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Spotting Opportunities and Making Referrals

Our best tool to keep depositors loyal to our institution is in deepening the relationship we have with depositors. Our institution has a vast array of products and services that many of our depositors need and want. How do they find out about these products and services? Certainly, our marketing team makes efforts to inform and communicate those offerings to depositors in the way of radio and TV ads, newspaper ads, and direct mail pieces. But will all their efforts—none are more effective than the institution’s frontline and call center employees interacting directly with the depositor.
Upcoming
DATE

Wednesday, August 19, 2026
2:30 pm - 4:30 pm

INSTRUCTOR

Janice Branch

FORMAT

Webinar

$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • Deposit Accounts
  • General Compliance
  • Human Resources
  • Management/Employee Development
  • Sales
  • Teller
  • Branch Manager
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • New Accounts Representative
  • Private Banker
  • Teller
  • Training Manager
  • Trainer

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Frontline and call center staff are expected to assist the depositor not only with transactions and questions and concerns but also to listen to the life events shared by the depositor. These shared life events can become an opportunity for the institution to provide solutions while enhancing the relationship.

This webinar is intended to help frontline and call center staff to take their customer service skills to the highest level by looking for opportunities to promote the institution’s products and services that provide solutions for depositors, become comfortable offering products and services that help meet the depositors’ needs and grow the relationship with depositors.

What You'll Learn

  • Challenging and Changing our Mindset
  • Preparation: What it Entails
  • Product and Service Customer Targets
  • Building Product Matching Guides
  • Using Curiosity to Build Relationships
  • After the Referral: Multiplying Referrals

Who Should Attend

Branch managers, supervisors, call center personnel and frontline personnel such as tellers and new accounts personnel will all benefit from this webinar.
Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning, but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

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