Over the years, TRC Interactive has helped hundreds of financial institutions—big and small—meet and even exceed their training goals.
The following are just a few of the countless success stories that were experienced by our valued clients...
Finds Winning Combination Blending TellerSolution® With Instructor Led Class
Recognizing the need for a more consistent and interactive Teller training program, Liz Farmer from First Niagara Bank worked with TRC Interactive to develop a customized version of TellerSolution®, the leading bank Teller training program, to blend with instructor led classes.
"More than anything, we just really wanted to improve our Service Representative training program," said Ms. Farmer, Employee Development Manager at First Niagara Bank. "Saving time and money was a factor as well, however, we really just wanted to turn out a more consistent product that would improve our employee's performance. TellerSolution® allowed us to do that."
"Our participants enjoy that TellerSolution® is user-friendly and very interactive. Our former method of training wasn't nearly as interactive at all." Previously, employees worked on their own and at their own pace to complete a set of training module books. The new blended training allows them to interact with both the PC and an instructor who leads them through the hands-on process of how to perform different types of transactions.
Because participants enjoy what they're doing, they are more apt to learn faster and retain the knowledge longer. "Our new Service Representatives are much more prepared now than they were before," Liz says. "We find that they are more comfortable with their roles and responsibilities after going through the new training process."
Liz notes that overall not only has their program become more consistent throughout all of their branches and more interesting and interactive for the employees, but also the quality of their staff has increased since implementing the blended training program and that's what is most important.
Reduces Training Costs 32% and Improves Teller Performance
TRC's TellerSolution® Multimedia Teller Training Program has improved Teller performance and reduced training costs at M&T Bank's 452 branches throughout New York, Maryland, West Virginia, and Pennsylvania.
"It has resulted in an overall reduction of training time and charge back costs of 32%," says M&T's Training Director, Lynne Kreiner. "By reducing the length of training, savings are being reaped in Trainer salaries, as well as student salaries and expenses," she continued.
M&T Bank's other findings are equally as impressive. "Multimedia has allowed us to reduce actual instructor-led classroom time by 70% and offer the program twice as often. This not only frees up Teller Trainers to facilitate other classes but it also provides a skilled Teller replacement in the branch at a much quicker rate," Lynne explains. M&T Bank selected the customized version of TRC's Multimedia Teller Training Program and their results are significant. In six days, Tellers learn and demonstrate their knowledge of more information than was previously taught in 10 days. And… coaches in the branch report Teller performance levels are higher on most measurements than previously achieved with live instruction.
"The TellerSolution® Teller Training Program has made a great impact at our bank. We are now able to send new tellers to our branches who are prepared to step into a teller window with confidence and do the job well. The broad range of subjects covered in TellerSolution® is very important. We are now able to train without worrying about something being left out. Our 'seasoned tellers' are signing up to go through the program too! This program saves our bank in training time and is economically priced for cost savings. My final decision to try TellerSolution® was based on the convenience of your lease option."
Traditional Bank's Vice President of Teller Operations, Pat Rogers.
"FNBT.COM BANK has used TRC Interactive – BankTrainingOnline since 2007 as our primary online training source. We continue to appreciate the value that it saves in training time and cost. Our employees have shared their feedback that the program is easy to use regardless of their location and conveniently available anytime. The customer service support that I personally have received as the administrator of the training program has been both exceptional and responsive. That being said, we just renewed for another year."
FNBT.COM BANK's Executive Vice President/Human Resources, Joanne Wallace
ESL Federal Credit Union
"TRC Interactive's CreditUnionTrainingOnline is a great way to use online training as one of the options that we give to our employees to increase their knowledge and test their compliance skills. TRC's online training is always current, fast, easy-to-use and best of all, it all comes at an inexpensive price! All parts of the system are very easy to use - whether an employee, System Administrator, or trainer. If we ever do run into a snag or have a question, the Customer Service is very quick (within minutes!!!!). We have been EXTREMELY pleased with our partnership with TRC."
ESL Federal Credit Union's Learning and Development Manager, Kelli Loveless
1st Source Bank
"At 1st Source Bank we considered our CSR (teller) Training program to be very detailed and thorough, but we wanted to modernize the program, make it more flexible in working with our regions, more consistent, and more concise. It was time to move our program to the next level. Since we have incorporated TellerSolution Online, we have been able to accomplish that and much more!
