
 December 31, 2019 December 31, 2018
 ActualDecline in fair value due to ActualDecline in fair value due to
(dollars in millions) 
Fair value$19350 bps adverse change100 bps adverse change $24350 bps adverse change100 bps adverse change
Weighted average life (in years)6.4 6.5
Weighted average constant prepayment rate8.9%$28$53 8.5%$24$56
Weighted average discount rate9.4%47 9.3%59
For MSRs under the fair value method, the key economic assumptions used to estimate the fair value are presented below:
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 December 31, 2019 December 31, 2018
 ActualDecline in fair value due to ActualDecline in fair value due to
(dollars in millions) 
Fair value$64250 bps adverse change100 bps adverse change $60050 bps adverse change100 bps adverse change
Weighted average life (in years)5.5 8.0
Weighted average constant prepayment rate13.9%$116$222 8.2%$68$148
Weighted average option adjusted spread440 bps1225 609 bps1326

December 31, 2020December 31, 2019
ActualDecline in fair value due toActualDecline in fair value due to
(dollars in millions)
Fair value$65850 bps adverse change100 bps adverse change$64250 bps adverse change100 bps adverse change
Weighted average life (in years)4.25.5
Weighted average constant prepayment rate17.3%$122$20213.9%$116$222
Weighted average option adjusted spread595 bps1224440 bps1225
Citizens accounts for derivatives in its mortgage banking operations at fair value on the Consolidated Balance Sheets as derivative assets or derivative liabilities, depending on whether the derivative had a positive (asset) or negative (liability) fair value as of the balance sheet date. The Company’s mortgage banking derivatives include commitments to originate mortgages held for sale, certain loan sale agreements, and other financial instruments that meet the definition of a derivative. Refer to Note 13 for additional information.

Other Serviced Loans

From time to time, Citizens engages in other servicing relationships. The following table presents the unpaid principal balance of other serviced loans:
Citizens Financial Group, Inc. | 123


(in millions)December 31, 2020December 31, 2019
Education(1)
$974 $0 
Commercial and industrial(2)
51 33 
(1) Represents the servicing associated with education loans sold. See Note 10 for further information.
(2) Represents the government guaranteed portion of SBA loans sold to outside investors.
NOTE 8 - LEASES
Citizens as Lessee
The Company determines if an arrangement is a lease at inception and records a right-of-use asset and a corresponding lease liability. A right-of-use asset represents the value of the Company’s contractual right to use an underlying leased asset and a lease liability represents the Company’s contractual obligation to make payments on the same underlying leased asset. Operating and finance lease right-of-use assets and liabilities are recognized at commencement date based on the present value of the lease payments over the non-cancelable lease term. As most of the Company’s leases do not specify an implicit rate, the Company uses an incremental borrowing rate based on information available at the lease commencement date to determine the present value of the lease payments. The Company evaluates right-of-use assets for impairment when events or changes in circumstances indicate that the carrying value of the asset may not be recoverable.
In its normal course of business, the Company leases both equipment and real estate, including office and branch space. Lease terms predominantly range from one year to ten years and may include options to extend the lease, terminate the lease, or purchase the underlying asset at the end of the lease. Certain lease agreements include rental payments based on an index or are adjusted periodically for inflation. The Company has lease agreements that contain lease and non-lease components and for certain real estate leases, these components are accounted for as a single lease component.
Leases with an initial term of 12 months or less are not recorded on the Company’s Consolidated Balance Sheets and are recognized in occupancy expense in the Company’s Consolidated Statements of Operations on a straight-line basis over the remaining lease term. The Company may also enter into subleases with third parties for certain leased real estate properties that are no longer occupied.
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The components of operating lease cost are presented below:below.
(in millions)Year Ended December 31, 2019
Operating lease cost
$165
Short-term lease cost10
Variable lease cost7
Sublease income(3)
Total
$179

Year Ended December 31,
(in millions)20202019
Operating lease cost$165 $165 
Short-term lease cost10 
Variable lease cost
Sublease income(4)(3)
Total$173 $179 
Operating lease cost is recognized on a straight line basis over the lease term and is recorded in occupancy, equipment and software expense, and other income on the Consolidated Statements of Operations.
Supplemental Consolidated Balance Sheet information related to the Company’s operating lease arrangements is presented below:
(in millions)December 31, 2019Affected Line Item in Consolidated Balance Sheets
Operating lease right-of-use assets
$699
Other assets
Operating lease liabilities721
Other liabilities

(in millions)December 31, 2020December 31, 2019Affected Line Item in Consolidated Balance Sheets
Operating lease right-of-use assets$800 $699 Other assets
Operating lease liabilities835 721 Other liabilities
Supplemental information related to the Company’s operating lease arrangements is presented below:
(in millions)Year Ended December 31, 2019
Cash paid for amounts included in measurement of liabilities:
Operating cash flows from operating leases
$164
Right-of-use assets in exchange for new operating lease liabilities117

Year Ended December 31,
(in millions)20202019
Cash paid for amounts included in measurement of liabilities:
Operating cash flows from operating leases$167 $164 
Right-of-use assets in exchange for new operating lease liabilities268 117 
The weighted average remaining lease term and weighted average discount rate for operating leases as of December 31, 2020 is eight years and 2.48%, respectively. The weighted average remaining lease term and weighted average discount rate for operating leases as of December 31, 2019 is seven years and 3.15%, respectively.

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At December 31, 2019,2020, lease liabilities maturing under non-cancelable operating leases are presented below for the years ended December 31:31.
(in millions)Operating Leases
2020150
2021150
2022125
2023100
Thereafter281
Total lease payments806
Less: Interest85
Present value of lease liabilities
$721


(in millions)Operating Leases
2021$149 
2022147 
2023130 
2024111 
202590 
Thereafter294 
Total lease payments921 
Less: Interest86 
Present value of lease liabilities$835 
Citizens as Lessor
Operating lease assets where Citizens was the lessor totaled $57$153 million and $92$57 million as of December 31, 20192020 and 2018,2019, respectively. Operating lease rental income for leased assets where Citizens is the lessor is recognized in other income on a straight-line basis over the lease term.
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Depreciation expense associated with operating lease assets is recorded on a straight-line basis over the estimated useful life, considering the estimated residual value of the leased asset and is included in other operating expense in the Consolidated Statements of Operations. On a periodic basis, operating lease assets are reviewed for impairment. Impairment loss is recognized in other operating expense if the carrying amount of the leased assetsasset exceeds fair value and is not recoverable. The carrying amount of a leased assetsasset is not recoverable if it exceeds the sum of the undiscounted cash flows expected to result from the lease payments and the estimated residual value upon the eventual disposition of the asset.
For discussion of direct finance and sales-type leases where Citizens is lessor, refer to Note 4.
NOTE 9 - GOODWILL AND INTANGIBLE ASSETS
Goodwill is the purchase premium associated with the acquisition of a business and is assigned to the Company’s reporting units at the acquisition date. A reporting unit is a business operating segment or a component of a business operating segment. Citizens has identified and assigned goodwill to 2 reporting units - Consumer Banking and Commercial Banking - based upon reviews of the structure of the Company’s executive team and supporting functions, resource allocations and financial reporting processes. Once goodwill has been assigned to reporting units, it no longer retains its association with a particular acquisition, and all of the activities within a reporting unit, whether acquired or organically grown, are available to support the value of the goodwill.
Goodwill is not amortized, but is subject to annual impairment tests. Citizens reviews goodwill for impairment annually as of October 31st and in interim periods when events or changes indicate the carrying value of one or more reporting units may not be recoverable. The Company has the option of performing a qualitative assessment of goodwill to determine whether it is more likely than not that the fair value of each reporting unit is less than the carrying value. If it is more likely than not that the fair value exceeds the carrying value, then no further testing is necessary; otherwise, Citizens must perform a two-step quantitative assessment of goodwill.
Citizens may elect to bypass the qualitative assessment and perform a two-step quantitative assessment. The first step,quantitative assessment, used to identify potential impairment, involves comparing each reporting unit’s fair value to its carrying value, including goodwill. If the fair value of a reporting unit exceeds its carrying value inclusive of goodwill, applicable goodwill is deemed to be not impaired. If the carrying value exceeds fair value, there is an indication of impairment and the second step is performed to measure the amount of impairment.
The second step involves calculating an implied fair value of goodwill for each reporting unit for which the first step indicated impairment. The implied fair value of goodwill is determined in the same manner as the amount of goodwill recognized in a business combination, which is the excess of the fair value of the reporting unit as determined in the first step, over the aggregate fair values of the individual assets, liabilities and identifiable intangible. If the implied fair valueinclusive of goodwill exceeds the carrying value of goodwill assigned to the reporting unit, there is no impairment. If the carrying value of goodwill assigned to a reporting unit exceeds the implied fair value, of the goodwill, an impairment charge is recorded for the excess. AnThe impairment loss that is recognized cannot

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exceed the amount of goodwill assigned to athe reporting unit, and the loss establishes a new basis in the goodwill. Subsequent reversal of goodwill impairment losses is not permitted.
Under the quantitative impairment assessment, the fair values of the Company’s reporting units are determined using a combination of income and market-based approaches. Citizens relies on the income approach (discounted cash flow method) for determining fair value. Market and transaction approaches are used as benchmarks only to corroborate the value determined by the discounted cash flow method. Citizens relies on several assumptions when estimating the fair value of its reporting units using the discounted cash flow method. These assumptions include the discount rate, as well as projected loan loss, income tax and capital retention rates.
Discount rates are estimated based on the Capital Asset Pricing Model, which considers the risk-free interest rate, market risk premium, beta, and size premium adjustments specific to a particular reporting unit. The discount rates are also calibrated on the assessment of the risks relatedIn 2020, U.S. economic conditions deteriorated significantly due to the projected cash flows of each reporting unit. Cash flow projections include estimates for projected loan loss, income taxCOVID-19 pandemic and capital retention rates. Multi-year financial forecasts are developed for each reporting unit by considering several key business drivers such as new business initiatives, customer retention standards, market share changes, anticipated loan and deposit growth, forward interest rates, historical performance, and industry and economic trends, among other considerations. The long-term growth rate used in determining the terminal value of each reporting unit is estimated based on management’s assessment of the minimum expected terminal growth rate of each reporting unit, as well as broader economic considerations such as GDP and inflation.
Citizens bases its fair value estimates on assumptions it believes to be representative of assumptions that a market participant would use in valuing the reporting unit but that are unpredictable and inherently uncertain, including estimates of future growth rates and operating margins and assumptions about the overall economic climate and the competitive environment for its reporting units. There can be no assurances that future estimates and assumptions made for purposes of goodwill testing will prove accurate predictions of the future. If the assumptions regarding business plans, competitive environments or anticipated growth rates are not achieved, Citizens may be required to record goodwill impairment charges in future periods.
associated lockdowns. For the year ended December 31, 2019,2020, Citizens elected to performperformed a qualitativequantitative analysis to determine whether it was more likely than not that the fair value of either of its reporting units was less than the respective reporting unit’s carrying value. When calculating the fair value of the Company’s reporting units under the income approach, short and medium-term forecasts incorporated current economic conditions and ongoing impacts of the COVID-19 pandemic, including a federal funds target near zero and near-term elevated ACL, offset by significant monetary and fiscal stimulus. Long-term cash flow projections reflected normalized rate and credit environments, as well as a long-term rate of return for each reporting unit. As a result of this qualitativequantitative assessment, the Company determined that it was not necessary to perform a quantitative impairment test and concluded that there was 0 impairment to the carrying value of the Company's goodwill.goodwill as of December 31, 2020.
The
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On March 4, 2020, the Company acquired Clarfeld in January 2019expanded its capital markets and Bowstring in March 2019,financial advisory position through the acquisition of Trinity Capital, a Los Angeles-based advisory firm that delivers a range of financial services to commercial clients, which resulted in increasesan increase to goodwill of $83 million and $35 million, respectively.$6 million. Changes in the carrying value of goodwill for the years ended December 31, 20192020 and 20182019 are presented below:below.
(in millions)Consumer Banking Commercial Banking Total
Balance at December 31, 2017
$2,136
 
$4,751
 
$6,887
Business acquisition59
 
 59
Adjustments (1)
(23) 
 (23)
Balance at December 31, 2018
$2,172
 
$4,751
 
$6,923
Business acquisitions83
 35
 118
Adjustments3
 
 3
Balance at December 31, 2019
$2,258
 
$4,786
 
$7,044

(1) Adjustments to goodwill are the result of an update to the purchase price allocation for the FAMC acquisition, given higher value attributed to purchased net assets.
(in millions)Consumer BankingCommercial BankingTotal
Balance at December 31, 2018$2,172 $4,751 $6,923 
Business acquisition83 35 118 
Adjustments
Balance at December 31, 2019$2,258 $4,786 $7,044 
Business acquisitions
Balance at December 31, 2020$2,258 $4,792 $7,050 
Accumulated impairment losses related to the Consumer Banking reporting unit totaled $5.9 billion at December 31, 20192020 and 2018.2019. The accumulated impairment losses related to the Commercial Banking reporting unit totaled $50 million at December 31, 20192020 and 2018.2019. NaN impairment was recorded for the years ended December 31, 2020, 2019 2018 and 2017.

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2018.
Other Intangibles
Other intangible assets are recognized separately from goodwill if the asset arises as a result of contractual rights or if the asset is capable of being separated and sold, transferred or exchanged. Intangible assets are recorded in other assets on the Consolidated Balance Sheets. Intangible assets are amortized on a straight-line basis and subject to an annual impairment evaluation. Amortization expense is recorded in other expenses in our Consolidated Statements of Operations.
A summary of the carrying value of intangible assets is presented below. Included in the carrying value at December 31, 2019 was $19 million and $5 millionin other intangibles related to the Clarfeld and Bowstring acquisitions, respectively. Additionally, included in the carrying value at December 31, 2019 was $18 million related to the March 2019 purchase of naming rights for a theater in Boston, Massachusetts, and a sponsorship and promotion arrangement.
  December 31, 2019 December 31, 2018
(in millions)Amortizable Lives (years)GrossAccumulated AmortizationNet GrossAccumulated AmortizationNet
Acquired technology7
$21

$4

$17
 
$20

$1

$19
Acquired relationships5 - 1537
5
32
 11
1
10
Naming Rights1011
1
10
 


Other2 - 713
4
9
 3
1
2
Total 
$82

$14

$68
 
$34

$3

$31

December 31, 2020December 31, 2019
(in millions)Amortizable Lives (years)GrossAccumulated AmortizationNetGrossAccumulated AmortizationNet
Acquired technology7$21 $7 $14 $21 $4 $17 
Acquired relationships5 - 1538 10 28 37 32 
Naming Rights1011 11 10 
Other2 - 713 13 
Total$83 $25 $58 $82 $14 $68 
As of December 31, 2019,2020, all of the Company’s intangible assets were being amortized. Amortization expense recognized on intangible assets was $11 million, $11 million and $3 million for the year ended December 31, 2020, 2019, and 2018, respectively. There was 0 amortization expense recognized on intangible assets for the year ended December 31, 2017. The Company’s projection of amortization expense is based on balances as of December 31, 2019,2020, and future amortization expense may vary from these projections.
Estimated intangible asset amortization expense for the next five years is as follows:
(in millions)Total
2020
$11
202110
20229
20239
20248

(in millions)Total
2021$10 
2022
2023
2024
2025
NOTE 10 - VARIABLE INTEREST ENTITIES
Citizens makes equity investments in various entities that are considered VIEs, as defined by GAAP. A VIE typically does not have sufficient equity at risk to finance its activities without additional subordinated financial support from other parties. The Company’s variable interest arises from contractual, ownership or other monetary interests in the entity, which change with fluctuations in the fair value of the entity's net assets. Citizens consolidates a VIE if it is the primary beneficiary of the entity. Citizens is the primary beneficiary of a VIE if its variable interest provides it with the power to direct the activities that most significantly impact the VIE and the right to receive benefits (or the obligation to absorb losses) that could potentially be significant to the
Citizens Financial Group, Inc. | 129


VIE. To determine whether or not a variable interest held could potentially be significant to the VIE, the company considers both qualitative and quantitative factors regarding the nature, size and form of its involvement with the VIE. Citizens assesses whether or not it is the primary beneficiary of a VIE on an ongoing basis.

Citizens is involved in various entities that are considered VIEs, including investments in limited partnerships that sponsor affordable housing projects, limited liability companies that sponsor renewable energy projects or asset-backed securities and lending to special purpose entities. Citizens’ maximum exposure to loss as a result of its involvement with these entities is limited to the balance sheet carrying amount of its equity investment and asset-backed securities, unfunded commitments, and outstanding principal balance of loans to special purpose entities.

Citizens Financial Group, Inc. | 127


A summary of these investments is presented below:
 December 31,
(in millions)2019
 2018
LIHTC investment included in other assets
$1,401
 
$1,236
LIHTC unfunded commitments included in other liabilities716
 673
Lending to special purpose entities included in loans and leases1,101
 613
Renewable energy investments included in other assets355
 319

December 31,
(in millions)20202019
LIHTC investment included in other assets$1,687 $1,401 
LIHTC unfunded commitments included in other liabilities875 716 
Lending to special purpose entities included in loans and leases1,295 1,101 
Investment in asset-backed securities included in HTM securities893 
Renewable energy investments included in other assets403 355 
Low Income Housing Tax Credit Partnerships
The purpose of the Company’s equity investments is to assist in achieving the goals of the Community Reinvestment Act and to earn an adequate return of capital. LIHTC partnerships are managed by unrelated general partners that have the power to direct the activities which most significantly affect the performance of the partnerships. Citizens is therefore not the primary beneficiary of any LIHTC partnerships. Accordingly, Citizens does not consolidate these VIEs and accounts for these investments in other assets on the Consolidated Balance Sheets.
Citizens applies the proportional amortization method to account for its LIHTC investments. Under the proportional amortization method, the Company applies a practical expedient and amortizes the initial cost of the investment in proportion to the tax credits received in the current period as compared to the total tax credits expected to be received over the life of the investment. The amortization and tax benefits are included as a component of income tax expense. The tax credits received are reported as a reduction of income tax expense (or an increase to income tax benefit) related to these transactions.
The following table presents other information related to the Company’s affordable housing tax credit investments:
 Year Ended December 31,
(in millions)2019
 2018
 2017
Tax credits included in income tax expense
$128
 
$101
 
$83
Amortization expense included in income tax expense137
 110
 94
Other tax benefits included in income tax expense32
 25
 31

Year Ended December 31,
(in millions)202020192018
Tax credits included in income tax expense$159 $128 $101 
Amortization expense included in income tax expense168 137 110 
Other tax benefits included in income tax expense38 32 25 
NaN LIHTC investment impairment losses were recognized during the years ended December 31, 2020, 2019, 2018, and 2017.2018.
Lending to Special Purpose Entities
Citizens provides lending facilities to third-party sponsored special purpose entities. Because the sponsor for each respective entity has the power to direct how proceeds from the Company are utilized, as well as maintains responsibility for any associated servicing commitments, Citizens is not the primary beneficiary of these entities. Accordingly, Citizens does not consolidate these VIEs on the Consolidated Balance Sheets. As of December 31, 20192020 and 2018,2019, the lending facilities had aggregate unpaid principal balances of $1.1$1.3 billion and $613 million,$1.1 billion, respectively, and undrawn commitments to extend credit of $1.5 billion and $1.2 billion, respectively.
Citizens Financial Group, Inc. | 130


Asset-backed securities
For the year ended December 31, 2020, Citizens sold $1.1 billion of education loans, inclusive of accrued interest, capitalized interest and $584fees, to a third-party sponsored VIE. As part of these sales, the Company recognized a gain on sale of $35 million respectively.in other income. The Company provided financing to the purchaser for a portion of the sale price in the form of $893 million of asset-backed securities collateralized by the sold assets. Citizens will continue to act as primary servicer for the sold educational loans, and will receive a servicing fee. A third-party special servicer will be responsible for servicing for all loans that become significantly delinquent, as discussed below.
At the time of the sale, and at each subsequent reporting period, Citizens is required to evaluate its involvement with the VIE to determine if it holds a variable interest in the VIE and, if so, if the Company is the primary beneficiary of the VIE. If Citizens is both a variable interest holder and the primary beneficiary of the VIE, it would be required to consolidate the VIE. As of December 31, 2020, the Company concluded that both their investment in asset-backed securities as well as the primary servicing fee are considered variable interests in the VIE as there is a possibility, even if remote, that would result in either the Company’s interest in the asset-backed securities or the primary servicing fee absorbing some of the losses of the VIE.
After concluding that the Company has one or more variable interests in the VIE, the Company must determine if the Company is the primary beneficiary of the VIE. GAAP defines the primary beneficiary as the entity that has both an economic exposure to the VIE as well as the power to direct the activities that are determined to be most significant to the economic performance of the VIE. In order to make this determination, the Company needed to first establish which activities are the most significant to the economic performance of the VIE. Based on a review of the historical performance of the types of education loans sold to the VIE, as well as consideration of which activities performed by the owner or servicer of the loans contribute most significantly to the ultimate performance of the loans, the Company concluded that the determination of the assets to be purchased by the VIE and the servicing activities that are performed for significantly delinquent loans are the activities that most significantly impact the performance of the loans, and thus the performance of the VIE holding these assets. As a result, the Company concluded that the entity that controls the determination of the assets to be purchased by the VIE and the servicing activities on significantly delinquent loans controls the activities that most significantly impact the economic performance of the VIE. As part of the sale process, the equity holder in the VIE had the ability to remove loans from the proposed sale pool, demonstrating control over the determination of the assets to be purchased. In addition, as a holder of asset-backed securities and the primary servicer of the loans, Citizens does not have the power to direct servicing of significantly delinquent loans. These rights are reserved for the third-party special servicer of the loans, who is controlled through a contractual relationship with the equity investor in the VIE. As the activities which most significantly affect the performance of the VIE are controlled by the equity holder in the VIE, and not by Citizens, the Company has concluded that Citizens is therefore not the primary beneficiary. Accordingly, Citizens does not consolidate the VIE and accounts for its investment in the asset-backed securities as HTM securities on the Consolidated Balance Sheets.
Renewable Energy Entities
The Company’s investments in renewable energy entities provide benefits from a return generated by government incentives plus other tax attributes that are associated with tax ownership (e.g., tax depreciation). As a tax equity investor, Citizens does not have the power to direct the activities which most significantly affect the performance of these entities and therefore is not the primary beneficiary of any renewable energy entities. Accordingly, Citizens does not consolidate these VIEs and accounts for these investments in other assets on the Consolidated Balance Sheets.

