Social Media
Automated Response Guide

Fidelity Bank

Off Hours Communication (Automatic response)

• Situation: User sends a direct message through Facebook outside of Bank operating hours.

Response: Hi [User’s Name], thank you for contacting Fidelity Bank. You have contacted us outside of our normal banking hours. We will respond on the next business day. Thank You!

Service Interruption

1. Situation: A user(s) direct messages or comments on our Facebook page letting us know that our App is not working.
2. Situation: A user(s) direct messages or comments on our Facebook page letting us know our website is down.
3. Situation: A user(s) direct messages or comments on our Facebook page letting us know a feature of our online banking is not working.

Response (If not aware of the problem): Hi [User’s Name], thank you for bringing this to our attention. We’re going to look into this problem and we will have answer for you soon. Thank you for banking with Fidelity Bank!

Response (If aware of the problem): Hi [User’s Name], thank you for reaching out to us. We are aware of the problem and are currently working to fix it. We will inform you when [the name of the service] is working properly. Thank you for banking with Fidelity Bank!

Response (if intermittent service Interruptions): Hi [User’s Name], Thank you for reaching out to us. Fidelity Bank Mobile Banking and Online Banking are experiencing intermittent service interruptions. Some users may experience delays when trying to access mobile and online banking. We are actively working to resolve the issue and will inform you when it is working properly. We appreciate your patience. Thank you for banking with Fidelity Bank!

Response (if problem was resolved): Hi [User’s Name], [The name of service] is fixed and is back up and running, it was down until (time restored). If you are still running into any issues please email our customer support team at info@fidelitybanknc.com (Do not include SSN/acct#). Thank you for banking with Fidelity Bank!

Product Interest Questions (Sales & Marketing to respond)

1. Situation: User is interested in getting started with one of our products and wants to know how to get started.
2. Situation: User has a direct question about a feature of one of our products.
3. Situation: User wants to know if they can sign up online for one of our banking services.
4. Situation: User does not live by a branch location but wants to sign up with our Bank.
5. Situation: User wants to upgrade their current product with our Bank.
6. Situation: Potential customer has a question about the qualifications that are needed for signing up for a product.
7. Situation: User is unable to find more details about our product online.
8. Situation: User is asking how our product differs from a competitor’s product.
9. Situation: User wants to know what documentation they need to bring into the Bank to sign up for a product.

Response: Hi [User’s Name], we appreciate your interest in one of our products and services. We would like to help you further by connecting you with one of our local branches. Please email us at rightbyyoucare@fidelitybanknc.com and provide your phone number and the best time to call. Thank You!

Customer Service Questions (Fidelity Direct to respond)

1. Situation: User is having trouble logging into their account. Requesting login help.
2. Situation: User has had their card stolen/lost and is seeking help.
3. Situation: User is traveling internationally and is unable to use their card. They are in need of immediate assistance.
4. Situation: User opened their account a few weeks ago and has still not received their debit card.
5. Situation: User forgot their pin number and is looking to have it reset.
6. Situation: User wants to close their account with us.
7. Situation: User wants to wire some money to a friend.
8. Situation: User believes their account was hacked.
9. Situation: User is having issues with remote deposit.
10. Situation: User is having an issue with online banking.
11. Situation: User is having issues with Bill Pay.
12. Situation: User is complaining about an ATM not working at a specific location.
13. Situation: User is very disappointed in the fee they were charged.
14. Situation: User was charged an overdraft fee, and wants it reversed.
15. Situation: User is looking to dispute a charge.
16. Situation: User keeps trying to call our customer service lines but they are not getting through.
17. Situation: User is having difficulty attempting to transfer money
18. Situation: User is requesting to have online banking setup for them.

Response: [User Name], our customer service team would like to help you. Please email your contact information to info@fidelitybanknc.com (Do not include SSN/acct#). Thank you.

