In times during which the financial sector is transitioning to remote and automated processes, the assurance of high-quality client communication channels plays an extremely important role.

This transition requires call centre staff to become remote assistants responsible for supporting clients with a wide range of requests. During the transition period and full-fledged roll-out of new remote services, clients are very likely to encounter an array of issues related to the use of a new app or platform or have questions regarding new services or document requirements. In such cases, the task of financial institutions (FIs) is to help customers adapt to a changing environment.

The changing climate represents a rapidly growing risk and opportunity for financial institutions globally. To be prepared, financial institutions must start planning a response to climate change today to mitigate future adverse scenarios and to avoid being left behind.

It is generally accepted that acquiring new customers takes a lot of time and effort. Also, many would agree that acquiring new customers is much more expensive than retaining existing ones.

When a business is new to a market, focusing on acquiring new customers would be a natural choice. But as the business grows and gains a foothold in the market, it becomes increasingly difficult to acquire new customers, while retaining existing customers becomes less resource intensive by comparison. The focus shifts to retention.

This series of video lessons gives the fundamentals of portfolio risk analysis, a key branch of credit risk management in financial institutions. The series will cover the essentials that everyone who is interested in understanding how to manage the credit risk portfolio in a bank or MFI.