At Liberty Bank, one of our top priorities is to create a positive and convenient banking experience for our customers, whether in person, at our branches or online.
To ensure that we are providing the best service possible, a few years ago we began sending a customer experience survey to monitor our performance and make improvements.
We read every survey response we receive and are committed to taking action based on what we hear from you. We’re proud to announce the innovations listed below, all based on your survey feedback.
WHAT SHOULD WE IMPROVE NEXT?
When you receive an email or letter from Customer Service Profiles (CSP) with a request to complete a customer experience survey, please take the time to complete it with your thoughts and comments. Our future innovations will be based on YOUR feedback - so tell us what you’d like to see!
MORE CONVENIENT BANKING
A Better Mobile Banking Experience
"Please increase deposit amount above $1,500 and make deposit recognition better!”
We’ve increased the mobile deposit limit and made improvements to how we approve check deposits.Product Details >
A New In-App ATM Locator
“Bring back the ATM locator. That was super helpful in finding out where I could withdraw cash.”
Now you can access a convenient ATM Locator in our Mobile Banking app.Learn More >
A BETTER ONLINE BANKING EXPERIENCE
Improved Notifications About Site Downtime
“Site was down without any prior notice too many times to count.”
We now have an eye-catching banner on our website to give you advance notice of downtime and other notices. We also rolled out a "Live Updates" feature within mobile banking to keep you up to date on new mobile banking features and maintenance downtime.
Easier Password Reset Process
“I've found changing/retrieving my password to be a difficult, flawed process.”
Now you’ll receive a customized link that will take you directly to an update password screen.
Faster Access to Online Banking Assistance
“It would be cool if there were 'how-to' videos for specific banking services.”
In late September, a new tab within Online Banking will have all of our video demos and FAQs.
SIMPLIFIED ACCOUNT MONITORING
COMING SOON: Improved eStatement Navigation
“Make online statements more easily accessible from the main page”
In early 2020, you’ll be able to access eStatements through Online Banking’s main navigation.
COMING SOON: Customizable Transaction Categorization
Soon you’ll be able to create your own custom categories and make categorization rules for regular purchases.