Certificate of Deposit (CD) Maturity and Renewal
Private Bank sales colleagues were missing CD renewals, resulting in client complaints and avoidable service issues. The root cause was inconsistent understanding of CD maturity timelines and required actions during the grace period. I partnered with an operations SME to build a focused fix.
Audience: Private Bank frontline sales colleagues
Scope: Operational knowledge correction
Format: 10-minute Articulate Rise course
Role: Designer and SME partner
Rapid course development and SME collaboration
Confirmed where breakdowns were occurring with the business line
Partnered with an operations SME to translate policy into clear frontline guidance
Built a focused 10-minute Rise course covering maturity timelines and grace period procedures
Structured the course around practical execution steps to reduce renewal misses
Strategic Actions:
The outcome:
The course became required training for Private Bank sales colleagues. It provided a consistent approach to managing CD maturities and reduced confusion during the grace period.
Reduced renewal errors by giving sales colleagues a clear, consistent process for managing CD maturities.