As the hiring manager, you play a key role in setting the tone for your new associate's work experience. To set your new associate up for success, you will:

• Follow the process of preparing for the new associate to join the team.
• Create a warm welcome and encourage your team to help their new teammate find their way.
• Select a Co-Star to be the new associate's first link in their internal network and go-to resource during onboarding. This person will help you complete certain tasks throughout the plan.
• Complete all parts of the onboarding plan with the new associate.

To get started, download these onboarding resources:
 

• Pre-start Communication Templates
  Pre-start_Comms_1_v03082024.docx
  This document contains the e-mail template for communicating important details to the candidate after an offer has been accepted.
  Pre-start_Comms_2_v03082024.docx
  This document contains the e-mail template for communicating details after the candidate is cleared to start and a start date has been established. 
  
   
• Manager Onboarding Plan
  This is your guide for providing a consistent and positive onboarding experience for new associates
  
   
• Associate Onboarding Plan
  This is a companion onboarding guide for the associate. You will give this to the associate at the start of Day 1. They can download an electronic copy here: Welcome to Capital City Bank
   
• I-9 List of Acceptable Documents 
  
   
• New Hire Flowchart
  Infographic describing the workflow for all the stages of the associate's new hire period. 
  
   
• Take it to 10 Handout
  Talking points for discussing our Take it to 10 goals. You will give this to the associate.
  
   
• Payroll Handout
  Talking points for discussing our payroll process. You will give this to the associate. 
   
• Job Description
  The job description for your new hire is attached to the e-mail you received from your HR Hiring Coordinator when the position was posted, along with the steps for hiring and and interview questions.
   
• Expectations of Associates

Setting the tone for a great working relationship with your new associate starts with communication. Follow the New Hire Onboarding Checklist section of the Manager Onboarding Plan to complete these actions:

 

1. Immediately after the candidate accepts the position, email the new associate and copy the Hiring Coordinator; using the COMMS #1 pre-start template. This will prompt the Hiring Coordinator to launch information from StarAccess (UKG) to the associate about how to complete the pre-employment screenings. 
   
    
2. All prospective associates are required to complete our fingerprinting process as a part of their pre-employment screening. The associate will receive an e-mail from B.I.G (Business Information Group) with next steps for completing these pre-employment Background Check, Drug Testing, and Fingerprint screening. 
   
   From: applicationstation@bigreport.com
   Subject: Background Investigation Forms Requested
   
   
   "Dear Associate Name,  
   Capital City Bank has requested you provide authorization to Business Information Group to complete a background investigation.  This investigation will NOT be started until you provide this information.  To complete the forms, please follow the instructions below:    
   1. Click https link
      • If the provided link does not work, please copy and paste the link into your browser.
   2. Create an account using the Sign Up Now Button. 
      • Note: If returning, please skip this step, use the account you created originally, and proceed to step 4.    
   3. After signing up, you will be asked to login with the credentials you created in Step 2.    
   4. Sign in using the account information you created in Step 2.        
   5. Follow the online instructions on the ApplicationStation Web Site, which will guide you through the process.  
      • If requested, your ApplicationStation code is CAPITALCITYBANK242926
      • If requested, your Case Reference Number is XXXXX  
      • Please note: Instructions for your fingerprinting and drug screening registration will be on the final “Confirmation” screen after you click the “submit” button. Please complete the registration/collection within the next 72 hours.
      • If you have questions about the information you are being asked to provide, please contact your representative at Capital City Bank.  If you experience technical issues logging on to the ApplicationStation site, please contact ApplicationStation Support at 1-833-802-6381 "
         
3. Contact all the applicants you interviewed in person (or virtually) but did not hire and communicate that the position was filled. Note: Contact any internal applicants by phone. For recommended scripts on how to have that conversation, see Step 4: Closing the Hiring Process of the Hiring Overview article.
   1. All candidates not chosen for hire must be dispositioned with the appropriate reasoning.  
      • To decline a candidate, select the candidate, choose decline, choose the reason.  
        
        Examples of how to disposition candidates: Any candidates without a resume can be dispositioned to “resume required”, if they are a no show for the interview they would be dispositioned to “No show for interview”, etc. If an internal candidate is selected for the position, you could disposition the remaining candidates to “decline” and “filled internally”.  
        