Citizens Financial Group, Inc. | 128131



NOTE 11 - DEPOSITS
Interest-bearing deposits in banks are carried at cost and include deposits that mature within one year.

The following table presents the major components of deposits:
 December 31,
(in millions)2019 2018
Demand
$29,233
 
$29,458
Checking with interest24,840
 23,067
Regular savings13,779
 12,007
Money market accounts38,725
 35,701
Term deposits18,736
 19,342
Total deposits
$125,313
 
$119,575

December 31,
(in millions)20202019
Demand$43,831 $29,233 
Checking with interest27,204 24,840 
Regular savings18,044 13,779 
Money market accounts48,569 38,725 
Term deposits9,516 18,736 
Total deposits$147,164 $125,313 
The following table presents the maturity distribution by year of term deposits as of December 31, 2019:2020:
(in millions) 
2020
$16,151
20211,995
2022316
2023144
2024126
2025 and thereafter4
Total
$18,736

(in millions)
2021$8,474 
2022660 
2023168 
2024162 
202549 
2026 and thereafter
Total$9,516 
Of these deposits, the amount of term deposits with a denomination of $100,000 or more was $13.4$5.8 billion at December 31, 2019.2020. The following table presents the remaining maturities of these deposits:
(in millions)
Three months or less
$3,420 
$6,987
After three months through six months3,224956 
After six months through twelve months2,015
After twelve months1,206
Total term deposits
$13,432

986 

After twelve months436 Citizens Financial Group, Inc. | 129
Total term deposits$5,798 


NOTE 12 - BORROWED FUNDS
Short-term borrowed funds
The following table presents a summary of the Company’s short-term borrowed funds:
 December 31,
(in millions)2019
 2018
Securities sold under agreements to repurchase
$265
 
$336
Federal funds purchased
 820
Other short-term borrowed funds9
 161
Total short-term borrowed funds
$274
 
$1,317


The following table presents key data related to the Company’s short-term borrowed funds:
 As of and for the Year Ended December 31,
(dollars in millions, except ratio data)2019
 2018 2017
Weighted-average interest rate at year-end: (1)
     
Federal funds purchased and securities sold under agreements to repurchase0.41% 1.72% 0.74%
Other short-term borrowed funds3.85
 2.73
 1.33
Maximum amount outstanding at any month-end during the year:     
Federal funds purchased and securities sold under agreements to repurchase (2)

$1,499
 
$1,282
 
$1,174
Other short-term borrowed funds511
 1,110
 2,759
Average amount outstanding during the year:     
Federal funds purchased and securities sold under agreements to repurchase (2)

$599
 
$654
 
$776
Other short-term borrowed funds66
 467
 1,571
Weighted-average interest rate during the year: (1)
     
Federal funds purchased and securities sold under agreements to repurchase1.36% 0.92% 0.36%
Other short-term borrowed funds2.50
 2.10
 1.09

funds.
(1) Rates exclude certain hedging costs.
(2) Balances are net of certain short-term receivables associated with reverse repurchase agreements, as applicable.

December 31,
(in millions)20202019
Securities sold under agreements to repurchase$231 $265 
Other short-term borrowed funds12 
Total short-term borrowed funds$243 $274 
Citizens Financial Group, Inc. | 130132


Long-term borrowed funds
The following table presents a summary of the Company’s long-term borrowed funds:
December 31,
(in millions)20202019
Parent Company:
2.375% fixed-rate senior unsecured debt, due July 2021$350 $349 
4.150% fixed-rate subordinated debt, due September 2022(1)
182 348 
3.750% fixed-rate subordinated debt, due July 2024(1)
159 250 
4.023% fixed-rate subordinated debt, due October 2024(1)
25 42 
4.350% fixed-rate subordinated debt, due August 2025(1)
193 249 
4.300% fixed-rate subordinated debt, due December 2025(1)
450 750 
2.850% fixed-rate senior unsecured notes, due July 2026497 496 
2.500% fixed-rate senior unsecured notes, due February 2030297 
3.250% fixed-rate senior unsecured notes, due April 2030745 
2.638% fixed-rate subordinated debt, due September 2032 (1)
543 
CBNA’s Global Note Program:
2.250% senior unsecured notes, due March 2020700 
2.447% floating-rate senior unsecured notes, due March 2020 (2)
300 
2.487% floating-rate senior unsecured notes, due May 2020 (2)
250 
2.200% senior unsecured notes, due May 2020500 
2.250% senior unsecured notes, due October 2020750 
2.550% senior unsecured notes, due May 20211,003 991 
3.250% senior unsecured notes, due February 2022716 711 
0.941% floating-rate senior unsecured notes, due February 2022 (2)
299 299 
1.042% floating-rate senior unsecured notes, due May 2022 (2)
250 250 
2.650% senior unsecured notes, due May 2022510 501 
3.700% senior unsecured notes, due March 2023527 515 
1.201% floating-rate senior unsecured notes, due March 2023 (2)
249 249 
2.250% senior unsecured notes, due April 2025746 
3.750% senior unsecured notes, due February 2026551 521 
Additional Borrowings by CBNA and Other Subsidiaries:
Federal Home Loan Bank advances, 0.932% weighted average rate, due through 203819 5,008 
Other35 18 
Total long-term borrowed funds$8,346 $14,047 
 December 31,
(in millions)2019
 2018
Parent Company:   
2.375% fixed-rate senior unsecured debt, due July 2021
$349
 
$349
4.150% fixed-rate subordinated debt, due September 2022348
 348
3.750% fixed-rate subordinated debt, due July 2024250
 250
4.023% fixed-rate subordinated debt, due October 202442
 42
4.350% fixed-rate subordinated debt, due August 2025249
 249
4.300% fixed-rate subordinated debt, due December 2025750
 749
2.850% fixed-rate senior unsecured notes, due July 2026496
 
CBNA’s Global Note Program:   
2.500% senior unsecured notes, due March 2019
 748
2.450% senior unsecured notes, due December 2019
 744
2.250% senior unsecured notes, due March 2020700
 691
2.447% floating-rate senior unsecured notes, due March 2020 (1)
300
 300
2.487% floating-rate senior unsecured notes, due May 2020 (1)
250
 250
2.200% senior unsecured notes, due May 2020500
 499
2.250% senior unsecured notes, due October 2020750
 738
2.550% senior unsecured notes, due May 2021991
 964
3.250% senior unsecured notes, due February 2022711
 
2.629% floating-rate senior unsecured notes, due February 2022 (1)
299
 
2.727% floating-rate senior unsecured notes, due May 2022 (1)
250
 249
2.650% senior unsecured notes, due May 2022501
 487
3.700% senior unsecured notes, due March 2023515
 502
2.911% floating-rate senior unsecured notes, due March 2023 (1)
249
 249
3.750% senior unsecured notes, due February 2026521
 
Additional Borrowings by CBNA and Other Subsidiaries:   
Federal Home Loan Bank advances, 2.006% weighted average rate, due through 20385,008
 7,508
Other18
 9
Total long-term borrowed funds
$14,047
 
$15,925

(1
December 31, 2020 balances reflect the September 2020 completion of (i) $621 million in private exchange offers for 5 series of outstanding subordinated notes whereby participants received a combination of the Company’s newly issued 2.638% fixed-rate subordinated notes due 2032 and an additional cash payment and (ii) $11 million in related cash tender offers whereby validly tendered and accepted subordinated notes were purchased by Citizens and subsequently cancelled.
(1)(2) Rate disclosed reflects the floating rate as of December 31, 2019.2020, or final floating rate as applicable.

The Parent Company’s long-term borrowed funds as of December 31, 20192020 and 20182019 included principal balances of $2.5$3.5 billion and $2.0$2.5 billion, respectively, and unamortized deferred issuance costs and/or discounts of ($8)90) million and ($5)8) million, respectively. CBNA and other subsidiaries’ long-term borrowed funds as of December 31, 20192020 and 20182019 included principal balances of $11.5$4.8 billion and $14.0$11.5 billion, respectively, with unamortized deferred issuance costs and/or discounts of ($13)11) million and ($14)13) million, respectively, and hedging basis adjustments of $50$112 million and ($66)$50 million, respectively. See Note 13 for further information about the Company’s hedging of certain long-term borrowed funds.
Advances, lines of credit, and letters of credit from the FHLB are collateralized by pledged mortgages and pledged securities at least sufficient to satisfy the collateral maintenance level established by the FHLB. The utilized borrowing capacity for FHLB advances and letters of credit was $9.8$3.2 billion and $13.0$9.8 billion at December 31, 20192020 and 2018,2019, respectively. The Company’s available FHLB borrowing capacity was $7.2$13.9 billion and $4.8$7.2 billion at December 31, 20192020 and 2018,2019, respectively. Citizens can also borrow from the FRB discount window to meet short-term liquidity requirements. Collateral, including certain loans, is pledged to support this borrowing capacity. At December 31, 2019,2020, the Company’s unused secured borrowing capacity was approximately $38.9$64.6 billion, which includes unencumbered securities, FHLB borrowing capacity, and FRB discount window capacity.

Citizens Financial Group, Inc. | 131133


The following table presents a summary of maturities for the Company’s long-term borrowed funds at December 31, 2019:2020:
(in millions)Parent CompanyCBNA and Other SubsidiariesConsolidated
Year   
2020
$—

$2,504

$2,504
2021349
5,998
6,347
2022348
1,767
2,115
2023
765
765
2024292
1
293
2025 and thereafter1,495
528
2,023
Total
$2,484

$11,563

$14,047

(in millions)Parent CompanyCBNA and Other SubsidiariesConsolidated
Year
2021$350 $1,011 $1,361 
2022182 1,786 1,968 
2023778 778 
2024184 184 
2025643 759 1,402 
2026 and thereafter2,082 571 2,653 
Total$3,441 $4,905 $8,346 
NOTE 13 - DERIVATIVES
In the normal course of business, Citizens enters into a variety of derivative transactions to meet the financing needs of its customers and to reduce its own exposure to fluctuations in interest rates and foreign currency exchange rates. These transactions include interest rate swap contracts, interest rate options, foreign exchange contracts, residential loan commitment rate locks, interest rate future contracts, swaptions, forward commitments to sell to-be-announced mortgage securities (“TBAs”), forward sale contracts and purchase options. The Company does not use derivatives for speculative purposes.
The Company’s derivative instruments are recognized on the Consolidated Balance Sheets in derivative assets and derivative liabilities at fair value. Certain derivatives are cleared through a central clearing house. Cleared derivatives represent contracts executed bilaterally with counterparties in the OTC market that are novated to a central clearing house who then becomes our counterparty. OTC-cleared derivative instruments are typically settled in cash each day based on the prior day value. Information regarding the valuation methodology and inputs used to estimate the fair value of the Company’s derivative instruments is described in Note 19.
Derivative assets and derivative liabilities are netted by counterparty on the Consolidated Balance Sheets if a “right of setoff” has been established in a master netting agreement between the Company and the counterparty. This netted derivative asset or liability position is also netted against the fair value of any cash collateral that has been pledged or received in accordance with a master netting agreement.

Citizens Financial Group, Inc. | 132134


The following table presents derivative instruments included on the Consolidated Balance Sheets:
December 31, 2019 December 31, 2018December 31, 2020December 31, 2019
(in millions)
Notional Amount (1)
Derivative AssetsDerivative Liabilities 
Notional Amount (1)
Derivative AssetsDerivative Liabilities(in millions)
Notional Amount (1)
Derivative AssetsDerivative Liabilities
Notional Amount (1)
Derivative AssetsDerivative Liabilities
Derivatives designated as hedging instruments:   Derivatives designated as hedging instruments:
Interest rate contracts
$29,846

$1

$—
 
$12,050

$5

$—
Interest rate contracts$22,300 $1 $3 $29,846 $1 $0 
Derivatives not designated as hedging instruments:   Derivatives not designated as hedging instruments:
Interest rate contracts142,386
772
133
 117,076
301
277
Interest rate contracts149,021 1,565 214 142,386 772 133 
Foreign exchange contracts15,101
174
166
 9,866
129
113
Foreign exchange contracts16,789 320 291 15,101 174 166 
TBA contractsTBA contracts11,149 65 
Other contracts6,868
37
23
 3,555
14
25
Other contracts8,297 259 61 6,868 37 23 
Total derivatives not designated as hedging instruments 983
322
  444
415
Total derivatives not designated as hedging instruments2,152 631 983 322 
Gross derivative fair values 984
322
  449
415
Gross derivative fair values2,153 634 984 322 
Less: Gross amounts offset in the Consolidated Balance Sheets (2)
 (107)(107)  (87)(87)
Less: Gross amounts offset in the Consolidated Balance Sheets (2)
(182)(182)(107)(107)
Less: Cash collateral applied (2)
 (70)(95)  (45)(36)
Less: Cash collateral applied (2)
(56)(324)(70)(95)
Total net derivative fair values presented in the Consolidated Balance Sheets 
$807

$120
  
$317

$292
Total net derivative fair values presented in the Consolidated Balance Sheets$1,915 $128 $807 $120 
(1) The notional or contractual amount of interest rate derivatives and foreign exchange contracts is the amount upon which interest and other payments under the contract are based. For interest rate contracts, the notional amount is typically not exchanged. Therefore, notional amounts should not be taken as the measure of credit or market risk, as they do not measure the true economic risk of these contracts.
(2) Amounts represent the impact of enforceable master netting agreements that allow the Company to net settle positive and negative positions as well as collateral paid and received.

The Company’s derivative transactions are internally divided into three sub-groups: institutional, customer and residential loan. Certain derivative transactions within these sub-groups are designated as fair value or cash flow hedges, as described below:
Derivatives Designated As Hedging Instruments
The Company’s institutional derivatives qualify for hedge accounting treatment. The net interest accruals on interest rate swaps designated in a fair value or cash flow hedge relationship are treated as an adjustment to interest income or interest expense of the item being hedged. The Company formally documents at inception all hedging relationships, as well as risk management objectives and strategies for undertaking various accounting hedges. Additionally, the Company monitors the effectiveness of its hedge relationships during the duration of the hedge period. The methods utilized to assess hedge effectiveness vary based on the hedge relationship and the Company monitors each relationship to ensure that management’s initial intent continues to be satisfied. The Company discontinues hedge accounting treatment when it is determined that a derivative is not expected to be, or has ceased to be, effective as a hedge and subsequently reflects changes in the fair value of the derivative in earnings after termination of the hedge relationship.
Fair Value Hedges
In a fair value hedge, changes in the fair value of both the derivative instrument and the hedged asset or liability attributable to the risk being hedged are recognized in the same income statement line item in the Consolidated Statements of Operations when the changes in fair value occur.
Citizens has outstanding interest rate swap agreements utilized to manage the interest rate exposure on its long-term borrowings, certain fixed rate residential mortgages and AFS debt securities. Certain fair value hedges have been designated as a last-of-layer hedge, which affords the Company the ability to execute a fair value hedge of the interest rate risk associated with a portfolio of similar prepayable assets whereby the last dollar amount estimated to remain in the portfolio of assets is identified as the hedged item.

Citizens Financial Group, Inc. | 133135


The following table presents the change in fair value of interest rate contracts designated as fair value hedges, as well as the change in fair value of the related hedged items attributable to the risk being hedged, included in the Consolidated Statements of Operations:
Year Ended December 31,
(in millions)202020192018Affected Line Item in the Consolidated Statements of Operations
Interest rate swaps hedging borrowed funds$65 $107 $8 Interest expense - long-term borrowed funds
Hedged long-term debt attributable to the risk being hedged(63)(107)(9)Interest expense - long-term borrowed funds
Interest rate swaps hedging fixed rate loans17 (17)Interest and fees on loans and leases
Hedged fixed rate loans attributable to the risk being hedged(17)17 Interest and fees on loans and leases
Interest rate swaps hedging debt securities available for sale(104)Interest income - investment securities
Hedged debt securities available for sale attributable to risk being hedged104 (8)Interest income - investment securities
 Year Ended December 31, 
(in millions)2019
 2018
 2017Affected Line Item in the Consolidated Statements of Operations
Change in fair value of interest rate swaps hedging borrowed funds
$107
 
$8
 
($26)Interest expense - long-term borrowed funds
Change in fair value of hedged long-term debt attributable to the risk being hedged(107) (9) 27
Interest expense - long-term borrowed funds
Change in fair value of interest rate swaps hedging fixed rate loans(17) 
 
Interest and fees on loans and leases
Change in fair value of hedged fixed rate loans attributable to the risk being hedged17
 
 
Interest and fees on loans and leases
Change in fair value of interest rate swaps hedging debt securities available for sale8
 
 
Interest income - investment securities
Change in fair value of hedged debt securities available for sale attributable to risk being hedged(8) 
 
Interest income - investment securities
The following table reflects amounts recorded on the Consolidated Balance Sheets related to cumulative basis adjustments for fair value hedges:    
December 31, 2019December 31, 2020December 31, 2019
(in millions)
Debt securities available for sale(1)
Residential mortgagesLong-term borrowed funds(in millions)
Debt securities available for sale(1)
Long-term borrowed funds
Debt securities available for sale(1)
Residential mortgagesLong-term borrowed funds
Carrying amount of hedged assets
$15,798

$976

$—
Carrying amount of hedged assets$10,869 $0 $15,798 $976 $0 
Carrying amount of hedged liabilities

4,689
Carrying amount of hedged liabilities3,307 4,689 
Cumulative amount of fair value hedging adjustments included in the carrying amount of the hedged items(8)17
50
Cumulative amount of fair value hedging adjustments included in the carrying amount of the hedged items96 112 (8)17 50 
(1) The Company designated $2.0 billion as the hedged amount (from a closed portfolio of prepayable financial assets with a carrying valueamortized cost basis of $10.9 billion and $15.8 billion as of December 31, 2019)2020 and December 31, 2019, respectively) in a last-of-layer hedging relationship, which commenced in the third quarter of 2019.
Cash Flow Hedges
In a cash flow hedge, the entire change in the fair value of the interest rate swap included in the assessment of hedge effectiveness is initially recorded in OCI and is subsequently reclassified from OCI to current period earnings (interest income or interest expense) in the same period that the hedged item affects earnings.
Citizens has outstanding interest rate swap agreements designed to hedge a portion of the Company’s floating-rate assets, and liabilities. All of these swaps have been deemed highly effective cash flow hedges. During the next 12 months, there are $4$7 million in pre-tax net gains on derivative instruments included in OCI expected to be reclassified to net interest income in the Consolidated Statements of Operations. This amount could differ from amounts actually recognized due to changes in interest rates, hedge de-designations, and the addition of other hedges subsequent to December 31, 2019.2020.
During the years ended December 31, 2020, 2019 2018 and 2017,2018, there were no gains or losses reclassified from OCI to current period earnings (other income) related to the discontinuance of a cash flow hedge where it became probable that the original forecasted transaction would no longer occur by the end of the originally specified time period.

