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Transcript of BILINGUAL BANK TELLER - micasaresourcecenter.org six-week bilingual bank teller ... Professional...
360 Acoma Street Denver, CO 80223 303-573-1302 www.MiCasaResourceCenter.org
BILINGUAL BANK TELLER CAREER TRAINING COURSE
CAREER DEVELOPMENT
*Intensive case management throughout the three phases is part of our success method to help participants
overcome personal situations that could prevent them from keeping a job.
PREPARE FOR A CAREER WITH UNLIMITED
OPPORTUNITIES FOR ADVANCEMENT
LEARN SKILLS THAT WILL ALWAYS BE IN
DEMAND, INCLUDING SALES AND
CUSTOMER SERVICE
360 Acoma Street Denver, CO 80223 303-573-1302 www.MiCasaResourceCenter.org
CAREER DEVELOPMENT
CERTIFICATIONS EARNED
· CareerReady Colorado (CRC)
· Mi Casa Customer Service Certification
TECHNICAL SKILLS
The six-week bilingual bank teller (BBT) curriculum introduces participants to the job of a teller in various
financial institutions. The first two-weeks are spent learning the skills required for a teller position in any
financial institution and the last four weeks of training are spent in work skills training.
The technical training for Mi Casa’s BBT program was designed in collaboration with multiple financial
institutions to cover all the necessary skills of a teller. Topics covered include:
ROLE OF THE BILINGUAL BANK TELLER
Professionalism
First Impressions
Good habits
Professional vocabulary in English / Spanish
Organizational skills
Techniques to improve communication
Hands-On: Role playing in groups to understand procedures and expectations of bank tellers
CASH HANDLING
Identify currency
English / Spanish cash count exercise
Learning banking terminology and vocabulary
Learning teller space, drawers, dollar limits
Understanding bait money, counterfeit money
Understanding teller procedures and forms
Hands-On: Role playing in groups to count out loud, in front of client
CONFIDENTIALITY AND SAFEGUARDING CUSTOMER INFORMATION
Defining confidentiality
Deciding what customer information is private
Tips for safeguarding information
Hands-On: Confidentiality Scenarios
PHASE ONE: JOB TRAINING
360 Acoma Street Denver, CO 80223 303-573-1302 www.MiCasaResourceCenter.org
CAREER DEVELOPMENT CHECKS AND CHECK HANDLING
Identifying parts of a check
Different types of fraud and checks
Endorsement procedures
Placing a “hold” on checks; nature and reasons
Using proper vocabulary; teaching clients how to fill out a check in Spanish
Understanding the validity of a check
Identifying fraud on money orders, cashier’s checks
Banking requirements
Hands-On: Role playing to verify checks
COMPLIANCE
Regulations A-Z & Patriot Act
Applicable laws in banking
Different types of banking accounts
Banking products: CD, bonds, IRAs, money market accounts, lines of credit, credit cards, loans,
overdraft protection
Correlation between products and Laws
Compliance and importance
Hands-On: Role playing, opening accounts, cashing checks, verifying valid IDs, endorsements,
counting cash in front of customer, English and Spanish
CUSTOMER SERVICE
Spanish / English Customer Service
Communication Skills in the Banking Industry
Cultural Awareness
Spanish Customer Service
Vocabulary
Sales training
How to offer more services to clients
How to sign up new clients
Vocabulary and terminology
Understanding your client’s priorities
Hands-On: Role Playing in both English /Spanish, customer service, sales of products, dealing with
the upset clients difficult transactions and client, up-sale (cross-sales) in English and Spanish
360 Acoma Street Denver, CO 80223 303-573-1302 www.MiCasaResourceCenter.org
CAREER DEVELOPMENT TRANSACTION PROCESSING & TELLER SOFTWARE
Online and offline systems
Product variation
Processing for various transactions :cashier’s checks, money orders, traveler’s checks,
transfer of funds, wire transfers, treasury tax and loan payments, loan payments,
change orders , savings bonds, stop payments, night depository and lock bags, gift
cards, general ledger tickets
10-key instruction & practice
Hands-on: 10-key practice, customer scenarios
SECURITY AND SAFETY
Emergency procedures: fire, robbery
Identifying robbers
Bait money precautions
Stain procedures
Alarm procedures
AUDIT AND THE TELLER
Knowledge of Security issues and bank system
Demonstrate knowledge of Counting techniques
Perform an Audit and Balance a drawer
Perform reporting when entries are out-of balance
Understanding the importance of record keeping and counting.
