The Automated Banking Interactive Voice Response system (IVR) is a 24-hour a day, 7-days a week automated information source for clients, available in both English and Spanish, available by calling 850.402.7500 or 888.671.0400. The IVR allows access to balance and transaction history, as well as the ability to make loan payments, perform funds transfers and issue stop payments. 

Clients enroll in the IVR by using the following:

• Account number
• Complete Social Security Number (SSN)
• One-time 6-digit access code that is sent to their cell phone number as listed in Xperience. 
  

The following relationship types can access iTalk:

• Primary
• Joint
• Principal/Officer
• Influence
• Trustee
• Alternate TIN (for Trust accounts)

Clients are then prompted to set up their personal 6-digit access code. The access code, account number, and last 4 of their SSN are used for future access to the IVR. If a client can not remember their 6-digit access code they can contact the Client Services Center for a one-time passcode to be sent to their cell phone which then allows them to access the IVR system and establish a new 6-digit access code. Client account numbers can be found on banking statements or in online/mobile banking on the Account > Details & Settings tab.

If a client wants to speak to an associate, they can choose to be routed to the appropriate department or third-party vendor. Note: Clients do not need to identify themselves with their Capital City Bank Phone ID and password to be transferred to a third-party vendor.

Call Back Option

To reduce wait time, clients waiting to speak with a banker can request a callback without losing their place in line. 

Specialized Queues

Specialized call queues route clients to a banker or team of bankers based on the product or service that interests them. This matches clients with bankers who specialize in that area, for a better and faster service experience. These queues include the following areas: 

• Bank Online, 
• Loan, and 
• Debit Card Activation 

Third-party Vendor Transition

When clients must receive service directly from a third-party vendor (Harland Clark check reorders, Bill Pay), the system connects them directly to the third-party vendors. Note: Third-party service providers have their own authentication processes.

The following options are given according to the type of account that the client inquires upon:

Checking

• Current balance, including pending transactions
• Available balance, with and without bounce protection
• Last 5 transactions, including credits and debits
• Search for transactions by dollar amount or check number
• Previous year’s interest earned

Savings

• Account balance, including pending transactions
• Last 5 transactions, including credits and debits
• Previous year’s interest earned

Loans

• Loan balance
• Loan payments
• Current amount and date due
• Date and amount of the last payment received year to date interest