Client communications

After the failures of Silicon Valley Bank and Signature Bank, other institutions rushed to reassure their customers. But it can be tricky to ensure these messages do no harm.

U.S. retail customers who said their primary bank met their needs for guidance gave it much higher grades, according to J.D. Power’s annual survey.

Documents shed light on how two brokers overseeing trainees allegedly called hundreds of phone numbers on Merrill’s Do Not Call list.

Just like the industries that they cover, the lack of Black representation among news outlets acts as a barrier against understanding and eliminating systemic racism.

The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way.

The results of the American Banker/RepTrak Survey of Bank Reputations underscore the importance of communicating in a crisis.

Members of NW Iowa Credit Union soundly rejected merging into Siouxland Federal Credit Union. The pandemic could lead to more unexpected results.

Credit unions have been encouraged to help members in a prudent and fair manner but that also means properly documenting the decision-making process.

Credit unions can build trust within their communities by providing clear and consistent communication as the pandemic causes economic anxiety.

Good customer service, layered with new technology, gives community banks an advantage over big banks.

The long-awaited proposal includes safe harbors to protect collectors from getting sued, but would restrict phone collection attempts and allow borrowers to opt out of receiving other communications.

The digital customer experience is getting better. Firms should take notice.

Many digital-only robos are slowly adding human advisors.

Staffers at the bank's flagship, multilevel branch in Manhattan say wearable tech has proven ideal for discreet communication among each other to speed customer service.

One community bank decided it can build closer relationships with business clients by hosting events to help them learn how to fortify their cyberdefenses.

Voice assistants impress at tech demos, but new research shows bank customers aren't ready to ask a speaker about their accounts just yet.

The Seattle-based provider of text messaging solutions for landline phones said further credit union partnerships are set to be announced later this year.

A growing number of credit unions are interacting with members through text-messaging channels in place of more traditional contact methods.

Customers are sprinkling symbols into their texts, and it's a challenge for banks to fine-tune systems to support the use of the cartoon code in communications.