Protecting the Payments Franchise: An Opportunity for Greater Customer-Centricity


Ray Graber has a deep and thorough understanding of banking, technology, and finance. His experience includes banking technology research at TowerGroup; best practices internet policies at FleetBoston; wire transfer operations and product launches at Citibank and BankBoston; and treasury operations for a $325 million public company.

Mr. Graber was an adjunct professor at the Carroll Graduate School of Management at Boston College where he taught E-Banking, the MBA Leadership Course, Corporate Finance, and the Financial Management of Commercial Banks. He also taught Working Capital and Cash Management at the Bentley College Graduate Business Program.

Ray holds a Bachelor of Arts degree in Mathematics and an MBA in Finance and Computer Science from Boston College.


This webinar is designed for professionals in every bank and credit union area to develop and maintain payments as the core business practice for their customers. Every transaction includes a payment of some sort and the banking industry owns the settlement process, for now…. Banks, credit unions, and payments processors need to understand and use that fact to gain more of their customers’ minds, hearts, and wallets. 

Financial institutions have long been the payments engines for their customers. However, with heightened competition and the advent of new non-bank entries into the marketplace, financial institutions have been playing more defense than offense. It is now time to go from playing ‘not to lose’ to using the implied trust and the customer experience to reverse the trend, get back lost customers, and retain existing ones.

Outdated payments models are becoming expensive to maintain and make a profit. Financial institutions must view payments from the customer side to better understand their needs now and in the future.

What does Customer-Centric mean and what is the customer’s view of payments? What are the customer’s needs versus the financial institution’s view? We will discuss how to stay compliant while following the rules and regulations the customer does not see – basically balancing customer service and compliance.

Our discussion will include a S.W.O.T. analysis and provide three examples; a U.S. bank, and international bank, and a non-bank.

Learning Objectives

  • What does Customer-Centric mean?
  • What is the customer’s view of payments?
  • Customer’s needs
  • View of compliance/rules/regulations
  • What is the financial institution’s view?
  • How do they stay compliant?
  • Rules and regulations the customer does not see
  • Balancing customer service and compliance
        *  Strengths that banks should exploit
        *  Weaknesses that banks should shore up
        *  Opportunities for banks to take advantage of
        *  Threats that banks cannot ignore

Who Should Attend

  • Operations professionals
  • Money managers – Wall Street
  • Cash Management professionals
  • Payments professionals
  • Retail Banking officers
  • Bank research staff
  • Attorneys
  • Compliance Managers
  • Banks
  • Credit Unions
  • Capital markets firms
  • Insurance companies
  • Financial institutions
  • $155.00