Frontline Branch Series


SKU: 11217-1 Category: Tag:


This is a companion series to supplement the Branch Manager Bootcamp’s impact at the branch. The content provides the entire staff with the tools they need to grow the branch.
Frontline Branch Series is a four-part E-Classroom Seminar Series! We will be utilizing Zoom. Each Zoom meeting is a private, invitation-only meeting that is password protected. Each of you will receive a login to register and participate in the training. Each attendee will need a computer, as you will be participating individually and in group discussions. With Zoom, we are able to combine a live presentation, screen views, chat, and open questions with pod activities. You will be moved into a group pod room, where you will interact with your peers, answer questions and formulate your recommendations to the group, just like an in-person seminar.
After registering, attendees will receive a confirmation email where they can sign up with Zoom and receive their hook-up information. All attendees will receive their workbooks via email. 
All seminars run from 9 a.m. to 12 p.m. EDT. The instructor will be presenting in front of a slideshow as if training in front of a classroom. The cost is $250 per seminar or $800 for the series.
Culture Shifting in Financial Institutions – May 25, 2022
 Part 1 – Culture Shifting in Financial Institutions
Focuses on the shift from order-taking to an engaged, advisory culture and the team issues faced when changing cultures. 
Participant Key Skill Transfers to Take Away:
  1. Maximizing performance in the branch, especially when it’s not busy.
  2. Maximizing the Frontline Professional’s own performance as an individual contributor on the branch team.
Program Agenda
  • Why do community branches have challenges competing in the marketplace
  • How technology is revolutionizing our business
  • Winning qualities of an effective frontline professional
  •  Creating the advisory environment across the company
  • Growing the community branch appropriately
  • Branch staffing model – Layers are collapsing
  • Challenges in changing the culture
  • Analyzing staff performance across the branch
  • Critical thinking – Seeing the big picture of company growth goals
  • War Games – Plan to protect your company’s market share from the competition
  • The why’s – Learn the why I am doing something and the interworking of the job using the 80/20 Rule
  • Action plan for skills transfer back to the job
  • Assignment/Project to be completed before Part 2 – Improve a work process
Wowing the Client – June 29, 2022
Part 2 – Wowing the Client
Addresses the needs, wants, and expectations of the new, digital, and younger clients and employees. 
Participant Key Skill Transfers to Take Away:
  1. Learning how to ask great questions.
  2. Working with clients to identify goals and dreams.
  3. Selling appropriate products to actualize client dreams and goals.
Program Agenda
  • Present each team’s Part 1 Assignment/Project findings to the class – Improve a work process
  •  Expectations from top clients, whether they visit us at the branch or not
  • Growing the client relationship – Onboarding and All-Aboard
  • Dream building insights – Dreams you are finding through client encounters
  • Establishing baseline service standards – Hear the dream; pick the product
  •  Creating the ultimate UX (user/client experience) – Being a brand advocate
  • Great Cross-Selling – Asking great questions to get the client talking to discover dreams
  • Data vs. data-driven decision-making – You know the company’s products and how they help your clients. Discover ways to convert more relationships into business.
  • Streamlining your work processes – Red carpet exercise
  • iGen and millennial clients – trouble and opportunity ahead, must be able to manage relationships up and down with co-workers, and with client relationships
  • Develop leadership skills and wow your employer – They will take notice
  • Teamwork and flexibility go both ways – employee and employer – there is no department priority over the overall branch 
  • Action plan for skills transfer back to the job
  • Assignment/Project to be completed before Part 3: What are your top 3 questions to uncover dreams? How are you rolling out the red carpet?
Your Advisory Role – July 27, 2022
Part 3 – Your Advisory Role
Presents opportunities for the institution and professional to engage in activities and skills to drive results across the branch for the foreseeable future. 
Participant Key Skill Transfers to Take Away:
  1. Learning how to recognize a sales cue and a buying signal.
  2. Learning how to leverage technology and social media as tools to help clients reach financial goals.
Program Agenda
  • Present each team’s Part 2 Assignment/Project findings to the class – What are your top 3 questions to uncover dreams? How are you rolling out the red carpet?
  • Financial products – What company products do you use?
  • Growing the Branch – The Bored Board Concept 
  • Listening for Opportunities – Recognizing the sales cue or life cycle event and matching our products to help clients
  • Referral form and procedures to get the client to the right professional for help
  • The branch of the future – technology, artificial intelligence, and self-service
  • Transitioning your branch to meet emerging trends
  • Team rewards – How does your team celebrate successes?
  • Social skills at events and during work time – How do you interact with clients in the lobby? How do you make a positive impression representing the company while away from work?
  • Social and business communication/etiquette
  • Social media – What to share on Facebook, Twitter – Does it represent you well?
  • Action plan for skills transfer back to the job
  • Assignment/Project to be completed before Part 4 – Make a Bored Board
Ambassadorship & Growth – August 31, 2022
Part 4 – Ambassadorship & Growth
Addresses critical skills necessary to make the professional more valuable in the branch, and in the community at large. 
Participant Key Skill Transfers to Take Away:
  1. Learning to leverage interactions away from the workplace to capture additional business.
  2. Learning to best represent the branch away from work.
Program Agenda
  • Present each team’s Part 3 Assignment/Project findings to the class – Make a Bored Board
  • Being an ambassador for your business
  • Consider people you talk to within the community who mention financial issues
  • Networking with clients
  • Referrals discussion
  • Networking with referral sources and centers of influence
  • Networking with prospects
  • Building your network across lines of business at the company
  • Skills practice: Scenarios on being an ambassador for the business
  • Dress in public – Better to overdress than underdress, and dress code standards at the company
  • Doing it right the first time – Proofreading for accuracy
  • Assessing strengths and weaknesses – Yours and the branch
  • Community business case study: What can you improve back at the branch? What recommendations do you have to execute these improvements?
  • Summary of the series
  • Action plan to bring improvements back to work

Additional information

Start Date


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4 Sessions, 3 Hours each


9:00 AM



Member Price


Non-Member Price


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End Time

12:00 PM

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