        It is vital that you choose the reason for the decline.  Auditors review reasons why a candidate was not chosen, so it is imperative that you select a valid decline reason.  Please be sure to review the entire list of decline reasons and choose the one that best fits the reason you chose to not move forward with that applicant.  
        
        If you are unsure what to select feel free to reach out to your Human Resources Consultant or Hiring Coordinator for assistance. 
        
        
         
4. When the associate is cleared to start, within 24 hours, send a welcome email and copy _StarUniversity; using the COMMS #2 pre-start template. This will prompt Star University to add the associate to StarU Online and assign any necessary new hire training. 
   
   Note for retail leaders: StarU requests system access for new Tellers and Personal Bankers - skipping this step will delay system and network access for your new associate. 
   
    
5. Scan and e-mail your interview notes, from initial and follow-up interviews to the Hiring Coordinator to close the position. 

Your new associate will need equipment, access to programs, and even the building to perform their job duties. Follow the New Hire Onboarding Checklist section of the Manager Onboarding Plan to complete these actions:

 

1. If you are filling a new position and need to order new equipment, complete the PC Order form on NetInterest to request a computer, telephone, software, and other necessary components (for example:  keyboard, mouse, printer). Follow the directions on the form to submit it to the appropriate business partner. Equipment orders require at least 2 weeks to process. 
   
    
2. Complete a CCB System Security Application request. This will request access to the appropriate platforms (for example: Xperience, Harland, Loomis), network drives, e-mail, etc. based on the associate's System Job Function Code (SJFC). System access requests are processed within 3-5 business days. 
   Note: Star University completes this form for new tellers and personal bankers only. You will complete this step for all other positions. 
   See: Requesting System Access
   
    
3. Complete the Building Card Access Request Form on NetInterest to request a security card for your new associate to enter the building. Follow the directions on the form to submit it to the appropriate business partner. 

We want our new associates to feel welcome and a part of the team (aka family) from Day 1. It's the little touches that matter most. Follow the New Hire Onboarding Checklist section of the Manager Onboarding Plan to complete these actions:

 

1. Before the associate's start date, you will receive via interoffice a welcome package for your new associate, sent by the Hiring Coordinator. It will include a welcome gift and a "Hello, Banker" Welcome card.  
   
    
2. As soon as it arrives, pass around the "Hello, Banker" welcome card to have everyone sign, including any business partners in your office. 
   
    
3. Select a Co-Star from the team to be the first link in the new associate's internal network.  This person will act as the go-to resource for the associate during their onboarding and new hire period. The Co-Star's role is to assist the new associate and answer questions about getting set up and acquainted with our standards, practices, and resources. 
   See Selecting a Co-Star
   
    
4. When you receive a notification e-mail from UKG that you are now the onboarding owner, contact the new associate and schedule time for them to come to the office with 2 forms of identification to complete their I-9 paperwork. See: I-9 List of Acceptable Documents
   
   In StarAccess (UKG) you will need to complete Section 2 of the EI-9 and scan and attach the associate's identification documents as well as e-Verify. Only the manager can complete this action. 
   
   Review with the associate the Capital City Associate Expectations Memo and Job Description.
   1. Highlight the key expectations and answer any questions. 
   2. Scan and save the documents to send to the Hiring Coordinator.

Email the signed documents to the Hiring Coordinator and copy the associate

Answer any questions they have about the office location, start time, and let them know whom they will meet when they arrive. Ask that they arrive a few minutes early to allow time for a team meet-and-greet. 

1. The business day before Day 1, email the team and office, if appropriate; asking that they take time to welcome the newest member of the team, including their arrival time and desk or office location. 

Tip: Plan these activities to boost Day 1 engagement

 

• Make a Welcome sign for the associate's workstation or add it to the office bulletin board. 
• Have the whole team gather near the door to celebrate when the associate arrives.
• Select a team icebreaker. See: Icebreaker Ideas
• Bring donuts and coffee for a morning reception with business partners. This makes introductions easy for extremely busy offices.
• Plan a lunch event (for example: potluck, order in, go out) to allow the new associate to mingle and interact with the team in a relaxed atmosphere. 

