Professional Skills List for Retail Bankers

In today’s ever-changing world of banking, the role and responsibilities of a retail banker is evolving. With the use of mobile banking on the rise, due to the COVID-19 pandemic, banker’s responsibilities are expanding. They often serve as the face of the branch, therefore developing this professional skills list for retail bankers, or consumer bankers, will help your customer experience stand out against the rest.

A retail banker, or consumer banker, can be the only person a customer has an interaction with. We know that a good customer experience goes beyond proper compliance training. Is your training program equipped to develops this list of professional skills for your retail bankers?

Why are Professional Skills Important for Retail Bankers?

As financial institutions move toward consultative banking, the need for flexibility among all branch staff increases. The universal banker/universal branch model allows for that flexibility, as all employees are trained for any type of client interaction. This will increase the need for more thorough training of employees to ensure a smooth transition of operations.

professional skills for retail bankers
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Banking Post-Pandemic

In today’s ever-changing world of banking, the role and responsibilities of a retail banker is evolving. With the use of mobile banking on the rise, due to the COVID-19 pandemic, banker’s responsibilities are expanding. They often serve as the face of the branch, therefore developing this professional skills list for retail bankers, or consumer bankers, will help your customer experience stand out against the rest.

A retail banker, or consumer banker, can be the only person a customer has an interaction with. We know that a good customer experience goes beyond proper compliance training. Is your training program equipped to develops this list of professional skills for your retail bankers?

Why are Professional Skills Important for Retail Bankers?

As financial institutions move toward consultative banking, the need for flexibility among all branch staff increases. The universal banker/universal branch model allows for that flexibility, as all employees are trained for any type of client interaction. This will increase the need for more thorough training of employees to ensure a smooth transition of operations.

Professional Skills Retail Bankers Need

Impactful Communication

Written and verbal communication skills is at the top of the professional skills list for retail bankers. Being on the front line, daily tasks include drafting reports for clients and speaking with individuals who may not be experts in your space. Retail bankers need to be able to communicate complex information in a professional and clear way. Being able to tailor your communication to meet the needs of your audience is key.

Customer Service Skills

With banker’s roles shifting towards consultative banking, a large portion of their roles is about building relationships. A good quality to have it empathy. Customers are looking to business with someone whom they can trust and who is happy to help them.

OnCourse Learning offers a professional skills course “REAL Customer Service.” This course covers topics such as Showing Customers You Care, Using Language to Serve the Customers and Taming Challenging Conversations. All focused on refining the skills needed to be a top retail banker.

Attention to Detail

A retail banker needs to be able to communicate their findings and recommendations which are rooted in drawing conclusions from graphics and numbers. This puts a professional’s attention to detail to the test.

Retail bankers who notice the detail of financial trends or activities have a competitive advantage. In addition, many retail banking positions involve having the ability to spot anomalies or even simple mistakes.

Problem Solving

Not every problem a retail banker faces has a clear solution. Therefore, a core quality on the professional skills list for retail bankers is to be a problem solver. Being a problem solver means having the ability to be objective and to see problems as challenges or obstacles. Retail bankers who focus on finding a solution that meets the needs of all parties involved without needing to prove themselves right will rise above other bankers.

Confidence

Banking can be a highly competitive environment, which also means overcoming adversity. Confidence makes the professional skills list for retail bankers for several reasons.  First, to be truly successful, retail bankers need to be determined to succeed. Secondly, customers look to retail bankers for guidance and reassurance when making financial decisions. Customers trust someone who can intelligently answer their questions … with confidence. and can reassure customers.

The role of a retail banker is evolving and changing. This role requires a unique set of both hard skills as well as professional skills. Finding a candidate, whether internal or external, who checks the box on this professional skills list for retail bankers will help your organization succeed. More importantly, providing education opportunities for your retail bankers to further refine their professional skills will give your organization it needs to rise to the top of financial institutions.

Additional Resources

Rachel Davis - Product Manager at OCL

About OnCourse Learning:

At OnCourse Learning, we provide compliance training and professional development education for your entire staff – from the frontline to the boardroom. Through our Learning Management System, your people get educated and certified – and your financial institution can efficiently manage complexity, change and growth.

LEARN MORE
Rachel Davis - Product Manager at OCL

About OnCourse Learning:

At OnCourse Learning, we provide compliance training and professional development education for your entire staff – from the frontline to the boardroom. Through our Learning Management System, your people get educated and certified – and your financial institution can efficiently manage complexity, change and growth.

LEARN MORE
By |2020-05-07T15:27:09-06:00May 7th, 2020|Bank, Credit Union, Financial Services|0 Comments

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