Live Streamed ~ March 26, April 16, May 14, June 25, 2026 | 1:00 p.m. to 4:00 p.m. CT
As in-branch transactions decline and technology advances, frontline retail team members must deliver outstanding service in lean staffing models. Universal bankers need to be knowledgeable, client-focused, flexible, and proactive, serving both traditional and modern clients by shifting from order-taking to problem-solving, advising, and building loyal relationships.
This four-part certification program equips modern retail bankers with skills for exceptional service, problem-solving, quality referrals, risk management, and building profitable client relationships. It includes practical tools like job aids, examples, checklists, and real-world scenarios. Each 3-hour, interactive session is designed to provide a retail banker with the tools necessary to build long-lasting, loyal relationships with customers. Attendees who complete the program will receive a Certificate of Completion.
Audience: All retail banking team members in customer contact roles, including tellers, personal bankers, customer service representatives, call center team members, retail lenders, universal bankers, and their managers.
Series Benefits
• Serve Clients Proactively• Build a Professional Brand• Communicate for Impact and Results• Become the Source for the Exceptional Customer Experience• Move from Order Taker to Relationship Builder• Maximize the Customer On-Boarding Experience• Make Referrals Simple• Build Client Loyalty in the Digital Era• Expand Networking, Ambassadorship, and Business Development Skills• Identify and Prevent Fraud• Manage Difficult Customer Situations Effectively• Handle Transactions Efficiently and In Compliance• Do More with Less: Planning, Prioritization, and Productivity Strategies
Session 1: The Necessity of Universal Banking
Master the Evolving Landscape of Retail Banking
Drive Success with a Universal Banking Strategy• Ignite Team Buy-in with a Winning Culture• Tackle Challenges with Proactive Problem-Solving• Streamline Experiences for Stakeholder Satisfaction
Unlock Essential Skills to Excel as a Retail Banker
Your Banking Career Journey• Launch Your Path with Confidence• Plan Your Next Big Step• Build a Thriving, Long-Term Career in Banking
Session 2: The Branding Differentiator
Build Your Personal Brand• Craft a Powerful Personal Brand that Stands Out• Master Three Key Components of a Compelling Brand• Boost Your Brand’s Visibility and Recognition• Embracing Civility as the Foundation of Our Social Contract• Leverage Communication Styles to Drive Results
You are an Ambassador for the Bank• Elevate the Bank’s Brand Through Your Personal Presence• Communicate with Clarity and Purpose• Champion the Bank’s Values
Session 3: Value Added Banking
Maximize Customer Onboarding Opportunities• Forge Strong Connections with Every Customer• Deliver Tailored Solutions to Meet All Customer Needs
Master Time Management
Minimize Losses• Master Risk Management to Protect the Bank• Avoid Common Pitfalls• Spot and Prevent Fraud to Safeguard Customers
Session 4: Build Quality Relationships
WOW! Service
Simplify Referrals• Boost Referrals with Three Quick Steps• Uncover Customer Needs with Precision• Highlight Benefits that Resonate• Solve Something, Don’t Sell Something
Leverage Product Knowledge to Build Relationships
Understand the Impact of Generational Influences
FacilitatorJosh Collins has been creating content and facilitating courses as part of the Drexler Consulting team for the past two years. He has twelve years of direct banking experience serving in various leadership roles in retail banking, human resources, and talent development. Josh’s background includes developing and facilitating banking, customer service, and leadership and culture development training programs. Josh is a graduate of the University of Georgia and is SHRM-CP certified. Josh enjoys equipping and encouraging bankers to grow their personal skillsets, build strong teams, and create cultures that maximize results for themselves and the banks they serve.
Full Series Per PersonIBA Members $530Nonmembers $875