Account servicing changes

How do we make account servicing changes from any channel with the required disclosure delivered before the change hits the core?

Run every servicing change through one process that knows which disclosure each change needs. Callvu identifies the customer, prefills the account, applies the change-in-terms rule for the change requested (a product change, a CD renewal, a rate or fee change), delivers the notice inside the required advance period, captures the customer's approval, and writes the change to the core once. Live at Bank Leumi, under national rules outside the US.

Live at Bank LeumiSimpleCallvu moves: prefill, write back

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Last updated November 6, 2026.

The problem today

The change is in the core before the notice is out, and nobody can say which came first.

Today, without Callvu

A customer calls to move from one checking product to another, or to renew a CD at a different term, or asks about the fee that changed. The agent makes the change in the core while on the phone. The disclosure that the change required goes out from a different system, later, or is assumed to have been in the statement insert.

Reg DD requires advance notice, at least 30 calendar days before the effective date, of a change in terms that reduces the annual percentage yield or adversely affects the consumer. Reg E requires 21 days' advance notice of a change in electronic funds transfer terms that increases fees or liability or restricts access. When the change and the notice live in different systems, the order is whatever the agent did first.

Simple changes are the volume. Each one re-keyed from a call note into the core is an error waiting to be found at the next statement.

How it runs

From the requestto the system of record.

A customer asks for a change from any channel: a call, a chat, the app, a branch, or an AI agent. Callvu identifies the customer, opens the account, and classifies the change.

Customer: Asks for the change, reads the notice where one is required, and approves on their own phone.
Contact center: Starts the request from the call or chat on the same screens, without keying the change into the core.
Deposit operations: Reviews the changes policy reserves for a person and sees every change with its notice and approval.
Callvu: Identifies, prefills, applies the disclosure rule for the change, delivers the notice, captures approval, and writes the change to the core.

Identify and prefill
The customer is identified under the bank's authentication policy for the channel. Callvu reads the account and its terms from the core and prefills the request, so the agent and the customer see the current product, rate, fees and term.
Classify the change
The change type (product change, CD renewal or term change, rate change, fee change, service added or removed) decides whether a Truth in Savings change-in-terms notice, a Reg E change-in-terms notice, a new account disclosure or no notice is required, and the advance period that applies.
Deliver the notice
Where a notice is required, it is delivered in the channel the customer consented to, with the effective date set no earlier than the notice period allows. Where the change is at the customer's request and takes effect at once, the new terms disclosure is delivered before the change.
Customer approval
The customer approves the change on a process-controlled screen, by text link or in the app, with a timestamp. For a change an agent proposed on a call, the approval comes from the customer, not from the agent's note.
Decide
A change within the rules the bank set for automatic handling (for example, a product change the customer is eligible for) proceeds. A change outside them (a rate exception, a fee waiver above a limit) goes to deposit operations in the Decision Desk with only the allowed outcomes.
Write back
The change is written to the core with its effective date, and the notice, the approval and the timestamps are attached to the account record. A confirmation goes to the customer.

Where it ends: The change is in the core with its effective date inside the notice period, and the notice and the customer's approval are on the record with their timestamps. The Decision Trace shows which rule applied and why; the Audit Trace shows every step.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

US requirements shown. Bank Leumi runs this process under national rules outside the US; Callvu loads each market's rules as policies the same way.

Reg DD change-in-terms notice (Truth in Savings, 12 CFR 1030.5): A bank must give advance notice to affected consumers of any change in a term that was required to be disclosed, if the change may reduce the annual percentage yield or adversely affect the consumer. The notice must be mailed or delivered at least 30 calendar days before the effective date and state the effective date. Certain changes, such as variable-rate changes and check printing fees, are excepted.
Reg DD account disclosures on a product change (12 CFR 1030.4): When a consumer moves to a different account product, the account disclosures for the new product are provided before the account is opened or the service provided, which for a product change at the customer's request means before the change takes effect.
Reg E change-in-terms notice (12 CFR 1005.8): At least 21 days' written notice before the effective date of any change in a term required to be disclosed if it would result in increased fees, increased liability, fewer types of available transfers, or stricter limits on the frequency or dollar amount of transfers.
Reg DD maturity notices for certificates (12 CFR 1030.5(b)): For a time account that renews automatically with a maturity longer than one month, the maturity notice is given at least 30 calendar days before maturity (or 20 days if the grace period is at least 5 days); the renewal change runs on that clock.

