How United Bank Transformed Branch Operations Cutting Account Opening Time by 75% and Errors in Half
Improving time to value for new hires while
reducing operational burden across 17 branches.
- 100% of branch accounts opened in SNAP
- 50% fewer operational errors
- 90% faster training to mastery
Manual processes and legacy systems were slowing United Bank's branches.
Bankers relied on checklists and tribal knowledge to navigate compliance—creating inconsistent experiences and frequent errors. With turnover rising and the time it takes for new bankers to reach proficiency, United Bank needed a platform that embedded bank-specific policies into an intuitive workflow that built speed, confidence, and consistency. The central goal was to improve the banker's experience as well as the overall customer experience.
The Solution:
SNAP (Simple New Account Platform) helped United Bank modernize its branch operations—simplifying complex processes and giving bankers a more intuitive, consistent way to serve customers.
Key Benefits
- Policy-driven workflows hardwired to United Bank's CIP, BSA, and bank-specific policies
- Seamless integration with Jack Henry SilverLake and ChexSystems
- Remote eSign and automatic document archiving
- Intuitive design for both new and experienced bankers
Measured Results
Within Six Months of SNAP Rollout
| Metric | Before SNAP | After SNAP | Change |
|---|---|---|---|
| Business Account Opening | 45-60 min | 15-20 min | ↓
~65%
|
| Operational Errors | Baseline | ↓ ~50% | ↓
50%
|
| CIP / Compliance Errors | Frequent | Nearly Zero | ↓
85%
|
| Platform Training | ~Days | 4 Hours | ↓
95%
|
Manual Processes Holding Back Growth
"We recognized that one of our biggest opportunities was reducing the time it takes for employees to reach job mastery."
— Lori Tucker, Chief Experience OfficerThe Impact:
SNAP transformed United Bank's culture from process-driven to customer-focused.
"Prior to the implementation of SNAP, the process of opening business accounts was often cumbersome and time-consuming due to its complexity. SNAP streamlines this experience by guiding bankers through each step intuitively, facilitating necessary due diligence discussion along the way."
— Lisa Carter, Retail Banking Manager / VPResults Within Six Months
United Bank was fully operational – Achieving:
"When a recurring error appeared, we worked with our SNAP reps to update the workflow and eliminate it. That responsiveness gave us confidence early on that SNAP would adapt as we did."
— Emily Richardson, Retail Division Specialist