Retail and Commercial Operations
Our comprehensive operations cover a wide range of essential services designed to streamline financial management for both retail and commercial clients. We provide expert support for credit and lending operations, including underwriting, loan servicing, and mortgage funding, ensuring that your financial needs are met efficiently. Our transaction processing services handle everything from account adjustments to tax-related inquiries, while our performance enablement and help desk services ensure that teams remain well-trained and supported. Additionally, we offer specialized functions like estate settlements, and currency management, ensuring all client segments are served with tailored solutions. For commercial clients, we offer robust cash management, corporate banking, and lending services, helping businesses manage their finances and maintain efficient operations. Whether you need assistance with compliance, risk management, or customer inquiries, our dedicated teams are here to provide seamless and effective solutions.
1
Credit and Lending Operations
Credit Solutions: Reviews and underwrites retail credit applications originating from digital and contact center channels, maintaining direct customer interactions via calls. Card Services: Manages account-related requests such as reinstatements, closures, card replacements, and loyalty disputes to ensure seamless operations. Credit Administration: Administers customer documentation and verifies account condition changes for retail credit applications processed by contact centers. Mortgage Funding: Supports mortgage transactions, including purchases and refinances, while offering technical assistance for mortgage tools and applications. Loan Servicing: Processes various loan-related financial and non-financial requests, balancing general ledgers and managing next-day reporting.
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Support and Performance Enablement
Performance Enablement: Oversees training, coaching, and development for Credit Solutions teams to optimize operational performance and ensure team effectiveness. Help Desk: Provides technical and navigational support for branch platforms, escalating more complex issues when needed. Support Desk: Resolves mortgage-related inquiries such as payouts, discharges, and exceptions, while ensuring efficient service to customers and internal teams. Internal Partner Support: Handles document retrieval, administrative tasks, and customer complaints, supporting internal departments and improving service delivery. Escalations: Manages high-priority requests and inquiries from both internal and external partners, ensuring timely resolution of complex issues.
3
Transaction Processing and Administrative Services
Transaction Services - Fulfillment: Investigates unbalanced entries and reconciles general ledgers for retail and small business accounts. Transaction Services - Processing: Handles standing orders, account adjustments, and the processing of tax waivers and accruals, ensuring accuracy in transactions. Mortgage Processing and Servicing: Manages post-funding fulfillment for mortgage applications, processing payout statements and mortgage discharge requests.
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Risk, Compliance, and Control Operations
Business Controls - Next Day Review: Ensures compliance with risk management and regulatory standards by reviewing branch activities for operational accuracy. Garnishments: Manages garnishments, court orders, and family maintenance requests, ensuring legal compliance and timely processing of payments. Mortgage Security: Conducts title searches and manages property registrations, ensuring compliance with solicitor databases and mortgage documents. Property Taxes: Oversees tax remittances for real estate-secured mortgages, maintaining correct tax information and addressing inquiries.
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Specialized Banking and Financial Services
Currency Services: Manages currency holdings, vendor relations, cash orders, and reconciliation, supporting branch and regional treasury operations. Investment Support: Provides exception processing for investment accounts, managing securities adjustments and addressing tax-related inquiries. Estates COE: Supports families and branches through the estate settlement process, assisting with documentation and compliance. Advisor Deposit Services: Works with broker-dealer firms in wealth management to support deposit channels and settlement processes.
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Commercial and Corporate Banking Services
Cash Management: Manages commercial client accounts, including onboarding, account maintenance, and managing delinquencies. Corporate Banking Services: Oversees corporate debit and credit services, onboarding clients and maintaining cash management systems. Lending Services: Manages commercial lending activities, including loan onboarding, payouts, and annual reviews, ensuring efficient client support.