Hail the Teller
The strategic thinkers at the top of credit union hierarchies
have finally figured out one of the biggest secrets to their
organization’s success: the teller.
""Gone is the rather stern person behind a wicket who was
expected to inspire confidence in the company with their accuracy
mathematical ability — traits now entrusted to computers.
For the past twenty years, financial institutions have used
threats and enticements to persuade people that ATMs and Internet
banking can do the routine tasks that used to be the sole domain
of the teller. Now credit unions are luring people back into
the branch with full service, and the teller is expected to
smile, recognize members, call them by name, remember their
past queries or transactions and recommend new products or
refer them to other divisions for new services. Sometimes,
they are even expected to close the sale."
by Laureen Griffin
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