|
Description
The Professional Teller: A Day in the Life of a Teller reinforces in the student the skills and knowledge developed and learned in the previous programs of the series. The student will learn the customer service process and how to deal with an angry customer. The student will also learn the check cashing process, how to recognize the various types of endorsements, what represents an acceptable form of identification, and how to check for identification. Additionally, the student will learn the steps of deposit withdrawal, and balancing processes, and ways to a balance difference. Finally, the student will learn important security precautions, how federal regulations affect him or her on a daily basis, and his or her responsibilities under specific federal regulations.
Audience
New and experienced tellers at any financial institution.
Prerequisites
(Currently no course prerequisite information)
Objective
- Identify the seven steps of the customer service process.
- List the six steps of the check cashing process.
- Identify forms of primary identification.
- Complete the deposit and withdrawal process.
- List the six steps of the balancing process.
- Apply appropriate security procedures when handling customer transactions.
- List the six reportable transactions listed under the Bank Secrecy Act.
Topics Include
Unit 1: Customer Service and Negotiable Instruments - Identify the seven steps of the customer service process.
- List the six steps for interacting with an angry customer.
- Identify the steps for paying cash to a customer.
- Identify the steps for receiving cash from a customer.
- Differentiate among the four types of check cashing situations.
- List the six steps of the check cashing process.
- Identify forms of primary identification.
- Recognize and process various types of endorsements.
- Simulation Overview:
- In this simulation you are a teller at SimBank, and you will be completing several transactions for various customers. Your responsibilities will include cashing 'on-us' and 'not on-us' checks, depositing checks, and recognizing fraudulent bills.
Unit 2: Customer Accounts and Balancing - Identify four types of deposits you will process as a teller.
- List the steps in the depositing process.
- List the steps in the withdrawal process.
- Complete the deposit and withdrawal process.
- List the six steps of the balancing process.
- Simulation Overview:
- In this simulation, you are working the teller drawer at SimBank. You will be completing several transactions for various SimBank customers. You will be responsible for making split deposits, handling angry customers, and making cash withdrawals.
Unit 3: Security and Government Regulations - List the five steps to identify a counterfeit check.
- Identify the actions to take if you suspect an item is fraudulent.
- Apply appropriate security procedures when handling customer transactions.
- List the six reportable transactions listed under the Bank Secrecy Act.
- Simulation Overview:
- In this simulation you are a teller at SimBank, and you will be completing transactions for SimBank customers as they come to the teller window. As customers approach, it will be your responsibility to identify the correct action to take, and complete their transactions successfully.
Duration
4
Minimum Requirements
Minimum System Requirements: (Server)
- Microsoft NT 4.0 Server running Microsoft’s Internet Information Server (IIS) 4.0 (Service Pack 4 or newer)
- 200 MHz Pentium Processor Computer with a least 64 MB of RAM
- 15 MB of hard drive space per Audio Enhanced version
- 5 MB of hard drive space per Graphic Enhanced version
Minimum Playback Requirements: (Client)
Audio Enhanced Versions:
- Netscape 4.064.X with JVM 1.1.5 or higher.
- Microsoft Internet Explorer 4.01 Service Pak 2 with latest JVM from Microsoft.
- 100 MHz Pentium Processor Computer with at least 16 MB of RAM
- Windows 95, 98, NT 4.0, 2000
- 800 X 600 monitor at 16 bit color depth
- Sound Card and Speakers
Graphic Enhanced Versions:
- Netscape 4.064.X with JVM 1.1.5 or higher.
- Microsoft Internet Explorer 4.01 Service Pak 2 with latest JVM from Microsoft.
- Pentium Processor Computer with at least 16 MB of RAM
- Windows 95, 98, NT 4.0, 2000
- 800 X 600 monitor
Offline Delivery Versions:
- Latest JVM from Microsoft
- 100 MHz Pentium Processor Computer with at least 16 MB of RAM
- Windows 95, 98, NT 4.0, 2000
- 800 X 600 monitor at 16 bit color depth
- Sound Card and Speakers (optional)
CDROM Playback Specifications
Minimum Client Playback Specification:
Pentium Processor 166 MHz Computer
Windows 95, 98, NT 4.0, 2000
800x600; 16bit color
16 MB of RAM
At least 5 MB of hard drive space
Note: QuickTime requires an additional 20MB on the first install
Double speed CDROM drive
16bit sound card with speakers
Media
|
