The Eight Keys to Teller Excellencettsmedia.ttstrain.com/TellerExcellence1014.pdf•The 8 Keys to Teller Excellence •Confidence Building Strategies •Tips for Managing Your Emotions

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TheEightKeystoTellerExcellence

Janice Branch

janice@interaction‐training.com

www.interaction‐training.com

MakingtheMostofThis

• Stay focused

• Take notes

•Discuss with others

•Commit to using 1, 2 or 3 ideas


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WhatYouWillLearn

• The 8 Keys to Teller Excellence

• Confidence Building Strategies

• Tips for Managing Your Emotions at Work

• Tips on Courtesy, Kindness and Professionalism

• Tips on What to Say in Sticky Situations

www.interac

tion‐training.com

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Introduction

• It’s a big job!

• It’s critical to success of institution

• The responsibility to make sure well‐trained on all aspects of the job lies with supervision, management, and the teller.


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TheEightKeys

1. Professional Maturity

2. Manage Your Image

3. Follow Procedure

4. Scrutinize Transactions

5. Minimize Cons and Scams

6. Provide Extraordinary Service

7. Ace Cross‐Selling

8. Master the Balancing Act


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Key1:ProfessionalMaturity

•What is professional maturity not?

• It is not related to age, length of service, experience…but it can be.


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ProfessionalMaturity

• It is definitely about how you act and react on the job!

• Behavioral choices

• Self‐evaluation

•Managing feelings


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•What message do you send others?

• Ask yourself 2 questions at the end of each work day.

• Learn to backburner feelings until appropriate to deal with them.


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Ann Landers is quoted as saying her definition of maturity is:

• To be able to stick with a job until it is finished.

• To be able to bear an injustice without having to get even.

• To be able to carry money without spending it.

• To do your duty without being supervised.


• Flexibility as it relates to the job

• Flexibility and the customer

• Flexibility and you, the teller


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Key2:ManageYourImage

• Created by what people see, sense, hear and read about YOU

•What You Wear

• Body Language

• Communication • Verbal• Written


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ManageYourImage

• Get crystal clear about the image you want

• How do you wish to be seen by others?

• Customers

• Management

• Co‐workers


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Image:WhatYouWear

•Dress Code• Business‐Casual

• See website for 5 articles on dressing for work


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Key2:ManageYourImageBodyLanguage

•Made up of facial expressions, gestures, posture, grooming

• Included tone of voice, stance, stride, body movement and energy


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Image:BodyLanguage

• 57 to 75% of message the brain gets through sight

•What you say and body language must be in sync


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Image: BodyLanguage

Practice these Good Habits

Eye Contact

Smile

Firm handshake

Stand head up, back straight


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Image: Communication

•Confidence

•What You Say, How You Say It

•Reputation

•Confidentiality

•Positive Attitude

•Manage Emotions


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Image: Confidence

• It is self‐assurance or the belief in your ability to succeed or choose best course of action

• Get it by successful handling of actions and interactions, practice and exposure to different personality types and situations

• It takes commitment, patience and practice


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ConfidenceBuildingStrategies1. Set stretch goals annually; professional and

personal.

2. Keep learning; seek a mentor.

3. Volunteer for assignments or extra work.

4. Take on more responsibility.


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ConfidenceBuildingStrategies

5. Ask for additional work and cross‐training.

6. Create a personal achievement list. Include personal and professional accomplishments. Look at it often.

7. Seek to be in charge of something.

8. Visualize success by writing out positive affirmations.


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Image:WhatYouSay;HowYouSayIt

Make a habit of:

• Being friendly and engaging

• Apologizing, when appropriate

• Speaking clearly with confidence; pleasant voice tone w

ww.interaction‐training.com

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Image:WhatYouSay;HowYouSayIt

• Avoid slang expressions or industry jargon

• Always use the customer’s name

• Explanations framed about your job, not the customer


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StickySituationsCallforPositiveWords

Negative

What is your complaint? The problem?

Our policy is…

There’s a mistake on your deposit slip.

Positive

Could you explain the situation?

I can do (this) or (this).

Which works best for you?

It appears an error has been made.


