Teller Trainers are the backbone of retail banking, so in this issue of our eNewsletter, we are featuring Steve Lanciault, Vice President of Corporate Training for IBC Bank in San Antonio, Texas.

Steve began his journey in the banking industry about 12 years ago as a manager for an IBC branch located inside a grocery store. For two years, Steve managed several similar locations and moved into the position of In Store Sales Trainer. In this position Steve trained tellers and sales associates and he also began training on many operational issues as well. He has since moved into a position in the IBC Corporate Training Department. “In this role, I work with all of our Trainers throughout Texas and Oklahoma in assisting them with their training role. I also assist with ongoing projects, updates, new product rollouts and anything else that may involve training and support.”

Steve finds the fulfillment and satisfaction of assisting others to be the best part of his job. The phenomenal effect that Steve has had on customers and employees has been very rewarding. “…There is nothing more rewarding than looking out into a classroom and realizing that someone just got it! Teaching willing students, even after all these years, still provides me with a rush of adrenalin and a sense of satisfaction. It takes a lot of hard work to be a very good Trainer and it’s very fulfilling.”

Many of IBC’s markets are spread out over a large expanse. Additionally, with branches open seven days a week and many part-time and student employees, creating training schedules that accommodate everyone was very challenging. As Steve and his colleagues attended webinars and video conferences, it became more and more apparent that using a blended learning environment would be very beneficial. Steve and his strategic planning team began researching e-learning methods and “had several presentations from various companies wanting us to use their solutions. TRC Interactive’s TellerSolution® was by far the most dynamic with a blend of text, activities, audio, video, skills practice, and modules that will be able to give our employees so much more exposure to banking and how important their role is with the bank.”

When asked what Steve enjoys most about TellerSolution® he responded, “I think the fact that this is completely customized to the user and constantly current with dates on documents when they come on screens is very exciting. In addition, because we have bank branches in two different states, the system recognized that when IDs and addresses are referenced. Overall as we continue to grow and add new branches and hire employees to accommodate that, as well as the natural turnover for that position, we think that we should be able to have a better trained staff and be more flexible in our scheduling of their training.”

Outside of his position at IBC Bank, Steve enjoys spending quality time with his wife and one year old daughter. “She has brought tremendous joy to our lives in such a short time!” Steve and his wife enjoy all types of music and are movie buffs. Their current challenge is battling each other on the Nintendo Wii™ golf course.