Discover How We Help Our Customers Succeed
At Liberty Savings Bank, we believe in real solutions for real people.
Our case histories share stories of how we’ve helped customers navigate their financial challenges and achieve their goals. See firsthand how our team provides the personalized service and practical support you need to succeed.
Robert’s Mobile Banking Setup
Client: Robert
Challenge: Robert, a long-time customer, was facing difficulty setting up online and mobile banking. He was unfamiliar with the process of downloading and navigating the mobile app, which prevented him from managing his accounts digitally. This required him to frequently call the branch for simple tasks like checking balances or transferring funds, which was inconvenient for him.
Action: We invited Robert to the Stickney Financial Center for a one-on-one session. We started by ensuring that his contact information, specifically his email and phone number, was current and accurate in our system. Once confirmed, we guided him step-by-step through the process of downloading the mobile banking app on his phone. Then we walked him through the initial setup, including creating a secure login. To make the process even more convenient for him, we showed him how to enable facial recognition for quick and easy access.
Outcome: The personalized, hands-on approach made a significant difference for Robert. He was thrilled to discover how simple it was to access his accounts with just a glance at his phone. This new level of ease and convenience empowered him to manage his finances independently. Robert expressed that he would now be able to transfer money between his checking and savings accounts without having to call the branch, saving him time and effort. The successful setup not only solved his immediate problem but also improved his overall banking experience.
Michael’s Account Resolution
Client: Michael
Challenge: Michael was frustrated after receiving a letter about dormancy fees on savings accounts he thought he’d closed months prior. The accounts had been zeroed out but were never officially closed, leading to potential fees. He was upset and planning to close all his accounts with the bank.
Action: Our team met with Michael to review the situation. We investigated why his accounts weren’t properly closed, examining the account activity to understand the oversight. We then took immediate action to officially close the accounts, preventing any future fees.
Outcome: By taking the time to understand his issue and rectify the error, we were able to calm a very upset client. Michael decided to keep his checking accounts, stating that our response and dedication to resolving the problem reminded him why he trusts Liberty Savings Bank. We not only solved his immediate problem but also retained a valued customer.
Ron’s Scammer Intervention
Client: Ron
Challenge: Ron was on the phone with a scammer while in our drive-up lane. The scammer was pressuring him to withdraw a large sum of money, putting Ron at risk of significant financial loss.
Action: We noticed Ron seemed distressed while on his phone. We calmly invited him to come inside the branch so we could talk privately and understand the situation better. This subtle intervention allowed us to remove him from the high-pressure environment of the drive-up and the immediate influence of the scammer.
Outcome: By inviting Ron inside, we were able to talk him through the situation, explain that it was a common scam, and convince him not to hand over any money. This swift action saved him from participating in the scam and prevented a major financial loss.
