Customer service

The coronavirus is changing how consumers interact in branches and banking online. Bank leaders should be prepared.

The pandemic has upended staffing plans, sparked concerns about servicers’ capacity to handle the expected crush of missed payments, and even raised questions about their ability to stay afloat.

The addition of Maria Renz shows how much emphasis the San Francisco fintech is putting on operations and customer experience.

Duplicates can take many different forms and can be difficult to find in a manual review process, says AppZen's Josephine McCann.

Consumer advocates and policymakers are railing against use of the technology by government, universities and others. Banks using it for authentication need to tread cautiously, experts say.

New technologies are making fraud detection even more of a challenge for financial institutions, but there are steps credit unions can take to protect themselves and their members.

Some fraudsters pose as loan applicants and submit doctored video or photos of property and assets to scam lenders they won't see in person. Firms like Elevate Funding and Credibly are fighting back.

The promotion of Melinda Chausse was one of several leadership changes the Dallas company announced this month.