Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts $279
Available Upgrades:
- 12 Months OnDemand Playback + $110
- 12 Months OnDemand Playback + CD + $140
- Additional Live Access + $85 per person
Call Centers create a competitive advantage for organizations that train their agents to know what to say, what not to say, and how to sell, while maximizing productivity and quality. Invest in your Call Center agents by ensuring they are well-trained to handle every call with courtesy and grace. It is the Call Center agent’s approach to call handling and member service that determines if they will have the opportunity to increase the relationship with the institution, but also turn the customer into a fan.
Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans. Being courteous and professional make the top of the list for any customer contact personnel, but nowhere is that more important than in the Call Center. Whether the call is simply to respond to a question or resolve a customer issue or increase the relationship through the sale of a product or service, the Call Center Agent’s call etiquette is on the line. Positive interactions with well-trained agents will increase customer lifetime value and institution brand.
Covered Topics
Who Should Attend
Call Center Personnel, Supervisors, Trainers, and anyone with authority over call center contact personnel would benefit from this webinar.
Instructor Bio
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Branch was the senior manager of training for Consolidated Communications where she managed, designed, coordinated, and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Branch is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.
Branch has obtained a bachelor of business administration with a major in management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Branch has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.
A native Texan, she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.
Available Upgrades:
We have seen many changes in our country over the last year. In what seems to be an ever-increasingly violent world, what can we do to protect ourselves? Robbery is one of the most feared crimes for bank employees. In this session, we will reveal the facts about robbery, discuss current trends, and provide step-by-step guidelines for effective prevention, safe response, and dealing with aftereffects. What makes one location more favorable than another in the eyes of a robber? What can we do to deter robbers from choosing our office? We will not only cover these topics but also the basic life-saving steps employees should take to remain safe when faced with a bank robber. Every employee can play a role in prevention, and it is critical that all personnel are prepared and trained in the safest response methods. Additionally, we will examine recent cases and discuss the latest trends. Attendees will learn various methods used by these criminals, how their observations of the event can be critical, along with essential actions to take following a robbery. Employees of financial institutions must recognize the risk that exists but understand that knowledge and training are vital to surviving the event safely.
What You’ll Learn
Who Should Attend
This course is for the frontline staff to the Board Room. Anyone could potentially be involved in a robbery.
Instructor Bio
Carol Dodgen is the owner of Dodgen Security Consulting. Since 1998, her company has been providing services for businesses, financial institutions, and government entities to include training, ATM lighting inspections, and security assessments. Before forming her company, Dodgen served as the security training officer for Compass Bank. She earned her Master’s Degree in Criminal Justice and spent several years as an adjunct criminal justice instructor. Dodgen is a nationally recognized speaker who has provided training for over 100,000 corporate, manufacturing, utility, law enforcement, and security personnel over the past 26 years. Dodgen earned her CPD (Crime Prevention Designation) and provides instruction on Crime Prevention Through Environmental Design (CPTED), Workplace Violence Prevention and Response, Robbery Prevention and Response, and Personal Safety. Dodgen has recently produced several video and e-learning training programs.
In 2009, Dodgen was appointed by the governor to serve on the newly formed Alabama Security Regulatory Board and served for 6 years as vice-chair of this board which regulates the security guard industry in the state.
Available Upgrades:
Excel expert David H. Ringstrom, CPA, focuses on the basics of using Excel pivot tables in this comprehensive presentation. Pivot tables empower you to easily create reports from complex data, simply by using your mouse. Ringstrom explains how to initiate a pivot table from a list of data, expand and collapse pivot table elements, dig deeper into the numbers with the Report Filter command, and much more. As is the case with many features in Excel, pivot tables have nuances that can trip you up, so Ringstrom points out traps and teaches you tricks to help ensure your reports are always accurate.
Ringstrom demonstrates every technique at least twice: first, on a PowerPoint slide with numbered steps, and second, in the subscription-based Microsoft 365 (formerly Office 365) version of Excel. Ringstrom draws your attention to any differences in the older versions of Excel (2021, 2019, 2016, and earlier) during the presentation as well as in his detailed handouts. Ringstrom also provides an Excel workbook that includes most of the examples he uses during the webcast.
Microsoft 365 is a subscription-based product that provides new feature updates as often as monthly. Conversely, the perpetual licensed versions of Excel have feature sets that don’t change. Perpetual licensed versions have year numbers, such as Excel 2021, Excel 2019, and so on.
Covered Topics
Who Should Attend
Professionals who need to create actionable reports from lists of data with minimal effort.
