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The Teller's Handbook: Everything a Teller Needs to Know to Succeed

ISBN10: 0071367918 | ISBN13: 9780071367912

The Teller's Handbook: Everything a Teller Needs to Know to Succeed
ISBN10: 0071367918
ISBN13: 9780071367912
By Joan German-Grapes

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The Teller's Handbook shows all front-line banking personnel how to handle customer questions,process every type of request, effectively cross-sell today's financial products, and more! A nationwide bestseller for nearly 30 years, and now completely revised, updated and expanded to encompass all financial institutions including commercial banks, savings institutions and credit unions, this essential guidebook is packed with crystal-clear charts, graphs. . .even cartoons! But don't let influential author Joan German-Grapes' friendly, interesting, and humorous style fool you. The Teller's Handbook delivers solid, no-nonsense answers to every important operational question. On top of the comprehensive, insightful information and "Bankability Basics" for which this book is famous, German-Grapes has added new sections on tips and strategies for doing your job well, making sure your best work is noticed, and landing that important first promotion; practical and profitable advice on successfully selling today's complex financial services and products to every customer as well as how to deal with the competition; cross-selling, and ways to identify which customers are sure to be the best candidates for each product; and becoming a trained salesperson who knows how to ask for the business and use the best "closes" for different situations; and ways effective teamwork can help. Don't get left behind! With updated information about current regulations, rules on how to dress for success, and "red flags" for the newest fraud and theft tactics, The Teller's Handbook will show you how to carve out a promising career in today's high-pressure, but high-opportunity, world of retail financial services.

Preface: Your Investment in the Future

Introduction: "Bankability" Still

1. What Is a Teller?

2. The Elements of Job Success

3. Personal Pointers

4. Getting Along with Your Co-Workers

5. Effective Communications - The Key to Motivating Others

6. How to Get Ahead

7. After Working Hours

8. The Mathematics of Banking

9. The Bookkeeping of Banking

10. Knowing and Handling Money

11. How to Settle

12. Develop Efficient Work Habits

13. Opening New Accounts

14. How to Be Audited Painlessly

15. Safeguarding Your Cash

16. Cashing Checks

17. This Is a Holdup!

18. Forged, Counterfeit, and Altered Checks

19. Counterfeit Currency

20. Defalcations

21. Cons and Frauds

22. Security and Customer Courtesy

23. Handling Emergencies

24. Know Your Services

25. Customers Are Important

26. Dealing with Difficult Situations

27. Financial Tips for Customers

28. Selling Is Part of Your Job

29. Cross-Selling

30. Your Sales Talk

Glossary

Index

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