White Papers
October 27, 2020The crisis stemming from the Covid-19 pandemic has created significant volatility and uncertainty in the real estate market. At least 30% of Americans with home loans — about 15 million households — could stop paying if the U.S. economy remains closed through the summer of 2020 and beyond. To effectively mitigate this risk, lenders should proactively evaluate processes and technology and...
October 20, 2020Recently there has been a shift in the first mortgage market – lenders are holding more mortgage loans on the books. This trend, mainly driven by the current rate environment, has lenders seeking more cost-effective options for valuation of residential property loans. This whitepaper outlines the benefit of hybrid appraisals (also known as bifurcated appraisals) for first mortgage transactions...
Digital Innovation & Mobile Banking, Marketing, Communications & Consumer Experience, Talent & Workforce ManagementOctober 20, 2020Digital platform conversions are high-impact change events that pose short-term challenges with long-term consequences. When thrust into new processes, private wealth, small business and commercial clients may be slow to adopt the new system, fail to fully use the technology or use it incorrectly. When managed effectively – by putting the customer experience at the center of the conversion...
October 19, 2020Work environments and job functions are rapidly changing as the financial services industry learns more about working differently under COVID-19. With the demand for digital services skyrocketing, physical offices aren't as necessary as they once were. Having a strategy for your business sites is critical to efficiencies and resources. Decisions on which sites to keep and which sites to exit are...
October 6, 2020Regulators, such as FINRA, the Office of the Comptroller of the Currency (OCC), and the Consumer Financial Protection Bureau (CFPB), expect banks and other financial services firms to manage existing risks at every level—and to be equally prepared to detect and control new and emerging risks. Poor fraud detection and unethical sales practices in the branch network create high-risk situations and...
September 9, 2020This whitepaper from Delvinia and Phase 5 is based on a joint study that identified and measured the critical factors that drive loyalty by surveying small business owners (SBOs) about their perceptions of their bank when it comes to innovation, user experience (UX), customer experience (CX) and customer centricity. This was an online survey of 650 small business owners in Canada and the United...
September 7, 2020Prompted by consumer demand and the coronavirus, banks are increasing their investment in digital banking options like never before. Banks must be sure that the security measures they adopt don’t add friction and actually help foster the streamlined, effortless, and efficient experience expected from the online sphere. In this guide, you’ll discover: Challenges and opportunities for secure...
August 25, 2020As coronavirus restrictions are being lifted across the country, banking executives are laser-focused on transitioning back to regular branch service. Questions such as when to fully reopen and what safety measures should be put in place are common topics of discussion. But before we rush to bring customers back to branches, we should take a step back and ask ourselves: Do customers even want to...
August 24, 2020With more people working from home—on new devices, browsers and IP addresses—the customers you thought you knew are becoming almost unrecognizable in the digital space. At a time when delivering a trusted cross-channel brand experience is key, how confident are you that you can actually connect with each person online today? In this webinar presented by The Financial Brand, our experts discuss...
August 4, 2020Credit bureau and collections complaints once again lead all other consumer complaint types, according to the CFPB. Don’t expect these trends to take the backseat any time soon - there are growing concerns about the impact of missed payments and increased collections efforts during and after the pandemic. Complaints are likely to increase, so now’s a good time to pressure test your complaints...