Objective: Make a positive first impression by creating "Wow" moments.

The Onboarding Plan - Day 1 section of the Manager Onboarding Plan is designed to help you structure the associate's first day with 1:1 time with you and the Co-star, in addition to independent work and shadowing time. There are approximately 6 hours of designated onboarding activities divided into 4 sections:

• Start of Day - Welcome, 10 minutes
• Before Lunch - Introductions, 2 hours
• Afternoon - Getting Started, 3 hours
• End of Day - Finish Strong, 45 minutes

The Plan designates some tasks for the Co-Star, all other tasks are intended for the manager to review with the new associate. Depending on your daily office staffing needs, ask the Co-Star for additional support for completing other appropriate tasks. 


 

Start of Day

Onboarding Activities: 10 minutes

These actions are critical to a successful Day 1 experience:

1. Deliver these items to the associate's workstation before they report to work.
   1. Associate Onboarding Plan
   2. Welcome gift
   3. Signed welcome card
   1. Name tag (if available)
2. Greet the associate at the door yourself, if possible. Be enthusiastic, but sincere when you say "We're glad you're here!"
3. Introduce the new associate to their Co-Star. Explain that this is their go-to resource for questions

Before Lunch

Onboarding Activities: 2 hours 
60 minutes guided by manager or Co-star. 60 minutes independent work time

Day 1 in a new role can be intimidating. Break the ice by introducing them to the office and the associates that they'll be working with in their new role. 

 

1. Before the doors open, call a brief team meeting to make introductions and complete an icebreaker activity, if you have one planned.
   Alternate Plan: Host a breakfast reception and invite the team and business partners from the office to meet and greet with the new associate. 
   
    
2. Co-Star will assist the new associate with logging into their workstation, retrieving email, and accessing StarU Online. Briefly demonstrate the desktop icons. 
   
    
3. Co-Star will assist with taking a photograph for the associate's NetInterest Associate Directory profile. Have the associate email the picture to netinterestissues@ccbg.com. 
   Note: Take the photo head-on against a plain background, if possible. 
   
    
4. You or the Co-Star lead a quick tour of the department ending at the associate's workstation. Allow time afterward for the associate to settle in, take a break, and open their welcome gift. 
   
    
5. You or the Co-Star provide a full office tour. Introduce the new associate around the office, including to business partners and other leaders. 
   
    
6. Ask the associate to begin working in StarU Online to complete the Welcome to Capital City Bank Learning Plan. 

Afternoon

Onboarding Activities: 3 hours
90 minutes guided by manager or Co-star. 90 minutes independent work time

Plan to meet 1:1 with the new associate on the afternoon of Day 1. You can decide how much time to spend on each item and reorganize the outline to fit your office and daily staffing needs. 

Ask the associate to record notes during your 1:1 meetings in the Onboarding Worksheet section of the Associate Onboarding Plan.

 

1. Watch Unwavering: 125 Years of Stories at Capital City Bank with the associate and discuss: 
   1. the importance of your department and others in your office in serving our clients, our communities, and our shareholders. 
   2. Share your history with the bank and any special stories from your experiences at the Bank.
   1. Encourage the associate to ask questions.
      
       
2. Introduce and discuss with the associate these cultural standards and resources:
   1. Service Standards. Give the associate a Service Pyramid Card.
      See Service Pyramid Card 
      1. Explain the banker's standards and how these behaviors help us provide positive experiences for our clients.  
      2. Explain what the pyramid means in the associate's role
      3. Discuss how it impacts our brand promise to be More. Than. Your Bank. Your Banker.
   2. Tour NetInterest. Briefly describe the resources and information housed there. Share that the associate will dig deeper into NetInterest with the Co-Star on Day 2. 
      1. News
      2. Products
      3. Public Documents
      4. Ow's and Wow's
   3. Introduce SAM Book. Briefly describe the contents. 
      1. Email and voicemail settings. Explain that the associate will set those up tomorrow.
      2. Explain that SAM is an excellent resource for learning about Capital City Style. 
   4. Tell about the ways we stay connected. Talk about Standup, Company News, weekly Wednesday emails, and FriYay HooRAY! communications.
      
