M&T Bank Corporation (MTB) Earnings Call Transcript & Summary
December 10, 2025
Earnings Call Speaker Segments
Unknown Analyst
AnalystsAll right. We're going to get started. Up next, we are pleased to once again have M&T joining us. M&T had another strong year, highlighted by strong fee income growth, continued expense discipline, continued improvements in credit and returned lots of capital. I think the most in the peer group. Here to tell us how they're going to continue this momentum is CFO, Daryl Bible. Today's presentation is a fireside chat. And for everyone here, I'm sure you saw the company did publish a slide deck last night, where they reiterated their fourth quarter guidance, which we will touch upon shortly, but I just want to make sure that everyone saw that. So welcome, Daryl. Thanks for coming again.
Daryl Bible
ExecutivesNo. Thanks for inviting us. Happy to be here and excited to talk about '26.
Unknown Analyst
AnalystsAwesome. Well, maybe before we talk about '26, we'll kind of round out '25 here. As I talked about, another solid year, margins increased. We saw some pockets of loan growth. Credit continued to improve as you further derisk criticized and you returned a lot of capital. There were some tweaks to NII because of softer CRE, which we'll touch upon. But maybe just with that as background, talk about what you felt was successful in '25 and how that's positioning the bank for 2026?
Daryl Bible
ExecutivesYes. I think when you looked at it and look at the pieces, you could start with the balance sheet. From a lending perspective, we knew going into the year that CRE would be down early on. We thought it would grow later in the year and that didn't happen. What was really exciting to see was the growth that we had in our consumer portfolios and residential mortgage that helped overcome what that growth that we didn't see from the CRE portfolio. From a C&I perspective, we continue to do well in our specialty growth. Some of our regional markets are growing nicely. On the deposit front, I'd say our deposit growth was decent for 2025. I think that's pretty good to have, and we expect that to continue and maybe have more momentum in '26 as we move forward. From a fee perspective, that was probably the highlight. We were up 16% year-over-year on that. That includes a couple of one-timers there but still on a core basis up really significantly there from that perspective. That was led by mortgage, trust and our treasury market, our treasury management products and services. Expenses pretty much came in, in place on track, which is what we thought they would. And I think we're doing well there. And credit continues to surprise us. It continues to get better, faster than what we thought it would. And our criticized levels continue to come down and nonaccrual levels. So all that, I think, was really positive for '25.
Unknown Analyst
AnalystsGreat. So maybe to think about your strategic priorities, you've had 4 built around expanding certain markets, simplification, upgrading systems to be more resilient and scale capabilities to manage risk. As you look ahead, like -- how do you see your -- the strategic priorities of the bank evolving over the medium term?
Daryl Bible
ExecutivesYes. From a big picture perspective, we've been on this journey for 7 or 8 years now from a technology space, and we continue to make investments. If you look at our funds, expenses that we pay in technology, it's tripled over that same time period. So I think we're doing a lot, deploying more capital into our technology spaces. I would say the last couple of years was really focused on resiliency. We were investing in projects that really gives us a solid foundation. You can look at the data centers that we put in that we now have up live in Northern Virginia and outside of Chicago. If you look in finance, we're actually in production parallel in our general ledger system. We hope to turn off the old general ledger system in the first part of 2026. That's foundational. In our commercial area, the factory that actually generates how we make loans and credit decisions and all that was rebuilt, and that's finished. So all that was kind of foundational. Where I see us moving now is moving closer to the customer and the customer experience and trying to facilitate and get those systems and processes is best-in-class as possible. So I think we're going to continue to work on. We started a project on commercial payments that will improve our client experiences for our commercial customers there. Commercial servicing, we're looking at consumer servicing. So those are areas that will help from a digital basis, we're looking at improving our digital experiences not just in the consumer and business banking space, which is really core, but also to our wealth function, which is really meaningful from that perspective. So we're kind of transitioning and moving in that direction and feel good that we'll have a good client experience and help continue to grow our company as we move forward.
