Service Process Design

SERVICE PROCESS DESIGN

The tangible (explicit) service in Investors Savings Bank is borrowing and lending money to its customers and real estate services. The financial security provided to them is the implicit service and the facilitating goods are the 47 branches all over New Jersey, the drive-up windows, the ATMs, the Point-of-Sale (POS) Terminals, the checks, and the debit and credit cards.

Investors Savings Bank offers co-routed services in teller stations and at the customer services representative desks (branch operations). Here it offers a moderate number of choices to customers, providing personalized and friendly service, products tailored to the needs of its clients, and competitive interest rates. In the other hand, Investors ATMs are service systems with a very limited number of pathways from which customers may choose and they provide a limited set of services and there is little customer discretion in using them; so ATMs fit as provider routed in the service matrix.

CUSTOMER CONTACT:
To open an account at Investors, the presence of the customer is required at the desk. The Customer Service Representative will interact with the customer during the opening of the account process. After that, the customer has more than one choice: access to his or her own account via the teller or drive-up (again face-to-face), by the phone (via 1-800-252-8119), via internet (http://www.isbnj.com/) or at the ATMs (low contact system). The ATMs are the best example of self service and technology at the same time, but if we want to consider technology, we must mention the website and the online services offered by Investors. Technology allows customers nowadays pay their bills in matter of minutes, shop online, transfer money among accounts, and more.
Investors focuses operations in the long-term relationship with its customers. And the employees have the objective to bring 110% of them to successfully satisfy every customer. At the same time, employees are trained not only to accomplish with the description of the position they got, but trained in customer service excellence. Productive employees are rewarded with yearly bonuses.

Complementary services for Investors Preferred and Preferred Plus Customers :
Free checking
Free checks
Free online banking with bill pay
Free money orders
Free travelers checks
Free notary
Free check imaging
Free ATMs worldwide*
Discounted or free sweep protection
Discounted or free safe deposit box
Special Preferred loan rates
Special Preferred deposit rates
*Investors Savings Bank will reimburse up to $6 in ATM surcharges you incur per month for Preferred Plus Banking and up to $3 per month for Preferred Banking. Customers will not be charged the surcharge and no extra fee will be deducted from their account.