Social networking sites like Facebook and Twitter have changed the landscape for businesses in many ways, especially customer service. If you’ve ever wanted to talk to your bank on Twitter or Facebook, you’re not alone. We’ve helped numerous customers resolve issues, answer questions and get in touch with their banker through these sites, and welcome you to engage with us online, safely. We are actively listening, engaging and helping our customers. Here are some tips on how to protect your personal information while talking to us online. Plus, you’ll get to meet the team behind social care at Webster, so you know who you’re speaking to.
What Not to Say
As your bank, your privacy is our highest concern. To protect yourself from fraud, you should never post any of the following information in social media – even if you are talking to us.
1. Never Post Account Numbers or Social Security Numbers
Never share your PIN, account number, social security number, or any other sensitive information about your account, or yourself online, even in a private message – whether you are communicating with us or another company. The only thing we will ask you in a private message is your name and phone number so we can give you a call to help resolve any issues in a more secure channel. We will verify your identity over the phone before we can speak with you to ensure your privacy.
2. Don’t Give Away Your Challenge Questions through your Profile
On social networking sites, you have the ability to post a lot of information about yourself, like your full name, birthday, hometown, pet’s names, and more. You’re also connected to your family and friends. Did you know that identify thieves can use this information to steal your identity? Could you find this type of information from your social networking profile?
- Mother’s maiden name
- Pet’s name
- Place you went on your honeymoon
- High school mascot
- First name of Maid of Honor at your wedding?
Make privacy settings your friend, and be very careful about what you post online about yourself and others.
Rules of Engagement
If you’d like to reach out to us on a social network, please keep in mind that what you say in that space can be seen by the public. As a bank, we are heavily regulated, and must protect your privacy and identity. To ensure other people aren’t snooping in on your dilemma, our team will ask you if you’d like any help, and offer assistance in a more private channel, like a private message, email or phone call.
Why We Take Your Conversation Offline
The reason we need to take the conversation offline is to ensure that we can verify your identity, and be able to tell you more detailed information than we can divulge online. Some questions that we can talk about in public are things that are already posted online, like what’s the CT routing number, or what time is the Waterbury banking center open until today? When in doubt, send us a private message on Twitter or Facebook.
How to Get In Touch
Here’s how to get in touch with our social care team, and what to expect on these social networks:
Tweet to @AskWebster for customer service on Twitter. We can help answer questions, put you in touch with a banker, and more. Our team will answer your tweet quickly, and direct you to the best way that we can help.
Follow @WebsterBank on Twitter and Like us on Facebook, to stay up to date with company announcements and news, special offers and discounts, giveaways and the latest from our Webster bloggers and service in the community.
You can send us a private message, or post on our timeline. To send us a private message on Facebook, go to the top right of the page (on a desktop) and click message. Company Facebook pages aren’t allowed to initiate private messages to personal pages, so please send us the message first, and we’ll be able to reply.
Leave a comment on our blog. Many of our Webster bankers are bloggers, and we also welcome guest bloggers from the community. Our blog includes helpful financial information, new products, like our mobile app’s check deposit feature, or student checking account, free tickets to UConn football and basketball games, the Palace Theater, Infinity Hall, and more. If you have a question, feel free to ask us in the comment section. We can reply to you in public, and may ask you to email us so we can contact you offline. Another service we provide is updating you on any banking center closings during inclement weather, such as winter storms.
Who Am I Speaking To?
Our team is made up of two senior Customer service agents, Maria Clap and Toni Lanteri, and me, the Social Media Manager, Dawn Melesko. Together, we answer your questions, and provide feedback to the appropriate departments. We all sign off with our initials to let you know who you’re speaking to online, Dawn, ^DM, Maria, ^MC and Toni, ^TL.
We also make sure to record your comments in our Voice of the Customer program so your voice is heard. This program helps ensure that our customers’ concerns remain top priority as we look to always improve and enhance your experience.
So next time you mention @WebsterBank or @AskWebster on Twitter, or post on Webster Bank’s Facebook page, our team will be there in real-time.
Our team is trained to find the appropriate banker depending on your situation. We must follow all the same rules as we do in other communication channels, but we are actively helping our customers every day that we’re open, from 9am – 5pm, Monday through Friday. If you need help after-hours, we may be able to direct you to someone, but you may want to call our Customer Care Center at 800-995-9995. They are open 24 hours a day, 7 days a week. or use online or mobile banking for more immediate service.
Thanks for engaging with us, and we look forward to speaking soon!
VP, Social Media