Transforming Compliance Training for a
Credit Card Company
The Challenge
A leading credit card company approached TrainingPros with a significant challenge. Over the years, they had engaged various small vendors to develop a range of courses on compliance topics such as the Fair Credit Reporting Act (FCRA), Truth in Lending Act (TILA), and the Fair Debt Collection Practices Act. However, these courses lacked consistency in design and instructional approach. This disparity caused confusion among learners and made updates particularly challenging whenever legal regulations were revised. Furthermore, many courses were missing source files, making the required annual updates a cumbersome and costly endeavor.
The Solution
TrainingPros provided a comprehensive eLearning team that included a Project Manager, Instructional Designers, eLearning Developers, Narrators, Artists, and Quality Assurance Specialists. Together, they addressed the client’s challenges in the following ways:
- Standardized Course Design: Our team partnered with the Risk team to develop a comprehensive prototype that standardized the visual and instructional treatment for all courses. This ensured uniformity across the compliance training portfolio no matter which designer or developer worked on a course.
- Efficient Development and Management: TrainingPros assumed responsibility for the entire course development lifecycle. The Risk team only needed to supply subject matter experts (SMEs) and attend a single weekly meeting with the Project Manager, eliminating the burden of managing timelines, resources, schedules, and diverse vendor personalities.
- Test-Out Functionality: A test-out feature was added to the courses, allowing learners to bypass content they already mastered by demonstrating proficiency through an assessment.
- Future-Proofing with Maintenance Contracts: The courses were designed to simplify updates, and the client secured a long-term maintenance contract with TrainingPros. This allowed for seamless annual revisions and legal updates without reworking the entire course.
The Result
With the prototype and the scalable team, TrainingPros was able to update and develop 14 hours of eLearning in a short period of time with little burden on the client employees.
Many years later, TrainingPros continues to provide regular maintenance for these compliance courses, ensuring they remain accurate and effective. The benefits realized by the credit card company include:
- Simplified Updates: The maintenance contract ensures quick and efficient course updates whenever regulations like FCRA or TILA are revised, saving both time and money.
- Consistent Learning Experience: Standardized course design has enhanced learner retention and reduced confusion across the compliance training program.
- Significant Time Savings: The addition of test-out functionality allows learners to skip content they already know, saving the company thousands of work hours annually while maintaining compliance.
- Long-Term Partnership: The Risk team values the ongoing relationship with TrainingPros, which has become an integral part of their compliance training success.
By partnering with TrainingPros, the credit card company transformed its compliance training program into a streamlined, efficient, and effective solution that meets both legal and organizational needs.
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