Company policies

Which changes an agent may complete, which the customer must approve, and which go to deposit operations are set by the bank's deposit policy and applied by Callvu.
No change takes effect in the core before the notice its type requires has been delivered and the effective date respects the advance period.
The customer's approval is captured from the customer, with a timestamp, not recorded on their behalf from a call note.
The core is the system of record; Callvu writes the change once with the notice and approval attached.

Controls

Channel-appropriate customer identification before the account is opened for servicing.
Change classification that selects the notice type and the advance period.
Effective-date rule: the change cannot be dated earlier than the notice period allows.
Notice delivery in the consented channel, timestamped.
Customer approval on a process-controlled screen, timestamped.
Decision Desk routing for exceptions outside the automatic rules.

Clocks and deadlines

Reg DD change-in-terms notice: At least 30 calendar days before the effective date of an adverse change.
Reg E change-in-terms notice: At least 21 days before the effective date of a change that increases fees or liability or restricts transfers.
CD maturity notice: At least 30 calendar days before maturity for an automatically renewing certificate with a term over one month (20 days with a grace period of at least 5 days).

Documents and checks

The customer identification result for the channel
The change request as prefilled and as confirmed by the customer
The change-in-terms notice or new account disclosure, with its delivery timestamp
The customer's approval with its timestamp
The confirmation sent after the write to the core

In the Decision Trace

The change type and the notice rule it triggered, with the advance period.
The effective date and the check that it respected the period.
Whether the change ran automatically or went to a person, and the person's decision.
The identification and approval evidence.

In the Audit Trace

The channel, the agent where there was one, and the time of the request.
The notice delivery and the approval, with timestamps.
The write to the core and what was written.
The confirmation sent to the customer.

The handoff

Between the front doorand the back office.

The front door

Any channel: the call, the chat, the app, the branch, or an AI agent over MCP. The agent starts the request on the same screens the customer sees; the approval comes from the customer on their phone.

The back office

Deposit operations sees every change with its notice and approval, and reviews only the exceptions. The core receives the change once, with its effective date, from Callvu.

The Decision Desk

A rate exception, a fee waiver above the limit, or a change the customer is not eligible for goes to deposit operations in the Decision Desk with the account, the request and only the allowed outcomes.
The reviewer is nudged until they act, and the customer is told the request is under review rather than left waiting.

Proof

Live at Bank Leumi.Published results only.

Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.

Bank Leumi reached a 94% average completion rate.

BNK-16 · Customer-attested · verified 2026-11-02

Bank Leumi cut data errors by 77%.

BNK-03 · Customer-attested · verified 2026-11-02

Bank Leumi cut digital development timelines by 91%.

BNK-17 · Customer-attested · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

Can an agent make the change on the phone?

The agent starts it. The customer approves it on their own phone, with a timestamp, and the change is written to the core from that approval, not from the agent's note.

How is the 30-day Reg DD notice enforced?

The change type sets the notice rule and the advance period. The effective date cannot be earlier than the period allows, and the change is not written to the core until the notice has been delivered.

What about changes that need no notice?

The classification records that no notice was required and why, so the record shows the rule was applied, not skipped.

Which changes go to a person?

The ones the bank's policy reserves: a rate exception, a fee waiver above a limit, an ineligible product change. They go to deposit operations in the Decision Desk with only the allowed outcomes.

Related processes

Address and contact information change Service requests completed digitally Disclosure acknowledgment and e-signature Try it in the sandbox All banking and credit unions processes

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