When everyone’s banking app is the same, how can you build sustainable competitive advantage? By hiring the next generation of banking employee, that’s how. The turmoil in banking branches caused by the broad adoption of technology by consumers is changing the demands on staff like never before.
With most simple banking transactions being handled by ATMs and banking applications, the branch experience has become the last bastion of differentiation for most organizations.
As a result, branch employees whose responsibilities were primarily clerical and administrative are now expected to build customer loyalty and solve customer challenges.
You will learn:
The skills and competencies today’s banks need from their staff to stay competitive
The positive impact on financial services firms leading the way in this major cultural shift
The implications of these findings on selection system design
Future research on this topic and how you can get involved to stay ahead