Day One: July 23rd 2019 Reimagining The Purpose of Your Branch Network
Tuesday, July 23rd, 2019
oEstablishing a plan to make sure your customer is aware of what has changed.
oMaking all of their regular transactions run flawlessly so they don’t think your new systems/structure are a burden
oHaving a staff member in your lobby around to explain new processes to people and having remaining tellers explain to customers wanting to deposit checks or take out cash in line that its much easier to do these at an ATM and show them how
oJust generally making things more customer friendly: extending hours, including lots digital signage around the branch that explains new procedures and perhaps overstaffing at first with people around to help with this education
Day Two: July 24th 2019 Equipping Your Branches With Best in Class Staff and Optimal Tech
Wednesday, July 24th, 2019
•How do you define the universal teller role within your institution? What does it look like to you?
•What did you decide to move to this model? What drove this change?
•How do you tell your staff that you are moving to a Universal Teller role- what does that look like?
oWhen do you tell them?
oHow do you explain what this will mean for their career development?
•What are the best training strategies for the universal banker role?
oHave you tried - Mentorship? Rewards?
oDo you have the proper resources for this training?