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Teller • Fraud • Compliance • Transaction • Custom

Training You Can Bank On®

Teller Training

teller-training

TellerSolutionOnline® is TRC Interactive’s efficient and cost-effective solution for Teller training.

TellerSolutionOnline® improves Teller performance while significantly reducing training costs, and can be totally customized to the financial institution’s needs. It is an engaging and creative program using the most up-to-date and complete training methods in a true multimedia format, including audio and video.

TRC has been developing the Teller training Program with updates annually to keep up with the changes in currency, procedures and the latest financial industry requirements.

The Program includes 21 thorough modules, each using advanced training features that are highly interactive and learner-paced with measured progress.

TellerSolutionOnline® also uses mentoring, and TRC Interactive’s exclusives, including positive feedback, remedial reinforcement, and gateways that permit you to change key material-even by branch! There is a version of TellerSolutionOnline® for EVERY budget and is currently being used by BB&T, Citibank and hundreds of other financial institutions throughout the country.

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TellerSolutionOnline®

Frequently Asked Questions

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Course Summaries

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Objectives:

As a result of completing this program, you will be able to:

  • Explains how to navigate the Program
  • For customized versions, we include a brief history of the financial institution and/or highlight an important issue (customer service, etc.)

Approximate Course Length: 10-15 minutes

Included in Module:

  • Teller Responsibilities – Accuracy and Efficiency
  • Banking as a Business – Sources of Income, Types of Expenses
  • Provided to Customer – Explanation of types of products
  • Customer Service
Objectives:

As a result of completing this program, you will be able to:

  • Identify the elements of quality service and good customer relations
  • Identify the organizational methods of the banking industry
  • Identify the elements how a bank makes a profit

Approximate Course Length: 30-40 minutes

Included in Module:

  • What does the Customer Think?
  • Professionalism
  • Matching your customer’s Style
  • Things you Should and Should Not Say
  • Resolving Conflict
  • How to Say “no” to a Customer
Objectives:

As a result of completing this program, you will be able to:

  • Identify proper customer greetings
  • Recognize features of professionalism
  • Identify customer styles and develop reactions to those styles
  • Use positive phraseology
  • Identify factors of conflict and methods of resolving them
  • Identify a way to constructively say, “No”

Approximate Course Length: 30-40 minutes

Included in Module:

  • Identify the components of the “Professional” Look for a Financial Institution
  • Identify the Ways to Build a Strong Wardrobe Foundation
  • Recognize that Clothing is a Good Fit
  • Identify Appropriate Accessories and How to Add Finishing Touches

 

Objectives:

As a result of completing this program, you will be able to:

  • Dress appropriately for the workplace
  • Choose appropriate business wardrobe accessories
  • Exhibit good grooming at work

Approximate Course Length: 30-40 minutes

Included in Module:

  • Customer Transactions – Products and services, Individual/Retail/Business/Organizations/Municipalities
  • Personal Accounts – Checking, Savings, Certificates of Deposit, Retirement, Investment Services, Mortgages
  • Business Accounts – Checking, Savings, Certificates of Deposit, Pension Plans, Payroll Services, Cash Management Services, Working Capital Loans
  • Other Accounts – Credit Card, Installment Loan, Line of Credit, Home Equity Line and Loan, Mortgage
  • Services – Debit Card, Foreign Currency Exchange, 24-hour Deposit, Drive up Window, Bank by Mail, ATM, Safe Deposit Box
Objectives:

As a result of completing this program, you will be able to:

  • Know the types of customers we serve
  • Become familiar with our products and services

Approximate Course Length: 30-40 minutes

Included in Module:

  • Features of Currency – ’look and feel’, recent changes, raised bills, identifying portraits and denominations
  • Mutilated Money – Acceptable and unacceptable currency
  • Counterfeit Currency – Identifying words, portrait, paper, new bills and their features
Objectives:

As a result of completing this program, you will be able to:

  • Demonstrate how to examine currency in order to correctly identify genuine and counterfeit money
  • Know how to identify and correctly handle mutilated currency

Approximate Course Length: 25-30 minutes

Included in Module:

