Social Intelligence

  • Agreeableness Tellers regularly interact with people – both customers as well as co-workers. As a representative of the bank, it’s important for tellers to be pleasant, tactful, and caring.
  • Communication skills – When interacting with customers, it’s of utmost importance to listen closely and carefully. In addition to making your customers feel that they are cared for, listening to your customers will also help you to understand their needs. You should also know how to converse with customers – addressing the customer and establishing rapport, maintaining pleasant conversation and coping with difficult situations such as unreasonable requests or interactions with angry customers.
  • Confidentiality – Respect your customer’s privacy and make sure that sensitive information remains confidential.
  • Empathy - Understand your customer's feelings and his or her situation.
  • Teamwork – Tellers function as part of a team. Be helpful, cooperative, and remember that the way you do your job affects your teammates.
  • Working under a supervisor – It’s important to build a good relationship with your supervisor and to have his or her support. Ask your supervisor for advice and also make suggestions, with regard to whatever the situation may be. Be sure to be a respectful and loyal employee and team member.

Cognitive Abilities

  • Judgment – Tellers often face conflicts which require them to prioritize and make decisions.
  • Decision making – When facing such conflicts or helping customers with problems, tellers need to analyze the issue at hand and find solutions that address the customer’s needs while adhering to the bank’s policies.
  • Accuracy and attention to details – The teller’s job requires precision, thoroughness, and accuracy in order to avoid errors.
  • Be alert - Tellers must be alert and attentive to any suspicious signs indicating fraud.
  • Work habits – Since efficiency and punctuality are vital for being a good teller, it’s important to work in an organized and orderly manner and to maintain an organized work environment.
  • Working quickly – Since customers appreciate short waiting times, tellers need to efficiently balance thoroughness, precision, and working swiftly.

Potential Job Performance

  • Conscientiousness – Have the desire to be a good, hard-working employee. Be thorough when you take action and make sure customers understand the information which you provide to them.
  • Follow procedures –Financial institutions, such as banks, have many regulations and procedures. It is crucial to be familiar with these regulations and procedures and how to properly maintain them. This includes knowing which rules are strict and which are flexible. An irregular situation may arise and you may want to ask your supervisor to make an exception for the customer in question.
  • Loyalty to the bank – Remember that you are a representative of the bank, thus, maintaining customer satisfaction as well as the bank’s interests is essential.
  • Stress tolerance – A bank can sometimes be a stressful environment. When faced with a long line or a difficult customer, remember to maintain a high level of professionalism and remain calm. When working with customers or co-workers, be able to take criticism and learn from it.
  • Openness to new experiences – Be creative, flexible, and able adapt to a constantly evolving environment.
  • Be proactive – Go the extra mile. When coping with a problem, find creative solutions and be sure to follow up on the problem.
  • Be a salesperson – As a teller, it is part of your job to sell services that the bank provides. The best way to do this is to address the customer's needs – offer the customer a service that will solve a problem or inconvenience or will simply make banking easier according to each customer's individual needs.
  • Be knowledgeable – Become an expert in your field: be familiar with the bank’s services and procedures. This will save you time, enable you to better answer questions, and avoid making mistakes.

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