At Legence Bank, we are committed to providing you with the BEST banking experience possible. Our Customer Support Center is a DEDICATED resource designed to assist you with all your banking needs.
Whether you have questions about your account, need help with online banking, or want to explore our products and services, our KNOWLEDGEABLE and FRIENDLY support team is here to provide personalized assistance and ensure your banking experience is SMOOTH and CONVENIENT. We value your relationship with us and are always here to help.
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Contact the Support Center
What is the role of the Customer Support Center?
They are in the first call ring group for the bank’s 800# and receive a large volume of calls daily. They are responsible for taking calls and assisting with the needs of our customers. If they are unable to help, they will transfer the customer to the appropriate branch and/or department to provide further assistance.
Can the Customer Support Center open and make changes to personal and business accounts?
Yes, they can open personal accounts for new and existing customers. They can renew matured CDs at a new rate over the phone, as well as open new CDs for current customers if needed.
Can the Customer Support Center transfer funds from one account to another?
Yes, the Customer Support Center can transfer funds from one account to another once the customer has been properly identified. They utilize the Caller Identification Procedures to verify the identity of the person with whom they are speaking.
Is the Customer Support Center able to assist the customer with Online Banking?
Yes, they are able to unlock and reset online banking profiles. They also assist callers with the self-enrollment process. At Legence Bank the customer has the opportunity to independently sign up for digital banking. They guide them through the information needed and the process to enroll. They can also support failed attempts and guide the customer on how to move forward.
Is a Notary available in the Customer Support Center?
Yes, they are available to notarize documents on Monday, Tuesday, Thursday, and Friday from 8am -4:30pm at our Corporate Center in Eldorado, IL.
Who takes care of Account Verifications?
The Customer Support Center completes account verifications for SSA (Social Security Administration), AVS (Asset Verification Support), Public Housing, Nursing Homes, Medicaid, in addition to Business and Personal Customers.
Can the Customer Support Center assist a customer with unauthorized charges on their accounts?
Yes, the Customer Support Center can complete Visa disputes, written statements of unauthorized debits, stop payments, and closing/ordering of new debit cards.
How does the Customer Support Center handle fraudulent cases?
The Customer Support Center gathers information from the customer, disables their online banking, restricts debit cards, and starts a risk mitigation case for the Fraud Department.
Can the Customer Support Center handle debit card issues?
Yes, they close, open, reissue, activate, re-pin, raise daily limits for ATM/POS, and activate tokenization for debit cards.
Can the Customer Support Center assist with wire transfers?
Yes, they complete the wire transfer forms and create a case for the Operations Team to process the wire.
You can call the (800) 360-8044 number or email [email protected]
Meet Our Team
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Sandy Herpel, the dedicated and experienced Customer Support Center Team Lead at Legence Bank, calls Eldorado her home. With an impressive 46 years of expertise in customer service, Sandy has become a cornerstone of our team. Her extensive background includes being a successful business owner, which has honed her skills and deepened her passion for helping others. Sandy's unwavering commitment to assisting customers with their banking needs is evident in every interaction. Her warm and knowledgeable approach ensures that each customer receives the highest level of service and support. |
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Mindy Loudy, a valued member of our Customer Support Center team at Legence Bank, is a proud resident of Eldorado. Before joining our team, Mindy dedicated 18 years to the field of social services, where she honed her skills in empathy, problem-solving, and client support. Her transition to the banking sector has been seamless, infused with a unique perspective and a compassionate approach to customer service. |
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Kelsey Allen is a dedicated member in the Customer Support Center at Legence Bank. Since joining the team in 2013, Kelsey has taken immense joy in using her customer service skills to assist and support the bank's valued customers. Outside of work, Kelsey can often be found at a ballfield, enjoying quality time with her husband and their two boys. Helping others brings her great satisfaction, and she is proud to be a part of the Legence Bank family. |
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Janet (Blair) Baugher is a cornerstone of our Customer Support Center team and serves as the welcoming receptionist at our Corporate office. Joining Legence Bank in 2010, Janet has brought her impressive 50 years of customer service experience to our organization, consistently greeting customers with a warm smile and a friendly demeanor. Beyond her professional commitments, Janet finds joy in playing the piano at her church and actively serving in the church food pantry. Her dedication to both her work and her community reflects her compassionate and caring nature, making her an indispensable asset to the Legence Bank family. |
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