Just found out a new team was created to ensure client facing team members are following proper protocol.
Thoughts?
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My only thought is I’m surprised they have t been found this for years already.
I am technically customer facing in my operations role but I've never talked to a customer one in the last 5 years.. however sometimes we edit conditions for a loan which shows on a commitment letter whenever a loan is approved. We have an exact script we're required to copy/paste and can't type anything free form because this could "confuse the customer". And yes I can confirm they audit this and if you don't copy paste the exact script your manager will email you.
Are we going back to the, “hello Mr. Customer how can I service you today?” Branch Scripts?
This already happens in WIM/WFA per FINRA and SEC guidelines
My first thought is that a new team should be created to make sure the C-Suite and BOD are following proper protocol. Everything flows from there.
From what I understand, every client interaction needs to be logged into the system. If there is any deviation, this team runs a report to identify the issues.
Shouldn't client-facing team members follow proper protocol?