Keith Gottschalk, Executive Vice President and Chief Operating Officer
There’s been a lot of talk and excitement recently about Fintech companies, which offer banklike services exclusively online or through a downloadable mobile app. And we’re excited, too. But while all the enthusiasm is warranted, advancements in customer service and product delivery are not exclusive to the new financial start-ups. Those same services are currently available—or will be soon—at Old Second Bank.
What few people seem to realize is that all banks are essentially “Fintech” companies. Adapting new technology to improve our efficiencies and the way we serve customers has been going on for decades.
Committed to Being an Early Adopter
We admit we tend to be early adopters. For instance, Old Second was among the first banks in the country to introduce mobile deposit.
More recently, we’ve improved our account opening and loan application processes so that our retail customers can submit electronic applications 24/7, whenever it’s convenient—even at 3:00 a.m. If that’s what works for you, it works for us. And depending on your request, we may even be able to give you an immediate response and possibly preapprove your consumer loan before you log off…or nod off.
Similarly, inquiries or conversations involving account issues can be initiated 24/7. We believe no one should have to wait for office hours to start getting a problem resolved, especially if it is keeping you up at night.
Our goal is to continue working toward making your relationship with us as seamless and intuitive as possible. To this end, we expect to add the following enhancements within the next few months:
- Concierge services. We will be rolling out a pilot program in some branches that replaces the traditional teller line. Instead, you will work one on one with a representative who can provide any service—from taking care of traditional “teller” transactions to addressing questions and account issues or talking to you about other services.
- Mobile payment. By late summer, we expect to be able to accommodate mobile-pay options so that you may use your cellphone the same way you would your debit card.
- Real-time account alerts. Our real-time transaction alert system will also be in place by this summer. Once it is, you’ll receive immediate notification of transactions on your phone every time your debit card is swiped. Not only will this help with budgeting, it will also enable you to take quick action if your card is used fraudulently.
As we continue to evolve the bank to provide you with the kind of intuitive banking services you associate with a virtual upstart, we invite you to let us know what we could be doing better or differently.
Our goal is to ensure that when you connect with us—whether in-person, online or by mobile app—it’ll be seamless. And when you think of us as “old,” we hope it will be in name only, never by how we conduct business with you.