Unknown Analyst
AnalystsSo before we dig a bit deeper, let's just spend a minute talking about the fourth quarter update or reiteration that you put out anything in particular that you wanted to highlight or walk through about 4Q? And how does that position you guys as we kind of jump off '25 and enter '26?
Daryl Bible
ExecutivesSo when you look at what we've done 2 months now into the fourth quarter, we actually are growing CRE. If you look at where it was in the beginning of the quarter where we are now, we're actually net up. So our runoff that we thought would have happened earlier is actually happening now, our production levels continue to increase. So point to point, we'll probably be positive in CRE, which is a good thing to have. On the deposit front, we're growing our customer deposits nicely. Our DDA is growing, but maybe not quite at the pace that we thought, but it's still growing from that perspective. On the fee side, I think our fees are coming in really well on track with what we thought they would. Expenses are coming in maybe a little bit on the high end or being impacted by a little bit higher costs in our medical area, some of our compensation areas and professional services, but we'll still be within the range that we have. But -- so just a little couple of tweaks, but really feel good. And from a credit perspective, I feel really good that both criticized and nonperforming will be lower again in this quarter.
Unknown Analyst
AnalystsSo let's dig into loan growth. Maybe let's put CRE aside for a sec. Maybe just talk about where you see the opportunities to grow, whether it's C&I and consumer? And how is that -- where do you see the opportunities outside of CRE to position the bank to improve growth into next year?
Daryl Bible
ExecutivesSo as we kind of start 2026, I'll give you a little story. So some of our leaders on executive leadership, Peter D'Arcy, Eric Feldstein, talked to the leadership team and said, we think we can do better if we really focus on, we call it teaming together and really focus on growing our community markets. So we've spent now the last 3 or 4 months organizing how to team better and to get organized. But one of our goals for 2026 is to really bring the full capacity of the bank even better than we have to our customers and clients and communities from that. And I feel really good that we'll be successful and actually growing more aggressively, maybe middle market commercial, which really has been pretty flat line for the most part. It's really important to us, but really trying to focus on that growth in that area. I think it would be important for that. On the consumer front, it's something we can dial up, dial down. But with the growth that we are projecting and now starting to see in CRE, we'll probably take the pedal off a little bit on the consumer. And most of that in the indirect business is just an asset. So you don't really lose much except for the asset. But if we get it more in a wholesome relationship we're better off from that perspective, but that's something we can dial back and forth from that perspective. And I think there's specialty businesses within the C&I space. We continue to build out. Peter is investing in more verticals and all that. So I think that will be helpful. He's really focused on kind of the large market commercial companies in our space and all that. So I think building out our capabilities to serve those clients will be very helpful.
Unknown Analyst
AnalystsSo as of the third quarter, CRE had been down 16% year-on-year, and that continued to decline. And obviously, it's good to hear that we are starting to see the inflection. Maybe just talk a little bit about what is driving this inflection, whether it's on the production side or specific areas? And maybe just talk a little bit about do you feel this inflection is sustainable and we could continue to see growth into 2026 across CRE?
Daryl Bible
ExecutivesYes. Yes. So we're counting on growth in '26, to be honest with you. But when you look at our CRE space, all the -- we made loans in CRE last year. I didn't feel like it being down 16%, but we did. A lot of those were construction loans, and those construction loans, guess what, start to get funded up in '26 and all that. So we know that's going to happen. That's going to be in addition from that growth. We are finally seeing a slowdown in payoffs, which is what we've been projecting now for a couple of quarters. That is now actually happening. And then our production levels continue to increase. Our win rates are better. I would say M&T is back in place in the CRE space.
Unknown Analyst
AnalystsNo, that's great to hear. Let's switch gears a little bit and talk about NII. I know we'll get guidance in January. But couple of things. Maybe just talk about key drivers for NII growth into next year, can the margin expand beyond 3.70%? And do you expect it to be more -- NII growth to be more driven by margin expansion or balance sheet or both?
