Univest Customer Service — Expert Operational Guide

Overview and organizational posture

Univest Bank & Trust (part of Univest Corporation of Pennsylvania) operates as a regional bank headquartered in Souderton, Pennsylvania, serving retail and commercial clients across Montgomery, Bucks and surrounding counties. Their customer-service model is a hybrid of branch-based relationship banking and digital-first service delivery designed to balance personal attention with 24/7 self-service. For official product information and the most up-to-date contact details consult the corporate site: https://www.univest.net.

From an operational standpoint, Univest’s service teams are organized into Retail, Business/Treasury, Treasury Operations (payments and wires), Fraud & Risk, and Wealth & Trust service units. Each unit uses dedicated SLAs and case-management tools to route inquiries: basic transactional requests are handled by tier-1 staff, while escalations go to specialized credit, fraud or treasury teams. This structure reduces turnaround for routine requests and centralizes accountability for exceptions.

Channels, hours and how customers interact

Univest provides multiple contact channels: in-branch service, telephone contact centers, secure in-app messaging, email for non-sensitive issues, online chat for basic support, and a dedicated commercial relationship team for business clients. Mobile and online banking are primary channels for balance checks, transfers, remote check deposit and account alerts; the branch network is used for cash services, notarizations and complex wealth or lending conversations.

Typical expectations: phone or chat sessions should be answered within 30–120 seconds during peak hours, and secure messages are usually acknowledged within 24 hours and resolved within 2–3 business days for standard requests. Critical incidents (lost/stolen cards, suspected fraud) receive a 24/7 response path and are escalated to fraud operations immediately; provisional steps (card blocks, temporary credits) are often implemented on the first contact.

Service standards, metrics and regulatory timelines

Operational metrics that define a high-performing bank contact center include average speed of answer (ASA) under 60–90 seconds, first-contact resolution (FCR) in the 70–85% range, and customer satisfaction (CSAT) targets above 85%. Univest aligns its internal targets close to these industry benchmarks to reduce repeat calls and improve digital adoption. Performance is measured continuously with monthly scorecards covering call volume, abandonment rate, average handle time (AHT), and case backlog.

On regulatory matters, banks follow federal timelines: unauthorized electronic funds investigations are typically resolved in up to 45 calendar days under Regulation E; banks often provide provisional credit within 10 business days in cases where additional documentation is required. Funds availability for deposited checks follows Reg CC rules: the first $225 of a check deposited in person is generally available the next business day, with remaining funds often available within 2–5 business days depending on risk factors.

Complaint escalation, documentation and external remedies

When a standard resolution is not satisfactory, Univest’s escalation path moves a case from front-line staff to a supervisor, then to specialized investigators, and finally to senior management in complex cases (lending disputes, trust issues, or large commercial exceptions). Documented escalation should include: account number, date/time of contact, representative names, a concise statement of the complaint, and desired resolution. Maintaining a clear paper trail accelerates reviews and decisioning.

If internal processes are exhausted, customers may file complaints with external regulators. For consumer banking issues, the Consumer Financial Protection Bureau accepts complaints at https://www.consumerfinance.gov/complaint/. Univest customers can also consult the FDIC’s consumer resources for deposit insurance topics and the Pennsylvania Department of Banking & Securities for state-level supervisory matters.

Fraud prevention, security protocols and response expectations

Proactive fraud prevention starts with device- and behavior-based controls: multi-factor authentication (MFA) for online access, real-time monitoring for unusual ACH/wire patterns, and velocity checks on ATM/card transactions. Customers are advised to enroll in real-time alerts (push, SMS, or email) to detect unauthorized activity within minutes. When fraud is suspected, immediate actions typically include card deactivation, transaction holds, and sending a case to the fraud team for an expedited investigation.

Operationally, card replacements and PIN resets are usually completed within 3–7 business days via overnight courier; emergency card-issue options (same-day replacements) may be available in limited cases at branches. For ACH/wire fraud, banks will attempt recall procedures but recovery is time-sensitive; customers must report unauthorized or erroneous transfers immediately to maximize recovery chances and to comply with regulatory deadlines.

Business and treasury support — onboarding, fees and service levels

Business customers receive a distinct service model: a dedicated relationship manager, onboarding project plans (KYC, commercial credit checks and account set-up), and a treasury management specialist for ACH, positive pay and remote deposit capture. Typical onboarding timelines run 5–15 business days for standard accounts and up to 3–6 weeks for larger commercial relationships that require underwriting, authorization matrices and contract execution.

Fee structures for business services vary by package: monthly treasury packages commonly range from approximately $50–$300 depending on transaction volume and included services, domestic outgoing wires often fall in the $20–$35 range, and international wires commonly range $35–$75 plus correspondent fees. These ranges are representative of regional banks; customers should request a current fee schedule or pricing proposal from their Univest relationship manager for exact figures tailored to volume and negotiated terms.

Practical checklist and contact tips

• Essential documents to bring to a branch: government-issued photo ID, Social Security number (or ITIN), proof of address (utility bill within 60 days), and for businesses: EIN, formation documents, and a certified operating agreement or corporate resolution.
• When reporting fraud: note the date/time, amounts, last four digits of affected cards, transaction IDs (if available), and preserve any suspicious emails or messages. Immediate reporting increases chance of provisional credit and reversals.
• Use secure channels for account-specific inquiries: in-app secure messaging or the phone number listed on the bank’s official site (https://www.univest.net). Avoid sending sensitive account details via standard email or SMS.
• For disputes and chargebacks: collect merchant receipts, transaction logs, and any communications with the merchant. Timely submission of documentation (often within 60–120 days depending on the product) determines eligibility for reversal.

Does United Bank have 24-7 customer service?

At United Bank, we’re dedicated to providing exceptional customer service. Whether it’s a lost check card or questions about refinancing your home, feel free to reach out to us at any time, via phone, e-mail, or 24/7 online.

Is Univest a good bank?

We ranked the bank at a 4 out of 5 stars, suggesting Univest Bank and Trust Co. is a good bank that warrants your consideration.

What is the 800 number for UMB Bank?

To discuss confidential information, please stop by any UMB banking center or call 800.860. 4862.

Why is Univest closing branches?

The company announced in April it would close branches, saying the cost of maintaining its branch network was rising while the number of in-person transactions were on the decline.

Does UMB have 24 hour customer service?

Please reach out to the Service Center at 800.821.5184 (available 24/7) for immediate assistance, or contact your local branch during business hours.

What bank code is 056004445?

United Bank
United Bank Routing Number. No matter the location, no matter the branch… our routing number is 056004445.