Frontline Excellence
Frontline Excellence is a program that covers five pivotal modules for today’s frontline professionals. This program serves as an important reminder about the significance of their role, serving as the CEOs of the customer experience and reinforcing the importance of their actions and reactions as a reputation builder for your brand.
Each attendee will leave with a comprehensive training manual, acting as a valuable workplace reference.
When
Where
Virtual
Topics
You will want all your tellers to take part in this high impact workshop. The program zeroes in on five modules that remind your tellers of the importance of what they do, how they do it, what they say and how they deliver customer service. Each participant will leave with a renewed commitment to excel on the job and the newest edition of the teller manual that serves as the guide for the program. Take advantage of the multiple registrant discount and train your entire team!
1. Professional Maturity
• Adaptability
• Cultivating your image
• What you say, how you say it
• Reputation
• Manage your emotions
• Confidentially
• Courtesy, kindness and professionalism
2. Follow Procedure
• Why so many procedures
• Accuracy and attention to detail
• Best practices that impact balancing
• Be aware of your surroundings
• Maintain vigilant compliance
3. Scrutinize Transactions
• Verification concerns
• Check cashing guidelines
• Identification rationale
• Dissecting transactions
• Fraudulent Schemes and Scams
4. Extraordinary Customer Experience
• The experience we deliver
• Effective communication
• Five habits of exceptional financial professionals
5. Ace Cross-Selling and Referrals
• Growing the relationship
• Product Knowledge
• Be inquisitive, engaging and prepared
• Spot opportunities; Start conversations
• Suggest solutions as the expert
Tellers, front-line professionals, anyone who has customer contact and those responsible for training and managing the customer experience Train your entire frontline! Multiple registrant discounts are available for TBA members and the program will be recorded for future playback.
Registrants will receive instructions in advance to access the online class and download the materials. Registrants will have access to a recorded copy of the seminar and materials for 90 days.
Register online or complete the attached form and submit via email. The fee includes access to the virtual seminar, program materials and session recordings.
IMPORTANT: Registration is per person and the program is priced accordingly. All attendees must be registered to ensure access to the program, materials and recorded content. If you would prefer to email us your registrations, we will be happy to invoice your bank.
Cancellation/Refund Policy
Cancellation or substitution requests must be made in writing. Email requests to education@texasbankers.com. Full registration fees will be refunded if written notice is received no later than February 24, 2026. Substitutions are permitted without penalty.
Presenter
Vicki Kraai
Vicki Kraai is CEO of InterAction Training — a company passionate about professional development training and education. Her 25+ years of Community Bank experience started at the family bank in rural Nebraska, serving as a bank teller and eventually becoming CEO. Kraai’s many years of banking include credit card lending experience where she was a member of the management team that launched the Cabela’s credit card program. She has a passion for developing people for success in the financial services industry. Banker’s value Kraai’s highly engaging “been there, done that” approach to all facets of her training and speaking engagements. She shares her expertise and experience as a faculty member for State Bank Association Schools and the Graduate School of Banking in Madison, WI.
Kristi Krayneski
Kristi started her career in IT but quickly moved to Finance/Investments.
Starting at a small Community Bank where she had the opportunity work
in many areas, learn a variety of skills within Banking, and create a
career in Banking. Kristi then left banking in 2023 and currently work with banks on leadership, operational excellence, growing their bank and training staff on the
customer experience, professionalism, and how to be a great banker!