Daryl Bible
ExecutivesYes. And our plan that we put together for '26, we have both from that perspective. I'd say growth in lending and deposits will have a larger balance sheet, so that will help us grow NII at a net margin benefit from that. And then when you look at repricing and margin, we still have favorable things that we know will happen that should give us some lift in the low 3.70s is probably where we'd be expecting margin to be. So similar to what we had last year, we grew 6 to 8 basis points. I think we'll continue to grow in '26 as well.
Unknown Analyst
AnalystsAnd it sounds like you should have better balance sheet growth this year to drive it. So maybe let's just talk a little bit about rates. You positioned the balance sheet to be neutral to cut. You guys have been successful in bringing down deposit costs. Maybe just talk about what -- we're going to hear from the Fed today, maybe just talk about your updated expectations for deposit repricing. And what are your expectations as we move further into the easing rate cycle?
Daryl Bible
ExecutivesYes. I think we're really pleased. Our deposit betas in this downward cycle has been in the low 50s, which is, to be honest with you, you'd expect it because it was similar to that when it was going up. So no news there. It should react down from that perspective, and we are seeing that. We do expect the Fed to move today and probably have 2 or 3 moves in next year, which will be good and feel comfortable all through next year, we should still stay in the low 50% beta range. At some point, though, you're going to get to a point where the retail deposit franchise will start to get forward out on what you can actually cut. But we're probably 100 to 150 basis points away before we see that happening.
Unknown Analyst
AnalystsSo you should still have good momentum in terms of bringing down deposit costs. Now maybe let's just talk a little bit about deposit competition. If I think about M&T sort of the hallmark of it is the density has within its footprint as a market leader. So a lot of times, you guys can have a big impact on the competition. But maybe just talk about what the deposit gathering looks like across the footprint. You talked about success you've had in consumer. Maybe just talk about where you're seeing the good opportunities to grow deposits as you look ahead?
Daryl Bible
ExecutivesSo if you look at our 6 businesses, all 6 businesses for '26 are expected to grow deposits. We'll have growth in the consumer sector, business banking and commercial. And that's kind of a core where you get the operating account. And we go to market, first and foremost, to get the operating account from our clients, and if we get the operating accounts and everything else will follow over time from that. But we also have growth expectations in our wealth area on deposit side, in our corporate trust area through our activities that we have in M&A and escrow in that space. And then also growth in mortgage. Mortgage is -- we're a big servicer of loans. We do a lot of subservicing. So we get a lot of escrow deposit growth there. I think all those areas are areas that we feel comfortable will contribute positively as we move forward and support the growth of the company.
Unknown Analyst
AnalystsSo let's shift gears a little bit and talk about fee income, and we'll start broad before we get into some of the specifics. So you've had a really robust year of fee income growth, pretty diversified across mortgage trust and service charges. And I think at earnings, you noted that you expect the momentum to continue into next year. So maybe just unpack for us where you see the best opportunities to grow fees? And what do you see as the keys for -- as the key drivers moving forward?
Daryl Bible
ExecutivesYes. So we had a great year in '25 in fee income growth. I don't think we're going to repeat that in '26, but I do believe we're going to grow positively, and we'll give you guidance on that in January. I'd first start off with our mortgage area. If we're able to continue to grow our subservicing area, that's also an area where we can grow our fees in that space very nicely at good margins because of our automation and technology that we have in that business line makes a lot of sense to do that. We continue to invest in our treasury management products, so that will support fees as well as DDA and other types deposits there, so that will be a positive. Corporate trust area will continue to grow and do well in that space, but probably not have the growth that we've seen in the last couple of years there, but still have, I think, a decent growth in that space. I think the one that surprises you're going to see is our capital markets. We are really known for capital market fees. And I've had requests now to actually take -- we have a lot of those line items in our other fee income categories. Right now, other is too big. We need to break it out. So once the general ledger goes live, we will be able to readjust and show our capital market fees from that. But really expecting good growth as we build out that whether it's a customer derivatives, FX, syndications, other fee products. It's really starting to add up. And you see the growth in the other area supporting. So we'll actually highlight now, and that will be growth. And finally, wealth, I think wealth will be a good growth engine for us. We're starting to see positive growth in our inflow of assets, which is really good news. And we think we have a lot of referral business going back and forth as we team together to help grow that business faster.
