Eight Principles that Count at the Teller Window

Every teller has a personal interest in cash-handling procedures and should be certain cash-related  policy is meticulously obeyed.  Cash limits vary from institution to institution and even from one teller to another, depending on the teller's specific responsibilities.  Limits can also vary from day to day, depending upon your cash needs. 

 

1. Large bulk-cash deposits should be removed from the teller window as soon as possible.  Similarly, prepared change orders should not be kept at the teller window awaiting pickup. It is tempting fate to use teller windows as temporary storage space for large sums of money.  The teller's coin vault could be used for safe temporary storage during the day.
2. Each teller is responsible for the currency and coin supply assigned to him/her.  Tellers also are charged with the responsibility of accepting money from--and paying money to--their customers.
3. Financial institution tellers are the constant target of thieves, swindlers, and con artists.  This is true of almost all phases of teller activity.  Teller training must go beyond the basics of counting money and making change.  Learning how swindlers cheat  tellers is an essential part of the training.  This requires continuous, on-going teller training.  Professional crooks are clever and resourceful.  They are well acquainted with internal procedures, and constantly invent new deceptive tactics.  Management must understand that a "new" teller steps up to the window and enters the world of major-league fraud.
4. The teller's responsibility for handling money begins before the teller window is opened and extends up to the point of balancing and turning in the cash supply at the end of the day.  During that time thousands of dollars are handled--money set up in the drawer, taken in from and paid out to depositors and customers, or transferred within the institution.
5. If interrupted during counting, stop and start again.  It's better to take the extra minute than to shortchange or overpay someone.
6. Avoid making unnecessary conversation when counting.  This discipline enables the teller to stay focused and avoid being distracted during the counting steps.
7. Ask customers to count large amounts of cash before they leave the window.  As an added precaution, follow procedures for having customers sign for large amounts of cash, to indicate receipt of the money.
8. By handling currency and coin in a consistent and professional manner, the work is simplified and the chance of error is reduced.  Equally important, tellers develop the skill to concentrate on both the transaction and the customer.

Pay the teller the respect they are due, smile when you see them and provide them training and coaching routinely!

Still learning,

Honey

Five Points that Ensure Quality Training

As you contemplate creating a training session keep in mind that all training is intended to either prevent problems, correct problems or prepare people to make a change.  In a few cases, a training program is aimed at all three of these. 

 

Here are five points to mull over as your plan your training session.

1.      Establish clear learning objectives.

               What is the point of the training?

               What are the expected outcomes and takeaways of the training?

Example: The point of the training is to increase accuracy, speed and efficiency with the new account platform system. 

2.       Create targeted content

What content will best support the stated goals?

Example: If the learning objective is “to increase accuracy, speed and efficiency with the new account platform system”, what information should you include and present to reach that objective

3.       Consider all delivery options

What teaching methods will you employ?

Example: Teaching methods that draw on the knowledge, experience and expertise of experienced users in class and generate discussions with less experienced users may be a highly effective option to support transfer of knowledge. 

4.       Monitoring, assessing and tracking results

How will you know if the trainees have learned the content?

How will you know if the learning objectives were achieved?

Example:  A hands-on demonstration by the trainer and then by the trainees might be used to indoctrinate and educate users on the platform system application.  For these types of skills, a mastery of at least 90% of the exercise content is a reasonable standard.  

5.       Post training support and learning reinforcement

What tools will trainees leave with that can help them implement the learning?

What additional support will be available for trainees?

Example:  If lack of understanding persists after having attended the initial training, you should provide additional resources, coaching, reinforcement, discussions, etc.  A Quick Reference Guide is the type of tool trainees can quickly access for reminders or independent instruction until they have mastered the learning objective.

Quality training demands pre-planning and passionate execution.  Walk through these five points the next time you are ready to create quality training.

Still learning,

Honey

interaction-training.com

How Do I Know This ID is for Real?

Identification Rationale
Requesting, examining, and recording the presenter’s identification is an important part of the check-cashing decision.  It is how you determine whether the presenter is the person he or she claims to be. Since it is difficult to recognize everyone who wants to cash a check, properly identifying them is critical.

Identification Six Point Validity Test

Determine the validity of customer identification using specific criteria.

Acceptable identification must:

      1.   Contain a photograph.

      2.   Describe the presenter.

      3.   Show a sample of the presenter's signature.

      4.   Include the birth date of the presenter.

      5.   Display a date of expiration.

      6.   Be recognizable as an official I.D. and contain a registration or identification number.

Commonly acceptable forms of identification may include:

• Valid Driver's License with a photograph                             
• Armed Forces issued  ID                                                        
• USA/Foreign Passport    
• Official state Issued ID with a photograph                           
•  INS issued Alien Registration Card
• Well-known employee I.D. cards that contain photograph
• Government/military identification cards

REMEMBER:  For the I.D. to be acceptable, it must pass the Six Point Test.

