Retail branch banking has undergone a dramatic transformation in recent years. Branch traffic is down and electronic transactions are up. Complex technologies are becoming the norm in the workplace and regulatory requirements are changing.

Frontline employees need to meet the challenges presented by these changes and continue to provide the exceptional service customers have come to expect from their local branches. The Universal Banker role has emerged as a solution to these seismic shifts in retail branch banking. This comprehensive certificate program arms current and prospective frontline staff with the tools and skills they need to be Universal Bankers.

 Learning Objectives:

• Develop the skills required to meet the needs of all bank customers
• Ensure all customer encounters and follow through meet regulatory standards
• Use teamwork to meet customer needs
• Understand contemporary issues in bank frontline customer service

Course Outline:

• Becoming a Universal Banker
• Developing Strong Customer Relationships
• Introduction to Consumer Lending
• Deposits 101
• High Performance Teams
• Meeting Customer Needs With Teamwork
• Ethics for Bankers
• Fair Lending (FHA, CRA, Reg. B, HMDA)
• We Have What They Need
• Presentations That Work
• Exceeding Customer Expectations
• Credit Cards and Debit Cards
• New Accounts: Regulatory Requirements
• New Accounts: Product Knowledge and Cross Selling
• Elder Financial Abuse
• The Bank Secrecy Act for Frontline Staff
• Universal Banker Certificate Program Exam

 Target Audience:

 Frontline bank employees

 Duration: 20 hours

 Features: Hybrid / Mobile, Audio & Video

 Format: eLearning