Regulatory Alerts2023-03-29
Provision of a professional human telephone response
The Supervisor of Banks issued this directive to mandate that banking corporations provide professional human telephone responses during core hours and prioritize senior citizens in call queues. The regulation requires institutions to limit hold times for human assistance, permitting no more than 15 percent of calls to exceed six minutes during core hours or all operating hours under the chosen compliance option. Additionally, banks must implement systems to monitor response patterns and report data to management to ensure service quality and efficiency.
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