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.

The bank is investing in a new authentication platform because password-based security systems have too many weaknesses, says Juan Francisco Losa, BBVA’s global head of security architecture.

Facebook, Instagram and other platforms can help credit unions differentiate themselves from big banks, but CUs that don't use these platforms strategically could be opening themselves up to risks.

The current climate is akin to the Wild West, with little protection for the consumer, and new regulations are needed if the technology is to continue to expand in a safe and sustainable way, argues Mitek's Stephen Ritter.

Jason Gardner, founder and CEO of the card issuer Marqeta, discusses his experiences in starting up multiple fintechs and makes predictions for the new year.

It's no longer enough to conduct traditional demographic analysis of customers. TD Bank wants to know what is going on with individual consumers at any given moment and respond accordingly.

TD Bank claimed the top spot in J.D. Power’s national bank satisfaction survey, but Wells Fargo showed the greatest year-over-year improvement.

Making the case for process optimization is a lot harder, however, because the costs are hidden and hard to measure, says Nvoicepay's Kristin Cardinali.

Credit unions must do a better job focusing on how members interact with the institutions chartered to serve them.

New American Customer Satisfaction Index data shows consumers slightly favored banks, which are benefiting from investments in technology.

Axos Bank favors remote access over chatbots, as it connects bankers with online customers in real time.