2024 Front-Line Retail Banking Certification

Front-Line Retail Banking Certification 

Community Banking at it's Best! 

INSTRUCTOR:

Christie Drexler
Drexler Consulting, LLC

Josh Collins
Drexler Consulting, LLC


Front-Line Retail Banking Certification

This two-day certification program focuses on the essentials for today’s Retail Banker in providing exceptional service, problem solving, making referrals, and building profitable relationships. The program is packed full of checklists, job aids, examples, and real-world situations. Attendees who complete the program will receive a Certificate of Completion.

With significantly reduced in-branch transactions and customer visits and rapidly progressing technology, Front-Line Retail Team Members must transform the way they meet client needs and deliver service excellence.  Today’s lean branch and customer service center staffing models require that all team members are more knowledgeable, more client-focused, more flexible, more efficient, and more proactive than ever. Retail team members must be prepared to both serve the traditional client who visits the branch for transactional needs and the modern client who only contacts a banker when they need help addressing complex needs, such as fraud resolution.  To grow and prosper the bank, Retail Bankers must have the skills and acumen to move beyond order-taking to problem solving, advising, and proactively developing loyal client relationships.

Length of Program:  2 Days

Target Audience:  All Retail Banking Team Members in Customer Contact Roles

This is a live, interactive, virtual training program.  As such, it is highly recommended that all participants have their cameras on for the duration of the program and, therefore, have access to a computer with video capabilities.

Key Objectives:

• Understanding How Retail Banking is Changing
• Defining and Developing Today’s Retail Banking Roles
• Professionalism and Brand Building
• Speaking the Customer’s Language – Communication for Results
• Becoming the One Source for the Exceptional Customer Experience
• Moving from Order Taker to Relationship Builder
• Maximizing the Customer On-Boarding Experience
• Making Referrals as Simple as A-B-C
• Building Client Loyalty in a New Era
• Networking and Ambassadorship
• Identifying and Preventing Fraud
• Effectively Managing Difficult Customer Situations
• Handling Transactions Efficiently and In Compliance
• Doing More with Less:  Planning, Prioritization, and Productivity Strategies

ABOUT OUR INSTRUCTOR:

Christie Drexler is the Owner of Drexler Consulting, LLC, a financial services consulting and training business focused on developing purpose-driven, competent, servant leaders in all roles of banking.  In association with Performance Solutions, Inc. and Dianne Barton, Christie has offered training and consulting services through Drexler Consulting, LLC, for the past three years. 

Christie has twenty-six years of direct experience in the financial services industry, working for both community and large regional banks.   Her experience has been expansive to include successfully navigating retail and commercial banking careers.  She has served as Division President, Market President, Chief Credit Officer, Chief Retail Officer, and Regional Sales & Service Manager. Christie has a B.S. in Finance from Berry College and an MBA from Georgia College and State University. She is a passionate facilitator and coach who strives to live the values and leadership strategies she teaches in her training programs.

We are excited this year to also welcome Josh Collins to our team.  Josh has twelve years of 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 skill sets and build strong teams and cultures to maximize results for themselves and the banks they serve.