       
3. Review the new hire training schedule with the associate and discuss these items:
   See New Associate Training Overview
   1. Convey the importance of completing compliance Courses in StarU Online
   2. Give a high-level overview of the plan for position-specific training they can expect
      
       
4. Ask the associate to continue working in StarU Online to complete their new hire compliance training.

End of Day

Onboarding Activities: 45 minutes
15 minutes guided by manager or Co-star. 30 minutes shadowing time

Finish Day 1 strong by completing these actions:

1. Review opening, closing, and evacuation procedures, with the associate.
   1. Issue keys, cards, and codes
   2. Discuss the all-clear signal, if appropriate
      
       
2. Co-Star leads and the associate shadows team in action for 30 minutes. Have the associate directly observe the closing procedures. 
   
    
3. Schedule to leave together, you, the Co-Star, and associate if possible.
   Ask: How was your first day? How did today line up with your expectations?

Tip: Plan these activities to boost Day 2 engagement

 

• Encourage the team to engage the new associate in conversation throughout the day. 
• Provide a call list with contact numbers for each member of the team. 
• Plan a client surprise and delight event for Day 2.
• Plan an office potluck lunch or designate an individual to take the associate to lunch. If possible, someone from your office leadership (for example: RXM, president, business partner)

Objective: Build momentum, deepen the relationship, and help the associate gain understanding of the department, team, individual role, and learn more about how we serve our clients. 

The Onboarding Plan - Day 2 section of the Manager Onboarding Plan is designed to help you structure the associate's day. They should spend the bulk of the day learning from the Co-star and completing their independent work or shadowing the team in action. You will spend limited 1:1 time with the associate but plan to touch base a few times throughout the day to answer any questions they may have.  There are approximately 6 hours of designated onboarding activities divided into 4 sections:

• Start of Day - Welcome, 10 minutes
• Before Lunch - Re-engage and Build the Relationship, 2.5 hours
• Afternoon - Independent work and Taking care of the details, 3 hours
• End of Day - Independent work and Finish Strong, 45 minutes

The Plan designates most Day 2 tasks for the Co-Star, all other tasks are intended for the manager to review with the new associate. Depending on your daily office staffing needs, ask other teammates for additional support with completing appropriate tasks. To keep the associate engaged throughout the day, assign these suggested independent activities:

• Explore the resources on Netinterest
• Learn about our products using the Product Knowledge Center (PKC) on HelpU
• Continue working on StarU Online e-learning
• Complete the My Favorite Things questionnaire
• Read Service Always Matters (SAM) to sharpen banking and business skills
• Explore StarBanker to learn about the different areas of the Company
• Read about Capital City Bank history in Unwavering: Stories from 125 Years of Capital City Bank
• Explore department-specific programs and procedures
• Begin reviewing pre-work for new hire training, if applicable
• Have the associate answer phones, during peak times of the day
  
   

Start of Day

Onboarding Activities: 10 minutes

These actions are critical to a successful Day 2 experience:

1. Greet the associate before the doors open to:
   1. Ask if they would like to go over anything from the previous day
   2. Answer any questions they may have
   3. Share an outline for what they can expect from the day. Let them know:
      1. They will spend more time with the Co-Star
      2. Should record their notes in the Onboarding Worksheet section of the Associate Onboarding Plan.
         
          

Before Lunch

Onboarding Activities: 3 hours
60 minutes guided by the Co-Star, 60 minutes shadowing time, 60 minutes independent work

Re-engage with the associate and continue building their understanding with these actions:

 

1. Co-Star demonstrates how to use office equipment, including the copier, fax machine, the phone and voicemail system, and the cash counting machine. 
   1. Help the associate set up their new phone and voicemail greetings
   2. Set the associate up in the scanner
   3. If possible, allow the associate to gain hands-on experience with these tools throughout the day. 
      