Citizens Financial Group, Inc. | 134136


The following table presents the pre-tax net gains (losses) recorded in the Consolidated Statements of Operations and in the Consolidated Statements of Comprehensive Income relating to derivative instruments designated as cash flow hedges:
Amounts Recognized for the Year Ended December 31,
(in millions)202020192018
Amount of pre-tax net gains (losses) recognized in OCI$130 $138 ($44)
Amount of pre-tax net gains (losses) reclassified from OCI into interest income184 (68)(55)
Amount of pre-tax net (losses) gains reclassified from OCI into interest expense(35)11 12 
 Amounts Recognized for the Year Ended December 31,
(in millions)2019
 2018
 2017
Amount of pre-tax net gains (losses) recognized in OCI
$138
 
($44) 
($23)
Amount of pre-tax net losses reclassified from OCI into interest income(68) (55) 25
Amount of pre-tax net gains reclassified from OCI into interest expense11
 12
 



Derivatives not designated as hedging instruments
Economic Hedges
The Company’s economic hedges include those related to offsetting customer derivatives, residential mortgage loan derivatives (including interest rate lock commitments and forward sales commitments) and derivatives to hedge its residential MSR portfolio. Customer derivatives include interest rate and foreign exchange derivative contracts designed to meet the hedging and financing needs of the Company’s customers, and are economically hedged by the Company to offset its market exposure. Interest rate lock commitments on residential mortgage loans that will be held for sale are considered derivative instruments, and are economically hedged by entering into forward sale commitments to manage changes in fair value due to interest rate risk. Residential MSR portfolio derivatives are entered to hedge the risk of changes in the fair value of the Company’s MSR asset.
The following table presents the effect of economic hedges on noninterest income:
 Amounts Recognized in Noninterest Income for the Year Ended December 31,Affected Line Item in the Consolidated Statements of Operations
(in millions)2019
 2018
 2017
Economic hedge type:      
Customer interest rate contracts
$687
 
$5
 
$5
Foreign exchange and interest rate products
Customer foreign exchange contracts(166) (54) 172
Foreign exchange and interest rate products
Derivatives transactions to hedge interest rate risk(620) 43
 46
Foreign exchange and interest rate products
Derivatives transactions to hedge foreign exchange risk200
 158
 (151)Foreign exchange and interest rate products
Residential loan commitments8
 (3) 2
Mortgage banking fees
Forward sale contracts20
 21
 (8)Mortgage banking fees
Interest rate derivative contracts used to hedge residential MSRs(1)
134
 35
 
Mortgage banking fees
Total
$263
 
$205
 
$66
 

Amounts Recognized in Noninterest Income for the Year Ended December 31,Affected Line Item in the Consolidated Statements of Operations
(in millions)202020192018
Economic hedge type:
Customer interest rate contracts$1,234 $687 $5 Foreign exchange and interest rate products
Customer foreign exchange contracts216 (166)(54)Foreign exchange and interest rate products
Derivatives transactions to hedge interest rate risk(1,188)(620)43 Foreign exchange and interest rate products
Derivatives transactions to hedge foreign exchange risk(263)200 158 Foreign exchange and interest rate products
Residential loan commitments179 (3)Mortgage banking fees
Derivative contracts used to hedge residential loan commitments(50)20 21 Mortgage banking fees
Derivative contracts used to hedge residential MSRs(1)
311 134 35 Mortgage banking fees
Other derivative contracts(9)Foreign exchange and interest rate products
Derivative transactions to hedge other derivative risk13Foreign exchange and interest rate products
Total$443 $263 $205 
(1)Includes ($5) million related to interest rate derivative contracts used to hedge residential MSRs valued at LOCOM for the year ended December 31, 2019.


NOTE 14 - EMPLOYEE BENEFITS
Pension Plans
Citizens maintains a non-contributory pension plan (the “Qualified Plan”) that was closed to new hires and re-hires effective January 1, 2009, and frozen to all participants effective December 31, 2012. Benefits under the Qualified Plan are based on employees’ years of service and highest 5-year average of eligible compensation. The Qualified Plan is funded on a current basis, in compliance with the requirements of ERISA. Citizens also provides an unfunded, non-qualified supplemental retirement plan (the “Non-Qualified Plan”), which was closed and frozen effective December 31, 2012. The Company’s Qualified Plan and Non-Qualified Plan are collectively referred to as the Company’s “Pension Plans”. The Pension Plans’ investments include equity-oriented and fixed income-oriented investments, including but not limited to government obligations, corporate bonds, and common and collective equity and fixed income funds.

Citizens Financial Group, Inc. | 135137



The following table presents changes in the fair value of the Company’s Pension Plans’ assets, projected benefit obligation, funded status, and accumulated benefit obligation:
 Year Ended December 31,
 Qualified Plan Non-Qualified Plan
(in millions)2019
 2018
 2019
 2018
Fair value of plan assets as of January 1
$1,050
 
$1,139
 
$—
 
$—
Actual return on plan assets259
 (81) 
 
Employer contributions
 50
 8
 8
Benefits and administrative expenses paid(63) (58) (8) (8)
Fair value of plan assets as of December 311,246
 1,050
 
 
Projected benefit obligation1,075
 972
 102
 95
Pension asset (obligation)
$171
 
$78
 
($102) 
($95)
Accumulated benefit obligation
$1,075
 
$972
 
$102
 
$95

Year Ended December 31,
Qualified PlanNon-Qualified Plan
(in millions)2020201920202019
Fair value of plan assets as of January 1$1,246 $1,050 $0 $0 
Actual return on plan assets165 259 
Employer contributions
Benefits and administrative expenses paid(68)(63)(8)(8)
Fair value of plan assets as of December 311,343 1,246 
Projected benefit obligation1,157 1,075 105 102 
Pension asset (obligation)$186 $171 ($105)($102)
Accumulated benefit obligation$1,157 $1,075 $105 $102 
The Company’s projected benefit obligation increased for the year ending December 31, 2019,2020, due to the decrease in the discount rate assumption, partially offset by updated mortality assumptions. Citizens recognized actuarial gains and losses on the Pension Plans in AOCI resulting in an ending balance of $551$571 million and $618$551 million at December 31, 20192020 and 2018,2019, respectively.
NaNCitizens does 0t plan to contribute to the Qualified Plan in 2021. No contributions were made to the Qualified Plan in 2019 and 0 contribution is planned for 2020.2020 or 2019. Citizens contributed $50expects to contribute $8 million to the qualified planNon-Qualified Plan in 2018. Citizens2021 and contributed $8 million to the Non-Qualified Plan in 20192020 and expects to contribute $8 million in 2020.2019.
The following table presents other changes in plan assets and benefit obligations recognized in OCI for the Company’s Pension Plans:
 Year Ended December 31,
(in millions)2019
 2018
 2017
Net periodic pension income
($5) 
($16) 
($2)
Net actuarial (gain) loss(49) 49
 (31)
Amortization of prior service credit
 1
 1
Amortization of net actuarial loss(19) (17) (18)
Total (loss) gain recognized in other comprehensive loss(68) 33
 (48)
Total (loss) gain recognized in net periodic pension (income) cost and other comprehensive loss
($73) 
$17
 
($50)

Year Ended December 31,
(in millions)202020192018
Net periodic pension income($22)($5)($16)
Net actuarial loss (gain)37 (49)49 
Amortization of prior service credit
Amortization of net actuarial loss(17)(19)(17)
Total gain (loss) recognized in other comprehensive loss20 (68)33 
Total (loss) gain recognized in net periodic pension (income) cost and other comprehensive loss($2)($73)$17 
Costs under the Company’s Pension Plans are actuarially computed and include current service costs and amortization of prior service costs over the participants’ average future working lifetime. The actuarial cost method used in determining the net periodic pension cost is the projected unit method.    

The following table presents the components of net periodic pension (income) cost for the Company’s Pension Plans:
 Year Ended December 31,
 Qualified Plan Non-Qualified Plan Total
(in millions)2019
 2018
 2017
 2019
 2018
 2017
 2019
 2018
 2017
Service cost
$3
 
$3
 
$3
 
$—
 
$—
 
$—
 
$3
 
$3
 
$3
Interest cost41
 39
 42
 4
 4
 4
 45
 43
 46
Expected return on plan assets(72) (79) (69) 
 
 
 (72) (79) (69)
Amortization of actuarial loss17
 15
 16
 2
 2
 2
 19
 17
 18
Net periodic pension (income) cost(1)

($11) 
($22) 
($8) 
$6
 
$6
 
$6
 
($5) 
($16) 
($2)

Year Ended December 31,
Qualified PlanNon-Qualified PlanTotal
(in millions)202020192018202020192018202020192018
Service cost$3 $3 $3 $0 $0 $0 $3 $3 $3 
Interest cost37 41 39 40 45 43 
Expected return on plan assets(82)(72)(79)(82)(72)(79)
Amortization of actuarial loss14 17 15 17 19 17 
Net periodic pension (income) cost(1)
($28)($11)($22)$6 $6 $6 ($22)($5)($16)
(1) In the Consolidated Statements of Operations, service cost is presented in salaries and employee benefits, and all other components of net periodic pension (income) cost are presented in other operating expense.


Citizens Financial Group, Inc. | 136138



The following table presents the expected future benefit payments for the Company’s Pension Plans:
(in millions)
Expected benefit payments by fiscal year ending:
December 31, 2020
$67
December 31, 202168$69 
December 31, 20226870 
December 31, 20236870 
December 31, 20246970 
December 31, 202570 
December 31, 2026 - 20292030348351 

401(k) Plan
Citizens sponsors a 401(k) Plan under which employee tax-deferred/Roth after-tax contributions to the 401(k) Plan are matched by the Company after completion of one year of service. Contributions are matched at 100% up to an overall limitation of 4% on a pay period basis. Substantially all employees will receive an additional 2% of earnings after completion of one year of service, subject to limits set by the Internal Revenue Service. Amounts contributed and expensed by the Company were $78 million in 2020 compared to $72 million in 2019 compared toand $68 million in 2018 and $61 million in 2017.2018.
NOTE 15 - ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS)
The following table presents the changes in the balances, net of income taxes, of each component of AOCI:
(in millions) Net Unrealized (Losses) Gains on Derivatives Net Unrealized (Losses) Gains on Securities Employee Benefit Plans Total AOCI
Balance at January 1, 2017 
($88) 
($186) 
($394) 
($668)
Other comprehensive loss before reclassifications (14) (6) 
 (20)
Amounts reclassified to the Consolidated Statements of Operations (16) (2) 31
 13
Net other comprehensive (loss) income (30) (8) 31
 (7)
Reclassification of tax effects resulting from the 2017 Tax Legislation (1)
 
($25) 
($42) 
($78) 
($145)
Balance at December 31, 2017 
($143) 
($236) 
($441) 
($820)
Other comprehensive loss before reclassifications (33) (239) 
 (272)
Other-than-temporary impairment not recognized in earnings on securities 
 (3) 
 (3)
Amounts reclassified to the Consolidated Statements of Operations 33
 (12) (22) (1)
Net other comprehensive loss 
 (254) (22) (276)
Balance at December 31, 2018 
($143) 
($490) 
($463) 
($1,096)
Other comprehensive income before reclassifications 103
 501
 
 604
Amounts reclassified to the Consolidated Statements of Operations 43
 (15) 48
 76
Net other comprehensive income 146
 486
 48
 680
Cumulative effect of change in accounting standards 
 5
 
 5
Balance at December 31, 2019 
$3
 
$1
 
($415) 
($411)
Primary income statement location of amounts reclassified from AOCI Net interest income Securities gains, net
 Other operating expense  

(1) As of December 31, 2017, the balance of AOCI reflects the retrospective adoption of FASB ASU 2018-02, Income Statement-Reporting Comprehensive Income (Topic 220): Reclassification of Certain Tax Effects from Accumulated Other Comprehensive Income.

(in millions)Net Unrealized (Losses) Gains on DerivativesNet Unrealized (Losses) Gains on SecuritiesEmployee Benefit PlansTotal AOCI
Balance at January 1, 2018($143)($236)($441)($820)
Other comprehensive loss before reclassifications(33)(239)(272)
Other-than-temporary impairment not recognized in earnings on debt securities(3)(3)
Amounts reclassified to the Consolidated Statements of Operations33 (12)(22)(1)
Net other comprehensive loss(254)(22)(276)
Balance at December 31, 2018($143)($490)($463)($1,096)
Other comprehensive income before reclassifications103 501 604 
Amounts reclassified to the Consolidated Statements of Operations43 (15)48 76 
Net other comprehensive income146 486 48 680 
Cumulative effect of change in accounting principle
Balance at December 31, 2019$3 $1 ($415)($411)
Other comprehensive income before reclassifications97 382 479 
Amounts reclassified to the Consolidated Statements of Operations(111)(3)(14)(128)
Net other comprehensive (loss) income(14)379 (14)351 
Balance at December 31, 2020($11)$380 ($429)($60)
Primary location in the Consolidated Statement of Operations of amounts reclassified from AOCINet interest incomeSecurities gains, netOther operating expense
Citizens Financial Group, Inc. | 137139



NOTE 16 - STOCKHOLDERS’ EQUITY
Preferred Stock
The following table provides the number of authorized preferred shares, the number of issued and outstanding, the liquidation value per share and the carrying amount as of December 31:
  2019 201820202019
(in millions, except per share and share data)Liquidation value per share Preferred Shares Carrying Amount Preferred SharesCarrying Amount(in millions, except per share and share data)Liquidation value per sharePreferred SharesCarrying AmountPreferred SharesCarrying Amount
Authorized ($25 par value)  100,000,000
   100,000,000
 Authorized ($25 par value)100,000,000 100,000,000 
Issued and outstanding       Issued and outstanding
Series A$1,000 250,000
 $247 250,000
$247Series A$1,000250,000 $247250,000 $247
Series B1,000
 300,000 296
 300,000
296
Series B1,000 300,000 296 300,000 296 
Series C1,000
 300,000
 297
 300,000
297
Series C1,000 300,000 297 300,000 297 
Series D1,000
(1) 
300,000
(2) 
293
 

Series D1,000 (1)300,000 (2)293 300,000 293 
Series E1,000
(1) 
450,000
(3) 
437
 

Series E1,000 (1)450,000 (3)437 450,000 437 
Series FSeries F1,000 400,000 395 
Total issued and outstanding  1,600,000
 $1,570 850,000
$840Total issued and outstanding2,000,000 $1,9651,600,000 $1,570
(1) Equivalent to $25 per depositary share.
(2) Represented by 12,000,000 depositary shares each representing a 1/40th interest in the Series D Preferred Stock.
(3) Represented by 18,000,000 depositary shares each representing a 1/40th interest in the Series E Preferred Stock.

The following table provides information related to the Company’s preferred stock outstanding as of December 31, 2019:
2020:
(in millions, except per share and share data)
Preferred Stock(1)
Issue DateNumber of Shares Issued
Dividend Dates(3)(2)
Annual Per Share Dividend Rate
Optional Redemption Date(4)(3)
Series A(1)
April 6, 2015250,000Semi-annually beginning October 6, 2015 until April 6, 20205.500% until April 6, 2020April 6, 2020
Quarterly beginning July 6, 20203 Mo. LIBOR plus 3.960% beginning April 6, 2020
Series B(1)
May 24, 2018300,000Semi-annually beginning January 6, 2019 until July 6, 20236.000% until July 6, 2023July 6, 2023
Quarterly beginning October 6, 20233 Mo. LIBOR plus 3.003% beginning July 6, 2023
Series C(1)
October 25, 2018300,000Quarterly beginning January 6, 2019 until April 6, 20246.375% until April 6, 2024April 6, 2024
Quarterly beginning July 6, 20243 Mo. LIBOR plus 3.157% beginning April 6, 2024
Series D(1)
January 29, 2019
300,000(5)(4)
Quarterly beginning April 6, 2019 until April 6, 20246.350% until April 6, 2024April 6, 2024
Quarterly beginning July 6, 20243 Mo. LIBOR plus 3.642% beginning April 6, 2024
Series E(2)
October 28, 2019
450,000(6)(5)
Quarterly beginning January 6, 20205.000%January 6, 2025
Series FJune 4, 2020400,000Quarterly beginning October 6, 2020 until October 6, 20255.650% until October 6, 2025October 6, 2025
Quarterly beginning January 6, 20265 Yr. US Treasury rate plus 5.313% beginning October 6, 2025
(1) Series A through D are non-cumulative fixed-to-floating rate perpetual preferred stock, Series E is non-cumulative fixed-rate perpetual preferred stock, and Series F is non-cumulative fixed-rate reset perpetual preferred stock. Except in limited circumstances, theeach series of preferred stock does not have voting rights.
(2) Series are non-cumulative fixed rate perpetual preferred stock. Except in limited circumstances, the preferred stock does not have voting rights.
(3) Dividends are payable when, and if, declared by the Company’s Board of Directors or an authorized committee thereof.    
(4)(3) Redeemable at the Company’s option, in whole or in part, on any dividend payment date on or after the date stated, or in whole but not in part, at any time within 90 days following a regulatory capital treatment event a as defined in the applicable certificate of designations, in each case at a redemption price equal to $1,000 per share, plus any declared and unpaid dividends, without accumulation of any undeclared dividends. Under current rules, any redemption is subject to approval by the FRB.
(5)(4) Represented by 12,000,000 depositary shares each representing a 1/40th interest in the Series D Preferred Stock.
(6)(5) Represented by 18,000,000 depositary shares each representing a 1/40th interest in the Series E Preferred Stock.

