Certificate of Deposit (CD) Maturity and Renewal
Private Bank sales colleagues were missing CD renewals and generating client complaints because they didn't understand the basics of CD maturity, grace periods, or their required actions when clients' CDs were coming due. I worked with an operations SME to create a course that addressed the knowledge gap.
Rapid course development and SME collaboration
Connected with the business line after the curriculum manager flagged the issue to understand the specific problem
Collaborated with an operations SME to build the course from scratch in Articulate Rise
Created a 10-minute course covering CD maturity fundamentals and step-by-step procedures for the grace period
Focused on practical action items sales colleagues needed to execute when supporting clients
What I did:
The outcome:
The course is now required training for Private Bank sales colleagues. It solved the immediate problem - giving people the foundational knowledge they were missing to properly manage CD renewals and avoid client service issues.