By Valerie Woodrum
VP, Retail Operations and Process Improvement, and Branch Manager
NMLS # 662920
You may have already heard that INB is changing our online banking system on October 17.
But at this point, you might be asking some questions, like “What do I need to do?” or “What if I need help?”
Our team at INB is working across all departments to ensure this switch is as seamless as possible for you. However, if at any point during the process, you feel like you need more help or you’re having trouble, we’ve got you covered.
“If you have difficulties, we are happy to help get you logged on quickly and securely; there are several channels you can use to make this transition as easy as possible,” said Steve Miller, client services and sales development coach.
“Our new online banking application is set up to be very intuitive and easy to use, but if anyone needs assistance, they should call our Customer Care Center at 217-747-5500. There may be a short wait time, but we will do our best to make sure it is as short as possible.”
Much Preparation by Bank Staff
Steve notes that in anticipation of this transition, the INB Customer Care team has been studying the current and new online banking applications so that we can better relate to customer comparisons, concerns and questions. Our Customer Care department has also developed an FAQ in anticipation of common questions customers may have, so that you can find answers even more quickly and efficiently.
If you end up needing in-person help, extra members of our staff will be on hand at our branches to offer increased support during the launch week of October 17. Private spaces will be set up in each branch every day that week to assist customers who may need it.
“You can call your personal banker or walk into any branch and find that there will be an INB customer service staff member available to help you,” Steve noted.
Extended Phone Assistance
INB will be also be offering extended morning and evening Customer Service hours via phone support from Tuesday, October 17 through Tuesday, October 31. This includes extended Saturday hours as well. You can find the extended Customer Care Center hours listed on the voice recording of the main bank’s number, 217-747-5500 or 877-771-2316.
“We know it can be hard for our customers to change the way they do things, so we are doing our best to anticipate needs or questions in order to make the transition much easier,” Steve said.
Want to learn more about INB’s online banking conversion? Read here.