Reactive means you’re always playing catch-up. Proactive is when your financial institution identifies and handles issues before accountholders contact you. The mentality behind proactive service is that you anticipate needs and prove your trustworthiness so that your accountholders have the best possible experience.
One way to anticipate accountholder needs is with financial alerts. According to Forbes, financial alerts act as a digital nudge to let accountholders know when something is happening with their account (frequently a checking account). Two of the most popular account alerts are low balance and large withdrawal. These notifications can help accountholders avoid overdrawing their accounts or incurring fees.
For credit unions, you can help members stay informed and feel a sense of control by automatically setting up balance, transaction, and activity alerts. For your members who are already on top of their spending habits, alerts can keep them even more “in the know” about their account activity. For example, alerts can notify a member when their payroll has been received or if someone is trying to use their debit card without permission.
Today’s members are busy, which means they don’t always take the time to sign up for alerts through online or mobile banking. Your credit union can go beyond self-service by adopting a pre-emptive service strategy when it comes to financial alerts.
Here’s how:
- Enable standard and warning-code alert types, making them available for member enrollment.
- Create any needed custom “pass-through” message alert types.
- Select email, text, and/or push as delivery methods, customize the alert messages, and add any needed formatting or links.
- Mass-enroll members in key fraud prevention alerts such as a name/address change, new share or loan opened, or a compromised card warning-code alert.
- Train staff to activate alerts for members as soon as an account, share, or loan opens. Examples include setting up an automatic maturity notice for a share or IRA certificate and alerting when a payment is due for a new loan.
- Allow call center staff to answer routine inquiries but also enroll the member in near-real-time balance and transaction alerts for next time.
- Make Symitar® Account Alerts available through mobile and online banking so that staff and members can manage alert preferences through one centralized solution.
Instead of relying on members to subscribe to important financial alerts on their own, you can proactively set up alert subscriptions to keep them informed and help prevent fraud. This proactive type of service improves the member experience, increases satisfaction, and decreases the number of routine calls to the call center.
Are you ready to enhance the accountholder experience with account alerts? Discover the possibilities today. Visit jackhenry.com to learn more.
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