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Frontline Fundamentals

June 7, 2021 - June 10, 2021

Honey Shelton and Karen Butcher host a custom 2.5-hour frontline fundamentals workshop.

Participants will heighten their awareness and learn techniques for selling, delivering service, and compliance follow-through. The aim is to make staff more confident and capable of making the most of customer interactions.

Covered Topics

  • Stay alert for money laundering scams
  • Be on guard for the latest scams, counterfeit ID, currency and checks
  • Understand the critical pieces to REG CC and BSA for the frontline
  • Turn a complaint into an opportunity
  • Manage tough questions like a pro
  • Convey the why and how associated with policies and regulations in customer-friendly language
  • Quickly identify what products or services are a good match for your customer
  • Cement the customer’s relationship with your bank with tasteful cross-selling and referral skills
  • Grow interest from regulators about compliance concerns
  • Understand risks associated with oversight or ho-hum attitudes when it comes to sales, service, and compliance
  • See the benefits of teamwork and quality service
  • Learn five things to always do when waiting for a customer
  • Identify seven products every customer should have
  • Review a frontline-related checklist that hits home on audit and compliance


June 7, 2021
June 10, 2021
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