Guide to Shadowing New Tellers

Guide to Shadowing New Tellers

Teller Name: ______Dates: ______

Shadowing Teller Name: ______

² Explain the set-up of the teller station and the new teller’s cash drawer

o Drawer should be organized to new teller’s liking

o Drawer limit, when to buy and sell cash

o Clipping bills in drawer, use cheat sheet

o Keeping rolled coin, counting it before adding to drawer

o Items located at each teller station

² Do not take over difficult transactions for the new teller. Walk the teller through the transaction and explain. If the member is in a hurry, explain once they are gone. Examples:

o Member doing multiple or confusing transactions

o Detailed account inquiries

o Overdrafts due to Visa Holds

² The new teller should have someone behind them at all times, especially during the first 2 or 3 days. Have the teller review something on the Intranet if you need to leave, i.e. Check Acceptance Policy, Balancing Hints, Bank Secrecy Act, Privacy Policy, Robbery.

o Pick a section in the Intranet that you feel they could use a refresher on.

² Make sure the teller is using a routine when running transactions.

o Always asking for ID

o Always checking the relations and account balances

o Cash taken in should be counted and recorded on the cash tape before entering it into CUBE.

o They should always be giving out cash after it has been recorded on the cash tape and after the receipt is given.

o Verify the transaction with the member

² Examine all checks that the teller is accepting.

o Look at all the parts of the check: date, written amount, signature, etc.

o Check for possible fraudulent/altered checks.

o Determine whether the check is subject to a hold.

² Fill out the Training Review Checklist (located at the end of shadowing guide) while shadowing.

Examples of review items:

o Has to be reminded to lock their cash drawer and computer when leaving their station.

o Has trouble remembering the steps to issuing a cashiers check.

o Has trouble explaining Reg CC holds to members.

o Has trouble remembering to ask for ID.

² Look for opportunities to coach the new teller in Relationship Management. Such as:

o Educating members on products or services that may benefit them.

o Showing members how to use services.

o Practicing the aspects of Lobby Ownership.

o Referring members to meet with a Relationship Manager.

o Engaging in conversations with members to spot needs for referrals.

² Use slow times to review with the new teller. Come up with questions or scenarios to ask; use the Intranet for ideas.

o What is the maximum amount you can keep in your top drawer?

o What are the requirements for the different checking accounts?

o If a new member came in with an unfamiliar payroll check, what would you do?

o What does a member need to open an account at Pioneer?

o What are the parts of a check?

o What forms of ID are acceptable?

² Throughout the first week, explain where items are located at the branch:

o Stamps

o Envelopes

o Show mail process, how it gets sent, when it comes, mailboxes at branch (if applicable), etc.

o Tickets for Great America, Zoo, Noah’s Ark

o Extra supplies such as vault slips, check registers, calculator tape, pens, etc.

o Keys

o Schedule/Break Downs, if applicable

o First Aid Kit

² Documents:

o Show the location of common documents, cheat sheet.

o When common documents are used.

o Where documents are sent after completion.

o Practice explaining documents to members.

o Practice completing documents for common situations.

² Check Ordering

o Who orders checks at branch/where to put check orders, if applicable

o If teller will be ordering, show how to use Harland Clarke website

² Vault:

o When to buy and sell to/from the vault

o How to complete a vault slip

o How to run a vault transaction

o Who the vault holder(s) are

o Security around the vault

§ Day gate closed

§ Items locked up (gift cards, keys, HELOC checks, tickets, stamps)

§ Dual control for certain things

² Drive-up:

o Using the lights

o Using the microphones and headsets

o How to use the tubes and monitors

o Privacy in the drive-up for things like collections, account numbers, balances, passwords, etc.

² Demonstrate throughout the shadowing period how to use the different machines at your branch.

o Cash Advance Machine:

§ What buttons to press

§ How to fill out our receipt

§ Printing a receipt for members

§ What types of cards are accepted

§ What to do for a denial

§ Where to keep receipts/put receipts at the end of the day

o Cashier Check Printer

§ Where stamp is located

§ Log Sheet

§ What copy to keep

§ Where to put copies at the end of the day

o Printer

§ Where to find paper

§ Where to find ink

§ How to use tray for letterhead/envelopes

o Laminator

§ Where to find laminating sheets

§ Where to find account cards/payment cards

§ When to turn on/shut off

o Copier

§ Where to find paper

§ Buttons to push to enlarge, multiple copies, etc.

