Teller Certification Program

Overview

The Teller Certification Program (TCP) is a pathway to advance your Teller career with Capital City Bank (CCB). This program is progressive and includes 3 steps of achievement designed to help you develop confidence and mastery in the many aspects of the Teller role. Each level of certification requires associates to meet high expectations for job skill, accuracy, exceptional service, and a minimum timeframe at their current level. 
 

Tellers and Cross-trained (XT) associates, including those in Universal and Traveling Support positions, may participate in TCP. 
 

To advance to the next TCP certification level, associates must complete the appropriate checklist and training in StarU Online and must meet the minimum timeline at their current level:

Teller II 

  • Tellers begin at the Teller I level and must successfully complete the new hire period and 90 days of service regularly using Teller skills.
  • XT associates must complete 90 days of service regularly using Teller skills.


Teller III & IV/Advanced

  • Achieve six (6) months of service regularly using Teller skills between each level.
     

Ready to level up?

 Click here for the Certification Training and Checklists in StarU Online
 

 
 

Completing the Checklist

Associates will work with their manager/advisor/mentor to use the appropriate checklist to document the completion of each required criteria. The checklists can be completed and signed electronically or may be printed and completed by hand.

Enhanced features in StarU Online for Teller Certification:

  • Prerequisites: Before beginning a certification, the previous required training must be satisfied. For example: To begin Teller II, all requirements for Teller Training, including post work,  must be complete. 
  • Training Requests: To begin a certification level, associates will use the request button on the course page. This will trigger an email to the manager. Managers are responsible for verifying that the associate meets the minimum requirements for the certification level before approving the request. 
  • Completion Emails: When all training is satisfied, the associate and their manager will receive an email reminder to submit the completed checklist to the Human Resources Consultant (HRC). 

Checklists are complete when all items are satisfied and the required signature(s) are obtained. 

  • Required signers: The associate, Lead Teller, Client Experience Manager (CXM), and Regional Experience Manager (RXM). If any of the signers is a vacant position, note it on the signature line. 
     

Teller II Checklist Criteria

  1. Successfully complete Teller Training in StarU Online.
     
  2. Successfully complete the new hire period and an additional 90 days as a Teller I to master the basic skills of the role.
    1. Include the monthly Teller Transaction counts for the previous three (3) months. Note: Associates must meet a minimum transaction count of 80 for each month to be eligible.
       
  3. Complete the previous 90 days with no more than 1 Carelessness Memo or a total of 10 teller corrections (regardless of the dollar amount).
     
  4. Appear on error reports no more than three (3) times in the previous month. Note: Applicable Reports: Holds, Non-Monetary Chargebacks, Other Loss, Corporate Security, Image Exception Clearings (IEC) 
    1. Include the monthly error report totals.
       
  5. No more than one (1) unscheduled absence (occurrence) in the current and previous quarter; in addition, no more than two (2) unscheduled tardies in the same time period.
     
  6. No outstanding documented personnel issues (reminder or decision memos) in the previous six (6) months 
     
  7. Meet a goal of three (3) referrals per quarter for the previous two (2) quarters.
    • Include the monthly referral totals.
       
  8. Complete the Teller II Certification training in StarU Online, including:
    1. 3.5 hours of professional development - topics include: business skills, client service, and referrals 
    2.  Two (2) First Line of Defense (FLOD) courses
    3.  One (1) Spot Training
    4. Achieve a passing score on the Teller II Assessment
       
 
 

Teller III Checklist Criteria

  1. Achieve Teller II Certification and work as a Teller II for a minimum of six (6) months to master the skills at the current level.
    1. Include the monthly Teller Transaction counts for the previous three (3) months. Note: Associates must meet a minimum transaction count of 80 for each month to be eligible.
       
