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 7/12/21 FBA Member: $355.00/person Non-Member: $710.00/person
Registration After 7/12/21 FBA Member: $405.00/per person Non-Member: $810.00/per person
Part 3 Highlights - Your Advisory Role Part three of this four part series presents opportunities for the bank and banker to engage in activities and skills to drive results across the bank for the foreseeable future.
Bank products - what bank products do you use?
Growing the branch - the bored board concept
Listening for opportunities - recognizing the sales cue or life cycle event and matching our bank’s products to help customers.
Referral form and procedures to get the customer to the right banker for help
The bank of the future – technology, artificial intelligence, and self service
Transitioning your bank to meet emerging trends
Team rewards - how does your team celebrate successes?
Social skills at events and during work time - how do you interact with clients in the lobby? How do you make a positive impression representing the bank while away form work?
Social and business communication/etiquette
Social media – what to share on Facebook, Twitter, etc. Does it represent you well?
Participant Key Skill transfers to Take Away -Learning how to recognize a sales cue and a buying signal -Learning how to leverage technology and social media as tools to help customers reach financial goals. Part 4 Highlights - Ambassadorship & Growth Part four of this four part series addresses critical skills necessary to make the banker more valuable in the bank and in the community at large.
Being an ambassador for your bank
- Consider People you talk to within the community who mention financial issues - Networking with customers - Referrals discussion - Networking with referral sources and centers of influence - Networking with prospects - Building your network across lines of business at the bank - Skills practice: scenarios on being an ambassador for the bank
Dress in public: better to overdress than under dress, and dress code standards at the bank
Doing it right the first time - proof reading for accuracy
Assessing strengths and weaknesses - yours and the bank's
Community bank case study - what can you improve back at the bank? What recommendations do you have to execute these improvements?
Participant Key skill Transfers to Take Away -Learning to leverage interactions away form the workplace to capture additional business. -Learning to best represent the bank away from work.
EVENT SCHEDULE8:30 - 9:00 AM: Registration
9:00 - 12:00 PM: Program
12:00 - 1:00 PM: Lunch
1:00 - 4:00 PM: Program
PROGRAM GOALSThe 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.
Value of this program
VALUE OF THIS PROGRAMParticipants 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.
Jennie Sobecki is Owner and CEO of Focused Results, LLC, a sales and marketing strategy, consulting, and training firm, concentrating in results-driven process consulting and training experience in community banks and FI's. An expert in designing and implementing sales efforts and processes, Ms. Sobecki designs solutions to drive top line growth through better utilization and training of existing sales forces, including sales management.
Ms. Sobecki is a graduate of Indiana University and has a certificate in consulting services from Ball State University. Prior to joining Focused Results, Ms. Sobecki was Director of Sales and Marketing for a $3 billion bank holding company, Sales Manager for a high performing mid-level bank, and Director of Corporate Training for a large Midwest insurance company. A charismatic speaker and consultant, Ms. Sobecki consults with numerous financial service organizations on revenue, sales, sales leadership, and organizational performance.