“I learned conversational Spanish targeted to communicate with and better service our bank. I also learned basic grammar and vocabulary to feel comfortable communicating with Spanish speakers.”
- What we were responsible for
- Heartland took on three pieces of work for this community bank: Spanish translations of the materials the bank uses most, on-site interpreters for critical face-to-face customer meetings, and a 16-week instructor-led Spanish for Bank Tellers course for English-speaking staff.
- Outcome
- Spanish-speaking clients can get accurate information and real service in Spanish. Tellers who completed the course report stronger engagement and rapport with customers. The bank has a visible commitment to the communities it serves and a playbook it can reuse as language needs grow.
The challenge
As community demographics shifted, the bank's frontline staff and communications struggled to keep pace with the language needs of a growing Spanish-speaking client base. The result: delayed service, communication missteps, and missed opportunities to build trust with new customers.
Our approach
- Localized the bank's most-used informational and marketing materials into Spanish
- Deployed on-site interpreters for critical face-to-face customer meetings
- Delivered a 16-week instructor-led Spanish for Bank Tellers course for English-speaking staff
Outcomes
- Spanish-speaking clients access accurate information and meaningful service in their own language
- Tellers who completed the program report stronger engagement and rapport with customers
- A long-term signal of commitment to the diverse communities the bank serves
- An adaptable playbook for scaling language access as needs grow