Citizens Financial Group, Inc. | 138140


Dividends
The following table provides information related to dividends per share and in the aggregate, declared and paid, for each type of stock issued and outstanding for the year ended December 31:
  2019 2018 2017
(in millions, except per share and share data) Dividends per ShareDividends DeclaredDividends Paid Dividends per ShareDividends DeclaredDividends Paid Dividends per ShareDividends DeclaredDividends Paid
Common stock 
$1.36

$617

$617
 
$0.98

$471

$471
 
$0.64

$322

$322
Preferred stock            
Series A 
$55.00

$14

$14
 
$55.00

$14

$14
 
$55.00

$14

$14
Series B 60.00
18
20
 37.00
11

 


Series C 63.75
19
18
 12.57
4

 


Series D 59.45
18
13
 


 


Series E 9.44
4

 


 


Total preferred stock  
$73

$65
  
$29

$14
  
$14

$14

202020192018
(in millions, except per share and share data)Dividends per ShareDividends DeclaredDividends PaidDividends per ShareDividends DeclaredDividends PaidDividends per ShareDividends DeclaredDividends Paid
Common stock$1.56 $672 $672 $1.36 $617 $617 $0.98 $471 $471 
Preferred stock
Series A$62.59 $15 $13 $55.00 $14 $14 $55.00 $14 $14 
Series B60.00 18 18 60.00 18 20 37.00 11 
Series C63.75 19 19 63.75 19 18 12.57 
Series D63.50 19 19 59.45 18 13 
Series E50.00 23 21 9.44 
Series F33.27 13 
Total preferred stock$107 $98 $73 $65 $29 $14 
Treasury Stock
The purchase of the Company’s common stock is recorded at cost. At the date of retirement or subsequent reissuance, treasury stock is reduced by the cost of such stock on a first-in, first-out basis with differences recorded in additional paid-in capital or retained earnings, as applicable.
During the year ended December 31, 2020, the Company paid $270 million to repurchase 7,548,655 common shares at a weighted-average price of $35.77. During the year ended December 31, 2020, the Company recorded 0 shares of treasury stock associated with share-based compensation plan activity.
During the year ended December 31, 2019, the Company paid $1.220 billion to repurchase 34,305,768 common shares at a weighted-averagean average price of $35.56. During the year ended December 31, 2019, the Company recorded 0 shares of treasury stock associated with share-based compensation plan activity.
During the year ended December 31, 2018, the Company paid $1.025 billion to repurchase 25,773,807 common shares at an average price of $39.77. During the year ended December 31, 2018, the Company recorded 0 shares of treasury stock associated with share-based compensation plan activity.    
NOTE 17 - SHARE-BASED COMPENSATION
Citizens has share-based employee compensation plans as outlined below, pursuant to which stock awards are granted to employees and non-employee directors.
Employees of the Company hold time-based restricted stock units and performance-based restricted stock units. A restricted stock unit is the right to receive shares of stock on a future date, which may be subject to time-based vesting conditions and/or performance-based vesting conditions. If a dividend is paid on shares underlying the awards prior to the date such shares are distributed, those dividends will be distributed following vesting in the same form as the dividend that has been paid to common stockholders generally.
Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan. Certain employees of the Company hold time-based restricted stock units and performance-based restricted stock units granted under this plan. Time-based restricted stock units granted generally become vested ratably over a 3-year period and performance-based restricted stock units granted generally become vested in a single installment at the end of a 3-year performance period, depending on the level of performance achieved during such period.
Citizens Financial Group, Inc. 2014 Non-Employee Directors Compensation Plan. Non-employee directors receive grants of time-based restricted stock units under this plan as compensation for their services pursuant to the Citizens Financial Group, Inc. Directors Compensation Policy. Restricted stock units granted to directors are fully vested on the grant date, with settlement of the awards deferred until a director’s cessation of service.
Citizens Financial Group, Inc. 2014 Employee Stock Purchase Plan. Citizens also maintains the Citizens Financial Group, Inc. Employee Stock Purchase Plan (the “ESPP”), which provides eligible employees an opportunity to purchase its common stock at a 10% discount, through accumulated payroll deductions. Eligible employees may contribute up to 10% of eligible compensation to the ESPP, up to a maximum purchase of $25,000 worth of stock in any calendar year. Offering periods under the ESPP are quarterly. Shares of CFG common stock are purchased for a participant on the last day of each quarter at a 10% discount from the fair market value (fair market value under the plan is defined as the closing price on the day of purchase). Prior to the date the shares are purchased, participants do not have any rights or privileges as a stockholder with respect to shares to be purchased at the end of the offering period.

Citizens Financial Group, Inc. | 139141


Summary of Share-Based Plans Activity
The following table presents the activity related to the Company’s share-based plans (excluding the ESPP) for the year ended December 31, 2019:2020:
 Shares
Underlying Awards
 Weighted-Average Grant Price
Outstanding, January 12,893,281
 
$34.04
Granted1,677,167
 36.21
Vested & Distributed(1,518,836) 32.21
Forfeited(51,388) 38.29
Outstanding, December 313,000,224
 
$36.71

Shares
Underlying Awards
Weighted-Average Grant Price
Outstanding, January 13,000,224 $36.71 
Granted1,947,902 32.64 
Vested & Distributed(1,384,091)38.59 
Forfeited(67,804)35.89 
Outstanding, December 313,496,231 $34.37 
During the years ended December 31, 2020, 2019 2018 and 2017,2018, the following number of CFG share awards were granted: 2019 (1,677,1672020 (1,947,902 granted with a weighted-average grant price of $32.64); 2019 (1,677,167 granted with weighted-average grant price of $36.21); and 2018 (1,174,501 granted with weighted-average grant price of $39.54); and 2017 (1,256,816 granted with weighted-average grant price of $39.09).
In addition, the following number of CFG share awards became vested and distributed: 2019 (1,518,8362020 (1,384,091 vested and distributed with a weighted-average grant price of $38.59); 2019 (1,518,836 vested with weighted-average grant price of $32.21); and 2018 (877,111 vested with weighted-average grant price of $30.50); and 2017 (1,426,850 vested with weighted-average grant price of $21.91).
There are 48,116,98746,236,889 shares of Company common stock available for awards to be granted under the Omnibus Plan and Directors Plan. In addition, there are 5,782,8775,024,904 shares available for awards under the ESPP. Upon settlement of share-based awards, the Company generally issues new shares, but may also issue shares from treasury stock.
Citizens measures compensation expense related to stock awards based upon the fair value of the awards on the grant date. Compensation expense is adjusted for forfeitures as they occur. The related expense is charged to earnings on a straight-line basis over the requisite service period (e.g., vesting period) of the award. With respect to performance-based stock awards, compensation expense is adjusted upward or downward based upon the probability of achievement of performance. Awards that continue to vest after retirement are expensed over the shorter of the period of time from grant date to the final vesting date or from the grant date to the date when an employee is retirement eligible. Awards granted to employees who are retirement eligible at the grant date are generally expensed immediately upon grant.
Share-based compensation expense (including ESPP) was $55$48 million, $41$55 million, and $39$41 million for the years ended December 31, 2020, 2019, 2018, and 2017,2018, respectively. At December 31, 2019,2020, the total unrecognized compensation expense for nonvested equity awards granted was $47$43 million. This expense is expected to be recognized over a weighted-average period of approximately two years. No share-based compensation costs were capitalized during the years ended December 31, 2020, 2019, 2018, and 2017.2018.
TheCitizens recognized income tax benefit recognized in earnings based on the compensation expense recognized for allbenefits related to share-based compensation arrangements amounted toof $8 million, $1 million $3 million and $9$3 million for the years ended December 31, 2020, 2019, 2018, and 2017,2018, respectively.
NOTE 18 - COMMITMENTS AND CONTINGENCIES
A summary of outstanding off-balance sheet arrangements is presented below:
 December 31,
(in millions)2019
 2018
Commitments to extend credit
$72,743
 
$69,553
Letters of credit2,190
 2,125
Risk participation agreements37
 19
Loans sold with recourse37
 5
Marketing rights33
 37
Total
$75,040
 
$71,739


December 31,
(in millions)20202019
Commitments to extend credit$74,160 $72,743 
Letters of credit2,239 2,190 
Risk participation agreements98 37 
Loans sold with recourse54 37 
Marketing rights29 33 
Total$76,580 $75,040 
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Commitments to Extend Credit
Commitments to extend credit are agreements to lend to customers in accordance with conditions contractually agreed upon in advance. Generally, the commitments have fixed expiration dates or termination clauses and may require payment of a fee. Since many of these commitments are expected to expire without being drawn upon, the contract amounts are not necessarily indicative of future cash requirements.
The Company’s commercial loan trading desk provides ongoing secondary market support and liquidity to its clients. Unsettled loan trades (i.e., loan purchase contracts) represent firm commitments to purchase loans from a third party at an agreed-upon price. Principal amounts associated with unsettled commercial loan trades are off-balance sheet commitments until delivery of the loans has taken place. The principal balances of unsettled commercial loan trade purchases and sales were $170 million and $237 million, respectively, at December 31, 2020 and $183 million and $236 million, respectively, at December 31, 2019 and $68 million and $161 million, respectively, at December 31, 2018.2019.
Letters of Credit
Letters of credit in the table above reflect commercial, standby financial and standby performance letters of credit. Standby letters of credit, both financial and performance, are issued by the Company for its customers. They are used as conditional guarantees of payment to a third party in the event the customer either fails to make specific payments (financial) or fails to complete a specific project (performance). The Company’s exposure to credit loss in the event of counterparty nonperformance in connection with the above instruments is represented by the contractual amount of those instruments, net of the value of collateral held. Generally, letters of credit are collateralized by cash, accounts receivable, inventory or investment securities. Credit risk associated with letters of credit is considered in determining the appropriate amounts of reserves for unfunded commitments. Standby letters of credit and commercial letters of credit are issued for terms of up to ten years and one year, respectively.
Other Commitments
Citizens has additional off-balance sheet arrangements that are summarized below:
Marketing Rights - During 2003, Citizens entered into a 25-year agreement to acquire the naming and marketing rights of a baseball stadium in Pennsylvania.
25-year agreement to acquire the naming and marketing rights of a baseball stadium in Pennsylvania.
Loans sold with recourse - Citizens is an originator and servicer of residential mortgages and routinely sells such mortgage loans in the secondary market and to GSEs. In the context of such sales, the Company makes certain representations and warranties regarding the characteristics of the underlying loans and, as a result, may be contractually required to repurchase such loans or indemnify certain parties against losses for certain breaches of those representations and warranties. The Company also sells the government guaranteed portion of certain SBA loans to outside investors, for which it retains the servicing rights.
Risk Participation Agreements - RPAs are guarantees issued by the Company to other parties for a fee, whereby the Company agrees to participate in the credit risk of a derivative customer of the other party. The current amount of credit exposure is spread out over 89 counterparties. RPAs generally have terms ranging from one year to five years; however, certain outstanding agreements have terms as long as ten years.
Risk Participation Agreements - RPAs are guarantees issued by the Company to other parties for a fee, whereby the Company agrees to participate in the credit risk of a derivative customer of the other party. The current amount of credit exposure is spread out over 77 counterparties. RPAs generally have terms ranging from one year to five years; however, certain outstanding agreements have terms as long as nine years.
Contingencies
The Company operates in a legal and regulatory environment that exposes it to potentially significant risks. A certain amount of litigation ordinarily results from the nature of the Company’s banking and other businesses. The Company is a party to legal proceedings, including class actions. The Company is also the subject of investigations, reviews, subpoenas, and regulatory matters arising out of its normal business operations, which, in some instances, relate to concerns about fair lending, unfair and/or deceptive practices, mortgage-related issues, and mis-selling of certain products. In addition, the Company engages in discussions with relevant governmental and regulatory authorities on a regular and ongoing basis regarding various issues, and any issues discussed or identified may result in investigatory or other action being taken. Litigation and regulatory matters may result in settlements, damages, fines, penalties, public or private censure, increased costs, required remediation, restrictions on business activities, or other impacts on the Company.
In these disputes and proceedings, the Company contests liability and the amount of damages as appropriate. Given their complex nature, and based on the Company's experience, it may be years before some
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of these matters are finally resolved. Moreover, before liability can be reasonably estimated for a claim, numerous legal and factual issues may need to be examined, including through potentially lengthy discovery and determination of important

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factual matters, and by addressing novel or unsettled legal issues relevant to the proceedings in question. The Company cannot predict with certainty if, how, or when such claims will be resolved or what the eventual settlement, fine, penalty or other relief, if any, may be, particularly for claims that are at an early stage in their development or where claimants seek substantial or indeterminate damages. The Company recognizes a provision for a claim when, in the opinion of management after seeking legal advice, it is probable that a liability exists and the amount of loss can be reasonably estimated. In many proceedings, however, it is not possible to determine whether any loss is probable or to estimate the amount of any loss.
Based on information currently available, the advice of legal counsel and other advisers, and established reserves, management believes that the aggregate liabilities, if any, potentially arising from these proceedings will not have a materially adverse effect on the Company’s Consolidated Financial Statements.
NOTE 19 - FAIR VALUE MEASUREMENTS
Citizens measures or monitors many of its assets and liabilities on a fair value basis. Fair value is used on a recurring basis for assets and liabilities for which fair value is the required or elected measurement basis of accounting. Additionally, fair value is used on a nonrecurring basis to evaluate assets for impairment or for disclosure purposes. Nonrecurring fair value adjustments typically involve the application of lower of cost or market accounting or write-downs of individual assets. Citizens also applies the fair value measurement guidance to determine amounts reported for certain disclosures in this Note for assets and liabilities that are not required to be reported at fair value in the financial statements.
Fair Value Option
Citizens elected to account for residential mortgage LHFS and certain commercial and industrial, and commercial real estate LHFS at fair value. The election of the fair value option for financial assets and financial liabilities is optional and irrevocable. Applying fair value accounting to the residential mortgage LHFS better aligns the reported results of the economic changes in the value of these loans and their related economic hedge instruments. Certain commercial and industrial, and commercial real estate held for sale loansLHFS are managed by a commercial secondary loan desk that provides liquidity to banks, finance companies and institutional investors. Applying fair value accounting to this portfolio is appropriate because the Company holds these loans with the intent to sell within the near-term periods.
The following table presents the difference between the aggregate fair value and the aggregate unpaid principal balance of LHFS measured at fair value:
 December 31, 2019 December 31, 2018
(in millions)Aggregate Fair ValueAggregate Unpaid PrincipalAggregate Fair Value Less Aggregate Unpaid Principal Aggregate Fair ValueAggregate Unpaid PrincipalAggregate Fair Value Less Aggregate Unpaid Principal
Residential mortgage loans held for sale, at fair value
$1,778

$1,727

$51
 
$967

$967

$—
Commercial and commercial real estate loans held for sale, at fair value168
175
(7) 252
252


December 31, 2020December 31, 2019
(in millions)Aggregate Fair ValueAggregate Unpaid PrincipalAggregate Fair Value Less Aggregate Unpaid PrincipalAggregate Fair ValueAggregate Unpaid PrincipalAggregate Fair Value Less Aggregate Unpaid Principal
Residential mortgage loans held for sale, at fair value$3,416 $3,260 $156 $1,778 $1,727 $51 
Commercial and industrial, and commercial real estate loans held for sale, at fair value148 153 (5)168 175 (7)

Residential Mortgage Loans Held for Sale
The fair value of residential mortgage LHFS is derived from observable mortgage security prices and includes adjustments for loan servicing value, agency guarantee fees, and other loan level attributes which are mostly observable in the marketplace. Credit risk does not significantly impact the valuation since these loans are sold shortly after origination. Therefore, the Company classifies the residential mortgage LHFS in Level 2 of the fair value hierarchy.
The residentialResidential mortgage loans accounted for under the fair value option are initially measured at fair value (i.e., acquisition cost) when the financial asset is acquired. Subsequent changes in fair value are recognized in mortgage banking fees on the Consolidated Statements of Operations. The Company recognized changes in fair value in mortgage banking income of $6 million for the years ended December 31, 2019, 2018 and 2017.
Interest income on residential mortgage loans held for sale is calculated based on the contractual interest rate of the loan and is recorded in interest income.

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Commercial and Industrial, and Commercial Real Estate Loans Held for Sale
The fair value of commercial and industrial, and commercial real estate LHFS is estimated using observable prices of similar loans that transact in the marketplace. In addition, Citizens uses external pricing services that provide estimates of fair values based on quotes from various dealers transacting in the market, sector curves or benchmarking techniques. Therefore, the Company classifies the commercial and industrial, and commercial real estate loans managed by the commercial secondary loan desk in Level 2 of the fair value hierarchy given the observable market inputs.
There were no0 loans in this portfolio that were 90 days or more past due or nonaccruing as of December 31, 2019.2020. The loans accounted for under the fair value option are initially measured at fair value when the financial asset is recognized. Subsequent changes in fair value are recognized in other noninterest incomecapital markets fees on the Consolidated Statements of Operations. Since all loans in the Company’s commercial trading portfolio consist of floating rate obligations, all changes in fair value are due to changes in credit risk. Such credit-related fair value changes may include observed changes in overall credit spreads and/or changes to the creditworthiness of an individual borrower. Unsettled trades within the commercial trading portfolio are not recognized on the Consolidated Balance Sheets and represent off-balance sheet commitments. Refer to Note 18 for further information.
Interest income on commercial and industrial, and commercial real estate loans held for sale is calculated based on the contractual interest rate of the loan and is recorded in interest income. Citizens recognized $5 million, ($2) million and $4 million for the years ended December 31, 2019, 2018 and 2017, respectively, in other noninterest income related to its commercial trading portfolio.
Recurring Fair Value Measurements
Citizens measures fair value using the price that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants at the measurement date. Fair value is based upon quoted market prices in an active market, where available. If quoted prices are not available, observable market-based inputs or independently sourced parameters are used to develop fair value, whenever possible. Such inputs may include prices of similar assets or liabilities, yield curves, interest rates, prepayment speeds, and foreign exchange rates.
A portion of the Company’s assets and liabilities are carried at fair value, including securities available for sale, derivative instruments and other investment securities. In addition, the Company elects to account for its loans associated with its mortgage banking business and secondary loan trading desk at fair value. Citizens classifies its assets and liabilities that are carried at fair value in accordance with the three-level valuation hierarchy:
Level 1. Quoted prices (unadjusted) in active markets for identical assets or liabilities.
Level 2. Observable inputs other than Level 1 prices, such as quoted prices for similar instruments, quoted prices in markets that are not active, or other inputs that are observable or can be corroborated by market data for substantially the full term of the asset or liability.
Level 3. Unobservable inputs that are supported by little or no market information and that are significant to the fair value measurement.
Classification in the hierarchy is based upon the lowest level input that is significant to the fair value measurement of the asset or liability. For instruments classified in Levels 1 and 2 where inputs are primarily based upon observable market data, there is less judgment applied in arriving at the fair value. For instruments classified in Level 3, management judgment is more significant due to the lack of observable market data.
Citizens reviews and updates the fair value hierarchy classifications on a quarterly basis. Changes from one quarter to the next related to the observability of inputs in fair value measurements may result in a reclassification between the fair value hierarchy levels and are recognized based on period-end balances.

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Citizens utilizes a variety of valuation techniques to measure its assets and liabilities at fair value. The valuation methodologies used for significant assets and liabilities carried on the balance sheet at fair value on a recurring basis are presented below:
Debt securities available for sale
The fair value of debt securities classified as AFS is based upon quoted prices, if available. Where observable quoted prices are available in an active market, the security is classified as Level 1 in the fair value hierarchy. Classes of instruments that are valued using this market approach include debt securities issued by the U.S. Treasury. If quoted market prices are not available, the fair value for the security is estimated under the market or income approach using pricing models. These instruments are classified as Level 2 because they currently trade in active markets and the inputs to the valuations are observable. The pricing models used to value securities generally begin with market prices (or rates) for similar instruments and make adjustments based on the characteristics of the instrument being valued. These adjustments reflect assumptions made regarding the sensitivity of each security’s value to changes in interest rates and prepayment speeds. Classes of instruments that are valued using this market approach include specified pool mortgage “pass-through” securities and other debt securities issued by U.S. government-sponsored entities and state and political subdivisions. The pricing models used to value securities under the income approach generally begin with the contractual cash flows of each security and make adjustments based on forecasted prepayment speeds, default rates, and other market-observable information. The adjusted cash flows are then discounted at a rate derived from observed rates of return for comparable assets or liabilities that are traded in the market. Classes of instruments that are valued using this market approach include residential and commercial CMOs.
The fair value of securities backed by education loans is estimated using observable inputs, including prices of similar securities that transact in the marketplace and current market assumptions related to yield, as well as unobservable inputs, including expected conditional default rates and prepayment speed estimates. Therefore, the Company classifies these asset-backed securities in Level 3 of the fair value hierarchy given the use of unobservable inputs.
A significant majority of the Company’s Level 1 and 2 debt securities are priced using an external pricing service. Citizens verifies the accuracy of the pricing provided by its primary outside pricing service on a quarterly basis. This process involves using a secondary external vendor to provide valuations for the Company’s securities portfolio for comparison purposes. Any valuation discrepancies beyond a certain threshold are researched and, if necessary, corroborated by an independent outside broker.
In certain cases where there is limited activity or less transparency around inputs to the valuation model, securities are classified as Level 3.
Mortgage Servicing Rights Fair Value Method
MSRs do not trade in an active market with readily observable prices. MSRs are classified as Level 3 since the valuation methodology utilizes significant unobservable inputs. The fair value wasis calculated using a discounted cash flow model which used assumptions, including weighted-average life, prepayment assumptions and weighted-average option adjusted spread. The underlying assumptions and estimated values are corroborated by values received from independent third parties based on their review of the servicing portfolio, and comparisons to market transactions. In addition, the MSR Policy is approved by the Asset Liability Committee. Refer to Note 7 for more information.
Derivatives
The vast majority of the Company’s derivatives portfolio is composed of “plain vanilla” interest rate swaps, which are traded in over-the-counter markets where quoted market prices are not readily available. For these interest rate derivatives, fair value is determined utilizing models that primarily use market observable inputs, such as swap rates and yield curves. The pricing models used to value interest rate swaps calculate the sum of each instrument’s fixed and variable cash flows, which are then discounted using an appropriate yield curve (i.e., LIBOR or Overnight Index Swap curve) to arrive at the fair value of each swap. The pricing models do not contain a high level of subjectivity as the methodologies used do not require significant judgment. Citizens also considers certain adjustments to the modeled price that market participants would make when pricing each instrument, including a credit valuation adjustment that reflects the credit quality of the swap counterparty. Citizens incorporates the effect of exposure to a particular counterparty’s credit by netting its derivative contracts with the available collateral and calculating a credit valuation adjustment on the basis of the net position with the counterparty where permitted. The determination of this adjustment requires judgment on
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behalf of Company management; however, the total amount of this portfolio-level adjustment is not material to the total fair value of the interest rate swaps in their entirety. Therefore, interest rate swaps are classified as Level 2 in the valuation hierarchy.
The Company’s other derivatives include foreign exchange contracts. The fair value of foreign exchange derivatives uses the mid-point of daily quoted currency spot prices. A valuation model estimates fair value based

