USAA has updated its digital platforms to give customers more control over unexpected declines on large transactions and access to service representatives on its website.
Members of the $75.5 billion-asset bank can now notify it through its mobile app if they are planning major purchases. By doing so, the customers can avoid having such transactions flagged as suspicious or fraudulent, and can ensure sufficient funds are available for such purchases.
The San Antonio-based bank also upgraded its website to include a virtual assistant members can chat with and that can respond to 120 different inquiries about credit and debit cards and perform various functions like activating cards, changing a PIN, adding travel notifications and reporting lost or stolen cards. The virtual assistant has been available on the USAA mobile app since 2013.
"We're focused on delivering convenience and speed for our members' everyday banking needs," Prianka Advani, assistant vice president of USAA, said in a Tuesday news release. "Our first step is to listen to our members and innovate to match our tools with their behaviors."
The additions were developed based on member feedback and data about members' most common transactions, the bank said in the release.