Universal Banker

With reduced in-branch transactions and customer visits and rapidly progressing technology, traditional retail banking functions are becoming obsolete. No longer can a front-line team member say: “It’s not my job!” The front-line banking team is shifting from traditional positions (tellers, new account representatives, financial service representatives, etc.) to a multi-tasking, “universal” banker role. Today’s bank customer base is shifting from the traditional, visit the bank twice a week model to a quick response, electronic banking-based relationship model.

The Universal Banker Certification Program focuses on the essentials for today’s Universal Banker in providing exceptional service, making referrals, and building profitable relationships. The program is packaged full of checklists, job aids, examples, and real-world situations. Attendees will receive a Certificate of Completion.

Key Objectives
• Understanding the changing role of retail banking
• Defining and developing the universal banker
• Professionalism for today’s bankers
• Speaking the customer language—communicating for results
• Becoming the one source for the exceptional customer experience
• Moving from order taker to relationship banker
• Maximizing the customer on-boarding process
• Making referrals as simple as A-B-C
• Building customer loyalty
• Networking and ambassadorship
• Meeting the specific generational needs of today’s customers
• Effectively managing difficult customer situations
• Handling transactions efficiently and in compliance
• Managing time, planning ahead, and setting priorities
• And more!

Benefits of Certification
• An investment in developing best practices for your bank’s retail network
• An educational resource for training and career development and retention
• Recognition and opportunities for front-line team members
• A foundation builder for banking schools
• A commitment to successful, profitable, efficient and effective retail banking network

Who Should Attend
This two-day program is helpful to all retail bank employees in a customer contact position.

Delivery Method and Program Level/Content
This overview program will explore the universal banker concept in detail. Each participant will receive reference materials with vital information that they can continue to use. The instructor will take time to discuss and answer participants’ questions and will provide important information concerning the day’s topics.
Delivery Method: Group live
Prerequisites: No prerequisites required
Program Knowledge Level: Basic

Presenter
Christie Drexler of Performance Solutions, Inc., has more than 25 years of experience in the financial industry for community, regional and national banks. Her experience has been expansive to include beginning as a management associate, successfully navigating both retail, real estate, operations, treasury services, commercial banking careers and serving as chief retail officer, market and division president.
Performance Solutions, Inc. (PSI), is a training and consulting company that has been a part of the banking community for more than 35 years. PSI specializes in providing solutions to the key challenges facing banks today in attracting and building relationships with their customers.

Session Schedule for Each Day
8:30 a.m. Registration
9:00 a.m. Program begins
Noon Lunch
1:00 p.m. Program resumes
4:00 p.m. Adjourn

Continuing Education Credit
Attendees qualify for 6.5 hours of Continuing Professional Education (CPE) credit in the area of Specialized Knowledge for each session.