Combine Your Millennial Strategy for Employees and Customers to Build a Stronger Culture and Brand Simultaneously

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1 Combine Your Millennial Strategy for Employees and Customers to Build a Stronger Culture and Brand Simultaneously Lindsay Green Senior Vice President Managing Director of Extraco Consulting

2 Affiliate Company Central Texas Footprint Retail & Commercial Banking Small Business Consumer Finance Investments Trust Mortgage Insurance 2011 MAVERICK BANKER OF THE YEAR Celent Model Bank of the Year 2011

3 Proven Results Built Growth and Efficiency Grew Loans Grew Deposits Reduced Staff Reduced Turnover Reduced Paper Costs Established Talent & Leadership Created a New Customer Experience Cut transaction time in 1/2 Flexible & Mobile staff Greater customer access, fewer branch hours Improved Customer Surveys Internal Talent Pool Improved job skills Career Paths Grew Leadership

4 SWARM Banking

5 Focus on the Why a Change in Mindset is Necessary!

6 Millennials

7 Source: American Bankers Association Statistics

8 Source: American Bankers Association Impact

9 Source: American Bankers Association What Does it Mean?

10 Conflicting Research

11 How Does this Impact Recruiting? Type of Employee to Hire Recruiting Strategies Remember: 44% of the Workforce in 5 Years

12 Hiring Right Hire a New Type of Employee Personality Quality Conversations Flexibility Willingness/Passion for Learning Part timers? Pay for the job

13 Virtual Teller Machines Cash Recyclers itms Deposit Enabled ATMs Mobile Capture Remote Deposit Automated Loan Scoring Platform Coin Machines Digital Marketing Charging Stations Fraud Alerts Social Media Technology

14 Where do you Recruit? Prior Banking Experience isn t Necessarily an Attribute!?! Previously Worked in Retail or the Restaurant Industry Seeking a Long-term Career Willing to be Challenged to Grow College Degree? Appropriate Balance Job Boards

15 Employee Referral Program Who would understand your culture better? Builds loyalty Builds confidence value of opinion Structured/progressive pay out After 90 days of employment One year anniversary of employment

16 Change in Expectation Review/Upgrade Job Design Centralized or Regionalized Hiring for Uniform Expectations Flexible and Mobile Employees Consistency in the Employee and Customer Experience Well-rounded Work Force

17 Panel Interviews Video Pre-Screen Ideal Participants PEER Panel Training Certification Panel Routines Consistency for Each Candidate Communication to Human Resources

18 Interview Process Reminder: Pre-screen by HR has already taken place Multiple Rounds Round 1 Expectation Setting Round 2 Specific Examples Round 3 Drill-down Questions Simulation(s) Up to 5 Rounds Possible Scheduling and Investment of Time

19 Training University Consistent Customer and Employee Experience Centralized Training for Uniform Delivery Our Version of Flight Training School Graduation and Anniversary Refresher Ongoing Training Certification

20 Ongoing Routines Coaching Role Plays Observations Career Path Stretch Role Assignments Job Shadowing Employee Testing for new Products

21 Marketing s Role Source: FICO

22 Ideas Employee Referral Program

23 Educational Videos Ideas

24 Ideas Educational Videos All Digital Channels Share Your Story Community Involvement

25 Advertising Ideas

26 Ideas

27 Tools to Support Quality Conversations

28 Employee Involvement Seek Feedback and Ideas Surveys Task Forces Example: Educational Video Strategy - Prioritization Testing Time Frame for Sales Tools Feedback after 2 Weeks Modify Before Printing & Training all Staff Allow Submissions and/or Ideas for Blog Articles Allow Ideas for Social Media Contests Use Your Educational Videos, Sales Tools, Sample Social Media Posts and all Supporting Marketing in New Hire Training

29 Results Decrease in Turnover Increase in Employee Satisfaction Increase in Skill Set Increase in Customer Satisfaction The first step is hiring the right type of employee.

30 Banking Of all the banks Celent has researched, SWARM Banking may best illustrate the cultural, technical and physical transformation needed to address today s challenges. Bob Meara - Senior Analyst, Celent

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