We completely restructured our CSR training schedule from 14 days of classroom and on the job training to a 10 day program. The classroom portion of the training is designed to include lecture, perpetuation of our culture, hands on application of transactions, the systems used in the banking centers, along with integrating the TellerSolution Online modules into the daily agenda. The modules have proven to be more consistent in the delivery of the information, ensuring that everyone is constantly receiving the same information. The modules also underscore consistency in training competencies and skills, along with being very interactive and engaging for all types of students. We have been able to get our new colleagues trained and out on the job almost one week sooner than we had in the past, which has been very beneficial to the bank and our clients.
We also utilize TellerSolution Online as refresher training for our experienced CSRs. The ability to connect to the program through the internet has allowed us the flexibility to easily access the modules in all of our banking centers, which are spread throughout northern Indiana and southwestern Michigan.
The first year TellerSolution Online was in place, we experienced a 4.1% increase in overall class grade averages. The number of people that passed the class increased from 86% to 99%, as compared to the previous year.
The personnel at TRC Interactive have been very supportive and accommodating to our needs. They have kept the material up to date and modern, and we feel that this is a program that we will use for many years to come."
1st Source Bank's CSR Training Specialist, Terri Scott
The Muncy Bank & Trust Company
"We are a small community state chartered bank and have been utilizing TRC Interactive for our compliance training of bank employees for approximately three years. We have found the service to be user friendly, current, and relevant. The training guides are easily adaptable to relate them to our policies and procedures. The product also provides a variety of management and tracking tools to assist in administering the overall training program. Last but not least, customer service addresses questions and technical issues effectively and promptly."
The Muncy Bank & Trust Company's Compliance Officer, Marcella A. Soverns
"I am the administrator for TRC Interactive’s TellerSolutionOnline® for our organization and have been quite pleased with this program. Besides being very user friendly to add, schedule and organize our student’s training and download reports; the primary benefit of running our Teller training online has been very successful. We operate in four states so coordinating our training for our staff throughout our footprint has been a time and cost saver. We have used it for six years and continue to use it more frequently as we expand."
AmericanWest Bank's Training Manager, Terri Anderson
Associated Healthcare Credit Union
"TRC has been a lifeline. They have taken the uncertainty out of the magnitude of compliance and regulatory issues that have increased significantly as of late for credit unions. Often times I receive notification of a new course being set up on TRC before any other vendors reach out to us with their resources. The courses cover so much detail that we have used them to help us ensure our policies cover what they need to cover. The maps of what is included in each course make it easy to determine what exactly is included in each course. That makes set up a breeze.
On the other side, being able to see how much time an individual has spent trying to learn the topic at hand gives great factual data for employee reviews.
The bottom line: If there is a compliance issue that affects credit unions on the horizon, I know TRC has our backs. Cost for one year of TRC: affordable. The peace of mind to our credit union: priceless. It’s great doing business with you, TRC!"
Associated Healthcare Credit Union's Director of Learning & Development, Angie Vollhaber
"With the growing prevalence of financial fraud, Metro Bank looked to supplement its security and loss prevention training for branch personnel. We discovered TRC Interactive’s First Line of Defense program and have used it consistently since 2010. With a new module of scenarios introduced each quarter, the program enables our team members to make informed decisions to help stop fraud in its tracks. First Line of Defense is user friendly and very cost-effective. And the support staff at TRC has proven to be responsive to our questions and accommodating to our requests."
Metro Bank's Metro Bank University Senior Instructor, Ambrea T. Crone
Sierra Central Credit Union
"I really like that TRC Interactive provides users with numerous resources that compliment their online courses. One example are the Study Guides, which provide learners with a printable tool that they can use to enforce concepts covered in the online courses, especially the more technical topics such as the Bank Secrecy Act and OFAC.
Another fabulous tool for trainers is the NewAccountsSolution eBlend Facilitator’s Guide. I was very excited to find that this “ready to roll” option was available to me at no extra cost. It gave me a great basis for a hands-on class, and greatly shortened by prep time. Really great stuff!"