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Image: Reputation

• Customers’ talk

• Yours and institution’s joined

• Your behavior when you wait on them

• Your behavior when you aren’t aware they see you

• Social networking sites


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Image: ManageYourEmotions

• Perceived mistreatment by customer, peer, manager

• Dealing or coping with co‐workers

• Life’s adversities


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TipsforManagingYourEmotions

• Focusing on the feeling tends to make it grow

• Switch focus to work or customers’ needs

• Time spent worrying is wasted time


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TipsforManagingYourEmotions•When angering—stop and take deep breaths

• Strive for professionally friendly behavior

• Compartmentalize emotions

• Smile


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Image:Confidentiality

• Don’t discuss customer’s business with ANYONE unless it pertains to business need

• Be mindful of who’s in the institution that might overhear

• Be mindful of where you are

• Note about lunch


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Image: Courtesy,KindnessandProfessionalism

• Applies to how you treat customers, as well as co‐workers

• Concern among leaders of lack of consideration among co‐workers


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Image: Courtesy,KindnessandProfessionalism

• Goal is to make people feel valued, respected, important

• Use courteous statements always—Please, Thank You, Excuse me.

• Professionals set goals: balancing, on time, accuracy, referrals, sales


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TipsonCourtesy,KindnessandProfessionalism

• Respect other’s right to privacy. Avoid gossiping.

• Keep voice modulated; not too loud or too soft.

• Don’t takeover for others.

• Think before you speak. Clean it up when fail. www.interaction‐training.com

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TipsonCourtesy,KindnessandProfessionalism

• Accept other’s ideas and suggestions.

• Utilize courtesy statements often

• Don’t grumble, complain, or whine

• Manage personal life so it doesn’t interfere www.interaction‐training.com

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Image: Organization/TimeManagement

• Cash drawers neatly arranged; money face up, pointing in same direction

• Package all money properly


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Image:Organization/TimeManagement

• Necessary forms and supplies stocked daily

• Work face down, out of reach

• Continuously count down currency; sort out mutilated


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Image: Organization/TimeManagement

• Strap loose currency by denomination when time permits

• Make a daily “to do” list

• Maintain a notebook of vital information


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Image:Organization/TimeManagement

• Designate a cleaning day monthly

• Remember:

The customer is always your first priority!


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Image: MaintainPositiveAttitude

• Few things affect life more significantly

• It is the way we communicate how we’re feeling to the others.

• Your choice entirely!


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Image:MaintainPositiveAttitude

• Positive affirmations

• How important is this event in respect to entire life?


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Key3:FollowProcedure

•Why do we have them?

• Learn, know and follow

• Learn where and when exceptions can be made

• Be Aware: Anytime we move away from procedure, institution is at risk!


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Procedure: HandlingCash

•Requires concentration, consistency and accuracy

• Safeguard supplies: • keys • teller stamp

• forms

• mutilated $

• bulk cash


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Procedure:HandlingCash

• Be mindful of exposure of large sums of cash

• Dual control: • Vault

• Stocking ATM

• Night Depository


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Procedure: HandlingCash

• Never discuss cash shipments

• At no time can money be borrowed or loaned from cash supply


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Procedure:HandlingCash

• Anytime back to money; lock drawer

•Maintain cash limits

• Don’t handle your own transactions


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Procedure:BankRobberyPreparedness

• Training offsets panic in emergencies; train annually

•Be sure you’re informed and prepared to follow training • During robbery dos and don’ts• After robbery dos and don’ts• Visit FBI website for details • Calm, Compliant, Observant


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Procedures: VigilantCompliance•BSA: Complying with requirement to report and/or maintain information on certain cash transactions.

•REG CC: Established by Federal Reserve Board to uniform approach financial institutions take in placing holds on deposits. All FI’s must comply.

• Seek out compliance officer for specifics and training


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Key4:ScrutinizeTransactions

• Verification Concerns

• Check Cashing Guidelines

• Identification Rationale

• Examining Endorsements


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Scrutinize:VerificationConcerns

• Cash amounts in/out

• Valid identification

• Account history

• Correct account number

• Stop‐payment order

• Policy/Procedure

• Regulations

• Adhering to limits

• Seeking approval/second opinion where warranted


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Scrutinize: CheckCashingGuidelinesONUSPresentedbyAccountHolder

• Visually id or request id

• Verify sufficient funds


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Scrutinize:CheckCashingGuidelinesONUSPresentedbyNon‐AccountHolder:

• Check for proper endorsement

• Verify Payee’s id

• Verify sufficient funds

• Check for stop payments or alerts


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Scrutinize: CheckCashingGuidelinesNOTONUSPresentedbyAccountHolder:

•Check for proper endorsement

•Visually ID or request ID

•Check average balance and NSF history


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Scrutinize:CheckCashingGuidelinesNOTONUSPresentedbyNONAccountHolder:

•Check your institution’s policy for this type transaction.