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on the quoted spot rates together with interest rate yield curves and forward currency rates. Since all of these inputs are observable in the market, foreign exchange derivatives are classified as Level 2 in the fair value hierarchy.
Money Market Mutual Fund InvestmentsThe fair value of TBA contracts is estimated using observable prices of similar loan pools that transact in the marketplace, as well as sector curves and benchmarking techniques. Therefore, the Company classifies TBA contracts in Level 2 of the fair value hierarchy given the observable market inputs.
FairOther contracts primarily consist of interest rate lock commitments and forward sales commitments of residential MBS used to economically hedge existing mortgage commitments that are pending closure. Forward sales commitments are valued based on the value of similarly situated pools of mortgages trading in the market, adjusted for the unique characteristics of the pool. Since these inputs are observable in the market, these derivatives are classified as Level 2 in the fair value hierarchy. Interest rate lock commitments are valued utilizing internally generated loan closing rate assumptions, which are a significant unobservable input, and therefore are classified as Level 3 in the fair value hierarchy.
Equity Securities, at fair value
The fair value of money market mutual fund investments is determined based upon unadjusted quoted market prices and is considered a Level 1 fair value measurement.
The following table presents assets and liabilities measured at fair value, including gross derivative assets and liabilities, on a recurring basis at December 31, 2019:2020:
(in millions)TotalLevel 1Level 2Level 3
Debt securities available for sale:
Mortgage-backed securities$22,928 $0 $22,928 $0 
State and political subdivisions
U.S. Treasury and other11 11 
Total debt securities available for sale22,942 11 22,931 
Loans held for sale, at fair value:
Residential loans held for sale3,416 3,416 
Commercial loans held for sale148 148 
Total loans held for sale, at fair value3,564 3,564 
Mortgage servicing rights658 658 
Derivative assets:
Interest rate contracts1,566 1,566 
Foreign exchange contracts320 320 
TBA contracts
Other contracts259 62 197 
Total derivative assets2,153 1,956 197 
Equity securities, at fair value66 66 
Total assets$29,383 $77 $28,451 $855 
Derivative liabilities:
Interest rate contracts$217 $0 $217 $0 
Foreign exchange contracts291 291 
TBA contracts65 65 
Other contracts61 61 
Total derivative liabilities634 634 
Total liabilities$634 $0 $634 $0 
(in millions)Total
Level 1
Level 2
Level 3
Debt securities available for sale:    
Mortgage-backed securities
$20,537

$—

$20,537

$—
State and political subdivisions5

5

U.S. Treasury and other71
71


Total debt securities available for sale20,613
71
20,542

Loans held for sale, at fair value:    
Residential loans held for sale1,778

1,778

Commercial loans held for sale168

168

Total loans held for sale, at fair value1,946

1,946

Mortgage servicing rights642


642
Derivative assets:    
Interest rate contracts773

773

Foreign exchange contracts174

174

Other contracts37

18
19
Total derivative assets984

965
19
Equity securities, at fair value:    
Money market mutual fund investments47
47


Total equity securities, at fair value47
47


Total assets
$24,232

$118

$23,453

$661
Derivative liabilities:    
Interest rate contracts
$133

$—

$133

$—
Foreign exchange contracts166

166

Other contracts23

23

Total derivative liabilities322

322

Total liabilities
$322

$—

$322

$—


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The following table presents assets and liabilities measured at fair value, including gross derivative assets and liabilities, on a recurring basis at December 31, 2018:2019:
(in millions)Total
Level 1
Level 2
Level 3
Debt securities available for sale:    
Mortgage-backed securities
$19,866

$—

$19,866

$—
State and political subdivisions5

5

U.S. Treasury and other24
24


Total debt securities available for sale19,895
24
19,871

Loans held for sale, at fair value:    
Residential loans held for sale967

967

Commercial loans held for sale252

252

Total loans held for sale, at fair value1,219

1,219

Mortgage servicing rights600


600
Derivative assets:    
Interest rate contracts306

306

Foreign exchange contracts129

129

Other contracts14

14

Total derivative assets449

449

Equity securities, at fair value:    
Money market mutual fund investments181
181


Total equity securities, at fair value181
181


Total assets
$22,344

$205

$21,539

$600
Derivative liabilities:    
Interest rate contracts
$277

$—

$277

$—
Foreign exchange contracts113

113

Other contracts25

25

Total derivative liabilities415

415

Total liabilities
$415

$—

$415

$—

(in millions)TotalLevel 1Level 2Level 3
Debt securities available for sale:
Mortgage-backed securities$20,537 $0 $20,537 $0 
State and political subdivisions
U.S. Treasury and other71 71 
Total debt securities available for sale20,613 71 20,542 
Loans held for sale, at fair value:
Residential loans held for sale1,778 1,778 
Commercial loans held for sale168 168 
Total loans held for sale, at fair value1,946 1,946 
Mortgage servicing rights642 642 
Derivative assets:
Interest rate contracts773 773 
Foreign exchange contracts174 174 
Other contracts37 18 19 
Total derivative assets984 965 19 
Equity securities, at fair value47 47 
Total assets$24,232 $118 $23,453 $661 
Derivative liabilities:
Interest rate contracts$133 $0 $133 $0 
Foreign exchange contracts166 166 
Other contracts23 23 
Total derivative liabilities322 322 
Total liabilities$322 $0 $322 $0 
The following table presentpresents a rollforward of the balance sheet amounts for assets measured at fair value on a recurring basis and classified as Level 3 for the year ended December 31, 2019. There were no other derivative contracts measured at2020.
For the Year Ended December 31,
20202019
(in millions)Mortgage Servicing RightsAsset-Backed SecuritiesOther Derivative ContractsMortgage Servicing RightsOther Derivative Contracts
Beginning balance$642 $0 $19 $600 $0 
Transfers upon election of fair value method (1)
190 
Beginning balance, adjusted832 19 600 
Purchases813 
Issuances324 900 270 144 
Settlements (2)
(196)(1,133)(119)(161)
Changes in fair value during the period recognized in earnings (3)
(302)411 (109)17 
Transfers from Level 2 to Level 3 (4)
18 
Transfer from AFS to HTM (5)
(813)
Ending balance$658 $0 $197 $642 $19 
(1) Effective January 1, 2020, the Company elected to account for all MSRs previously accounted for under the amortization method under the fair value on a recurring basis and classified as Level 3 for the year ended December 31, 2018.
 For the Year Ended December 31,
 2019 2018
(in millions)Mortgage Servicing Rights Other Derivative Contracts Mortgage Servicing Rights
Beginning balance
$600
 
$—
 
$—
Acquired MSRs
 
 590
Issuances270
 144
 73
Settlements (1)
(119) (161) (32)
Changes in fair value during the period recognized in earnings(2)
(109) 17
 (31)
Transfers from Level 2 to Level 3 (3)

 18
 
Ending balance
$642
 
$19
 
$600
method.
(1)(2) Represents changes in value of the MSRs due to i) passage of time including the impact from both regularly scheduled loan principal payments and partial
paydowns, and ii) loans that paid off during the period.
(2)(3) Represents changes in value primarily driven by market conditions. These changes are recorded in mortgage banking fees in the Consolidated Statements of Operations.
(3) (4) Reflects changes in the significance of unobservable inputs on derivative contracts associated with mortgage origination costs.activities.
(5) In October 2020, Citizens concluded that it has the ability and intent to hold these assets to maturity and transferred them to HTM. Refer to Note 10 for additional information.
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The following table presents quantitative information about the Company’s Level 3 assets, including the range and weighted-average of the significant unobservable inputs used to fair value these assets, as well as valuation techniques used.
As of December 31, 2020
Valuation TechniqueUnobservable InputRange (Weighted Average)
Mortgage servicing rightsDiscounted Cash FlowConstant prepayment rate11.59-36.34% CPR (17.3% CPR)
Option adjusted spread350 -1,194 bps (595 bps)
Other derivative contractsInternal ModelPull through rate8.80-100.00% (82.07%)
MSR value(35.45)-125.55 bps (80.29 bps)
Nonrecurring Fair Value Measurements
Fair value is also used on a nonrecurring basis to evaluate certain assets for impairment or for disclosure purposes. ExamplesAn example of a nonrecurring usesuse of fair value include MSRs accounted for by the amortization method andincludes loan impairments for certain loans and leases.

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The following valuation techniques are utilized to measure significant assets for which the Company utilizes fair value on a nonrecurring basis:
Impaired Loans
The carrying amount of collateral-dependent impaired loans is compared to the appraised value of the collateral less costs to dispose and is classified as Level 2. Any excess of carrying amount over the appraised value is charged to the ALLL.
Mortgage Servicing Rights Amortization Method
MSRs do not trade in an active market with readily observable prices. MSRs are classified as Level 3 since the valuation methodology utilizes significant unobservable inputs. The fair value was calculated using a discounted cash flow model, which used assumptions, including weighted-average life, weighted-average constant prepayment rate and weighted-average discount rate. Refer to Note 7 for more information.
Leased assets
The fair value of assets under operating leases is determined using collateral specific pricing digests, external appraisals, broker opinions, recent sales data from industry equipment dealers, and discounted cash flows derived from the underlying lease agreement.  As market data for similar assets and lease agreements is available and used in the valuation, these assets are classified as Level 2 fair value measurement.
The following table presents gains (losses)losses on assets and liabilities measured at fair value on a nonrecurring basis and recorded in earnings:
Year Ended December 31,
(in millions)202020192018
Collateral-dependent loans($82)($34)($13)
 Year Ended December 31,
(in millions)2019
 2018
 2017
Impaired collateral-dependent loans
($34) 
($13) 
($35)
MSRs(1) 3
 2
Leased assets(12) (7) (15)


The following table presents assets and liabilities measured at fair value on a nonrecurring basis:
December 31, 2020December 31, 2019
(in millions)TotalLevel 1Level 2Level 3TotalLevel 1Level 2Level 3
Collateral-dependent loans$758 $0 $758 $0 $312 $0 $312 $0 
 December 31, 2019 December 31, 2018
(in millions)Total
Level 1
Level 2
Level 3
 Total
Level 1
Level 2
Level 3
Impaired collateral-dependent loans
$312

$—

$312

$—
 
$338

$—

$338

$—
MSRs193


193
 243


243
Leased assets57

57

 92

92





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Disclosures about Fair Value of Financial Instruments

The following table presents the estimated fair value for financial instruments not recorded at fair value in the Consolidated Financial Statements. The carrying amounts are recorded in the Consolidated Balance Sheets under the indicated captions:
December 31, 2020
TotalLevel 1Level 2Level 3
(in millions)Carrying ValueEstimated Fair ValueCarrying ValueEstimated Fair ValueCarrying ValueEstimated Fair ValueCarrying ValueEstimated Fair Value
Financial assets:
Debt securities held to maturity$3,235 $3,357 $0 $0 $2,342 $2,464 $893 $893 
Other loans held for sale439 439 439 439 
Loans and leases123,090 123,678 758 758 122,332 122,920 
Other assets604 604 596 596 
Financial liabilities:
Deposits147,164 147,223 147,164 147,223 
Short-term borrowed funds243 243 243 243 
Long-term borrowed funds8,346 8,850 8,346 8,850 
 December 31, 2019
 Total Level 1 Level 2 Level 3
(in millions)Carrying ValueEstimated Fair Value Carrying ValueEstimated Fair Value Carrying ValueEstimated Fair Value Carrying ValueEstimated Fair Value
Financial assets:           
Securities held to maturity
$3,202

$3,242
 
$—

$—
 
$3,202

$3,242
 
$—

$—
Equity securities, at cost807
807
 

 807
807
 

Other loans held for sale1,384
1,384
 

 

 1,384
1,384
Loans and leases119,088
119,792
 

 312
312
 118,776
119,480
Financial liabilities:           
Deposits125,313
125,340
 

 125,313
125,340
 

Federal funds purchased and securities sold under agreements to repurchase265
265
 

 265
265
 

Other short-term borrowed funds9
9
 

 9
9
 

Long-term borrowed funds14,047
14,228
 

 14,047
14,228
 

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 December 31, 2018
 Total Level 1 Level 2 Level 3
(in millions)Carrying ValueEstimated Fair Value Carrying ValueEstimated Fair Value Carrying ValueEstimated Fair Value Carrying ValueEstimated Fair Value
Financial assets:           
Securities held to maturity
$4,165

$4,041
 
$—

$—
 
$4,165

$4,041
 
$—

$—
Equity securities, at cost834
834
 

 834
834
 

Other loans held for sale101
101
 

 

 101
101
Loans and leases116,660
116,627
 

 338
338
 116,322
116,289
Financial liabilities:           
Deposits119,575
119,503
 

 119,575
119,503
 

Federal funds purchased and securities sold under agreements to repurchase1,156
1,156
 

 1,156
1,156
 

Other short-term borrowed funds161
161
 

 161
161
 

Long-term borrowed funds15,925
15,877
 

 15,925
15,877
 


December 31, 2019
TotalLevel 1Level 2Level 3
(in millions)Carrying ValueEstimated Fair ValueCarrying ValueEstimated Fair ValueCarrying ValueEstimated Fair ValueCarrying ValueEstimated Fair Value
Financial assets:
Debt securities held to maturity$3,202 $3,242 $0 $0 $3,202 $3,242 $0 $0 
Other loans held for sale1,384 1,384 1,384 1,384 
Loans and leases119,088 119,792 312 312 118,776 119,480 
Other assets807 807 807 807 
Financial liabilities:
Deposits125,313 125,340 125,313 125,340 
Short-term borrowed funds274 274 274 274 
Long-term borrowed funds14,047 14,228 14,047 14,228 


NOTE 20 - NONINTEREST INCOME
The following table presents noninterest income, segregated between revenue from contracts with customers and revenue from other sources:
Year Ended December 31,
(in millions)20202019
Revenue from contracts with customers$1,080 $1,172 
Revenue from other sources1,239 705 
Noninterest income$2,319 $1,877 
 December 31,
(in millions)2019
 2018
Revenue from contracts with customers
$1,172
 
$1,119
Revenue from other sources705
 477
Noninterest income
$1,877
 
$1,596


Revenues from Contracts with Customers
Citizens recognizes revenue from contracts with customers in the amount of consideration it expects to receive upon the transfer of control of a good or service. The timing of recognition is dependent on whether the Company satisfies a performance obligation by transferring control of the product or service to a customer over

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time or at a point in time. Judgments are made in the recognition of income including the timing of satisfaction of performance obligations and determination of the transaction price.
The following table presents the components of revenue from contracts with customers disaggregated by revenue stream and business operating segment:
Year Ended December 31, 2019 Year Ended December 31, 2018Year Ended December 31, 2020Year Ended December 31, 2019
(in millions)Consumer BankingCommercial Banking
Consolidated (1)
 Consumer BankingCommercial Banking
Consolidated (1)
(in millions)Consumer BankingCommercial Banking
Consolidated (1)
Consumer BankingCommercial Banking
Consolidated (1)
Service charges and fees
$400

$103

$503
 
$408

$105

$513
Service charges and fees$301 $100 $401 $400 $103 $503 
Card fees215
39
254
 207
37
244
Card fees185 31 216 215 39 254 
Capital markets fees
202
202
 
181
181
Capital markets fees249 249 202 202 
Trust and investment services fees202

202
 171

171
Trust and investment services fees203 203 202 202 
Other banking fees1
10
11
 
10
10
Other banking fees10 11 10 11 
Total revenue from contracts with customers
$818

$354

$1,172
 
$786

$333

$1,119
Total revenue from contracts with customers$690 $390 $1,080 $818 $354 $1,172 
(1) There is no revenue from contracts with customers included in Other non-segment operations.

Citizens does not have any material contract assets, liabilities, or other receivables recorded on its Consolidated Balance Sheets related to revenues from contracts with customers as of December 31, 2019.2020. Citizens has elected the practical expedient to exclude disclosure of unsatisfied performance obligations for (i) contracts with an original expected length of one year or less and (ii) contracts for which the Company recognized revenue at the amount to which the Company has the right to invoice for services performed.
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A description of the above components of revenue from contracts with customers is presented below:
Service Charges and Fees
Service charges and fees include fees earned from deposit products in lieu of compensating balances, service charges for transactions performed upon depositors’ request, as well as fees earned from performing cash management activities. Service charges on deposit products are recognized over the period in which the related service is provided, typically monthly. Service fees are recognized at a point in time upon completion of the requested service transaction. Fees on cash management products and servicing fees on loans sold without recognition of a servicing right are recognized over time (typically monthly) as services are provided.
Card Fees
Card fees include interchange income from credit and debit card transactions and are recognized at a point in time upon settlement by the association network. Interchange rates are generally set by the association network based on purchase volume and other factors. Other card-related fees are recognized at a point in time upon completion of the transaction. Costs related to card rewards programs are recognized in current earnings as the rewards are earned by the customer and are presented as a reduction to card fees on the Consolidated Statements of Operations.
Capital Markets Fees
Capital markets fees include fees received from leading or participating in loan syndications, underwriting services and advisory fees. Loan syndication and underwriting fees are recognized as revenue at a point in time when the Company has rendered all services to, and is entitled to collect the fee from, the borrower or the issuer, and there are no other contingencies associated with the fee. Underwriting expenses passed through from the lead underwriter are recognized within other operating expense on the Consolidated Statements of Operations. Advisory fees for merger and acquisitions are recognized over time, while valuation services and fairness opinions are recognized at a point in time upon completion of the advisory service.
Trust and Investment Services Fees
Trust and investment services fees include fees from investment management services and brokerage services. Fees from investment management services are based on asset market values and are recognized over the period in which the related service is provided. Brokerage services include custody fees, commission income, trailing commissions and other investment securities. Custody fees are recognized on a monthly basis for customers that are assessed custody fees. Commission income is recognized at a point in time on trade date. Trailing commissions such as 12b-1 fees, insurance renewal income, and income based on asset or investment levels in future periods are recognized at a point in time when the asset balance is known, or the renewal occurs and the income is no longer constrained. For the years ended December 31, 20192020 and 2018,2019, the Company recognized trailing commissions

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of $15$14 million and $16$15 million, respectively, related to services provided in previous reporting periods. Fees from other investment services are recognized at a point in time upon completion of the service.
Other Banking Fees
Other banking fees include fees for various transactional banking activities such as letter of credit fees, foreign wire transfers and other transactional services. These fees are recognized in a manner that reflects the timing of when transactions occur and as services are provided.
Revenue from Other Sources
Letter of Credit and Loan Fees
Letter of credit and loan fees primarily includes fees received related to letter of credit agreements as well as loan fees received from lending activities that are not deferrable. These fees are generally recognized upon execution of the contract.
Foreign Exchange and Interest Rate Products
Foreign exchange and interest rate products primarily includes the fees received from foreign exchange and interest rate derivative contracts executed with customers to meet their hedging and financing needs. These fees are generally recognized upon execution of the contracts. Foreign exchange and interest rate products also include the mark-to-market gains and losses recognized on (i) these customer contracts and (ii) offsetting derivative contracts that are executed with external counterparties to hedge the foreign exchange and interest rate risk associated with the customer contracts.
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Mortgage Banking Fees
Mortgage banking fees primarily include gains on sales of residential mortgages originated with the intent to sell and servicing fees on mortgages where the Company is the servicer. Mortgage banking fees also include valuation adjustments for mortgage loans held-for-sale that are measured at the lower of cost or fair value, as well as mortgage loans originated with the intent to sell that are measured at fair value under the fair value option. Changes in the value of MSRs are reported in mortgage fees and related income. For a further discussion of MSRs, see Note 8. Net interest income from mortgage loans is recorded in interest income.
Other Income
Bank-owned life insurance is stated at its cash surrender value. Citizens is the beneficiary of the life insurance policies on current and former officers and selected employees of the Company. Net changes in the carrying amount of the cash surrender value are an adjustment of premiums paid in determining the expense or income to be recognized under the life insurance policy for the period.
 Year Ended December 31,
(in millions)2019
 2018
 2017
Bank-owned life insurance
$55
 
