As someone in CCB I am routinely astounded by the lack of communication between departments. Whether it's IRM partner groups like Wealth/Premier/Treasury/Merchant, back-office support, branches, etc. etc. Does anyone else notice how other departments have entirely different protocols or policies on what seem to be routing things? Or how policies change and aren't even communicated?
It's no wonder clients are going insane and talk to "8 different people to get an answer and they each said something different." I see it every day causing a massive amount of duplicate work and inefficiency. I don't understand how this can go on. That is all.
7 replies (most recent on top)
There is no merchant. All the leadership that grew it is gone. Doubtful that it has seen positive organic growth since 2021. Nothing left but a skeleton crew.
I had an issue with a new policy about one year ago. As usual no one thought through the new process first or did a branch test to work out the bugs.
My issue went global as no one on this continent with Truist knew how to fix it. Then it went overseas to the call center support. Again, no one knew how to figure out the problem.
Finally a IT contractor guy calls, asks me a few questions about the problem (since no one before had done that) and said “you guys really don’t talk to each other, huh?” I told him “nope. Not at all”. He told me about being on a video call to try to come up with a fix. He said “I looked at it and spoke up with the solution. It was easy, but made more difficult because Truist wasn’t talking to Salesforce.” Told me it should have been resolved immediately.
No one talks to anyone. Can we talk about the email classification debacle?
I’d help but I’m a high and mighty AVp
Don’t worry we spent millions on the journey room for ppl to act like they work at google and provide literally zero value.
If only there was tech (AI, cough) that could help with this type of policy disconnect. Who’s left who understands how to implement this?
This has been an ongoing issue since merger made worse by Suntrust management takeover. The riffs and voluntary leaving of way to many people who understood the importance of this has exacerbated it. The “billions” supposedly spent on technology has been a joke. Unfortunately you left behind at SunTruist will be fighting this for years to come. Get outta of this circus if you can, if not, just make a paycheck till you can. Nobody really cares!
Amen