Team 1 · Consumer Banking

Consumer Banking Pack

"The Invisible Advisor Problem"

🏦About Aurora Nexus Global

Aurora Nexus Global is a mid-sized financial services group operating across Malaysia and the APAC region, offering retail banking, SME lending, corporate banking, and Islamic financial services. The Consumer Banking division serves retail customers through personal loans, home financing, credit cards, fixed deposits, and wealth advisory across over 80 branches and the ANG Mobile platform. Branch advisors are central to Project Nexus 2027, but they are caught in a cycle that is draining their capacity for real advisory work.

⚠️Business Pain Point

Aurora Nexus Global's branch advisors are spending the majority of their working day answering product queries that could be resolved without human intervention: home loan rates, credit card limits, document checklists, account balance queries. The irony is that these advisors were recruited for relationship banking and wealth advisory, not as walking FAQ machines.

What's compounding the problem is the absence of a consistent, trusted self-service channel. The ANG Mobile app lacks contextual guidance for common questions. The website FAQs were last updated eight months ago and contain outdated rate information. Customers who cannot self-serve call the branch, and advisors pick up, every time.

Customer satisfaction scores have been sliding, particularly among millennial customers who expect instant, digital-first answers. Meanwhile, advisors who are frustrated by the mismatch between their capabilities and their daily tasks are raising concerns in performance reviews. Two of the division's highest-rated advisors in the Klang Valley region resigned in Q1, both citing "not doing real advisory work" as their primary reason.

📊Branch Advisor Interaction Log: April 2025

Interaction ID	Advisor	Branch	Query Type	Channel	Time Spent (mins)	Resolved?	Self-Serve Possible?
INT-001	Ahmad Z.	PJ Uptown	Home loan rate inquiry	Walk-in	14	Yes	Yes
INT-002	Priya N.	City Centre	Credit card limit increase	Call	9	Yes	Yes
INT-003	Lim W.H.	Penang	Personal loan eligibility	Walk-in	22	Yes	Yes
INT-004	Ahmad Z.	PJ Uptown	FD interest rate	Walk-in	8	Yes	Yes
INT-005	Siti R.	Johor Bahru	Home loan documents needed	Call	17	Yes	Yes
INT-006	Priya N.	City Centre	Wealth advisory consultation	Walk-in	45	Yes	No
INT-007	Lim W.H.	Penang	Account balance query	Walk-in	6	Yes	Yes
INT-008	Faiz A.	Subang	Loan approval timeline	Call	11	Yes	Yes
INT-009	Siti R.	Johor Bahru	Credit card dispute process	Walk-in	19	Yes	Partial
INT-010	Faiz A.	Subang	Investment product inquiry	Walk-in	38	Yes	No
INT-011	Ahmad Z.	PJ Uptown	Missed payment policy	Call	13	Yes	Yes
INT-012	Priya N.	City Centre	Home loan rate inquiry	Walk-in	15	Yes	Yes

📧Email Thread

From: Nurul Hana Razali, Branch Manager, PJ Uptown, Aurora Nexus Global
To: Head of Consumer Banking
Subject: Advisor Capacity: We Are Losing the Wrong Battles

Ahmad and the team are doing their best, but I'm watching talented people spend the majority of their day answering the same ten questions. This week alone, Ahmad handled 34 walk-in queries; 28 of them were things customers could have found on the app or website if the information was clearer and easier to reach.

We had three customers waiting for genuine wealth advisory conversations while Ahmad was explaining FD rates to someone who could have checked online. Two of those waiting customers left without being served. I've raised this before. We need a smarter front door, something that handles the routine so our people can focus on what they were hired for.

💬Chat Extract: Branch Managers Channel

Nurul Hana 10:14

Same story this week. Most queries are things the app should handle.

Kevin T. (Subang) 10:17

Faiz told me he's considering leaving. Said he feels like a call centre agent.

Priya 10:21

The website FAQ hasn't been updated since last year. Customers get wrong info, then come to us anyway.

Kevin T. (Subang) 10:24

Our advisors are burning out on questions that shouldn't reach them.

🎯Your Tasks

Identify which query types are consuming the most advisor time, and assess whether Aurora Nexus Global's current self-service channels are genuinely fit for purpose based on the data and conversations provided.

Design an ideal "smart front door" experience for ANG customers, one that handles routine queries intelligently and connects complex needs to the right advisor at the right time.

Recommend what Aurora Nexus Global needs to change to close the gap between what customers need in the moment and what existing channels currently offer.

📝Your Working File

Your working folder contains 2 files for your team:

📊 BLANK – Promptathon Team Pack: your main working file. Use this to document your prompts, Copilot outputs, and key insights throughout the challenge. You will present from this at the end.
⚖️ Peer Judging Sheet: used during the presentation segment. You will score the other teams while they present their work.

🔗 Open Your Working Folder

Opens in OneDrive. Use Incognito / InPrivate mode.

🕵️

Important: Open the working file in an Incognito (Chrome) or InPrivate (Edge) window. This ensures you are working from the correct shared folder and your work is saved properly.

⚡🔒⚡

Power Ups: Locked

Power Ups are your next step — take what you built today and think about how to bring it back to your real work at Alliance Bank.
Complete your challenge tasks first, then unlock them here.

⚡ Power Up: Adopt It

You have used Copilot to solve a scenario. Now bring it back to your real work at Alliance Bank.

1 Pick Your Use Case · 5 min

In Tasks 1 and 2, you found that a significant share of advisor time is consumed by queries customers could resolve themselves if the right information were surfaced at the right moment. You also designed a smart front door that routes customers before a human needs to get involved. The same pattern exists in Alliance Bank's Consumer Banking channels today.

Use cases from consumer banking teams at banks like yours. React to these: swap, add, or keep.

Analyse a sample of 50 recent branch or contact centre queries and classify which could have been self-served, and what was missing that caused customers to escalate instead
Draft FAQ content for the Alliance Bank app or website based on the top 10 queries your team handles every week, formatted for each channel
Write a customer-facing communication explaining a product or fee change in plain language, adapted for SMS, email, and in-app notification simultaneously
Summarise monthly customer feedback across all channels and identify the top three recurring pain points before they spike into complaints
Generate a triage script for front-line staff to use when a query arrives, routing it to the correct channel or resource in under 60 seconds

As a team, pick your top 3, then paste this into Copilot:

"We work in consumer banking at a bank. Here are 3 Copilot use cases we identified: [list them]. Score each on: time saved per week, how often we'd use it, and ease of implementation. Rank them and explain your top pick."

2 Build the Prompt · 5 min

Your winning use case needs a great prompt. Paste this into Copilot:

"For this use case: [describe your winning use case]. What data or input would we need? Write the best Copilot prompt to make this work. Then show a sample output."

Test it. Refine it. Make it yours.

3 Pitch It · 5 min

Draft your adoption pitch:

"Draft a short adoption pitch for our consumer banking manager: what the use case is, what problem it solves, what data or content we'd give Copilot, and what the first step is to roll it out to the team."

This is not your team pack.

Team Pack Locked