May 10, 2023  Clarity President Nick Miller and Jason Tarr, Santander Bank Head of Direct Sales -Business Banking, spoke today at the Barlow Conference in a presentation called “Are We Remotely Close? Business Bankers Virtually.”  While the data says: Frequent personal contact from assigned account officers who understand clients’ industries and cash flows drives client loyalty and relationship profitability, that model can be inefficient and expensive. In response, many banks have explored virtual channels – business bankers in remote call centers. The question was: How do you become ‘trusted advisors’ to people you’ve never met, in person? Nick and Jason covered six tactics needed to succeed in a virtual world while achieving sales growth, NPS targets, and the coveted ‘trusted advisor’ status:

• Strategy
• Introductions to clients
• Book size
• Staff selection
• Observation and coaching, and
• Tools and training