Building Skills and a Book of Business as a Student Loan Consultant (SCL )

1. Building Skills and a Book of Business as a Student Loan Consultant (SCL) An Instructional Plan Presented by Jessica matye

2. Agenda • Course Description • Target Audience • Length of Course • Goals and Objectives of the Course • Instructional Strategies • Implementation Plan • Evaluation and Results

3. Course description • Addresses incorporating new procedures with the existing EFS Relationship Management Application (ERMA) • Addresses different ways to build and maintain a book of business • Provides different strategies on how to prioritize, build rapport and use a variety of sales tactics to assess the needs of new and existing customers. • Provides guidance for on how to meet customer needs with loan products • Shows how to reach sales goals while balancing inquiries from incoming phone calls and internet contact

4. Who is the target audience? • Current team members that work with Education Financial Services as Student Loan Consultants (SLCs) that: • Have a minimum of six months of job experience • Are using the current procedures and process that are outlined to meet existing expectations. • Have basic understanding of building rapport and soft skills • Are computer literate • Are familiar with expectations of the Wells Fargo training environment

5. Goals and objectives of the course -1 Goal Objectives SLC will be able to perform outbound call duties as assigned given classroom discussion and job aids within the time allotted by Workforce Management. SLC will be able to integrate new compliance procedures on their inbound phone calls given classroom discussions on quality standards by meeting an average of 90% quality rating in the first month of implementation. • Implement new procedures resulting from a restructure within Educational Financial Services.

6. Goals and objectives of the course -2 Goal Objectives SLC will be able to apply soft skills and relationship building tactics given activities, role play and classroom discussion with all Wells Fargo clients with receiving customer satisfactory scores meeting the department objectives. SLC will be able to manage their own contacts and leads in the EFS Relationship Management Application (ERMA) so that daily tasks can be assigned to themselves given hands simulation/training in a test environment without error. • Provide a roadmap for SLC’s so that they can build and own a book of business and maintain relationships with clients to meet sales goals

7. Goals and objectives of the course - 3 Goal Objectives SLC will be able to integrate appropriate sales approaches and tactics with customers over the phone for applicable loan products given role plays, class discussions and small group activities on all applicable phone calls successfully after a month of practicing application. SLC will be able to identify opportunities for referrals to other Wells Fargo products on phone calls with new and existing customers given classroom discussions and role play by being able to cite at least two examples for each product. • Provide multiple sales tactics and approaches to SCLs so they will be able to meet the needs of the Wells Fargo customers.

8. Instructional strategies for success Instructional Strategies Activities Simulation Role Plays Case Studies Job Aids On the job trainings • Lecture • Discussion

9. Using technology! What kind of technology? • Web based learning • ERMA test environment for simulation • Video phone call review • Power Points • Electronic Participant Guides

10. Implementation plan How will we get there?

11. Key stakeholders – who is involved?

12. Plan implementation Senior Leaders Team Managers October – Email communication with team manager and team member expectations Meeting to discuss training objectives, roll out and team meeting talking points November – Team meetings to be conducted December – Meeting to discuss concerns that arise in team meetings • September – Informative email/memo • October - Meeting to discuss plan • October – December – Monthly touch base meetings to discuss progress and design review • February – Meeting upon training completion • Senior leaders will be copied on all communication

13. Plan implementation (continued) Participants Subject Matter Experts October – Email communication regarding design feedback, testing activities and classroom assistance Virtual meeting to discuss expectations October – November – Ongoing weekly meetings for design evaluation December – Testing on training and activities • October – • Initial changes communicated in a town hall meeting • Follow up email communications and communication about team meetings with dates and times • November – Team meeting • December – Class schedule is communicated

14. Length of course • This course will be a total of 17 hours in length and will be broken up over the course of four days as follows: • • Day 1 - 8 hours • • Day 2 - 4 hours* • • Day 3 - 4 hours* • • Day 4 - 1 hour Debrief of application/Closing/Questions • All training will be in a training classroom equipped with computers for each participant. This will allow for a blended learning environment for web based and application training as well as lecture and group discussion. *Training will be in the morning and the remainder for the day will be spent on the production floor applying what has been learned within the training class.

15. Length, time, location – Phoenix Session 1 Session II Tuesday January 20th through Friday January 23rd (9:00 am – 5:30 pm) Day 1 (9:00 am – 4:30 pm) Day 2 (9:00 am – 1:00 pm)* Day 3 (9:00 am – 1:00 pm)* Day 4 (9:00 am – 10:00 am) Debrief of application/Closing/Questions • Tuesday January 13th through Friday January 16th • Day 1 (8:00 am – 4:30 pm) • Day 2 (8:00 am – 12:00 pm)* • Day 3 (8:00 am – 12:00 pm)* • Day 4 (8:00 am – 9:00 am) Debrief of application/Closing/Questions *Training will be in the morning and the remainder for the day will be spent on the production floor applying what has been learned within the training class.

16. Length, time, location – Sioux Falls Session 1 Session II Tuesday February 3rd through Friday February 6th (9:00 am – 5:30 pm) Day 1 (9:00 am – 4:30 pm) Day 2 (9:00 am – 1:00 pm)* Day 3 (9:00 am – 1:00 pm)* Day 4 (9:00 am – 10:00 am) Debrief of application/Closing/Questions • Tuesday January 27th through Friday January 30th • Day 1 (8:00 am – 4:30 pm) • Day 2 (8:00 am – 12:00 pm)* • Day 3 (8:00 am – 12:00 pm)* • Day 4 (8:00 am – 9:00 am) Debrief of application/Closing/Questions *Training will be in the morning and the remainder for the day will be spent on the production floor applying what has been learned within the training class.

17. Evaluation and results How will we make sure goals and objectives are met?

18. Criteria and assessments Criteria Assessments Quality Evaluations Surveys Scenarios Test through Simulations • Procedures • An average of 90% or higher within the “Compliance” section of the evaluation form • Schedule adherence at an average of 95% • Soft Skills • Customer surveys average of 87% • ERMA • Successfully complete a simulation without error • Sales Tactics • an average of 95% or higher within the “sales implementation/offering all applicable options” section • an average of 98% or higher within the “determined the opportunity for referral” section

19. Reporting and the future

20. Thank you!