Customer service

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.

Consumer trust issues have long been a stumbling block for challenger banks, but many say Google will face bigger obstacles.

The Department of Health and Human Services has eliminated the need for health plans to use a standard unique health plan identifier, effective December 27.

Credit union leaders can't truly understand how consumers interact with their institution until they've walked through those processes themselves and dealt with the same pain points members face.

Consumer identities are becoming increasingly digital and more prone to privacy risks. Lawmakers cannot sit idle.

One organization's findings reveal that financial counseling, when done right, can also help boost institutions' lending and brand recognition.

Consumer identities are becoming increasingly digital and more prone to privacy risks. Lawmakers cannot sit idle.

Outages last week at Chime and Varo Money have executives on the defensive.

Credit unions have achieved success in areas like auto and consumer loans but there is still room for them to increase their home lending.

Companies are turning off prospective customers and employees with misguided approaches.

Community banks and credit unions are eager to innovate, but technology upgrades must be done first, says Bruce Lowthers, FIS banking solutions president.