$56
 
$54

Year Ended December 31,
(in millions)202020192018
Bank-owned life insurance$57 $55 $56 
NOTE 21 - OTHER OPERATING EXPENSE
The following table presents the details of other operating expense:
 Year Ended December 31,
(in millions)2019
 2018
 2017
Promotional expense
$112
 
$129
 
$105
Deposit insurance62
 104
 137
Other302
 262
 300
Other operating expense
$476
 
$495
 
$542

Year Ended December 31,
(in millions)202020192018
Promotional expense$100 $112 $129 
Deposit insurance66 62 104 
Other253 302 262 
Other operating expense$419 $476 $495 
NOTE 22 - INCOME TAXES
Citizens uses an asset and liability (balance sheet) approach for financial accounting and reporting of income taxes, resulting in two components of income tax expense: current and deferred. Current income tax expense approximates taxes to be paid or refunded for the current period. Deferred income tax expense results from changes in gross deferred tax assets and liabilities between periods. These gross deferred tax assets and liabilities represent changes in taxes expected to be paid in the future due to reversals of temporary differences between the bases of

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the assets and liabilities as measured under tax laws, and their bases reported in the Consolidated Financial Statements as measured under GAAP.
Citizens also assesses the probability that the positions taken, or expected to be taken, in its income tax returns will be sustained by taxing authorities. A “more likely than not” (more than 50 percent) recognition threshold must be met before a tax benefit can be recognized. Tax positions that are more likely than not to be sustained are reflected in the Company’s Consolidated Financial Statements.
The following table presents total income tax expense:
Year Ended December 31,
(in millions)202020192018
Income tax expense$241 $460 $462 
Tax effect of changes in OCI112 225 (96)
Total comprehensive income tax expense$353 $685 $366 
 Year Ended December 31,
(in millions)2019
 2018
 2017
Income tax expense
$460
 
$462
 
$260
Tax effect of changes in OCI225
 (96) (7)
Total comprehensive income tax expense
$685
 
$366
 
$253
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The following table presents the components of income tax expense:
(in millions)Current
Deferred
Total
Year Ended December 31, 2019   
U.S. federal
$323

$64

$387
State and local73

73
Total
$396

$64

$460
Year Ended December 31, 2018   
U.S. federal
$271

$90

$361
State and local94
7
101
Total
$365

$97

$462
Year Ended December 31, 2017   
U.S. federal
$376

($142)
$234
State and local20
6
26
Total
$396

($136)
$260


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(in millions)CurrentDeferredTotal
Year Ended December 31, 2020
U.S. federal$377 ($181)$196 
State and local102 (57)45 
Total$479 ($238)$241 
Year Ended December 31, 2019
U.S. federal$323 $64 $387 
State and local73 73 
Total$396 $64 $460 
Year Ended December 31, 2018
U.S. federal$271 $90 $361 
State and local94 101 
Total$365 $97 $462 
The following table presents a reconciliation between the U.S. federal income tax rate and the Company’s effective income tax rate:
Year Ended December 31,
202020192018
(in millions, except ratio data)AmountRateAmountRateAmountRate
U.S. federal income tax expense and tax rate$273 21.0 %$473 21.0 %$459 21.0 %
Increase (decrease) resulting from:
Federal rate change(34)(1.6)
State and local income taxes (net of federal benefit)54 4.2 73 3.2 89 4.1 
Bank-owned life insurance(12)(0.9)(12)(0.5)(12)(0.5)
Tax-exempt interest(10)(0.7)(15)(0.7)(15)(0.7)
Tax advantaged investments (including related credits)(68)(5.3)(50)(2.3)(44)(2.0)
Other tax credits(6)(0.5)(10)(0.4)(8)(0.4)
Adjustments for uncertain tax positions(1)(0.1)0.1 
Non-deductible FDIC premiums14 1.1 13 0.6 21 1.0 
Legacy tax matters(4)(0.3)(19)(0.8)
Other0.3 0.2 
Total income tax expense and tax rate$241 18.5 %$460 20.4 %$462 21.2 %
 Year Ended December 31,
 2019 2018 2017
(in millions, except ratio data)Amount
 Rate Amount
 Rate Amount
 Rate
U.S. federal income tax expense and tax rate
$473
21.0 % 
$459
21.0 % 
$669
35.0 %
Increase (decrease) resulting from:        
Federal rate change

 (34)(1.6) (331)(17.3)
State and local income taxes (net of federal benefit)73
3.2
 89
4.1
 46
2.4
Bank-owned life insurance(12)(0.5) (12)(0.5) (19)(1.0)
Tax-exempt interest(15)(0.7) (15)(0.7) (21)(1.1)
Tax advantaged investments (including related credits)(50)(2.3) (44)(2.0) (51)(2.7)
Other tax credits(10)(0.4) (8)(0.4) (3)(0.1)
Adjustments for uncertain tax positions

 1
0.1
 (23)(1.2)
Non-deductible FDIC premiums13
0.6

21
1.0



Legacy tax matters(19)(0.8) 

 

Other7
0.3
 5
0.2
 (7)(0.4)
Total income tax expense and tax rate
$460
20.4 % 
$462
21.2 % 
$260
13.6 %
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The following table presents the tax effects of temporary differences that give rise to significant portions of the Company’s deferred tax assets and liabilities:
 December 31,
(in millions)2019
 2018
Deferred tax assets:   
Other comprehensive income
$141
 
$366
Allowance for credit losses315
 308
State net operating loss carryforwards62
 90
Accrued expenses not currently deductible24
 36
Investment and other tax credit carryforwards89
 74
Fair value adjustments
 28
Total deferred tax assets631
 902
Valuation allowance(79) (110)
Deferred tax assets, net of valuation allowance552
 792
Deferred tax liabilities:   
Leasing transactions513
 527
Amortization of intangibles370
 364
Depreciation186
 195
Pension and other employee compensation plans124
 127
     Partnerships71
 51
Deferred Income79
 50
MSRs75
 51
Total deferred tax liabilities1,418
 1,365
Net deferred tax liability
$866
 
$573

December 31,
(in millions)20202019
Deferred tax assets:
Other comprehensive income$29 $141 
Allowance for credit losses622 315 
State net operating loss carryforwards71 62 
Accrued expenses not currently deductible77 24 
Investment and other tax credit carryforwards99 89 
Fair value adjustments
Total deferred tax assets898 631 
Valuation allowance(98)(79)
Deferred tax assets, net of valuation allowance800 552 
Deferred tax liabilities:
Leasing transactions459 513 
Amortization of intangibles376 370 
Depreciation262 186 
Pension and other employee compensation plans107 124 
     Partnerships76 71 
Deferred Income62 79 
MSRs87 75 
Total deferred tax liabilities1,429 1,418 
Net deferred tax liability$629 $866 
Deferred tax assets are recognized for net operating loss carryforwards and tax credit carryforwards. Valuation allowances are recorded as necessary to reduce deferred tax assets to the amounts that management concludes are more likely than not to be realized.
At December 31, 2019,2020, the Company had state tax net operating loss carryforwards of $1.1$1.2 billion. Limitations on the ability to realize these carryforwards are reflected in the associated valuation allowance. At December 31, 2019,2020, the Company had a valuation allowance of $79$98 million against various deferred tax assets related to state net operating losses and state tax credits, as it is management’s current assessment that it is more likely than not that

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the Company will not recognize a portion of the deferred tax assets related to these items. The valuation allowance decreased $31increased $19 million during the year ended December 31, 2019.2020.
Effective with the fiscal year ended September 30, 1997, the reserve method for bad debts was no longer permitted for tax purposes. The repeal of the reserve method required the recapture of the reserve balance in excess of certain base year reserve amounts attributable to years ended prior to 1988. At December 31, 2019,2020, the Company’s base year loan loss reserves attributable to years ended prior to 1988, for which no deferred income taxes have been provided, was $557 million. This base year reserve may become taxable if certain distributions are made with respect to the stock of the Company or if the Company ceases to qualify as a bank for tax purposes. No actions are planned that would cause this reserve to become wholly or partially taxable.
Citizens files income tax returns in the U.S. federal jurisdiction and in various state and local jurisdictions. With few exceptions, the Company is no longer subject to U.S. federal or state and local income tax examinations by major tax authorities for years before 2016.2017.
The following table presents a reconciliation of the beginning and ending amount of unrecognized tax benefits:
December 31,
(in millions)202020192018
Balance at the beginning of the year$5 $8 $5 
Gross increase for tax positions related to current year
Gross decrease for tax positions related to prior years(2)
Decrease for tax positions as a result of the lapse of the statutes of limitations(1)(1)
Balance at end of year$4 $5 $8 
 December 31,
(in millions)2019
 2018
 2017
Balance at the beginning of the year
$8
 
$5
 
$42
Gross increase for tax positions related to current year
 3
 
Gross decrease for tax positions related to prior years(2) 
 (27)
Decrease for tax positions as a result of the lapse of the statutes of limitations(1) 
 (1)
Decrease for tax positions related to settlements with taxing authorities
 
 (9)
Balance at end of year
$5
 
$8
 
$5
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Tax positions are measured as the largest amount of tax benefit that is greater than 50 percent likely of being realized upon settlement with a taxing authority that has full knowledge of all relevant information. The difference between the benefit recognized for a position and the tax benefit claimed on a tax return is referred to as an unrecognized tax benefit.
Included in the total amount of unrecognized tax benefits at December 31, 2019,2020, are potential benefits of $5$4 million that, if recognized, would impact the effective tax rate.
Citizens classifies interest and penalties related to unrecognized tax benefits as a component of income tax expense. The Company released $1 million of accrued interest through income tax expense during the year ended December 31, 2020. There was 0 interest accrued through income tax expense during the years ended December 31, 2019 and 2018. The Company released $8 million of accrued interest through income tax expense during the year ended December 31, 2017. Citizens had approximately $0 million, $1 million, $2 million, and $1$2 million accrued for the payment of interest at December 31, 2020, 2019, 2018, and 2017,2018, respectively. There were 0 amounts accrued for penalties as of December 31, 2020, 2019, 2018, and 2017,2018, and there were 0 penalties recognized during the years ended December 31, 2020, 2019, 2018, and 2017.2018.
NOTE 23 - EARNINGS PER SHARE
Basic EPS is computed by dividing net income available to common stockholders by the weighted-average number of common shares outstanding during each period. Net income available to common stockholders represents net income after preferred stock dividends, accretion of the discount on preferred stock issuances, and gains or losses from any repurchases of preferred stock. Diluted EPS is computed by dividing net income available to common stockholders by the weighted-average number of common shares outstanding during each period, plus potential dilutive shares such as share-based payment awards and warrants using the treasury stock method.

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 Year Ended December 31,
(in millions, except share and per-share data)2019
 2018
 2017
Numerator (basic and diluted):     
Net income
$1,791
 
$1,721
 
$1,652
Less: Preferred stock dividends73
 29
 14
Net income available to common stockholders
$1,718
 
$1,692
 
$1,638
Denominator:     
Weighted-average common shares outstanding - basic449,731,453
 478,822,072
 502,157,440
Dilutive common shares: share-based awards1,482,248
 1,608,669
 1,527,651
Weighted-average common shares outstanding - diluted451,213,701
 480,430,741
 503,685,091
Earnings per common share:     
Basic
$3.82
 
$3.54
 
$3.26
Diluted(1)
3.81
 3.52
 3.25

Year Ended December 31,
(in millions, except share and per-share data)202020192018
Numerator (basic and diluted):
Net income$1,057 $1,791 $1,721 
Less: Preferred stock dividends107 73 29 
Net income available to common stockholders$950 $1,718 $1,692 
Denominator:
Weighted-average common shares outstanding - basic427,062,537 449,731,453 478,822,072 
Dilutive common shares: share-based awards1,095,243 1,482,248 1,608,669 
Weighted-average common shares outstanding - diluted428,157,780 451,213,701 480,430,741 
Earnings per common share:
Basic$2.22 $3.82 $3.54 
Diluted(1)
2.22 3.81 3.52 
(1)  Potential dilutive common shares are excluded from the computation of diluted EPS in the periods where the effect would be antidilutive. Excluded from the computation of diluted EPS were weighted average antidilutive shares totaling 7831,338,130 and 533783 for the years ended December 31, 20192020 and 2017.2019. There were 0 potentially dilutiveantidilutive shares to exclude from the calculation for the year ended December 31, 2018.

NOTE 24 - REGULATORY MATTERS
As a bank holding company, Citizens is subject to regulation and supervision by the FRB. Our banking subsidiary, CBNA, is a national banking association whose primary federal regulator is the OCC.
Under the U.S. Basel III capital framework, the Company and CBNA must meet the following specific minimum requirements: CET1 capital ratio of 4.5%, tier 1 capital ratio of 6.0%, total capital ratio of 8.0%, and tier 1 leverage ratio of 4.0%. AThe Company is imposed a SCB of 3.4% on top of each of the three minimum risk-weighted capital ratios listed above and the Company’s SCB is re-calibrated with each biennial supervisory stress test and updated annually to reflect the Company’s planned common stock dividends. CBNA is imposed a static CCB of 2.5% is imposed on top of each of the three minimum risk-weighted capital ratios listed above. In addition, the Company must not be subject to a written agreement, order or capital directive with any of its regulators. Failure to meet minimum capital requirements can result in the initiation of certain actions that, if undertaken, could have a material effect on the Company’s Consolidated Financial Statements.
The following table presents the Company’s capital and capital ratios under U.S. Basel III Standardized rules. The Company has declared itself as an “AOCI opt-out” institution, which means the Company is not required to recognize in regulatory capital the impacts of net unrealized gains and losses included within AOCI
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for debt securities that are available for sale or held to maturity, accumulated net gains and losses on cash flow hedges and certain defined benefit pension plan assets. The Company has also elected to delay the estimated impact of CECL on regulatory capital for a two-year period ending January 1, 2022, followed by a three-year transition period ending January 1, 2025 to phase-in the aggregate amount of the capital benefit provided during the initial two-year delay.
 Actual Minimum Capital Adequacy
(in millions, except ratio data)Amount
Ratio
 Amount
Ratio(1)

As of December 31, 2019     
CET1 capital
$14,304
10.0
 
$10,004
7.000%
Tier 1 capital15,874
11.1
 12,148
8.500
Total capital18,542
13.0
 15,006
10.500
Tier 1 leverage15,874
10.0
 6,351
4.000
As of December 31, 2018     
CET1 capital
$14,485
10.6% 
$8,683
6.375%
Tier 1 capital15,325
11.3
 10,726
7.875
Total capital18,157
13.3
 13,450
9.875
Tier 1 leverage15,325
10.0
 6,121
4.000

ActualMinimum Capital Adequacy
(in millions, except ratio data)AmountRatioAmount
Ratio(1)
As of December 31, 2020
CET1 capital$14,607 10.0 $11,596 7.9 %
Tier 1 capital16,572 11.3 13,797 9.4 
Total capital19,602 13.4 16,733 11.4 
Tier 1 leverage16,572 9.4 7,015 4.0 
As of December 31, 2019
CET1 capital$14,304 10.0 %$10,004 7.0 %
Tier 1 capital15,874 11.1 12,148 8.5 
Total capital18,542 13.0 15,006 10.5 
Tier 1 leverage15,874 10.0 6,351 4.0 
(1) Minimum Capital ratio” includes stress capital buffer of 3.4% for 2020 and capital conservation buffer of 2.500%2.5% for 2019 and 1.875% for 2018;2019; N/A to Tier 1 leverage.
Under the FRB’s Capital Plan Rule, the Company may only make capital distributions, including payment of dividends and share repurchases, in accordance with a capital plan that has been reviewed by the FRB with no objection or as otherwise authorized by the FRB. The timing and exact amount of future dividends and share repurchases will depend on various factors, including the Company’s capital position, financial performance, risk-weighted assets, capital impacts of strategic initiatives, market conditions and market conditions.regulatory considerations. All future capital distributions are subject to consideration and approval by the Board of Directors prior to execution. See Note 16 for more information regarding the Company’s preferred stock issuances, common stock repurchases, and dividends.

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Dividends payable by CBNA, as a national bank subsidiary, are limited to the lesser of the amount calculated under a “recent earnings” test and an “undivided profits” test. Under the recent earnings test, a dividend may not be paid if the total of all dividends declared by a bank in any calendar year is in excess of the current year’s net income combined with the retained net income of the two preceding years, less any required transfers to surplus, unless the national bank obtains the approval of the OCC. Under the undivided profits test, a dividend may not be paid in excess of the entity’s “undivided profits” (generally, accumulated net profits that have not been paid out as dividends or transferred to surplus). Federal bank regulatory agencies have issued policy statements which provide that FDIC-insured depository institutions and their holding companies should generally pay dividends only out of their current operating earnings.
NOTE 25 - BUSINESS OPERATING SEGMENTS
Citizens is managed by its Chief Executive Officer on a segment basis. The Company’s 2 business operating segments are Consumer Banking and Commercial Banking. The business segments are determined based on the products and services provided, or the type of customer served. Each segment has a segment head who reports directly to the Chief Executive Officer. The Chief Executive Officer has final authority over resource allocation decisions and performance assessment. The business segments reflect this management structure and the manner in which financial information is currently evaluated by the Chief Executive Officer.
Reportable Segments
Segment results are determined based upon the Company’s management reporting system, which assigns balance sheet and statement of operations items to each of the business segments. The process is designed around the Company’s organizational and management structure and accordingly, the results derived are not necessarily comparable with similar information published by other financial institutions. A description of each reportable segment and table of financial results is presented below:
Consumer Banking
The Consumer Banking segment focuses on retail customers and small businesses with annual revenues of up to $25 million. It offers traditional banking products and services, including checking, savings, home loans,
Citizens Financial Group, Inc. | 156


education loans, credit cards, business loans, and unsecured product finance and personal loans in addition to financial management services. It also operates an indirect auto financing business, providing financing for both new and used vehicles through auto dealerships. The segment’s distribution channels include a branch network, ATMs and a work force of experienced specialists ranging from financial consultants, mortgage loan officers and business banking officers to private bankers. The Company’s Consumer Banking value proposition is based on providing simple, easy to understand product offerings and a convenient banking experience with a more personalized approach.
Commercial Banking
The Commercial Banking segment primarily targets companies with annual revenues from $25 million to $2.5 billion and provides a full complement of financial products and solutions, including loans, leases, trade financing, deposits, cash management, commercial cards, foreign exchange, interest rate risk management, corporate finance and capital markets advisory capabilities. It focuses on middle-market companies, large corporations and institutions and has dedicated teams with industry expertise in government banking, not-for-profit, healthcare, technology, professionals, oil and gas, asset finance, franchise finance, asset-based lending, commercial real estate, private equity and sponsor finance. While the segment’s business development efforts are predominantly focused in the Company’s footprint, some of its specialized industry businesses also operate selectively on a national basis (such as healthcare, asset finance and franchise finance). A key component of Commercial Banking’s growth strategy is to bring ideas to clients that help their businesses thrive, and in doing so, expand the loan portfolio and ancillary product sales.
Non-segment Operations
Other
Non-segment operations are classified as Other, which includes corporate functions, the Treasury function, the securities portfolio, wholesale funding activities, intangible assets, community development, non-core assets, and other unallocated assets, liabilities, capital, revenues, provision for credit losses, and expenses including income tax expense. In addition to non-segment operations, Other includes goodwill and any associated goodwill impairment

Citizens Financial Group, Inc. | 155


charges. For impairment testing purposes, the Company assigns goodwill to its Consumer Banking and Commercial Banking reporting units.
 As of and for the Year Ended December 31, 2019
(in millions)Consumer Banking Commercial Banking Other
 Consolidated
Net interest income
$3,182
 
