Tellers make a significant contribution to the success of Capital City Bank (CCB). Tellers are "the bank" to a large percentage of our clients. Clients are greatly affected by the way a teller associate handles everyday transactions. Often, a clients perception of the bank is based on the attitude and personality of the associate in the teller window.
Handling transactions efficiently and accurately ensure long-term client relationships benefitting the client, the bank, and the associate. Client service is a primary responsibility of a CCB teller associate. It is important to respond in a quick, efficient, and courteous manner to all of our clients. In addition to technical knowledge, a CCB associate must present a professional image to the client, dress appropriately, and represent the bank in a manner that ensures client satisfaction.
CCB Face to Face Standards
Courteous and polite behavior establishes you as a true professional and helps to maintain good client relations. Courtesy begins as the client approaches your window both in the lobby and in the drive thru.
CCB standards include:
- Establish eye contact (Heads up!)
-
SGNNT- Greet and acknowledge the client upon arrival
- Smile, Stand
- Greet
- Name - Use the client's name
- Name - Make sure the client knows your name
- Thank the client
- Project a positive attitude!
- Smile and be sincere
- Wear your name tag
- Ask "How may I help you?"
Recognize the clients' needs and strive to meet or exceed their expectations.
CCB Professional Behavior
Lobby and drive thru teller associates must always exercise professional behavior and appearance.
Professional behavior includes the following:
- Always stand while assisting a client.
- No chewing gum in the lobby/drive thru teller area.
- No eating in the lobby/drive thru teller area.
- Associates may have something to drink at the window; however, drinking is not permitted when a client is in the lobby.
- Associates must keep personal use of bank telephones to a minimum. Discourage your friends and family from calling you during working hours, except in the case of an emergency.
- Dependent upon department guidelines, personal cellular telephones and other devices should be turned off during business hours.
- Limit personal use of the internet.
- Associates are provided with internet access to assist them in performing their jobs. Use of the internet, however, must be tempered with common sense and good judgment.
- Reading material should be limited to bank-related materials, and should not be read in the presence of our clients.
- Music should not be played in the lobby or drive thru teller areas.
Appearance Standards
- CCB appearance & dress code standards are found in the CCB associate manual located on UltiPro.
- Adherence to the dress code at all times is required.
CCB Telephone Etiquette
The manner in which you handle clients on the phone is just as important as if the client were in the bank. Always be courteous polite.
Phone etiquette standards include:
- Answer within 3 rings.
- Answer calls with the following greeting, "Thank you for calling Capital City Bank, this is your banker (your name), how may I help you?"
- Identification of the office location or department is optional.
- Whenever possible make a "live connection". Inform the other associate of the client's name and request.
- When receiving a 'live connection", use the following greeting: "Hello (client name), this is your banker (your name), how may I help you?
- Answer an internal transfer with the following greeting, "This is your banker (your name), how may I help you?"
- Be prepared with paper, pen, and information.
- Return phone calls on the same day if received before 2:00 p.m. or by the next business day if after 2:00 p.m.
- Thank the client.