Describe your institution’s customer service philosophy and organizational structure and provide meaningful examples to illustrate. Provide the following reports and information about your institution: Monthly account analysis Monthly bank statement Monthly merchant services report Most recent financial statement SEC and/or Moody’s credit rating or comparable rating Provide a funds availability schedule. Describe one day, two day availability and wire requirements. Describe your Balance Reporting systems and availability. What hardware/software does the bank use to deliver balance and transaction detail information? What time is previous day information available for access by the customer? What are the of access of the balance reporting system? Does the bank provide current day information? How frequently is this information updated throughout the day? What transaction are available on current day reports? Describe the level of detail provided in previous and current day reports? How many days of history can be accessed through the system? In what format is information available? Provide a sample printout of the daily on-line balance information. ACH Services: a. What is the recommended service delivery method (i.e. direct transmission, or other)? i. What are the hardware/software requirements? ii. What training does the bank provide? iii. Does the software offer the ability to manage security and access levels by user? iv. What report options are available? v. What controls are in place to protect against lost files and duplications of transmissions? vi. Does the bank provide automatic file receipt acknowledgements? If so, how? vii. Describe the role of any processor used by the bank to provide this service? b. What are the hours of operation of the ACH unit? c. What are the bank’s cut-off times for customer initiation of ACH transactions? d. Describe the procedures used to verify accurate and secure receipt of transmissions. e. Can the bank automatically redeposit items returned for insufficient or uncollected funds? f. How does the bank handle file, and item reversals and deletions? Positive Pay What is the recommended service delivery method (i.e. direct transmission, or other.)?
Describe your institution’s customer service philosophy and organizational structure and provide meaningful examples to illustrate. Provide the following reports and information about your institution: Monthly account analysis Monthly bank statement Monthly merchant services report Most recent financial statement SEC and/or Moody’s credit rating or comparable rating Provide a funds availability schedule. Describe one day, two day availability and wire requirements. Describe your Balance Reporting systems and availability. What hardware/software does the bank use to deliver balance and transaction detail information? What time is previous day information available for access by the customer? What are the of access of the balance reporting system? Does the bank provide current day information? How frequently is this information updated throughout the day? What transaction are available on current day reports? Describe the level of detail provided in previous and current day reports? How many days of history can be accessed through the system? In what format is information available? Provide a sample printout of the daily on-line balance information. ACH Services: a. What is the recommended service delivery method (i.e. direct transmission, or other)? i. What are the hardware/software requirements? ii. What training does the bank provide? iii. Does the software offer the ability to manage security and access levels by user? iv. What report options are available? v. What controls are in place to protect against lost files and duplications of transmissions? vi. Does the bank provide automatic file receipt acknowledgements? If so, how? vii. Describe the role of any processor used by the bank to provide this service? b. What are the hours of operation of the ACH unit? c. What are the bank’s cut-off times for customer initiation of ACH transactions? d. Describe the procedures used to verify accurate and secure receipt of transmissions. e. Can the bank automatically redeposit items returned for insufficient or uncollected funds? f. How does the bank handle file, and item reversals and deletions? Positive Pay What is the recommended service delivery method (i.e. direct transmission, or other.)?
RFP+for+Banking+Services-Word+Version.docx