Unknown Analyst
AnalystsSo maybe let's dig into 1 or 2 of those. So I think you're one of the few banks that was actually able to grow mortgage this year. Obviously, your business is pretty diversified and has several different sub businesses in there. But maybe just talk about what has driven this performance? And can this continue to be a growth driver for the bank looking ahead?
Daryl Bible
ExecutivesWe believe that with the investments that we've made or how we do business, we're known as being really good at servicing the hard-to-service type mortgages, FHA, state of New York just because they have more regulations, more requirements, just more delinquencies. So in those areas are the areas where you generate more revenue, you get paid more for it. Those are the areas that we really focus on and really are aggressive to try to attract in there. So we hope to have more opportunities and be able to swing and continue to grow that space over time.
Unknown Analyst
AnalystsAnd then I wanted to dig into the trust business, which obviously is a combination of multiple businesses, wealth and corporate trust. You've had an incredibly successful year there. First, just what has been driving the growth? And then second, on the wealth side, can you maybe just talk about the strategy, particularly on expanding the focus on $5 million to $25 million of AUM, which I know has been a big focus for the bank.
Daryl Bible
ExecutivesYes. I'll start with the wealth side first. So we break our wealth segments into less than $5 million to $25 million and over $25 million. And the less than $5 million, which is really what we get through our consumer retail channel, we've actually just moved one of our leaders that was in business banking to run that business in the wealth area from that space. She's been in the job about 6 months, and we're already -- it was growing nicely before we're actually seeing a lift because of how she's engaging the people in the field and how they're just collaborative nature we have between both of those businesses coming together is really positive. But when you look at the $5 million to $25 million, I think that's really going to come from referrals from business banking and our middle market, those are the areas that we think that we can get more referrals and help grow net asset growth in that space. It's something we're really focused on and really believe that we can have a significant difference in that space. If you go to Corporate Trust. Corporate Trust, we have about 20 different businesses within Corporate Trust. The businesses where we generate most of the revenue is in structured, loan agency, M&A, public finance, those areas. I think those areas will continue to grow and do well. Depending on market activity, it kind of will depend on how much we can grow in that space. But really feel good that we will continue some momentum in that space, but maybe not as much as what we've seen in the last couple of years.
Unknown Analyst
AnalystsSo let's shift and talk a little bit about credit. In your opening remarks, you had some positive commentary. We've continued to see improvement in criticized assets. They've come down from I think they were over 14% closer to 9% today, and I think it's faster than most of us expected. One, just talk about what is driving this, how much more room for improvement is there? And does -- does this at all change the way you approach growth once you get there, given the run-up that you had and the period of improvement that we've been through?
Daryl Bible
ExecutivesYes. So I think there's a lot of positives. I mean, first and foremost, our customers are performing better. So they have better operating performance. So just that alone gets us over the debt service coverage, threshold and improves that. We've had help from the Fed with lowering rates. We probably still think we believe we need to continue to lower rates for various reasons. But I think that will be a benefit. We've had people get refinanced away from us. A lot of times, those were criticized loans, so that was a positive. And we've had people put capital and equity into it. And that really shows the quality that we have of our customer base that we serve and the commitments that we have in that perspective. So we feel really positive from that perspective.
