Overview

A Cross-trained (XT) title is more than an expression of knowledge, it signifies an associate who consistently meets the needs of the office by dedicating time each month to serving our clients beyond their primary capacity. For instance, a Personal Banker assists on the Teller line during peak times and covers lunches. Full-time and Part-time 30 associates qualify for this opportunity. Cross trained status for PT 20 will be reviewed on a case by case basis, but the 16 hour minimum requirement will still apply. 

XT associates actively work in an alternate role for a designated minimum number of hours each month and receive a 5% pay differential for meeting this commitment.  

The positions eligible for the XT pay differential include:

• Tellers 
• Personal Bankers (PB), and 
• Lead Tellers   

Tellers and Lead Tellers may cross-train in PB and Personal Bankers may cross-train as Tellers. Associates that advance to an XT position may also participate in the Teller Certification Program. 

Eligibility R/teller-associate-role/teller-certifiequirements

Associates must meet at least the minimum eligibility criteria to seek XT status:

1. Be well-versed, trained, and fully functional in their instructor-led primary role.
    
2. Have achieved 6 months of service in the primary role. An exception for the tenure criteria may be requested by the Client Experience Manager (CXM) and approved by the Regional Experience Manager(RXM) in these situations:
   1. Associates with previous related banking experience, or 
   2. Those that are exceeding expectations in the current role  
       
3. Commitment to meet the Star University training requirements for the XT role, including dedicating time to complete the required pre and post-work in a timely manner. 
    
4. Commitment to dedicate 16 work hours per month to serving clients in the XT capacity.
    

The XT program is specifically designed and in place to provide staffing flexibility so scheduling problems are minimized and hopefully become obsolete. Managers must evaluate the functionality and staffing needs to determine if the office needs to justify associates seeking XT status. When there are more XT associates than the office needs can support, associates will have challenges meeting their required monthly hours worked in the XT capacity. 

Associate Responsibility

Associates seeking XT status must:

1. Complete the all required training offered by Star University, including:
   Assigned Pre-Work, instructor-led training, and final exam, Post-Work (on-the-job training), and post-training Assessment 
    
2. Sign and discuss the required forms and acknowledgments with their manager
    
3. Communicate the training hours worked weekly with the manager and verify the hours are accurately entered in Star Access (UKG). 
    

After achieving XT status, associates, including Part-Time 20 (PT 20), must:

• Work a minimum of 16 hours monthly in the XT role to develop skill proficiency, gain confidence, and ensure the office is appropriately staffed to meet our efficiency and service standards. 
   
• Communicate the XT hours worked weekly with the manager and verify the hours are accurately entered in Star Access (UKG). 

Associates that do not meet the minimum monthly work requirement are subject to loss of the 5% pay differential. 
 

Scenarios that qualify as Cross-Trained Hours Worked:

• Tellers and Lead Tellers that are fully immersed as a Personal Banker (PB), at a PB desk and away from the Teller line. It is acceptable to complete the 3-week PB training post work on the Teller line.
   
• Personal Bankers must work from an assigned Teller drawer, actively processing transactions.
   

Scenarios that do not qualify as Cross-Trained Hours:

• Tellers performing repetitive duties such as system maintenance from the Teller line. 
   
• Personal Bankers that do not have an assigned drawer.

Manager Responsibility

To support associate career and skill growth, managers of associates aspiring to achieve XT status must:

1. Assess the office needs and the associates' readiness for mastering new skills.
    
2. Complete the Retail_Cross-trained_Expectations_v2022-08-18.pdf form. Request approval from the RXM and HRC for the associate to pursue XT training.
    
3. Request Star University assign the associate the appropriate training and provide any details needed to coordinate travel arrangements for the associate to attend instructor-led classes. 
    
4. Complete a CCB System Security Application request to adjust the associate's System Job Function Code(SJFC) to enable them to complete the required pre-work, instructor-led training, and post-work. See: Requesting System Access
    
5. Ensure the associate is able to complete all StarU coursework in a timely manner, both pre and post the instructor-led training. 
    
6. Discuss the  XTrained-Position Info and Procedure with the associate before signing and returning the form to the Human Resources Consultant (HRC). 

The HRC submits the Associate Tracking Status (ATS) Change Form when StarU provides notification that all coursework is complete. Payroll will apply the 5% pay differential based on the effective date of the ATS form.
 

The effective date to establish an associate's XT status is dependent on the following things:

• The timing of the scheduled instructor-led classes and associate’s completion of StarU assigned coursework. 
   
