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2025 Universal Banker Certification Program
October 29, 2025 - October 30, 2025
Program Overview
Today’s lean branch staffing models require that all team members are more knowledgeable, client-focused, flexible, efficient, and 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. This 2-day program focuses on the essential skills required for today’s Retail Banking, including problem-solving, advising, and proactively developing loyal client relationships.
Certification will be provided to participants who attend all sessions and complete all assignments.
What You Will Learn
- 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.
- 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!
Dates & Times
October 29-30
8:30AM Registration | 9:00AM Program Start | 3:30PM Program Concludes
Who Should Attend?
Tellers and Universal Bankers, Relationship Bankers, and other Retail Banking client-facing staff*
Suggested Prerequisite
- A minimum of 1 year of experience in retail banking, or
- Successful completion of Essentials of Banking course*
Express Grant
The course ID for the 2025 Universal Banker Certification Program is C-1274. Banks with 50 or fewer employees can be reimbursed 100 percent for the program's cost. For more information on the Commonwealth Corporation's Workforce Training Fund Program, please visit their website. If you need assistance with the Express Grant, please contact the Commonwealth Corporation directly.
*Attendees of the 2024/2025 Universal Banker Certification Program earn a 10% discount towards the enrollment in the Retail Banking Leadership Series. Please contact the Registrar for details.
Agenda
Speakers
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Josh Collins
<p><span style="font-size:11pt"><span style="font-family:Calibri,sans-serif">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 skillsets and build strong teams and cultures to maximize results for themselves and the banks they serve.</span></span></p>
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Drexler Consulting, LLC | - |