High-performance Behavior Training in the Banking and Finances Industry Challenges Finances and Banking are facing

The inability to read the client's emotions, fear, surprise, and anger can determine the success and incorporation of this client’s portfolio into the institution. Emotional Intelligence.

Educating clients is not measured on the client's net worth, it is measured in the trust in the person in charge of managing the portfolio and the education/explanation to the clients.

  • Does Your client want to get their nose in the decisions, or is going to be a client that trusts the process, therefore easy to work with?
  • Is it going to be a referral for other clients?
  • Is it clear how the process works?
  • If it is financing, the %, payments, penalties for default?
  • How do you explain the risk to the client?
  • Is there a will involved?
  • Are they ready to talk about succession?
  • Do they have a lawyer?

My question to you is: 

  • Is your team ready - prepared - educated in how to talk to clients?
  • How to build trust?
  • Bring in new clients?
  • WORSE- read the room?

I guess the answer to the majority of these questions is a “NO”?! I am sure this “NO” comes with the question of how to fix the situation before it becomes a fatal situation.


Like any good diagnostic, it is important to assess the damage [if there is damage], come up with a plan and implement this plan. Having clear all the time what is the desired outcome for the team, shareholders and institution.

A 6-hour training is not going to do it, but training and steady follow-up and Q&A opportunities, are.

Let’s take a look at the numbers


  1. Cost accountants 4.85%
  2. Finance managers 3.63%
  3. Compliance officers 3.16%
  4. Financial analysts 2.31%
  5. Accountants and auditors 1.17%

41% of finance and accounting professionals are looking or plan to look for a new job this year.

78% of finance and accounting managers plan to hire more contract professionals in  2023 (up from 54% in July-December 2022).

Finance and accounting managers are hiring, but the challenges continue

  • 62% Hiring for new roles 
  • 34% Hiring for vacated roles
  • 89% Facing challenges finding skilled talent 

Relevant Data:

  • Gallup indicates that fully engaged banking clients bring 37% more annual revenue to their primary bank, highlighting the importance of fostering strong client relationships
  • 88% of banking CEOs are concerned about the speed of technological change, emphasizing the need for bankers to adapt and remain resilient in the face of industry disruptions.
  • 58%, highlighting the value of collaboration in banking
  • 75% of employers report difficulty finding skilled talent


Due to market factors, priorities for finance teams have changed dramatically over the past year. 

Top priorities are: 


> 31% Prioritizing balancing growth with profit effectively 

> 30% Increasing productivity of existing teams 

> 29% Hiring and staffing  


Skills needed for hiring and retention:

  1. Communication Skills
  2. Customer Service Orientation
  3. Analytical Thinking
  4. Problem-Solving Skills
  5. Attention to Detail
  6. Flexibility
  7. Ethical Judgment
  8. Interpersonal Skills
  9. Leadership and Teamwork
  10. Negotiation Skills
  11. Stress Management
  12. Client Relationship Building
  13. Cultural Sensitivity and Diversity Awareness
  14. Conflict Resolution
  15. Presentation Skills

Ready to fix the gap???

Susan Ibitz Behavior Consulting