• If acceptable:

•Check for proper endorsement

•Verify Payee’s ID


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Scrutinize:IdentificationRationale

Acceptable ID must pass Six Point Validity Test1. Contain photograph

2. Describe presenter

3. Show a sample of presenter’s signature

4. Include a birth date of the presenter

5. Display a date of expiration

6. Be recognizable as an Official ID and contain a registration or ID number

Most commonly used and accepted form of ID is the

Driver’s License. Be sure you know what other forms of ID are acceptable at your institution.


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Scrutinize: RequestingIdentification

•Request for ID may be met with resistance, frustration or anger

•What not to say

•What to say


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Scrutinize: ExaminingandRecordingID

• Watch for signs of nervousness

• Make 3 way comparison

• Look for signs of tampering

• Check expiration date

• Ask for 2nd form of ID if unsure

• Compare addresses and signatures

• Record on face of check


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Scrutinize: Endorsements

• The legal means of transferring ownership

• When endorsed, payee is promising to pay

• Types of endorsement

• Blank

• Special

• Restrictive

• Conditional

• Qualified


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EndorsementType– Blank

•Most common and accepted

• Signature or stamp

•Has no instructions

•Can have 2 payees

•Can use to transfer ownership


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Scrutinize:EndorsementType‐ Special

• Has instructions

• States who to transfer ownership to


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Scrutinize: EndorsementType‐ Restrictive

• For Deposit Only

• Pay to ____ Only

• Only in endorsement restricts use of the check

• Should not be cashed


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Scrutinize: EndorsementType‐ Conditional

• Contains specific conditions that must be met before payment can be made

• Rarely used or accepted except with officer or supervisor approval

• Normally sent for collection


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Scrutinize: EndorsementType‐ Qualified

•Might contain words: “Without Recourse”

• Rarely accepted

• Send for collection

• Refer to supervisor


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EndorsementGuidelines

• Item must be endorsed to cash or deposit

• All checks should be examined for proper endorsement

• To transfer it, must 1st be endorsed by 1st

payee


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EndorsementGuidelines

• Once transferred, only last endorser has title to funds

• Checks payable to business cannot be deposited into personal account

• Checks payable to institution for cash should be made payable to cash or payee name and signed and endorsed by payee


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Key5:MinimizeConsandScams

• Know Your Money

• Forgeries and Stolen Checks

• Kiting

• Less‐Cash Deposits


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ConsandScams: KnowYourMoney

•When $ undergoes facelift, we’re most vulnerable

• Compare suspect bill to real bill

• Use black light

• Counterfeit pens

• Visit www.federalreserve.gov


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ConsandScams:Forgeries&StolenChecks

• Thieves prefer drive‐through right before closing

• 10% misspelled

• 99% “signed” outside institution


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Forgeries‐ WhattoLookFor

• Shaky writing

•Closed or open loops

• Ink blots

• Too much or too little space

•Misspelled name


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Forgeries– WhattoDo

• If signature suspect; ask for signature again

• Two heads better than one

• Bring in supervisor

• Retain everything presenter gave you

• Get license of vehicle, description of person


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ConsandScams:Kiting• Depositing non‐existent $ between institutions

• Last institution in will suffer the loss

• Should you suspect kiting:1. Alert management

2. Place instructions on account to alert other tellers

3. Contact other institution to confirm funds available

4. Never accuse or confront account holder

Recommendation: Kite watch procedure


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ConsandScams:Less‐CashDeposits

•MO of this scam

• Follow same procedure as cashing a check

• All persons receiving cash signs for it

• Don’t give cash back on commercial deposits

• Respect your instincts


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Key6:ProvideExtraordinaryService

•Make Their Day

•What the Customer Wants

• Effective Communication

• Five Habits of Highly Effective Tellers


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ExtraordinaryService:MakeTheirDay

• Institution’s Overall Rating• Every encounter

• Every interaction

• Live, phone, email, Internet, automated technology, ATM, etc.

• How do you know?

•What are you doing to find out?


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MakeTheirDayTips

• Adopt mindset: I’m paid by the smile, not by the hour.

