The New Reality, the New Face
Historically the role of teller has not been viewed as a “professional” position. The candidate team has characteristically been pulled from a narrow demographic including young, high school graduate, with limited business experience. Couples this with conventionally low pay and a high turnover rate and the training and maintenance efforts begin to suffer. Creating knowledgeable and experienced teller personnel is complex to do when the bank has a revolving door of talent and a limited staffing budget.
The actual reality is that today’s teller is the backbone of trade banking success. Part of encouraging bank enlargement is to acknowledge that tellers must have a front line commitment to a sales culture in addition to be credible and product-savvy. They must balance being good customer service providers being warm, friendly, engaging with the ability to be acquainted with their customers well enough to recognize a sales opportunity Considering the ROI for acquiring a new customer is 2.5%, while the ROI of retaining and reselling an existing customer is 12.5%!
Unpredictably, teller-training needs to cultivate with the changing face of banking rather simply teaching tellers how to progress transactions and count money and training should also teach sales techniques. Focus the tellers’ attention on customer retention by teaching them how to recognize opportunities that keep the current customers with the bank through other instruments. A checking account holder should also be seen as a latent car loan or home mortgage customer.
Though creating both a sales-oriented and compliance-focused teller staff may give the impression like a daunting task but it’s attainable if one takes advantage of the available technology. Affordable and cost-effective, online teller training provides consistent, professional training to tellers functioning as an always-accessible regulatory reference. Visualize the cost- and timesavings between utilizing the corporate trainer, branch manager or supervisor’s time to work hands-on with a new employee through online training and establishing an easy to understand, educational yet engaging online training program that’s geared to teach and reinforce complicated bank policies, procedures and regulations is a win-win solution.