At INB, our staff spends many (many) hours undergoing new training.
While it may not be the most exciting way to use our time, we know that investing in ongoing training and professional development is not just regulatory. Equipping our team with updated information about compliance, security, ethics, and fraud prevention ultimately protects our operations and our customers.
So what exactly does that look like?
“Across the board, we use an electronic format for coursework, which is assigned to different divisions,” says Kelley Himmelberg, INB’s director of human resources. “Every employee trains on highly regulated issues like ethics, identity theft, and physical security, like making sure their computer monitors lock when the staff member steps away from their desk.”
Each division in the bank takes on at least five trainings every quarter. All new employees jump right into the training when they come on board as well.
We know it’s crucial to disseminate accurate information and products that are safe, secure and compliant. Because of that, our operations and retail staff undergo particularly intensive training.
RETAIL: Training our Front-line Defense
Our employees, especially our retail department, are often the first line of defense against cyber threats, fraud and other security risks.
“Our staff is committed to staying ahead of emerging threats,” shares Dee Pedersen, manager of INB’s Customer Call Center and Interactive Teller Machine team. “We meet regularly to discuss the latest fraud trends in our area, complete quarterly security training courses, and remain vigilant in identifying potential risks.”
“When we detect an increase in fraud or security concerns, we act quickly—alerting management so we can proactively inform both our staff and our customers,” Dee adds. “Our dedication to ongoing education and swift action ensures that every transaction is secure, every product is safe, and our customers’ financial well-being remains protected.”
Training programs help our team recognize suspicious activities and handle sensitive customer information properly.
“Our tellers are mentored through a mentorship program and go through meticulous compliance training – everything from overdraft and error resolution to preventing elder abuse,” Kelley shares. “We know that regular customers at some of our branches may get frustrated when asked for an ID by a new teller, but they are simply following safety protocol for the customer’s protection.”
DEPOSIT OPERATIONS: Trained for Security Behind the Scenes
Under the leadership of Jamie Singer, INB’s Deposit Operations team has embraced cross-training to become more versatile and effective, with every team member trained in multiple areas.
“This approach not only builds resilience within the department but also enhances our ability to adapt to new challenges,” says Missi Searcy, AVP, Deposit Operations. “A significant part of our work involves reviewing spreadsheets, but within those numbers lies our mission: balancing everything that flows through the bank. If something doesn’t add up, we dive in to identify and correct the issue, ensuring the bank remains in perfect alignment.”
Our frontline teams, like loan officers and branch managers, rely on Deposit Operations for behind-the-scenes support and security, making training all the more compelling.
“We ensure that every process aligns with regulatory and compliance standards. This dual focus protects the bank and its customers, reinforcing trust and reliability, Missi says. “As the banking world evolves, we actively monitor and adapt to changes in deposit-related processes, ensuring our operations reflect the latest industry developments.”
PROFESSIONAL DEVELOPMENT: Staying Ahead of the Curve
We also have seen firsthand at INB that well-trained employees resolve issues efficiently and build stronger relationships with clients by providing accurate information and service.
Because of that, we encourage continuous learning for all our staff.
“We have the green light from our leadership team to educate our employees,” Kelley notes. “As HR director, one of my tasks is registering staff for classes and different events. Managers look at their entire division to see where we might need to shore up their training, and then encourage staff to attend a conference or other professional development opportunity.”
Many at INB attend events like Economic Investment Day at the Capitol as well as Illinois Bankers Associations conferences.
Kelley and her colleague Jenni Snow (AVP, Human Resources) are both members of the local chapter of the Society of Human Resource Management. Together, they attend meetings with various HR reps across industries for monthly trainings on specific topics, as well as a nationwide conference every other year.
“We always encourage employees to attend conferences so they can learn newest and most innovative products, discover new resources to help customers and form relationships with fellow banks,” Kelley says. “Conferences help us be better performers on the back end.”
Overall, INB clients can be assured that across the entire bank, the INB team is at the forefront of all things security, compliance, and innovation. In an increasingly complex financial landscape, prioritizing training and education today ensures long-term success for our bank and our customers.