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Nick Brandoch profile
Kristen Talbott profileAll businesses exist for one reason: to serve their customers. Today, we are blessed to be able to communicate with and serve those valuable customers in more ways than ever. The challenge for brands is to be consistent with their messaging and experience across those channels, whether they be in person or through a digital environment. Achieving that goal requires a close connection and ongoing collaboration between retail and marketing, the two main customer touchpoints within our banks. 

We've been working together for the past year and a half, and these are the best practices we've used for successful collaboration. 

  1. Set the vision. Together. People have a more vested interest in goal achievement when they play a role in setting goals. We allocated time together to plan for 2019 as a team. Our initiatives are not retail or marketing initiatives; they are bank-wide goals that are supported by multiple departments. 
  2. Get friendly. Collaboration can't stop after goal setting. Ongoing communication helps us address problems, make continual improvements, and keep goals top of mind. Nicholas joins the regular meeting of our retail leadership to provide marketing updates, take feedback, and ensure lines of communication always remain open. With more time spent in the branch network, Kristen and her team help audit branch merchandising and communicate opportunities to marketing.
  3. United we stand. Once you figure out what you want to accomplish, together, you have additional resources when presenting opportunities to bank leadership. When you've found consensus between retail and marketing, you'll find it substantially easier to find commitment from the top to execute your shared vision. 
  4. Make the tent bigger. When the retail team was facing staffing shortages, marketing developed hiring campaigns to help drive qualified applicants. This led to a new hire starting within the first two weeks. When marketing needed employees to support events, retail recruited front-line employees to be offsite brand ambassadors. They were able to share bank knowledge with potential customers, and now share greater marketing knowledge with fellow employees. Solutions exist beyond department boundaries. Be sure to push the boundaries and ask for help. 
  5. That computer in your pocket makes calls. Really. Don't forget how critical your Call Center is to a great customer experience. Trust can be lost when call center employees are unfamiliar with initiatives or key advertising. Share those campaigns ahead of time so the customer has an omni-channel experience. 
  6. Maximize your sponsorships. In a community bank, sponsorship opportunities arise from the extensive network that our bankers and lenders keep. To maximize these investments, teamwork is required. Retail can help activate marketing sponsorships within the branch, encouraging customer engagement as well as reinforcing our community niche. Conversely, marketing can use its expertise to negotiate and leverage partnerships that originate from the retail team for the greatest impact. 

Harmony can be elusive. Building trust is hard. It takes a concerted effort to keep retail and marketing rowing their oars in the same direction. Occasionally, your boat will take a circuitous route. We believe these best practices can help you arrive at your final destination. 

Talbott is chief retail banking officer for Tri City National Bank and serves on the WBA Marketing Committee. Bandoch is vice president of marketing for Tri City National Bank.

By, Amber Seitz

Events

Principles of Banking is intended to give those who are new to banking a general understanding of the industry. Recognized as the most comprehensive introduction to the banking industry for over 40 years, it introduces fundamental banking concepts and principles, the basics of how banks operate as service providers and businesses, their obligation to operate in a safe and sound manner and manage risks, and the responsibilities of bank employees in a customer-focused financial services environment. 

WBA will host the course in two locations during fall 2021, October 13-14 in Madison and October 20-21 in Rothschild (Wausau area). Each two-day session starts at 8:30 a.m. and adjourns at 4:30 p.m. daily.

View the Agenda on the registration site to see what is covered in Principles of Banking.

Speaker:
Peggy Zickert, VP/Regional Operations Leader, National Exchange Bank & Trust

Who Should Attend?
This course is recommended for personnel new to banking at all levels or those who just need a refesher.

Registration Information:
The registration fee of $550/person includes all workshop materials, a hard copy of the 12th edition Principles of Banking textbook, and daily refreshment breaks and lunch. Register early as space is limited!

Course Credit:
Principles of Banking may be applied to many ABA Certificate and Diploma online programs. This course is recommended for one ABA Credit.

https://cvent.me/mAev89?RefId=WBAweb

$550

Principles of Banking is intended to give those who are new to banking a general understanding of the industry. Recognized as the most comprehensive introduction to the banking industry for over 40 years, it introduces fundamental banking concepts and principles, the basics of how banks operate as service providers and businesses, their obligation to operate in a safe and sound manner and manage risks, and the responsibilities of bank employees in a customer-focused financial services environment.

WBA will host the course in two locations during fall 2021, October 13-14 in Madison and October 20-21 in Rothschild (Wausau area). Each two-day session starts at 8:30 a.m. and adjourns at 4:30 p.m. daily.

