Our process for signing customers up for internet banking with free bill pay has been questioned as being too labor intensive by bank management.
Basically they go to our website and they print a single page, sign it and mail it to the bank or drop it off. Once we receive this authorization and check the signatures we turn their access on, usually same day.
On the interet itself there are all the disclosures for the system and charges. These pages can be printed and retained by the customer, but they are subject to change. However this one page signature is just proof that they agreed to the disclosure information and proof that we have proper authorization to turn on the internet to allow access to features like bill pay.
What I am looking for is samples of how other banks make this an easier process for their customers or if you even think we don't need it.
Do you use digitial signatures? Do you use a key codes? Do you just turn on access for the users if they click on the agreement for access and never verify signatures.
We have been doing this for three years and now we have a complaint and we want to make sweeping changes, but I want to protect the bank at the same time.
Our thought was to move this agreement to the signature card, but that covers new accounts, what about existing customers who want this free bill pay access now and we are shipping their money all over the place.
Any tips would be appreciated.