A digital banking conversion requires a leader within the financial institution who will take responsibility for ensuring employees who need to be well-versed in the new system are properly trained. In addition to scheduling staff training, this person will play a pivotal role coordinating in-house training sessions with the digital banking provider for the project.
Customer service representatives, back-office personnel, tellers, retail operations, and anyone who manages a virtual channel at the FI will require formal training provided by the vendor. Given the extent of training needs, the coordinator must possess solid communication and planning skills—and understand both the front- and back-end applications soon to be in place across the FI.
Some tips for the training coordinator
- A fairly easy and straightforward way to go about creating a training plan, and the assets associated with it, is to simply think about the various applications that comprise your digital banking ecosystem, and the parties who will interact with them.
- The digital banking provider should definitely provide some of the training material. Before entering into the conversion, ensure the vendor will deliver the training materials needed.
- There will be overlap in the training. This can be even more challenging when dealing with multiple front- and back-end applications. Given these overlaps and multiple applications, make sure the training integrates these various systems.
- Usually, back-office personnel should be well-versed in the customer-facing applications and the back-office admin utility, as should customer service reps. Ideally, it’s highly recommended that front-line personnel also know both the front- and back-end applications.
Working with marcom
In addition to coordinating training sessions, the person who serves in the training coordinator role will work closely with the person managing marcom efforts, in order to create learning tools and training aids such as cheat sheets, FAQs and tutorial videos for FI personnel and account holders. It also will be important to work with marcom to communicate areas of differentiation between the incumbent solution and the new one. Doing so will minimize confusion among FI personnel and account holders when the new system goes live. If needed, additional training related to this differentiation may be required.
These tips and more can be found in our report, Preparing for a Successful Digital Banking Conversion
This is the last blog post in the series on preparing for a successful digital banking conversion. We’ve covered organizing tips and critical roles in the digital banking conversion. For reference, here are the other blogs in the series in order of publication:
Part 1: Making the move to digital banking?
Part 2: Assigning roles for a digital banking conversion
Part 3: Include marcom in your digital banking conversion plan
