Shifting perceptions from sidekick to hero
The “Warm Welcome” onboarding package prepares and empowers new employees joining an important client-facing role.
CHALLENGE
Bank of America’s Commercial Sales Specialists (CSSs)
play a vital role on the client team, but they lacked
clarity, structure, and recognition—impacting the overall
experience that the bank delivered for business
clients.
SOLUTION
An engaging onboarding package that gives CSSs the tools
they need to thrive—wrapped in inviting design and
friendly language—to clearly define their job, showcase
their value, and shift perceptions of the CSS from a
sidekick to the hero of the sales team.
RESULTS
Having recently launched, the program is already seeing
success in lifting CSS’ attitudes, improving role clarity,
and strengthening employee brand. The CSS “Warm Welcome”
package will serve as a blueprint for developing onboarding
resources for other key roles at Bank of America.
