VIRTUAL Certified Teller Program-Frontline Excellence

Brochure

To register for this event, please print the PDF Brochure and email to edehaven@indiana.bank or mail to IBA Foundation, 8425 Woodfield Crossing Blvd, Ste 155e, Indianapolis, IN 46240

Frontline Excellence (previously referred to as Essential Teller Issues), is a program that covers 5 pivotal modules for today’s frontline professionals. This program serves as an important reminder about the significance of their role, serving as the CEOs of the customer experience and reinforcing the importance of their actions and reactions as a reputation builder for your brand.

As an innovative addition, we have included an extra appendix module that houses a wealth of resources aligned with each module covered.

This program is information rich. Attendees leave with a renewed dedication to achieve excellence in their roles. Each attendee will leave with a comprehensive training manual, acting as a valuable workplace reference. Esteemed as the nation’s most dynamic teller training experience, this presents a unique opportunity to elevate your entire front-line team toward an exceptional level of performance.

Agenda

March 4, 2025

5:30 p.m. Registration & Log In
6:00 p.m. Program Begins
8:00 p.m. Program Adjourns

*All times in EST

Topics

Professional Maturity

Gain flexibility
Manage your image
What you say, how you say it
Reputation
Manage your emotions
Confidentially
Courtesy, kindness and professionalism

Follow Procedure

Handle cash like a pro
See to the details
Be aware of your surroundings
Maintain vigilant compliance

Scrutinize Transactions

Verification concerns
Check cashing guidelines
Identification rationale
Dissecting transactions
Fraudulent Schemes and Scams

Provide Extraordinary Service

Make their day
What the customer wants
Effective communication
Five habits of highly effective tellers

Ace Cross-Selling and Referrals

Product knowledge proficiency
Be inquisitive, engaging and prepared
Spot opportunities; Start conversations
Suggest solutions as the expert

Master the Balancing Act

Ten things you must do
Six things you never do
Avoid outages and interruptions
Eliminate transpositions

Speaker(s)

Vicki Kraai is CEO of InterAction Training. A company passionate about professional development training and education.

Vicki’s 25+ years of Community Bank experience started at the family bank in rural Nebraska, serving as a bank teller and eventually becoming CEO. Vicki’s many years of banking include credit card lending experience where she was a member of the management team that launched the Cabela’s credit card program. She has a passion for developing people for success in the financial services industry. Banker’s value Vicki’s highly engaging “been there, done that” approach to all facets of her training and speaking engagements.

Vicki shares her expertise and experience as a faculty member for State Bank Association Schools and the Graduate School of Banking in Madison, WI.

Here's what attendees are saying:

Vicki was friendly and open to conversation, and she was easy to understand.

I wish Vicki would have had more time, but I really enjoyed the program.

Vicki made me feel very excited to go back to work and play my role with a more inspiring attitude.

Additional Information

Who Should Attend?

Tellers, front-line professionals, anyone who has customer contact and those responsible for training and managing the customer experience.

Fees

	IBA Member	Non-Member
1-4 People	$89 Each	$99 Each
5-9 People	$84 Each	$94 Each
10 or More	$79 Each	$89 Each

The fees above include the program, and training materials.

location

Provided Virtually via Zoom technology!

Association Contact

For More Information or to Register Contact

Elizabeth DeHaven, Education Manager
edehaven@indiana.bank

Cancellation Policy

The IBA will send confirmations for its program. For more information contact Elizabeth DeHaven at 317-387-9380 or you may e-mail: edehaven@indiana.bank. Within three or more business days prior to the day of an educational program, no cancellation charge will be assessed. Within two days prior, 50% of the fee is assessed. Refunds are not provided for cancellations the day before or absences on the day of the program. Substitutions are welcome at any time.

Event