       
2. Co-Star reviews our systems, Outlook, and email response time standards, and:
   1. Check that the associate's email is set up and they are receiving messages.
   2. Help with setting up their email signature
   3. Answer any questions about desktop icons the associate may have
   4. Assist with saving helpful bookmarks
      
       
3. Co-Star reviews the resources they will use regularly and highlight important documents and procedures:
   1. Department drives and folders, on the network and on NetInterest
   2. Department-specific procedures and guides
   3. HelpU - briefly explain how to find important information
      
       
4. Co-Star reviews the Associate Directory on NetInterest, and contacts for department-specific needs:
   1. Give instructions for calling the HelpDesk
   2. Appropriate contacts - team, Human Resources Consultant (HRC). Share the team contact list. 
   3. Explain Call Me Direct, including how and when to use this resource
      
       
5. Ask the associate to shadow the Co-Star or another teammate for 60 minutes. Use this time to:
   1. Demonstrate the programs we use to serve clients
   2. Demonstrate the behaviors that support our service standards
   3. Provide an opportunity for the team to build a relationship with the new associate
   4. Engage the associate with simple tasks, including answering the phone or using the cash counting machine with supervision. 
      
       
6. Ask the associate to continue working on e-learning in StarU Online for the rest of the morning.  If they finish their courses or need a break from compliance courses, this is a good time to work through some of the suggested independent activities. Note: These activities are listed in both the Manager and Associate Onboarding plans. 

Afternoon

Onboarding Activities: 2 hours
45 minutes guided by the manager, 60 minutes shadowing time

Meet 1:1 with the associate after lunch to complete these actions:

 

1. Briefly discuss the topics they covered with the Co-Star 
2. Explore their shadowing experience - what did they take away?
3. Answer any questions that the associate may have 
4. If you did not complete the EI-9 on Day 1, do so. You have one day left to complete this step. 
   Contact the Hiring Coordinator with any questions or concerns.
   
    
5. If applicable:
   1. Review the Capital City Bank Expense Policy.
   2. Request a Capital City Corporate Credit Card
   3. Order business cards and office supplies
      
       
6. Explain the rewards and recognition activities for your team or department, and share briefly about the bank-wide recognition programs - FriYay Hoo-ray!, Star Summit, Star Bucks, etc.
   
    
7. Ask the associate to complete and return to you the My Favorite Things questionnaire. 
   See Welcome to Capital City Bank

End of Day

Onboarding Activities: 45 minutes
15 minutes guided by the manager, 30 minutes shadowing time

 

Finish Day 2 strong by completing these actions:

1. Co-Star leads and the associate shadows team in action for 30 minutes. Have the associate observe and assist with completing the closing procedures. 
   
    
2. Meet 1:1 with the associate to recap their Day 2 experience and answer any questions they may have.
   
    
3. Schedule to leave together, you, the Co-Star, and associate if possible. Engage in casual conversation. 

Tip: Plan these activities to boost Day 3 engagement

 

• Personalize a small Star gift bag (this is in addition to the Day 1 welcome gift provided by HR). Include a Star Stuff item and a few snack items from their “My Favorite Things” list (indulgent and healthy options, if possible) with a handwritten note thanking them for joining the team and encouraging them with how they are doing so far.
  
   
• Encourage the team to engage the new associate in conversation throughout the day. 
• Plan a quick team meeting with a 'get to know you' activity to deepen the relationships among the team. 
  See Icebreaker Ideas
• Plan a client surprise and delight event for Day 3.
• Plan an office potluck lunch or designate an individual to take the associate to lunch. If possible, this should be you or a teammate.

Objective: Deepen your relationship with the new associate and answer the "big questions" about performance expectations, payroll and benefits, and the training and resources they will receive to help them succeed in their position.  

The Onboarding Plan - Day 3 section of the Manager Onboarding Plan is designed to help you structure the associate's day. They should spend the bulk of the day meeting 1:1 with you, completing their independent work, and actively shadowing the team in action. The Co-Star will spend a limited amount 1:1 time with the associate but should plan to answer any questions they may have.  There are approximately 6 hours of designated onboarding activities divided into 4 sections:

• Start of Day - Welcome, 10 minutes
• Before Lunch - Re-engage and Answer the Big Questions, 3 hours
• Afternoon - Independent work, 2 hours
• End of Day - Shadowing time and Finish Strong, 80 minutes

The Plan designates the manager to complete most Day 3 tasks. Depending on your daily office staffing needs, ask the Co-Star other teammates for additional support with completing appropriate tasks. To keep the associate engaged throughout the day, assign these suggested independent activities:

