Customers are able to change their email address online without employee involvement. As an option, customers can call a CSR at the bank to have their email address updated.

My concern is that by allowing CSR's to do this they can re-direct the e-statement to be sent to a different person to conceal any improper activity going on with their account. I realize they have online banking but so do many of our customers with paper bank statements and we require them to sign something for any mailing address change. I would think this would apply to email addresses if CSR's can change them.

How is everyone else handling this?

Do your customers' receive a notice that their email address has been changed? Every bank and other company (insurance, travel points, etc.) sends me a notice at my original email acct when I make any changes to my profile.

Our customer's do receive an email notice if they change their email address themselves online. We are unsure if this email notice occurs if a CSR does this on behalf of a customer internally on our core processing system. We are now checking.