This varies depending on job duties. Claims investigators know a lot more. CSRs know that when someone says they lost their ATM card, what forms to fill out, whom to refer the customer to for a claim and how to put the card on hot status immediately.
So training should depend on what they do. Similarly, the claims investigators in the back room, upstairs, know less about robbery procedures, bait money and Reg. CC.
My opinions are not necessarily my employers.
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell