The Challenge

Legence Bank’s Customer Base Doubled In Size and Dispute Volume Was Growing Faster Than The Team Could Handle

Legence Bank, a community bank with 13 branches, was using a dispute management tool from a core provider. The process was very manual, involving multiple steps and data entry. Customers needed to visit a branch to submit their dispute using a paper form which was then handed over to the operations team for processing.

The process and customer experience was not ideal. The front line staff was trained on the process, but the complicated nature of dispute intake resulted in missing information. The operations staff would often be missing important intake documentation from the branches. This resulted in the staff going back to the customer to ask for the missing information, a process that was inefficient and frustrating for everyone involved. 

At the time, the bank could still handle the manual process. In August of 2017, the bank doubled in size, acquiring eight more branches in just one week. The increase in disputes combined with the inherent challenges of a largely manual process created a challenge for the team. The solution they had been using from their core provider could no longer support their growing needs. They needed a better option, and fast.

Read the full case study

You may also like

Oconee State Bank Improves Operational Efficiency and Adapts to Remote Work
Oconee State Bank Improves Operational Efficiency and Adapts to Remote Work
28 July, 2021

The Challenge Across the country, the COVID-19 pandemic massively disrupted banking operations and compliance requiremen...

Centennial Bank Partners with FINBOA to Maximize Efficiency through Automation
Centennial Bank Partners with FINBOA to Maximize Efficiency through Automation
21 September, 2021

September 21, 2021, HOUSTON–(BUSINESS WIRE)–Centennial Bank has partnered with FINBOA, a leading innovator in digital au...

Why Automating Reg E Dispute Management is a Game-Changer for Customer Experience
Why Automating Reg E Dispute Management is a Game-Changer for Customer Experience
6 December, 2021

The use of cash and checks continues to decline as the volume of digital payment transactions rapidly increases. Driven ...