TransactionBankingandCustomerService Payments • Provideonline,telephone,videoandin-persontrainingonhowtousedigitaland • Raisethelimitsoncontactlesspayments. online tools and transaction options. Proactively reach out to those who have • Removeanyfeesassociatedwithdigitalpayments. the capacity to use these channels but haven’t so far. Keep it to the basics, but get customersenabled. • Distributeprepaidcardstocash-dependentcustomerstoallowthemto • ConsiderturningoffyourIVRsandstandingupmassivephonebankstoensure transactonline. thateveryonegetstotalktoalivehumanbeingandhaveapointofconnection. • Considerraisingcashbackandrewardstoincentconsumerstosupport Even if your agents can’t solve the problem, they can log, reassure and follow vulnerablebusinesseslikelocalrestaurants. up. • Modeldailychangesinpaymentsvolumesasaninputtocreditrisk • Highlight and guide customers to online and digital capabilities that are analysis. underutilized.Use“tipoftheday”-typecampaignsandmakethemfunnyand engaging ifpossible. • Reduce branch capacity, but provide special arrangements for vulnerable groupstotransactandensurethateveryonewhoneedstoaccessabranchcan doso. • Utilize any “mobile banking” capabilities you have to take banking services to communitiesthatcan’tleavehomewithappropriatehealthprotectionsinplace. • Create dedicated call center capacity for customers who would normally transactin-personandusemailandcourierservicestoexchangedocumentsas needed. • Repurpose cash and coin pickup services to serve a broader set of banking needstopreventcustomershavingtogotobranches,andintroduce“kerb-side” pickupprotocols. • Make sure ATMs are well stocked with cash and regularly disinfected or providedisposableglovesineachlocation.Highlightandencouragecardless transactioncapabilities. 28 COVID-19: Open letter to retail and commercial banking CEOs