2026 Universal Banker Certification Series

As in-branch transactions decline and technology advances, Front-Line Retail Team Members must deliver outstanding service in lean staffing models. Universal bankers need to be knowledgeable, client-focused, flexible, and proactive, serving both traditional and modern clients by shifting from order-taking to problem-solving, advising, and building loyal relationships.

This certification program equips modern Retail Bankers with skills for exceptional service, problem-solving, quality referrals, risk management, and building profitable client relationships. It includes practical tools like job aids, examples, checklists, and real-world scenarios. Attendees who complete the program will receive a Certificate of Completion.

Universal Banker Certification is a four-part, interactive, virtual learning series designed to provide a Retail Banker the tools necessary to build long lasting, loyal relationships with customers.  Each session is 3 hours in length.

Target Audience: All Retail Banking Team Members in customer contact roles including Tellers, Personal Bankers, Customer Service Representatives, Call Center Team Members, Retail Lenders, Universal Bankers, and their managers.

Benefits of the Series:

• Serve Clients Proactively
• Build a Professional Brand
• Communicate for Impact and Results
• Become the Source for the Exceptional Customer Experience
• Move from Order Taker to Relationship Builder
• Maximize the Customer On-Boarding Experience
• Make Referrals Simple
• Build Client Loyalty in the Digital Era
• Expand Networking, Ambassadorship, and Business Development Skills
• Identify and Prevent Fraud
• Manage Difficult Customer Situations Effectively
• Handle Transactions Efficiently and In Compliance
• Do More with Less: Planning, Prioritization, and Productivity Strategies