This Teller Drives Me Crazy!

Ever said that?  If you are a customer who has had issues with a teller you might have said that.  If you are a manager of a branch in a bank or a credit union I know you’ve said that! Maybe you are training a new teller and are pulling your hair out.

Some symptoms and treatments for tellers that drive you crazy.

The teller was trained and now acts like she wasn’t.

At the risk of sounding defensive here are some things to ponder.  Tellers are expected to know an immense amount of information – some they use daily and some they seldom use. Remember, tellers, like the rest of us, learn by doing.  Deliberately and in a supportive way have them practice process, procedures and decision making.

Create simulation exercises for ALL tellers to review monthly, if they are new have exercises for them weekly.  Simply put, copy transactions or make up mock transactions and have the teller review the items in the transaction and explain what they would do and why.  Make some of the transactions very routine, some very complicated.  Provide all the information the tellers needs to make a decision.  Account balance, account history, etc.

  • Include less cash deposit for a new account and temporary ID.
  • Include a check to be cashed that is made payable to a business.
  • Include an endorsement that is a simulated forgery and a copy of a legit driver’s license.

I think you get the idea.

I have a teller with a bad attitude.

Whoops…you have a teller with poor behavior.  Stay out of the attitude business and focus on behavior.  Learn to be very descriptive without judgment or exaggeration when positively confronting a teller about rudeness, indifference, laziness, gossip and the like.  State what you saw or heard, state what you want instead and call for agreement.  Brief, firm and to the point.  Document the conversation.  If you have to do this more than once, call for a corrective action plan the teller is to provide you with and give them 2 days to prepare it.  Review the plan they provide you, collaborate and work it out so you both are in agreement, document it and ask the teller to sign it.  Ask what you can do to best support the plan.  Follow up and follow through.

Don’t delay addressing behavior that drives you crazy!  And, remember to review your own behavior every day and ask yourself “what did I do today that would drive someone crazy?”  If that wasn’t your intention, stop the behavior, apologize and be a role model for others.

Be the person you want others to be.

Still learning,