June 15, 2021 – HOUSTON – FINLEDGER – Though back-office staff may spend less time face-to-face with account holders than frontline employees, their day-to-day activities directly impact customer experience (CX) and satisfaction.

For instance, the customer journey from initially filing a Regulation E (Reg E) dispute to finally resolving the return of funds can be a strenuous and emotional process. If the bank or credit union is filing disputes under a manual Reg E claim process, these pain points are often further heightened. Click Here to Read More

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