SECU Credit Union’s Post

And ... another day, another customer service foul-up. This time, the terrible, terrible app that is Barclays. I have an edge case problem, and as a Premier Account holder, am supposed to get good service. (I shudder to think what "regular" account holders get!) I try to use the app to get routed to the right department. No joy. Then, I try to call to talk to an agent. I get a long-winded voice bot lecture about using the app. But ok, what is the problem Me: Freeze my card. Voice: I don't understand. Tell me in a few words what you want to do. Me: I want to freeze my card. Voice: I don't understand. (Repeat for several iterations.) Then a long-winded lecture about how using chat is faster. The chat agents are very nice, even if they can't solve the problem (because ultimately, it's the bank's processes and app that's the problem). But it's much slower to type, and every time my phone screens blanks, I have to log into the app, navigate to the message center, tap a few more times, then scroll to the bottom of the chat. Every time. So over 1.5 hours and dozens of messages later, the problem is still not resolved. Eventually, I'm given instructions which lead me to a Call Us button, which I dread clicking, but I do get through to a person. My card is permanently blocked (not sure if it's actually fraud or not, but it's now been 2.5 hours since first contact, and they've broken me, so what the hell, if this is the action I have to follow, I will) and the new card will come in either 2-3 working days or 8-9 working days, depending on which agent is relaying information. Meanwhile, I'll be travelling, trying to order things, and so on ... all without a credit card. Lessons learned: - Dev teams (product managers, UXers, coders) don't try hard enough to understand how people actually use their apps. - Traditional banks won't have decent interfaces in my lifetime, and that really isn't their priorities. They are quite content for people to spend hours on something that could have taken minutes, as long as the bank is saving money. UPDATE 1: Seems that CS rep #1 had cancelled my credit card but it wasn't showing in the app yet. CS rep #2 asked me to call to rectify. So CS rep #3 cancelled my debit card without asking me. Now I have no access to funds at all. And replacement cards will come in a few days, they think. A very lovely CS rep #4 is trying to fix this but I suspect I will be borrowing money from my partner until the new year. Speaking of which, I think my grocery order for Jan 2nd won't go through ... the knock on effects of setting up new cards on online accounts will be painful, to say the least. UPDATE 2: Was told to go into a bank for a replacement card. But the bank said they haven't issued replacement cards for a couple of years now. Set up Google Pay (or Apple Pay) and hope no one steals my phone and breaks into it. Seems that the knowledge base the support people are using hasn't been updated for a couple of years.

I walk into a local branch of a big bank The physical bank is dead (in many ways); I’m literally. THE. ONLY. ONE. THERE. I walk up to the teller. I explain that I do not have an account there but I need to tie up some loose ends related to my late husband. They send out a bank representative to speak with me in the lobby. I ask for a checklist of items that I will need. Verbally tells me the list, I say “great!” and I offer to schedule an appt to come back with said items. The response: I can go home, go online to the big bank website and enter my zip code and find a local available appt. 🤔🤨 How many missed opportunities were in this customer service shituation?

Putting the FEAT in features: advanced income and identity verification checks to mitigate fraud exposure. Shout out to our Jack of All Trades for showing us the product in action. *Checks notes * whoops. Jack Banask is our Strategy and Operations Manager for online leasing AKA a specialized role. (Did you really think we’d do that?) FunnelSecure increases efficiency and saves your teams of application specialists or leasing agents time through the application process. No more time wasted tracking down documents, or verifying their accuracy.

Banks don’t just welcome new customers with a smile; they need to conduct “Know Your Customer/Business” (KYC/B) practices. 🔍 But, It’s not over when the account opens. The real deal is monitoring transactions and events after onboarding. If a company says they’ll wire funds to a certain place and does it, that’s expected. But if the money diverts unexpectedly, the system should sit up and take notice, just like a detective story plot twist. 💸 I remember the old days of playing financial detective myself, matching due diligence with actual activity. It was a tedious game of comparing what we anticipated versus reality, for every alert, every case. ✒ At Sandbar, we’ve upgraded to tech that pairs expectations with reality, flagging the odd ones out for many risk types. It’s our never-sleeping sidekick, letting us zoom out to the bigger financial picture. In short, the right tech is your financial crime-fighting Sherlock that knows how to sort the good money from the bad, making your job smarter, not harder.

From early hours of this morning, customers who apply for loan on HD SAISON app, will be able to join HDBank without repeating any KYC steps and get their disbursements in our bank fully on digital journey. Kudos to all teams for enabling such releases. We are hiring across all roles in software engineers & data. #banking #empathicbanking #1click #1clickbanking #mobilebanking #digitalbanking #customerexperience #agile #agiletransformation 

Clients are often pleasantly surprised by how well we understand their problems and how quickly we know what needs to be done. They regularly say something like: Yes, that’s exactly what we need! But this doesn’t happen by pure chance or luck. We understand what private banks, wealth managers, etc. need because we have a strong background in banking. Several of our team members (myself included) have worked in banking for years. We know all of the internal problems these organisations face because we’ve had them as well. This gives Atfinity: Software for KYC/KYB/AML and client onboardings an advantage and a unique position. And that’s why working with banks and similar institutions is so easy for us; we fully understand their challenges and know exactly how to help. Greetings from Thorben Croisé and myself, working diligently on new client agreements 🙂

Are you familiar with the silent threat lurking within your bank's customer base? KlariVis' Chief Product Officer, Jerry Bradley, delves into a customer's version of "quiet quitting" in his latest article, highlighting the importance of recognizing subtle signs of disengagement.   Signs of Quiet Quitting: 🔍 Decrease in deposit balances 🔍 Reduction in transaction volume 🔍 Fewer calls to relationship bankers   🚧 Don't let valuable relationships slip away unnoticed. Leverage customer data to identify and address these issues before it's too late. 🚧   Read the full article to learn how: https://lnkd.in/ev_-n5Jw #communitybanking #dataanalytics #customerretention #cx

It's the second quarter of the year 2024. With over 6 years experience as a team lead of customer service department and assistant Operations manager in the banking sector. I am open to customer support roles and customer experience roles in other sectors. #customersupport #customerexperience #fintech

Great post by our wonderful Key Account Manager Kieran Holmes 💡 More news from Wall Street, this time from Goldman Sachs who have fired four employees for violating the firm's communication policy. But what if you could expand your firm's list of approved communication channels so that firings like these don't have to happen? The RegTech is out there to monitor a range of messaging apps at work like WhatsApp to adhere to regulatory requirements and enable flexible communication for your employees and your clients. Get in touch if you'd like to learn more 📱

🏦💼 Ready to Dive into the World of Bank Cashier Secrets & Strategies? 💡💰 Behind every smooth transaction, there lies a treasure trove of techniques and insights that make us exceptional bank cashiers. It's not just about processing transactions; it's about mastering the art of efficiency, safeguarding against fraud, and delivering exceptional service to our cherished customers. We balance our cash drawers daily, adhere diligently to the bank's policies, and stay on the cutting edge of cash-handling technology to work faster and smarter. But it's not just about the numbers; it's about the people too. We build trust by providing top-notch service, understanding our customers' needs, and fostering effective communication within our team. We're currency connoisseurs, using technology to streamline our tasks while never losing sight of our commitment to professionalism and confidentiality. Let's connect, share, and grow! Share your insights, experiences, or your own secret strategies in the comments below, and let's continue to elevate our careers together. Like, share, or comment to join the conversation! 🚀💬 #BankingInsights #CashierStrategies #CareerGrowthTips