Customer service

SBA’s Amazon-assisted save, W.Va. bank failure, BofA’s selective lending: Top stories of the week

04/10/20

After opening-day fiasco, SBA upgrades lender portal with Amazon assist; West Virginia’s First State Bank closed by regulators; BofA offers emergency loans to borrowers first, freezing out depositors; and more from this week’s most-read stories.

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TD has moved 9,500 call center agents home. Some may stay there.

04/08/20

Toronto-Dominion Bank is moving almost all of its call center employees from 15 different U.S. and Canadian cities to their homes in response to the coronavirus.

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Banks' digital outreach efforts amid coronavirus crisis fall short

04/06/20

Few lenders are finding creative ways to provide much-needed financial advice and emergency services online.

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How banks prepared call center reps to handle surge in volume — from home

04/05/20

Ally, Discover and USAA have made technological, managerial and policy changes to help their centers' employees cope with the rush of calls from customers hurt by the pandemic.

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Bankers need to come at this crisis from a different perspective

03/23/20

The coronavirus is changing how consumers interact in branches and banking online. Bank leaders should be prepared.

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Coronavirus testing loan servicers’ mettle

03/17/20

The pandemic has upended staffing plans, sparked concerns about servicers’ capacity to handle the expected crush of missed payments, and even raised questions about their ability to stay afloat.

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Wells Fargo making progress with customers: J.D. Power

12/12/19

TD Bank claimed the top spot in J.D. Power’s national bank satisfaction survey, but Wells Fargo showed the greatest year-over-year improvement.

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Banks top credit unions in customer satisfaction, survey finds

11/21/19

New American Customer Satisfaction Index data shows consumers slightly favored banks, which are benefiting from investments in technology.

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A familiar IT tool gets a new role in digital banking

11/19/19

Axos Bank favors remote access over chatbots, as it connects bankers with online customers in real time.

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Challenger banks bet public trusts them more than Google

11/17/19

Consumer trust issues have long been a stumbling block for challenger banks, but many say Google will face bigger obstacles.

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