Teller Workshop
Topics & Objectives

Please note that the Topics/Objectives listed below are subject to change.

Teller Basics

• Discover the credit union difference
• Get the facts on currency and check features
• Grow your knowledge of common check and endorsement issues
• Understand the check hold rules

Regulations for Frontline Staff

• Understand the major regulations, including the Bank Secrecy Act
• Know the consequences of non-compliance
• Understand the key role you play in your credit union's compliance

Fraud Prevention

• Know how to detect altered and counterfeit items
• Learn about different types of scams and how to prevent them
• Explore ways to protect members against fraud

Handling Emergencies

• Know how to handle whatever comes your way, including robbery, natural disasters, bomb threats, or power failure
• Understand the steps to take before, during, and after the emergency

Communication and Sales Skills

• Understand the dimensions of great service
• Improve your interpersonal and phone communication skills
• Discuss and demonstrate active listening skills
• Handle member complaints and criticism
• Listen for and respond to sales opportunities
• Know your credit union's products