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Event Date Thu Apr 16 EDT - Fri Apr 17 EDT (almost 2 years ago)
Location online
Region Americas

We are pleased to announce the Universal Banker Certification Program. With reduced in-branch transactions and customer visits and increase in technology, less traditional teller functions are needed. No longer can a frontline team member say: “It’s not my job!” Today’s frontline team is shifting from traditional positions (tellers, new account representatives, financial service representatives, etc.) to a multi-tasking, “universal’ banker. Today’s customer base is shifting from the traditional, visit the bank twice a week to quick response, electronic banking relationship with the bank.

This two-day certification program focuses on the essentials for today’s universal banker in providing exceptional service, making referrals, and building profitable relationships from millennials to baby boomers. The Certification Program is packaged full of checklists, job aids, case studies, examples, and "real world" situations. Attendees will receive a Certification of Completion.

Target Audience:
All retail bank employees in customer contact positions.

• Understanding the Changing Role of Retail Banking
• Defining and Developing the Universal Banker
What are core competencies
Professionalism for Today’s Bankers
Etiquette and Netiquette Tips and Tools
o Networking and Representing the Bank
• 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
• Meeting the Needs of Today’s Customers
• Consumer Lending Basics
• Meeting the Needs of Today's Different Generations of Customers


2020 Speaker

Trina McCoy
Senior Consultant and Facilitator, Performance Solutions, Inc.