While answering questions in the Message Center seems straightforward there are a few best practices we want to live by.

• 1 Message Resolution 
  • We do not want to generate a call or chat if we can prevent it.
• Use correct grammar and punctuation.
• Be nice yet firm when necessary (for example: A client is requesting fee refunds).
• Forwarding Messages
  • If a client has a complaint or a compliment related to a specific office, forward the message to that office and copy the Client Service Center (CSC) supervisor e-mail address.
• Answer messages within 1 business day.
• If a client asks a question that requires research: Use the reply script titled “We’ll get back with you”. This notifies the client we have received their message and are working on it, preventing a call into the CSC.
  • This includes any loan information, transaction research, or account information.
• Answer as if your reply could be presented to a judge:
  • Any message/call/chat can be subpoenaed in a court case.
  • When discussing posting order please refer back to the Terms & Conditions for wording.
  • Sympathize without incriminating the bank; always treat the client like the client and protect the bank at the same time.
• Use the same procedures we use in any other format. For example: 
  • Changing addresses
  • Bank online signers (business and consumer)
• Use good judgement.
  • You can prevent fraud if you notice unusual questions.
• Educate clients while providing the answer. (Teach them to fish.) For example:
  • Teach clients where the Help section is on our online resources.
  • When providing a client with our routing number, let them know it can also be found on our Contact Us page.
• Be detailed.
  • Again striving for a 1 message resolution; provide the client with as many details as you can, especially when the client need instructions on how to change features in the bank online service.