Training on the Frontline

Interest is high on delivering training that sticks for those deployed on the frontline – tellers and new account reps working in the branching network of financial institutions.  That interest really soars when a frontline employee makes a mistake or is out of balance or handled a transaction that resulted in an unrecoverable outage.   And should a con artist get by the new account screening process at a bank and start scamming the company the alarm for training will be triggered.

Train the Trainer Boot Camp

(designed exclusively for trainers in financial institutions)

we explore best practices on

planning, designing and implementing training that works

April 15-17, 2013

Houston, TX

Here are a few tips on how to you teach tellers and new account representatives to excel on the job.     It starts with a planned approach that dovetails with your culture, policies, procedures and technological how-to.

Culture – Frontline training must include expectations and standards on how you are to treat the customer and co-workers.  The company’s values, mission, vision and corporate goals have to be a part of this curriculum.  Familiarization training on who’s who, the history of the company, the history of the branch where your trainee will work are just a few of the key subjects that must be covered.
Policies – Distinguish between policy and procedure.  Help the frontline understand the purpose and reasoning for the company’s policies that directly impact them.  How does the frontline access answers to policy questions?  On your Intranet?  In a 500-page manual that only the compliance officer can navigate through?  The frontline has to be trained on effective dialog with customers when following policy that a customer can find objection with or be offended by.
Procedures – All procedures need to be in writing and tested by a user before implementing them.  Well thought-out, consistent procedures are the glue to making training stick with the frontline.  Integrate flow charts, checklists and screen shots along with quick reference guides and a glossary into procedure training for the frontline.
Technological How To – With hands on the keyboard, eyes on the monitor, and plenty of practice, people will learn to use all the systems, applications and software programs they need to become competent with on the frontline.

If you are looking for training solutions or want to elevate the effectiveness of training at your financial institution click here Train the Trainer Boot Camp or email me, honey@interaction-training.com.


Still learning,

Honey