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Protecting the Payments Franchise While Offering Greater Customer-Centricity - Webinar

  • ID: 3927293
  • Webinar
  • 60 Minutes
  • NetZealous LLC
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Financial institutions have long been the payments engines for their customers. However, with heightened competition and the advent of new non-bank entries into the marketplace, financial institutions have been playing more defense than offense.

It is now time to go from playing 'not to lose' to using the implied trust and the customer experience to reverse the trend, get back lost customers, and retain existing ones. Outdated payments models are becoming expensive to maintain and make a profit. Financial institutions must view payments from the customer side to better understand their needs now and in the future.

Financial institutions must develop a strategy and a tactical deployment of that plan across its siloes. Some FIs have created a customer-centric marketing plan around a particular type of customer. That enabled the bank to also create security to match that philosophy.

Why should you Attend: This webinar is designed for professionals in every bank and credit union area to develop and maintain payments as the core business practice for their customers. Every transaction includes a payment of some sort and the banking industry owns the settlement process, for now.

Banks, credit unions, and payments processors need to understand and use that fact to gain more of their customers' minds, hearts, and wallets while at the same time maintaining secure procedures. Financial institutions (FIs) need to develop a comprehensive payments strategy across business groups. Security precautions on one area may not carry over to another and derail the entire train. Customers have various entry points into the bank and credit union - each with its own vulnerabilities and access. Protecting one may provide a gap in another unless they are seen as dependent upon one another.

Areas Covered in the Session:

- What does Customer-Centric mean?
- What is the customer's view of payments?
- Customer's needs
- View of compliance/rules/regulations
- What is the financial institution's view?
- How do they stay compliant?
- Rules and regulations the customer does not see
- Balancing customer service and compliance
- S.W.O.T.
- Strengths that banks should exploit
- Weaknesses that banks should shore up
- Opportunities for banks to take advantage of
- Threats that banks cannot ignore
- Examples
- U.S. Bank
- International bank
- Non-bank
- Virtual bank
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  • Ray Graber Ray Graber,
    President ,
    Graber Associates LLC


    Ray Graber has a deep and thorough understanding of banking, technology, and finance. His business experience includes banking technology research at TowerGroup; best practices internet security, policies, and procedures at FleetBoston Financial; wire transfer operations and product launches at Citibank and BankBoston; and treasury operations for a $325 million public company.

    Mr. Graber was an adjunct professor at the Carroll School of Management at Boston College where he taught three graduate-level courses: E-Banking, the MBA Leadership Workshop, and Corporate Finance. Previously, he taught the Financial Management of Commercial Banks in the Boston College Carroll School of Management Masters of Finance Program and Working Capital Management and Cash Management at the Bentley College Graduate Business Program.

    Ray holds a Bachelor of Arts degree in Mathematics and an MBA in Finance and MIS, both from Boston College.

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- Payments Professionals
- Operations Managers
- Financial Officers
- Risk Officers
- Internal Auditors
- Operational Risk Managers
- Business Managers/Controllers
- Account Managers
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