Unknown Analyst
AnalystsSo last quarter at earnings, obviously, NDFI was the big focus. If you listen to the commentary yesterday, it seems like a lot of those things truly were one-off and you had a lot of banks talking about the confidence in their portfolios. When I think about yours, you only have 8% of your loans in this portfolio, I think it's below peers, which are closer to 11%. Maybe just talk about some of the dynamics within your book. Are there any areas of risk within that, that you see as emerging? And maybe just talk to the risk characteristics of your book relative to the industry?
Daryl Bible
ExecutivesYes. So it's good that we have a general definition for this type of asset class, people out there. But within that asset class, you have a lot of different risk threshold levels from that. And we tend to be on the more conservative side. So if you look at it, we tend to lean very heavy on the mortgage space. In mortgage space, we have a big business in mortgage warehouse. And that's really not a credit perspective. It's more of an operational risk. As long as you have good operational controls in place, you are going to lose money in that space, and that's a positive. We also lend money to REITs. We really lend money to the REITs that are well known in the marketplace that we believe are the most secure and safe there. So from that perspective, we feel good. We also have a concentration in private equity lending, mainly capital call lines with our fund banking operation. We don't do NAV lending, which is a more riskier type of lending from that space. So we feel good with the growth that we've had there and we'll continue to grow in that space. Net-net, overall, I think we feel good with what we have today, and we'll continue to grow for us, but it's going to grow for us in the areas that we think are best and from a risk return perspective makes sense for us.
Unknown Analyst
AnalystsSo Daryl, on the back of this, while you didn't have any credit exposure to any of the loans that went bad, you did have some other roles in some of the Tricolor deals. Maybe just tell us, talk about your exposure there? And how do you see this playing out over time?
Daryl Bible
ExecutivesYes. So we were custody agent and trustee on a lot of transactions with Tricolor. We feel that the fraud or alleged fraud that happened with Tricolor is out there, and there will be definitely a lot of issues that will be surfaced and what will be known out there. We feel good about our position and where we are and what we've done. We just recently saw a couple of entities get sued by various fund members and all that. So I think there's going to -- that's going to continue. I think it's going to be something that will play out through '26 and all that. But we feel good about what we've done and how things are situated.
Unknown Analyst
AnalystsSo let's shift and talk about capital priorities. Obviously, I know Rene spent a lot of time talking about this when he presented last month, although he commented that the stock...
Daryl Bible
ExecutivesHe's all over capital.
Unknown Analyst
AnalystsHe commented that the stock has been doing well and it's obviously done well since. So maybe you got to get them out there speaking a little more. But...
Daryl Bible
ExecutivesHe wanted to be here.
Unknown Analyst
AnalystsI know. I know.
Daryl Bible
ExecutivesWe're doing talent review. I didn't get to do day 3 of talent review, but he's there, really looking at supporting all the people in our company, our future leaders of everything, which is really important for us.
Unknown Analyst
AnalystsYes. We'll put in the word that you're talented. Given where the stock valuation is right now, how are you thinking about capital priorities from here?
Daryl Bible
ExecutivesFirst and foremost, capital should be used for our clients, communities. I think we have enough capital to support that. We have great history from a dividend record. We didn't cut the dividend in the Great Recession. Our dividend payout is in the low to mid-30s, really good protection and making sure we can continue that in the long term. But we increased it 11% this year. We'll continue to increase it as our earnings continue to grow from that perspective. Next, I would say, in the order is really M&A. I think M&A if that's available out in the marketplace. And if it's a good investment for our company, culture-wise and financial-wise for our shareholders, that's where you would deploy capital next and foremost. We haven't done that since the People's transaction and then share repurchase. And you heard him talk with where we're trading at now and all that. We're buying back a lot of stock. If you look at 2025, about 8.7% of our outstanding is what was repurchased in 2025, which is a fair amount. I think probably more than double anybody closest to that.