Negative Comments (Sales & Marketing to respond)

1. Situation: User is claiming a Bank associate was rude to them.*
2. Situation: User is saying negative things about one of our products.
3. Situation: User does not like a post and posts a negative comment on the Facebook post.*
4. Situation: User starts saying something negative to or about another person on our Facebook page.
5. Situation: User is upset and vocalizes it on our Facebook because they were denied one of our products.
6. Situation: User comments about a negative branch experience (long lines, nowhere to park, etc).*
7. Situation: User comments about how they are upset with our customer service department.*
8. Situation: User comments with a negative comment about our APP or online banking.
9. Situation: User starts saying negative things about Fidelity Bank, but it is clear they are not with our Bank and they are banking with Fidelity Bank out of state.
10. Situation: User is upset and commenting about a check that did not clear.
11. Situation: User believes they were discriminated against or treated disrespectfully because of one of the following; race, gender, sexual orientation, religion, political party, or other basis when they dealt with one of our branch employees.*
12. Situation: User reaches out to us on Facebook to be taken off the email list.
13. Situation: User is upset because they did not like how the funds distribution was handled after a relative passed away.*
14. Situation: User is upset and is saying negative things because we are not helping them out in a very financially difficult time of their life.
15. Situation: A recently fired employee is coming to our page and saying bad things about Fidelity Bank.*

Response: [User Name], we apologize for your experience at Fidelity Bank. We value your relationship and would like to hear more about your situation. Please email the details to rightbyyoucare@fidelitybanknc.com (Do not include SSN/acct#) and include the best telephone number to contact you. Thank you!

* Notify Chief Risk Officer of all these situations

Positive Comments (Sales & Marketing to Respond)

1. Situation: User says positive thing(s) about a Bank associate.
2. Situation: User says positive thing(s) about a product.
3. Situation: User says positive thing(s) about the Bank as a whole.

Response: [User Name], we greatly value customer feedback and thank you for banking with Fidelity Bank!

1. Situation: Customer mentions they’ve been a customer with us for so long.
2. Situation: Customer mentions they’re a current Bank customer.

Response: [User Name], Thank you for banking with Fidelity Bank! We appreciate your business.

1. Situation: Customer left a 5 star positive review without feedback.

Response: [User Name], thank you for banking with Fidelity Bank! We appreciate your business.
Response: [User Name], we greatly value customer feedback and thank you for banking with Fidelity Bank!
Response: Thanks for sharing, [User Name]!

1. Situation: Customer left a 5 star positive review mentioned account or service.

Response: [User Name], thank you for taking the time to leave a review on your experience with Fidelity Bank! We are grateful to have a customer like you and are happy that the (account/service) is meeting your needs!
Response: [User Name], we are so happy you had a 5-star experience with (account/service)! All of us at Fidelity Bank appreciate your business and positive feedback. Thank you!
Response: [User Name], for you to say “quote from customer review” makes our day! Thank you for taking the time to leave a review on (account/service). All of us at Fidelity Bank are grateful for your business and to have you as a customer.
Response: [User Name], our entire team enjoys what they do because of customers like you. Your review on (account/product/service) has made our day! Thank you for trusting us with your financial needs and for being a valued customer at Fidelity Bank.

1. Situation: Customer left a 5 star positive review mentioned customer service.

Response: [User Name], our goal is always to be Right By You, and we are so glad that this was your experience at Fidelity Bank!
Response: [User Name], thank you for trusting us with your financial needs! We are excited to hear that you had such a great experience at Fidelity Bank and appreciate your feedback. Thank you for being a valued customer!
Response: [User Name], we are so happy you had such a great experience at Fidelity Bank! Our entire team works hard to deliver Right By You service, and great customers like you make it easy! Thanks for taking the time to leave us a review, and we look forward to seeing you soon!

1. Situation: Customer left a 5 star positive review mentioned bank associate.

Response: [User Name], we are so happy you enjoyed working with (associate first name)! Our goal is to always be Right By You and we are so glad this was your experience at Fidelity Bank. Thank you!
Response: [User Name], we are overjoyed to hear that (associate first name) exceeded your expectations and showed you what it means to be Right By You! Thank you for your review and for trusting us with your banking and financial needs.
Response: Thank you so much for your kind words, [User Name] . We really appreciate you taking time to share your experience with us and we agree that (associate first name) is truly a gem to have on our team! We count ourselves lucky for customers like you and look forward to serving your financial needs in the future!

