Planning for the unknown is a challenge to any business. For us, it’s essential. Our team of Business Continuity and Information Security specialists continually works to identify potential operational threats and assess the impact to business operations those threats, if realized, might cause. Far exceeding industry standards, this dedicated team conducts an average of 25 system and process tests each year inclusive of both critical and non-critical functionality such as data backup and recovery; mission critical systems; financial and operational assessments; alternative communications with customers, employees, and regulators; alternate physical location of employees; critical supplier, contractor, bank and counter-party impact; and regulatory reporting. To reinforce these internal assessments, expert third-party business continuity and information security testing is regularly conducted. We’ve put these mitigating systems and processes in place to help ensure that, when confronted with adverse events, our operations will remain resilient.

While a singular model of Customer Care supports most traditional businesses, the business of private-label banking is far more complex. Our Customer Care model must support the varied needs of more than 200 affinity clients and, ultimately, their 425,000 customers. At the center of this customization are highly-specialized data centers, which serve as the central conduit to all Customer Care touch points. Whether written, verbal, or digital, every customer experience is meticulously designed to reflect the specifications of each client. Customer Care training for internal representatives consists of an extensive 250+ hour program to ensure that all representatives are exceptionally familiar with every nuance of each client’s business and their customer base. Customer inquiries are supported through telephone, email and automated voice response unit (VRU), the latter serving nearly one million self-service callers annually.