Sierra Central Credit Union's Training Manager, Lori Schenken
Community Financial Federal Credit Union
"We have been using TellerSolution for over 10 years. We have found it to be an extremely effective tool for training the basics of the Teller position. It allows us to vary the training methods to enhance the learning experience. It is good for the trainers, good for the new team members, and good for the credit union. This is what some of our trainees have said about TellerSolution when asked What parts of the program did you feel helped you the most in learning the required material?:"
“The diversity of the training and interactivity of the classroom environment most facilitated my effective learning”
“The TellerSolution sections were helpful in that there was both web-based and book information, the variety made learning easier.”
“Loved the teller modules.”
The modules and accompanying materials are updated at least annually, and the information is very accurate. In addition, we have found the TRC staff to be very responsive, professional, and pleasant to work with. I would highly recommend TellerSolution to any credit union looking for a high-quality, interactive training option."
Community Financial Federal Credit Union's Technical Training Coordinator, Sue Bellaire
MembersFirst Federal Credit Union
"TRC Interactive has been a major portion of our annual training for a number of years. This interactive eLearning allows us to customize the materials with information that follows our internal procedures. The training reports allow us to determine who has completed what courses, when they were completed, the score for each test and allows us to print a report for our auditors of the training that staff has received. TRC updates their courses as regulations change and we get a good ROI with the reasonable cost. I would recommend this on-line training to any financial institution looking to expand their staff training."
MembersFirst Federal Credit Union's Vice President of Operations, Pamela Goehner
"One of the ways we make sure our front line staff are prepared for their jobs is utilizing TellerSolution. The program gives tellers the foundation of retail banking knowledge that is a critical component to proper comprehension and understanding of their positions. In addition, in this ever changing regulatory environment, TRC Interactive keeps their programs up to date, ensuring that changing requirements in CIP and BSA are incorporated into their modules for proper training. Finally, using TellerSolution is a cost effective way to prevent fraud or mistakes by front line employees by providing the best possible training tools to assist employees in their positions. Proper training now, will mitigate potential losses later."
Community Bank's Facility Operations Manager, Jonathan Fischer
Clackamas Federal Credit Union
"Clackamas began using TRC Interactive for compliance training in January 2012. The modules present information in a clear, concise manner that is easy to understand. The system itself is very user friendly. Employees have no trouble logging in and completing their courses and the administration module is also easy to use. The customer service team is prompt in returning phone calls and email messages when I do have a question."
"First Line of Defense is an excellent way to help reduce fraud. This training is very interactive. Employees have the opportunity to view checks, review account information, compare picture ID, signatures etc. to make decisions about check cashing. The program is updated four times a year. I’ve had a few employees ask if it could be updated more often!"
Clackamas Federal Credit Union's Head of Training, Jenny Estes
"The First Line of Defense Fraud Detection and Loss Prevention Challenge has been a wonderful tool for our frontline staff at Southern Bancorp. I believe taking staff through “real-life” scenarios makes for exciting training. Also, offering this training 4 times a year keeps this topic from getting old and only coming up when we have suffered a loss. I have heard nothing but good things from staff about this training. They wonder why all online courses aren’t this much fun!"
Southern Bancorp's Corporate Trainer, Dana Worstell
Bayer Heritage Federal Credit Union
"TRC’s First Line of Defense is an awesome tool for our front line staff. We have used this in group training sessions and it is fun to see the staff learning and working together in an effort to recognize fraud. The dollar total at the end gives a good picture of how each individual helps the credit union too. Our staff enjoys and learns from this training!"
Bayer Heritage Federal Credit Union's Compliance Officer, Cortney Seaton
The State Bank of Table Rock
"I have found TRC Interactive to be a very profitable training tool. I use it for new hires to immediately give them the training we require in their first 90 days of employment. We also use it as a training tool to prepare our specific quarterly in-house training. I have found the First Line of Defense training very valuable. It serves as a refresher for longer term employees as well as training for newer employees, concerning what we really need to think about and look for when we negotiate items."
The State Bank of Table Rock's Operations Manager, Tana J. Brown
First American National Bank
"First Line of Defense has been a huge success at our bank. The employees love it! Unlike traditional online training, First Line of Defense is engaging and interactive. It’s something when the employees actually call and ask, “Hey, when will the next set of First Line of Defense scenarios be available?"
