The Institute of Certified Bankers^TM(ICB) is dedicated to promoting the highest standards of performance and ethics within the financial services industry. This webinar has been approved for 2.5 CBT credits.

Managers and head tellers say this program gets the point across about the responsibility the teller has in influencing the ongoing impression customers have of the institution. Here are some questions the program has answers for...

• Have a concern your tellers don't take pride in their work?
• Are you ready to reduce errors, eliminate balancing problems and increase adherence to dress code and other policies?
• Looking for ways to improve attitudes, customer service delivery and cross-selling statistics?
• Want some reinforcement to convince your tellers that what is expected of them can change quickly or that they need to learn to take the initiative on picking up the workload without prodding?

This workshop will convince participants of several critical facts.

1. The teller position continues to be one of the most important jobs in your financial institution.
2. How a teller performs on the job is equally important.
3. Tellers earn a reputation on the job and with customers.

• Follow Procedure - some procedures can save money, some can spare criticism from the regulators, and others can save time, a few help spare lives.
• Maintain Flexibility - successful tellers must meet the need to be flexible whether that is the hours they work or the people they work with or wait on.
• Manage Risk - tellers become expert risk managers as they meet the challenges of cashing checks, reviewing ID, responding responsibly to robbery training and other security issues.
• Promote Sales and Provide Service - the "inside sales force" is the teller line and like all customer contact personnel the teller must always be aware of sales opportunities while providing exceptional service.
• Master the Balancing Act - developing consistent habits in dispensing and receiving cash as well as becoming efficient with common, everyday transactions are the safeguards to balancing.
• Keep a Positive Attitude - the one thing in life we all have an equal shot at, and complete responsibility for, is our attitude.
• Beware of the Sticky Stuff - tellers have to learn how to deal with the difficult customer and how to demonstrate professionalism when dealing with difficult situations.

Honey Shelton, founder of InterAction Training Systems (ITS), has provided training to over a quarter-million professionals. She brings the best of both worlds to her training sessions. From 2004 to 2007, Shelton served as executive vice president of Texas' second oldest independent bank where she oversaw retail operations, marketing, and training. This enabled her to see up close what is happening in the trenches. Plus, she has the depth of knowledge that comes with 20 years' experience as one the nation's leading seminar presenters.

Prior to founding ITS in 1983, Shelton served as vice president of marketing and an executive committee member for a major holding company bank in The Woodlands, Texas. During her 15 years in banking, Shelton began developing a passion for training others to succeed.

As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Shelton invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state bankers associations around the country.

Shelton continues in her own personal pursuit of excellence. She has obtained certification in Reality Therapy from the William Glasser Institute and the Training and Development Certification Program at Texas A&M.

Live webinar only. You will receive instructions to attend the live session with the ability to ask questions of the instructor.

Attend the live event plus receive unlimited, online playback for the next 6 months. In addition to the live program, you receive a web address for online viewing after the live event and an audio CD with handouts for offline viewing.

Unlimited playback & materials only. If you are unable to attend the regularly scheduled event, but are interested in the topic, you can purchase the recorded version. You will receive a web address for online viewing and an audio CD and handouts for offline viewing.