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Welcome to Frontline Insights in Banking

Join your hosts, Dave Martin of Bankmechanics and Jim Bywater of SeeEverything, for candid conversations with banking industry leaders on frontline engagement. From strategies and best practices to challenges and lessons learned, you will gain valuable insights about improving frontline engagement to drive CX, employee retention, positive culture, and compliant growth for your financial institution.

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The Pivotal Role of Frontline Colleagues

In this episode, Tim Welsh, Vice Chairman of Consumer and Business Banking at U.S. Bank, discusses the significance of human interactions with customers and the pivotal role frontline colleagues play in those interactions.

He shares valuable industry insights including: 

  • where and how the human connection really matters,

  • programs to help frontline colleagues learn and grow to better serve clients,

  • leadership skills for effectively coaching frontline team members.