Meeting Irish banking compliance regulations

The challenge

This major government-rescued bank was servicing c.€26bn assets in a market highly sensitive to media and political pressure. The business was required by the regulator to implement stringent new legislative measures, whilst continuing to service customers and maximise value of its portfolio.

The solution

• Assisted client to implement new mortgage regulations (MARS) to operational processes.
• Trained client’s teams, including Emotional Quotient (EQ) training.  Arum is now exclusive agent training provider for client.
• Conducted coaching and call monitoring to ensure compliance quality and effectiveness.

The results

• Organisation able to demonstrate good conduct to regulator and meet regulatory compliance standards.
• New techniques embedded thereby enhancing successful customer engagement.
• Process flow documentation designed, delivered and passed on to client as part of knowledge transfer.
• Staff trained, empowered and developed resulting in portfolio value maximisation.