$1,466
 
($34) 
$4,614
Noninterest income1,156
 607
 114
 1,877
Total revenue4,338
 2,073
 80
 6,491
Noninterest expense2,851
 858
 138
 3,847
Profit before provision for credit losses1,487
 1,215
 (58) 2,644
Provision for credit losses325
 97
 (29) 393
Income (loss) before income tax expense (benefit)1,162
 1,118
 (29) 2,251
Income tax expense (benefit)287
 248
 (75) 460
Net income
$875
 
$870
 
$46
 
$1,791
Total average assets
$66,240
 
$55,947
 
$39,989
 
$162,176
 As of and for the Year Ended December 31, 2018
(in millions)Consumer Banking Commercial Banking Other
 Consolidated
Net interest income
$3,064
 
$1,497
 
($29) 
$4,532
Noninterest income973
 545
 78
 1,596
Total revenue4,037
 2,042
 49
 6,128
Noninterest expense2,723
 813
 83
 3,619
Profit before provision for credit losses1,314
 1,229
 (34) 2,509
Provision for credit losses289
 26
 11
 326
Income (loss) before income tax expense (benefit)1,025
 1,203
 (45) 2,183
Income tax expense (benefit)258
 276
 (72) 462
Net income
$767
 
$927
 
$27
 
$1,721
Total average assets
$62,444
 
$52,362
 
$39,747
 
$154,553

 As of and for the Year Ended December 31, 2017
(in millions)Consumer Banking Commercial Banking Other
 Consolidated
Net interest income
$2,651
 
$1,411
 
$111
 
$4,173
Noninterest income905
 538
 91
 1,534
Total revenue3,556
 1,949
 202
 5,707
Noninterest expense2,593
 772
 109
 3,474
Profit before provision for credit losses963
 1,177
 93
 2,233
Provision for credit losses265
 19
 37
 321
Income before income tax expense (benefit)698
 1,158
 56
 1,912
Income tax expense (benefit)246
 384
 (370) 260
Net income
$452
 
$774
 
$426
 
$1,652
Total average assets
$59,714
 
$49,747
 
$40,492
 
$149,953


Citizens Financial Group, Inc. | 156


Management accounting practices utilized by the Company as the basis of presentation for segment results include the following:
FTP adjustments
Citizens utilizes an FTP system to eliminate the effect of interest rate risk from the segments’ net interest income because such risk is centrally managed within the Treasury function. The FTP system credits (or charges) the segments with the economic value of the funds created (or used) by the segments. The FTP system provides a funds credit for sources of funds and a funds charge for the use of funds by each segment. The sum of the interest income/expense and FTP charges/credits for each segment is its designated net interest income. The variance between the Company’s cumulative FTP charges and cumulative FTP credits is offset in Other. Citizens periodically evaluates and refines its methodologies used to measure financial performance of its business operating segments.
Provision for credit losses allocations
Provision for credit losses is allocated to each business segment based on actual net charge-offs recognized by the business segment. The difference between the consolidated provision for credit losses and the business segments’ net charge-offs is reflected in Other.
Income tax allocations
Income taxes are assessed to each line of business at a standard tax rate with the residual tax expense or benefit to arrive at the consolidated effective tax rate included in Other.
Citizens Financial Group, Inc. | 157


Expense allocations
Noninterest expenses incurred by centrally managed operations or business lines that directly support another business line’s operations are charged to the applicable business line based on its utilization of those services.
Goodwill
For impairment testing purposes, the Company assigns goodwill to its Consumer Banking and Commercial Banking reporting units. For management reporting purposes, the Company presents the goodwill balance (and any related impairment charges) in Other.
Substantially all revenues generated and long-lived assets held by the Company’s business segments are derived from clients that reside in the United States. Neither business segment earns revenue from a single external customer that represents ten percent or more of the Company’s total revenues.

As of and for the Year Ended December 31, 2020
(in millions)Consumer BankingCommercial BankingOtherConsolidated
Net interest income$3,311 $1,643 ($368)$4,586 
Noninterest income1,655 595 69 2,319 
Total revenue4,966 2,238 (299)6,905 
Noninterest expense2,964 860 167 3,991 
Profit before provision for credit losses2,002 1,378 (466)2,914 
Provision for credit losses288 398 930 1,616 
Income (loss) before income tax expense (benefit)1,714 980 (1,396)1,298 
Income tax expense (benefit)429 206 (394)241 
Net income$1,285 $774 ($1,002)$1,057 
Total average assets$72,022 $60,839 $43,581 $176,442 
As of and for the Year Ended December 31, 2019
(in millions)Consumer BankingCommercial BankingOtherConsolidated
Net interest income$3,182 $1,466 ($34)$4,614 
Noninterest income1,156 607 114 1,877 
Total revenue4,338 2,073 80 6,491 
Noninterest expense2,851 858 138 3,847 
Profit before provision for credit losses1,487 1,215 (58)2,644 
Provision for credit losses325 97 (29)393 
Income (loss) before income tax expense (benefit)1,162 1,118 (29)2,251 
Income tax expense (benefit)287 248 (75)460 
Net income$875 $870 $46 $1,791 
Total average assets$66,240 $55,947 $39,989 $162,176 
As of and for the Year Ended December 31, 2018
(in millions)Consumer BankingCommercial BankingOtherConsolidated
Net interest income$3,064 $1,497 ($29)$4,532 
Noninterest income973 545 78 1,596 
Total revenue4,037 2,042 49 6,128 
Noninterest expense2,723 813 83 3,619 
Profit before provision for credit losses1,314 1,229 (34)2,509 
Provision for credit losses289 26 11 326 
Income (loss) before income tax expense (benefit)1,025 1,203 (45)2,183 
Income tax expense (benefit)258 276 (72)462 
Net income$767 $927 $27 $1,721 
Total average assets$62,444 $52,362 $39,747 $154,553 
Citizens Financial Group, Inc. | 157158



NOTE 26 - PARENT COMPANY FINANCIALS
Condensed Statements of Operations
 Year Ended December 31,
 (in millions)2019 2018 2017
OPERATING INCOME:     
Income from consolidated subsidiaries and excluding equity in undistributed earnings:     
       Dividends from banking subsidiaries
$1,130
 
$1,650
 
$1,055
       Interest48
 46
 43
       Management and service fees42
 22
 31
Income from nonbank subsidiaries and excluding equity in undistributed earnings:     
       Dividends from nonbank subsidiaries8
 5
 4
       Interest4
 2
 1
  Equity securities gains
 
 1
  All other operating income1
 1
 1
  Total operating income1,233
 1,726
 1,136
OPERATING EXPENSE:     
  Salaries and employee benefits35
 25
 40
  Interest expense87
 89
 97
  All other expenses27
 23
 22
  Total operating expense149
 137
 159
Income before taxes and undistributed income1,084
 1,589
 977
  Income taxes(10) (13) (10)
Income before undistributed earnings of subsidiaries1,094
 1,602
 987
Equity in undistributed earnings of subsidiaries:     
  Bank682
 109
 655
  Nonbank15
 10
 10
Net income
$1,791
 
$1,721
 
$1,652
Other comprehensive income (loss), net of income taxes:     
Net pension plan activity arising during the period
($5) 
$5
 
($1)
Net unrealized derivative instrument gains arising during the period2
 2
 1
Other comprehensive (loss) income activity of the Parent Company, net of income taxes(3) 7
 
Other comprehensive income (loss) activity of Bank subsidiaries, net of income taxes683
 (283) (7)
Total other comprehensive income (loss), net of income taxes680
 (276) (7)
Total comprehensive income
$2,471
 
$1,445
 
$1,645

Year Ended December 31,
 (in millions)202020192018
OPERATING INCOME:
Income from consolidated subsidiaries and excluding equity in undistributed earnings:
       Dividends from banking subsidiaries$900 $1,130 $1,650 
       Interest42 48 46 
       Management and service fees54 42 22 
Income from nonbank subsidiaries and excluding equity in undistributed earnings:
       Dividends from nonbank subsidiaries40 
       Interest
  All other operating income
  Total operating income1,041 1,233 1,726 
OPERATING EXPENSE:
  Salaries and employee benefits27 35 25 
  Interest expense120 87 89 
  All other expenses30 27 23 
  Total operating expense177 149 137 
Income before taxes and undistributed income864 1,084 1,589 
  Income taxes(16)(10)(13)
Income before undistributed earnings of subsidiaries880 1,094 1,602 
Equity in undistributed earnings of subsidiaries:
  Bank170 682 109 
  Nonbank15 10 
Net income$1,057 $1,791 $1,721 
Other comprehensive income (loss), net of income taxes:
Net pension plan activity arising during the period($3)($5)$5 
Net unrealized derivative instrument gains arising during the period
Other comprehensive (loss) income activity of the Parent Company, net of income taxes(1)(3)
Other comprehensive income (loss) activity of Bank subsidiaries, net of income taxes352 683 (283)
Total other comprehensive income (loss), net of income taxes351 680 (276)
Total comprehensive income$1,408 $2,471 $1,445 
In accordance with federal and state banking regulations, dividends paid by CBNA to the Company are subject to certain limitations, see Note 24 for more information. Additionally, see Note 16 for more information regarding the Company’s common and preferred stock dividends.


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Condensed Balance Sheets
 (in millions)December 31, 2019 December 31, 2018
ASSETS:   
  Cash and due from banks
$1,418
 
$961
  Loans and advances to:   
Bank subsidiaries1,146
 1,158
Nonbank subsidiaries120
 70
  Investments in subsidiaries:   
Bank subsidiaries21,973
 20,590
Nonbank subsidiaries99
 83
  Other assets127
 117
TOTAL ASSETS
$24,883
 
$22,979
LIABILITIES:   
  Long-term borrowed funds due to unaffiliated companies
$2,485
 
$1,987
  Other liabilities197
 175
TOTAL LIABILITIES2,682
 2,162
TOTAL STOCKHOLDERS’ EQUITY22,201
 20,817
TOTAL LIABILITIES AND STOCKHOLDERS’ EQUITY
$24,883
 
$22,979
Condensed Cash Flow Statements
 Year Ended December 31,
 (in millions)2019
 2018
 2017
OPERATING ACTIVITIES     
Net income
$1,791
 
$1,721
 
$1,652
Adjustments to reconcile net income to net cash provided by operating activities:     
Deferred income taxes(8) 17
 (11)
Gain on sales of assets
 
 (1)
Equity in undistributed earnings of subsidiaries(697) (120) (665)
Increase in other liabilities50
 11
 99
Decrease (increase) in other assets7
 (7) 5
Other operating, net58
 40
 (1)
Net cash provided by operating activities1,201
 1,662
 1,078
INVESTING ACTIVITIES     
Investments in and advances to subsidiaries(105) 
 (230)
Repayment of investments in and advances to subsidiaries55
 
 167
Other investing, net(1) (1) (1)
Net cash used by investing activities(51) (1) (64)
FINANCING ACTIVITIES     
Proceeds from issuance of long-term borrowed funds500
 
 
Repayments of long-term borrowed funds
 (333) 
Proceeds from issuance of common stock
 
 34
Treasury stock purchased(1,220) (1,025) (820)
Net proceeds from issuance of preferred stock730
 593
 
Dividends declared and paid to common stockholders(617) (471) (322)
Dividends declared and paid to preferred stockholders(65) (14) (14)
Other financing, net(21) (13) 
Net cash used by financing activities(693) (1,263) (1,122)
Increase (decrease) in cash and due from banks457
 398
 (108)
Cash and due from banks at beginning of year961
 563
 671
Cash and due from banks at end of year
$1,418
 
$961
 
$563


Citizens Financial Group, Inc. | 159


Condensed Balance Sheets
 (in millions)December 31, 2020December 31, 2019
ASSETS:
  Cash and due from banks$2,680 $1,418 
  Loans and advances to:
Bank subsidiary1,148 1,146 
Nonbank subsidiaries105 120 
  Investments in subsidiaries:
Bank subsidiary22,164 21,973 
Nonbank subsidiaries106 99 
  Other assets152 127 
TOTAL ASSETS$26,355 $24,883 
LIABILITIES:
  Long-term borrowed funds due to unaffiliated companies$3,441 $2,485 
  Other liabilities241 197 
TOTAL LIABILITIES3,682 2,682 
TOTAL STOCKHOLDERS’ EQUITY22,673 22,201 
TOTAL LIABILITIES AND STOCKHOLDERS’ EQUITY$26,355 $24,883 
Condensed Cash Flow Statements
Year Ended December 31,
 (in millions)202020192018
OPERATING ACTIVITIES
Net income$1,057 $1,791 $1,721 
Adjustments to reconcile net income to net cash provided by operating activities:
Deferred income taxes17 (8)17 
Equity in undistributed earnings of subsidiaries(177)(697)(120)
Increase in other liabilities43 50 11 
(Increase) decrease in other assets(41)(7)
Other operating, net48 58 40 
Net cash provided by operating activities947 1,201 1,662 
INVESTING ACTIVITIES
Investments in and advances to subsidiaries(190)(105)
Repayment of investments in and advances to subsidiaries205 55 
Other investing, net(1)(1)(1)
Net cash provided (used) by investing activities14 (51)(1)
FINANCING ACTIVITIES
Proceeds from issuance of long-term borrowed funds1,053 500 
Repayments of long-term borrowed funds(12)(333)
Treasury stock purchased(270)(1,220)(1,025)
Net proceeds from issuance of preferred stock395 730 593 
Dividends declared and paid to common stockholders(672)(617)(471)
Dividends declared and paid to preferred stockholders(98)(65)(14)
Other financing, net(95)(21)(13)
Net cash provided (used) by financing activities301 (693)(1,263)
Increase in cash and due from banks1,262 457 398 
Cash and due from banks at beginning of year1,418 961 563 
Cash and due from banks at end of year$2,680 $1,418 $961 

ITEM 9. CHANGES IN AND DISAGREEMENTS WITH ACCOUNTANTS ON ACCOUNTING AND FINANCIAL DISCLOSURE
None.
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ITEM 9A. CONTROLS AND PROCEDURES
The Company maintains a set of disclosure controls and procedures designed to ensure that information required to be disclosed by the Company in reports that it files or submits under the Exchange Act, is recorded, processed, summarized and reported within the time periods specified in SEC rules and forms. The design of any disclosure controls and procedures is based in part upon certain assumptions about the likelihood of future events, and there can be no assurance that any design will succeed in achieving its stated goals under all potential future conditions. Any controls and procedures, no matter how well designed and operated, can provide only reasonable, not absolute, assurance of achieving the desired control objectives. In accordance with Rule 13a-15(b) of the Exchange Act, as of the end of the period covered by this Annual Report on Form 10-K, an evaluation was carried out under the supervision and with the participation of the Company’s management, including its Chief Executive Officer and Chief Financial Officer, of the effectiveness of its disclosure controls and procedures. Based on that evaluation, the Company’s Chief Executive Officer and Chief Financial Officer concluded that the Company’s disclosure controls and procedures, as of the end of the period covered by this Annual Report on Form 10-K, were effective to provide reasonable assurance that information required to be disclosed by the Company in reports that it files or submits under the Exchange Act is recorded, processed, summarized and reported within the time periods specified in SEC rules and forms and is accumulated and communicated to the Company’s management, including the Chief Executive Officer and Chief Financial Officer, as appropriate to allow timely decisions regarding required disclosure.
Changes in internal control over financial reporting: During the first quarter of 2020, the Company implemented controls related to the adoption of Current Expected Credit Losses (ASU 2016-13, Financial Instruments- Credit Losses (Topic 326): Measurement of Credit Losses on Financial Instruments) and the related financial statement reporting. Changes to the control environment specific to the Allowance for Credit Loss process include the enhancement of data validation procedures, tailoring of governance routines and verification of information provided for disclosures. There were no other changes in our internal control over financial reporting identified in management's evaluation pursuant to Rules13a-15(d) or 15d-15(d) of the Exchange Act during the period covered by this Annual Report on Form 10-K that materially affected, or are reasonably likely to materially affect, our internal control over financial reporting.
Management’s Annual Report on Internal Control over Financial Reporting, the Report of the Independent Registered Public Accounting Firm on the Consolidated Financial Statements, and the Report of the Independent Registered Public Accounting Firm on Internal Control over Financial Reporting are included in Item 8.
ITEM 9B. OTHER INFORMATION
None.
PART III

We refer in Part III of this Report to relevant sections of our 20202021 Proxy Statement for the 20202021 annual meeting of shareholders, which will be filed with the SEC pursuant to Regulation 14A within 120 days of the close of our 20192020 fiscal year. Portions of our 20202021 Proxy Statement, including the sections we refer to in this Report, are incorporated by reference into this Report.
ITEM 10. DIRECTORS, EXECUTIVE OFFICERS AND CORPORATE GOVERNANCE
Information required by this item is presented under the captions “Corporate Governance Matters” — “Election of Directors” — “Nominees” and “Board Governance and Oversight — Corporate“Corporate Governance Guidelines, Committee Charters and Code of Business Conduct and Ethics” of our 20202021 Proxy Statement, which is incorporated by reference into this item.
ITEM 11. EXECUTIVE COMPENSATION
Information required by this item is presented under the captions “Compensation Matters” — “Compensation Discussion and Analysis,” “Compensation and Human Resources Committee Report,” “Executive Compensation,” “Termination of Employment and Change of Control,” “Director Compensation,” “Role of Risk Management in Compensation,” and “CEO Pay Ratio” of our 20202021 Proxy Statement, which is incorporated by reference into this item.

Citizens Financial Group, Inc. | 160161



ITEM 12. SECURITY OWNERSHIP OF CERTAIN BENEFICIAL OWNERS AND MANAGEMENT AND RELATED STOCKHOLDER MATTERS
The information required by this item regarding security ownership of certain beneficial owners and management is presented under the caption “Security Ownership of Certain Beneficial Owners and Management” in our 20202021 Proxy Statement and is incorporated herein by reference.
Information regarding our compensation plans under which CFG equity securities are authorized for issuance is included in the table below. Additional information regarding these plans is included in Note 17 in Item 8.
Equity Compensation Plan Information
At December 31, 20192020
Plan Category
Number of securities to be issued upon exercise of outstanding options, warrants and rights (#)(1)
Weighted-average exercise price of outstanding options, warrants and rights ($)(2)
Number of securities remaining available (excluding securities reflected in first column) (#)(3)
Plan Category
Number of securities to be issued upon exercise of outstanding options, warrants and rights (#)(1)
Weighted-average exercise price of outstanding options, warrants and rights ($)(2)
Number of securities remaining available (excluding securities reflected in first column) (#)(3)
Equity compensation plans approved by security holders3,000,224

53,899,864
Equity compensation plans approved by security holders3,496,231 — 51,261,793 
Equity compensation plans not approved by security holders


Equity compensation plans not approved by security holders— — — 
Total3,000,224

53,899,864
Total3,496,231 — 51,261,793 
(1) Represents the number of shares of common stock associated with outstanding time-based and performance-based restricted stock units.
(2) We had no outstanding options.
(3) Represents the number of shares remaining available for future issuance under the Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan (46,659,259(44,857,264 shares), the Citizens Financial Group, Inc. 2014 Employee Stock Repurchase Plan (5,782,877(5,024,904 shares), and the Citizens Financial Group, Inc. 2014 Non-Employee Directors Compensation Plan (1,457,728(1,379,625 shares).

ITEM 13. CERTAIN RELATIONSHIPS AND RELATED TRANSACTIONS, AND DIRECTOR INDEPENDENCE
Information required by this item is set forth under the captions “Corporate Governance Matters” — “Board Governance and Oversight — Director Independence” and “Related Person Transactions” of our 20202021 Proxy Statement, which is incorporated by reference into this item.
ITEM 14. PRINCIPAL ACCOUNTANT FEES AND SERVICES
Information required by this item is presented under the captions “Audit Matters” — “Pre-approval of Independent Auditor Services” and “Independent Registered Public Accounting Firm Fees” of our 20202021 Proxy Statement, which is incorporated by reference into this item.
PART IV

ITEM 15. EXHIBITS AND FINANCIAL STATEMENT SCHEDULES

(a)(1) Financial Statements of Citizens Financial Group, Inc., included in this Report:

Report of Independent Registered Public Accounting Firm on the Consolidated Financial Statements;
Consolidated Balance Sheets as of December 31, 2020 and 2019;
Consolidated Statements of Operations for the Years Ended December 31, 2020, 2019 and 2018;
Consolidated Statements of Comprehensive Income for the Years Ended December 31, 2020, 2019 and 2018;
Consolidated Statements of Changes in Stockholders’ Equity for the Years Ended December 31, 2020, 2019 and 2018;
Consolidated Statements of Cash Flows for the Years Ended December 31, 2020, 2019 and 2018; and
December 31, 2019 and 2018;
Consolidated Statements of Operations for the Years Ended December 31, 2019, 2018 and 2017;
Consolidated Statements of Comprehensive Income for the Years Ended December 31, 2019, 2018 and 2017;
Consolidated Statements of Changes in Stockholders’ Equity for the Years Ended December 31, 2019, 2018 and 2017;
Consolidated Statements of Cash Flows for the Years Ended December 31, 2019, 2018 and 2017; and
Notes to Consolidated Financial Statements.

