Case Study:
Training & Operational Documentation for SES Consumer Complaints System
​
This project involved designing a comprehensive onboarding and training program for a new complaint-handling module in the State Examination System (SES). My role included stakeholder coordination, training development, SOP writing, and building an internal knowledge base.
Context: The State Examination System (SES) developed by the Conference of State Bank Supervisors (CSBS) is a comprehensive platform designed to streamline financial services industry supervision. In 2020, CSBS introduced a consumer complaint module to SES, aiming to unify complaint processes across states, which previously used varied systems. This initiative promised greater consistency and efficiency in handling consumer complaints.
​
After viewing CSBS’ video tutorials, I recognized the need for further refinement of the new module. The Program Administrator and I engaged with CSBS to provide feedback during the final stages before its official launch. After launch, I conducted a needs assessment, designed training modules and SOP documentation for proper onboarding and handling of consumer complaints in the new State Examination System.
My Process
​
-
Discovery & Needs Assessment Reviewed
​
-
CSBS system documentation and video tutorials
-
Conducted gap analysis based on feedback from existing and outgoing staff
-
Shadowed the Program Administrator to capture operational knowledge
-
Interviewed team members and reviewed past complaints to understand cases
​
2. Design & Development
​
-
Defined performance goals and learning objectives for complaint-handling roles
-
Identified areas where existing tools or materials lacked clarity or coverage
-
Designed tiered training modules based on complexity of complaint levels (basic to escalated)
​
3. Delivery & Documentation
​
Created a suite of deliverables to ensure scalable and repeatable onboarding:
-
Operations Manual: SOPs, user guides, referral workflows, response templates
-
Training Modules: Role-based training (e.g., hotline, office staff, Program Administrator)
-
Scenario-Based Resources: Complaint handling examples and response libraries
-
Interactive Knowledge Base: Centralized resource hub for staff
-
Video Tutorials: Step-by-step complaint intake and resolution walkthroughs
-
Checklists & Troubleshooting Guides: Quick-reference job aids​​
​​
4. Maintenance & Iteration
​
-
Regularly updated materials based on system changes and staff feedback Proposed improvements to CSBS on usability of existing tools and onboarding resources
​
​​
Tools Used
​
-
Google Workspace & Notion (Docs, Sheets, Slides)
-
Canva (Process diagrams, flowcharts)
-
Loom (Training video recordings)
-
Snagit (Annotated screenshots)
-
SharePoint (Knowledge base hosting)
​
​
Outcome
​
The documentation and training program I created supported a seamless transition to the SES complaint module with minimal disruption. The materials reduced onboarding time, improved internal consistency, and equipped new staff with scenario based tools to manage complaints confidently and independently.
This case study demonstrates my ability to translate complex systems and policies into clear, actionable, and scalable training resources that support both operations and long-term employee enablement.
Key Deliverables​​
-
Interactive Knowledge Base (screenshots below)
-
​​​Troubleshooting Guides and Checklists: To expedite onboarding and streamline complaint process above internal staff.
-
Referral Sheets and Templates: To have items in one uniformed location, for easy access.
-
Scenario-Based Responses: For reference during complaint handling.
-
Video Tutorials: Step-by-step instructional performing various levels of complaint handling (basic, medium, high-level, and escalated). *Unable to display due to confidentiality restrictions
-
Screenshot of Training Guides
Screenshot of Training Video
Screenshots of Checklists & Templates
Screenshot of Hotline Flow Chart
Consumer Complaints Knowledge Base
Additionally, as part of my role overseeing the Consumer Complaints Program, I developed and managed an internal Knowledge Base (Hub) to support the onboarding, training, and continuous enablement of complaint analysts and hotline staff. This centralized system streamlined complaint handling procedures, supported compliance, and ensured consistency across teams.
​
The Knowledge Hub served as a one-stop resource for:
-
New hire onboarding
-
Complaint intake and processing guides
-
Regulatory decision-making support
-
Communication templates and contact lists
-
Tutorial videos and ongoing training modules
