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The Exceptional Banker Workshops-Proactive Customer Service

Virtrual Webinars presented by High Performance Teams by RMR, Inc.

Thursday, September 17, 2026
10:00 AM - 11:30 AM (EDT)

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The Exceptional Banker Workshops

Presented by High Performance Teams

Exceptional bankers do more than process transactions—they build trust, strengthen relationships, and create memorable experiences that keep customers coming back.

The Exceptional Banker Workshops is a professional development program designed to help banking professionals elevate every customer interaction. Through practical strategies and real-world techniques, participants will learn how to proactively meet customer needs, communicate with purpose, and confidently recover from service challenges in ways that strengthen loyalty and reinforce their institution's commitment to exceptional service.

Whether serving customers in the branch, over the phone, or through digital channels, attendees will leave with actionable tools they can immediately apply to create positive experiences that enhance customer satisfaction and build lasting relationships.

Session 1: Proactive Customer Service

September 17, 2026 | 90 Minutes

Exceptional service begins before a customer ever has to ask.

This interactive session focuses on proactive strategies that strengthen customer relationships and improve retention. Participants will learn how to anticipate customer needs, deliver purposeful interactions across channels, and create a consistent, high-quality service culture through intentional communication, recognition, and outreach.

Key Takeaways:

  • Anticipate customer needs before they become requests.

  • Deliver meaningful, relationship-focused interactions.

  • Create consistency across every customer touchpoint.

  • Build customer loyalty through proactive engagement.

  • Contribute to a service culture that drives long-term success.

Registration Options

Credits Price
Attendee (NCBA Member)
$175.00
Attendee (Non-Member)
$215.00
High Performance Teams, by RMR Inc., is the North Carolina Bankers Association’s preferred leadership and training partner, helping community banks strengthen leadership, improve team performance, and build cultures that support lasting growth. Our practical, interactive programs and coaching experiences give participants tools they can immediately apply to lead more effectively, communicate with confidence, and create stronger results across the organization.
Lorie Walker is the Learning Experience Manager for High Performance Teams, where she partners with community banks to develop leaders, strengthen teams, and improve organizational performance. With more than 35 years of banking experience and over 20 years in bank learning and development, Lorie brings practical, real-world insight gained through leadership roles across multiple community and regional financial institutions. She is passionate about helping banks translate strategy into action through engaging, practical training that equips leaders with tools they can immediately apply to create lasting results.

For More Information:

Jen Mathis
Jen Mathis
Director of Learning & Development
View Profile

Who Should Attend

This series is ideal for:

  • Tellers
  • Customer Service Representatives
  • Universal Bankers
  • Branch Managers
  • Call Center Representatives
  • Relationship Bankers
  • Retail Banking Professionals
  • Anyone who interacts directly with customers

Join us for this engaging  series and discover how intentional service, proactive communication, and effective recovery techniques can help you become an Exceptional Banker—one who creates meaningful customer relationships and delivers experiences that set your institution apart.