• If training is finalized and all required forms are received by the HRC on or before the 15th of the current month, ATS forms are effective on the 1st of the current month.
   
• The Cross Training Acknowledgment 2023.pdfform must be signed by the manager and associate and sent to the HRC. 
   
• If post-training is not completed or the forms are not sent to the HRC by the 15th of the current month, the ATS form effective date is the 1st of the following month.

Time Tracking

Minimum XT hours worked are based on a calendar month and time spent in the XT capacity are to be recorded weekly. Recording XT hours in StarAccess (UKG) is a reporting mechanism only. It does not increase hours worked for the week or update salary calculations. Managers and associates are equally responsible for ensuring cross-trained hours worked are accurately recorded in StarAccess (UKG). 
See Associate Timesheets - Manager Tasks.

• Associates will submit cross-trained hours worked to the manager on a weekly basis. 
  • Best Practice: Ask associates to email XT hours worked daily or weekly (on Friday). Regular communication ensures accurate time-tracking. 
     
• Managers will update the Time Module weekly, preferably on Tuesday, while completing all other timecard edits and approvals for the previous week. 
  • Best Practice: Add an Outlook calendar pop-up reminder to adjust time every Tuesday and another for the end of each month to confirm that XT hours were properly scheduled, worked, and recorded in the StarAccess (UKG) time module. 
     
• Hours worked, but not recorded, do not count toward the minimum monthly hours required.
   
• Managers and/or associates must notify their HRC in advance if the minimum monthly requirement will not be met. Only extraordinary circumstances, (for example: FMLA, COVID) are considered for non-compliance.
   
• A report is generated each month and is reviewed the manager to confirm the minimum XT hours requirements are met.

Guidelines for Managers using the Cross-Trained Time Code:

• Enter hours weekly, on the actual days that the associate worked in a XT capacity. Do not enter monthly totals. 
   
• Enter the Cross-trained time code to each week, even if there were no XT hours worked. If the associate does not work in the XT capacity during a week, record Zero hours worked, to acknowledge that there was no oversight in reporting hours for the week. 
   
• Do not code more XT hours than the associate worked. 
  • For example: do not enter 8 hours of XT time when the actual worked time was 7.45 hours. If the associate worked the "entire day" in the XT capacity, the total hours worked should match the cross-trained hours entered. 
     
• Do not substitute the XT time code for hours worked. Associates should have regular in/out punches in addition to a Cross-trained time code for days that they worked in the XT capacity.  
   

The HRC is available to discuss reporting inconsistencies and answer questions. Associates that have not completed the minimum hour work requirement are reviewed and discussed with the manager to determine the reason for non-compliance. There may be rare occasions when it might be difficult for an associate to meet the work requirement, and the reasons are to be evaluated on a case-by-case basis. For example: A legitimate reason is when the associate is out on FMLA. Improper scheduling is not a credible reason.

XT Pay Explained:

The XT 5% pay differential is calculated on the hours worked and is included in the “Current” amount for each line item of eligible hours on StarAccess (UKG) associate pay stubs and is not reflected as a separate line item.

Cross-trained hours are calculated as follows:

Associate’s hourly rate, multiplied by the number of hours listed for each line item (Regular, Overtime etc.), multiplied by 1.05 (associate’s 5% cross train pay).
 

Maintaining/Reinstating XT Status

If an Associate does not meet the minimum monthly work requirement for any 2 months of a revolving 12-month period the 5% pay differential is removed. The HRC originates the ATS change form without further notice. 

Human Resources is not obligated to notify an associate that they are close to losing their cross-trained status. It is the responsibility of the associate and the manager to ensure they are complying with program requirements.

Associates that lose the 5% pay differential are eligible to reinstate after they have been out of the program for 3 full months.

Example Scenario:
If XT status is revoked because the associate did not meet the minimum monthly requirement as of July 30 and the 5% pay differential is removed from the associate’s payroll effective August 1, reinstatement can be effective November 1 and the 5% pay differential can be added back to payroll starting November 1, as long as the minimum hours are worked during August, September and October.

Additional training may be required for reinstatement and is at the discretion of the manager and HRC.

Associates that lose the 5% pay differential are required to continue working and continue recording the minimum number of XT hours during the period when they are awaiting reinstatement eligibility. Reinstatement is contingent upon the XT procedures and requirements being met for three consecutive months. 
 

It is the manager’s responsibility to notify their HRC when the associate has met the three-month requirement, and at the manager’s request, the HRC will process the reinstatement paperwork.