First to be Questioned Usually the Last to Know

One of the most aggravating things that can happen in a financial institution happens regularly to the person doing the teller's job. This employee is the one with the most customer or member interaction, the one that represents the bank or credit union in the mind of the depositor. And when any kind of banking news hits the newspapers or the 30 second TV news blip, it's that teller that gets the question.

We're quick to know we have to teach brand new tellers essential skills, and we pay attention to that - either in 'on-the-job' training, working with an experienced teller, or in one or two weeks of training. We teach debits and credits and cash handling and settling and (hopefully) robbery response and anti-money laundering tips and if there's time left over, we even teach them to cross-sell.

The first day alone on the window, the elderly lady standing in front of the teller cashing her social security check says something about what she read in AARP about not getting any checks back in her statement any more. Could the teller please tell her what that means?

Well?No. But the teller can turn to a more experienced person on the line? who hasn't a clue either. Because all the talk and training has been administrative and back office - not yet to the teller line. Of course the information will be there by October 28 - but the questions are already starting up, because of articles alerting our members and customers to the change.

The second day on the window, a lady comes up and is chatting while her deposit is being made about this wonderful letter she got, offering her a lot of money if she'll help this poor person get her funds out of the country where they're being held. The teller's response could be something like, "That's nice," as the deposit receipt is handed over. Because the employee pool where many of our tellers come from have never heard of a Nigerian scam. Or a flim-flam. Or a pigeon drop. These are financial institution standard frauds that are new to the new-hire. It's one of the reasons we just did a video on "Swindles, Scams and Cons" to educate the uninitiated so they'll be aware of them happening.

Those of us that have been around for awhile sometimes take for granted that as soon as a person begins to work for a financial institution, they know all the tricks of the trade. It just doesn't happen that way.

Tellers I've talked to tell me they know what rolls downhill in their shop - and it isn't information or communication! They really resent not knowing about a new law, or a new scam, or worse yet - a new product of their own financial institution that everyone else is aware of, but they haven't been advised of its existence. I even had some tell me they learned about new products at their bank because they saw the ad for it on TV before they heard about it on the job! We need to get back to that weekly branch meeting where information can be shared with the people on the front line. Memo's help, but they aren't as effective as 'story swapping' over a cup of coffee. These folks should be almost first to know - not last.

Copyright © 2004 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 14, No. 5, 7/04