Lexis Nexis Model Teller/CSR Training Manual with Trainer's Guide
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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
• 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.
The eBook versions of this title feature links to Lexis Advance for further legal research options.
Authors / Contributors
Dena Somers
Dena Somers is a founding partner of FinReg Partners and consultant for Secura Risk Management, providers of regulatory compliance and risk management services to financial institutions and companies in highly regulated industries nationwide. Drawing on more than 20 years of experience as a strategic and legal advisor to the specialty finance sector, Ms. Somers navigates complex legal and compliance challenges to help clients—ranging from Fintech start-ups to $50B bank holding companies—to achieve operational efficiency while ensuring regulatory compliance.
Ms. Somers has specialized expertise in the mortgage, Fintech, and consumer lending industries, having served as General Counsel and Chief Compliance Officer to a national mortgage servicing company, FNMA delegated lender, and Fintech installment lender. She also served as Chief Compliance Officer to one of the largest privately-held payday and title lenders in the U.S.
As a leading practitioner in her field, Ms. Somers is a contributing author for several LexisNexis training publications and has co-authored state legislative proposals regarding mortgage loan assignments and lender liability. For the past ten years, Ms. Somers has developed and provided compliance training programs for hundreds of financial institutions and has been a frequent speaker on emerging trends in the specialty finance industry. She has served as an expert witness on lender best practices and FNMA mortgage servicing standards in both federal and state courts. Additionally, she has provided testimony before the Virginia state legislature and has made several appearances on ABC News, as well as CBS and ABC News radio.
Dena Somers is author of three LexisNexis Sheshunoff publications: Model Teller/CSR Training Manual with Trainer's Guide, Self-Paced Loan Documentation Training and Loan Policies.
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
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