The Competitive Edge for Banks Credit 4 Keys to Quality eLearning in the Credit EnvironmenteLearning is the answer for many banks looking to train their commercial and consumer credit staff quickly and cost-effectively. It may be the answer for yours as well. When evaluating online learning solutions, be sure to take into account the following elements:
Learn more about improving credit performance ... Sales & Service Scorecard Coaching Best Practices (Part 2 of 4)Scorecard coaching (coaching direct reports to achieve outstanding and predictable results) is one of the primary responsibilities of managers at all levels in a customer-centric arena like sales and service. To have the greatest impact in scorecard coaching conversations, managers must master four specific coaching best practices, the second of which is: Provide Balanced FeedbackWhen providing feedback, managers should focus on five key areas:
Look for the third scorecard coaching best practice, Action Planning, next week. Learn more about improving sales and service performance ... Leadership Help Employees Commit to an Organizational ChangeResearch shows that it takes at least 30 days to make a new behavior into a habit. As an employee moves toward committing to an organizational change, his/her manager should focus on the activities and on the effort of trying, more than on the effectiveness of results—the desired results may not be forthcoming immediately.
Learn more about improving leadership performance ... Featured Papers A New Era in Retail Financial ServicesGet your complimentary copy of Omega's guide to harnessing the profit potential in creating, advancing, and sustaining customer connections. Leading People Through ChangeAvailable for download now is Omega's essential guide for building your change resilience, coaching your people to commitment, and increasing business results. Join Us Online for these Live Presentations Corporate Finance: |
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Tips and Techniques to Improve Performance
Tuesday, April 29, 2008
Tuesday, April 22, 2008
The Competitive Edge for Banks Credit 6 Keys to a Quality Credit Skills AssessmentA skills assessment is a great first step to assuring consistent performance for credit quality. Here are six features to consider when choosing one: Measurement reports that indicate how lenders score as a group and individually in each of the content areas. Objective, uniform results that measure the same standard of performance throughout the organization. Field-tested questions to ensure they measure the skills they are intended to measure. Flexibility so it can be tailored to the requirements and specialized lending practices of the institution. Rapid and accurate scoring so the skill-building phase can immediately begin. Online delivery for convenient, cost-effective implementation. Learn more about improving credit performance ... Sales & Service Scorecard Coaching Best Practices (Part 1 of 4)Scorecard coaching (coaching direct reports to achieve outstanding and predictable results) is one of the primary responsibilities of managers at all levels in a customer-centric arena like sales and service. To have the greatest impact in scorecard coaching conversations, managers must master four specific coaching best practices, the first of which is: Utilizing a High-Impact Questioning Strategy |
Thursday, April 17, 2008
The Competitive Edge for Credit Unions Performance Improvement Tip 10-Point Checklist for Providing a Stellar Member ExperienceAchieving a high level of member satisfaction requires staff to effectively manage the member experience. Here are 10 key principles to help them provide outstanding service in every member interaction:
Learn more about improving your credit union's performance ... Featured Paper Leading People Through Change Available for download now is our essential guide for building your change resilience, coaching your people to commitment, and increasing business results. Download now ... Join Us Online for these Live Presentations Commercial Real Estate Loan Analysis: Improving Underwriting Skills for Today's Credit Environment Come See Omega Business Lending and Other Business Services Conference Quick Links Our Website | Events | Omega News | About Us | Complimentary Resources |
Tuesday, April 15, 2008
The Competitive Edge for Banks Credit 3 Steps to Sound Loan DocumentationInadequate loan documentation poses serious threats to your bank's profitability, credit quality, and reputation in the marketplace. Proper documentation procedures include more than just filling out the forms. Lenders must know what documents are required and why, be able to answer all questions about the loan they have made, and prove what they have done is in accordance with the law. Establishing clear standards - Develop documentation checklists for lenders to use in choosing documents for new loans and diagnosing documentation errors in existing loans. Training staff to consistently use the standards - Training should include the "whys" behind the choice of documents and identifying situations in which documentation must be tailored in order to fully capture the loan agreement. Learn more about improving credit performance ... Sales & Service Address Referral Opportunities to Create Customer ConnectionsIn order to provide an exceptional customer experience and connect with each customer, tellers need top-notch service skills. Tellers need to listen to customers so they can take care of their requests; however, that isn't enough to build customer loyalty. Tellers must also uncover additional needs in order to refer customers to the appropriate partner. Here's a three-step process tellers can use to address referral opportunities and create stronger connections with your bank's customers: Tell - Tell the customer what he/she heard or saw and check for accuracy. Ask - Ask questions to determine the customer's interest. Give - Give referral information by establishing the credibility of the referral partner, explaining next steps, and introducing the customer to the partner. Learn more about improving sales and service performance ... Leadership 3 Must-Have Coaching Skills for Managing ChangeOne of today's key management challenges is keeping people focused, motivated, and productive during periods of organizational change. When change becomes reality, it is critical for managers to have the skills and tools necessary to coach their staff on how to handle it effectively, and transition more swiftly toward commitment to the change. Here are three high-impact coaching skills critical to leading people through change: Creating dialogue - Question to encourage self-discovery, demonstrate listening by paraphrasing, and provide specific examples. Balanced feedback - Discuss the employee's successes before opportunities, ask first then tell, and focus on the employee's future behavior. Problem solving - Link results to the employee's specific behaviors, handle obstacles by asking not telling, and request specific "did well" and "next time" action steps. Learn more about improving leadership performance ... Featured Papers A New Era in Retail Financial ServicesGet your complimentary copy of Omega's guide to harnessing the profit potential in creating, advancing, and sustaining customer connections. Leading People Through ChangeAvailable for download now is Omega's essential guide for building your change resilience, coaching your people to commitment, and increasing business results. Join Us Online for these Live Presentations Commercial Real Estate Loan Analysis: |