  • Counting Currency – Arrangement of bills, video of your method of counting currency
  • Cash Drawer Content – Drawer limits, strapped currency, rolled coin
  • Counting Cash – Daily balancing
Objectives:

As a result of completing this program, you will be able to:

  • Arrange and count currency using our prescribed method of counting
  • Strap currency and roll coin in the proper amounts
  • Set up your cash drawers
  • Determine if you balance at the end of the business day

Approximate Course Length: 25-30 minutes

Included in Module:

  • Negotiable Instrument
  • Parts of a Check
  • Signatures – Signature Cards, facsimile signatures, dual signatures
  • Other Documents – Money Order, Official Check, Travelers Cheque, Payable Through Draft, Certified Checks
  • Stop Payment Process
  • Check Processing Process
Objectives:

As a result of completing this program, you will be able to:

  • Determine if cashing a particular check is permissible based on our check-cashing policies and procedures
  • Determine if it is properly endorsed and acceptable for check-cashing purposes
  • Determine if the document presented to you is a check and that it is completely and properly filled out

Approximate Course Length: 25-30 minutes

Included in Module:

  • Importance of Identification
  • Two Forms of Identification
  • Acceptable Identification – Samples of acceptable ID, Matching Picture to Customer
  • Unacceptable Identification – Samples of unacceptable ID
  • Matching Endorsement to Identification
  • Policies and Procedures
Objectives:

As a result of completing this program, you will be able to:

  • Identify acceptable forms of ID for check-cashing purposes
  • Identify situations in which two forms of ID are required
  • Identify unacceptable forms of ID
  • Identify why ID protects you and the financial institution

Approximate Course Length: 20-25 minutes

Included in Module:

  • Identification – On-us Check, Not On-us Check, Customer vs. Non-customer
  • Endorsements – Teller responsibility
  • Types of Endorsements – Blank, Special, Restrictive, Conditional, Qualified, By Mark, Stamped, Altered
  • Types of Payees – First Endorsement, Payable to Cash/Bearer, Pre-endorsed Check, Misspelled Name, Two-party Checks
  • Know Your Endorser
Objectives:

As a result of completing this program, you will be able to:

  • Learn our legal obligations regarding cashing checks for customers and non-customers
  • Recognize various types of endorsements and define their purposes
  • Identify types of endorsements that are acceptable for check-cashing purposes

Approximate Course Length: 25-30 minutes

Included in Module:

  • Adding Funds
  • Accuracy of Deposit Slip – Preprinted Form, Blank Form
  • Split Transactions – Cash Back Deposit, Following Procedures
  • Simple Deposit
  • Filling in a Deposit Slip
  • Commercial Deposits

 

Objectives:

As a result of completing this program, you will be able to:

  • Know what information must be filled in by customer on a deposit slip
  • Recognize the difference between a simple deposit and a split check deposit

Approximate Course Length: 25-30 minutes

Included in Module:

  • Ways to Save
  • Determining Type of Account
  • Withdrawal Slip – Accurately and Completely Filled In, Identification
  • Power of Attorney
  • Not Negotiable
Objectives:

As a result of completing this program, you will be able to:

  • Know the requirements for a withdrawal slip to be correct and acceptable
  • Know the precautions to be taken before processing a withdrawal

Approximate Course Length: 20-25 minutes

Included in Module:

  • Payment Type – Fixed, Variable
  • Accepted Payments – Credit Card Accounts, Personal Lines of Credit, Installment Loans, Home Equity Lines of Credit, Student Loans, Mortgages
  • Payment Coupon/Slip
  • Additional/Partial Payments
Objectives:

As a result of completing this program, you will be able to:

  • Identify fixed and variable loan products based on payment arrangements and other features
  • Recognize regular loan payment situations, as well as when partial or additional payments are acceptable

Approximate Course Length: 25-30 minutes

Included in Module:

  • Money Orders
  • Travelers Cheques
  • U. S. Savings Bonds Redemption
  • Official Checks
  • Credit Card Cash Advance
  • Safe Deposit Entry
  • Miscellaneous Income – General Ledger

 

Objectives:

As a result of completing this program, you will be able to:

