Customer service

After opening-day fiasco, SBA upgrades lender portal with Amazon assist; West Virginia’s First State Bank closed by regulators; BofA offers emergency loans to borrowers first, freezing out depositors; and more from this week’s most-read stories.

Toronto-Dominion Bank is moving almost all of its call center employees from 15 different U.S. and Canadian cities to their homes in response to the coronavirus.

Few lenders are finding creative ways to provide much-needed financial advice and emergency services online.

Ally, Discover and USAA have made technological, managerial and policy changes to help their centers' employees cope with the rush of calls from customers hurt by the pandemic.

With branches closed and fewer opportunities for credit unions to have in-person interactions with members, the pandemic has reiterated the need for digital transformation in the industry.

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.