This is approximately the level of understanding that most people have. I think this helps highlight the point that the banking system is just horrible to have to deal with -- you shouldn't have to know the intricacies and oddities of the banking system in order to do this sort of stuff.
> and still want high-touch in-person and phone interactions in a financial institution.
This is me. For mundane things, I prefer an automated system. But if anything at all goes wrong, or if I'm doing something unusual, I want a human to hold my hand.