Processing Personal and/or Family Transactions

Tellers MUST NOT process their own bank transactions or process transaction on any account that they are signers for. Ask another teller to conduct your transactions.

DO NOT process any transaction for any family members, even if you are not a signer on their account.

Transactions Conducted by Associates on Behalf of the Client

EXTREME CAUTION must be used when another associate requests a transaction on behalf of a client. (for example: initial deposit for a new account, loan deposit, cashing a check, issuing an official check).

Clients shall perform their own transaction. Under no circumstances shall a check, withdrawal, or cash back transaction be conducted by an associate if the client is NOT present in person. ALL transactions involving cashback must include the client's signature and all ID requirements followed.

Note: Failure to follow these procedures may result in disciplinary action, up to and including separation.

Product and Service Knowledge

A CCB teller should be familiar with the important features and services offered by CCB, including service charges, current fee schedules, types of accounts offered, and other information regarding client accounts. Answering clients' simple questions and directing them to the proper associate or department for more complex inquiries is the mark of a great teller.

Client Confidentiality

A confidential relationship exists between CCB and its clients. Associates maintain a relationship with a client and are usually well aware of the client's financial or even personal situations. Client information is confidential; carelessly mentioning a client's business or circumstance can mean the loss of the client's confidence, loss of accounts, or can be a liability for the bank.

To ensure client confidentiality, do the following:

• Never discuss the client's banking business outside the bank.
• Use low tones when speaking to clients inside the bank so that others cannot overhear details of the transaction taking place.
• Provide account balance information on a client receipt.
• Never discuss a client's transaction over your window with another associate where unauthorized individuals may overhear the conversations.
  • Secure your window and walk over to the associate's work area to quietly discuss the transaction.
• Never make comments or talk about a client when other clients are present.

Regulations

A teller must be familiar with a number of regulations such as Reg. CC, Bank Secrecy Act (BSA), and Regulation P. Anything short of strict adherence to these regulations can lead to serious consequences for both the bank and the associate. You must be familiar with the numerous forms and documents required to serve our clients effectively.

Sales and Service

Tellers must recognize the importance of maximizing sales opportunities. In today's fast-paced world there is a growing number of clients who prefer other forms of electronic banking rather than the traditional lobby or drive thru teller window. Therefore, every time a client walks in, calls, or uses the drive thru, consider it an opportunity to evaluate our client's current relationship and recommend other services CCB has to offer, such as:

• Remind the client what services are available.
• Reinforce the image the bank wants projected.
• If a client is dissatisfied and requests to close their account, work to find ways to save the relationship.
• Ask for additional business or solicit a referral.
• Resolve a complaint by cross-selling a product or service.
• Thank the client for their loyalty.

Tellers must keep in mind the need to maintain security and excellent client service and avoid any action that jeopardizes the client or the bank. The teller position has many responsibilities and can be very rewarding, as you apply yourself as a member of the Capital City Bank team.