Take this Course

Course Overview
In this course, tellers learn about their role in the bank. They also become familiar with the day-to-day activities that they perform.

Learning Objectives
To understand the role tellers play as it relates to the bank, its customers and the teller coworkers. After completing this course, tellers will:

• Know the day-to-day responsibilities of a teller.
• Understand the importance of customers to the bank.
• Understand essential customer relations responsibilities.
• Know the key departments that comprise a bank and how the employees in those departments work together with tellers.
• Understand the role the supervisor plays in helping tellers become a member of the bank’s team as well as helping them on a day-to-day basis.
• Recognize the different types of electronic services offered by banks.
  Know the importance of regulations that affect customers, tellers and the bank.

Take this Course

Course Overview
In this course, tellers learn how to obtain and arrange their opening cash supply, how to package currency and coins, how to handle bait money as well as what to do with mutilated currency. They also learn how to count money using two universal counting systems.

Learning Objectives
To accurately and efficiently handle both the customers’ and the bank’s money. After completing this course, your tellers will know how to:

• Obtain and arrange a teller drawer each working day.
• Maintain a teller drawer within prescribed limits.
• Correctly package currency, roll coins as well as handle mutilated and bait money.
• Count currency using the denomination or ones system, as appropriate.
• Accept and disburse money.
• Transfer money.
• Identify and balance debit and credit items at the teller window.
• Know the importance of regulations that affect customers, tellers and the bank.
  

Take this Course

Course Overview
Tellers learn how to process checking and savings account deposits and withdrawals. In addition, they learn about the various types of deposits including: Cash only, check only, split deposits as well as compound, mixed or combination deposits.

Learning Objectives
To process all common types of deposits and withdrawals. After completing this course, tellers will know how to:

• Describe the various types of checking accounts and checking account options available at the bank.
• Accept different types of checking deposits including cash-only, check-only, compound and split deposits.
• Describe the various types of savings and investment accounts available at the bank.
• Accept and process various types of savings account deposits and withdrawals.
• Distinguish between the different types of retirement accounts the bank offers.
• Describe bank regulations that affect checking, savings, investment and retirement accounts.

Take this Course

Course Overview
Tellers discover what the bank’s policies are for cashing checks for customers and non-customers. They also learn what critical information must appear on the face of the check. Tellers also learn how to examine endorsements and request the proper identification from customers.

Learning Objectives
To know how to confirm information on a check in order to make an accurate check-cashing decision. After completing this course, tellers will know how to:

• Examine the face of the check for certain required information.
• Meet the bank’s legal and policy requirements to cash checks for customers and non-customers.
• Examine endorsements to determine if they meet endorsement rules and policies.
• Request appropriate identification from the presenter and evaluate it to ensure it meets bank criteria.
• Investigate the account on which the check is drawn, making sure it passes specific tests.
• Incorporate their knowledge of compliance regulations as they make check-cashing decisions.
  

Take this Course

Course Overview
Tellers learn about cashier’s checks, traveler’s checks, money orders, debit cards, credit cards and other convenience services. In addition, they will learn about receiving payments for loans, savings clubs, tax deposit payments and utility payments. Tellers also understand the other services the bank provides such as online banking, bank-by-phone, trusts, investment services and loans.

Learning Objectives
To know and understand the products and services available to bank customers. After completing this course, tellers will know how to:

• Explain what negotiable instruments are, why they were developed and how they are transferred.
• Identify the differences between various types of negotiable instruments and how they are used by customers.
• Issue negotiable instruments, including cashier’s checks, money orders and traveler’s checks.
• Process loan, savings club, tax deposit and utility payments.
• Redeem bearer bond coupons and US Savings Bonds.
• Issue credit card cash advances.
• Describe electronic banking services offered by the bank.
• Identify specialized bank products and services offered by the bank and explain their features and benefits.
  

Take this Course

Course Overview
Tellers learn how to balance their drawers and resolve any out-of-balance situations. This course teaches them how to balance out using a computer.

