This workflow template illustrates the request and fulfillment of customer requests through the internet banking channel. Purchase and download this template in PDF and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand the Internet Banking: Customer Communication process.
Related KPIs : Average First Response Time: Email, Customer Online Account Updates, Enrolled Online Banking Users as a Percentage of Checking Accounts
The Internet Banking: Customer Communication process involves the request and fulfillment of customer requests through the internet banking channel (customer complaint resolution, bank account preference changes and monthly e-statement generation). Customers with complaints should submit the complaint through the bank's website, which, once received will be reviewed and sent to the Contact Center for investigation. To change preferences, a customer should select the required option and update their personal information and preferences within the bank's website. The information is then received, reviewed, fulfilled and logged. To generate an e-statement, the bank's computer system compiles transactional data, exports it into a finalized file format and emails the documents to the customer.Download a Sample Internet Banking: Customer Communication
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