HR Questions (HR to respond)

1. Situation: User is interested in working for us and wants to see what jobs we have available.
2. Situation: User was interested in a job, applied for it, now wants to know if we have viewed their application.
3. Situation: User wants to know if they received the job for a position they interviewed for.
4. Situation: User wants to know if we will be hiring for a specific position soon.
5. Situation: User did not get the job and is now upset posting negative comments on Facebook.

Response: Our Human Resources team can help answer your question. Please email them at hr@fidelitybanknc.com. Thank you!

Operation Hours

1. Situation: User asks what are your hours.

Response: Hi [User name], Our hours of operation for your branch can be found by clicking on our locations link below. Once on the page, click on your branch location and then the hours for that branch will show.
[Paste This Link]

We are closed on weekends and on federal holidays. Thank you for banking with Fidelity Bank!

Natural Disasters/Inclement Weather

1. Situation: Any customer asking questions about branch location or service due to weather.

Response: Hi [User’s Name], To keep you informed, we will be providing hurricane-related updates on our website at www.fidelitybanknc.com Thank you for banking with Fidelity! Stay safe!

Security Messages (Sales & Marketing to contact Incident Response Team for instructions)

1. Situation: User messages from an anonymous account claiming they have information about a robbery that took place at one of our branches.
2. Situation: User makes a threat to one of our branches or associates.
3. Situation: User has a customer service request, but in Precision the users account is flagged for suspicious activity.

Response: No generic response. Our team will connect with the incident response team at incident@fidelitybanknc.com immediately to determine how to handle the situation. Messages to this email should include a phone number to be contacted at first, since text space is limited.

Police station phone numbers in case of emergency:

Solicitations

1. Situation: The Bank receives a solicitation via social media.

Response: Thank you for your message; however, we do not respond to solicitations via social media. Please contact your local Fidelity Bank location to discuss and determine if your service is a fit. Thanks for thinking of us and we wish you the best.

Right By You Mortgage

To help mitigate risks associated with Right By You Mortgage by Fidelity Bank’s social media efforts, we plan to respond to customer comments and messages with the following response templates.

Off Hours Communication (Automatic response)

1. Situation: User sends a direct message through Facebook outside of operating hours.

Response: Hi [User’s Name], thank you for contacting Right By You Mortgage by Fidelity Bank. You have contacted us outside of our normal operating hours. We will respond on the next business day. Thank You!

Service Interruption (Sales & Marketing to respond)

1. Situation: A user(s) direct messages or comments on our Facebook page letting us know our website is down.
2. Situation: A user(s) direct messages or comments on our Facebook page letting us know a feature of our website is not working.
3. Situation: A user(s) direct messages or comments on our Facebook page letting us know our online portal is not working.

Response (If not aware of the problem): Hi [User’s Name], thank you for bringing this to our attention. We are going to research the problem as soon as possible and we will have an answer for you soon. We apologize for the inconvenience. Thank you!

Response (If aware of the problem): Hi [User’s Name], thank you for reaching out to us. We are aware of the problem and are currently working on a resolution. We will inform you when [the name of the service] is working properly. We apologize for the inconvenience. Thank you!

Response (if problem was resolved): Hi [User’s Name], [The name of service] has been restored. It was unavailable until (time restored). If you are still experiencing issues, please email our customer support team at inquiries@rightbyyoumortgage.com (Do not include SSN #). We appreciate your patience. Thank you!

Product Interest Questions (Right By You Mortgage team member to respond)

1. Situation: User is interested in getting started with one of our products and wants to know how to get started.
2. Situation: User has a direct question about a feature of one of our products.
3. Situation: User wants to know if they can apply online for any of our mortgage products.
4. Situation: User does not live by an office and wants to know if we can process their mortgage.
5. Situation: User has questions about our all of our loan products.
6. Situation: User has questions about the process of getting a mortgage loan and if they qualify.
7. Situation: User is unable to find more details about our products online.
8. Situation: User is asking how our products differ from a competitor’s product.
9. Situation: User wants to know what documentation they need to bring into the Bank to sign up for a product.