First American National Bank's Training Coordinator, Justin Cheaves
Champion Credit Union
"TRC’s program First Line of Defense has been a wonderful tool for our front line staff. The interactive nature of the program really makes our employees take time to look at all of the evidence before making a decision about cashing a check. The great thing is—our staff is able to immediately see how their decisions saved or cost the credit union money. I think that really makes it hit home and gets our staff thinking about the decisions they make on the line every day."
Champion Credit Union's Learning and Development Coordinator, Megan Carpenter
"First Line of Defense has been an awesome addition to our compliance training. The scenarios presented for the teller’s consideration are very similar to what goes on in the branch each and every day. The fact that it is personalized to your bank makes it even more authentic. The feedback I receive from our operations managers and tellers is very positive. Thank you TRC for a wonderful product."
Independent Bank's Director of Training, Pam Edens
"TRC’s Interactive training is superb! Employees love it because of the real life situations and documents, while management loves that employees can actually practice applying procedures in a training environment. It allows the company as a whole to see where more training should be focused in order to protect its assets!"
Texana Bank's VP of Human Resources, Cindy Turner
Sandy Spring Bank
At Sandy Spring Bank, we ask all branch employees to pass the First Line of Defense Training each quarter. After a year, 4 editions, of the First Line of Defense trainings, we asked our branch employees their thoughts about the training.
Over 90% of the branch personnel who responded thought the scenarios were realistic; and almost 94% thought the scenarios are valuable for their role in the branch. Respondents thought the training reminded them to focus on the details when dealing with checks. One respondent said, “Personally, when I first started, there were a couple of details here and there that I did not realize were extremely important to pay close attention. These scenarios have helped me become more aware of how to catch fraud.” Another respondent even said, “Recently I detected one fraudulent check after carefully observing it and saved the Bank money.”
Most respondents said it only takes them 15-25 minutes to complete the trainings, but the trainings have made the bankers more cautious and more aware of the different types of fraud they may encounter. 90% of the respondents thought the training is valuable – for all levels of the branch staff. A branch manager even commented, “As a Branch manager this assists me with helping my staff to determine if an item is fraudulent or not.”
Sandy Spring Bank's Assistant Vice President, Training Team Leader, Jennifer Harnish
“We have found TRC Interactive to be a good online training resource for bank compliance training. In today’s world of growing fraud risk we are particularly pleased with the First Line of Defense – Fraud Detection and Loan Prevention Challenge modules that keep our retail branch staff up to date on the latest scams that are being perpetrated.”
Farmington Bank's Vice President, Compliance Officer, Susan R. Vishe
Chicopee Savings Bank
“Our bank began using TRC Interactive in 2011. We utilize the BankTrainingOnline, TellerSolution, First Line of Defense, and Custom platforms. Simply, TRC Interactive's training platforms have saved us time and resources. Whereas, in the past, bank officers and staff had to attend classroom style training programs conducted by the Compliance Officer, they can now complete courses more efficiently online. Our attendance and course completion percentage is now nearly 100 percent whereas in our previous model attendance was less than 80 percent. The breadth of courses and course lengths are appropriate for our size bank and the information is kept up-to-date. Notwithstanding all these reasons, what has been most valuable, and I thinks sets TRC apart from the competitors is, the customizable features and the prompt and accommodating customer service.”
Chicopee Savings Bank's Anthony Antonopoulos
Chicopee Savings Bank
“Our member contact staff loves First Line of Defense! 95% of our employees participate across the state. They find the First Line of Defense challenging and fun. The scenarios are similar to what we see or it prepares them on what to look for.”
Campus Federal Credit Union's Trainer, Jenelle Roblin
“Central Bancompany has used the TellerSolution Teller Training Program since 2003. Although these modules do not replace our standard teller training, they have greatly enhanced our current training. Our trainers are now able to focus their time on internal policy and procedures.
With Fraud in the Financial World continuing to grow, we decided to add TRC’s First Line of Defense Module in 2011. Each quarter, a new module is introduced containing up to date scenarios. These scenarios help our staff to stay ahead of the game, while managing to be fun.”
Central BanCompany’s Teller Platform Administrator, Patti Williams