Isabella Massimi, BMO Financial Group

Isabella Massimi “led a team to create, develop and implement a pilot escalation resolution process to encourage more efficient resolution of suspected financial abuse of vulnerable customers, including elderly customers – and including romance scams.” The goals were to: “(a) establish an engagement model – a process for how front-line staff, escalation teams, legal, privacy, compliance and other groups could work together; and (b) socialize, train and roll-out the model – train front-line staff and others on what they should do and how to use the engagement model if they suspect a vulnerable customer may be suffering from financial abuse.” “With the help of others, Massimi led the team and developed a step-by-step practical engagement model that engages Bank teams with the right expertise, at the right time."
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