Unknown Analyst
AnalystsAnd we'll come back to M&A in a second. I don't think you're going to get up. So maybe just digging into capital a little bit further. I think you were at around 11% at the end of 3Q. I know you've guided to 10.75% to 11%, which is still above your long-term target. You said that you repurchased 8.7%, which I know that you have been talking about $400 million to $900 million. Lucas is not quick enough to update the numbers to me that quickly, but I'm guessing you're somewhere in that $400 million to $900 million range. But maybe just talk a little bit about what you need to see to bring down capital towards your long-term target? And how should we be thinking about buybacks in the context of what sounds like could be an improving loan growth environment?
Daryl Bible
ExecutivesYes. So we're seeing continued improvement on our balance sheet. Asset quality continues to get better. That will continue into next year. So that's a good guy, and that will be a big positive for us. Economy is still moving forward. There's not a majority of economists saying we're going into recession, although there are some saying they might have a 30 plus or minus percent of a recession coming forward. So it is something you have to watch and be out there. But what we see right now are, for the most part, clients are out there doing investments, spending money and all that. So I think net-net, overall, that's positive. Our range was 11% to 10.75%. I think in January, we'll give you a number. It will be lower than that and feel good about it. And I think our share repurchase in '26 will be pretty significant as well.
Unknown Analyst
AnalystsSo when we think about the footprint, you guys operate in 12 states in D.C., and I know you have great market share and about around 7 of them, 5 of them where you'd like to improve it. Maybe just talk about what you're doing to increase the density and scale in the markets and can it be done organically?
Daryl Bible
ExecutivesYes. We definitely can grow organically, and we are growing organically. If you look in New England, we have -- that was one of our priorities for the last 2 years. We've deployed sales teams in the mortgage area, the wealth area, business banking to really add more scale into that space and all that. And we are starting to reap some of the benefits of that. And if you look in Boston market, we have very small share in that space, but we show up as if we have significant share in that space, and we're starting to grow. We look back to what we did in Baltimore, 20 years ago, where we were really small in Baltimore and now we dominate Baltimore there, and we hope to do that in other cities in New England and throughout our footprint.
Unknown Analyst
AnalystsSo maybe as a follow-up. So I know you obviously came from an institution who did an MOE because they thought they needed to do it to have scale. And we'll stay beyond that discussion. But as I speak to investors, I think there still is a perception that the biggest banks have scale and many of the regionals don't. So maybe just talk about within M&T, how do you define scale? And do you think M&T has the scale that it needs to succeed?
Daryl Bible
ExecutivesI think we continue to perform really well. And if you look at our profitability that we have besides the largest bank in the country, we are the most efficient bank out there. So I think if there's any doubt that we don't have the scale needed to serve the clients and the communities that we are in, I'd say, if you just look at our results from that perspective. The focus is really getting more density in the markets that we serve and really using our community banking model to serve our clients and how we deliver our clients. So we get the whole bank coming to them and meeting the needs from that perspective. Technology-wise, Rene talked about over the last 7 or 8 years that we've made a lot of foundational investments within technology. We continue to build that out and continue to improve that, and we get better at that each and every day from that perspective. And net-net, when you -- when I go through like the budget process with my team and all that, everybody has started out to be task flat, even technology. But how we deploy on all these projects, you really see technology growing high single digit, low double digit because of all the investments that we're making in that space. And I think that's the playbook that you see on a continual basis.
Unknown Analyst
AnalystsSo I think I've asked every bank about their capital priorities, and I think you're the first one to list M&A, if not less. So it's good to hear. Maybe just talk about what you're looking for in terms of a partner characteristics size, cultural fit? What are some of the key elements that are important to M&T?
Daryl Bible
ExecutivesWhen we look at partners to partner with out there, we look at -- first to look at what we are, who do we want to bring to the family and all that. And so culture is really important. We have a great culture at M&T and making another company that has a good cultural fit will be really good. I think I believe, Rene believes the deposit franchise is really key and core to long-term earnings potential and all that, and we're having real customer relationships. So that's really important. Good credit culture is important. People's had a great credit culture from that, that blended really well for us. So that was really positive. So those are the ones that I think would come together. And then obviously, we have to have good financial metrics to make sure all of our constituencies are pleased from that perspective. But it's not going to be anybody that's going to surprise you if and when we do an acquisition, it's going to be somebody to say, "Oh, that makes sense for M&T and that's a good fit for the company".
