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A Day in the Life - Teller at Webster Bank


8.00am -It is Monday morning and you know you have a busy day ahead. It is the first day of a new checking campaign, and heavy advertising started the week before. On your way, you are thinking of ways that you can contribute to your team's success.
8.30am -It is time for the branch Morning Huddle! All branch team members meet for 5-10 minutes to discuss the strategy for the day. The conversation centers on the checking campaign. You volunteer to commit to at least 2 qualified referrals today to the Bankers from your conversations with customers you serve. Your manager coaches you on different things you can say to make these conversations fruitful. On this particular day you are also assigned the Branch Appearance Checklist, so you tour the branch inside and out, picking up ATM receipts off the ground and straightening marketing brochures in their racks. You want the branch to look neat and clean when customers arrive, knowing that first impressions are everything!
8.50am -The branch opens its doors 10 minutes early to customers, helping out those that are in a hurry to get to work. You are at your teller station, ready to start serving customers. You wave and say hello to customers entering, using their names when you know them. For the majority of the day, you are taking customers one at a time, processing their transactions with efficiency and accuracy while at the same time referring sales opportunities to Bankers.
2.00pm -Your manager has designated this time to sit behind the teller line and observe you serving customers. This takes 45 minutes, after which your manager meets with you one on one and coaches you on what was observed. You do a great job on the accuracy of your work, keep it up! You and your manager agree on ways that you can improve using the customer's name on a more consistent basis. During this meeting you also report back on how many referrals you made today to Bankers. You made 3 referrals, awesome job!
4.00pm -You balance your teller drawer, making sure to count and bundle your cash carefully. You abide by all operating procedures to ensure that all cash is stored properly and all your work is prepared and ready to be sent for further processing.
4.30pm -Your manager holds an operations meeting to train all team members on a new procedure which goes into effect next week. You listen carefully, asking questions when you need to, role playing customer scenarios with your team members and taking notes to ensure your understanding. You want to be fully prepared to assist customers with the new procedures.
5.00pm -Traveling home, you reflect back on your coaching session with your manager, resolving to continue the strong accuracy of your work and to get better at calling customers by name, knowing that doing so will lead to more conversations and possible referrals!