Contact Center Servicing
Channel
Tier 2ActiveApproved — authoritative
Description
Voice and chat servicing across retail and small business: authentication, disputes, fraud reports, and assisted transactions (2.1M contacts/year).
External-harm rationale
Loss of the contact center compounds harm during any other disruption (it is the overflow channel); standalone impact is significant but bounded.
Ownership
Owning team
Contact Center
Accountable executive
Sofia Lindqvist — Head of Retail Banking
Created by
Priya Raman (1st Line)
Last assessed
2026 cycle
Deep-dive scope
Not in scope
Taxonomy mappings
Organization
Contact Center
Product
Checking Accounts
Process
Customer Support
Risk type
—