Jun 25, 2026
As in-branch transactions decline and technology advances, Front-Line Retail Team Members must deliver outstanding service in lean staffing models. Universal bankers need to be knowledgeable, client-focused, flexible, and proactive, serving both traditional and modern clients by shifting from order-taking to problem-solving, advising, and building loyal relationships.
This certification program equips modern Retail Bankers with skills for exceptional service, problem-solving, quality referrals, risk management, and building profitable client relationships. It includes practical tools like job aids, examples, checklists, and real-world scenarios. Attendees who complete the program will receive a Certificate of Completion.
PDF Brochure
Agenda for All Sessions
1:45 pm - Zoom Waiting Room Opens
2:00 pm - Program Begins
5:00 pm - Program Adjourns
All times in EST.
Session 1: The Necessity of Universal Banking
Session 2: The Branding Differentiator
Session 3: Value Added Banking
Session 4: Build Quality Relationships
Christie Dexler
Christie Drexler is the Owner of Drexler Consulting, LLC, a financial services consulting and training business focused on developing purpose-driven, competent, servant leaders in all roles of banking. In association with Performance Solutions, Inc. and Dianne Barton, Christie has offered training and consulting services through Drexler Consulting, LLC, for the past five years. In addition, Christie has 26 years of direct experience in the financial services industry, working for both community and large regional banks. Her experience has been expansive to include successfully navigating retail and commercial banking careers.
Josh Collins
Josh Collins has been creating content and facilitating courses as part of the Drexler Consulting team for the past two years. He has twelve years of direct banking experience serving in various leadership roles in retail banking, human resources, and talent development. Josh’s background includes developing and facilitating banking, customer service, and leadership and culture development training programs.
Who Should Attend?
Universal Banker Certification is a four-part, interactive, virtual learning series designed to provide a Retail Banker the tools necessary to build long lasting, loyal relationships with customers. Each session is 3 hours in length. All Retail Banking Team Members in customer contact roles including Tellers, Personal Bankers, Customer Service Representatives, Call Center Team Members, Retail Lenders, Universal Bankers, and their managers would benefit from this series.
IBA Members
$795 First Registrant
$695 Additional Registrant
$1,590 All Non-Members
Participation in IBA programs is limited to members, associate members, and nonmembers from an eligible membership category at
Virtual Training
Participants will have the ability to join from wherever you're located from the convenience of your computer. All 4 sessions of this course will be run via Zoom technology. We look forward to seeing you online!
You will receive your manual 4-5 days in advance should you want to print this to have during training. At this time, you will also receive log in instructions. This is a completely LIVE virtual training where you will be able to ask questions directly to the speaker.
Laurie Rees, Senior Vice President of Professional Development
LRees@indiana.bank
Molly Gibbs, Assistant Vice President - Education & Training
MGibbs@indiana.bank
Susan Clark, Professional Development Coordinator
SClark@indiana.bank
Silvia Regalado, Professional Development Coordinator
SRegalado@indiana.bank
The IBA will send confirmations as requested for its programs. For more information contact Molly Gibbs at 317-387-9380 or mgibbs@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.