Convention Home » Schedule-At-A-Glance » E.S. - The Frontline: Rebuilding Your Trust Fund - Revitalizing Your Greatest Asset in these Troubling Times

The Frontline: Rebuilding Your Trust Fund - Revitalizing Your Greatest Asset in these Troubling Times 
Rebecca Doepke, Director of Culture
NewGround

Session Description
Research shows that 25% of frontline staff is dissatisfied with key support mechanisms that are intended to facilitate the development of member relationships. Twenty-four percent of consumers say the frontline are the only people they speak to at a financial institution. These numbers present a doomsday scenario when you consider that most institutions have a 20-30% turnover rate. Learn to plug this leaking profit margin and decrease time and money spent on training while increasing sales. Teach your employees to become member advocates instead or order takers. Members want the frontline to take ownership of a specific need they present to them. To act on behalf of a member, your staff must be skillful communicators with relationship building abilities. Your frontline needs to understand selling as part of the big picture for the growth of the organization and their role in the process. Highlights include:

• Learn key concepts in retraining your staff to deliver on your brand promise
• Uncover some of the most destructive attitudes that are undermining your brand and how to repair them
• Hear how constructive coaching techniques can improve morale and group culture
• Money is not always the optimum reward program, discover what can work in its place
• Participate in “Real World” success stories and techniques

Sponsored By:

About the Speaker
Rebecca Doepke nurtures and energizes NewGround’s Culture team. She is directly responsible for managing a team of trainers, business development efforts, and the implementation and execution of client programs. With 20 years of retail and banking experience, she provides clients with an assessment of their educational needs and creates and delivers a customized education program to further their culture development. Her interactive, high energy experience training sessions have proven to achieve positive and sustainable results for clients, including Guaranty Bank’s achievement of $1.6 million in 10 branch locations over a 90-day time period in new business directly related to NewGround's digital signage and training programs. She is also an active facilitator for the BAI and the ICBA.