Hybrid | IBA Center for Banking Excellence, Springfield OR Live Streamed Via Zoom
Why should a bank consider and implement universal retail banking? Go stand in any retail branch lobby, count the customers, and you will find the answer. Today’s retail branch is a valuable delivery channel and customer touch point that is rapidly declining. Customer expectations and increased technology are impacting retail banking. The strategy for retail brick and mortar banking must be revisited. Explore the answers to these questions (and more) during this interactive training session.
- How will a financial institution make the limited customer visits a memorable experience that is productive and profitable for both the customer and the bank?
- What does a universal branch look like?
- Does it require a complete redesign of the traditional branch?
- How can your bank adopt the universal banking model?
The P’s to Transforming the Retail Branch
Philosophy
• Understanding the changing role of retail banking
• Drivers to transformation and implementation of the retail branch
Preparation
• Ensuring Management’s Commitment
• Developing a culture of personal banking
• Preparing the customer experience
Process
• Implementation strategies and process
• Checklist to implementation of the universal experience
• Streamlining operations
• Marketing and merchandise
People
• Preparing and onboarding internal team members for universal banking
• Interviewing for today’s cross-trained, universal banker
• Training and developing the consultative universal banker
Premises
• Selecting the appropriate technology
• Redesigning the retail branch considerations
Performance
• Defining universal banking performance metrics
• Selecting rewards and recognition
• Ensuring sustainability
Audience
This program is designed for those responsible for implementing, leading, and delivering retail banking strategies. Those who would benefit from the program include – bank presidents, senior retail leaders, retail operations managers and administrators, training & development managers and coordinators, universal bankers, and retail managers interested in learning about the benefits and value of universal banking.
Facilitator
Christie Drexler has over 26 years of experience in the financial industry, serving community and regional banks. Her experience has been expansive to include successfully navigating retail, operations, treasury services, and commercial banking careers. She has served as Chief Retail Officer, Chief Credit Officer, and Market/Division President. Christie is a passionate facilitator and coach with a focus on developing competent, caring, and impactful leaders in all roles of banking.
Fee Per Person
Member $265
Nonmember $445