How Forbright Bank Put CD Decisions Back in the Customer's Hands
About This Case Study
Bringing Digital-First Principles to the Final Step of the CD Lifecycle
Forbright Bank built its experience around a clear premise: customers should be able to manage their financial lives on their own schedule, with transparency and control at every step. The bank's Growth CD attracted exactly that kind of customer —digitally fluent and used to handling decisions on their own.
Maturity was the one moment that didn't fit. When a Growth CD approached the end of its term, the customer's ability to act independently was limited. Renewing at a new term, updating interest disbursement preferences, or directing matured funds to a different account all routed back into a phone call during business hours — an interruption to the seamless experience customers expected from the bank.
Internally, the workload tied to maturity events was steady and growing. As the Growth CD portfolio expanded, more of the bank's servicing time was being absorbed by routine maturity decisions that customers were well-positioned to make for themselves — given the right experience.
Self-Service CDs: Designed for the Way Forbright Customers Already Bank
Nueve Solutions deployed the ability to self-serve maturing CDs as a native extension of the existing digital banking experience via Q2 Innovation Studio's Software Development Kit (SDK) certified development partner program. The solution integrates directly into the Q2 Digital Banking Platform, requiring no separate customer-facing infrastructure or login. This enables customers to access capabilities within their everyday digital banking sessions.
The implementation introduces two purpose-built workflows that together cover the full arc of Growth CD maturity. Beyond the core renewal and closure flows, the experience surfaces the supporting capabilities customers expect from a digital-first product: transparency across available terms, pre-maturity decision scheduling, interest disbursement preference management, and a complete view of balance and accrued interest.
CD Renewal with Term Flexibility
As customers' Growth CD maturity dates approach, they can review their maturing CD, renewal terms, and confirm a renewal decision — entirely within digital banking, at any hour.
- Customer is notified of an upcoming maturity within digital banking
- Reviews available renewal terms
- Selects a preferred term — adjustable up to the evening before the maturity date
- Renewal selections are captured, with confirmation of selections delivered in-session
CD Closure & Fund Direction
When customers choose not to renew, they can close their Growth CD and direct the full balance — principal plus accrued interest — to a designated internal or external account, without contacting the bank.
- Customer selects the closure option from the maturity options page
- Reviews a complete balance breakdown: principal, accrued interest, and total payout
- Designates the destination account — including external accounts via routing lookup
- Transfer is executed automatically with a complete audit trail
Capabilities Included
A Different Maturity Experience, for Customers and for the Team
The change reframes who owns the maturity decision. Customers gain end-to-end self-direction, and the bank's team gains capacity and cost savings.
- Renewal term change or account closure required a phone call during business hours
- Each maturity interaction — renewal, closure, transfer — was processed manually by staff
- Customers without a convenient digital path had fewer options at maturity
- Disbursement preferences required a separate staff contact to update
- The online banking environment offered no native path for CD management
- No proactive maturity prompts inside the digital banking session
- Customers renew, close, or direct funds anytime as maturity approaches — entirely within online banking
- Routine maturity decisions can be completed end-to-end without staff involvement
- A digital renewal path reduces friction at the maturity window
- Disbursement preferences are managed by customers directly, anytime
- Self-service capabilities live natively inside the existing digital banking experience
- Proactive maturity prompts surface upcoming decisions before the grace period window opens
"Our digital banking platform was built around the idea that customers should have meaningful control over their financial decisions. Self-servicing at key moments, including CD maturity, is a natural extension of that — it puts the choices that matter most, at the moments they matter most, exactly where customers expect them: inside the experience they already use. It fits how our customers think about banking."
Outcomes Across the Dimensions
That Matter Most
This initiative was impactful across the organization.
Customers no longer need to call to manage their maturing Growth CDs. As maturity approaches, every decision lives inside the digital banking environment they already trust — available at any hour, on any device.
Routine maturity work can be absorbed by the self-service channel — freeing staff to focus on other needs, relationship-building, and the activities that build long-term customer value.
A friction-free digital path helps increase deposit stickiness, supporting the retention of an important deposit base.
A modern, end-to-end digital experience for Growth CD management positions the bank to attract incremental deposit volume from customers who prefer to manage their banking digitally.
What Customer-Led Banking Looks Like
The most immediate takeaway from Forbright Bank's deployment is that meaningful digital improvement doesn't require replacing what already works — it requires extending it where it matters. The bank didn't overhaul its infrastructure, retrain its team on a new system, or ask customers to adopt a separate application. It extended the Q2 digital banking environment it already owned, with intent and precision.
What began as a fix for a single operational friction point has become something more strategic: a proof point that digital-first banks compete not only on their product set, but on the depth of self-service across it.
The work reinforces a broader principle: digital self-service, when built thoughtfully and deployed natively, strengthens the customer relationship rather than thinning it out. Customers who can act on their own time — at the moments that matter most — are the customers most likely to deepen the relationship over time.
For Forbright Bank, this is a step on a longer path, not the end of one.
See What Self-Service Can Do For You
Nueve Solutions works with digitally-focused banks and credit unions to deploy CD self-service natively within the Q2 Digital Banking Platform via Q2 Innovation Studio — typically within weeks, without new infrastructure or customer-facing changes. Contact us to request a demo: nuevesolutions.com
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