Radical new mortgage regulation was introduced in April 2015 and for a large UK bank this meant sweeping changes in its products, processes, technology and customer experience. In both its contact centres and branches across all its brands, sales staff needed to become qualified mortgage advisers and be able to operate all the new processes and procedures effectively, ensuring that customers received the mortgages they needed and could afford.
We designed and delivered a range of over 60 different learning programmes for over 5,000 staff across the bank. This included a blend of e-learning, technology simulations, classroom training, self-study workbooks and 1-1 coaching, depending on the roles of staff involved. We also designed case-study based assessments which tested the ability of staff to deal with customers and advise them appropriately.
This major project was delivered on-time and under budget working in partnership with Learning and Development specialists across the bank.