COVID-19 has been unsparing in its impact around the globe. Beyond the health and wellness impacts experienced over the past year, the financial sector and capital markets have had to overcome significant challenges by adjusting operating models, use of technologies, and market activities.

Certain core functions of the financial services were at risk of being majorly disrupted by the pandemic, including those responding to cyber events for critical infrastructure, supporting transactions and services, and maintaining communications systems. Working with government at the local, state, federal, and global levels, select financial services representatives were designated as essential workers, while others transitioned to remote work, in order to continue these key operations.

Building on the initial lessons learned, financial institutions now must consider how the “new normal” will drive the future of the workplace and operations.

Join this SIFMA Webinar, co-hosted by Protiviti, on Thursday, April 8, from 11:00 a.m.-12:00 p.m. ET, to hear from a panel of industry representatives as they discuss how to build resilience and explore the potential opportunities focused on the customer service and dispute management and resolution process that may arise.

Topics will include:

• Modernizing technology infrastructure surrounding customer servicing and complaints management
• Overcoming challenges of an offshore or in office workforce handling servicing and moving them remote
• Managing customer disputes and inquiries
• Regulatory considerations surrounding servicing and complaints

Featured Speakers

Joe Petitto
Protiviti

Nirav Shah
Protiviti

Emad Shamim
Wells Fargo

Tom Wagner
SIFMA