(a)(2) Financial Statement Schedules

All financial statement schedules for the Registrant have been included in the audited Consolidated Financial Statements or the related footnotes in Item 8, or are either inapplicable or not required.

Citizens Financial Group, Inc. | 161162



(a)(3) Exhibits

3.1 Amended and Restated Certificate of Incorporation of the Registrant as in effect on the date hereof (incorporated herein by reference to Exhibit 3.1 of the Quarterly Report on Form 10-Q, filed May 8, 2015)

3.2 Certificate of Designations of the Registrant with respect to the Series B Preferred Stock, dated May 22, 2018, filed with the Secretary of State of the State of Delaware and effective May 22, 2018April 23, 2020 (incorporated herein by reference to Exhibit 3.1 of the Current Report on Form 8-K, filed MayApril 24, 2018)2020)

3.33.2 Certificate of Designations of the Registrant with respect to the Series CF Preferred Stock, dated October 24, 2018,June 1, 2020, filed with the Secretary of State of the State of Delaware and effective October 24, 2018June 1, 2020 (incorporated herein by reference to Exhibit 3.1 of the Current Report on Form 8-K, filed October 25, 2018)June 4, 2020)

3.4 Certificate of Designations of the Registrant with respect to the Series D Preferred Stock, dated January 23, 2019, filed with the Secretary of State of the State of Delaware3.3 Amended and effective January 23, 2019 (incorporated herein by reference to Exhibit 3.4 of the Registration Statement on Form 8-A, filed January 29, 2019)

3.5 Certificate of Designations of the Registrant with respect to the Series E Preferred Stock, dated October 22, 2019, filed with the Secretary of State of the State of Delaware and effective October 22, 2019 (incorporated herein by reference to Exhibit 3.5 of the Registration Statement on Form 8-A, filed October 25, 2019)

3.6Restated Bylaws of the Registrant (as amended and restated on October 20, 2016)April 23, 2020) (incorporated herein by reference to Exhibit 3.13.2 of the Current Report on Form 8-K, filed OctoberApril 24, 2016)2020)

4.1 Senior Debt Indenture between the Company and The Bank of New York Mellon dated as of October 28, 2015 (incorporated herein by reference to Exhibit 4.1 of Registration Statement on Form S-3, filed October 29, 2015)

4.2 Subordinated Indenture between the Company and The Bank of New York Mellon dated as of September 28, 2012 (incorporated herein by reference to Exhibit 4.2 of the Registration Statement on Form S-1, filed July 28, 2015)

4.3 Form of Certificate representing the Series A Preferred Stock (incorporated herein by reference to Exhibit 4.2 of the Current Report on Form 8-K, filed April 6, 2015)

4.4 Form of Certificate representing the Series B Preferred Stock (incorporated herein by reference to Exhibit 4.2 of the Current Report on Form 8-K, filed May 24, 2018)

4.5 Form of Deposit Agreement, by and among the Company, Computershare Inc. and Computershare Trust Company, N.A., jointly as depositary, and the holders from time to time of the depositary receipts described therein (incorporated herein by reference to Exhibit 4.1 to the Registration Statement on Form 8-A, filed October 25, 2019)

4.6 Form of DepositoryDepositary Receipt (incorporated herein by reference as Exhibit A to Exhibit 4.2 of the Current Report on Form 8-K, filed January 29, 2019)

4.7 Description of the Securities Registered Pursuant to Section 12 of the Securities Act of 1934*
4.7
4.8 Agreement to furnish to the Securities and Exchange Commission upon request a copy of instruments defining the rights of holders of certain long-term debt of the registrant and consolidated subsidiaries*

10.1 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan (incorporated hereinherein by reference to Exhibit 10.11 of the Quarterly Report on Form 10-Q, filed November 14, 2014)†

10.2 Amended and Restated Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan as of June 23, 2016 (incorporated herein by reference to Exhibit 10.2 of the Quarterly Report on Form 10-Q, filed August 5, 2016)†

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10.3 Amended and Restated Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan as of June 20, 2019 (incorporated herein by reference to Exhibit 10.2 of the Quarterly Report on Form 10-Q, filed August 6, 2019)†

10.4 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Restricted Stock Unit Award Agreement for 2016 Awards (incorporated herein by reference to Exhibit 10.11 of the Annual Report on Form 10-K, filed February 26, 2016)†10.

10.54 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Restricted Stock Unit Award Agreement for 2017 Award (incorporated herein by reference to Exhibit 10.10 of the Annual Report on Form 10-K, Filed February 24, 2017)†

10.610.5 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Restricted Stock Unit Award Agreement for 2018 Award (incorporated herein by reference to Exhibit 10.11 of the Annual Report on Form 10-K, filed February 22, 2018)†

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10.710.6 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Restricted Stock Unit Award Agreement for 2019 and 2020 Awards (incorporated herein by reference to Exhibit 10.7 of the Annual Report on Form 10-K, filed February 24,21, 2019)†

10.7 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Restricted Stock Unit Award Agreement†*
10.810.8 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Restricted Stock Unit Award Agreement for Bruce Van Saun Relating to Annual Awards (incorporated herein by reference to Exhibit 10.11 of the Annual Report on Form 10-K, Filed February 24, 2017)†

10.9 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Performance Share Award Agreement for 2016 Awards (incorporated herein by reference to Exhibit 10.1 of the Quarterly Report on Form 10-Q, filed May 10.9 2016)†

10.10 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Performance Stock Award Agreement for 2017 Awards (incorporated herein by reference to Exhibit 10.14 of the Annual Report on Form 10-K, Filed February 24, 2017)†

10.1110.10 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Amendment to Form of Performance Stock Award Agreement (incorporated herein by reference to Exhibit 10.3 of the Quarterly Report on Form 10-Q, Filed August 3, 2017)†

10.1210.11 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Performance Stock Award Agreement for 2018 Awards (incorporated herein by reference to Exhibit 10.17 of the Annual Report on Form 10-K, filed February 22, 2018)†

10.1310.12 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Performance Stock Unit Award Agreement for 2019 and 2020 Awards (incorporated herein by reference to Exhibit 10.14 of the Annual Report on Form 10-K, filed February 24,21, 2019)†

10.13Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Form of Performance Stock Unit Award Agreement†*
10.14
10.14 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Performance Stock Unit Award Agreement for Bruce Van Saun Relating to Annual Awards (incorporated herein by reference to Exhibit 10.15 of the Annual Report on Form 10-K, Filed February 24, 2017)†

10.15 Citizens Financial Group, Inc. Amendment to Performance Share Unit Award Agreement/Restricted Stock Unit Agreement/Deferred Cash Agreement Terms and Conditions (incorporated herein by reference to Exhibit 10.14 of the Annual Report on Form 10-K, filed February 26, 2016)†10.1

10.165 Citizens Financial Group, Inc. 2014 Employee Stock Purchase Plan (incorporated herein by reference to Exhibit 99.3 of the Registration Statement on Form S-8, filed September 26, 2014)†

10.1710.16 Citizens Financial Group, Inc. Non-Employee Directors Compensation Policy, Amended and Effective as of April 26, 2018 (incorporated herein by reference to Exhibit 10.1 of the Quarterly Report on Form 10-Q filed May 9, 2018)†

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10.1810.17 Citizens Financial Group, Inc. Non-Employee Directors Compensation Policy, as amended April 25, 2019 (incorporated herein by reference to Exhibit 10.1 of the Quarterly Report on Form 10-Q filed August 6, 2019)†

10.1910.18 Citizens Financial Group, Inc. 2014 Non-Employee Directors Compensation Plan (incorporated herein by reference to Exhibit 99.2 of the Registration Statement on Form S-8, filed September 26, 2014)†

10.2010.19 Amended and Restated Citizens Financial Group, Inc. 2014 Non-Employee Directors Compensation Plan as of June 23, 2016 (incorporated herein by reference to Exhibit 10.1 of the Quarterly Report on Form 10-Q, filed August 5, 2016)†

10.2110.20 Citizens Financial Group, Inc. 2014 Non-Employee Directors Compensation Plan Form of Restricted Stock Unit Award Agreement (incorporated herein by reference to Exhibit 10.19 of the Annual Report on Form 10-K, filed February 26, 2016)†

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10.2210.21 Citizens Financial Group, Inc. 2014 Non-Employee Directors Compensation Plan Form of Restricted Stock Unit Award Agreement (incorporated herein by reference to Exhibit 10.2 of the Quarterly Report on Form 10-Q, Filed August 3, 2017)†

10.2310.22 Amended and Restated Deferred Compensation Plan for Directors of Citizens Financial Group, Inc., effective January 1, 2009 (incorporated herein by reference to Exhibit 10.19 of Amendment No. 2 to Registration Statement on Form S-1, filed August 15, 2014)†

10.2410.23 Form of Indemnification Agreement (incorporated herein by reference to Exhibit 10.5 of Amendment No. 3 to Registration Statement on Form S-1, filed September 8, 2014)†

10.2510.24 Amended and Restated CFG Voluntary Executive Deferred Compensation Plan, effective January 1, 2009 and amended and restated on September 1, 2014 (incorporated herein by reference to Exhibit 10.21 of the Annual Report on Form 10-K, filed March 3, 2015)†

10.2610.25 First Amendment to the CFG Voluntary Executive Deferred Compensation Plan dated March 1, 2019†*2019 (incorporated herein by reference to Exhibit 10.26 of the Annual Report on Form 10-K, filed February 24, 2020)†

10.2710.26 Second Amendment to the CFG Voluntary Executive Deferred Compensation Plan dated December 9, 2019†2019 (incorporated herein by reference to Exhibit 10.27 of the Annual Report on Form 10-K, filed February 24, 2020)†*

10.27 Third Amendment to the CFG Voluntary Executive Deferred Compensation Plan dated March 4, 2020†*

10.28 Amended and Restated Citizens Financial Group, Inc. Deferred Compensation Plan, effective January 1, 2009 (incorporated herein by reference to Exhibit 10.20 of Amendment No. 2 to Registration Statement on Form S-1, filed August 15, 2014)†

10.2910.29 Citizens Financial Group, Inc. Form of Deferred Cash Award Agreement for 2016 Awards (incorporated herein by reference to Exhibit 10.28 of the Annual Report on Form 10-K, filed February 26, 2016)†

10.3010.30 Citizens Financial Group, Inc. Form of Deferred Cash Award Agreement for 2017 and 2018 Awards (incorporated herein by reference to Exhibit 10.35 of the Annual Report on Form 10-K, filed February 22, 2018)†

10.31 Citizens Financial Group, Inc. Form of Deferred Cash Award Agreement for 2019 and 2020 Awards (incorporated herein by reference to Exhibit 10.32 of the Annual Report on Form 10-K, filed February 24,21, 2019)†

10.32Citizens Financial Group, Inc. Form of Deferred Cash Award Agreement†*
10.32
10.33 Citizens Financial Group, Inc. Executive Severance Practice (incorporated herein by reference to Exhibit 10.21 of Amendment No. 2 to Registration Statement on Form S-1, filed August 15, 2014)†

10.3310.34 Citizens Financial Group, Inc. Performance Formula and Incentive Plan (incorporated herein by reference to Exhibit 10.28 of Annual Report on Form 10-K, filed March 3, 2015)†

10.3410.35 Amended and Restated Executive Employment Agreement, dated May 5, 2016, between the Registrant and Bruce Van Saun (incorporated herein by reference to Exhibit 10.5 of the Quarterly Report on Form S-1, filed May 9, 2016)†

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10.35 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Restricted Stock Unit Award Agreement between the Registrant and Bruce Van Saun relating to the May 2016 Grant (incorporated herein by reference to Exhibit 10.2 of the Quarterly Report on Form 10-Q, filed May 9, 2016)†

10.36 Citizens Financial Group, Inc. 2014 Omnibus Incentive Plan Performance Share Unit Award Agreement between the Registrant and Bruce Van Saun for the May 2016 Grant (incorporated herein by reference to Exhibit 10.3 of the Quarterly Report on Form 10-Q filed May 9, 2016)†

10.376 Executive Employment Agreement, dated March 23, 2015, between the Registrant and Donald H. McCree III and subsequent addendum dated August 2, 2017 (incorporated herein by reference to Exhibit 10.7 of the Quarterly Report on Form 10-Q, filed August 3, 2017)†

10.38 Offer Letter, dated May 23, 2008, as amended on August 6, 2014, between the Registrant and Brad Conner and subsequent addendums dated August 6, 2014 and August 2, 2017 (incorporated herein by reference to Exhibit 10.5 of the Quarterly Report on Form 10-Q, filed August 3, 2017)†
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10.3910.37 Executive Employment Agreement, dated September 6, 2014, between the Registrant and Malcolm Griggs and subsequent addendum dated August 14, 2017 (incorporated herein by reference to Exhibit 10.41 of the Annual Report on Form 10-K, filed February 24,21, 2019)†

10.4010.38 Executive Employment Agreement, dated December 13, 2016, between the Registrant and John F. Woods and subsequent addendum dated August 2, 2017 (incorporated herein by reference to Exhibit 10.8 of the Quarterly Report on Form 10-Q, filed August 3, 2017)†

10.39Executive Employment Agreement, dated August 25, 2011, between the Registrant and Susan LaMonica and subsequent addendums dated July 15, 2014 and August 11, 2017†*
10.41
10.40 Supplemental Retirement Agreement, dated October 31, 1995, as amended, between Charter One Financial, Inc. and, Charles J. Koch (incorporated herein by reference to Exhibit 10.37 of Amendment No. 3 to Registration Statement on Form S-1, filed September 8, 2014)†

21.1 Subsidiaries of Registrant*

23.1 Consent of Independent Registered Public Accounting Firm*

24.1 Power of Attorney (contained herein on signature pages)

31.1 Certification of Chief Executive Officer pursuant to Section 302 of the Sarbanes-Oxley Act of 2002*

31.2 Certification of Chief Financial Officer pursuant to Section 302 of the Sarbanes-Oxley Act of 2002*

32.1 Certification of Chief Executive Officer pursuant to 18 U.S.C. Section 1350, as adopted pursuant to Section 906 of the Sarbanes-Oxley Act of 2002*

32.2 Certification of Chief Financial Officer pursuant to 18 U.S.C. Section 1350, as adopted pursuant to Section 906 of the Sarbanes-Oxley Act of 2002*

104Cover page interactive data file in inline XBRL format, included in Exhibit 101 to this report*
101    The following materials from the Registrant's Annual Report on Form 10-K for the fiscal year ended December 31, 2020, formatted in XBRL: (i) the Consolidated Balance Sheets, (ii) the Consolidated Statements of Operations, (iii) the Consolidated Statements of Comprehensive Income, (iv) the Consolidated Statements of Changes in Stockholders’ Equity, (v) the Consolidated Statements of Cash Flows and (vi) the Notes to Consolidated Financial Statements*

104     Cover page interactive data file in inline XBRL format, included in Exhibit 101 to this report*

† Indicates management contract or compensatory plan or arrangement.
* Filed herewith.

ITEM 16. FORM 10-K SUMMARY

Not applicable.

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SIGNATURES
Pursuant to the requirements of the Section 13 or 15(d) of the Securities Exchange Act of 1934, the Registrant has duly caused this Report to be signed on its behalf by the undersigned, thereunto duly authorized on February 24, 2020.23, 2021.        
    
CITIZENS FINANCIAL GROUP, INC.
(Registrant)
By:
/s/ Bruce Van Saun

Name: Bruce Van Saun
Title: Chairman of the Board and Chief Executive Officer
(Principal Executive Officer)





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SIGNATURES
KNOW ALL PERSONS BY THESE PRESENTS, that each of the undersigned, being a director or officer of Citizens Financial Group, Inc., a Delaware corporation (the "Company"), hereby constitutes and appoints Bruce Van Saun, John F. Woods, Stephen T. Gannon, and C. Jack Read, and each of them, his or her true and lawful attorney-in-fact and agent, with full power of substitution and resubstitution, for him or her and in his or her name, place and stead in any and all capacities, to sign one or more Annual Reports for the Company's fiscal year ended December 31, 20192020 on Form 10-K under the Securities Exchange Act of 1934, as amended, or such other form as any such attorney-in-fact may deem necessary or desirable, any amendments thereto, and all additional amendments thereto, each in such form as they or any one of them may approve, and to file the same with all exhibits thereto and other documents in connection therewith with the Securities and Exchange Commission, granting unto said attorneys-in-fact and agents, and each of them, full power and authority to do and perform each and every act and thing requisite and necessary to be done so that such Annual Report shall comply with the Securities Exchange Act of 1934, as amended, and the applicable Rules and Regulations adopted or issued pursuant thereto, as fully and to all intents and purposes as he or she might or could do in person, hereby ratifying and confirming all that said attorneys-in-fact and agents, or any of them or their substitute or resubstitute, may lawfully do or cause to be done by virtue hereof.
Pursuant to the requirements of the Securities Exchange Act of 1934, this Report has been signed below by the following persons on behalf of the Registrant and in the capacities and on the date indicated.
SignatureTitleDate
/s/ Bruce Van Saun
Bruce Van SaunChairman of the Board and Chief Executive OfficerFebruary 23, 2021
(Principal Executive Officer and Director)
/s/ John F. Woods
John F. WoodsVice Chairman and Chief Financial OfficerFebruary 23, 2021
(Principal Financial Officer)
/s/ C. Jack Read
C. Jack ReadExecutive Vice President, Chief Accounting Officer and ControllerFebruary 23, 2021
(Principal Accounting Officer)
Signature/s/ Lee AlexanderTitleDate
Lee AlexanderDirectorFebruary 23, 2021
/s/ Bruce Van Saun
Bruce Van SaunChairman of the Board and Chief Executive OfficerFebruary 24, 2020
(Principal Executive Officer and Director)
/s/ John F. Woods
John F. WoodsVice Chairman and Chief Financial OfficerFebruary 24, 2020
(Principal Financial Officer)
/s/ C. Jack Read
C. Jack ReadExecutive Vice President, Chief Accounting Officer and ControllerFebruary 24, 2020
(Principal Accounting Officer)
/s/ Mark Casady
Mark CasadyDirectorFebruary 24, 2020
/s/ Christine M. Cumming
Christine M. CummingDirectorFebruary 24, 202023, 2021
/s/ William P. Hankowsky
William P. HankowskyDirectorFebruary 24, 202023, 2021
/s/ Howard W. Hanna, III
Howard W. Hanna, IIIDirectorFebruary 24, 202023, 2021
/s/ Leo I. Higdon, Jr.
Leo I. Higdon, Jr.DirectorFebruary 24, 202023, 2021
/s/ Edward J. KelleyKelly III
Edward J. Kelly IIIDirectorFebruary 24, 202023, 2021
/s/ Charles J. Koch
Charles J. KochDirectorFebruary 24, 202023, 2021
/s/ Robert G. Leary
Robert G. LearyDirectorFebruary 23, 2021
/s/ Terrance J. Lillis
Terrance J. LillisDirectorFebruary 24, 202023, 2021
/s/ Shivan S. Subramaniam
Shivan S. SubramaniamDirectorFebruary 24, 202023, 2021
/s/ Wendy A. Watson
Wendy A. WatsonDirectorFebruary 24, 2020
/s/ Marita Zuraitis
Marita ZuraitisDirectorFebruary 24, 2020

Christopher J. SwiftDirector
/s/ Wendy A. Watson
Wendy A. WatsonDirectorFebruary 23, 2021
/s/ Marita Zuraitis
Marita ZuraitisDirectorFebruary 23, 2021
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