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