Customer service

The key to loyalty and growth, said one expert, may be in building on a sense of community and making members feel lucky to be part of the CU.

When a coder locked $150 million of digital currency stored in Parity digital wallets last week, many bankers probably saw it as another reason to ignore cryptocurrencies. Instead they should recognize the business opportunity (key custody) that the incident presents.

As use of smartphone apps begins to surpass online channels at some institutions, banks are facing pressure to offer clients more robust services.

Despite digital mortgage advances, borrowers think it still takes too long to get a loan, J.D. Power finds in its annual customer satisfaction ranking of originators.

The regional bank’s first-year CEO is doing some expected things, like offering more products through digital channels, and making a few surprising moves, like inviting all credit card customers to switch to lower-rate loans.

Mobile banking, oddly enough, is redefining the role of call center agents as customers handle routine tasks on their smartphones and reach out for help with bigger-picture questions.

Customer service is steadily expanding within Facebook separate from its payments operations, as part of “an ecosystem for buying.”

The Canadian payment system is evolving into something almost completely different, an evolution that's birthing new ideas to handle authentication.

Banks tout their small-business lending services, but J.D. Power survey results suggest something's amiss. The solution is easy and old-school — but it costs money.

The Midwest bank said that digital usage rose 400% after a makeover of online and mobile banking platforms that was meant to make them more customer-friendly and more competitive.