Focus: Branch Managers, Branch Staff, Call Center Staff

Main Messages: Encouraging and guiding individuals and families toward financial wellness is our primary mission. Position yourself and the bank in that context. Take the lead in asking questions about life events and financial resources that support them. Handle their immediate needs and then open discussion about other or longer-term issues, providing memorable customer experiences and tailored financial solutions.

Learning Points: “Conversations with Clients” is our comprehensive bank-to-consumer client experience and conversation training. The two major elements of the program are “life events” and the CARE conversation model. Specific techniques include establishing rapport and context for conversation, personal and bank positioning statements, asking structured questions to manage conversation flow, specific needs that accompany common life events (e.g., wedding, job change), responding to immediate needs and transitioning to longer term issues, making recommendations, and responding to client concerns.

Delivery: For branch managers/supervisors – Two-day orientation to the learning points with practice observing and coaching the skills in role-play settings.

For individual contributors and managers/supervisors

• Option 1: Two‐day face-to-face workshop

• Option 2: Four half-day virtual workshop