Identify common mistakes on cash-in and cash-out transactions.
Hands-on: write compliance logs, perform audit in teller line, surprise audit
Tours to financial businesses are part of the BBT curriculum. Companies that have been part
of our community collaborations for tours and guest speaking opportunities include: PSCU,
Solera, Firstbank, Colorado State Bank and Trust, KeyBank, Denver Community Credit Union,
TCF, Del Norte, Wells Fargo, Schwab, U.S. Secret Service and Denver Police Department.
WORKSKILLS
During the Work Skills modules participants learn about workplace relationships (CRE-
Winning the Workplace Challenge), financial literacy (“All My Money”- University of Illinois),
receive resume and cover letter support , and interview training.
360 Acoma Street Denver, CO 80223 303-573-1302 www.MiCasaResourceCenter.org
CAREER DEVELOPMENT
Winning the Workplace Challenge: Six 1-1.5hrs sessions that cover the importance of developing
positive workplace relationships and a healthy workplace environment; as well as creating work/life
balance.
Session 1: Importance of Workplace Relationships
Characteristics of a Healthy Workplace
Safety in the Workplace
Slide v. Decide: Making Choices and Setting Goals
Session 2: Interpersonal Dynamics in the Workplace
Different Identities and Personality Types
Dynamics of Power, Privilege, and Oppression
Issues of Diversity and Discrimination
Session 3: Workplace Communication
Communication Danger Signs
Communication Skills and Strategies
Session 4: Workplace Conflict Resolution
Understanding different types of conflict
Session 5: Finding Work/Life Balance
Time Management Strategies
Workplace Expectations/Workplace Culture
Session 6: Importance of Self-Care
Stress Management Strategies
Financial Literacy training is based on the University of Illinois “All My Money” curriculum. This
curriculum was designed to teach money management and consumer skills to limited resource
audiences.
Our financial Literacy module helps participants understand the importance of money managing,
budget creation and financial goals. Mi Casa devotes nine hours of our training to address these
needs. Training subjects include:
Making Spending Choices • Understanding Credit & Handle Credit Problems
Envelope Budgeting • Understanding Checks & Checking Accounts
Tracking and planning Expenses
We partner with Mpowered, Charles Schwab, Denver Community Credit Union, and Colorado State
Bank & Trust to aid our financial literacy efforts.
360 Acoma Street Denver, CO 80223 303-573-1302 www.MiCasaResourceCenter.org
CAREER DEVELOPMENT
Resume/Cover Letter Support - Over 12hrs of both one-on-one and group support in developing a
professional resume and cover letter, tailoring your resume for different jobs, do’s and don’ts of
resume writing, and presenting your resume in an interview setting.
Interview Skills - Over 10hrs of interview practice to include: interview etiquette, do’s and don’ts,
interview phases, presenting your work experience in an interview setting, video interviews, legal vs.
illegal interview questions, frequently asked interview questions, most difficult interview questions,
interview hot-seat and the importance of follow-up after your interview.
Career planning and personal branding
Interview preparation
Resume and cover letter writing, references
Job search assistance and on-site interviews
Career Workshops
Employment support for 1yr
Ongoing communication with both participant and employer
Bridging communication gaps
Training support
PHASE TWO: JOB SEARCH SUPPORT
PHASE THREE: JOB SUPPORT