Elements of a Successful Teller Training Program T

1 May 2003 Number 1309 The job description for today stellers covers a wide range ofresponsibilities. Tellers areexpected to accurately completetransactions and balance, have broadknowledge of their institution sproducts and services, keep up withcompliance and regulations, andhandle customer service concernswith finesse. Your institution may have a formaltraining Program in place, or may callupon you as an experienced Teller tohelp train or mentor new hires. Ineither case, you want to ensure thattraining is effective so that new tellerswill be well prepared to take on thechallenges of the position. Take a thorough, organizedapproach to Training , advises LeighFletcher, Training coordinator forSecond National Bank (SNB), anaffiliate of Park National Bank(Greenville, Ohio). Fletcher relies ona Training checklist that includes everytopic that must be covered every-thing from customer service and tele-phone etiquette to regulatory compli-ance and security procedures.

2 Thechecklist includes lines for the classtrainer, the on-the-job trainer, andthe trainee to initial for each item, she says. This way, the trainer andthe trainee both acknowledge that thetopic has been covered. (SeeChecklist on page 3.)At SNB, new tellers spend a mini-mum of 10 days in Training a com-bination of classroom sessions,videos and tutorials, and on-the-jobtraining. They also spend timeobserving tellers at work. We wantnew tellers to be comfortable with allthe Elements of the job before theyare out on their own on the tellerline, says Fletcher. Teller Training OutlineFletcher shares this outline ofSNB s typical 10-day Training Onestarts with orientation,including a tour of the building andall departments, with emphasis on theteller work area and the individualteller station. Trainees are showndemonstrations of equipment such asthe currency counter, encoder, checkprotector, and cash advance watch videos on communi-cation and making a good firstimpression.

3 They also spend sometime observing customer transactionsand interactions. Day observe themorning routine on the Teller line, opening the office setting up the Teller drawer ordering cash from the vault recording night-depositenvelopes and mailing receipts tocustomers checking supplies organizing the Teller stationTopics covered on day two includedebits and credits, money handling,detecting counterfeit currency, Three. In the morning,trainees concentrate on PC Training , Elements of a SuccessfulTeller Training ProgramTeller Training Program continued on page 2 InsideProfessional PointersGet Feedback With TellerEvaluation Training Checklist ..3 Issues and TrendsSnow-Marin: New Signatures Currency CUs Can ShareBest Practices With PALS Innovation of the Year Mint2003 Quarters Proof Set International Credit Union Day ..4 Readers TipsList the License Plate Number, Service at Tax ReturnTime ..4 Check-Fraud Prevention Tips forCustomers.

4 5 Welcome New Customers With aTour ..5 Teller Spotlight CU Teller Reacted Quickly toPrevent a Tragedy ..6 Maintain a Winning Maine Event: Newest StateQuarter Due in May ..7 Web Site of the Month The American Safe DepositAssociation ..7 Crime WatchCounterfeit Checks Involved inOverpayment Fraud Latin Lotto Scam Still Prevalent FDICC ounterfeit Check 4/7/03 11:04 AM Page 12 tellervision May 2003 Customer Service: 1-800-234-1660 Get Feedback With Teller Evaluation FormsLeigh Fletcher, Training coordinator for Second National Bank, an affiliate ofPark National Bank (Greenville, Ohio) says feedback is important to help yougauge the effectiveness of your Teller Training Program . She gives participants ateller evaluation form to fill out after they have been working at their assignedjob for a week or two. Fletcher asks the following questions to encouragetrainees to provide feedback: Did the Training provide adequate information to start you on the Teller line?

5 Did the trainer make clear to you your responsibilities as a customer serviceprovider representing this bank? Was your trainer prepared each day, and did she present the Training materialin an organized way? Did the trainer make good use of your time each day? Did the trainer take enough breaks during the Training sessions? Do you feel you had enough hands-on practice during the Training period? Was the trainer able to answer all of your questions? Did the trainer keep your attention in the way the Training material was pre-sented? Did the trainer explain things so that you understood? How could your Training have been better? Professional Pointersfirst by watching a demonstration andthen by practicing programs on acomputer. After lunch, the traineesgo through check-negotiation train-ing, which parties and requirements of acheck MICR and transit numbers check-clearing process endorsement guidelines check-cashing policy balances on computer-inquiryscreens overrides collection items holds and stop payments noncustomer transactions signature card verification acceptable forms of identificationDay take care ofnight deposits and practice setting upthe Teller station and cash Training is supple-mented with a video on check trainer goes over special proce-dures for money orders, official andcertified checks, savings bondssales and redemption, and this day and remaining days, inaddition to Training sessions, newtellers spend part of the day workingat the Teller window handling cus-tomer Five is devoted to securityprocedures and lockbox topics includean overview of compliance.

