Academic journal article ABA Banking Journal

Wachovia's Remote Deposit Capture: Seeking to Create a "Snag Free" Customer Experience

Academic journal article ABA Banking Journal

Wachovia's Remote Deposit Capture: Seeking to Create a "Snag Free" Customer Experience

Article excerpt

"Over 30 years, we've gained precision in check processing and we can't expect our business customers to get the scanning and cash letter creation down overnight without our help," notes Chris Klapheke, image product consultant at the Images Services Division at Wachovia.

Working with Digital Check Corporation and other scanner suppliers, Wachovia has developed a remote deposit capture service--in operation for the last 18 months--aimed at small business customers who want to cut down on branch-based deposit sessions. So far, about 4,000 TellerScan units have been deployed in 15 states. The Wachovia executive, who said he is passionate about payments, wants his customers to feel good about sending electronic files.

In theory, remote capture should be a routine matter--and certainly manufacturers of check scanners and other experts in image processing have worked overtime to make sure that digitizing the check and grabbing data from the MICR line isn't overly tricky for business users. "Still, our customers have to be educated that there are exceptions, times when it makes sense not to push an item through because the image quality is certain to be poor," notes Klapheke. "Developing a judgment is part of what makes this efficient." While exceptions and other payments processing details have been the province of bank staff, increasingly, non-experts will need to become familiar with the steps associated with digitizing paper and creating cash letters. …

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