As more customers shift their transactional activity online, branches are seeing fewer and fewer in-person visits. This challenges staffing models as well as traditional views of financial sales and service.
Your bank or credit union may need fewer transactional employees and more sales- and service-oriented ones to cope with this change. Even if it’s more of the latter, they will need different skills related to a digital marketplace. The way you manage this transition is critical. Too many cuts mean lower sales; too few means lower profits. Insufficient skills means both.
Young & Associates can help your financial institution strike the right balance.
Branch staffing audits
Young & Associates provides branch staffing studies to help you pinpoint and review employee activity, so you can staff your facility appropriately. To do this, we use a unique audit method that quantifies your employees’ time to perform various sales, service, and transactional activities. Better yet, this method does not require hovering over your staff, timing their work.
A Young & Associate staffing audit includes:
Branch staffing models
Our branch staffing models are based on transactions and sales and referral activity.
We gather data from third-party research, Young & Associates research, client transaction activity, client sales activity, and on-site observations.
We use our collected data and staffing models to provide your financial institution with recommendations for the following staffing areas:
- Tellers and Head Tellers
- Customer Service Representatives
- Branch operations
- Sales personnel
- Assistant Branch Managers
- Branch Managers
- Sales Management
- Sales incentives
Your staffing solution partner
Contact Young & Associates to see how we can help your financial institution transition to new staffing alignments using a branch staffing audit.