To provide exceptional customer experiences, a leading financial services company in Northern Europe focuses on preparing employees in the Trading and Custody Services (TCS) department. This involves ensuring they possess the required knowledge, skills, and confidence to provide comprehensive financial guidance. Recognizing the critical role of effective onboarding, the organization forged a strategic partnership with Infopro Learning to develop an advanced onboarding program, ensuring that new hires are proficient and poised to excel in their roles.

Award-winning Onboarding Program

Challenge

This financial services leader needed an onboarding program to equip new hires in the TCS department with the skills they needed to deliver exceptional customer service. The new onboarding program's core objectives were to achieve the following:

  • Explain the role of TCS in public offerings and related services.
  • Identify the importance of the value chain in settlement, reconciliation, and custody services.
  • Relate the daily work to the impact of these processes on customers.
Set Goals
Solution

Infopro Learning worked closely with this financial leader's internal teams to create an advanced digital onboarding program to equip new members of the TCS department with essential customer service skills.

  • Driving Learner Engagement
    The program was designed to maximize learner engagement with videos, scenario-based examples, and visual elements incorporated into each learning module.
  • Increasing Knowledge Retention
    The content was divided into small bite-sized segments to prevent information overload and help employees retain the information they learned.
  • Reinforcing Core Concepts
    Interactive elements were woven into each module, and downloadable learning materials were provided to reinforce core concepts.
Develop-skill
Results

The program successfully equipped new hires in the TCS department with the skills and confidence they needed to provide exceptional service to customers.

  • 60% completion rate:
    More than half of the participants in the program completed the entire program
  • 45% Boost in new hire confidence:
    Employees shared positive feedback including that they felt highly confident in their ability to assist customers after completing the onboarding program.
  • Increase in employee skill levels:
    Most learners scored 80% or higher on the skills assessments.
Improve-Performance

How We Helped

Global-Talent-Network

Learning Strategy

Infopro Learning used a blend of micro-learning and storytelling strategies to immerse new employees in the learning experience.

Flexible-Engagement-Model

Learning Content

Working alongside this finance leader's internal teams, Infopro Learning developed several highly visual learning modules with videos and infographics.

Concierge-Approach

Technology

The Infopro Learning team developed interactive elements that mimic real-life conversations employees have with clients to help reinforce core concepts.

Awards

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