In a financial landscape frequently characterized as impersonal, Matt Boss emphasizes a distinct truth: great banking is human.
Boss, TD Bank’s head of consumer banking, says a people-first philosophy helps them deliver innovative products that optimize their customers’ financial lives—from everyday checking and savings to credit cards and more. “Our unexpectedly human approach to banking means that no matter our role, we each help to play a part in delivering ease, value and trusted guidance to our customers,” he says.
Ahead, learn how TD Bank’s human-centric focus has helped to inform and deliver a suite of customer-first solutions like overdraft services and in-the-moment account alerts.
VALUE
Simplified Banking
For Everyday Needs
Overdraft
Solutions And
Fee Flexibility
Overdraft Solutions
And Fee Flexibility
Whether customers accidentally overdraft or simply need some additional flexibility, Boss says TD Bank challenges its employees to put themselves in customers' shoes when creating products and capabilities to ensure they address real pain points.
Customer feedback helped to inform TD Overdraft Relief, which grants customers extra time to fix an overdraft with no fee if you overdraw by $50 or less, and TD Essential Banking, which offers a low-cost, no-overdraft-fee deposit account. The recently launched TD Complete Checking provides three ways to waive monthly maintenance fees. “It's critical that our products provide value for all of our customers,” he says.
Delivering On What
Customers Want
Delivering On What Customers Want
You want a credit card that offers cash-back rewards, but your spouse wants a card with a good balance transfer offer. Last year, Boss says TD Bank significantly expanded and enhanced its credit card line-up to meet a wider range of customer needs like these. “We needed to ensure we delivered a credit card portfolio that truly has something for everyone,” he says.
TD also responded to customer requests for more flexibility and control over their deposits by launching TD Early Pay, he says. The feature allows those enrolled in direct deposit to receive funds up to two business days early.