Motivating & Managing the Teller Line PART 2: The Polished & Professional Teller
Two hour tele-web seminar May 31, 2012
This session is for all the tellers who want to attain and maintain EXCELLENCE!
This tele-web seminar will begin on Thursday, May 31, 2012 at 11:30 AM to 1:30 PM Pacific Time.
Traditionally, the supervisor’s role was to develop the plan for goals and objectives to be met. Employee had little input. The newest approach involves both the employee and supervisor. The employee develops the plan and sets goals and objectives. The supervisor acts as a coach, mentor and advisor. The employee must understand his/her position and responsibilities and how goals and performance interact with the organization’s expectations. It is the supervisor’s job to help the employee understand that his/her goals need to be consistent with organizational goals. Once the goals are clear, the supervisor needs to let the employee develop the plan. The employee must be willing to take on this role while the supervisor must learn to empower the employee and provide guidance.
- Looking the part – following dress code and making smart, professional choices in how you look and what you say!
- Doing your part – branching demands teamwork and initiative, working together, getting it done!
- Recognizing your value – tellers need to hear how important they are to the bank, to the customer and what a critical role they play.
- Excelling at referrals and cross-selling – in banking today it’s about the relationship, growing it, taking care of it! Recognizing opportunities, knowing what to do and what to say will help tellers grow referrals and sell appropriately.
- WOW those customers! – Who’s in the very best position to do just that �a well-trained, friendly, approachable teller!
- Know the rules, follow the rules – adhering to procedures saves time, money and protects the teller’s reputation.
- Balancing – knowing what to do and what not to do is how high performing tellers consistently balance.
- Loss prevention – well-informed tellers know what to look for to reduce the risk including fraudulent lotto winnings, counterfeits, scam artists, fake IDs and more.
- Keep auditors and regulators happy – pay attention and show respect when it comes to compliance.
- High alert for bank robbery – all tellers need to be reminded of the steps to take in the event of a robbery.
Head tellers, teller supervisors, HR officers, trainers and your entire frontline.
Honey Shelton has over 25 years experience as a consultant and trainer for banks and banking associations. Recently she was EVP for an independent Texas bank. Her responsibilities included managing the retail division, marketing, training and deposit growth. Her depth of knowledge, enthusiasm, and compelling personality has left a lasting mark on InterAction Training Systems, (ITS), the firm she founded in 1983.
2.0 total credits
Member price: $250.00 | Non member price $500.00