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Summary:
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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. |
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Courses Included (With Key Objectives):
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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
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