Customer service

Big banks should bring back U.S. jobs after tax cut: Brown

05/08/18

In letters to the six largest U.S. banks, the Ohio Democrat accused the banking sector of moving call center jobs overseas while reaping benefits from the recent tax cut law.

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Small bank is using Wells Fargo as a punching bag. It’s a risky move

05/03/18

A New Jersey community bank has launched a campaign that takes digs at the megabank while highlighting its own values. Should others follow its lead?

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What other banks can learn from BB&T's glitch

04/20/18

Several banks have reported digital service outages this year, but now there’s a detailed breakdown of one of them — and it shows that the damage goes far beyond reputation.

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CFPB eyes potential changes to consumer complaint process

04/11/18

The Consumer Financial Protection Bureau on Wednesday asked for public input on the way it receives and processes complaints from consumers in what the agency said was a preliminary step toward making improvements.

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Credit Karma bets big on chatbots as others balk

04/03/18

While the banking industry is divided on the use of conversational technology, the San Francisco company believes chatbots can make it easier for customers to discuss their finances.

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Collecting debts doesn’t have to mean alienating customers

03/27/18

There are ways to provide a better consumer experience, even when institutions are looking to settle up on unpaid accounts.

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Community bank launches digital account targeting the unbanked

03/22/18

AxiomGo is being offered to customers seeking alternatives to prepaid cards and traditional checking accounts.

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CFPB seeks input on consumer complaint portal

03/01/18

The Consumer Financial Protection Bureau issued a request for information Thursday on the bureau’s public reporting of consumer complaints, which has long vexed the financial services industry.

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To get ahead in banking, ignore the competition

03/01/18

Given the rapid pace of change across the industry, it’s wise for banks to focus on improving customer service rather than chasing the strategies of their rivals.

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Despite careful planning, TD Bank fumbles online banking upgrade

02/20/18

Scores of customers have been unable to use digital channels to access accounts for more than a week, and many have taken to social media to voice their displeasure with TD’s response to the outage. The lesson for other banks: Test new platforms, and test them again, before making them live.

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