Instructor Bio
David H. Ringstrom, CPA, is an author and nationally recognized instructor who teaches scores of webinars each year. His Excel courses are based on over 25 years of consulting and teaching experience. Ringstrom’s mantra is “Either you work Excel, or it works you”, so he focuses on what he sees users don’t, but should, know about Microsoft Excel. His goal is to empower you to use Excel more effectively. To learn more about David, you can view his LinkedIn profile and follow him on Facebook or Twitter (@excelwriter).
Registration Options
Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts $279
Available Upgrades:
How do you check all the required boxes while still maintaining the interest of your new hire? Wow them with a genuine interest and care in their success with your bank. Learn how to excel at new employee onboarding; seeing everything through the lens of the new hire.
Raise the bar when it comes to engaging and training new hires. Aimed at management and anyone that hires, trains, and onboards new employees.
Covered Topics
Who Should Attend
All managers and supervisors who hire and onboard employees. Anyone responsible for the onboarding process.
Instructor Bio
Vicki Kraai’s 25+ years of Community Bank experience started at the family bank in rural Nebraska, serving as a bank teller and eventually becoming CEO. Kraai’s many years of banking include credit card lending experience where she was a member of the management team that launched the Cabela’s credit card program.
She founded her own Community Banking Consulting firm, VK Solutions in 2010 specializing in coaching and assisting financial institutions to improve their bottom line through their people portfolio. She has a passion for developing people for success in the financial services industry.
Attendees of her training and coaching sessions value Vicki’s highly engaging “been there, done that” approach to all facets of her training.
Kraai shares her expertise and experience as a faculty member for State Bank Association Schools and the Graduate School of Banking in Madison, WI.
Kraai was recently announced as the new CEO of InterAction Training.
Registration Options
Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts $279
Available Upgrades:
How successful do you expect your tellers to be? How successful do they want to be? How big is the gap between what you want and what they deliver on?
It’s a fact: Coaching your tellers decreases teamwork issues, teller drawer outages, compliance/audit infractions and customer dissatisfaction. This webinar teaches managers and supervisors how to improve their teller’s performance with on-purpose and spontaneous coaching. Looking for ways to encourage your tellers to cross-sell and knock it out of the park with sizzling customer service? Tune in and find out how to do just that. Do you wonder if some of your teller staff is just showing up instead of stepping up? Get busy putting effective coaching to work on your teller line.
This program will help you see how you can put coaching techniques into your leadership skills and get positive and meaningful results.
What You’ll Learn
Who Should Attend
If you manage, lead, or train tellers – don’t miss this!
Instructor Bio
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Branch was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Branch is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.
Branch has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.
A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.
Registration Options
Everyone appreciates exceptional customer service, but most people struggle in situations when it really matters. These essential techniques make memorable, positive customer experiences easy and effective. Don’t miss this one!
Join this valued session to gain the knowledge and develop the attitude you need to cultivate exceptional service – interpersonal communication, emotional intelligence, and a strong sense of commitment and ownership. Do you want to create raving fans that send you referrals? Do you wish you could teach others how to defuse the tension that comes with a very dissatisfied or highly demanding customer?
Customer service professionals who face customers daily need the right skills and sound reasoning to perform their job successfully. You and your team must be energized and knowledgeable about treating customers right. As your company’s ambassadors, you must build talent to prevent customer friction and dissatisfaction by thinking on-the-fly and practicing customer service best practices. Gain insights to help everyone in your organization raise the bar and exceed customer expectations by improving the customer connection, meeting their needs, and handling every situation with empathy.
Save the date, spread the word and purchase this “get-it-done-right” webinar!
Covered Topics
Memorable Customer Service Dos and Don’ts
The W.O.W. communication technique for a positive outcome every time
What to do with a sticky situation or stinky person!
Emotional IQ for successful relationship management
Who Should Attend
Managers, leaders, trainers, tellers, and everyone else who relies on internal and external customer service skills to create professional success for themselves and others.
Presenter
Heather Legge is a training specialist and certified executive coach, founder of Envision Success Inc, and author of Lead With Moxie. She is a senior training consultant for InterAction Training and is known for her presentation and delivery expertise.
Previously, she earned her Master’s in business administration and spent over 15 years in multiple industries transforming organizational performance through business analysis, project management, training and employee development.
She is passionate about making a positive impact in her local community and far beyond. She is always engaged in several networking, professional, and philanthropic groups.
Registration Options
Maybe you have some team members that need to be coached up, perhaps even coached out. Today’s members have more choices than ever before and it’s not enough to offer high-quality products or competitive prices. Your brand is built on or broken by the member experience. Are you building or breaking the brand at your branch?
