Customer service

Julie Demarigny will be in charge of mobile and online strategies at the San Francisco bank.

The Atlanta bank warned that some customers may experience intermittent access. A routine system upgrade gone awry caused the problem.

The bank chalked up its outage to "a normal system upgrade that experienced technical difficulty."

Financial institutions need to manage expectations about what they can offer customers or they risk losing credibility with customers.

Last summer, the Wausau, Wis., bank combined two employee groups to form the ICEBreakers. Its mission is to support outstanding customer service and foster a positive workplace culture.

Online maintenance caused the outage, the second time this year a glitch has caused problems for TD customers.

Chip Mahan, founder of Live Oak Bank, believes that if employees have their needs outside work met, they will work better with customers.

Inspired by the book "How Fargo of You," Bell Bank has an awards program that recognizes employees with a talent for the little touches that matter to customers.

Jim DeBello will leave his post as CEO of digital capture and mobile identity company Mitek, one of a handful of high-level personnel moves at the company.

The bank is working with SpringFour and Genivity, two graduates of its mentorship program, and plans more such partnerships.