Customer service

Banks, credit unions slip in customer satisfaction survey

11/18/20

The latest report from the American Customer Satisfaction Index reported lower scores for both industries, with credit unions recording their lowest ranking since 2011.

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Consumers are anxious. Credit unions can be a calming force.

11/06/20

The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way.

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How U.S. Bank, People's United use tech to predict customer needs

11/03/20

The two banks are among those deploying advanced analytics to give customers advice before they may even know they need it.

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Membership growth, profitability anxieties top of mind for credit unions

10/02/20

Many sectors are concerned about making money in an economic downturn, but those fears are higher in the financial sector, according to a study from Arizent.

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Banks are stepping up tech for people with disabilities

09/11/20

U.S. Bank and Regions revamped their apps with accessibility in mind; JPMorgan Chase built a branch for customers who are deaf. Such efforts can help banks appeal to more customers in existing markets.

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Why sluggish mail delivery matters to banks

08/21/20

Late fees on loan payments and late-arriving documents tied to forbearance and loan forgiveness are just some examples of how delays caused by cutbacks at the U.S. Postal Service could affect lenders and their customers.

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When customers contact Wells Fargo, AI system goes to work

08/19/20

An internally built system called Advanced Listening analyzes phone calls, emails, text messages and more, identifying possible compliance violations, systemic issues and opportunities to improve processes, products and customer service.

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Government stimulus spending boosts Green Dot’s earnings

08/05/20

The prepaid card company benefited during the second quarter from payments that were designed to offset the pandemic’s impact on U.S. consumers.

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Advice to debt collectors in pandemic times: Watch your language

06/26/20

Now perhaps more than ever, banks and their proxies need to show tact when communicating with past-due borrowers.

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Frustrated by PPP, many small businesses are ditching their banks

06/21/20

Business owners are changing banks at three times normal levels, a trend researchers attribute to their difficulty in obtaining emergency loans. If the forgiveness stage of the Paycheck Protection Program proves arduous, that rate could climb much higher.

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