  • Learn the steps in issuing Money Orders, Travelers Cheques, and Official Checks
  • Know the procedures for redeeming U. S. Savings Bonds
  • Process Credit Card Cash Advances
  • Understand how to process other types of Miscellaneous Fee Income

Approximate Course Length: 25-30 minutes

Included in Module:

  • The FDIC – what it is
  • The basics of Federal Deposit Insurance
  • Examples of Coverage
Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose and functions of the Federal Deposit Insurance Corporation
  • State the general qualifications for deposit insurance based on account type, ownership, and account balances
  • Demonstrate the appropriate response to questions regarding federal deposit insurance

Approximate Course Length: 15-20 minutes

Included in Module:

  • Truth in Savings Act (Regulation DD)
  • Electronic Funds Transfer Act (Regulation E)
  • Expedited Funds Availability Act/Check Clearing in the 21st Century Act (Regulation CC)
Objectives:

As a result of completing this program, you will be able to:

  • Identify at least two reasons why the banking industry is regulated by the federal government
  • Define the purpose of selected laws and regulations concerned with the marketing and delivery of financial institution products and services
  • Present the responsibilities of Tellers when complying with these laws and regulations

Approximate Course Length: 30-40 minutes

Included in Module:

  • Right to Financial Privacy Act/Gramm-Leach-Bliley Act (Regulation P)
  • Community Reinvestment Act
  • Servicemembers Civil Relief Act
Objectives:

As a result of completing this program, you will be able to:

  • Explain the purposes and provisions of privacy laws and regulations protecting the confidentiality of customer financial information
  • Explain the law and regulation designed to help assure that banks meet the credit needs of their branch communities and active duty military service members
  • Present the responsibilities of Tellers in complying with these laws and regulations

Approximate Course Length: 30-40 minutes

Included in Module:

  • Bank Secrecy Act/USA PATRIOT Act – Requirements of Teller, Money Laundering, Large Currency Transactions, Exemption Status
Objectives:

As a result of completing this program, you will be able to:

  • Explain the purpose and provision of the Bank Secrecy Act, which requires financial institutions to record or report processing of certain types of large cash transactions, as well as "suspicious" activities related to large cash transactions
  • Explain the purpose and provisions of the USA PATRIOT Act, which requires financial institutions to take precautions to prevent financial institution products and services from being used to aid in the financing of terrorist activities
  • Present the responsibilities of Tellers in complying with these laws and regulations

Approximate Course Length: 30-40 minutes

Included in Module:

  • Security and its Importance
  • Con artists
  • Fraudulent Checks – New Account, Split Deposit, Check Kiting, Temporary Check, Forged Approval
  • Check Related Schemes and How they Affect Your Financial Institution
  • Cash Related Schemes and How they Affect Your Financial Institution
  • Bomb Threats
Objectives:

As a result of completing this program, you will be able to:

  • Recognize characteristics of con artists
  • Recognize fraudulent checks
  • Recognize check and cash-related schemes aimed at Tellers
  • Be aware of and prepared for other criminal actions aimed at the institution

Approximate Course Length: 40-50 minutes

Included in Module:

  • Cash Related Schemes and How they Affect your Customers
  • Investment Related Schemes and How they Affect your Customers
  • Identity Theft
  • Components of the Identity Theft Protection Program (ITPP)
Objectives:

As a result of completing this program, you will be able to:

  • Recognize cash-related schemes aimed at customers
  • Recognize investment-related schemes aimed at customers
  • Recognize activities related to identity theft

Approximate Course Length: 30-40 minutes

Included in Module:

  • Before a Robbery – Be Alert/Neat Work Area/Efficient, Description of Individual/Vehicle
  • During a Robbery – Safety, Bait Money/Dye Pack, Hold-up Note, Comply with Demands, Silent Alarm
  • After a Robbery – Inform Supervisor, Means of Escape, Notify Authorities, Secure Facility, Robbery Description Report Form
Objectives:

As a result of completing this program, you will be able to:

  • Follow appropriate procedures before, during and after a robbery
  • Describe measures to prevent robberies

Approximate Course Length: 40-50 minutes