1) Understand the fee structures and balance requirements
2) Establish a relationship with the staff at a brick and mortar location who can help you navigate issues
I work for an FI, not on the front lines, and coincidentally took training for a new "change initiative" to improve "the customer experience". Why, I asked, did they start this all of a sudden? Oh, just government regulation about abusive and fraudulent practices. Remember that a lot of revenue comes from fees related to balances and transaction requirements and other landmines that seem designed to trip you up.
But that is the institution, not the people: while many of the back office people I work with make me want to scream, my local branch people are some of the nicest, friendliest, helpful people I've run into. Regardless of the institution you choose, I hope you find a similar experience.