Speakers: Janet Boyle, VP Real Estate Secured Lending Banking Growth Forum 2016, San Francisco, CA
Facing market disruption and changing customer expectations, Scotiabank is transforming itself from a traditional bank to a responsive and digital environment. For Janet Boyle, VP of Real Estate Secured Lending, that means transforming the way mortgage customers interact with representatives in the branch, captive representatives, and third-party brokers. In this presentation from Banking Growth Forum, Janet explains how she implemented a mortgage pricing framework in conjunction with a solution that drives deeper customer interactions by empowering front-line employees to:
Improve customer interactions that promote an advisory relationship with front-line employees
Increase margins without decreasing volume
Reduce exceptions that slow processes and create frustration for employees and customers.