Page 8 - Savings Institute Bank & Trust Case Study

“The universal banker template allows us to recruit and train to a much higher skill set. It takes
about 18 months to train someone to provide a universal banker experience, but longer to

develop the complete set of behavioral skills. It’s actually better to hire people with no
financial experience. You have to have a mix of employees, an age range, because we need the
Millennial as well as the Boomer. A full range of experience means we’re able to relate to a
diverse customer base. For those customers who do embrace technology and the online
experience, we have to teach them how to do that. There’s a lot of hand holding, a lot of
explaining how this stuff works, like how to bank online on a mobile device, or apply for a home
equity line of credit online. It’s very different from what people have been used to.”