Real Stories From The Frontline of Covid-19 This week’s story is about Karen who is a commercial loan officer for a large regional bank on the west coast. Background Karen’s CRM has been configured (by Performance Insights) for portfolio management with automated ‘to-do-lists’ and ‘key account plans . Karen receives real-time notifications for past-due payments, up-dated risk ratings, loan reviews, and covenant testing in Her modified CRM system. These notifications come from loan administration via her CRM and are prioritized in a ‘to-do-list’. The ‘to-do-list’ is updated daily and prioritized based on credit administration business rules. The automated system is designed to keep everyone working from home on the same page with prioritized alerts, notifications, and key account plans. Today, Karen has switched her attention and focus from new account acquisition to portfolio management. She has no face-to-face meetings with loan administration or with her customers.
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