Program 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 four-part VIRTUAL certification program equips modern Retail Bankers with skills for exceptional service, problem-solving, quality referrals, risk management, and building profitable client relationships. It includes practical tools like job aids, examples, checklists, and real-world scenarios. Each session is 3 hours in length. 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!

Full Syllabus HERE

Dates & Times

March 26, April 16, May 14, June 25

1:50PM Zoom Log In | 2:00PM Webinar Start | 5:00PM Webinar Ends

Who Should Attend?

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.

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-12704. 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. 

Questions? Check out our FAQs or contact registrations@massbankers.org