• Learn about our products using the Product Knowledge Center (PKC) on HelpU
• Continue working on StarU Online e-learning
• Read Service Always Matters (SAM) to sharpen banking and business skills
• Log in and look around StarAccess (UKG)
• Explore StarBanker to learn about the different areas of the Company
• Read about Capital City Bank history in Unwavering: Stories from 125 Years of Capital City Bank
• Begin reviewing pre-work for new hire training, if applicable
• Have the associate answer phones, to assist during peak times of day

Start of Day

Onboarding Activities: 10 minutes

These actions are critical to a successful Day 3 experience:

1. Greet the associate before the doors open to:
   1. Ask if they would like to go over anything from the previous day
   2. Answer any questions they may have
   3. Share an outline for what they can expect from the day. Let them know:
      1. They will spend more 1:1 time with you today
      1. Should record their notes in the Onboarding Worksheet section of the Associate Onboarding Plan.

Before Lunch

Onboarding Activities: 3 hours
90 minutes guided by the manager, 60 minutes active shadowing time, 30 minutes independent work

Re-engage with the associate and continue building their understanding with these actions:

 

1. Co-Star leads and the associate takes an active shadowing, helping with appropriate tasks for 60 minutes. Have the associate complete these types of tasks:
   1. Greet clients and practice SGNNT
   2. Answer the phone Capital City style
   3. Attending client meetings as a guest
   1. Assist with batching transactions or operating the cash counting machine
2. Ask the associate to complete the NetInterest scavenger hunt
3. Co-Star reviews the scavenger hunt and demonstrates where department manuals and important documents are on NetInterest. 
   
    

Meet 1:1 with the associate for the rest of the morning to complete these actions:

 

1. Discuss our payroll process, including:
   1. Sign-On and Retention bonuses (if applicable)
   2. Setting up direct deposit in StarAccess (UKG). See Adding, Deleting, Viewing, Direct Deposit Information
   1. Pay and Holiday Schedules. Give the associate the Payroll handout. See Holidays 
      
       
2. Discuss the work and office scheduling standards, including:
   1. Staffing requirements (if applicable)
   2. Paid Time Off (PTO) and how requests are handled
   1. Clarify expectations specific to your team
      
       
3. Explain the new hire evaluation process, including
   1. Our process for 30-day evaluations and what the associate can expect from you
   2. If they will receive a 60-day evaluation. Some managers opt to skip this evaluation point if the associate is performing to expectations. Best Practice: Conduct the 60 evaluation regardless of performance - strong performers need feedback on their progress too. 
   3. What to expect from the 90-day evaluation 
   1. Show the associate where to find the Associate Manual in StarAccess (UKG)
      
       
4. Briefly discuss performance evaluations beyond the new hire period. Let the associate know how often their work performance will be formally evaluated.
   
    
5. Review Take it to 10 goals and expectations in depth. Give the associate the Take it to 10 handout and refer to the talking points for each referrals, community service, and professional development. 
   
    
6. Review the next training and onboarding steps, including the StarU Training Checklist, if appropriate. 
   
    
7. Review the associate's progress in StarU Online and create an action plan for completing the remaining new-hire compliance courses. See Navigating Transcripts
   
    

By this time, the new associate is finding their way.  Assign additional shadowing or independent work time, as appropriate. 


 

Afternoon

Onboarding activities: 2 hours independent time

Ask the associate to continue working on e-learning in StarU Online for the bulk of the afternoon. If they finish their courses or need a break from compliance courses, this is a good time to work through some of the suggested independent activities. Note: These activities are listed in both the Manager and Associate Onboarding plans. 

Assign additional shadowing or independent work time, as appropriate to fill out the day. 

 

End of Day

Onboarding Activities: 80 minutes
20 minutes guided by the manager, 60 minutes active shadowing time

 

Finish Day 3 strong by completing these actions:

1. Co-Star leads and the associate shadows team in action for 60 minutes. Have the associate complete specific tasks and closing procedures. 
   
    
2. Meet 1:1 with the associate to:
   1. Watch a Capital City Bank video with the associate and discuss their observations and takeaways
   2. Recap their Day 3 experience and answer any questions they may have
   3. Deliver the personalized Star gift bag you prepared
      
       
3. Schedule to leave together, you, the Co-Star, and associate if possible. Engage in casual conversation.