Personal Banker Skills
Monday, April 29, 2019 9:00am – 4:00pm
Holiday Inn at The American Center/ 5109 W. Terrace Dr. / Madison, WI 53718
$350: includes materials, refreshments and lunch. Space is limited so register early!
The role of the Personal Banker has been enhanced with the advancement of technology, but the customer emphasis has changed to relationship from transactions. Personal Bankers used to enjoy a steady stream of customers at our branches. Now, most of us have peak periods when customers crowd our lobbies, but there are very real lulls during the business day that we need to fill with meaningful activity.
The level of professionalism and commitment for us as Personal Bankers has never been as high as is required in today’s banking environment. We’re ready for the challenge, and this lesson highlights the journey of our continued skills development as we serve our customers and grow the bank.
- The Changes in Branch Banking
- Vision Review
- The Benefits Customers Seek from Us
- Getting the Customer to Talk
- Gathering Information Versus Taking Orders
- Building Relationships
- Branch Traffic
- Listening for an Opportunity to Serve
- Matching Products to Customer Needs
- E Banking Benefits & Challenges
- Referral Form Overview
- Referral Procedures to Capture Opportunities
- Financial Profile
- Making Service Phone Calls
- My Action Plan for Performance Improvement
Who Should Attend?
Personal Bankers, Universal Bankers, Customer Service Representatives, Branch Managers, Assistant Branch Managers, training staff, and others who manage or work the front line.
About Jennie Sobecki
Co-owner of Focused Results, a company 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.