Q1 2026 has started on a strong and focused note, with Client Care continuing to deliver consistent performance across compliance, service quality and operational support. The quarter reflects steady progress, improved alignment across regions and a solid platform for the months ahead.
Q1 Highlights
- Audit & Compliance excellence
Review and client liaison audits (January–March) delivered excellent results, reflecting improved consistency, stronger engagement practices and alignment with regulatory standards.
- FICA project progress
The FICA cleanup and risk rating project remains a key priority, with meaningful progress made. This initiative continues to strengthen client data integrity and supports broader regulatory readiness, including COFI.
- Licensing & strategic progress
Good progress has been made in expanding the Silverthorn license to include additional product categories. This supports future growth and enhances our overall client offering.
- Client experience
Service levels remain strong:
- Efficient query and complaint resolution
- Low levels of client care failures
- Positive feedback from both clients and branches
- Team Impact
Client Care continues to support the broader business through:
- Contract drafting and onboarding support
- Regional visits, training and engagement
- Input into process improvements and business initiatives
Looking ahead – Q2 2026
Focus areas for the next quarter include:
- Completion of the FICA project (target: mid-year)
- Continued COFI readiness and regulatory alignment
- Ongoing training (FICA & TCF) across regions
- Maintaining high service standards and low complaint volumes
In closing
Client Care enters Q2 with strong momentum. Consistent delivery, solid compliance outcomes and ongoing strategic progress position the team well for another impactful quarter.
