Michael Beird

·      Reassessing Universal tellers and how they have been working for you

·      Understanding how branches have changed even since the pandemic

·      Adapting your roles to meet new needs and changed goals

·      Understanding your branch’s role as THE thing that sets you apart from fintechs or digital banks

·      Reviewing the tech that can help connect your branches to your digital presence, so the experience is seamless

·      Strengthening the training received by your in branch staff, who represent the human element in your branch

·      Incorporating digitally enabled technologies to make branches more convenient and frictionless

·      Increasing your emphasis on atmosphere and exclusive, unique experiences to bring customers to your branch

·      Investigating some of the ways you can better train your employees to be seen trusted advocates

·      Finding courses can you offer them either in house or online that can teach them what they need to know

·      Setting up qualitative AND quantitative performance metrics

·      Investing in technology that can help them better serve the customer

·      Ensuring they are constantly learning and engaged in their role