  2. Complete the previous 90 days with no carelessness memo(s) and no more than 5 teller corrections, regardless of the the dollar ($) amount. 
    1. Include the monthly balancing outage count and outage amount totals
       
  3. Appear on error reports no more than two (2) times in the previous quarter. Note: Applicable Reports: Holds, Non-Monetary Chargebacks, Other Loss, Corporate Security, IEC
    1. Include the monthly error report totals
       
  4. No more than one (1) unscheduled absence (occurrence) in the current and previous quarter; in addition, no more than two (2) unscheduled tardies in the same time period. 
     
  5. No corrective action for Performance Standards (carelessness memo or warning notice) in the previous 90 days. 
     
  6. No outstanding documented personnel issues (reminder or decision memos) in the previous six (6) months. 
     
  7. Meet a goal of six (6) referrals and one (1) product sold per quarter for the previous two (2) full quarters and meet the proactive call goals for the same period.
    1. Include the monthly referral totals
    2. Include quarterly sold totals
    3. Include monthly proactive call totals
       
  8. Complete the Teller III Certification training in StarU Online, including:
    1. 3 hours of professional development - topics include: business skills, client service, and referrals 
    2. Two (2) First Line of Defense (FLOD) courses
    3. Achieve a passing score on the Teller III Assessment
 
 

Teller IV/Advanced Checklist Criteria

  1. Achieve Teller III Certification and work as a Teller II for a minimum of six (6) months to master the skills at the current level.
    1. Include the monthly Teller Transaction counts for the previous three (3) months. Note: Associates must meet a minimum transaction count of 250 for each month to be eligible.
       
  2. Complete the previous 90 days with $50 or less in cumulative balancing outages and no more than one (1) teller correction greater than $10. 
    1. Include the monthly balancing outage count and outage amount totals.
       
  3. Appear on error reports no more than two (2) times in the previous quarter. Note: Applicable Reports: Holds, Non-Monetary Chargebacks, Other Loss, Corporate Security, IEC 
    1. Include the monthly error report totals.
       
  4. No more than one (1) unscheduled absence (occurrence) in the current and previous quarter; in addition, no more than two (2) unscheduled tardies in the same time period. 
     
  5. No corrective action for Performance Standards (carelessness memo or warning notice) in the previous 90 days.
     
  6. No outstanding documented personnel issues (reminder or decision memos) in the previous six (6) months.
     
  7. Meet a goal of eight (8) referrals and two (2) products sold per quarter for the previous two (2) full quarters and meet the proactive call goals for the same period.
    1. Include the monthly referral totals
    2. Include quarterly sold totals
    3. Include monthly proactive call totals
       
  8. Complete the Teller IV Certification training in StarU Online, including:
    1. 7 hours of professional development - topics include: leadership, sales, business skills, client service, and referrals 
    2. Two (2) First Line of Defense (FLOD) courses
    3. Achieve a passing score on the Teller IV Assessment

 

Advanced Skill/Task Criteria

 
 

 

 
 

Submitting the Checklist

Only the Lead Teller, CXM (CXM/CXM II), or RXM may submit a completed checklist to the Human Resources Consultant (HRC).  

The HRC will review and notify the manager and associate of the effective date of the change, and if applicable, any compensation changes. Certification and any compensation changes are made effective the 1st of the following calendar month.

Once the HRC has confirmed the effective date of the change, the CXM or RXM must complete a CCB System Security Application request to adjust the associate's System Job Function Code (SJFC) to reflect the new certification level. 
See: Requesting System Access

 
 

Minimum Timeline Exception Requests

To advance to the next TCP certification level, associates must  meet the minimum timeline at their current level:

Teller II 

  • Tellers begin at the Teller I level and must successfully complete the new hire period and 90 days of service in the Teller role.
  • XT associates must complete 90 days of service regularly using Teller skills.


Teller III & IV/Advanced

  • Achieve six (6) months of service regularly using Teller skills between each level.

 

A minimum timeframe exception may be granted for associates seeking Teller II Certification in these situations :

  1. Associates with previous related banking experience, or 
  2. Those who are exceeding expectations in the current role  

 

Exception requests are handled case by case. The RXM and HRC must approve the request before the associate can progress ahead of schedule to the next certification level. 

 
 

 

 

 

 

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