Northwest Bank Operations School
Designed to advance your knowledge and career in bank operations.
The Northwest Bank Operations School provides a solid foundation upon which to build your career in banking. Designed for those looking to advance their knowledge in bank operations, this signature program explores the issues facing bank operations personnel and provides an in-depth framework to examine the operations that support bank services.
Full program: $1,450 | Additional Full Program Attendee: $1,250
Price per session: $375
One-Day Only: $250
Half-Day Only: $125
Session 1: March 14 & 15, 2017
In this opening session, you will gain an understanding of your role in the bank, the bank regulatory system and sales culture.
Tuesday March 14:
Operations: The Center of it All
Vickie Cussins, SkillPoint Professional Solutions, LLC
Utilizing her extensive, first-hand banking knowledge, Vickie Cussins will dive into the importance of you in relation to your role in bank operations. How does your role intertwine with other areas of the bank? Why is your position crucial to the bank’s overall success? This session will focus on your role in operations as the center of it all.
Overview of the Bank Regulatory System
Oregon Division of Financial Regulation
In this session, you will learn about the structure of the bank regulatory system in the United States, the regulatory examination process, and financial ratios and data that are used to assess the operating performance and financial condition of banks.
Wednesday March 15:
Sales Culture & Banking the Customer of the Future
Honey Shelton, President, InterAction Training
The term “sales culture” is often viewed at all levels of an organization as a negative, product-pushing, doesn’t work, long-term exercise that may or may not produce results. This session will identify key elements that comprise a bank’s sales environment and explore how to continuously move an organization’s culture in a direction where “sales” and “selling” are viewed as a natural extension and enhancement of your bank’s customer service philosophy.
Session 2: April 24 - 25, 2017
This second session will provide in-depth new accounts training and will help you build effective communications skills. Whether new to new accounts or seeking a refresher, you won’t want to miss this always popular New Accounts Workshop!
Monday, April 24:
New Accounts Workshop – Getting it Right!
Suzette Jones, CFP, Managing Director of Training Resources Consulting, LLC
Susan Fonteno, CFP, CTFA, ChFC, CASL, Managing Director of Sunstone Financial Consulting, LLC
Too often new account personnel receive just 20 minutes of training before opening their first account. Most of the expertise is gained “on the job”, resulting in an environment of insecurity and vulnerability for new account representatives and unnecessary losses for the financial institution. With all the new compliance regulations, it seems like we are now conducting new account “interrogations” rather than new account “interviews.” This full day session teaches new account and operations personnel proper account opening procedures and compliance requirements, the five crucial pieces of information, including proper identification and the correct TIN for every new account, and the four fundamental questions that should be asked of every potential account holder.
Tuesday, April 25:
Communication in the Workplace
Gail Tycer, The Gail Tycer Company
Gail’s comfortable, can-do style and enthusiasm inspires audiences to put her practical business communication techniques to work immediately. This session will combine the essentials of written and spoken communication in the workplace into real-life scenarios to help you build your confidence and your career. Learn how to make your point quickly, clearly, and concisely, whether writing or speaking.
Session 3: May 23 - 24, 2017
In this third session, you will focus on key areas of daily operations: regulatory compliance, recognizing and reporting suspected elder financial abuse and workplace safety and security.
Tuesday, May 23:
The ABCs of Operational Compliance
Dalia Fogarty, Director – Compliance, Compliance Alliance Inc.
Darlia Fogarty of Compliance Alliance will tackle the topic of operational compliance. Darlia will navigate through the ever-changing and multiplying regulations that you face every day and will provide you with an understating of the who, what, why and how of operational compliance.
Wednesday, May 24:
Detecting & Reporting Elder Financial Abuse
Billie McNeely, Financial Exploitation Specialist, Oregon Office of Adult Abuse Prevention & Investigations with Linda Navarro, President & CEO, Oregon Bankers Association
Financial exploitation is the most frequently reported form of elder abuse. Oregon statutes contain a “safe harbor” for bankers to facilitate reporting suspected abuse. At the same time, bank personnel must be educated and empowered in detecting and reporting suspected abuse. In this session, Billie and Linda will discuss how to recognize and report financial abuse to the appropriate authorities, ensuring that you know how to help protect your vulnerable customers.
The Safety & Security of Your Team & Bank
Marty Ogno, Security Agent, Wells Fargo
Do you know how to prevent violent incidents in your workplace? Do you know the warning signs? What course of action would you take if a threat were to overcome your bank? With his first-hand knowledge, Wells Fargo Security Agent Marty Ogno will uncover what it takes to keep your team and bank safe and secure, while discussing other timely topics such as incident types, statistics and methods of prevention.
Session 4: June 20 - 21, 2017
In this last and final session, you will focus on managerial aspects of bank operations. Your final day will include a look forward at the payments industry, explore your role in your industry and community and culminate in your graduation.
Tuesday, June 20:
Employee Supervision: Rules of the Road
Deborah Jeffries, PHR, CPC, Vice President, HR Answers
Effective supervision starts on day one. This session will help you identify strategies for making the best supervisory impression on employees. She will offer best practices that ensure you are clearly communicating and managing performance expectations. Topics to be covered include supervisor/employee relationships, conflict resolution, employee development, and company image.
Employee Performance Reviews & Interviewing New Employees
Deborah Jeffries, PHR, CPC, Vice President, HR Answers
Deborah will discuss interviewing techniques, as well as effective preparation and guidelines to follow throughout the interview process. Focusing on employee performance, Deborah will cover boosting employee morale, how to motivate employees, and steps to minimize stress during performance reviews.
Wednesday, June 21:
2017 Payment Trends & The Future Landscape
John Curtis, AAP, NCP, Senior Vice President of Education and Training, WesPay
Continued economic challenges and the emergence of new technologies present new revenue opportunities for financial institutions in electronic payments. As consumers seek greater convenience and businesses demand improved efficiencies, mobile payments may present the answer. This session will examine payment trends that have developed in the past few years which pose both opportunities and challenges for banks.
The Importance of Industry & Community Involvement
OBA Chairman Jeff Bailey, President & CEO, Bank of Eastern Oregon
“Community” plays a major role in the banking industry, and OBA Chair Jeff Bailey, president and CEO of Bank of Eastern Oregon, knows this first-hand. Jeff will discuss the crucial role of advocacy and education, and how YOU can get involved.
Graduation Ceremony & Lunch
Diplomas will be presented to full school graduates, whose supervisors will be invited to join the festivities.
To register for individual sessions, please see dates above.
Who Should Attend?
Full School: Bank employees seeking a comprehensive experience in bank operations.
Individual Sessions: Bank employees looking to boost their knowledge in specific areas.