World Class Experience
The critical KYC step that was automated in Salesforce in 2019.
What is OFAC screening?
The name of the workflow tool, delivered with a huge, cross-functional effort from servicing associates, onboarding associates, ADAPT, change management, learning, product, and technology
What is Salesforce Lightning?
If a client calls into to express dissatisfaction and requests escalation to a manager what level of complaint should be logged
What is a tier 2 complaint?
Commercial Bank Operations learning program which includes the following focus areas: Tech Fluency, Design Mindset, Workload Management, Adaptive Thinking, Social Acumen.
What is Skills of the Future?
The name of the Associate Self-Directed growth program, within Client Solutions, which offers learning and networking activities for Client Solutions and Commercial Ops associates.
What is APEX (Associate Progression Experience)?
Amanda Moon, Denise Astudillo, Lilly Desai solved a moment that mattered for Finch Investment Group, (avoiding a potential loss to the client of $250K), by identifying an approach to retrieve what type of documents?
What are tax lien certificates?
The competition between CS Teams to reduce the number of hard tokens in the Intellix login experience.
What is the Token Derby?
Team effort to train client admins to perform high risk work that was previously done by our bank associates.
What is Client Admin remediation?
A facilitator led experience for associates to identify and solve real business problems
What is Structured Problem Solving?
They were engaging events held at multiple sites that allowed Commercial Operations associates to hear from and interact with various leaders from across the organization
What are career network panels?
This associate worked with product, IT, and Lockbox to develop an automated report for LHC (client with >75 lockboxes) which reduced associate work from 5 hours to 5 minutes.
Who is Renee Robertson?
The area that took home the Gold medal in the Salesforce Olympics in addition to scoring 2nd place and splitting 3rd place (hint - either Middle Market, Specialty, or CRE)
Who is the Specialty team?
This particular type of fraud is getting more and more sophisticated, which has led us to enact new controls, such as a call-back to the client confirming money movement over $10k
What is business email compromise?
Name one of two associates that blogged within Client Solutions on Financial Wellness.
Who are Karen Mason or Orlando Riega-Bellido?
Client Solutions' most recent associate engagement score from Q4 2019 (hint - 65%, 68%, 70%, 78%)
What is 78%?
This CS ADAPT associate created a turnaround tracker that is utilized by KYC management to monitor any improvements or impediments in our process.
Who is James (Jim) Leahy?
Function added to Client Solutions in 2019 to create and edit Client Non-Marketing communications.
What is KMI (Keep Me Informed)?
What was the rating of the 2019 Commercial AML Audit?
What is an adequate rating?
Name one of two associates who graduated from the Hispanic Leadership Program (HLDP) in 2019.
Who are Liz Frischeisen or Jessica Soliz?
The participation rate for percentage of Client Solutions associates that participated in volunteering efforts in 2019 (hint - 60%, 71%, 80%, or 84%)
What is 71%?
The online sub-accounting platform for agents and other entities that manage third party funds - gives our clients total control and a great experience!
What is escrow express?
This new application, rolled out in Q4 2019, assists in keeping our organization well managed through record keeping of client’s DID, contract status, corresponding Relationship Manager (RM), and other contact information
What is Relationship Data Scorecard (RDS)?
This process leverages bots and automation to reduce time spent on repetitive activities and reduce risk from manual processes.
What is Robotic Process Automation (RPA)?
The process tool we leverage to come together to think differently about how we improve our processes while testing for potential failures and breakdowns.
What is FMEA (Failure Mode and Effect Analysis)?
One of the 3 CS managers that organized the events and games for Customer Service Week.
Who are Dimitri Vasilopoulos or Gabe Ghanem or Ketan Marvadi?