Customer service

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.

While the advent of the Internet offered the possibility of increased global connectivity, blockchain has the potential to take this advancement to the next level, writes Sergey Ponomarev, the CEO of SONM.

"I’m not going to step aside because I’m an asset for this company," Tim Sloan said Wednesday, rejecting arguments by some Senate Democrats that he is too tied to the phony-accounts scandal.

TruChoice Federal Credit Union’s SMILE program is improving members’ lives and saving them money.

Banks such as Citigroup, Regions and TD have decided they need to offer mobile customers truly customized experiences. They are experimenting with different ways of doing so that come across as helpful without being intrusive.

Using an automated solution to process virtual card payments is the first step in overcoming the challenges of this payment technology, writes Ed Jordan, CFO of Billtrust.

In experimenting with a chatbot on its mobile app, TD Bank will have to tackle the same issue facing several of its rivals — how to automate conversations with consumers and decide at what point it’s time to switch to a human.

Yolande Piazza explains Citi Fintech's unique process for getting customer feedback on new apps. She also talks about overcoming the challenges of innovating inside a large company like Citigroup and winning over those who are resistant to change.

Some financial institutions are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.

Some banks are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.

The e-signature and invoicing regulations, which sought to simplify e-invoicing to enhance adoption rates, have caused uncertainty, writes David Cocks, CEO and founder of CloudTrade.

Verba's two-decade career at one of the East Coast's fastest-growing banks began with an old-fashioned letter to a local bank when she was in her late 40s and an epiphany about work-life balance.

The first-of-its-kind study was an acknowledgment that as consumers rely more on digital banking channels, the nation's largest banks are competing more against each other and less against smaller institutions.

The identity theft threat created by the Equifax hack and the growth of online lending have given software makers a platform to pitch products that rely on selfies, scans of driver’s licenses and other nontraditional ID methods.

Umpqua Bank is testing a system that would make text-chat, video and voice banking more personable by staffing them with branch workers during their downtime.

The best solution to the current broken identity system is to flip the authentication process from third parties to the users themselves.

Want employees to feel empowered to make decisions to help customers? Rewarding that behavior is one way to reinforce the message. Here’s how one South Dakota community bank goes about it — in a splashy, Super Bowl-sized way.

The Wall Street giant on Wednesday played up its customer service skills, saying that representatives of its Marcus personal-loan unit answer calls within 10 seconds.

Culture is key at Washington Trust, as it is at many of the 75 banks in our Best Banks to Work For rankings. Having a custom word to describe its community-oriented philosophy helps fuel conversations about it, and letting employees personalize the meaning (no scripts here) fuels a sense of empowerment and enthusiasm.