Response: Hi [User’s Name], we appreciate your interest in working with Right By You Mortgage by Fidelity Bank! We would like to help you further by connecting you with one of our loan officers. Please email us at inquiries@rightbyyoumortgage.com and provide your phone number, city, and the best time to call. Or to contact a loan officer directly, please visit our online directory at https://www.rightbyyoumortgage.com/directory/. Thank You!

Customer Service Questions (Right By You Mortgage team member to respond)

1. Situation: User is having trouble applying for a mortgage online.
2. Situation: User has been unable to get in contact with their loan officer.
3. Situation: User is having difficulty submitting information.
4. Situation: User has questions about their next steps in the loan process.
5. Situation: User is following up to see if they qualified for a loan.
6. Situation: User wants to pay off their loan.

Response: [User Name], the loan officer assigned to your loan would like to help. Please email your contact information to inquiries@rightbyyoumortgage.com (Do not include SSN#). Thank you.

Negative Comments (Sales & Marketing to respond)

1. Situation: User is wanting a new loan officer.
2. Situation: User is saying negative things about one of our products.
3. Situation: User does not like a post and posts a negative comment on the Facebook post.*
4. Situation: User starts saying something negative to or about another person on our Facebook page.
5. Situation: User is upset and vocalizes it on our Facebook page because they were denied one of our mortgage products.
6. Situation: User comments about how they are upset with something during the mortgage process.*
7. Situation: User believes they were discriminated against or treated disrespectfully because of one of the following; race, gender, sexual orientation, religion, political party, or other basis when they dealt with one of our mortgage employees.*
8. Situation: User is upset because of a cost associated with their mortgage.*
9. Situation: A recently fired employee is coming to our page and saying bad things about Right By You Mortgage by Fidelity Bank.*

Response: [User Name], we apologize for your experience at Right By You Mortgage by Fidelity Bank. We value your relationship and would like to hear more about your situation. Please email the details to rightbyyoucare@fidelitybanknc.com (Do not include SSN#) and include the best telephone number to contact you. Thank you!

* Notify Chief Risk Officer of all these situations

Positive Comments (Sales & Marketing to Respond)

1. Situation: User says positive thing(s) about a Mortgage associate.
2. Situation: User says positive thing(s) about the experience of closing on a loan with our Mortgage company.
3. Situation: User says positive thing(s) about an experience with our Mortgage company.

Response: [User Name], we greatly value customer feedback and thank you for choosing Right By You Mortgage by Fidelity Bank!

HR Questions (HR to respond)

1. Situation: User is interested in working for us and wants to see what jobs we have available.
2. Situation: User was interested in a job, applied for it, now wants to know if we have viewed their application.
3. Situation: User wants to know if they received the job for a position they interviewed for.
4. Situation: User wants to know if we will be hiring for a specific position soon.
5. Situation: User did not get the job and is now upset posting negative comments on Facebook.

Response: Our Human Resources team can help answer your question. Please email them at hr@fidelitybanknc.com. Thank you!

Operation Hours (Sales & Marketing to Respond)

1. Situation: User asks about hours of operation.

Response: Hi [User name], our hours of operation for are Monday-Friday from 8:00 a.m. to 5:00 p.m. EST. We are closed on weekends and on federal holidays. Thank you!

Business Advantage

New Platform Questions – Ongoing

1. Situation: User is unable to login to the new Business Advantage.
2. Situation: User is having trouble getting past the security questions.
3. Situation: User is having difficulty using one of the services on the platform (ACH, Positive Pay, Domestic/International Wire, etc.) .
4. Situation: User is claiming the platform is not working.

Response: [User Name], our customer service team would like to help you. Please email your contact information to info@fidelitybanknc.com (Do not include SSN/acct#). For Business Advantage customers you can also call 1-855-#### dial 3 and a customer service representative can help you over the phone. Thank you.

Negative Comments/Message about New Business Advantage – Ongoing

1. Situation: User is very upset and is voicing dislike in the new platform.
2. Situation: User says something negative about a feature on the new platform.

Response: [User Name], we apologize for your experience at Fidelity Bank. We value your relationship and would like to hear more feedback about your Business Advantage online banking experience on our new platform. Please email the details to rightbyyoucare@fidelitybanknc.com (Do not include SSN/acct#) and include the best telephone number to contact you. Thank you!