Thursday, April 10, 2008
The Competitive Edge for Community Banks Visit Omega's New & Improved Website, Featuring:
Performance Improvement Tip 4 Steps to Top Lending PerformanceIn order to deliver the results your community bank is seeking, lenders must develop a high level of competence, as well as apply sound, consistent standards in all of their risk analysis and decision-making. Here are four strategies for building and maintaining a high-performing credit team:
Learn more about improving community bank performance ... Feature Paper A New Era in Retail Financial Services
Get your complimentary copy now ... Complimentary Web Events Join Us Online for these Live Presentations Commercial Real Estate Loan Analysis Corporate Finance More events ... Where to See Omega at ... ABA Commercial Lending School Southeastern School of Commercial Lending Graduate School of Banking Graduate School of Banking - Colorado Virginia School of Bank Management More events ... |
Wednesday, April 09, 2008
The Competitive Edge for Contact Centers Visit Omega's New & Improved Website, Featuring:
Tip of the Week 4 Ways to Handle Upset CustomersSometimes, despite a contact center agent's best efforts, a routine call turns into a challenging customer situation. When this happens, agents should keep in mind the following guidelines:
Learn more about improving contact center performance ... Feature Paper Leading People Through Change
Get your complimentary copy now ... Feature Diagnostic Contact Center Health CheckHow healthy is your contact center?
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Tuesday, April 08, 2008
The Competitive Edge for Banks Visit Omega's New & Improved Website, Featuring:
Credit The Facts on Financial AccountingAre your lenders speaking the same language? Do they understand how to interpret financial information and how to avoid being misled by accounting treatments? How well are they able to analyze the accounting risks inherent in alternative presentations of financial information? Understanding how cash flows through a business is fundamental to sound commercial lending. When lenders understand how financial accounting issues and practices affect the financial statements being analyzed, your bank benefits from:
Sales & Service Be a Principled NegotiatorPrincipled negotiation helps to deliver solid, profitable customer relationships. Here's what it takes to succeed as a principled negotiator:
Principled negotiation builds relationships naturally by understanding and focusing on needs, not tactics. Leadership 4 Best Practices of Leading Through ChangeIn today's business climate, change is unavoidable. When a specific change is already in progress or there is one about to be launched, your bank's managers need a specific set of competencies in order to guide their people through the change process so that the benefits of the change can be realized. Here are four best practices for managers who are leading through change:
Feature Paper A New Era in Retail Financial Services
Web Events You Won't Want to Miss Join Us Online for these Live Presentations
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Thursday, April 03, 2008
The Competitive Edge for Credit Unions Performance Improvement Tip Connect with MembersCreating positive and memorable member connections at the front line is key to increasing member satisfaction and loyalty to your credit union. Your tellers and teller coordinators can create member connections by:
Feature Paper Leading People Through Change Available for download now is our essential guide for building your change resilience, coaching your people to commitment, and increasing business results. Where to See Omega at ...
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Wednesday, April 02, 2008
The Competitive Edge for Contact Centers Tip of the Week Use Skill Builders to Reinforce Sales and Service SkillsManagers of high-performing contact centers know that training and development is linked to higher employee retention and productivity. Foundational training is essential to get new contact center agents grounded in the basics. Ongoing reinforcement training is the key to long-term behavior change in the contact center environment. Continually building on the skills and behaviors learned in initial training workshops gives agents additional sales and service tools they need to provide a dynamic customer experience. A convenient, time- and cost-effective way to administer additional skill building is through online skill builders. Eliminating the hassle and cost of travel, and excessive time away from work, online skill builders are an effective way to:
Skill builders can help improve your contact center's productivity and efficiency as well as increase your sales and service results. Feature Paper Leading People Through Change
Feature Diagnostic Contact Center Health CheckHow healthy is your contact center?
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Tuesday, April 01, 2008
The Competitive Edge for Banks Credit Stay on Top of Consumer Lending RegulationsConsumer lending rules are constantly changing, and the implications on both credit risk and operations risk are significant. Ensure your consumer lenders have the most current knowledge of lending regulations by providing training and refreshers that teach:
Mitigating credit risk and avoiding consumer compliance exposure is dependent upon the regulatory knowledge of your lenders and how they apply it in making and justifying loan decisions. Sales & Service 4 Best Practices of Scorecard CoachingScorecard coaching (coaching direct reports to achieve outstanding and predictable results) is one of the primary responsibilities of managers at all levels in a customer-centric arena like sales and service. To have the greatest impact in scorecard coaching conversations, your managers must master four specific coaching best practices:
Managers who conduct highly efficient scorecard coaching sessions with their direct reports derive the greatest value from your bank's top performers, convert average performers to top performers, and create prompt and sustainable increases in sales growth, customer loyalty, and profitability. Leadership 10 Tips for Managing ChangeOrganizational change represents both a challenge and an opportunity. By taking advantage of the opportunities a particular change represents, managers and their staff will adapt to the new way of doing business more easily and begin to see the benefits of the change more quickly. To successfully navigate the change process, managers must:
Feature Paper A New Era in Retail Financial Services
Web Events You Won't Want to Miss Join Us Online for these Live Presentations
Where to See Omega at ...
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