Navigating Banking's Customer Service Labyrinth

This chapter explores the inefficiencies and challenges of customer service in banks, emphasizing the frustrating tiered system that often leaves customers repeating their issues. It highlights the systemic disconnect between various service levels and the complexities of decision-making faced by financial institutions, particularly amid geopolitical tensions. Through anecdotes and historical perspectives, the chapter critiques how banks manage customer interactions while dealing with operational constraints and societal needs.

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In this episode of Upstream, Erik Torenberg interviews Patrick McKenzie (patio11) about the intricacies of the financial system, focusing on banking, money laundering, and regulatory compliance. They discuss several of Patrick’s essays from Bits About Money.

Patrick discusses the three stages of money laundering - placement, layering, and integration - and how the financial system has been deputized to act as law enforcement. The conversation touches on the unintended consequences of strict regulations, including their impact on economic growth and financial inclusion.

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RECOMMENDED PODCASTS:

🎙️ Dealcraft: Insights from Great Negotiators is the brand new weekly podcast that features interviews with world’s greatest dealmakers and diplomats, including Former Secretary of State Henry Kissinger, Blackstone CEO Steve Schwarzman, and music industry super-lawyer John Branca, on their most challenging negotiations. Each episode, host Jim Sebenius (Harvard Business School professor and renowned negotiation expert) relates fascinating deal stories and distills useful insights for listeners to apply in their toughest deals and disputes.

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🎙️Complex Systems with Patrick McKenzie

Patrick McKenzie (@patio11) talks to experts who understand the complicated but not unknowable systems we rely on. You might be surprised at how quickly Patrick and his guests can put you in the top 1% of understanding for stock trading, tech hiring, and more.

Spotify: https://open.spotify.com/show/3Mos4VE3figVXleHDqfXOH

Apple: https://podcasts.apple.com/us/podcast/complex-systems-with-patrick-mckenzie-patio11/id1753399812

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LINKS:

Patrick’s Newsletter: https://www.bitsaboutmoney.com/

Seeing Like a Bank: https://www.bitsaboutmoney.com/archive/seeing-like-a-bank/

KYC and AMI: https://www.bitsaboutmoney.com/archive/kyc-and-aml-beyond-the-acronyms/

Money Laundering and AML Compliance: https://www.bitsaboutmoney.com/archive/money-laundering-and-aml-compliance/

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FOLLOW ON X/TWITTER:

@eriktorenberg

@patio11