People & Processes

Today’s clients expect more from every interaction—more value, more personalization, and seamless experiences across every channel. Delivering on that takes more than product knowledge—it takes a team trained to connect, adapt, and lead.

At DBSI, we believe a branch can only perform as well as the people inside it. That’s why training isn’t an add-on; it’s part of the design. From day one, we align your people, processes, and space to set your team up for success.

Our modern training program, I.D.E.A.S., turns frontline staff into confident advisors, capable of aligning with your branch design, technology, and goals.

INVITE

Welcome clients into a modern, personalized banking experience.

DISCOVER

Use active listening to uncover real financial needs and goals.

ENGAGE

Build trust, start conversations, and strengthen relationships.

ADVISE

Deliver thoughtful, tailored solutions—that go beyond basic transactions.

SERVICE

Maintain consistency and ongoing, high-quality support.

The heart of branch transformation isn’t in the space or technology—it’s in your people.

They’re the ones who turn everyday client interactions into meaningful relationships and bring your strategy to life.
Without a confident, well-trained team, even the most innovative spaces can fall flat. That’s where DBSI’s I.D.E.A.S. Training Platform comes in.

Why it Matters

The way clients interact with branches has changed—big time.

With digital tools at their fingertips, today’s clients come in expecting more than just transactions. They’re looking for guidance, advice, and personalized service. That shift means the skills your team needed in the past aren’t the same ones that will help them succeed today.

Whether you’re embarking on a new design project or seeking to enhance existing operations, our I.D.E.A.S. program offers comprehensive training solutions tailored to your needs. No prior engagement with DBSI is required to access these resources.

1	INVITE Welcome clients into a modern, personalized banking experience.

2	Discover Use active listening to uncover real financial needs and goals.

3	Engage Build trust, start conversations, and strengthen relationships.

4	Advise Deliver thoughtful, tailored solutions—that go beyond basic transactions.

5	Service Maintain consistency and ongoing, high-quality support.

Service Excellence Workshops

Build a culture rooted in consistent, standout customer service. We train your staff to confidently guide customers through the branch.

Customized Playbooks

Equip staff with easy-to-follow, role-specific strategies that eliminate guesswork—mapped to your space, tools, and client expectations.

Leadership & Change Management

Empower branch managers to lead transformation and coach to success.

Digital Adoption Programs

Choreograph smooth client handoffs and effective use of digital signage, kiosks, and self-service tools.

Sales Training 1.0 & 2.0

Turn everyday transactions into opportunities for deeper relationships.

Flexible Learning Formats

Available onsite, virtually, or through eLearning to fit your team’s scheduling needs.

1	INVITE Welcome clients into a modern, personalized banking experience.

2	DISCOVER Use active listening to uncover real financial needs and goals.

3	ENGAGE Build trust, start conversations, and strengthen relationships.

4	ADVISE Deliver thoughtful, tailored solutions—that go beyond basic transactions.

5	SERVICE Maintain consistency and ongoing, high-quality support.

A Branch with Perfect Secret Shopper Scores

Vantage West Credit Union set their front-line staff up for success with targeted training to support a new service model. By focusing on the strategy behind the change, member engagement techniques, and clear talk tracks, staff were fully equipped to deliver a seamless experience. Since launch, the new branches have seen outstanding results—100% member satisfaction and perfect secret shopper scores!

Read Success Story

Synovus Place	Ledyard Bank
SF Fire CU	GECU

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Why it Matters

Today’s clients expect more from every interaction—more value, more personalization, and seamless experiences across every channel. Delivering on that takes more than product knowledge—it takes a team trained to connect, adapt, and lead.

At DBSI, we believe a branch can only perform as well as the people inside it. That’s why training isn’t an add-on; it’s part of the design. From day one, we align your people, processes, and space to set your team up for success.

Our modern training program, I.D.E.A.S., turns frontline staff into confident advisors, capable of aligning with your branch design, technology, and goals.

INVITE

Welcome clients into a modern, personalized banking experience.

DISCOVER

Use active listening to uncover real financial needs and goals.

ENGAGE

Build trust, start conversations, and strengthen relationships.

ADVISE

Deliver thoughtful, tailored solutions—that go beyond basic transactions.

SERVICE

Maintain consistency and ongoing, high-quality support.

The heart of branch transformation isn’t in the space or technology—it’s in your people.

Why it Matters

INVITE

Discover

Engage

Advise

Service

Customized Training That Fits Your Institution’s Needs

INVITE

DISCOVER

ENGAGE

ADVISE

SERVICE

A Branch with Perfect Secret Shopper Scores

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