Event Calendar

Tuesday, August 6, 2024

Universal Banker Certificate Program

Start Date: 8/6/2024 9:00 AM EDT
End Date: 8/7/2024 5:00 PM EDT

Venue Name: Stonewall Resort

940 Resort Drive
Roanoke, WV  United States 

Organization Name: WVBankers

Amanda Cunningham
Email: acunningham@wvbankers.org
Phone: (304) 343-8838

Non-Member Price: $925
Member Price: $625
Discounted Member Price: $563 per person for 3+ registrants
(Savings of $62/per person)

We are pleased to announce the Universal Banker Certification Program. With reduced in-branch 
transactions and customer visits and rapidly progressing technology, traditional retail banking functions are becoming obsolete. No longer can a front-line team member say: “It’s not my job!”

The front-line banking team is shifting from traditional positions (tellers, new account 
representatives, financial service representatives, etc.) to a multi-tasking, "universal" banker role. Today’s bank customer base is shifting from the traditional, visit the bank twice a week model to a quick response, electronic banking based relationship model.

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

  • Understanding the Changing Role of Retail Banking
  • Defining and Developing the Universal Banker
  • Professionalism for Today's Bankers
  • Speaking the Customer Language – Communicating for Results
  • Becoming the One Source for the Exceptional Customer Experience
  • Moving from Order Taker to Relationship Banker
  • Maximizing the Customer On-Boarding Process
  • Making Referrals as Simple as A-B-C
  • Building Customer Loyalty
  • Networking and Ambassadorship
  • Meeting the Specific Generational Needs of Today’s Customers
  • Effectively Managing Difficult Customer Situations
  • Handling Transactions Efficiently and In Compliance
  • Managing time, planning ahead, and setting priorities
  • And more…
The benefits of certification include:
  • An investment in developing “best practices” for your bank’s retail network.
  • An educational resource for training and career development and retention.
  • Recognition and opportunities for front-line team members.
  • A foundation builder for banking schools.
  • A commitment to successful, profitable, efficient and effective retail banking network.

Hotel Information: If you require an overnight room, you are responsible for making your own reservation. Please contact Stonewall Resort, (304) 269-7400. Room temperatures vary, please bring a light jacket or sweater for comfort. Business Casual dress is appropriate. Please click on the link to get your discounted room rate for Stonewall Resort: HERE                 
Timing of your registration is critical. Seminars may be canceled if there are not sufficient registrations or may fill up; therefore, it is recommended that you register at least 10 days in advance.

Cancelation Policies:
  • Full refund if canceled 14 days or more ahead of seminar.
  • $75 cancelation fee if canceled within 6-13 days ahead of seminar.
  • No refund if canceled on or after 7 days ahead of seminar or for no-shows.
  • Substitutions are welcome.

Instructor Information: 
Christie Drexler
Christie has over 26 years of experience in the financial industry for community, regional and national banks. Her experience has been expansive to include successfully navigating retail, operations, treasury services, and commercial banking careers. She has served as a Regional Sales Manager, Chief Credit Officer, Chief Retail Officer, and Market/Division President. Christie is a passionate facilitator and coach with a focus on developing leaders.