Customer Experience

Standard Operating Procedures

Debit/ATM Cards

Provisional Credit/Debit

Debit/ATM Limit

Closed Account Requests

External Transfers

Account Maintenance

Demographic Change

Dormant or Inactive Status

Quality Assurance

Mobile Check Deposit

Online Banking Portal

Restrictions/Holds

Unusual Activity

General Mortgage Qs

Document Requests

Special Request

Call Transfer Guide

SOPs - SVP Approved

Contact Authentication

Move Money Options

Digital Bank Operations

Standard Operating Procedures

Interest-Bearing DDA/SAV

Bitcoin Checking

Tag: phone

Can the customer make a mortgage payment over the phone with the Payments Team?

July 11, 2023

October 10, 2023

Customer Experience, Existing Loan, Standard Operating Procedures

Mortgage Payment, Payment over the Phone, phone, Phone Payment

How does the Customer Success (CX) team receive Fee Waiver requests?

September 23, 2022

September 26, 2022

Account Maintenance, CDs, Complaints, Customer Experience, Fee Waiver, IRAs, MaxMyInterest, Money Market, Standard Operating Procedures, Web Admin

CX Team, email, Fee Waiver, OLB, Online Banking Portal, phone, ustomer Success, Web Admin

Phone scripts for CD Retention

September 23, 2022

September 23, 2022

CDs, CDs, Customer Experience, Retention, Standard Operating Procedures

CD, CD Retention, Inbound call, outbound call, phone, Retain, Save, SCRIPTING, scripts

How does the customer initiate a transaction dispute?

September 22, 2022

September 26, 2022

Account Maintenance, Customer Experience, Debit/ATM Cards, Disputes, Standard Operating Procedures

dispute, email, initiate, online banking, phone, transaction dispute

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