Changing Requirements for Branch Staffing Multi-Purpose Bankers

Generalist

Tech Savvy & Digital Native

Capable of HandlingTransactions

Flexible to TransitionBetween

Responsibilities

Consultive Selling

Complex Service Delivery andIssue Resolution

The universal banker position is definedfor multi-purpose bankers

capable of performing personal banker, teller, and customer service roles.

Tech-savvy talentfrom other retail sectors

with sales and service skills.

Retrained Tellers

Retrained Personal Bankers

Deployments are Growing Current State of Implementations

After training, most Universal Bankers are “migrating” to rolesthey are more comfortable doing

Don’t have an effective way to ensure Universal Bankersare distributing their time appropriately

Struggling with acquiring new talent with the proper skills and experience

Paying Universal Bankers more than tellers, but not getting the results expected

Which of these best describe your issues with Universal Banker (UB) deployment?

How does your bank determine where, when, and how many Universal Bankers are deployed?

No Defined Process Analytics TeamManaged Process

Some Rule of Thumb Measures

(transactions, sales opportunities,

branch type) 2016 Kiran Analytics CBA Webinar: Universal Banker

“Rather than deploying universal bankerswith a one-size-fits all approach,

banks should assess the optimal position mix for each branch utilizing insights

from data and advanced analytics.”

10%Ready to

Implement

23%Implemented

and working well

28%Implemented

and running into issues

39%Early Investigation

INTELLIGENT BRANCH TRANSFORMATION®