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Tuesday, June 4, 2013

4:15 p.m. - 5:00 p.m.
Track: Mobile Banking View Track


Moderator: Ginger Schmeltzer, SVP, Emerging Payments, FISERV
John Finley, SVP, Digital Channels, Online & Mobile Banking, BANK OF THE WEST
Kristen Rankin, Senior Vice President Head of Product Management Enterprise Digital & Payments, SUNTRUST BANK
Brice Mindrum, Mobile Services Manager, AMERICA FIRST CREDIT UNION

Rolling out next generation mobile financial services is a great way to better serve customers, but actually delivering and supporting these services comes with a set of complex considerations. In this panel session, three financial institutions will discuss the implications of offering today’s newest and most in-demand mobile capabilities, including mobile payments, remote deposit capture and access to account information outside the log-in.

Discussion will cover four main areas:

  • The front end/tailoring the consumer experience – Making sure new services are actually accessible and useful – not buried and frustration-inducing
  • The back end/supporting the capabilities – Supporting next generation services from a technical perspective and handling additional transaction volumes
  • The security considerations – Addressing the security concerns associated with allowing consumers to use their device to make payments and deposit checks, and also the unique security implications that Bank of the West had to work through in order to offer access to the number one most-used mobile banking feature – account balance information -- with just a downward swipe within the app (no log-in required), and how consumers have responded (enthusiastically, actually)
  • Customer care impacts – Managing the impact to customer care (such as call volume), when rolling out a new service that may have an associated learning curve

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