Bank Teller Requirements: Teller Performance Report
Bank tellers are responsible for multiple customer, sales and service transactions.
In fact, being a bank teller is one of the most challenging positions within a bank or credit union.
Minimum performance expectations are established for bank tellers to ensure consistency and efficiency with
service to customers and prospective customers.
Teller performance standards are established for banks both large and small and the expectations for performance are universal.
When accessing bank teller performance, banks and credit unions are specifically assessing 9 key bank teller performance areas.
# 1 Total Transactions:
In today’s competitive banking environment, banks and credit unions are challenged with the need to look for ways to offer service that beats the competition. With social media being a viable avenue for customers to voice their opinions, banks and credit unions have increase minimum performance standards for bank tellers, personal bankers and bank managers. The total number of transactions completed for bank teller staff is critical for the success of a bank or credit union. With total transactions, banks and credit unions compare individual teller transactions completed daily, weekly and or monthly with that of his or her peers.
# 2 Days Worked:
Bank Teller performance reports take into account the number of days in which a bank teller has worked, this data will be included on bank teller performance reports. Again, there will be a comparison of individual teller performance against peers within a bank or credit union.
# 3 Balance Accuracy Rate:
Customer service is a major focus for banks and credit unions and being able to complete banking transactions “right the first time” are a major priority for banks and credit unions. With balancing and accuracy, banks and credit unions establish standards for bank tellers across the company. The balancing and accuracy expectations can range from 85%-95% for minimum bank teller performance standards.
# 4 Times Over and Times Short:
Banks and credit unions track the number of times that a bank teller and been over and short. This information is especially helpful with identifying bank teller performance areas needing improvement and detecting potentially suspicious teller behavior. An example of this would be a bank teller that is over or short weekly for the same dollar amount. This could potentially signal employee defalcation.
# 5 Net Dollar(s) over and Short:
The actual dollar amounts for bank teller over and shorts are monitored to protect the interests of customers as well as banks and credit unions. See #4 for reasons why banks and credit unions track this type of activity.
# 6 Teller Differences Booked:
Bank tellers are reviewed monthly, quarterly and annually to discuss performance and areas of performance requiring immediate improvement. Bank teller performance reports provide a snap shot of bank teller results as well as provide insight on additional teller training and development that may be needed.
# 7 Dollars Booked:
The dollars booked section of bank teller performance would signal transactions in which the bank or credit union teller services team were unable to locate. Most teller differences are located by bank or credit union teller services.
# 8 Net Dollar(s) Teller Differences:
Bank teller net dollars teller differences would reflect performance within a 12 rolling period
# 9 Other Performance Losses:
Other performance losses would include transactions in which a bank teller did not follow proper policies and procedures that resulted in a loss for the bank or credit union. See example below:
Sue (bank teller) completes a transaction for a customer in which she did not obtain proper identification, it is later discovered that the transaction was fraudulent and not completed by the actual owner of the account. This would be a performance loss.
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