As part of Valley Bank’s conversion from the Miser platform to FIS, it had to train approximately 1,200 Retail Banking and Deposit Operations associates (33 percent of the workforce) to perform customer transactions using software called TellerInsight. However, as part of the conversion process, associates would not get access to Valley’s customized production environment until right before conversion. While the bank did have a testing environment used by Learning and Development (L&D) to train associates, it needed to think of a way to continue to reinforce the learning as the go-live date grew closer to ensure associates felt comfortable and confident performing customer transactions without impacting the customer.
Program Details
In response, the L&D department built training profiles in the test environment and provided learners with fake deposit and withdrawal slips to use for practice while in class. The class was faciliated in person, and each associate was provided with a scanner and access to the test system to help them become familiar with utilizing the new application to process all types of transactions.
Once associates completed the training, they didn’t have access to the test environment to continue to practice, so L&D utilized Adobe Captivate to create online hands-on simulated practice demos and exercises and assessments for associates to leverage. The practices were scenario based and guided learners through the steps, while the assessment captured clicks and reported the scores back to the learning management system (LMS) so L&D could assess a learner’s ability to complete each task and see where associates needed reinforcement. Valley Bank utilized the Class.com platform, which allowed it to train in person and virtually at the same time an audience that spanned four states. The software allowed the trainer to monitor and track user engagement levels.
L&D also leveraged gamification software called Trivie, which allowed learners to increase their knowledge retention while climbing the leaderboard and gaining badges.
After go-live, L&D offered targeted workshops focused on tasks with which associates struggled and continued to utilize the gamification platform and hands-on simulated practice excercises to reinforce the learning.
Results
Customer surveys were distributed and tracked through Qualtrics. After converting to the new platform, the fourth-quarter 2023 customer overall satisfaction score dipped a tiny bit, primarily due to issues encountered during conversion that impacted the bank’s customers. But the satisfaction score quickly jumped back to 4.9 out of 5 and 8.2 out of 10 for the Net Promoter Score (NPS) in first quarter 2024.