They also learn how to balance manually. Knowing how to manually balance can be helpful in some routine situations as well as in case of emergency—a power outage, computer system problems, etc.

Learning Objectives
To know how to balance out using a teller computer and how to balance manually. After completing this course, tellers will:

• Understand the basic principles of balancing out.
• Know how to use the bank’s specific balancing system.
• Understand how to locate and resolve balancing errors.
  

Take this Course

Course Overview
Millions of dollars are lost each year by banks and merchants when signatures are forged on checks and other financial documents. Tellers can prevent losses from forgeries once they learn the crime-stopping techniques and methods detailed in this course.

This course teaches tellers how to identify common techniques used to forge signatures and
endorsements—the signs of forgery. They also learn to use signature cards and imaged signatures to help detect forgeries. And, finally, tellers learn what action to take when they suspect forgery.

Learning Objectives
To know how to confirm information on a check in order to make an accurate check-cashing decision. After completing this course, tellers will know how to:

• Identify five techniques used to forge signatures and endorsements.
• Recognize eight signs that are clues to forgery attempts.
• Use signature cards and/or electronic signature imaging to detect forgeries.
• Identify discrepancies between two signatures by understanding the five handwriting characteristics associated with forgery.
• Follow specific guidelines when comparing signatures and what actions to take when forgery is suspected.
• Understand forgery and signature verification compliance issues.

Take this Course

Course Overview
Another crime that tellers can help thwart is counterfeiting. While all types of items can be counterfeited, this course focuses only on those items which might be presented at a teller window: Currency, coins, checks, other financial documents as well as forms of identification. With this course, tellers learn to distinguish between genuine and counterfeit items. They also learn what to do when they suspect they have received a counterfeit item.

Learning Objectives
To have tellers recognize counterfeit currency and know what to do when they have been given a counterfeit item. To know the security features on currency. After completing this course, tellers will know how to:

• Recognize the three types of currency in circulation.
• Distinguish between genuine and counterfeit currency and coins.
• Follow the guidelines to detect altered notes.
• Handle situations involving suspicious currency.
• Recognize the characteristics of counterfeit checks, financial instruments and identification cards.

Take this Course

Course Overview
Excluding robbery, most other crimes involving banks are considered fraud. Fraud is usually conducted by con artists who attempt to deceive innocent, unsuspecting victims out of their money—preferably cash. Tellers are often the last line of defense against these crimes. Topics in this course include common fraud perpetuated against a bank's customers—the Bank Examiner Scam, Elder Abuse and a number of others. It also covers check fraud, ID fraud and more.

Learning Objectives
To have tellers recognize cash-related scams aimed specifically at tellers and bank customers and know what to do when they suspect an attempted fraud. To know the security features on currency. After completing this course, tellers will know how to:

• Recognize common types of checking account fraud and ways to prevent each.
• Recognize common alterations to checks by following specific techniques for examining checks.
• Follow recommended guidelines and take action when they suspect a fraud is in process.
• Identify major types of savings account and negotiable instrument-related fraud and know ways to help prevent each.
• Recognize cash-related schemes aimed specifically at tellers and bank customers as well as ways to prevent them.
• Follow the compliance laws related to fraud.
• Recognize and help prevent identity theft.

Take this Course

Course Overview
Tellers learn that a significant part of their job is promoting the bank. One way to do this is to exhibit good customer relations skills. This includes:

• Establishing rapport with customers when starting a transaction.
• Listening carefully to customer requests.
• Providing customers with clear instructions.
• Concluding the transaction with appreciation.

Tellers also learn about more sophisticated customer service skills such as identifying customer needs, matching bank products to customer needs and managing challenging situations, such as angry, impatient or intimidated customers.

Learning Objectives
To have tellers understand their important role in providing excellent customer service and to know the basics of needs-based selling. After completing this course, tellers will know how to:

• Use basic customer relations skills in everyday interactions.
• Use the 4 C’s of Customer Service.
• Meet customers' needs by applying the Cross-Selling Model.
• Handle challenging situations.
• Understand regulations that relate to customer service.