SunTrust Bank plans to increase functionality and services offered through its consumer-facing “Smart Portal” web tool in the coming three to six months, said Chuck Jones, the bank’s head of national indirect lending.
The online service, which took about six months to build, went live in the second quarter. “The portal is an introductory site showing clients how they can access their loans and make payments via online and mobile banking,” Jones told Auto Finance News via email. “Clients are able to sign up for online banking, mobile banking, learn about our features in online and mobile banking, and manage autopay in the portal.”
Jones said SunTrust created the Smart Portal product based on consumer feedback, which enables the bank to continue to streamline loan lifecycle services online.
“We conducted client interviews that led to the creation of a ‘Smart Portal,’ which allowed them to make payments and check on their loans with us,” Jones said. “It also enhanced our ability to interact with those clients, giving us the ability to send personalized communications to them or respond to inquiries or questions.”
So far, consumer usage of the portal has been on the rise. “Our clients are pleased with [the portal] as evidenced by an increase in the use of online banking and our mobile app after being introduced via the portal,” Jones said.