operational changes to processes and procedures that
Zions Bancorporation recently completed
the second phase of an ambitious three-
phase plan to consolidate consumer loans,
commercial loans, and deposits onto a single
core banking solution — TCS BaNCS.
had been in place for multiple decades.
“With the conversion, we’ve brought all of our
teams onto the same system and the same processes.”
says Kristiane Koontz, EVP and Director of Banking
Transformation at Zions Bancorporation.
The first phase went live in May 2017, covering
The new solution has already improved the customer
consumer loans.
experience. “Instead of waiting for overnight batch
The second phase was completed in February 2019
processes, our users now have real-time processing
for commercial and consumer construction loans.
and real-time results,” says Koontz. “For example, if an
Typically, large multistate banks in the U.S. use
employee needs to reverse a loan payment or waive a
separate product-specific systems for each individual
fee, we can do that instantaneously on TCS BaNCS.”
bank brand. Previously, Zions followed that business
“Customers are excited about having
questions answered faster and simple
requests done more quickly, and it’s having
a positive effect on customer service and
customer satisfaction,” says Koontz.
model with its seven legal bank charters, six affiliate
banks, and five core banking systems, a situation that
led to a high degree of customization and complexity
that was becoming increasingly difficult to support.
By moving to a single solution for consumer loans
and commercial loans across multiple affiliates
Employees also find the new system much easier
under a single bank charter, Zions Bancorporation to use. “The user interface is so much more intuitive,”
has standardized processes and procedures, says Koontz. “Now, because it’s so easy to use, our
leading to higher levels of back-office efficiency. branch employees are able to provide instant answers
The transformation acted as a catalyst for making for a large number of inquiries on our loan portfolio.
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