Case Study

Conquering Compliance Training With Bank of America: Staff Aug Success Story

Innovation By The Numbers
99K
99K employees completed one+ training component.
12
12 global lines of business with engaged learners.
30
30 interactive PowerPoints.
48
48 courses updated in the catalog.

Project Background

Since 2003, ttcInnovations, a preferred training vendor, has provided professional custom learning support to this leading Fortune 500 global banking and financial institution. In response to industry-wide concerns and to ensure compliance with the Office of the Comptroller of Currency (OCC), the company recently engaged the services of our Innovators on Demand®.

To meet the bank’s internal compliance requirements, as well as federal rules and regulations and the OCC review, this high-profile training initiative required highly skilled and experienced learning professionals.

ttcInnovations Sample Image - Customized training and development services, leadership training programs, human resources training, instructional design, and Innovators on Demand®
ttcInnovations Sample Image - Customized training and development services, leadership training programs, human resources training, instructional design, and Innovators on Demand®
ttcInnovations Sample Image - Customized training and development services, leadership training programs, human resources training, instructional design, and Innovators on Demand®

Project Goals:

To ensure customers understand and provide consent when opening new accounts or using products and services, the bank developed new systems and enhanced existing systems to capture relatedinformation. These technical and procedural changes impacted call centers, banking centers, support centers, and other lines of business. Not only did employees need to develop technical skills, but they also needed to be able to communicate effectively with customers and respond to questions and concerns.

Our Approach

Faced with a very short time frame in which to create and implement the training solutions, our Innovators on Demand® brought their vast experience and bank knowledge to analyze, design, and develop customized training that was both engaging and informative,and do it in record time. Because the new and enhanced systems were still in development and subject to change, our Innovators on Demand® reacted quickly to the ever-evolving environment by using wireframes and other screen mockups until final screen captures were ready.

Innovators on Demand® Roles We Placed:

  • Project Manager
  • Learning Consultant
  • Senior Instructional Designer
  • Instructional Designer
ttcInnovations Sample Image - Customized training and development services, leadership training programs, human resources training, instructional design, and Innovators on Demand®

The Solution

During our analysis phase, it was determined that creating interactive PowerPoints (iPPTs) was the most cost-effective solution, given the time constraints, that would also engage the learners. iPPTs also provided the ability to easily update the materials with final screens and deliver customized solutions.

ttcInnovations Sample Image - Customized training and development services, leadership training programs, human resources training, instructional design, and Innovators on Demand®
ttcInnovations Sample Image - Customized training and development services, leadership training programs, human resources training, instructional design, and Innovators on Demand®

Project Timeline: August 2017 – April 2018

Creating a new curriculum to explain the why and provide the details of what, when, and how changes would be made to processes and procedures while introducing interim solutions and procedures; this curriculum was comprised of:

  • 30 interactive PowerPoints (iPPTs)
  • Two quick reference guides (QRGs)
  • Four self-study guides (SSGs)
  • Two instructor-led PPTs
  • Jeopardy-style game (new hire course for a new team) with nine assessments
  • 48 courses updated in our business-as-usual catalog

Learner Results:

  • Total hours in training: 51,480.03
  • Employees who completed one or more training component: 99,000+
  • Different global lines of business with engaged learners: 12
  • 30 interactive PowerPoints
  • 48 courses updated

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