o Fax Machine

§ Where located

§ How to use

§ Charging members

§ Cover Sheets

o Cash Dispenser

§ How to raise/lower/open

§ How to dispense cash

§ How to buy cash from dispenser

o Check Encoder

§ How to use

§ Where starter checks/deposit slips are located

o Check 21 Scanner

§ How to login

§ How to submit a batch

§ How to correct a batch

§ When to run checks

o Popcorn Machine

§ How to make popcorn

§ When to make popcorn

§ Where bags/popcorn are found

§ How to clean machine

² End of day/shift duties

o Balance drawer

o Add coin slips

o Add cashier’s checks

o Add cash advances

o Add checks

o Run checks

o Print balance forms

o Look at CDEP vs. BDEP

o Wrap work

o Log off computer

o Put away drawer and work

o Closing checklist

Requirements for Running Transactions

² Greetings:

m Using a welcoming tone

m Inviting member over to your teller station

m Maintaining eye contact with the member

m Smiling and thanking them for their business

m Using their name during the transaction

² Pulling up accounts:

o Different ways to pull up members

o Don’t give any information on accounts before asking for ID.

² Must ask for picture identification, unless absolutely certain of the member’s identity:

o Match the name on the ID with the account holders.

o Examine the picture, age, and description.

o Check the expiration date; an expired ID is not valid.

o Do not take a co-worker’s word that they recognize the member. You are responsible for knowing your member and will be held responsible if your co-worker was wrong about the identity.

o Explain when ID needs to be copied or recorded.

² Read the Warning Messages:

o If there are warning messages, make sure they are understood, if not, ask.

o Check to see if there are multiple messages, read all of them.

o Make sure you are being extra cautious on accounts with new account warning messages (enforce check holds, be on alert for fraudulent checks).

o Watch for inactive account warning messages (enforce check holds; take copy of the identification used).

o If an excessive warning message comes up, the transaction history must be looked at to determine if there is a fraud taking place. (example: the member has been to two other branches today cashing checks for large amounts, these would most likely be fraudulent or stolen).

² Check Relations:

o Do not assume that the primary member always has access to the funds (custodial accounts, guardian/rep payee accounts).

o Look at the relation category to determine if the member can do the requested transaction per regulations (joint and, rep payee, cus, etc.).

o Explain each relation and what it means, especially if you have one that is out of the ordinary.

o Can refer to Relations – Types in the Teller Reference Manual

² Check account balances (F11):

o Make sure the account has open/active products.

o Verify the accounts are in good standing (positive balances, loans are current, late fees owed).

o Look at balances when determining Reg CC check holds.

o Look for inactive or dormant accounts.

² Look at the member’s Qualification Code:

o Always let the member know if there is a fee for a service before posting (check cashing fee, cashier’s check).

² Transaction Codes:

o Refer to cheat sheet for transaction codes

o Using the correct code for the each transaction, ex. ccp for credit card payments, tfto for Kwik Cash withdrawals, etc.

² Verify the transaction before posting:

o Repeat the transaction for accuracy. Even simple transactions can have errors on it, such as putting a check in savings instead of checking.

o Check transaction/amounts against deposit slips, if applicable

² Use cash tape for all cash in or cash out:

o Even small/easy amounts should be recorded, that way if you are off, you don’t have to wonder if you really gave out the cash or not.

o Always count the cash three times. Physically count the money all three times in case bills are sticking together.

o If a mistake is made, cross it out and start over. Don’t get flustered and give up, an accurate cash tape is extremely important in reducing cash errors.

o Compare the cash tape total to CUBE.

² Have the member sign the receipt:

o If there is a signature line have them sign. If they have a deposit slip that is signed and filled out correctly, they do not need to sign the receipt.

o If there is not a signature line, but a withdrawal was made, the member must sign (cashier’s checks, postage stamps).

o Which receipt to give to members.

I have followed the guidelines as listed above when shadowing this person.

Date Completed ______

Shadower Name ______

Please Print

Shadower Signature ______

Note: Please return entire guide, including the following list of questions to the Training Department. It will then be forwarded by the Training Department to the Executive Assistant.
Training Review Checklist

The teller shadowing the new teller should write down any questions that the teller had during shadowing. These can include transactions that they did not know how to run, member questions they did not know how to answer, or errors that were made. Once the week of shadowing is completed this checklist should go to the supervisor or branch manager and they will make the appropriate arrangements to have the items reviewed and checked off.

q ______

The items listed on the Training Review Checklist have been reviewed with the new teller and checked off.

Date Completed ______

Supervisor Name ______

Please Print

Supervisor Signature ______