What about the employee experience? What three words would you use to describe the work culture at your branch? Does your staff feel included? Do they have clear expectations and the training, the tools, and the coaching to deliver that member experience?
What You’ll Learn
What does it mean to be exceptional?
Your role as the reputation builder
Identify and resolve branch pain points
Benefits of engaged employees
Setting behavior and performance expectations
Coaching – what it is and what it is not
Key measurement success factors
Who Should Attend
Branch leaders, Head tellers, and anyone working in today’s competitive branch environment.
Instructor Bio
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.
Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.
A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.
Registration Options
Is the signature genuine? Is the signer the appropriate party? Does the signer have legal capacity? What are the parameters of the Medallion program? Attend this webinar to learn the answers to these questions and more, including how to mitigate risk of loss.
AFTER THIS WEBINAR YOU’LL BE ABLE TO:
WEBINAR DETAILS
Signature guarantees are not new, but the financial losses and administrative problems associated with them are increasing because many institutions do not understand the responsibilities and liabilities assumed when guaranteeing a signature or using a Medallion stamp. It is imperative that all financial institutions that issue or accept signature guarantees have effective internal controls to mitigate the associated losses and problems. Do you know the differences between the various signature guarantees, including the STAMP Medallion Program? Join us to learn the situations in which each type of signature guarantee is required, including analysis of the related risks and liabilities.
NOTE: This seminar is not sponsored by or affiliated with the STAMP Medallion Program.
WHO SHOULD ATTEND?
This informative session is designed for any staff member that issues or accepts signature guarantees or participates in the STAMP Medallion Program.
TAKE-AWAY TOOLKIT
NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.
MEET THE PRESENTER – Elizabeth Fast, JD, CPA, Spencer Fane LLP
Elizabeth Fast is a partner with Spencer Fane LLP where she specializes in the representation of financial institutions. Fast is the head of the firm’s training division. She received her law degree from the University of Kansas and her undergraduate degree from Pittsburg State University. In addition, she has a master of business administration degree, and she is a Certified Public Accountant. Before joining Spencer Fane, she was general counsel, senior vice president, and corporate secretary of a $9 billion bank with more than 130 branches, where she managed all legal, regulatory, and compliance functions.
REGISTRATION OPTIONS
This program will ramp up your leadership skills and address critical supervisory issues necessary to becoming an excellent team leader.
If you lead a team, or you need others to take direction from you in order to succeed, you will find this program of tremendous value. The webinar focuses on the techniques, strategies and best practices for leading and managing effectively. If you are ready to take your commitment and skill set to the next level, register today for this program. You will be eager to put to work what you’ve learned. You will also receive a toolkit to inspire your team to deliver extraordinary results.
What You Will Learn
Who Should Attend?
Trainers, managers, supervisors, team leaders, or anyone with supervisory responsibilities.
Presenter
Vicki Kraai is CEO of InterAction Training, a company passionate about professional development training and education.
Vicki’s 25+ years of community bank experience started at the family bank in rural Nebraska, where she served as a bank teller and eventually became CEO. She built credit card lending experience as a member of the management team that launched the Cabela’s credit card program. She has a passion for helping people succeed in the financial services industry. Bankers value Vicki’s highly engaging “been there, done that” approach to all facets of her training and speaking engagements.
Vicki shares her expertise and experience as a faculty member for State Bank Association Schools and the Graduate School of Banking in Madison, WI.
Registration Options
In this motivational talk, Marci Malzahn shares why she’s so passionate about helping other women leaders succeed. She encourages you to take your leadership role seriously and inspires you to lead with boldness and confidence.
Covered Topics
Who Should Attend?
Emerging women leaders aspiring to grow in their careers. First time supervisors and managers. Experienced leaders wanting to help younger women start their leadership journey.
Presenter
Marcia (“Marci”) Malzahn is the president and founder of Malzahn Strategic, a community financial institution management consultancy focused on strategic planning, enterprise risk management, treasury management, and talent management.
Malzahn has 30 years of banking experience, ten of those years as the EVP/CFO and COO of a community bank she co-founded where she oversaw all areas of operations. In her last year as EVP/COO/CRO, Malzahn created and focused on the bank’s enterprise risk management program.
Malzahn is the recipient of several professional awards, is a published author of four books, and an international bilingual keynote speaker, speaking frequently at banking and credit union conferences and associations as well as leadership and women’s conferences. As a Certified Virtual Presenter, Malzahn also provides online and onsite training for financial institutions.
Malzahn is a certified life coach, holds a B.A. in business management from Bethel University, and is a graduate of the Graduate School of Banking in Madison, Wisconsin.
Registration Options
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