Universal Banker Certification

Hybrid Event  
Wednesday, August 09, 2023 - Thursday, August 10, 2023   iCalendar Central Standard Time

Hybrid Delivery Options (select your preference when registering)
August 9-10 – IBA Center for Banking Excellence, Springfield OR Live Streamed via Zoom

With reduced in-branch transactions, customer visits, and rapidly progressing technology, traditional retail banking functions are becoming obsolete. No longer can your front-line team say, “It’s not my job!”

While the front-line banking team is shifting to a multi-tasking, "universal" banker role, today’s bank customer base is shifting from the traditional, twice-a-week visit model to a quick response, electronic banking-based relationship model.

This two-day certification program focuses on the essentials for today’s Universal Banker in providing exceptional service, making referrals, and building profitable relationships. The program is packaged full of checklists, job aids, examples, and "real-world situations.

Audience All retail employees in customer contact positions


  • 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 On-Boarding 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…


  • 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 front-line team members.
  • A foundation builder for banking schools.
  • A commitment to successful, profitable, efficient, and effective retail banking
  • network.

Christie Drexler is the Senior Consultant and Facilitator for Performance Solutions, Inc., a bank training and consulting company that specializes in providing "real-world" solutions to the key challenges facing banks today in developing the team and building profitable relationships. Christie has over 26 years of experience in the financial industry for the community, regional and national banks. Her experience has been expansive to include successfully navigating both retail and commercial banking careers. Her past roles include Commercial Banker, Regional Sales Manager, Chief Retail Officer, Chief Credit Officer, and Market/Division President. Christie has an MBA from Georgia College and State University, and she is a John Maxwell Team Certified Trainer, Coach, and Speaker. Christie is a passionate facilitator and coach with a focus on developing leaders in banking.

Fee Per Person
M $505 / NM $875

Hybrid Event  

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