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BUILDING SKILLS AND A BOOK OF BUSINESS AS A STUDENT LOAN CONSULTANT (SCL)AN INSTRUCTIONAL PLAN PRESENTED BY JESSICA MATYE
AGENDA
Course Description Target Audience Length of Course Goals and Objectives of the Course Instructional Strategies Implementation Plan Evaluation and Results
COURSE DESCRIPTION
Addresses incorporating new procedures with the existing EFS Relationship Management Application (ERMA)
Addresses different ways to build and maintain a book of business
Provides different strategies on how to prioritize, build rapport and use a variety of sales tactics to assess the needs of new and existing customers.
Provides guidance for on how to meet customer needs with loan products
Shows how to reach sales goals while balancing inquiries from incoming phone calls and internet contact
WHO IS THE TARGET AUDIENCE?
Current team members that work with Education Financial Services as Student Loan Consultants (SLCs) that: Have a minimum of six months of job
experience
Are using the current procedures and process that are outlined to meet existing expectations.
Have basic understanding of building rapport and soft skills
Are computer literate
Are familiar with expectations of the Wells Fargo training environment
GOALS AND OBJECTIVES OF THE COURSE -1
Goal
Implement new procedures resulting from a restructure within Educational Financial Services.
Objectives
SLC will be able to perform outbound call duties as assigned given classroom discussion and job aids within the time allotted by Workforce Management.
SLC will be able to integrate new compliance procedures on their inbound phone calls given classroom discussions on quality standards by meeting an average of 90% quality rating in the first month of implementation.
GOALS AND OBJECTIVES OF THE COURSE -2
Goal
Provide a roadmap for SLC’s so that they can build and own a book of business and maintain relationships with clients to meet sales goals
Objectives
SLC will be able to apply soft skills and relationship building tactics given activities, role play and classroom discussion with all Wells Fargo clients with receiving customer satisfactory scores meeting the department objectives.
SLC will be able to manage their own contacts and leads in the EFS Relationship Management Application (ERMA) so that daily tasks can be assigned to themselves given hands simulation/training in a test environment without error.
GOALS AND OBJECTIVES OF THE COURSE - 3
Goal
Provide multiple sales tactics and approaches to SCLs so they will be able to meet the needs of the Wells Fargo customers.
Objectives
SLC will be able to integrate appropriate sales approaches and tactics with customers over the phone for applicable loan products given role plays, class discussions and small group activities on all applicable phone calls successfully after a month of practicing application.
SLC will be able to identify opportunities for referrals to other Wells Fargo products on phone calls with new and existing customers given classroom discussions and role play by being able to cite at least two examples for each product.
INSTRUCTIONAL STRATEGIES FOR SUCCESS
Instructional Strategies
Lecture
Discussion
Activities
Simulation
Role Plays
Case Studies
Job Aids
On the job trainings
USING TECHNOLOGY!
What kind of technology?
Web based learning
ERMA test environment for simulation
Video phone call review
Power Points
Electronic Participant Guides
IMPLEMENTATION PLANHOW WILL WE GET THERE?
KEY STAKEHOLDERS – WHO IS INVOLVED?
Facilitators Team Managers
Senior Leaders
Subject Matter Experts
Technology Contact
Property Manageme
nt
Resource Management Group
Learners
PLAN IMPLEMENTATION
Senior Leaders
September – Informative email/memo
October - Meeting to discuss plan
October – December – Monthly touch base meetings to discuss progress and design review
February – Meeting upon training completion
Senior leaders will be copied on all communication
Team Managers
October –
Email communication with team manager and team member expectations
Meeting to discuss training objectives, roll out and team meeting talking points
November – Team meetings to be conducted
December – Meeting to discuss concerns that arise in team meetings
PLAN IMPLEMENTATION (CONTINUED)
Participants
October –
Initial changes communicated in a town hall meeting
Follow up email communications and communication about team meetings with dates and times
November – Team meeting
December – Class schedule is communicated
Subject Matter Experts
October –
Email communication regarding design feedback, testing activities and classroom assistance
Virtual meeting to discuss expectations
October – November – Ongoing weekly meetings for design evaluation
December – Testing on training and activities
LENGTH OF COURSE
This course will be a total of 17 hours in length and will be broken up over the course of four days as follows:
• Day 1 - 8 hours
• Day 2 - 4 hours*
• Day 3 - 4 hours*
• Day 4 - 1 hour Debrief of application/Closing/Questions
All training will be in a training classroom equipped with computers for each participant. This will allow for a blended learning environment for web based and application training as well as lecture and group discussion.
*Training will be in the morning and the remainder for the day will be spent on the production floor applying what has been learned within the training class.
LENGTH, TIME, LOCATION – PHOENIX
Session 1
Tuesday January 13th through Friday January 16th
Day 1 (8:00 am – 4:30 pm)
Day 2 (8:00 am – 12:00 pm)*
Day 3 (8:00 am – 12:00 pm)*
Day 4 (8:00 am – 9:00 am) Debrief of application/Closing/Questions
Session II
Tuesday January 20th through Friday January 23rd (9:00 am – 5:30 pm)
Day 1 (9:00 am – 4:30 pm)
Day 2 (9:00 am – 1:00 pm)*
Day 3 (9:00 am – 1:00 pm)*
Day 4 (9:00 am – 10:00 am) Debrief of application/Closing/Questions
*Training will be in the morning and the remainder for the day will be spent on the production floor applying what has been learned within the training class.
LENGTH, TIME, LOCATION – SIOUX FALLS
Session 1
Tuesday January 27th through Friday January 30th
Day 1 (8:00 am – 4:30 pm)
Day 2 (8:00 am – 12:00 pm)*
Day 3 (8:00 am – 12:00 pm)*
Day 4 (8:00 am – 9:00 am) Debrief of application/Closing/Questions
Session II
Tuesday February 3rd through Friday February 6th (9:00 am – 5:30 pm)
Day 1 (9:00 am – 4:30 pm)
Day 2 (9:00 am – 1:00 pm)*
Day 3 (9:00 am – 1:00 pm)*
Day 4 (9:00 am – 10:00 am) Debrief of application/Closing/Questions
*Training will be in the morning and the remainder for the day will be spent on the production floor applying what has been learned within the training class.
EVALUATION AND RESULTSHOW WILL WE MAKE SURE GOALS AND OBJECTIVES ARE MET?
CRITERIA AND ASSESSMENTS
Criteria
Procedures An average of 90% or higher within the “Compliance”
section of the evaluation form
Schedule adherence at an average of 95%
Soft Skills Customer surveys average of 87%
ERMA Successfully complete a simulation without error
Sales Tactics an average of 95% or higher within the “sales
implementation/offering all applicable options” section
an average of 98% or higher within the “determined the opportunity for referral” section
Assessments
Quality Evaluations
Surveys
Scenarios
Test through Simulations
REPORTING AND THE FUTURE
Effectiveness of Training
Changes to Content
Changes to Activities Changes to Delivery
Successful Future
Training
THANK YOU!
Profitability
Relationship
Building
Career Building