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The days of the "paying and receiving" teller are long gone. Once upon a time, the teller had three primary responsibilities: balancing, accuracy and courtesy. Headaches for management were primarily due to teller turnover, dress code violations and the occasional head-turning loss associated with balancing, a return item or missing cash.
Major changes in technology, direct deposit, Reg CC, BSA and electronic banking have left their mark on the teller line. Procedure manuals look more like encyclopedias, and job knowledge for the teller has evolved way beyond paying and receiving.
"The job has expanded, and we expect more and more from our tellers and we expect to have fewer and fewer of them," says Jim Richmond, chairman and CEO of Western Bank in Abilene. "As technology continues to be embraced by customers, we will see fewer and fewer of them. When we do have "face time" with the customer, it means providing exceptional service and maximizing every opportunity to cross sell." Richmond said his bank continues to look at what it can do to break up the stigma and image long associated with being "just a teller."
Cynthia Sheffield, senior vice president of First National Bank of Livingston, agrees, "No doubt the role of the teller has seen increased focus on sales and service; it's way beyond the transaction. It's all about creating the 'wow' experience and enhancing the relationship."
Interest in high performance on the teller line is on the rise, but so is fraudulent activity. Identity theft and the onslaught of endless threats of fraud continue to call upon the teller to be the first line of defense against the on-site crooks trying to rip off the bank with the latest scam. Tellers have to meet the challenge that comes with treating everyone in a warm, friendly way while staying on guard against wrongdoing.
Effect of branch expansion
Perhaps nothing has impacted change on the teller line like that of branch expansion. Millions of dollars have been spent all over the nation as growth-oriented banks venture into branch expansion: more branches, more staff, new markets, less traffic. Old staffing models based on transactions don't work; you have to staff because you opened the branch. Many Texas banks have moved toward a growing...