News

ABA intros universal banker training certificate

The program reflects the growth of the self-service branch and the transition from teller service to single-contact banking assistance.

August 22, 2014

​Reflecting the growing popularity of the teller-free, self-service transformed branch, the American Bankers Association has introduced a new ABA Universal Banker Certificate. The program aims to prepare frontline branch staff to serve as a single point of contact for the diverse needs of walk-in customers, an ABA news release said.

The job responsibilities of universal bankers can range from basic transaction processing to product and service sales and referrals. The certificate curriculum focuses on key product knowledge, relationship building, customer service and expert referral skills, ABA said.

“Banks are responding to changing consumer needs by transforming their branches to provide a seamless customer experience, and well-trained universal bankers are vital to their success,” said Jim Edrington, executive vice president of the professional development group at ABA. “This new certificate helps banks cross-train their frontline staff in multiple disciplines so they can confidently assist customers with anything from depositing a check to applying for a mortgage.”