Lexis Nexis Model Teller/CSR Training Manual with Trainer's Guide
Select a format
International Order Inquiry
Select subscription type
Terms & conditions
Subscribers receive the product(s) listed on the Order Form and any Updates made available during the annual subscription period. Shipping and handling fees are not included in the annual price.
Subscribers are advised of the number of Updates that were made to the particular publication the prior year. The number of Updates may vary due to developments in the law and other publishing issues, but subscribers may use this as a rough estimate of future shipments. Subscribers may call Customer Support at 800-833-9844 for additional information.
Subscribers may cancel this subscription by: calling Customer Support at 800-833-9844; emailing customer.support@lexisnexis.com; or returning the invoice marked "CANCEL".
If subscribers cancel within 30 days after the product is ordered or received and return the product at their expense, then they will receive a full credit of the price for the annual subscription.
If subscribers cancel between 31 and 60 days after the invoice date and return the product at their expense, then they will receive a 5/6th credit of the price for the annual subscription. No credit will be given for cancellations more than 60 days after the invoice date. To receive any credit, subscriber must return all product(s) shipped during the year at their expense within the applicable cancellation period listed above.
The total price includes the product(s) listed in the Order Form and any Updates for a limited period (minimum period of 30 days) after the order is placed ("Order Window"). Shipping and handling fees are not included in the grand total price.
All shipments may be returned, at subscribers' expense, for full credit of the Price within 30 days of receipt.
Shipments may not be returned, and no credits will be issued, more than 30 days after receipt.
After the Order Window, subscribers will receive notice of Updates along with the then-current grand total price and order process as Updates become available. Subscribers will only be shipped those Updates they specifically request.
Product description
Model Teller/CSR Training Manual with Trainer's Guide
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 bank teller 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 teller training material 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.
• The bank teller 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
• Ten chapter review tests and more than two dozen quizzes, focusing on bank teller operations, 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.
eBooks, CDs, downloadable content, and software purchases are noncancelable, nonrefundable and nonreturnable. Click here for more information about LexisNexis eBooks. The eBook versions of this title may feature links to Lexis+® for further legal research options. A valid subscription to Lexis+® is required to access this content.
Featured Authors
Dena Somers
Dena Somers is a founding partner of Finreg Partners, a regulatory compliance and risk management firm for the banking, Fintech, and financial services industries. Drawing on more than 20 years of combined in-house and legal/consulting experience in the mortgage, consumer lending, and specialty finance sectors, Ms. Somers helps clients navigate complex regulatory and compliance challenges by providing hands-on expertise in developing and designing enterprise-wide CMS and GRC programs for banks and rapidly evolving companies in highly regulated industries, including Fintech, cannabis banking, money service businesses, and online consumer lending.
As a leading practitioner in her field, Ms. Somers provides compliance training to regional and community banks nationwide and authors numerous publications for LexisNexis in all areas of regulatory compliance for the banking industry. She has served as an expert witness in both federal and state courts and is an experienced public speaker on compliance and emerging trends, having presented before the Virginia legislature, CBS news, and industry trade associations.
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
