Part 1 & 2 of a 4 Part Series
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February 10, 2022 - Part 1 - The Florida Hotel, Orlando
February 11, 2022 - Part 2 - The Florida Hotel, Orlando

Speaker: Jennie Sobecki, Co-Owner, Focused Results, LLC

Click here to watch a video describing this program.
The four parts of this program do not need to be taken in sequence. Start the Program with any session.

With constant change facing community banks, transactions falling and overall visits declining, we must find ways to engage our customers, new customers and the community. We must find ways to deliver better customer service in a more efficient manner. This Universal Banker Certification Program is a four-part, comprehensive program for community bankers that focuses on creating a customer friendly environment on a budget. This program will focus on how we deliver the ultimate customer experience, streamlining work processes to engage employees and customers alike, resulting in the optimal bank of the future. The program includes group discussion and problem solving, fresh ideas through presentation and a case-study.

Who Should Attend? This program is appropriate for bankers from any department within the bank. These bankers may be new hires, beginning bankers or bankers with years of experience. They are the emerging bankers who want to become qualified to move laterally or forward in the organization.

Registration Prior to 1/10/22
​FBA Member: $355/person
FBA Member Video: $355/person
Non-Member: $710/person
Non-Member Video: $710/person

Registration After 1/10/22
FBA Member: $405/person
FBA Member Video: $405/person
Non-Member: $810/person
Non-Member Video: $810/person

register for part 1

register for part 2

Download Brochure - Part 1

Download Brochure - Part 2

Information for Parts 3 & 4

Topics Covered

Part 1 Highlights - Culture Shifting in Community Banks 
Part one of this four part series will focus on the shift from order-taking to an engaged, advisory culture and the team issues faced when changing cultures.

• Why community banks fail to compete
• How technology is revolutionizing our business
• Winning qualities of an effective universal banker
• Creating the advisory environment across the bank
• Growing the community bank appropriately
• Branch staffing model - layers are collapsing
• Challenges in changing culture
• Analyzing staff performance across the bank
• Critical thinking – seeing the big picture of company growth goals
• War Games - plan to protect your bank’s market share from the competition.
• The why’s – learn the why I am doing something and the interworking of the job using the 80/20 rule.

​​Participants Key Skill Transfers to Take Away
- Maximizing performance in the branch, especially when it’s not busy.
- Maximizing the Universal banker’s own performance as an individual contributor on the branch team.

Part 2 Highlights - Wowing the Customer
Part two of this four part series addresses the needs, wants and expectations of the new, digital and younger customers and employees. 

• Expectations from top customers, whether they visit the branch or not
• Growing the client relationship - Onboarding and All-Aboarding
• Dream building insights - dreams you are finding through client encounters
• Establishing baseline service standards - hear the dream, pick the product
• Creating the ultimate UX (user/customer experience) - Being a brand advocate
• Great cross selling - asking great questions to get the customer talking to discover dreams
• Data vs. data driven decision-making - you know the bank’s products and how they help your customers. Discover ways to convert more relationships into business.
• Streamlining your work processes - red carpet exercise
• iGen and millennial customers – trouble and opportunity ahead, must be able to manage relationships up and down with co-workers, and with customer relationships
• Develop leadership skills and wow your employer – they will take notice
• Team work and flexibility go both ways – employee and employer – there is no departmental – only one employee
  

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Participant Key Skill Transfers to Take Away
- Learning how to ask great customer questions
- Working with Customers to identify goals and dreams
- Selling appropriate products to actualize dreams and goals

Schedule

8:30 - 9:00 AM: Registration
9:00 - 12:00 PM: Program
12:00 - 1:00 PM: Lunch
1:00 - 4:00 PM: Program

Program Goals

The goal of the Universal Banker Certification Program is to provide bankers with:

• An understanding of the challenges in community banking
• An opportunity to learn and about the best user/customer experience
• The ability to plan for the impact of technology, artificial intelligence, and self-service on the community bank and banker
• The skills to be an ambassador for the bank while building your personal network.

Program Certification

Participants who attend all four sessions will be awarded a certificate of completion from the Florida Bankers Association. This certificate recognizes an employee’s commitment to improving their knowledge and provides additional rewards including:

• A more educated staff means your bank improves its ability to compete in the marketplace.
  
• Customers and staff appreciate informed leadership, and notice the difference.
  
• Certification permits employees to take greater responsibility for their own training and education, to develop their own careers, which may lead to future advancement opportunities