Retail Banking Sales & Leadership Conference
Grow Your Branch Like a Business
Washington Athletic Club
March 5, 2020
8:30 – 9:00 am Registration and Continental Breakfast
9:00 – 9:15 am Welcome
Glen Simecek, President & CEO, Washington Bankers Association, Seattle, WA
Kelli Nielsen, EVP, Retail Banking and Marketing, 1st Security Bank of Washington, Mountlake Terrace, WA; WBA Retail Bank Committee Chair
9:15 – 10:45 am Culture Eats Strategy for Breakfast
Kristen Hadeed, Founder, Student Maid, Gainesville, FL
What would it take to keep an endless stream of college students lining up to clean toilets, scrub tubs, mop up messes, and keep coming back for more? After years of running her own cleaning company and working with businesses in other not-so-glamorous industries, Kristen has learned a thing or two about how to attract and retain talent. What she’s discovered is that it’s not about the job, the pay, the fancy office, or the perks. It’s all about the culture.
In this funny, bold and brutally honest presentation, Kristen shares what she’s learned as an entrepreneur who built a cleaning company with an industry-leading retention rate and as a consultant for a wide range of businesses around the world. She’ll challenge you to reflect on the current state of your bank’s culture and to assess candidly what you could be doing better. If your culture is already strong, she’ll help you to take it to the next level. You’ll walk away from this keynote with practical, actionable ideas to make your organization a place where people feel like they belong and want to stay, no matter what the job may be. If Kristen can keep college students coming back to clean toilet bowls, imagine what you can do at your organization!
Key takeaways:
● Learn practical ways to attract and retain talent in your industry
● Discover how to find purpose and meaning in your work
● Recognize the ingredients of a healthy culture
● Reflect on the current culture of your organization, determine what needs improvement and identify actions you can take to bring about change
● Learn the difference between a management mindset and a leadership mindset
● Develop a new perspective on failure as an opportunity to build resilience
● Gain tools to help people build stronger relationships, excel at problem-solving, give and receive feedback more effectively, and take ownership of their growth and development
10:45 – 11:00 am Coffee Break
11:00 – 12:00 pm Run Your Branch Like a Business
Matt Mullet, CFO, 1st Security Bank of Washington, Mountlake Terrace, WA
Matt will incorporate a case study, looking at two different banks to determine which bank is more profitable and why. He will cover what we can do to help influence changes in your own branch budget and how to sell the relationship, the access to great products and service, not rate. Matt will address deposit mixes and why some accounts are more profitable than others. This session will have attendees work in groups.
12:00 – 12:30 pm Culture by Design vs. Culture by Default
Derryl Willis, SVP/Retail Banking Regional Manager, HomeStreet Bank, Seattle, WA
Derryl will touch on how culture on your team must be clear, how to integrate technology as a tool, and how to create reasons to bring customers into the bank.
12:30 – 1:45 pm Networking Lunch & Book Signing
Keynote speaker Kristen Hadeed will be signing copies of her book, Permission to Screw Up.
1:45 – 2:45 pm Digital Banking to Brick and Mortar – Balancing Past and Present
Dave Herbison, SVP/Director – Digital Banking Strategy, Banner Bank, Portland, OR
Learn from one of the industry’s most knowledgeable digital banking strategist, Dave Herbison. He has developed an enticing presentation that will explore how retail bankers need to understand how to marry the brick and mortar aspect of the business with the needs of customers in a digital world. This session will cover how to attract and retain customers by building trust with in-branch and digital offerings, managing branches proactively and using new technology to continue building those relationships.
2:45 – 3:00 pm Coffee Break
3:00 – 4:00 pm Happy Employees = Happy Customers = Happy Shareholders
Deborah Lumpkin, Senior Partner, Centier Bank, Merrillville, IN
How does this $4.8 billion family-owned bank earn national recognition by American Banker as one of the Best Places to Work For -- and accolades from Forbes as the #1 Best Bank in Indiana? Simple. It starts with its associates. Learn how Centier recruits, hires and retains its associates to deliver remarkable experiences to its clients.
What You’ll Learn:
• Incorporating the bank’s five values (Caring. Loyalty. Integrity. Friendship. Fun.) into the bank’s culture.
• Recruiting and hiring job candidates to fit the bank’s Servant Heart culture, brand and service expectations
• Building an environment that engages and retains the best associates
• Incorporating Servant Heart Sales into a service culture
• Creating a culture where clients are treated like family
• Involving associates at all levels in creating the brand and client experience
4:00 – 4:30 pm Wrap Up
Derryl Willis, SVP/Retail Banking Regional Manager, HomeStreet Bank, Seattle, WA
This session will be high energy and have solid takeaways. Derryl will review accepting the idea of screwing up, importance of branch culture, setting expectations with customers, selling the “education” and relationship - not the rate, building bench strength and utilizing technology as an enhancement for more comprehensive customer experience.
4:30 pm Prizes and Adjourn