• Welcome and Introductions

• Traditional Branch Staff Approach

• Universal Associate Model

• Designing Universal Branches

• A Closer Look – Sandy Dixon

• Finding and Training Universal Associates

• Technology to Optimize Universal Associates

• Management Tips

• Open Discussion Including Q&A Session

Submit a question or comment via chat

• Gordon A. Williams IV, FMSI EVP Business Development

• Sandy Dixon, Consultant

• Chad Davis, FMSI VP of Marketing

Your Traditional Branch Staff Approach May Be Hindering Your Sales Process • Staff quantity does not equate to quality • Highest trained staff interact the least • Which staff is more likely to upsell?

Low Product Penetration— • Below 20% for (6/10) • Improvement to upsell?

Disengaged Account Holders— • No cross-selling happening • Lost revenue potential • $400 per year for each

Advantages of Universal Associates— • Reduces branch labor cost • Improves sales and service

Individual Branch Evaluation— • One-size-fits-all approach is ineffective • Categorizing branches by size

Individual Branch Evaluation— • One-size-fits-all approach is ineffective • Categorizing branches by size

Low Volume Branches— • Less than 3,000 transactions per month • Adopting several roles • Exclusively staffed with universal associates

Mid-size Branches— • 5,000 to 10,000 transactions per month • Flexible team members • Adapting instantly to the current environment

High Volume Branches— • 10,000 plus transactions per month • Best suited for traditional banking models • Investments in branch technologies

Designing Universal Branches

Interacting in a new branch— • Maximization of space and efficiency • Purpose of branch is changing

Background • 38 year banking career – retired as EVP/Director of Operations

for Extraco Banks-central Texas • Areas of concentration: Retail, Operations, Accounting, Audit, HR • President & CEO of Sandy Dixon & Associates • Recognized industry expert: Branch transformation and

Multi/Omni channel banking

Sandy’s holistic approach enhances a multichannel strategy – transforming the branch to enrich the customer experience, reducing costs, and generating

capital to expand customer-driven multi/omni-channel demands.

Modernization – the key to staying competitive • Changing the Account Holder experience • Creating a sales/service oriented branch • Being customer centric

Measuring and Forecasting Universal Associate Activity— • Actual account holder traffic patterns • Core transactions • Platform system data

Tracking ongoing performance— • On-demand sales reporting technology • Cross-sell metrics • Comparing universal vs. traditional associates

Creating an environment for success • Branch design • Technology • Process Improvement

Wish someone had told me….. • Change management – making it easier. • Critical committees – getting the right people involved. • Team busters – recognizing them and knowing how to deal with

them. • Vendor selection – trusted advisor. Treat them that way. • Mistakes will happen. Learn and move on.

Finding the Right Employee - Internal vs. External Candidates

• Ideal scenario, but…

• Hiring outside the institution can be effective

• Hiring college students

Flying blind to sales opportunities and threats

• Extensive training is recommended

• Outsourcing the training effort

• Receiving accurate and timely insights

• Draw in account holders • More engagement in the branch • “Virtual Money Machine”

Incorporate games in your branch strategy

The Power of Community Involvement— • Open floor plans • Local retailers, win-win-situation • Attract more traffic

• Bank Satisfaction Barometer • Existing account holders concerns • What is most important?

Position your FI for 21st century challenges —

• Traditional branch approach may be costing you

• Identify which branches are a good fit for universal associates

• Leverage technology to get the most out of the universal associate model

FMSI provides performance management information and a branch staff scheduler to financial institutions of all sizes, including a workforce optimization comparative data report that allows clients to see where they rank amongst their industry peers.

– Learn more at www.fmsi.com, or call 770.619.3443 – Download all FMSI white papers and recorded webinars at

fmsi.com/resources