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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 and 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."

y Laureen Griffin

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