Increasing Customer Support During a Banking Acquisition

Finding, Interviewing, and Delivering Customer Service Professionals

  • Client

    Large Banking Company

  • Services

    Financial Services

  • Areas of Expertise

    Strategic Staffing

  • Industry

    Banking

Our Challenge

Finding Qualified Customer Service Professionals

In March 2019, a large Banking client reached out to Vaco to solve a critical issue. They had recently acquired a smaller bank and were transferring their legacy clients into the new bank portal. This would require urgently staffing 25 professionals in their Customer Support Call Center to guide their account holders through this transition.

Our Solution

Delivering Customer Service Professionals Through a Personal Approach

Vaco utilized a Managed Service approach and quickly engaged the appropriate resources, established a project charter, and guided the bank through the process. With Vaco’s project management leadership, the bank was able to focus on their integration and allowed us to manage the interim steps, updating them weekly on appropriate project milestones, successes, best practices, and next steps.

The focus of Vaco’s search was to find high-energy professionals with previous customer service experience in a financial institution or bank. Together, the client and our team defined key metrics when evaluating candidates. Over 250 candidates were screened and evaluated and, after Vaco’s vetting process, our Staffing team of two qualified their top 43 candidates to interview with the bank for validation of skill and culture fit. The interview day was hosted by Vaco, and included breakfast, lunch, and an organized space for a round-robin interview with the client’s managers.

Spoiler alert…all 25 positions were filled!

As retention was a concern for the client, we instituted a retention program – offering consultants an extra $100 a week for perfect attendance. Today, Vaco’s Strategic Staffing team continues to effectively serve this partner and other regional companies with similar, urgent needs.

 Results

  • 100% of positions were filled.
  • All major milestones and deadlines were met.
  • Increased attendance by instituting retention program.
  • The newly merged client remains a cornerstone partner with Vaco.