Challenge

A national wealth management and financial planning firm serving military families sought to scale their banking contact center capacity before deploying the Jack Henry Banno platform to their client base. Forecasting nearly three times the normal ticket volume, the client took a proactive approach to prepare for the surge as high attrition from traditional contractor methods created persistent coverage gaps in their contact center. Hiring internally at the scale necessary for success was not a practical fit for the short-term need. The client needed a partner that could act as a true extension of their team, one capable of delivering stability and growth for this high-value project without damaging QA and CSAT.

SOLUTION

Provalus stood up a 100% U.S.-based dedicated client frontline support team specifically tasked with handling increased ticket flow with the launch of their new platform. With proven early success, solution offerings expanded into brokerage operations and financial planning support by deploying FINRA-eligible, fingerprinted, U.S.-based specialists for regulated back- and middle-office work to include:

• MoneyGuidePro® Technical Product Support
• ACH account transfers
• Tax correspondence handling
• 17a-3 record-keeping
  

The Provalus Advantage

*In all cases, Provalus met or exceeded client SLAs

IMPACT

Provalus quickly closed the coverage gaps that had plagued the client’s contractor model, delivering the stability needed to scale without eroding QA or CSAT scores. We closed 300+ backlogged ACH cases and scaled from project-based support to long-term support covering multiple queues and 30+ topics across banking and wealth management operations. Now their primary outsourcing partner, Provalus functions as an extension of the client’s team, handling complex processes and work that previously had to remain onshore. The client is now able to focus on future initiatives, knowing they have a trusted partner who will not compromise their high-quality standards.