NAFCU's Basic Training for Tellers

Expert Instructional Developer:

Cornelia Matthews

Summary:

With teller turnover rates often at or near 100% per year, this segment of the credit union staff is most frequently in need of training - and is the most expensive portion to train, too. But nowhere is the need greater for effective and substantive training in dealing with members, in handling transactions, and in providing member-focused services.

Each course concludes with interactive, real-life scenarios where the student can practice and assess the knowledge and skills taught throughout the course.

Courses Included (With Key Objectives):

NAFCU's Professional Teller (45 minutes)

• Decision making for tellers
• Creating a positive appearance
• Performing self-audits
• Communicating effectively with member
• Identifying member difficulties
• Generating referrals

NAFCU's Cash Handling and Balancing (1 hour, 15 minutes)

• Detecting fraudulent currency
• Setting up the teller station and cash drawers
• Controlling access to cash
• Buying and selling cash
• Counting cash in member situations
• Dealing with mutilated and unfit money
• Executing cash balancing procedures
• Using online and offline teller machines

NAFCU's Check Handling and Account Transactions (1 hour)

• Identifying the elements of a negotiable check
• Determining acceptability of checks according to legal and credit union requirements
• Determining whether indorsements are acceptable or unacceptable
• Using identification documents for members
• Verifying account information on deposit tickets and cashed checks
• Processing deposits
• Processing cashed checks
• Processing cashed bonds
• Processing orders for Series EE U.S. savings bonds
• Processing cashier's checks
• Processing loan payment coupons
• Processing mail-in deposits
• Processing money orders
• Processing night deposits
• Processing state and federal tax deposits
• Handling stop-payment orders
• Processing traveler's checks
• Changing addresses for accounts

Who Should Use These Courses?

• Tellers
• Account managers and representatives
• Member service representatives (CSRs)

Software Platform:

NETg SkillBuilder

Plug-ins:

None

Accreditation:

NASBA credits: 3 CPE credits per course
CEU credits: 0.30 CEUs per course