Unknown Analyst
AnalystsSo last month at BAB, Rene talked about the challenges of doing a deal with the stock at the price it was at and sort of the conundrum between IRR and TBV earnback. I think Bill Demchak, echoed similar sentiment yesterday. Can you maybe talk about how you weigh the different metrics, IRR versus EPS accretion and earnback? And what are some of the parameters that the management team is using to evaluate a deal? Is it TBV earnback, the CRE concentration? What are the main things that get factored into that?
Daryl Bible
ExecutivesYes. So not to be a cop out, but we look at all of them, to be honest with you. We want all of them to be attractive for us to do the transaction. But we know that the marketplace has focused on tangible book earnback. We do spend a lot of time from a tangible earnback basis. And there's deals in there that we hypothetically model that work in our footprint. There's other deals that don't work just because of our valuation level where we have. That's why we're buying back a lot of stock. We can't do acquisitions, we're going to buy back stock and continue to think -- believe in and that's a good long-term investment for us.
Unknown Analyst
AnalystsSo maybe to switch gears in the last minute or 2, a couple of questions. You've been heavily investing in tech. Some of the stats, I think, as you mentioned, Rene said, you invested 3x more than you did 8 years ago. 60% of the tech was outsourced today, 80% is in-sourced or in-house. And you -- I still have some major projects. You talked about the GL going live, debit system, all the commercial servicing, and a couple of other things moving stuff to the cloud. Maybe talk a little bit more about what's next and how will this help you with customer acquisition inevitably to help grow the bank?
Daryl Bible
ExecutivesWe are really focused as we transition from resiliency type projects to more client-focused projects. We have Krista Phillips, who joined our leadership team about a year ago from another large institution. And she's really brought. She's our customer officer of the company and really brings to the table when we meet in executive leadership, what we want to do to serve our client. But it's the investments that we're making to make sure the client experience and the security and safety of how they transact with us are really good. The investments that we made not to brag a little bit, but if you look at the CrowdStrike incident that happened last -- or earlier this year, we were up and running by 8:30 in the morning, where other people were struggling all through the weekend and all that. Our investments are paying off. You look at our downtimes on our major systems and all that, it's very minimal from that. So we're trying to really serve and have great client experience. We will continue to invest in that. Mike Wisler and Rich McCarthy, we just pulled together all of our technology and operations all under one umbrella from that perspective. Putting that together will give us not only more efficiency, but also better ways of how we do the back office, how we can replicate and in times of seriousness how we can respond quicker and faster from that perspective. We call that operational excellence.
Unknown Analyst
AnalystsMaybe one last one. I guess, despite all these investments, you've been able to hold costs to 3%, talk about where you're finding efficiencies. And I know you're talking about operating leverage. How do you balance operating leverage with making the necessary investments? And how should we think about operating leverage over time?
Daryl Bible
ExecutivesYes. It's a juggling act. If you really look at it and to be honest with people, it's really how you set your priorities. I mean everybody wants to -- in an easy world, everybody will say, I'll take more money, more FTEs and let me grow my area more. And at the end of the day, you have to continue to look at your shop and you need to rationalize and make sure that hear what you're doing makes sense. And if there's a higher priority, you do that higher priority and maybe you deemphasize something else from that perspective. So there's always trade-offs, and our leadership team is really good at doing that. We also focus on vendor spend and our real estate, corporate real estate, and those are other areas. But our major cost is around personnel, and it's really what we do there and how we treat our clients and our employees, but really making sure it makes sense, and we're focused on the right priorities.
Unknown Analyst
AnalystsGreat. Well, we're out of time. So please join me in thanking Daryl.
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