True Financial Corp. held a grand opening Tuesday for its 100,000 square foot innovation and technology center in downtown Charlotte.
Operational and workforce plans for the 47-story center were a key element in Truist’s decision to move its headquarters to Charlotte as part of the $33.4 billion purchase of SunTrust Banks Inc. by BB&T Corp., which was finalized in December 2019.
The facility, located in the headquarters tower of the Truist Center, is expected to handle more than 6 million daily customer interactions.
The bank did not disclose how many employees will work at the center.
“ITC is designed to be a modular space that can move and change to accommodate the innovative work taking place in the travel rooms, client research lab and other innovation spaces,” said spokeswoman Shelley Miller.
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“We anticipate that a significant number of teammates working regularly in the space will primarily be product managers, engineers, and designers who will work with customers to co-create the dynamic services of tomorrow.”
In April 2020, Truist said it would initially occupy 550,000 square feet in the 965,000 square foot building. The goal at the time was to have about 2,000 Truist employees there.
Scott Case, Chief Information Officer of Truist, said the facility will provide “a unique space that brings together direct customer feedback with some of the best and brightest talent in the industry to create an innovative ecosystem that will propel Truist to the future”.
The mission is also to help Truist better connect with fintech and other big tech companies.
Customers will have access to what Truist calls a “Travel Room” to help them with technology-enabled personal, business and wealth management banking services.
There’s a research lab focused “on using virtual and augmented reality technology to create the future of banking.”
There is a dedicated team of 18 employees made up of engineers, designers and product specialists to help “call center agents get instant feedback directly from customers on their experiences”.
The facility will serve as the base for the Innovators in Residence program, a partnership that brings visionaries from tech giants and startups to collaborate and explore new and emerging technologies to help solve long-standing financial and community challenges.
Amazon Web Services, Verizon and Unqork are founding partners of the program.
“Innovators in Residence will harness the capabilities of some of the world’s most innovative companies to help customers and the entire financial services industry explore new opportunities for the future,” said Michael Pinto, vice president, director General of AWS America East.
“We are excited to bring AWS expertise to help accelerate innovation using new cloud technologies as founding support with Truist in this project.”
Sampath Sowmyanarayan, Chief Revenue Officer of Verizon Business, said Truist “is a like-minded partner willing to drive change.”
“The Innovators in Residence program and this ecosystem of partners will serve as a testing ground to deliver positive results for businesses, consumers and communities.”