Heartland Service Standards
What is - Anticipate?
The section in the Voice of the Member software to view member feedback.
What is the Responses/Invitations section?
Positive Pay
What is the business account solution providing self-serve fraud mitigation capabilities for ACH and check transactions?
Being consistent in how we handle our member's requests.
What is - Reliable?
The timeline to contact members who have left detractor or promoter responses to a review.
What is 24-hours?
Autobooks
What is a full financial management functionality, where business members can accept and manage online payments while creating digital invoices?
Make members feel welcomed, comfortable and let them know we care.
What is - Help?
The five Voice of the Member touchpoint survey types.
What are Branch, eBranch, New Product, New Member and Digital?
Smart Start Savings
What is a youth account that earns interest, promotes savings and good financial patterns?
Be proactive in delivering solutions.
What is - Engage?
M.E.S.
What is the Member Effort Score?
Merchant Lending Program
What is a business solution to provide fast and easy financing to their customers?
Following through, getting an answer or resolution to member's requests.
What is - Take Action?
The current NPS for Branches or eBranch (Contact Center) NPS.
What is -- MLG dashboard for real-time answer?
ACH Origination
What is a service that allows businesses to originate debit & credit transactions such as Payroll to their employees?