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.

This two-day certification program focuses on the essentials for today’s Universal Banker by providing exceptional service, making referrals, and building profitable relationships. The program is packaged with 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 onboarding 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…

What is the Process for Certification?
This is a comprehensive certification program that focuses on two key components:
1. Completion of the Universal Banker Certification Program
2. Completion of assessment before and after attending the Certification Program

The benefits of this certification process include:
• 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 frontline team members
• A foundation builder for banking schools
• A commitment to successful, profitable, efficient and effective retail banking network

PSI Instructor
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.

Christie Drexler has more than 26 years of experience in the financial industry for community, regional and national banks. Her experience is expansive 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.

Schedule for both days
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 each day in the area of Specialized Knowledge and MUST be sure to sign in and out on the CPE attendance tracking sheet in order to receive credit.