Independent Banker - December 2021 - 64

management, online banking, and debit and credit cards),
consumer lending and even the ability to close home equity
lines of credit (HELOCs).
Old National Bank's relationship bankers serve the
deposit and credit needs of all the bank's clients. They often
partner with in-house experts in wealth management,
" Once a personal banker has moved
to the universal banker position, it
provides the customer with a banker
who can service their financial needs
in all aspects-simple transactions,
e-banking, opening deposit accounts
[and] consumer loans. Being a
universal banker has given me the
opportunity to build the relationship
with the customer on all levels. "
-angie jones, retail market manager,
springs valley bank & trust company
TELLERS SAY...
treasury management and investments, to name a few.
" These bankers also work closely with community leaders
and local nonprofits to meet broader community needs for
financial education, " Hobrough says.
When Old National Bank made its change to the
relationship banking model, leaders in every market
worked closely with all team members to ensure a smooth
transition. Leaders taught banking center team members
how to interact with each client. They demonstrated how to
greet by the door, uncover the immediate need or request,
and then move to the appropriate space in the banking
center. This could be a desk, office or workstation, as
opposed to the traditional teller line.
HOW TO RETOOL TELLERS
Transitioning tellers into other positions or giving them
new job duties is often a multiyear process at community
banks. At $2.3 billion-asset Fidelity Bank in Scranton, Pa.,
which converted its tellers to relationship bankers, crosstraining
was its key to success.
" By focusing on cross-training, we've been able to
educate, coach and mentor bankers who have the right
skills and personality to build lasting relationships with
our clients in an environment of confidence, value and
trust, " says Noelle Krempasky, assistant vice president
and marketing manager. " The majority of our bankers are
cross-trained to handle the needs of our clients. "
Training was also vital for Springs Valley Bank & Trust
during its transition to universal bankers.
" It takes a lot of time to train individuals on all of the
different areas of responsibility, " Buse says. " It really came
down to continuous improvement and training. Once our
staff was able to perform the functions, the rest took care of
itself from a customer perspective. "
" More problems are solved in the
banking center when they meet with
a relationship banker. The client
doesn't feel pressure to move aside
for another waiting client. "
-kelly carpenter, old national bank
The investment has been worth it, as the community
bank is happy with the results. " Customers are able to get
taken care of in a timelier fashion and consumer loans are
now done on the front line, allowing mortgage lenders to
concentrate on mortgages, " Buse adds. " We can also pick
up more leads with more knowledgeable staff. Employees
have more empowerment, more ability to grow and
better compensation. "
BOOSTING CUSTOMER SATISFACTION
At the core of these new teller-type positions is a focus on
meeting customer needs. However, it also benefits both the
community bank, which has a flexible and more efficient
team member who can handle all sorts of transactions, and
60 Q ICBA Independent Banker Q December 2021
Independent Banker - December 2021

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