A data-driven, rules-based approach ensures refunds are handled fairly, consistently and with clear documentation. That protects both your institution and your customers. Returns and Debit Card Declines Cost More Than Revenue Every time a debit card transaction is declined or ACH/Check is returned, two things happen: 1. Your customer gets frustrated. 2. You lose income by discouraging consumption behaviors. Often, a minimal limit or Reg. E opt-out are the root causes that could be addressed with automated communication, expanded purchasing power and staff empowerment. A smart overdraft platform does more than record declines. It takes action: • Sends alerts or letters. • Flags trends by branch or region to help staff with messaging. • Triggers follow-up contact or educational outreach. Proactive tools turn service disruptions into relationship-strengthening opportunities. Reporting Should Empower, Not Exhaust If your team needs IT support to run basic overdraft reports, your system is holding you back. Your executives, managers and frontline staff should be able to access the insights they need — on demand. That includes: • Fee consumption of deposits. • Reasons for declined transactions. • Service level and liquidity exposure tracking. • Charge-off trends by customer type, location or relationship. • Knowledge of what your peers are doing. When compliance, operations and marketing teams all have fast access to actionable data, your institution makes better, faster decisions — without relying on back-end bottlenecks. Take Back Control of Your Program Your overdraft and consumer loan strategy should be an actively managed, strategically aligned part of your bank’s liquidity offerings — not a set-it-and-forget-it product. A modern solution helps you: • Be competitive with new fintech approaches. • Align risk with opportunity. • Provide transparent, fair services. • Stay agile in a shifting economic and regulatory environment. Ask yourself: Is your consumer liquidity approach helping build trust and resilience or keeping you anchored in the past? If it is the latter, it is time to realign. 18 In Touch
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