This document discusses moving from a traditional branch staffing model to a universal associate model. It provides an overview of designing universal branches, including optimizing space, changing the customer experience, and creating a sales-focused environment. The document also discusses finding and training universal associates, using technology to support them, and tips for management. Overall, it argues that a universal associate model can improve sales and reduce costs compared to only using traditionally trained branch staff.

2. • Welcome and Introductions
• Traditional Branch Staff Approach
• Universal Associate Model
• Designing Universal Branches
• A Closer Look – Sandy Dixon
• Finding and Training Universal Associates
• Technology to Optimize Universal Associates
• Management Tips
• Open Discussion Including Q&A Session

3. Submit a question or
comment via chat

4. • Gordon A. Williams IV, FMSI EVP Business Development
• Sandy Dixon, Consultant
• Chad Davis, FMSI VP of Marketing

5. Your Traditional Branch Staff Approach May Be Hindering
Your Sales Process
• Staff quantity does not equate to quality
• Highest trained staff interact the least
• Which staff is more likely to upsell?

6. Low Product Penetration—
• Below 20% for (6/10)
• Improvement to upsell?

7. Disengaged Account Holders—
• No cross-selling happening
• Lost revenue potential
• $400 per year for each

8. Advantages of Universal Associates—
• Reduces branch labor cost
• Improves sales and service
Individual Branch Evaluation—
• One-size-fits-all approach is ineffective
• Categorizing branches by size

9. Individual Branch Evaluation—
• One-size-fits-all approach is ineffective
• Categorizing branches by size

10. Low Volume Branches—
• Less than 3,000 transactions per month
• Adopting several roles
• Exclusively staffed with universal associates

11. Mid-size Branches—
• 5,000 to 10,000 transactions per month
• Flexible team members
• Adapting instantly to the current environment

12. High Volume Branches—
• 10,000 plus transactions per month
• Best suited for traditional banking models
• Investments in branch technologies

13. Designing Universal Branches
Interacting in a new branch—
• Maximization of space and efficiency
• Purpose of branch is changing

14. Background
• 38 year banking career – retired as EVP/Director of Operations
for Extraco Banks-central Texas
• Areas of concentration: Retail, Operations, Accounting, Audit, HR
• President & CEO of Sandy Dixon & Associates
• Recognized industry expert: Branch transformation and
Multi/Omni channel banking
Sandy’s holistic approach enhances a multichannel strategy – transforming the
branch to enrich the customer experience, reducing costs, and generating
capital to expand customer-driven multi/omni-channel demands.

15. Modernization – the key to staying competitive
• Changing the Account Holder experience
• Creating a sales/service oriented branch
• Being customer centric

16. Measuring and Forecasting Universal Associate Activity—
• Actual account holder traffic patterns
• Core transactions
• Platform system data

17. Tracking ongoing performance—
• On-demand sales reporting technology
• Cross-sell metrics
• Comparing universal vs. traditional associates

18. Creating an environment for success
• Branch design
• Technology
• Process Improvement

19. Wish someone had told me…..
• Change management – making it easier.
• Critical committees – getting the right people involved.
• Team busters – recognizing them and knowing how to deal with
them.
• Vendor selection – trusted advisor. Treat them that way.
• Mistakes will happen. Learn and move on.

20. Finding the Right Employee - Internal vs. External Candidates
• Ideal scenario, but…
• Hiring outside the institution can be effective
• Hiring college students

21. Flying blind to sales opportunities and threats
• Extensive training is recommended
• Outsourcing the training effort
• Receiving accurate and timely insights

22. • Draw in account holders
• More engagement in the branch
• “Virtual Money Machine”
Incorporate games in your branch strategy

23. The Power of Community Involvement—
• Open floor plans
• Local retailers, win-win-situation
• Attract more traffic

24. • Bank Satisfaction Barometer
• Existing account holders concerns
• What is most important?

25. Position your FI for 21st century challenges —
• Traditional branch approach may be costing you
• Identify which branches are a good fit for universal
associates
• Leverage technology to get the most out of the universal
associate model

26. FMSI provides performance management information and a
branch staff scheduler to financial institutions of all sizes,
including a workforce optimization comparative data report that
allows clients to see where they rank amongst their industry
peers.
– Learn more at www.fmsi.com, or call 770.619.3443
– Download all FMSI white papers and recorded webinars at
fmsi.com/resources