Professional Development Round Table

Professional Development Round Table: Three Arkansas Bankers Share Their Perspectives

Connie Allmond Senior VP/Human Resources Officer Farmers & Merchants Bank Stuttgart, Arkansas

Scott Hancock Division President Centennial Bank Fayetteville, Arkansas

Dana Worstell Corporate Trainer Southern Bancorp West Helena, Arkansas

What is the importance of professional development for your employees? CA Farmers and Merchants Bank wants our employees to succeed in their roles. If our employees feel prepared this contributes to selfesteem and prepares them for the next position within the bank. SH While experience still provides the best development for employees of any organization at any levels, external training remains a vital ingredient to the overall picture of success during an employee’s tenure. DW With all the changes that have taken place in banking over the last 20 years, and the potential changes on the horizon, it’s more

18 The Arkansas Banker | January 2017 important than ever for our staff to keep growing and learning. Because of Southern Bancorp’s unique structure and mission, we have an equally unique staff make-up, which makes ongoing professional development a top priority.

What is the benefit of professional development for your bank as a whole? CA The bank can provide better customer service, productivity, and employee retention. SH Technological advances provide great resources for both the bank and the customer; however, they can also provide barriers.

A quote that I use within the bank…”we don’t if it doesn’t work until it doesn’t work.” Professional development and the ability to communicate to a customer and explain not only the issue at hand but also offer solutions are most beneficial to the bank. We live in such a competitive environment, so we must have all employees in a mindset to take care of the customers. A balance of technical and communication skills is critical. DW We know that in order to grow and thrive, our staff must commit themselves to learning and understanding the latest regulations, best practices, fintech services and marketing trends. This growth resides in a strong professional development program.

What role does upper-management play in professional development? CA The professional development is handled through our HR Department and we have a good understanding of the knowledge needed for our employees to remain successful. SH Upper-management plays a vital role. New employees looking for guidance are in tune to management’s actions. Again, experience can never be minimized and managers can relate to previous situations that will fulfill a great deal of training hours. Mistakes will be made, but our goal needs to determine a way not to repeat them. DW Southern Bancorp’s upper management has committed to professional development like never before. Not only do they encourage our training staff to find the latest learning opportunities available, but they have even devised a leadership training course called “Southern Institute,” which takes small groups of aspiring leaders and provides professional development training to help them learn more about our unique mission and how they can play a role in Southern’s future growth. Our management team is working toward a multi-year goal of having all Southern employees participate in the Southern Institute.

Online vs. in person-what is your preferred method of professional development? CA Many times due to employees needing to be available to assist customers, we utilize the online webinars through Arkansas Bankers Association. Managers find this more convenient to only be away for a couple of hours. Depending on the topic being covered, we also encourage the training in person. Arkansas Bankers Association is able to bring in experts in many areas of banking that have proven to be very beneficial to our attendees. SH Most definitely, in person, if possible and feasible. Logistically and economically, online provides a great benefit; however, the interaction with others is significant in the success of the training. If the training is technical in nature, online can work, but the greater the subjective nature of the material, the greater the need for in person training. Right or wrong, we also must admit that online courses do not get 100% attention-we all have too many distractions! DW I prefer a mix that is dependent on both the topic and needs of my audience. Some topics will be better discussed in a group setting and other issues might be covered better with a self-paced online course. The key for me is to offer plenty of options.

How does your bank determine the value and results of professional development? CA We highly value the results due to the banking industry requirements of meeting so many regulatory and legal requirements. SH This is most difficult. Development takes time, so the results are the culmination of “classes” coupled with “experiences.” No specific seminar, speech, or product in-service is going to provide all of the answers in isolation. As we look to promote from within the bank, the value of the combined professional development pieces is recognized and rewarded. DW We can certainly see the effectiveness as individuals grow within the company. Another way that helps us measure staff development is our Core Values system. Southern employees are rewarded by managers and coworkers for exhibiting the Core Values with cash prizes and opportunities for large grand prizes such as a vacation. The Core Values are a direct reflection of the effect professional development has on staff as they range from customer interactions to sustainability measures.

Seasoned veterans vs. newbies-who benefits more from professional development opportunities? CA The seasoned veteran must stay on top of the fast-paced, ever changing banking world to be able to lead their departments effectively. Arkansas Bankers Association provides different levels of training that works very well for our organization. Most recent was the IRA training offered for the Beginner and the Seasoned employee. SH Simple! Both, just at different levels. Regardless of age or tenure in the career path, the professional development opportunities must be relevant. Veterans will see through the “fluff” quicker, but both groups will be cautious about future opportunities if their experiences are less than adequate. Again, let’s not repeat the same mistake. DW It’s a tie. While newbies certainly have a lot to cover and learn, the veterans have to keep up with changing regulations and trends in order to be on top of their game. Professional development is a part of our culture, not a one-time thing.

When & where-at what point in a person’s career should they focus on professional development opportunities? CA Love the job you’re in? Love what you do before trying what you love! SH Before their career actually starts. Search engines can provide a lot of facts, but they cannot “develop” someone. In banking, we cannot forget we are dealing with one of the highest priority items of everyone. Whether working with someone on opening an account or obtaining a loan, small or large, the ability to “sell” the bank is vital. It is not easy, but it is rewarding and takes effort and time to learn. DW I don’t think there’s one point at which they should focus on professional development. As I said earlier, it should be part of the culture. It should be something that employees are constantly pursuing throughout their careers in order to grow. Of course, what that professional development is will depend on the individual needs of a staff member, so from that perspective, it’s more of a case by case approach.

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