TOPIC: Bank Communications

Contacting your customers/members

Employee at a credit_union ($291MUSA)
We are looking at different avenues for contacting members/customers regarding transactional info on their account; not marketing.  We have some that are not responding to mailed letters or phone calls regarding their dormant accounts and we are considering emails.  We have read the CAN-SPAM reg and will not be marketing to them and will still include the option to "opt out".  We have staff that want to use facebook messenger, but I don't feel social media messaging is the way to go.  Do you use any social media messaging to contact your members?  Do you have a sample of your authorization that your customer/members sign?  We will be running this by legal, but wanted to see what others are doing as we update our policies and procedures. 

    Is Texting allowed with Customers

    Chief Compliance Officer at a bank ($73MUSA)
    Some of our employees just recently got bank phones and our customers prefer to text them rather than talk.  If the communication is not for marketing purposes but rather as a way of communication on their accounts, what regulation should I should be looking at before we allow this that would possibly prevent them from communicating this way? I'm thinking not only from a privacy aspect but also from a cybersecurity perspective.  How do other banks handle this?  Is it allowed?