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 Frost Bank:
A Force
By Alissa Reinhard
W hen the pandemic began, nearly a year and a half ago, Frost Bank made a conscious decision to do everything in their power to support their customers and community. The future was uncertain, but Frost stood firm in their commitment to provide outstanding customer service, no matter the circumstances. In a time when individuals, families, and business owners needed support, Frost never
Before the pandemic, Frost had always been known as
the bank that “Frosts it Forward,” dedicating time, money, and resources to numerous local events, causes, and organizations. In March 2020, when COVID-19 was starting to cause business disruptions and an economic downturn, Frost stepped up big, donating a total of $2 million to Texas nonprofits helping to alleviate the effects of the pandemic.
Frost Bank Stone Ridge
   Frost Bank Tower Downtown
 Kate Crosby, VP of Stone Ridge Frost Bank
“This remains the largest charitable donation in Frost’s history,” said Kate Crosby, a Vice President at Frost Bank at Stone Ridge. “The funds were distributed to nonprofits throughout the areas of Texas where Frost has operations.”
Then, in April 2020, when the federal government initiated the Payment Protection Program of emergency loans,
work schedule or helping their children adjust to virtual learning, Frost provided its customers the invaluable option to call at a time that was convenient for them, even outside business hours, when the work and school day was over.
“Callers can talk to a Texas-based banker round the clock, seven days a week,” explained Crosby. “Its services like this that show our emphasis on customer service and customer satisfaction. There’s nothing more important.”
For the past five consecutive years, Frost has achieved
Frost Bank worked diligently to help small business owners to receive PPP loans in 2020 -21.
the highest scores in the nation for service to small and mid-size business customers in the Greenwich Awards. These awards are national and regional honors earned by banks who have measurably distinctive brands and service
quality. And for the past 12 years, Frost has received the highest ranking in customer satisfaction in the J.D. Power Retail Banking Satisfaction Study for Texas.
“Frost got its start more than 150 years ago in downtown San Antonio, but a lot of people in Texas still don’t realize that one of the country’s best banks is right around the corner from them,” said Crosby.
Frost Bank is firmly rooted in San Antonio and in the growing community of Stone Oak. It succeeds by helping its customers succeed. Frost Bank’s Stone Oak location off Stone Oak Parkway opened its doors in 2008, its first branch in the Stone Oak area. Over the past 13 years, Stone Oak has grown by leaps and bounds. With new businesses opening their doors week in and week out, the 281 corridor has exploded with new life.
“When I first started working for the bank 27 years ago, Mr. (Tom) Frost told us that part of our job is to be out in the community, and that really resonated with me,” Crosby stated. “Most of my customers are small, family-owned businesses. Oftentimes, I’ve seen them as they’ve grown from the ground up. I’ve been a part of their struggles and successes. I’ve helped them answer the question of ‘Where do we go from here and what do we do next?’ I get to hear and be a part of the whole story and for me, it’s just been the most rewarding thing I’ve ever done.”
Frost Bank - 2 locations in Stone Oak
Stone Ridge Market
21011 US Hwy 281 N. 18762 Stone Oak Parkway San Antonio, TX 78258 210-220-4011
  Frost wholeheartedly chose to participate, outperforming much larger national banks in terms of helping its small- business customers secure access to these forgivable loans.
“We had hundreds of bankers working very long hours to help small-business customers secure access
to emergency Paycheck Protection Program loans,” Crosby stated. “Through the two rounds of PPP, Frost has helped Texas small businesses get more than 32,000 PPP loans for almost $4.7 billion. To put that into perspective, we typically process around 9,000 commercial loan applications per year, so in the past 12 months, Frost bankers have processed about three and a half years’ worth of PPP applications.”
At the same time, Frost has kept its 24-hour customer service phone line fully operational, scrambling to set up needed technology at the beginning of the pandemic that would allow the customer service bankers to work remotely rather than in a call center. While customers of other banks waited on hold for hours with questions about their loans or finances, while also juggling a new remote
   July 2021

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