As banking becomes more automated, it brings tremendous freedom and accessibility to your members, while at the same time creating unique challenges. Encouraging members to do more of their banking online requires that you understand and address their concerns and questions in a timely manner, thus limiting frustration and even the fear of making mistakes. There is nothing more reassuring for members than knowing they can bank on their own time and access a live help-desk representative at any time of the day or night.

Sonoma offers more than 13 years of experience combining superior customer service and technical know-how to give credit union members the support they need. Here are some of the key issues our representatives resolve on a daily basis:

• General information (i.e. how to use functions)
• Login procedures (invalid member number and personal access codes)
• Account information (balance and detail variances)
• Adding bill payment vendors
• Setting up recurring payments / stop payments
• Browser issues (upgrades, security warnings, popup blockers, incompatible versions)
• Exporting (statement downloads to Quicken, Money, Simply Accounting)
• Transfers (one time / future dated / recurring)
• HyperWallet (setup and unsuccessful transfers)