Today’s Teller Handbook - ABA.com - Training, …

TODAY'S TELLER

DEVELOPING BASIC SKILLS

Student Handbook

This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.

From a Declaration of Principles jointly adopted by a Committee of the American Bar Association and a Committee of Publishers and Associations.

The American Bankers Association is committed to providing innovative, high-quality products and services that are responsive to its members' critical needs.

To comment about this product, or to learn more about the American Bankers Association and the many products and services it offers, please call 1-800-BANKERS or visit our Web site: .

This correspondence course has been approved by the American Bankers Association for use in courses for which ABA certificates or diplomas (formerly American Institute of Banking (AIB) certificates or diplomas) are granted.

? 2018 by the American Bankers Association, Washington, D.C.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means--electronic, mechanical, photocopying, recording, or otherwise--without prior written permission from the American Bankers Association. Printed in the United States of America 10 9 8 7 6 5 4 3 2

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CONTENTS

Exhibits ..................................................................................................................... v Job Aids ...................................................................................................................vi Introduction ............................................................................................................ vii

Module 1: The Changing Role of The Teller .............................................................1

Introduction ..............................................................................................................1 Section 1: The Business of Banking...........................................................................1 Section 2: Today's Professional Teller .......................................................................3 Section 3: Performance Standards .............................................................................4 Section 4: The New Teller ........................................................................................9 Module 1 Review Quiz ...........................................................................................10

Module 2: Handling Checks ................................................................................... 11

Introduction ............................................................................................................11 Section 1: Components of a Check .........................................................................12 Section 2: Negotiability...........................................................................................14 Section 3: Acceptability ...........................................................................................14 Section 4: Types of Checks .....................................................................................15 Section 5: Forged and Altered Documents ..............................................................21 Section 6: Endorsements .........................................................................................26 Section 7: Identification and Signatures ..................................................................34 Module 2 Review Quiz ...........................................................................................44 Answers to Exercises ................................................................................................46

Module 3: Processing Transactions..........................................................................49

Introduction ............................................................................................................49 Section I: Deposits ..................................................................................................50 Section 2: Withdrawals and Cashing Checks...........................................................58 Section 3: Transacton Workflow .............................................................................59 Section 4: Check 21 ................................................................................................61 Section 5: Negotiable Instruments ..........................................................................63 Section 6: Loan Payments, Bankcard Transactions, and Foreign Currency..............64 Section 7: Processing Large Cash Transactions ........................................................68 Section 8: Security When Processing Transactions ..................................................86 Module 3 Review Quiz ...........................................................................................95 Answers to Exercises ................................................................................................96

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Today's Teller Contents

Module 4: Cash Handling ....................................................................................... 99

Introduction ............................................................................................................99 Section 1: U.S. Currency.......................................................................................100 Section 2: Cash Drawer Arrangement ...................................................................108 Section 3: Counting Cash .....................................................................................110 Section 4: Buying and Selling Cash .......................................................................115 Section 5: Mutilated, Unfit, and Counterfeit Currency .........................................117 Section 6: Opening and Closing Procedures..........................................................124 Module 4 Review Quiz .........................................................................................126

Module 5: Bank Security....................................................................................... 127

Introduction ..........................................................................................................127 Section 1: Robbery ................................................................................................128 Section 2: Bomb, Kidnapping, and Extortion Threats...........................................139 Section 3: Opening and Closing Security Procedures ............................................141 Section 4: Active Aggressor Incidents and Other Emergencies...............................145 Section 5: Con Artists and Other Criminals ..........................................................148 Section 6: Ethics and Internal Fraud .....................................................................150 Module 5 Review Quiz .........................................................................................152

Module 6: Providing Quality Customer Service ..................................................... 155

Introduction ..........................................................................................................155 Section 1: Customer Expectations .........................................................................156 Section 2: Communication Skills ..........................................................................161 Section 3: Dealing with All Kinds of Customers....................................................170 Section 4: Product Knowledge Skills .....................................................................172 Section 5: Helping Your Customers Understand the Rules ...................................186 Module 6 Review Quiz .........................................................................................191 Answers to Exercises ..............................................................................................193

Appendix A: Glossary............................................................................................ 195

Appendix B: Routing Transit Number: Federal Reserve Districts and Branch Cities 201

Appendix C: Federal Reserve System ..................................................................... 202

Appendix D: Regulatory Agencies.......................................................................... 203

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EXHIBITS

Exhibit 1-1 Bank's Relationship with Depositor and Borrower .......................................... 2 Exhibit 1-2 Types of Financial institutions and Services Offered........................................ 3 Exhibit 2-1 Components of a Check ................................................................................ 12 Exhibit 2-2 Business Check .............................................................................................. 16 Exhibit 2-3 Cashier's Check ............................................................................................. 16 Exhibit 2-4 Money Order ................................................................................................ 17 Exhibit 2-5 Traveler's Check ............................................................................................ 17 Exhibit 2-6 Counter Check .............................................................................................. 18 Exhibit 2-7 Insurance Draft ............................................................................................. 19 Exhibit 2-8 Convenience Check....................................................................................... 19 Exhibit 3-1 Deposit Advice .............................................................................................. 52 Exhibit 3-2 Endorsement Standards ................................................................................. 54 Exhibit 3-3 Work Flow .................................................................................................... 59 Exhibit 3-4 Substitute Check ........................................................................................... 62 Exhibit 3-5 Sample CTR.................................................................................................. 70 Exhibit 3-5 continued ...................................................................................................... 71 Exhibit 3-5 continued ...................................................................................................... 72 Exhibit 3-5 continued ...................................................................................................... 73 Exhibit 3-6 Sample Suspicious Activity Report ................................................................ 79 Exhibit 3-6 continued ...................................................................................................... 80 Exhibit 3-6 continued ...................................................................................................... 81 Exhibit 3-6 continued ...................................................................................................... 82 Exhibit 3-6 continued ...................................................................................................... 83 Exhibit 3-6 continued ...................................................................................................... 84 Exhibit 3-6 continued ...................................................................................................... 85 Exhibit 4-1 Face of the Denomination ........................................................................... 102 Exhibit 4-2 Example of a Working Cash Drawer Arrangement ...................................... 110 Exhibit 4-3 A "Raised" Bill............................................................................................. 112 Exhibit 4-4 Sample Cash-in and Cash-out Tickets ......................................................... 116 Exhibit 5-1 Robbery Description Form.......................................................................... 132 Exhibit 5-1 continued .................................................................................................... 133 Exhibit 5-1 continued .................................................................................................... 134 Exhibit 5-2 Sample Holdup Description Form .............................................................. 135 Exhibit 6-1 Causes and Results of Customer Satisfaction and Dissatisfaction ................. 158 Exhibit 6-2 Common Bank Products and Services ......................................................... 177

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