Universal Banker Certification Series 2027
Overview
As in-branch transactions decline and technology advances, Front-Line Retail Team Members must deliver outstanding service in lean staffing models. Universal bankers need to be knowledgeable, client-focused, flexible, and proactive, serving both traditional and modern clients by shifting from order-taking to problem-solving, advising, and building loyal relationships.
This certification program equips modern Retail Bankers with skills for exceptional service, problem-solving, generating quality referrals, risk management, and building profitable client relationships. It includes practical tools like job aids, examples, checklists, and real-world scenarios. Attendees who complete the program will receive a Certificate of Completion.
Universal Banker Certification is a four-part, interactive, virtual learning series designed to provide a Retail Banker the tools necessary to build long lasting, loyal relationships with customers. Each session is 3 hours in length.
Benefits of the Series:
- Serve Clients Proactively
- Build a Professional Brand
- Communicate for Impact and Results
- Become the Source for the Exceptional Customer Experience
- Move from Order Taker to Relationship Builder
- Maximize the Customer On-Boarding Experience
- Make Referrals Simple
- Build Client Loyalty in the Digital Era
- Expand Networking, Ambassadorship, and Business Development Skills
- Identify and Prevent Fraud
- Manage Difficult Customer Situations Effectively
- Handle Transactions Efficiently and In Compliance
- Do More with Less: Planning, Prioritization, and Productivity Strategies
Agenda
Session 1: The Necessity of Universal Banking
Virtual Only
Session 2: The Branding Differentiator
Virtual Only
Session 3: Value Added Banking
Virtual Only
Session 4: Build Quality Relationships
Virtual Only
| Registration | Full Series (all 4 sessions) | Per Session |
|---|---|---|
| Member | $679 | $199 |
| Non-Member | $1,358 | $398 |
Who Should Attend
The Universal Banker Certification Series is designed for community bank professionals responsible for all retail banking team members in customer contact roles, including:
- Tellers
- Personal Bankers
- Customer Service Representatives
- Call Center Team Members
- Retail Lenders
- Universal Bankers, and their managers
Session 1: The Necessity of Universal Banking
January 12, 2027
Virtual Only | 1:00 p.m. - 4:00 p.m.
$199 for Session 1 ONLY, $679 for full series
- Master the Evolving Landscape of Retail Banking
- Drive Success with a Universal Banking Strategy
- Ignite Team Buy-in with a Winning Culture
- Tackle Challenges with Proactive Problem-Solving
- Streamline Experiences for Stakeholder Satisfaction - Unlock Essential Skills to Excel as a Retail Banker
- Your Banking Career Journey
- Launch Your Path with Confidence
- Plan Your Next Big Step
- Build a Thriving, Long-Term Career in Banking
Session 2: The Branding Differentiator
January 26, 2027
Virtual Only | 1:00 p.m. - 4:00 p.m.
$199 for Session 2 ONLY, $679 for full series
- Build Your Personal Brand
- Craft a Powerful Personal Brand that Stands Out
- Master Three Key Components of a Compelling Brand
- Boost Your Brand’s Visibility and Recognition
- Embracing Civility as the Foundation of Our Social Contract
- Leverage Communication Styles to Drive Results - You are an Ambassador for the Bank
- Elevate the Bank’s Brand Through Your Personal Presence
- Communicate with Clarity and Purpose
- Champion the Bank’s Values
Session 3: Value Added Banking
February 16, 2027
Virtual Only | 1:00 p.m. - 4:00 p.m.
$199 for Session 3 ONLY, $679 for full series
- Maximize Customer Onboarding Opportunities
- Forge Strong Connections with Every Customer
- Deliver Tailored Solutions to Meet All Customer Needs - Master Time Management
- Minimize Losses
- Master Risk Management to Protect the Bank
- Avoid Common Pitfalls
- Spot and Prevent Fraud to Safeguard Customers
Session 4: Build Quality Relationships
March 16, 2027
Virtual Only | 1:00 p.m. - 4:00 p.m.
$199 for Session 4 ONLY, $679 for full series
- WOW! Service
- Simplify Referrals
- Boost Referrals with Three Quick Steps
- Uncover Customer Needs with Precision
- Highlight Benefits that Resonate
- Solve Something, Don’t Sell Something - Leverage Product Knowledge to Build Relationships
- Understand the Impact of Generational Influences
Presenters
Josh Collins
Facilitator and Consultant, Drexler Consulting
Josh has twelve years of banking experience. He describes himself as an “accidental banker,” as a banking career was not part of his initial career plan. When Josh accepted his first banking job as a Teller, it ignited his passion for banking, especially the opportunity banking provides to serve clients and develop people and teams. Josh has also served as a Personal Banker, Branch Manager, Training Officer, Culture and Talent Officer, and HR Director. Josh is a graduate of The University of Georgia and is SHRM-CP certified. Josh enjoys equipping and encouraging bankers to grow their personal skillsets and build strong teams and cultures to maximize results for themselves and the banks they serve.
Earn 10 CPEs
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