new jack henry & associates, inc. redefining the associates … · 2020. 2. 22. · redefining...

© 2016 Jack Henry & Associates, Inc.®1 © 2016 Jack Henry & Associates, Inc.®

Redefining the Associates ExperienceA Jack Henry Symposium

Wednesday, June 15, 2016

Jack Henry & Associates, Inc.®

© 2016 Jack Henry & Associates, Inc.®3

The Bank Associate Experience

Let’s take a brief tour…



• Do your branch bankers have to sign on to multiple systems to

serve customers?

– Core

– Teller

– New Account Platform

– CRM

– ECM (imaging)


CIF Inquiry Check Imaging

ECM Docs

Teller

CRM 3rd Party Data




• Do your branch bankers have to sign on to multiple systems to serve customers?

– Core

– Teller

– New Account Platform

– CRM

– ECM

• What if we placed everything they need in one easy to navigate screen with a single sign on?


The Bank Associate Experience –

Desktop

CIF

ECM

CRM

Account Info


Xperience Framework brings it all Together


Core Inquiry


Familiar Look-Up Options


For Fastest Look-Up


Hyperlinks to Complementary Systems


NetTeller Online Banking


NetTeller Information Floods the Screen


Synapsys CRM a Click Away


Quick Access to Non Core Information

Easy Access

To Events/Activities


Next Best Product and Marketing Campaigns

Sales Opportunity Prompts



• How do your branch bankers engage with your customers?

– Traditional “fortress” teller line?

– Stationary CSR’s tethered to a workstation?


Traditional Bank Lobby Design



• How do your branch bankers engage with your customers?

– Traditional “fortress” teller line?

– Stationary CSR’s tethered to a workstation?

• What if your associates were free to interact differently with your

customers?


On your Tablet

The Bank Associate Experience – Mobile

On your Smart Phone



CIFECM

CRM

Account Info


Image Viewing


Transfer Funds


View or Add Referrals


Native Device Tools - Maps


What’s Coming?


Select Customer – Add Account


Make your selections


Enter Minimal Information – Done!


Branch Anywhere™

• Actions / Alerts– Alerts (Customer and Account Alerts from Core)

– No Email

– No Internet Banking (NetTeller®)• Internet Banking Enrollment

– Bad Address

– No Cell Phone

– No Reg E Election

– No Active Debit Card (jhaPassPort™)• Add Debit Card

• We will continue to build out additional actions/alerts based on customer feedback


Branch Anywhere™

• Services Provided:– Phone Number Maintenance

– Email Maintenance

– Customer Address Maintenance

– Reg E Election Maintenance

– Transfers (Active DDA account to account)• Inquire, Add, Delete

– Internet Banking Pin Reset (NetTeller®)

– Debit Hot/Warm Card (jhaPassPort™)

– Temporary Debit Card Limits (jhaPassPort™)

– Debit Card PIN Reset (jhaPassPort™ requires First PIN module)



• How do your call center agents and back-office staff engage with

your customers?

– Do they properly authenticate the caller/customer to ensure the

privacy and security of sensitive information?

– Can you track and report on this process and resulting services

rendered?


jha Call Center – Caller Authentication with CTI


jha Call Center Leverages CRM


Quick Call Resolution = High Quality Experience



• What if the customer needs information and assistance with

non-JHA systems?

– Credit Card

– Wealth Management

– Validate Address with USPS

– Map closest branches and ATM’s for their convenience

– Pull and Update Credit Information

• All accomplished in REALTIME!


PowerOn – Access to External Information


Accessable and Actionable!



• What if the customer’s need requires additional activities to be

performed by others in the Bank?

– Outgoing Wire Transfer

– Remote Deposit Enrollment

– Commercial Loan Advance

– Debit Card (Reg E) Dispute



• Workflows to Automate and Standardize a business process that is

Definable and Repeatable.

• Best practice: Optimize your processes to maximize

customer service and efficiency.



• Provide “Out of the Box” workflows as a starting point

• Categories

– Lending (12+) – example: Commercial Loan Advance processing

– Online Banking (3+) – example: On-Line Banking enrollment

– EFT Dispute Tracking – example: Reg E disputes

– IRA (7+) – example: Request to Transfer

– Operations – example: Death Certificate processing

– Human Resources – example: New Employee processing

– Wire Processing – example: Outgoing Wire processing

– Accounts Payable


Improve Service and Efficiency: Reg E

Dispute Process Workflow


Improve Service and Efficiency: Returned

Mail Workflow


Jack Henry Banking Can Help!

• Tools to make life easier for your Associates and allow them to better serve your customers…

– Xperience™

– PowerOn®

– jhaCall Center™

– jhaEnterprise Workflow™

– Branch Anywhere™


Questions?

new jack henry & associates, inc. redefining the associates … · 2020. 2. 22. · redefining...

Documents