PERSPECTIVES FROM RMA'S MID-TIER COUNCIL: AN INTERVIEW WITH ATLANTIC UNION CHIEF RISK OFFICER DAVID BILKO

In this Q&A, Atlantic Union Banks Chief Risk Officer David Bilko talks about how his bank has used KRIs/KPIs to continue to meet the needs of its customers. [...]this caused our call volumes in our call centers to skyrocket because customers were not able to come into the branches and they neede...

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Bibliographic Details
Published inThe RMA Journal Vol. 103; no. 9; pp. 30 - 32
Format Journal Article Trade Publication Article
LanguageEnglish
Published Philadelphia The Risk Management Association 01.06.2021
Robert Morris Associates
Subjects
Call centers
Credit risk
Loan review
Pandemics
Risk assessment
Trends
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Summary:In this Q&A, Atlantic Union Banks Chief Risk Officer David Bilko talks about how his bank has used KRIs/KPIs to continue to meet the needs of its customers. [...]this caused our call volumes in our call centers to skyrocket because customers were not able to come into the branches and they needed us for service-related matters. [...]we built dashboards around call volumes and types of calls we were getting, and we used a lot of this information to further staff our call centers and direct calls within these call centers to various subject matter experts in those areas. Another human capital risk is the idea that companies can cast a wider net for talent due to the ability of so many people to work from home.
ISSN:1531-0558