Do you recommend having scripts to respond to complaints received over the phone and do you recommend taping the conversations?
Can employees resolve complaints on the spot, or should there be a formal written complaint required for this?
How long should we keep typical complaint letters?
We like having customers sign up for Internet banking when they open their accounts. Is this acceptable for E-SIGN, or is more needed?
If a bank closes a sole proprietor account and now the customer's personal joint account has funds, can the bank offset to satisfy this charged off debt?
When looking at new systems, how should we evaluate their impact on our existing processes?
A community bank in Ann Arbor, Michigan has found a way to help businesses in its community that have good credit histories, but problems with cash flow.