Function Repititions Repititions Empl Trainer

SENIOR TELLER TRAINING SCHEDULE RVSD 6/30/2009

NAME:______BRANCH:______

Items in bold are to be completed and certified by supervisor as completed. Items listed under those in bold are further explanation, and bulleted items are training materials regarding that topic)

REQUIRED COMPLETED CERTIFIED FUNCTION REPITITIONS REPITITIONS EMPL TRAINER

 Analytical Skills (16 hours)  Exceptions to check holds (8 hours) ______ Fee refunds (2 hours) ______ Handling member complaints (2 hours) ______ Identifying quality members (2 hours) ______

 Product Knowledge (Location of Training Material)  Deposit Product course 1 Date completed: ______ Lending Product course 1 Date completed: ______ Special Accounts & Services course 1 Date completed: ______ Product Fees 1 ______ Money order/ travelers checks 1 ______ Product Test (96 score or higher) 1 Date: ______Score: ______REQUIRED COMPLETED CERTIFIED FUNCTION REPITITIONS REPITITIONS EMPLTRAINER

 Branch Opening procedures  Unlock building 3 ______ Disarm alarm system 3 ______

 Access to the money supply 3 ______ Activate equipment 3 ______

 Branch Closing procedures  Balance tellers 4 ______ Prepare checks for encoding/proofing 2 ______ Run end of day reports  Daily cash analysis 3 ______ Branch vault banking 3 ______ Branch cash on hand 3 ______ Branch check schedule 3 ______ Check to see if finish can be run 3 ______ Secure building 2 ______ Set alarm system 2 ______

 Process night drop/lobby drop 2 ______

 Balance money orders 4 ______

 Balance working supply of Travelers Checks 4 ______REQUIRED COMPLETED CERTIFIED FUNCTION REPITITIONS REPITITIONS EMPLTRAINER

 Balance cash advances 4 ______

 ATM  Balance 6 ______ Pull totals 3 ______ Replenishment 4 ______ Maintenance 3 ______ Handle jams and other problems 2 ______ Service calls 2 ______

 EMPOWERMENT  Overrides 5 ______ Fee refunds 3 ______ Exceptions to check holds 5 ______

 ROBBERY TRAINING  Hold up alarm activation (1 hour) ______ What to do in the event of a robbery (3 hours) ______ Duress codes (1 hour) ______REQUIRED COMPLETED CERTIFIED FUNCTION REPITITIONS REPITITIONS EMPL TRAINER

 VAULT PROCEDURES:  Order Cash/verify order 5 ______when delivered/Post GLs  Receive/Load Money Orders 2 ______ Order Travelers Checks 2 ______ Quarterly Audit of Travelers checks 2 ______ Branch Balance Sheet 10 ______

 Organize Paperwork to be sent to Corp 10 ______

 Load Cash Machines 10 ______

 Balance coin machine and familiar with maintenance of coin machine 5 ______

 Bring image machine up for research purposes (vouchers) 5 ______REQUIRED COMPLETED CERTIFIED FUNCTION REPITITIONS REPITITIONS EMPLTRAINER

 Train a New Teller 1 ______

 Train the Trainer 1 ______(Location of Training Material)

 Audit Teller Paperwork 3 ______

 Audit Teller Cash 3 ______

 Service Plus Coach Certification 1 Date: ______(Previously completed Service Plus program)

 Videos o BSA & Beyond

 Interpersonal Skills Training

1. “Learning from Members” (Intranet: Training center/Securian e-learning) 1 Date: ______

2. “Fine Tuning Your Skills” (Video/activities) 1 Date: ______

3. “How to Handle the Irate Caller” (Video/activities) 1 Date: ______

 Senior Teller Test 1 Date: ____ Score: ______

 Production standards Month:______# of trans: ______TRAINING CERTIFICATION:

TRAINEE:______DATE:______

TRAINER:______DATE:______

PHASE IV CERTIFICATION:______DATE:______