The COVID-19 pandemic could be the most serious challenge to financial institutions in nearly a century. As the economic fallout spreads, retail banks find themselves juggling some big priorities - trying to manage revenue, customer expectations and growing loan pressure on consumers. Competition is fierce, and fintechs are nipping at their heels with virtual offerings.
During the lockdown, keeping an almost 100% remote workforce productive is critical.
For MATRIX and one of the nation’s largest financial institutions, it was business as usual. Remote interviewing, hiring, onboarding and customer care were all part of the working relationship, well before COVID-19 arrived on the scene.
This client maintains a very complex technology system: mortgage and home, community bank, enterprise operations, shared services, and the list goes on — each has their own technology and product groups. To keep them fully staffed:
MATRIX recruiters track and create lists of candidates with previous banking experience. Skills and experience are broken down very specifically, within the bank’s different lines of business and specific tool competencies.
MATRIX account executives begin the hiring process using video interviews to vet and prep candidates.
Coaching provides insights into size and culture of their prospective teams, and what technology skills are best to focus on during the interview, guidance on communication skills, etc.
Chosen candidates are introduced to client hiring managers using video calls.
Hiring and onboarding forms and documents are all completed and submitted online into the Workday HCM system.
The MATRIX virtual onboarding program overcomes “virtual disconnects” and ensures the client’s brand and culture shine, making new hires feel welcome and wanted.
Laptops are sent directly to worker homes ahead of the start date. VPN access ensures security.
Consultant care – typically done in person through lunches, coffees – now is conducted via Zoom
or Skype video conferencing.
COVID-19 safety or protocol updates (mask wearing, social distancing, etc.) are communicated via email and consultants are apprised of the latest information on the status of office operations.
Since the first lockdown, the process has been fine tuned. In fact, as remote work has become normalized, MATRIX consultant headcount at the institution has increased substantially, bucking the national unemployment trend, and positioning the client to thrive in this new normal.