When training tellers, there are two conditions that deserve your attention: initial training and ongoing training. Both can be challenging if the goal is to have standardized ways of completing tasks and functions. In the case of having well-trained tellers, the road to success is paved with written procedures. Written procedures become the backbone of all training as well as the reference points for tellers who need to find information or brush up on how to complete a task or function. Once written and tested for accuracy, make sure the procedure finds a permanent home on the company’s Intranet where all employees have access to the information. Changes to procedures will occur, so make sure that only one person has the responsibility to update and change the procedures on the Intranet. It is imperative that the written procedures are current. Design a non-flexible approach to conveying when changes occur so that branches or the back office are not overlooked or don’t get notified about changes. No one should have outdated, printed copies of procedures they refer to—utilize the Intranet and keep… Download the article to continue reading about training tellers.
In this three-page article, Janice Branch talks about a system ongoing training, training tellers using a customized manual, and the importance of evaluation.