Teller Skills Customer Service Fundamentals

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Organization Verisure, Inc • Everything has its place – eliminate clutter! • Loose currency/coin easily accessible, top drawer, but all grouped by denomination • Packaged money stored in lower cabinet or in back of drawer • Mutilated and bait segregated, but bait can be accessed • Cash limits monitored and alarms work • When away, drawers locked and terminals logged-out © Copyright 2006 by Pivotal Financial Resources 6
Routine is the key 1. Greeting – always use name where possible 2. Transaction Type – understand what is being requested by the customer or member 3. Identification – where cash is received or paid out, verify ID using bank policy 4. Obtain <strong>Customer</strong> data – check systems for holds, NSFs, comments, stops, available balance & other information 5. Post transaction – to obtain approval or memo post to automated systems 6. Use Paylist – when receiving or paying cash 7. Cash Tickets* – make necessary CI/CO or batched cashed check and add to totals 8. Validate items - as required & for audit trail 9. Issue Cash and/or receipts – give customer 10. Thank customer – again by name *Cash Tickets not used on real-time systems Verisure, Inc © Copyright 2006 by Pivotal Financial Resources 7
Page 1 and 2: Webinar Series - T 401 Teller Skill
Page 3 and 4: Essential Qualities • People Skil
Page 5: Teller Toolkit Verisure, Inc • Wo
Page 9 and 10: Counting Methods Denomination Used
Page 11 and 12: Causes of Mistakes D’oh! Verisure
Page 13 and 14: Teller Terminations Verisure, Inc M
Page 15 and 16: Servicing Statistics • 68%-78% of
Page 17 and 18: Difficult Situations Verisure, Inc
Page 19 and 20: Questions? Verisure, Inc © Copyrig
Page 21 and 22: Teller Money Handling and Balancing

Teller Skills Customer Service Fundamentals

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