View the Agenda on the registration site to see what is covered in Principles of Banking.

Speaker:
Peggy Zickert, VP/Regional Operations Leader, National Exchange Bank & Trust

Who Should Attend?
This course is recommended for personnel new to banking at all levels or those who just need a refesher.

Registration Information:
The registration fee of $550/person includes all workshop materials, a hard copy of the 12th edition Principles of Banking textbook, and daily refreshment breaks and lunch. Register early as space is limited!

Course Credit:
Principles of Banking may be applied to many ABA Certificate and Diploma online programs. This course is recommended for one ABA Credit.

 

 

This two-day school curriculum is designed to give you a strong foundation of the various deposit regulations affecting your bank, the current trends in compliance, and the resources you need following the school.

The 2021 Deposit Compliance School will be held Nov. 2-3 at the WBA Engagement Center in Madison. Classes will begin at 9:00 a.m. on Tuesday and conclude at 4:00 p.m. on Wednesday.

NEW VIRTUAL OPTION: Registration is now available to attend the school via livestream using Zoom. You’ll select your registration choice during registration.

Curriculum Includes:

  • Compliance Overview – understanding the key players in compliance and how important it is to your bank
  • Bank Secrecy Act and Anti-Money Laundering, including USA Patriot Act and OFAC issues
  • Miscellaneous Deposit Regulations, including:
    • Regulation D; Regulation V, Subpart J (Identity Theft Red Flags); Regulation GG; Non-deposit investment products; Regulation AA (UDAAP); and Overdraft Protection Programs
  • Regulation CC (Expedited Funds Availability)
  • Check 21
  • Legal Process, including:
    • Garnishments; Child Support Liens; Federal and State Tax Levies; Wisconsin Department of Workforce Development Levies; IRS Summons;  Subpoenas; Elder Abuse Reporting Rules; and Worthless Checks
  • Regulation P (Privacy)
  • Regulation DD (Truth in Savings Act)
  • Regulation E Overview (Electronic Funds Transfer Act)
  • E-Sign Act

WBA wants our upcoming event to be a safe and enjoyable experience for you. Here are a few things you should know.

  • Certain seating areas will be set to accommodate 6′ for social distancing. These reserved space(s) in the meeting room(s) are to accommodate those who need/prefer to remain distanced, and we ask that those who are vaccinated and/or comfortable with closer seating sit elsewhere.
  • As we get closer to the program, if you are not feeling well, have a fever, or are not vaccinated and have been in contact within the last 14 days with someone who has been positively diagnosed with COVID-19, we ask that you cancel your registration and we will offer a full refund. If you are vaccinated and show no symptoms of COVID-19, you will not be asked to cancel your registration.

Who Should Attend:
This school is designed for bank retail staff, including head tellers, personal bankers, universal bankers and managers, as well as compliance officers, operations personnel and bank legal counsel.

Registration:
The registration fee for the school is $535 and includes program registration, instruction and materials, refreshment breaks, and lunch daily.

Click Register for additional information and to register online.

 

 

This school has been designed to get your personal bankers up to speed quickly by providing them with the techniques and knowledge they need to successfully sell, cross-sell, refer, and service the banking industry’s ever-expanding list of financial products. Attendees will leave the school better equipped to provide your customers with exceptional product knowledge and customer service.

The Personal Banker School will start on Monday, November 8, 2021, at 9:00 a.m. and adjourn on Tuesday, November 9, 2021, by 4:00 p.m.

Curriculum Includes:

  • Compliance Overview – focusing on regulations and laws that every personal banker should know.
  • Account Titling – covering individual and joint accounts, trusts, minor accounts, POAs, PODs, and business accounts.
  • Understanding the Financial Side of Banking – understanding the business of banking and the retail bankers’ role in overall bank profitability.
  • Building & Maintaining Relationships – assessing customer needs, identifying opportunities, and building relationships with your customers.
  • Steps for Successful Sales, Cross-Sells, and Referrals
  • Kick Starting High Performance – understanding your role at the bank and having the skills that are necessary to achieve your goals and exceed performance expectations.
  • Group work and in-class activities to apply what you have learned.

Who Should Attend:
This school was developed for Personal Bankers, New Accounts Personnel, and others who manage retail account relationships. Both new and experienced staff will benefit.

Registration Information:
The registration fee of $495/attendee includes program registration, instruction and materials, and daily lunch and refreshment breaks.

Click Register for additional details and to register online.