Model Teller/CSR Training Manual with Trainer's Guide

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ISBN: 9780769878379
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Tellers and customer service representatives are the face of your bank— they have more contact with customers than anyone else. Therefore, it is essential that frontline staff be well trained to help secure your bank's image and differentiate it from its competition.

This Training Manual focuses on how your bank can train your tellers and customer service representatives to meet the demands of today's banking industry—dealing effectively with customers, performing job responsibilities efficiently, and following bank policies, while projecting and maintaining a professional image for the bank.

The manual contains a Trainer's Guide section separate from the Training Manual. This section provides answers to all review tests and quizzes, as well as information to assist the trainer in guiding new frontline staff through each training chapter. The chapters in the Training Manual follow a logical progression in training new tellers and CSRs, from the role of frontline staff in the bank to understanding banking regulations and security issues.

You can easily work with the chapters to tailor the manual for your financial institution.

Trainer's Guide and Training Manual sections make it easy to create your training program.
• The manual offers guidance to help you choose a trainer and set up and run your program.
• Sample questions and discussion topics for your class help the trainer reinforce the material.
• Exercises help your trainees use the skills and information they're learning.
• Each chapter in the Training Manual includes plain English explanations of complicated rules, exercises to reinforce the concepts, and lots of examples to clearly illustrate difficult issues.
• Ten chapter review tests and more than two dozen quizzes, focusing on specific issues or regulations that can be used for a more in-depth testing of knowledge.
• Periodic updates make it easy to incorporate new regulations and activities into your teller/CSR training program.

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Table of Contents

Trainer’s Guide


Chapters TG-1 through TG-10 correspond to the chapters in the Training Manual.


Training Manual

Chapter 1: The Role of Frontline Staff

Chapter 2: Cash Handling

Chapter 3: New Account Procedures

Chapter 4: Checks and Electronic Payments

Chapter 5: Processing Transactions

Chapter 6: Handling Customer Service Requests

Chapter 7: Product Knowledge and Cross-Selling

Chapter 8: Bank Regulations

Chapter 9: Fraud Loss Prevention

Chapter 10: Bank Security