• Focus on them and their needs

• Ask about them; express genuine interest and concern


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MakeTheirDayTips

• Keep work surroundings neat and tidy

• Start a card campaign

• Thank you

• Sympathy

• Get well

• Anniversary www.interaction‐training.com

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Service:WhattheCustomerWants

• Listened to and concerns heard

• Someone to take responsibility when an error occurs

• Attention to the details

• Feel valued, important and respected


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Service: EffectiveCommunication

• Definition: both parties fully understand the content, intent and action required of the message

• Make sure verbal and non‐verbal messaging are in sync

• Replace negative words with positive ones

• Listen actively; concentrating on what they said and not said


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KnowingHowtoSayItTipsReplaceTriggerswithCalm

Triggers

• Our policy…

• That’s not the right way to do it.

• You should have…

• No problem

Calming

• Here’s what we can do.

• I can see how you’d see it that way.

• I understand why you…

• It would be my pleasure


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5HabitsofExceptionalTellers

1. Head up with a smile

2. Eye contact

3. Speak verbally and/or visually

4. Use the customer’s name

5. Thank the customer www.interaction‐training.com

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Key7:AceCross‐Selling

• Product Knowledge Proficiency

• Be Inquisitive, Engaging and Prepared

• Spot Opportunities; Start Conversations


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Cross‐Selling: ProductKnowledgeProficiency

• Learn about all the products and services offered • who they serve best

• how they work

• what goes with them

• Learn features and benefits of each product and service

• Features describe and define the product or service

• Benefits make them valuable


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AceCross‐Selling:Freebies

• Product Knowledge Best Practices

• Product/Service Fact Sheet Form

• Ask for them and I will email to you

• www.janice@interaction‐training.com www.interaction‐training.com

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Cross‐Selling: BeInquisitive,Engaging&Prepared

• Stock window with brochures, business cards, copies of newspaper ads, special promotion material, etc.

• Use clear plastic standing frame and place ad for specials in it


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Cross‐Selling:BeInquisitive,Engaging&Prepared

• Engage customers in conversation about themselves

• In course of transaction, ask a question that could lead to discussing product or service


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Cross‐Selling: SpotOpportunities;StartConversations

• Listen for cues and clues

• Offer suggestions of products and services that could help them or solve a problem


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Cross‐Selling:SpotOpportunities;StartConversations

• Prepare for them to object; don’t take it personally

• Ask a question they can’t say no to


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Key8:MastertheBalancingAct

•10 Things You Must Do

•6 Things You Never Do


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Balancing: 10ThingsYouMustDo

1. Always be consistent and disciplined with each transaction.

2. Count and record all cash in and out.

3. Coin is always counted first.

4. Total and compare.

5. When counting out money, count it 3 times in the lobby and 2 times in the drive‐through.


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Balancing:10ThingsYouMustDo

6. In preparing to balance, the teller will date and strap all money verified that day.

7. Before discarding anything with your teller stamp or initials on it, tear in in two.

8. Use oldest straps first.

9. Stay focused.

10.Eliminate and prevent interruptions.


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MasteringtheBalancingAct6ThingsYouMustNeverDo

1. Breach confidentiality.

2. Be pressured to act.

3. Allow your cash to exceed the established limit.

4. Borrow money or loan money from your cash drawer.

5. Buy money with money.

6. Alter the cash under any circumstances; even in order to balance.


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Summary

1. Professional Maturity

2. Manage Your Image

3. Follow Procedure

4. Scrutinize Transactions

5. Minimize Cons and Scams

6. Provide Extraordinary Service

7. Ace Cross‐Selling

8. Master the Balancing Act


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It’sBeenMyPleasure!

Janice Branch

janice@interaction‐training.com


Kyle Bennett

TTS

[email protected]

www.BankWebinars.com

800‐831‐0678


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Upcoming WebinarsOctober 30th ‐ IRAs: Way Beyond the Basics ‐ Beneficiaries and Distributions

November 4th ‐ Dealing with Appraisals

November 4th ‐ Business Writing for Financial Professionals

November 5th ‐ The Four C's of Exceptional Supervision ‐Conveying, Coaching, Correcting and Celebrating

November 5th ‐ Flood Insurance ‐ Fact or Fiction? What do you need to know?

November 6th ‐ Five Reasons to Complete BSA Training for Lenders

November 6th ‐Mortgage Foreclosure and Loan Collection

November 7th ‐ Excel Explained: Charts

November 10th ‐ 8‐Step No Fail Phone Call Approach

November 12th ‐ Using Personal Tax Returns for Global Cashflow: What's Cashflow and What Isn't

The Eight Keys to Teller Excellencettsmedia.ttstrain.com/TellerExcellence1014.pdf•The 8 Keys to Teller Excellence •Confidence Building Strategies •Tips for Managing Your Emotions

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