Teller Skills & Competencies

Manager's Guide: Teller

The Manager's Guide to the Teller Role

This Manager's Guide includes:

  • The complete set of 45 Competencies expected from the role
  • 209 Interview questions for determining a candidate's skill level in each of 45 Competencies
  • 205 Coaching tips for helping incumbent to advance their skills in each of the 45 Competencies
  • 196 Development goals to help measure incumbents' progress in each of the 45 Competencies
  • 467 Recommended resources for progressing education in each of the 45 Competencies

Roles and Responsibilites

The primary responsibility of the Teller is branch management and in-branch services, teller and platform services, financial product sales, customer services, and management of lending risk to retail customer base.

The Teller processes a variety of routine financial transactions including cashing checks, making withdrawals, facilitating deposits, and overseeing credit card and loan payments.

A typical job description for the Teller role may include:

  • Processes a variety of routine financial transactions including check cashing, withdrawals, deposits, and loan payments.
  • Maintains appropriate level of cash on hand.
  • Prepares daily paperwork according to branch procedures.
  • Responsible for managing and balancing cash draw.
  • Requires a high school diploma or equivalent and 0-1 years of experience.
  • Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Works under immediate supervision.
  • Typically reports to head teller.

Organizational Role

The Teller typically serves as member of technician, trainee, administrator. As such, the Teller provides routine technical or administrative tasks. The organization will depend on this person's follows procedures. The Teller generally is responsible for operates under supervision.

Teller Job Responsibilities

The Teller generally has the following responsibilities:

  • Assists in balancing the cash drawer. Refers customers to appropriate bank staff for product sales or problem resolution.
  • Provides prompt and courteous customer service.
  • Completes efficient daily settlements and transaction batches.
  • Processes night deposits and ATM transactions.

Teller Competencies

The complete Teller Manager's Guide includes the 45 key competencies expected of Teller. The report defines each Competency in detail. The report also explains what level of proficiency Teller should have in that Competency, as well as how important that Competency is to performing the role well.

Among the 45 Competencies for Teller is...

Addressing Customer Needs

You may observe several behaviors in a person that could be strong indicators of his or her capabilities in the Addressing Customer Needs competency. The Teller is expected to demonstrate Working experience in the Addressing Customer Needs competency. To demonstrate Working experience in the Addressing Customer Needs competency, one should demonstrate knowledge of and ability to meet customer needs by offering appropriate products in an appropriate manner.

  • Works with the items in at least one product line and has successfully sold most of them.
  • Sells to customers with a variety of different product needs.
  • Explains different product features to different customers as appropriate to their needs.
  • Selects new products, or alters existing ones, to meet customer needs.
  • Uses different communication styles to effectively relate to diverse customer types.