Customer service

First it was coffee and car service, and now it could be cashier’s checks and debit cards. Matt Krogstad left his bank job to build tech that lets bank customers order products at the press of a button and pick them up at a branch or get delivery.

Banks have been in full cost-cutting mode in recent years, but with profits expected to increase substantially as a result of tax reform, all analysts and investors want to know is how they plan to spend their tax savings.

When taken in the context of the complete invoice and payment cycle, manual payments not only have higher processing costs to the provider and supplier, but also result in delays between processing and making payments, writes Darci Guerrein, vice president of payment operations for GHX.

Commercial customers, including small businesses, seem ready to pay up to shift to faster, more sophisticated electronic invoicing and payments, and enterprising banks that provide them the technology to do so could find it lucrative.

SMBs are choosing virtual cards as their preferred form of electronic payments because they solve many of their payment challenges, while also helping them avoid the costs associated with custom software solutions designed for larger businesses, writes Blair Jeffery, COO of Noventis.

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Covault has begun offering a digital identification and virtual safe deposit box service to banks and others. Similar efforts have failed before, but its backers say mobile apps and the cloud have made the service more practical.

We entrust tech firms with vast amounts of information about our daily lives, with an expectation that they will safeguard it. But have we become too casual in the trust we place with them in exchange for more personalized experience and convenience?

We entrust tech firms with vast amounts of information about our daily lives, with an expectation that they will safeguard it. But have we become too casual in the trust we place with them in exchange for more personalized experience and convenience?

Bigger rivals are making inroads into small banks' bread-and-butter business line, yet the leaders of three community banks say they just need to keep doing what they do best — personal service — but work harder at it and incorporate new technology.

After two century-old community institutions merged in 2010, they never suspected it would take seven years before their operating systems got along.

A lot of lenders say they're dedicated to customer service, but here are six instances when Amarillo National Bank — whose CEO is one of our Banker of the Year award winners for 2017 — went above and beyond the normal call of duty.

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.