Culture Shifting in Financial Institutions OBL

Culture Shifting in Financial Institutions

Session 1 of the Frontline Branch Series

Frontline Branch Series

With constant change facing financial institutions, transactions falling, and overall visits declining, we must find ways to engage our clients, new clients, and the community. We must find ways to deliver better client service in a more efficient manner.

Frontline Branch Series is a 4-part, comprehensive series for beginning and new frontline professionals that focuses on creating a client friendly environment on a budget. This series will focus on how we deliver the ultimate client experience, streamlining work processes to make things fun for employees and the client, resulting in the optimal institution of the future. The series includes group discussion and problem solving, fresh ideas through presentation, and a case-study.

The Goals

Frontline Branch Series will provide employees with:

An understanding of the challenges in our industry
An opportunity to learn and about the best UX- user/client experience
The ability to plan for the impact of technology, artificial intelligence, and self-service on your financial institution and employees
The skills to be an ambassador for the financial institution, and build your personal network

The series includes the following sessions

Session 1: Culture Shifting in Financial Institutions - January 29
Session 2: Wowing the Client - February 26
Session 3: Your Advisory Role - March 19
Session 4: Ambassadorship & Growth - April 23

Who Should Attend?

Retail staff in the branches, or staff wanting to move into the branches. These professionals may be new hires, new to the field, or professionals with years of experience. They are the emerging professionals who want to become qualified to move laterally or forward in the organization.

Frontline Branch Series – January 29, February 26, March 19 and April 23, 2025 (Virtual)

This four-part comprehensive series, designed for beginners and new frontline professionals, will focus on how to deliver the ultimate client experience, streamlining work processes, culture shifting in financial institutions and more. Includes discussion, facilitation, as well as a case study and problem solving.

The Series - Part 1

Participant Key Skill Transfers to Take Away:

Maximizing performance in the branch, especially when it’s not busy.
Learning to manage the branch team and integrate technology to drive additional business.
Maximizing the Frontline Professional's own performance as an individual contributor on the branch team.

Program Agenda Highlights

Why financial institutions have challenges competing in the marketplace
How technology is revolutionizing our business
Winning qualities of an effective frontline professional
Branch staffing model; Layers are collapsing
Critical thinking; Seeing the big picture of company growth goals
Creating the advisory environment across the company
Challenges in changing the culture
Action plan for skills transfer back to the job
The Why's; Learn the why I am doing something and the interworking of the job using the 80/20 Rule
Assignment/Project to be completed before Part 2 of the series - Improve a work process
Analyzing staff performance across the company
War Games; Plan to protect your company's market share from the competition

Pricing

Question? Contact the Professional Development Team

Registration Questions: Email Megan Peiffer
Event Questions: Email Julie Kiplinger

Location Virtual Session

Tags Human Resources; Training; Personnel; Retail Banking; Retail Management; HR & Training; Leadership & Management; Retail Management

Registration Fees

Price Description	Amount
Full Frontline Branch Series - 4 Sessions	$800.00
per Individual Session	$250.00

Agenda

Wednesday, January 29 - Wednesday, January 29
9:00 am - 12:00 pm
	Session 1: Culture Shifting in Financial Institutions Focuses on the shift from order-taking to an engaged, advisory culture and the team issues faced when changing cultures.

Speakers

Name	Speaking At