A Glance at the Teller Window

Like many other people throughout America, I drive to the bank routinely to conduct my personal and business transactions.  As I am greeted by the bank teller I make judgments about how they interact with me, how they do their jobs and sometimes think “what is taking so long?”

I started my career as a teller and I will never forget how initially overwhelmed I was with the expectations for a teller.  A short list included treat everyone fairly, acting friendly to all – no matter how they might act or even smell, remember all the policies and regulations and keep all the money in check so you’ll balance.  Then there were tasks and duties from working up the mail to verifying cash shipments to learning the latest changes to the teller platform system.

Today during the course of a day the teller wears many hats and the bar has been raised even higher.  Many of the actions and decisions a teller makes carry a significant risk with them.  The risk associated with entering data incorrectly, violating confidentiality, issuing cashier’s checks and identifying counterfeit instruments or ID.

The role requires the teller to not only meet and greet customers but emphasis is on recognizing their faces and knowing many of their names.  Customers sometimes are offended when they are not immediately recognized and that is where the teller must jump into recovery mode.  A teller is expected to be quick and efficient working up sometimes numerous and complicated transactions with people who are in a hurry or running late.  Tellers are encouraged to introduce and promote products to the customer in the course of transactions while at the same time remembering a list of passwords, applications, forms and menus to complete work error free.

A teller is personally responsible for handling serious amounts of cash each day.  He or she is given a cash drawer for which they are exclusively accountable for at the end of the day.  During the course of the day, having conducted numerous and many times complicated transactions, the work taken in and what is in that drawer must balance. The teller has to be keenly aware of behaviors of people going through the line, always on the lookout for the one hoping to get a free ride through the bank by scams and other devious actions.  Adding to the stresses just mentioned a teller must also be knowledgeable about strict banking procedures and federal regulations which change on a daily basis. Violation of some of these procedures or regulations could cost the teller their job or the bank to be fined.  Then there is the awful potential someone toting a gun  could be the next customer.

The bottom line is this - at a glance the job of a teller may look simple, but it clearly is not.

The next time you encounter your teller let them know how just much respect you have for what they do! 


Still learning,


Honey