Step Nine: Training and Customer Service

Before the launch of a Bank On initiative, all partners, especially financial institution employees, should be trained appropriately to discuss the program and product with potential accountholders and to understand their role in referring customers, providing financial education and tracking customer data. In particular, Bank On program leaders must develop a training system for branch staff of financial institutions. A continuous training plan should be in place to mitigate the effects of employee turnover.

Training Staff from Financial Institutions

Potential customers typically first encounter the Bank On program by interacting with bank, credit union and community organization employees. If the customers do not have positive experiences, stories of their first impressions spread by word of mouth and can hamper broad participation in the program. Additionally, if bank and credit union staff are not trained to refer clients to a Bank On account and to track client participation, programs will not be able to evaluate results effectively. Programs must develop a training plan for their partners and determine which group will deliver the training.

One option is to create a “train-the-trainer” model in which Bank On program staff or committee members develop a training program and deliver it to the staff at each financial institution who will then train their colleagues. This option can mitigate training gaps due to employee turnover. However, it is recommended that a representative of the lead agency or steering committee attend at least one training session at each financial institution to ensure trainings are properly conducted and to thank the bank and credit union employees for their participation and support.

Developing Customer Service Systems

Although Bank On program leaders must train all partners, including community organizations and relevant city departments, training is most important for financial institutions. The appropriate subcommittee must develop a training program for branch staff, set a schedule for trainings and ensure that all bank and credit union staff receive training before the launch of the Bank On initiative. Programs must also ensure that training plans take into account ongoing employee turnover and the need to continually train new staff. Local officials should address customer service training during the planning phase.