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.
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: