Training Methods for Bank Tellers Case Study

Directions
Read the case study below and then in approximately 750-word essay, answer the following:

Describe the training method or combination of training methods you would recommend to train BB& T’s bank tellers.
- Justify your choice of methods.
Explain what ramifications the organization can face if they do not implement the appropriate on-the-job training and developmental practices for bank tellers.

Your response should be 1 to 2 paragraphs in length.

BB&T Corporation
BB& T Corporation, headquartered in Winston-Salem, North Carolina. It is among the nation’s top financial holding companies with $152 billion in assets. Its bank subsidiaries operate approximately 1,500 financial centers in the Carolinas, Virginia, West Virginia, Kentucky, Georgia, Maryland, Tennessee, Florida, Alabama, Indiana, and Washington, D. C. BB& T’s operating strategy distinguishes it from other financial holding companies. BB& T’s banking subsidiaries are organized as a group of community banks, each with a regional president, which allows decisions to be made locally, close to the client. This also makes BB& T’s client service more responsive, reliable, and empathetic. BB& T was experiencing a 30 percent annual turnover rate for bank tellers and decided that its on-the-job training was ineffective.
The Bank Tellers’ Tasks Include:

Balance currency, coin, and checks in cash drawers at the end of each shift, and calculate daily transactions using computers, calculators, or adding machines.
Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
 Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments, and the legality of the documents.
Enter customers’ transactions into computers to record transactions and issue computer-generated receipts.
Count currency, coins, and checks received, either by hand or using a currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.
Identify transaction mistakes when debits and credits do not balance.
Prepare and verify cashier’s checks.
Arrange monies received in cash boxes and coin dispensers according to denomination.
Process transactions such as term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.

Tellers’ Daily Work Activities Include:

Communicating with supervisors, peers, or subordinates -Providing information to supervisors, coworkers, and subordinates either by telephone, in written form, e-mail, or in person. Establishing and maintaining interpersonal relationships. Developing constructive and cooperative working relationships with others and maintaining them over time.
Performing for or working directly with the public -Performing for people or dealing directly with the public. This includes providing services for bank customers.
Interacting with computers-Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Documenting/ recording information -Entering, transcribing, recording, storing, or maintaining information in written or electronic/ magnetic form.
Evaluating information to determine compliance with standards -Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Getting information -Observing, receiving, and otherwise obtaining information from all relevant sources.
Making decisions and solving problems, analyzing information and evaluating results to choose the best solution and solve problems.
Processing information -Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Communicating with persons outside organization -Communicating with people outside the organization, as well as representing the organization to customers, the public, government, and other external sources, either in person, in writing, or by telephone or e-mail.