Cross-Selling Tips for Bankers

You must always set the stage for cross-selling with excellent service and a positive image.  Start your day off with cleaning up your work area, stocking it with supplies and marketing material.  Include brochures, business cards and if you have a special offer create a tent card for your window by tastefully mounting a screen shot or newspaper ad for display. Clear picture frames make excellent props for displaying brochures or advertising. Focal points generate conversation so you will want to support any effort the company has put forth in statement stuffers, signage and advertising.

There is an old adage that goes like this “people don’t care how much you know until they know how much you care.”  How you convey that you care begins with a smile. 

Be Inquisitive, Engaging and Prepared

• Appear friendly and approachable
• Introduce yourself, look them in the eye
• Use their name
• When it’s appropriate start and end on a handshake
• Pay them a sincere compliment
• Get to know them as a person
• Engage them with questions that express care and interest

“How’s your week going?”

“Tell me about your family,”

“Tell me about your work.”

“What’s new with you?”

“Have any big plans for this time of the year?”  

Put these tips to work for you and you will ace your job at the branch!   

Still learning,

Honey 

Money Matters for the Teller!

There are many key disciplines when it comes to handling money.  Here are just a few...

All currency in the teller’s possession should be face-up, appear orderly and stored neatly.

When purchasing currency, the teller should verify the purchase immediately turn the strap or replace it with a new strap, stamp the strap with his or her teller stamp, and initial it.  All strapped currency in the possession of a teller should have the purchasing teller's initials and dated teller stamp on the up side of the strap. In order to prevent misuse, it is important all used currency straps be torn in two.

The teller's cash handling responsibilities begin anew daily.  Starting with the moment the teller takes possession of the cash and right up to the point the money is returned to safekeeping at the end of the day.  A best practice is for the teller to start the day counting and recording the cash drawer validating the drawer is intact. 

If interrupted during counting, stop and start again.  It's better to take the extra minute than to shortchange or overpay someone.

Avoid making unnecessary conversation when counting cash or preparing a cashier’s check.  Discipline is important to avoid being distracted during the counting steps.

Ask customers to count large amounts of cash before they leave the window. As an added precaution, follow procedures for having customers sign for large amounts of cash, to indicate receipt of the money.

Handling currency and coin in a consistent and professional manner assures the work is simplified and the chance of error is reduced. Equally important, tellers develop the skill to concentrate on both the transaction and the customer.

Ace all audits by following proper procedures and being consistent.  Email me, honey@interaction-training.com for your free copy of the Audit Checklist for Tellers.

Still learning,

Honey

Teller Training - Cross-Selling Skills Series

Setting the Stage

You must always set the stage for cross-selling with excellent service and a positive image.  Start your day off with cleaning up your window, stocking it with supplies and marketing material.  Include brochures, business cards and if you have a special offer create a tent card for your window by tastefully mounting a screen shot or newspaper ad for display.  Clear picture frames make excellent props for displaying brochures or advertising.  Focal points generate conversation so you will want to support any effort the company has put forth in statement stuffers, signage and advertising.

There is an old adage that goes like this “people don’t care how much you know until they know how much you care.”  How you convey that you care begins with a smile. 

·         Appear friendly and approachable

·         Offer your name, look them in the eye

·         Use their name

·         Whenever it’s appropriate start and end on a handshake

·         Pay them a sincere compliment

·         Get to know them as a person

·         Engage them with questions that express care and interest

Ø  “How’s your week going?”

Ø  “Tell me about your family.”

Ø  “Tell me about your work.”

Ø  “What’s new with you?”

Ø  “Have any big plans for this time of the year?”

·        Sometimes they have someone with them, ask about the other person, this could be an entrée to more conversation

Ø  “Who is this you have with you today?”

·         Always inquire how satisfied the customer is with your company.

Ø  “Before today when was the last time you visited the branch?  How did we do?”

Stay tuned for how to exceed what is expected of you by the company and what you need to do to exceed what the customer expects from their financial institution.  More to come...

Still learning,

Honey

The Teller Line

Coaching is a powerful approach to developing tellers.  Coaching focuses on improving job skills and knowledge. Through routine coaching you can help the teller explore and evaluate what will be the best choices in order to maintain an attitude that compliments how they interact with others.  One-on-one coaching says to the teller “what you do and how you do it matter”.  It creates visible, concrete evidence of your commitment to helping the teller line excel.

Tune in today or buy the download for my webinar, Start Coaching & Stop Hovering Over the Teller Line.

Make time to coach.  You will find coaching a powerful tool for teaching others how to go about building meaningful relationships and choosing empowering behaviors that improve job performance. 

Coaching is when you reinforce what is expected and review performance outcomes.  What have you conveyed to the teller about expectations?  Be certain your teller line knows what is expected of them in these categories.  Be certain you inspect what you expect.

1.     Accuracy

2.     Balancing

3.     Procedures

4.     Managing Change

5.     Dependability

6.     Exceptional Service

7.     Salesmanship

8.     Knowledgeable

9.     Resourcefulness

10. Accountability

Email me I have a great free tool for you called the Coaching Session Form.  You will want to use this form in preparing for and conducting your coaching sessions as well as documenting what transpired.

Still learning,

Honey