Regulatory Alerts2023-03-29
Management of Customer Service and Support Array
The Supervisor of Banks issued this directive to establish principles and obligations for banking corporations regarding the management of customer service and support across all communication channels. It mandates that boards of directors and senior management implement strategies, allocate resources, and maintain governance structures to ensure fair, transparent, and high-quality service delivery. The regulation requires institutions to adopt a service covenant, publish specific service level agreements, and regularly report on performance metrics to protect customer interests and maintain public confidence.
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