Efficient e-learning for banks: onboarding and job simulation

“Oops, a new face again?” Customer reactions like these are part of everyday life for bank branch employees. There is a high turnover of staff, especially in the retail area of banks. New faces are regularly behind the counter. And they need to be reliably trained so that they can do their job well in a sensitive field. Such training phases are usually very resource-intensive. At skillbest, we have looked at the typical work processes of branch employees and developed an innovative e-learning program for banks that addresses this problem and takes the pressure off both employees and the company.

Initial situation digitization

The problem

In the banking sector – and especially in the retail sector – there is usually a high level of fluctuation. It is common for employees to change careers or change jobs within the company. As a result, new people have to be hired and trained as customer advisors on a regular basis. Banks also like to take on interns, who also need to be adequately trained. This training and induction is time-consuming and resource-intensive, as the new employees are dealing with the sensitive topic of finance and need tailor-made help to get started.

skillpractice

The solution

At skillbest, we have developed a solution in our e-learning forge that addresses the problem areas mentioned: Our e-learning for banks enables digital dry training, the structure of which is modeled on the conditions in a bank branch. New or potential employees experience everyday branch life and try out typical work processes. With the help of e-learning for banks, new employees also get to know the different types of customers and their needs. At the same time, the most important corporate values can be conveyed, so that e-learning for banks can be used both as a job simulation and as an effective onboarding tool.

Areas of application

Onboarding new employees
Training of interns and trainees
Communication or sales training
Job simulation in the application process
Communicating values and corporate culture

Advantages

Saves time and personnel resources
Consolidates standardized workflows
Relieves experienced colleagues
Makes it easier for short-term temporary staff to get started
Provides HR department with a picture of qualifications

Slip into a role

"What's on the agenda for today?"

Not all branch work is the same. The retail business of a bank consists of different work processes that need to be trained accordingly. In our e-learning for banks, new employees can slip into different roles and get to know and practise the various work processes – classic support at the counter, operating the payment machines, working in the back office.

Realistic conversation simulations

"Good to see you, Mr. Neumann!"

The focus of work at the counter is on contact with different customers. Even if the work steps are similar in each case, the individual needs of customers differ greatly. Employees must demonstrate empathy, recognize these needs and address them accordingly. Our e-learning for banks prepares employees for the different types of customers and depicts realistic conversations.

Answer telephone or e-mail inquiries

"Hauptplatz branch, what can I do for you?"

Work in a bank branch is not limited to face-to-face contact. Employees also receive inquiries over the phone or by email. In such cases – for example, when it comes to adhering to banking secrecy or compliance guidelines – appropriate dry training is required before the actual deployment in the branch. Our e-learning for banks can provide this and prepare future employees for tricky situations.

Training phases do not have to be time-consuming and resource-intensive. Our e-learning for banks significantly reduces the workload for both employees and companies.

Managing Director Günther Veit on e-learning for banks

How did you come up with the idea of developing e-learning for banks?

We all know it: almost every time we visit a bank, a new face greets us at the counter. There is a high turnover in the industry. We have taken this fact as an opportunity to develop an e-learning course for banks that solves the problem resulting from this high fluctuation – namely time and resource-intensive training phases.

What is the great asset of your e-learning for banks?

Our e-learning for banks enables us to replicate almost all the steps involved in day-to-day branch operations. On the one hand, this involves talking to and supporting customers, but we can also replicate the work steps that take place on the screen. This means that working with accounting software can also be practiced.

Will there be no more face-to-face training sessions in future?

We believe that both are needed: of course you should exchange ideas with experienced colleagues and learn from them. But tailored e-learning is simply better suited to teaching standardized work processes. New or future employees can complete digital dry training and practise work steps in peace and without stress. This not only relieves the burden on the employees concerned, but also on the banks.