It’s not the word you want associated with your financial institution
but it’s often how your employees feel.
When tasked with opening a new account and searching for the correct procedure to follow, it’s not uncommon for pages of search results to appear, pointing to a myriad of documents. Without proper versioning requirements, multiple versions of the same document exist, making it unclear which one is most current.
The result? Inefficiency and confusion for your frontline.
Fixing this problem requires bridging the gap of frontline and back office needs to:
(1) break down long documents into short, simple to understand, clearly titled steps that anyone can follow, regardless of experience.
(2) ensure frontline staff can find, follow, and use procedures in the moment.
People will always be at the heart of your institution. The most successful approach it to create a centralized content assembly line with content architects. These individuals oversee all the policies, procedures and product information that is entered and managed in your employee portal, intranet or knowledge base. They work with the SMEs to ensure accuracy, schedule review dates, create approval workflows and manage version control. They also ensure best practices for titling, descriptions, keywords, and formatting are followed to ensure findability and usability for the frontline staff.
Documented processes that are effectively used are necessary to ensure consistency and efficiency. In the regulated banking industry, this documentation saves more than just frustration; it could be the difference between compliance success or failure. While these will vary from institution, generally they should include:
Lastly, financial institutions need a central repository to house policies and procedures. To effectively bridge the gap between the frontline and back office, a centralized repository must contain certain critical features:
Bridging the gap between the frontline and back office requires people, processes and technology. When institutions fully commit to this approach, the results are immediate and effective. Impacts include:
SilverCloud’s Employee Support solution combines the people, process and technology to: