Hrm549 Training Methods for Bank Tellers

Case:  

Training Methods for Bank Tellers

Introduction

BB&T Corporation is a biggest bank in North Carolina and there are a few branches at 15 states and include Washington D.C.  Regional President decide to be close to customer by made it locally.  They will serve client more responsive, reliable and empathetic.  

Problem

1. No standard flow of work will affect teller task delivered.  No standard output among teller.
2. All the duty in manual.  Example after transaction made they have to key in the data to computer.  
3. They have make settlement every end of each shift.  The transaction must tally and some time it take time.
4. There are many things to do in one time.  Too much burden is a factor to make them leave the company.  It will increase turn over.  High turnover give bad impression to company image.

Solution

BB&T Corporation decide to implement new technologies to increase the effectiveness of teller.  They will collaborate with Apple by used Apple pay application.  The application will allow customer to pay bill and credit card purchase.  It provide contactless payment and complete with unique security features.  

To apply new technology, BB&T have to give training to the staff where they have to well prepare mentally and physically.  First step to choose the method of training you have to identify what type of learning you needs and it must fulfilling the learning outcome.  The learning of outcome as follows:

1. Verbal Information

Teller must have basic knowledge in IT and basic knowledge in accounting or had credit in Mathematics.  The knowledge will give advantages to them to understand their tasking and it will help them to solve problem faster and easier.  Example if he has IT background maybe it is easier to him to access Apple pay application.

1. Intellectual skills

Teller should have other skills such as good attitude in customer service.  They know how to tackle customer and handle them in a critical situation.  Other than that maybe teller will give consultant and suggestion about type of wifi that customer better choose which it is suitable with the application

1. Cognitive strategies

It is related to what kind of learning that teller needs.  Example they have to know about the system flow very well.  So they become master to handle the system.  This is important to consult customer if they are stuck.  Example they make a payment by using Apple pay application.  Their bank statement show that the bank balance deducted but vendor not receive the payment for that item.  Maybe teller will suggest customer to fill up claim form to claim the amount to bank.  The amount maybe floating.  It is not in customer account and it may not in vendor account.  Teller may handle the crucial situation and make customer calm.  This is important to have customer trust and believe to teller and bank they are deal with.