Entries by Nicole Toussaint

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Wrapping Up Another Great Set of Roundtables

Last week concluded our autumn set of roundtables, where we had representation from 23 financial services firms. As always, the roundtables consisted of ample networking opportunities and engaging discussions. Some highlights from the meetings were: Our Fraud Control Roundtable did deep dives into application and social engineering fraud trends and mitigation techniques. Stephanie Fitzgerald opened […]

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Streamlining the Growing Complaints Problem

(London, UK) Financial services customer complaint volumes are set to increase amid the uncertain macroeconomic environment and customers’ growing awareness of potential complaint payouts. According to Auriemma Group’s latest Customer Service and Complaints Roundtable, approximately one-third of members have already reported increases in the last three months. This, coupled with customers’ growing desire to complain […]

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Announcing our Autumn 2023 Roundtable Schedule

Our autumn set of roundtable meetings are taking shape, and we would welcome you and your team to join us as our guest. The dates for the upcoming meetings are: Fraud Control Roundtable – 2nd and 3rd November – Manchester Customer Service and Complaints Roundtable – 15th and 16th November – Birmingham Collections and Recoveries […]

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Dr. Stephanie Fitzgerald Visits UK Roundtables to Discuss Burnout

On the 7th of July we had the pleasure of having Dr. Stephanie Fitzgerald join us at the Collections and Recoveries Roundtable meeting in London to discuss best practices for preventing and managing burnout. Since the pandemic, burnout has become particularly challenging for Collections front-line agents given the challenging conversations they have whilst working from […]

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3 Ways Banks Are Implementing Hybrid Working Models

(London, UK) Widespread work-from-home started as an adaptation to COVID-19 but is here to stay. In Auriemma Group’s recent roundtable meetings financial institutions discussed long-term working models, all of which include some element of working from home. Their next challenge is developing a hybrid engagement model for their hybrid workforce. Some have already taken then leap, and […]

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Declining Mental Health Takes Toll on Financial Services Operations

(London, UK) Absence and attrition rates are on the rise for front-line agents working in financial services. Mental health concerns are a primary driver, forcing financial service providers to address a once-taboo workplace subject. According to members of Auriemma Group’s Customer Service and Complaints Roundtable, mental health is frequently the cause for taking time off or […]

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