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Why On-Site Visits Matter: Strengthening MSB Partnerships Through Face-to-Face Support
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When it comes to Money Service Businesses (MSBs), so much of the relationship between the bank and the customer happens behind the scenes through emails, phone calls, documents, and reviews. But sometimes, the most valuable conversations happen face to face.
Recently, Surety Bank conducted a series of on-site visits with MSB customers across Florida. In just two days, our team visited 12 businesses meeting owners where they operate, seeing workflows in real time, and having honest, productive conversations about compliance, fraud prevention, and growth.
The takeaway was clear: on-site visits create clarity, trust, and better outcomes for everyone involved.
From the bank’s side, we review transactions, reports, and data. But that only tells part of the story. Visiting MSBs in person allows us to see how your business actually operates, how customers flow through your store, how decisions are made, and what challenges you face day to day.
For many MSBs, this was the first time they were able to put a face to a name they usually only see in emails or hear on the phone. That alone made a difference. Customers were able to ask questions, share concerns, and better understand why certain compliance requirements exist, not just that they exist.
Site visits also help uncover small issues that can cause big delays later.
During one visit, a customer believed their corporate files were fully up to date. A quick spot check showed otherwise: expired corporate resolutions, missing documentation, and records that hadn’t been refreshed annually as required by Surety Bank policy.
That conversation mattered. Without those documents:
● Checks could be delayed or placed on hold
● Approvals could be paused
● Cash flow could be impacted
Addressing these gaps during a site visit helps MSBs avoid last-minute scrambles, rejected transactions, and unnecessary frustration.
Another consistent theme during site visits was fraud. MSBs are very aware that they are vulnerable and site visits give us the opportunity to talk through practical, preventative steps.
From understanding why certain customers are blocked, to recognizing patterns of suspicious activity, these conversations help MSBs make better decisions before a check is cashed rather than dealing with losses afterward.
Based on the success of these visits, Surety Bank will be conducting more on-site visits starting in the new year. While we can’t visit every MSB at once, we are prioritizing visits based on risk assessments and geographic proximity.
These visits are not audits. They are not meant to tell you how to run your business.
They are meant to:
● Build stronger relationships
● Provide clarity around compliance expectations
● Identify issues early
● Support MSBs with real, practical guidance
Most importantly, they reinforce one thing: we’re here, we’re accessible, and we care about your success.
If you would like to request a site visit or learn more about what to expect, we encourage you to reach out and our team will follow up to discuss next steps.
Email: msb@surety.bank
At Surety Bank, we believe strong partnerships are built through communication, transparency, and mutual understanding. On-site visits help bridge the gap between policy and practice and we look forward to continuing these conversations in person throughout the year ahead.
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