HOW MAY I HELP YOU? A PROFESSOR GOES BEHIND THE COUNTER
Lisa Servon, Professor, Milano School of International Affairs, Management and Urban Policy, THE NEW SCHOOL
Will Sowell, President & Chief Operating Officer, INGO MONEY, INC
Bruce Murphy, Executive Vice President, Head of Corporate Responsibility, KEYBANK
Professor Lisa Servon shares dispatches from her recent work as a teller at check casher RiteCheck and as a call center operator for a payday loan company. While an employee of these companies, she gained deep insight into the importance of customer service, the challenges of providing access, and the daily choices consumers make. Her reflections from the other side of the counter have produced a rich set of questions on what it takes to build and deliver products that truly promote financial health, especially for those who find themselves with no margin for error. She will be joined in a discussion by industry veterans Bruce Murphy of KeyBank and Will Sowell of Ingo Money, who will share their perspectives on how banks, prepaid programs, and other providers can infuse their own business models and customer experiences with Professor Servon's insights.