Your tellers already know the procedures. The conversation at the window is what drifts.
Teller and universal banker training for community banks that installs the behaviors at the desk, the next question, the recovery and the ownership, and inspects them weekly.
Why frontline training stops working by the second week
New tellers get two weeks on procedures and compliance, a shadow shift, then a window. Universal bankers get the same plus a product binder. Six months later the branch manager is still answering every question, referrals come from the same two people, and the newest hire is already looking. The training covered everything except what the job is: a conversation with a customer under time pressure.
What to install at the window
The frontline does not need another product class. It needs three behaviors it can hold on a busy Friday, and a manager who inspects them.
Ask the next question.
Own the outcome.
Hold the standard in the huddle.
How CBI trains tellers and universal bankers
Private Skill Installs bring one skill to one frontline team at your bank: a half day on site, a written commitment from each participant, and a 30-day check-in with the branch manager to see what held. Grow deposits at the desk is the install most branches start with; the catalog lists 31 topics. Up to twenty people per cohort.
For a bank that wants every branch on one standard, the Retail Performance Installation runs four sessions with the executive team, four with branch leaders and six with frontline teams, in that order, so the manager is ready to inspect the behaviors before the frontline learns them. That order is the difference between training that holds and training that fades.
CBI does not teach cash handling, BSA or platform systems. Your core provider and compliance partners do that. CBI installs what happens between the procedures: the questions, the recovery and the ownership that decide whether the customer leaves with one account or two.
See Private Skill Installs · Retail Performance Installation · Branch leader development
Universal banker is a set of behaviors, not a job title
Banks that rename tellers universal bankers and change nothing else get the worst of both: higher pay expectations and the same transactions. The title should follow the behavior. A universal banker opens the account, asks the next question, books the appointment and owns the follow-up, and the branch manager can see each of those on a weekly sheet.
Start with the behaviors on one team. Name them, install them, inspect them for 30 days, then extend the title to the people who are holding them. Customers notice the difference before the org chart does.
Take the free Retail DriftCheck™ with your branch managers first. It shows where frontline behavior is already drifting from the standard, which tells you which install to run first.
Which offer fits
Frontline teams usually start here.
1 Client approved public use of the result but not its name. Growth reflects many factors and is not attributed solely to CBI. Past results do not guarantee future outcomes.
Common questions
Do you train new tellers on procedures?
No. Procedures, cash handling and compliance stay with your operations and compliance teams. CBI installs the conversation and ownership behaviors at the desk.
How long is a frontline install?
A half day on site for up to twenty people, a written commitment from each participant, and a 30-day check-in with the branch manager.
Can one install cover several branches?
Yes, up to twenty people per cohort. A second cohort the same day is $8,000, and a three-install track is $30,000.
What changes for the branch manager?
The manager runs a short weekly inspection of the commitments. CBI prepares the manager before the frontline session so the behaviors are inspected from week one.
Where do we start?
With the free Retail DriftCheck, then a 30-minute call to pick the first install.
Pick the first behavior. Install it in one branch.
Bring your branch count and your biggest frontline frustration to a 30-minute call. Steve will tell you which install to run first and what you should see in 30 days.