6 Banksecrecy is discussed in detail, andtrainees take a written test. Later theyattend a customer service benchmarktraining spend sometime observing the functions of theProof department. After that, theyreceive instructions in loan pay-ments and review all types of trans-action Eight includes three to fourhours of product Training , which cov-ers types of checking and savingsaccounts, CDs, loans, credit cards,the FDIC, bank programs , bank offi-cers, and chain of command. Traineesalso view a video on the bank s cus-tomer privacy Training Program from page 1tellervisionEDITORLisa SchroderEDITORIAL DIRECTORE laine StattlerASSOCIATE PUBLISHERJ ames O SheaPUBLISHERS usan Chazin EDITORIAL ADVISORY PANELLana ChandlerTeller Training CorrespondentCharleston, WVBrenda WilliamsonTraining CoordinatorMutual Federal Savings BankMuncie, INSheldon KershnerCorporate Services Manager, WorldwideInformix Software, , ORGary WohlgemuthVice President ComplianceFidelity BankWichita, KSThis publication is designed to provide accu-rate and authoritative information in regard to thesubject matter covered.

7 It is sold with the under-standing that the publisher is not engaged in ren-dering legal, accounting, or other professional ser-vice. If legal advice or other expert assistance isrequired, the services of a competent professionalperson should be sought From a Declaration ofPrinciples jointly adopted by a Committee of theAmerican Bar Association and a Committee ofPublishers. 2003 Aspen Publishers, vision (ISSN 0895-1039) is publishedmonthly by Aspen Publishers, 1185 Avenue of theAmericas, New York, NY 10036. One-year sub-scription costs $149. To subscribe, call 1-800-638-8437. For customer service, call editorial comments to Teller vision,125 Eugene O Neill Drive, Suite 103, New London,CT 06320. POSTMASTER: Send address changesto Teller vision, Aspen Publishers, 7201 McKinney Circle, Frederick, MD 21704. Allrights reserved. Duplication in any form withoutpermission, including photocopying or electronicreproduction, is prohibited. Printed in for permission to reproduce contentshould be directed to the Aspen Publishers Web siteat or fax a letter of intentto the permissions department at 646-728-3048.

8 Toorder 100 or more reprints of any article, contactJournal Reprint Services toll-free at 1-866-863-9726(outside the at 610-586-9973), or visit theirWeb site at For informa-tion on multiple orders or multiple purchases of backissues, please call Carol Johnson at 4/7/03 11:04 AM Page 2To subscribe: 1-800-638-8437tellervision May 2003 3 Day day nine, newtellers receive telephone customerservice Training and also learn return-check handling and food-stamp pro-cedures and are introduced to thebank s CRA Ten. New tellers work at theirteller windows. A review session is heldduring which the trainees receivehandouts on the routines for process-ing all transactions. They are encour-aged to take notes and ask questions. Teller Training ChecklistNew Employee _____Date Started _____The classroom trainer, on-the-job trainer, and trainee should initial each item after the material has been covered and thetrainee understands and feels comfortable with the topic.

9 ____Customer service: attitude, professionalism, dress code, accuracy____Telephone etiquette, confidentiality, office policies____Handling currency: counting, verifying, strapping, exchanges, security____Checks: negotiability, check-cashing policy, counterfeits, reading a check____Money orders, cashier s checks, officer checks, certified checks, drafts____Travelers checks: selling, cashing, security____Stop payments: completing form, fee, hold policy____Deluxe check-order procedures____Endorsement requirements____Deposit account features: benefits, service charges, rate sheet, Regulation DD____Automated Teller machine (ATM) mechanics, application procedures, balancing____Certificate of Deposit accounts: terms, interest paying methods, maturity, penalties____Federal Deposit Insurance Corporation____Savings bonds: selling, redeeming____Savings accounts: posting interest procedures, balancing, closing out accounts____Bond interest coupon processing____Collection items____Cash item handling: recording, notification forms, collecting, rerunning____Utility payments____Food stamps: verifying, processing____Treasury Tax & Loan payments____Safe deposit boxes: opening procedures, entry procedures, payments, legalities____Loans: payments, types of loans offered, names of loan officers____MasterCard/Visa program____Night deposit procedures____Proof correction procedures, account adjustment forms____Transaction routine, importance of the audit trail, using the add mode____Balancing: procedures, research, cash difference reporting____Teller terminal functions: opening and closing, re-entry procedures, inquiries____CRT functions: inquiry menus, maintenance, memos, change-of-address procedures____Signature cards.

10 Completion, adding and deleting names from accounts____Product Training and service brochure____Compliance training____Security training____Proof operations training_____Class trainerOn-the-job trainerTrainee TEV1309 4/7/03 11:04 AM Page 34 tellervision May 2003 Customer Service: 1-800-234-1660 Special ServiceAt Tax ReturnTimeCustomers who areawaiting the directdeposit of tax refunds maycall your institution daily tosee if the deposit has beencredited to their account. Try to remember the cus-tomers who have called tocheck the status, saysMaiko Gillen of BannerBank (Walla Walla, Wash.). Check those accounts firstthing when you get in, andif the deposit has posted,give those customers aquick phone call to let themknow the money is in theiraccount, says Gillen. List the LicensePlate Number,TooDonna Welsh of Town& Country Bank(Quincy, Ill.) shares this tipthat she learned in a securi-ty seminar. When workingin the drive-through, Ialways list the license platenumber and state, in addi-tion to the person s driver slicense number, on the backof the check I am cashing, she says.