Education Buzz

Education Buzz How To Invest in your Online-Virtual Learner?

In-person or Virtual Training? What is best for my team? Webinars, in-person training, hands-on training, virtual training are all different and provide a variety of learning opportunities. As you support your staff development, the learning environment is a huge piece to effective learning. At CBA of GA, we continue making enhancements to our offerings while striving to provide learning environments that support the banker’s learning style. When your employee is participating in a virtual course, what can fellow team members do to support the online learner?

1. Set up a quiet location to connect to stable internet connection.

2. Provide a computer that has a camera and microphone so they can engage with the facilitator.

3. Be respectful of their time away. Pretend they are away at a venue and not in the office. And avoid interruptions.

Kristi Greer

Senior Vice President Director of Professional Developent Community Bankers Association of Georgia

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BFS Group, a leading expert in the BOLI industry, is a national firm with an exclusive focus on community banks. BFS Group supports the management of all BOLI portfolios with the primary goal of providing unparalleled customer support, increasing the bank’s bottom line, increasing shareholder value and funding meaningful benefits for all bank employees.

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Community Bankers Graduate from CBA’s 2nd Annual Compliance Officer Boot Camp

Eighteen bankers from across Georgia graduated with a comprehensive insight on working effectively as a compliance officer and incorporating compliance in all staff roles. Attendees enjoyed the hands-on learning format that included applicable tools which can be immediately used in daily job responsibilities. Our bankers came to a safe-learning environment in-person at Jekyll Island and some participated virtually using our STREAM technology.

“The Compliance Officer Boot Camp is the first and only of its kind,” said Hamilton. “ProBank Austin is proud to be at the forefront of this hands-on educational experience for staff from all areas of the bank. Compliance is every bank employee’s responsibility every day. Partnership, collaboration and networking are keys to compliance success and the Compliance Officer Boot Camp sets that foundation.”

Yes, CBA of GA will make plans to offer the Compliance Officer Boot Camp again.

A Case for Universal Bankers

By: Dianne Barton, President of Performance Solutions, inc. (PSi)

Why should a bank consider and implement universal banking? Go stand in any retail branch lobby, count the customers and you will find the answer. Today’s retail branch is a valuable delivery channel and customer touch point that is rapidly declining. The strategy for retail brick and mortar banking must be revisited.

Customer expectations and increased technology are impacting retail banking. As described in a recent article by The Financial Brand, “According to research from CACI, the typical consumer will visit a bank branch just four times a year by 2022. Currently, consumers are averaging around seven visits to a branch per year. In the next five years, CACI estimates that 88% of all interactions will be mobile.”

So why would a customer ever have a reason to come into a retail bank? Day-to-day banking transactions will be increasing automated through technology. Quite simply, financial advice (to open an account, apply for a loan, etc.) and problem solving will continue to be the primary interface with the customer.

In revisiting and transforming the retail branch, there are numerous considerations. One of the key considerations is the retail banking team. No longer can a bank afford the luxury or expense of siloed banking (teller line, new accounts, or consumer lending). How will a financial institution be able to make the limited customer visits a memorable experience that is productive and profitable for both the customer and the bank? One viable solution is the universal banker. In a nutshell, the universal banker role is a hybrid of the traditional teller and the personal banker. And, in some instances, the consumer lender.

So, how does a financial institution begin the process for transitioning to universal bankers. A quick caution. Each financial institution has a culture and a history that needs to be respected and preserved. There is no magic dust in that branches are different sizes, have different customers, have different team members with different work history and skill sets. Some branches are better suited for universal banking as are some retail team members are better suited to be universal bankers. Recruiting, staffing, employee onboarding, universal banker certification, and scheduling of higher skilled team members are just a few of the major challenges for any financial institution considering universal banking. Which leads to be obvious, some team members are not suited to be universal bankers. Ultimately, having skilled team members that can help customers with “tellering”, new account servicing, and consumer lending benefits both the customer and the financial institution. Retail banking is ever changing and to remain static could lead to extinction. Ultimately it is about the customer experience. The retail banking team IS the linking pin to making the retail bank transformation successful.