TCF Bank 2014 Annual Report Download - page 9

TCF is investing in new ATM technology
to improve the customer experience.
Investing in Technology and Service
TCF continues to make signi cant investments to deliver even
better customer experiences in all of its lines of business.
From introducing new products and services to meet the
needs of retail banking customers to developing new
technology platforms to help our business customers manage
their inventories, TCF is focused on delivering a high quality
customer service experience. These enhancements provide
the opportunity to grow and expand customer relationships
and position us to increase the scale of our businesses.
Retail Bank Investments
In 2014, we invited customers to provide us with feedback
about their banking experience through MakeTCFBetter.com.
We received many helpful comments that identi ed
opportunities to improve our products, services and processes
to be more convenient and transparent to our customers.
We introduced a new residential mortgage product in
TCF’s retail branches to provide a convenient and personal
approach to home  nancing. We also improved our
technology platforms with upgrades to our mobile and
online banking applications, as well as signi cant upgrades
to the way accounts are opened online. The new features in
all of these platforms deliver a better overall user experience
while providing the technology necessary to evolve our
online banking platforms with additional feature
enhancements in the future.
Responding to customers’ requests to provide convenient
banking whenever and wherever they want, we began
installing a  eet of image-
enabled ATM machines that
simplify basic transaction
services on a 24/7 basis.
These new ATMs feature
envelope-free deposits for
both currency and checks
and provide a receipt image
of the deposit made into a
customer’s account. This
improves the accuracy and
convenience of conducting
basic transactions.
TCF also renewed its commitment to quality customer
service. TCF retail banking employees participated in
new training programs focused on ensuring they have
the skills and tools they need to provide excellent service
with every interaction.
Investments in National Lending
We made a signi cant investment in Gateway One’s loan
servicing system to expand our origination and servicing
capabilities, as well as improve scalability, functionality and
capacity. As the number of dealers served by Gateway One
continues to grow, it is critical we have the technology in
place to deliver timely information and ef ciently manage
the loan origination process.
We also committed to harnessing technology to facilitate
more ef cient loan and lease processes in other areas of
our business. Leveraging industry-leading technologies,
Winthrop Resources introduced a new sales transaction
process that simpli ed work ows, improved the ef ciency
of our approval processes and established an electronic
document management system. These enable Winthrop
to deliver a more seamless experience for customers while
providing the scalability to grow with the business.
TCF implemented several upgrades and feature enhancements to its mobile
and online banking platforms in 2014.
72014 Annual Report