We spoke with Rob Curley, market president for TD Bank, about how technology is changing the role of banking and transforming information delivery.
1. Instant access With the mobile era, customers are increasingly used to immediate access for just about everything—information, services, goods and the list goes on. When it comes to banking, their expectations are no different. In fact, the demand for immediacy becomes even greater where consumers’ money is concerned.
2. Mobile options At TD Bank, our mobile application offers mobile deposit, which allows customers to deposit checks by simply taking a picture from their cellphone, and online bill pay so users can manage payments for utilities, credit cards and other services directly from the app.
3. Customer Service Today, banks cannot focus solely on technology enhancements or solely on brick-and-mortar store growth—consumers are demanding a balance of both. We call this an “omni-channel” approach, and it requires an emphasis on bringing together all of our channels—online, mobile, in-store, ATM and phone.
4. Regulation A conservative approach to technology is something customers may not always understand, but ensuring the security of mobile and online service offerings must be the foremost factor in all aspects of the banking industry’s technological developments.
5. Social media With customer needs in mind, TD Bank established a dedicated social media customer service team, which proactively listens, has conversations, and receives feedback from customers every day. We also established TD Helps, an online community with a human touch.
Published (and copyrighted) in South Jersey Biz, Volume 5, Issue 5 (May, 2015).
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