Fifth District Savings Bank
Executive Vice President & Chief Human Resources Officer - Bank of North Carolina & BNC Bank
Extraco Consulting seeks to understand what is at the core of a client’s value proposition. They do this by building a relationship with the client to understand its historical perspective, corporate values, current competitive market and strategic direction. The professionals at Extraco take a thoughtful approach that combines depth of knowledge and expertise in a collaborative way. Their observations and recommendations are fact and experiential based. As a fast-growing organization in a highly competitive and regulated environment, Extraco Consulting has been a critical engagement for us as we continue to build for the future.
Managing Editor - BAI Banking Strategies
James Geeslin, the BAI Maverick Banker of the Year, received the award for “applying maverick ideas in a comprehensive, pull-out-all stops manner. For the past several years, Extraco Banks has pursued a top-to-bottom transformation of its retail branch operations that affects everything from floor plan layout to deposit-handling technology to employee training — and at no small risk to customer service and company revenues. Given the difficult economic environment facing banks today, the willingness to re-think old ways of doing business deserves commendation.
Senior Analyst, Banking Group - Celent
Of all the banks Celent has researched, Extraco Banks may best illustrate the cultural, technical, and physical transformation needed to address today’s challenges.
Director of Retail Operations - ASI Federal Credit Union
Extraco’s expertise in the SWARM model was a game changer for our organization. As we were moving to a universal model and renovating our branch, we wanted to make sure that our member experience was exceptional and that we were able to get our employees and members on board with these changes. Extraco provided us with the knowledge and support that we needed to be successful. Having the ability go to Texas to experience the SWARM model first hand was instrumental in the success of our new model. Our employees have easily transitioned to SWARM and our members have fully supported the change in our branches.
CEO & President - Bank of Pensacola
We used Extraco Consulting for new product and sales training. It was terrific to work with professionals such as Lindsay Green and Holly Garza. I would have no hesitation recommending Extraco, and in fact I will make sure I do. Their team exceeded all expectations.
EVP/Retail Division - Athol Savings Bank
After we received an existing client recommendation from a peer bank, we had an exploratory discussion with the leadership at the firm. We quickly engaged Extraco Consulting to assist us with the “people” component of our UniversalBanker transformation, including their proprietary SWARM Banking pilot assistance. With just a few days of their coaching and experience expertise, our staff was left confident and capable of executing our new customer experience expectations. Immediately, we received customer compliments and continue to receive positive feedback! Vendors, assisting with another project build that regularly work with banks, have commented on how “different” and well our Universal concept is executed. We plan to utilize Extraco Consulting to transform additional branches and highly recommend them to anyone seeking to move to a Universal Banker model.
Christopher D. Foley
EVP, Chief Banking Officer - UniBank
Extraco’s site visit, onsite training and shadowing programs have provided Unibank with the foundation for success. Instituting a culture change within an organization is a difficult task. Extraco Consulting has helped us lay the groundwork and execution plan for a greatly improved process for hiring and training. These changes will provide us with a vastly improved retail delivery system and competitive innovation.
Vice President, Branch Administration
Extraco Consulting played a big role in our Universal Banker implementation by providing us with tools, knowledge, and hands on training. They also identified some gaps we had in our plan and were able to help us fill them through sharing their own experiences and best practices. Their training program differed from any other we had in the past, as they not only taught us the materials but showed us how to keep it alive and sustainable.
Chief Operating Officer - New Peoples Bank
We attended the Fiserv National Conference in Las Vegas in May of 2016, and several of their sessions were on the subject of branch transformation. I was amazed to find that we are SO much ahead of the game, primarily due to Extraco Consulting's help, knowledge and guidance. Wow. Thank you for the amazing leg up Extraco Consulting!
Vice President, Marketing Manager - Civista Bank
Extraco Consulting marketing services produced a branded educational video for our new fraud alert program. From the moment I first spoke with Lindsay Green, I knew we were in good hands. Her team met our short time frame and was a pleasure to work with every step of the way.
SVP, Director of Retail Sales & Marketing - American Bank of Commerce
American Bank of Commerce is in the process of transforming our existing branch network into a Universal Banker concept. We were eager to explore various technology options and to understand how best to transition existing staff into Universal Associates. We registered for Extraco’s SWARM Banking – Universal Banker Certification workshop, and we were wowed by the experience. Extraco provided comprehensive training materials and facilitated role-playing sessions with their own bankers which was extremely beneficial. We were also able to tour one of their locations to see the SWARM method in action and observe the successful achievement of an enhanced customer experience utilizing technology. I am grateful for this experience and certain it will help us continue to successfully transform our ABC Banking Centers.
Retail Operations Support Manager - River Valley Bank
Working with the Extraco team has been nothing short of amazing. From pre-planning to post visit follow up, their staff has truly exceeded our expectations.
VP, Regional Sales & Development Manager - Northrim Bank
Extraco Consulting provided us with a clearly defined framework to refine and implement bank wide sales/service training. We highly recommend the site visits. We experienced the SWARM philosophy first-hand along with open/honest communication from the team on how they overcame obstacles in their transformation process. Another key aspect was learning Extraco's best practice tips, and having the ability to customize the training. This enabled us to make the training fit our culture and "feel like" us. As a result, our employees have embraced the process, and since implementing, we have seen our service quality remarks improve from 82% to 88% in two quarters. We are confident that we will be able to sustain this well into the future because we have such a solid foundation. It is refreshing to get this type of opportunity where an industry partner shares best practices with the intent of making your journey successful.
President - CCB Community Bank
We have been working with Extraco since July of 2011 to develop a Retail sales culture in our bank. From day one, it has been like having an extra department working for our bank. Extraco Consulting has helped us avoid the mistakes that are made when implementing new cultural changes. They also helped keep our bankers on track and motivated with customized training, educational meetings and progress phone calls. Extraco has been one of the best decisions we have made, from changing the hiring procedures to changing the lobby culture. It was money well spent.