Video transcript
(Testimonial) “I go in every day loving everything I do.”
(Testimonial) “It´s a diverse place to work at.”
(Testimonial) “The best thing about my job, honestly, it´s the people. My customers, I love my customers.”
(Testimonial) “It helps that all of my teammates love what they do, too.”
(Testimonial) “It´s a good feeling to know that you helped someone. It´s a place where they want you to grow in the company.”
Hello, and welcome to Bank of America.
We´re excited about your interest in joining our winning team and in becoming one of our valued Teller associates!
My name is Karen. Over the next few minutes, I´ll introduce you to the exciting Teller position at Bank of America. I´ll show you some of the challenges and rewards of being an associate in a Banking Center environment. I´ll explain what we expect from our associates and what you can expect from us.
After watching this video, you should have a Realistic Preview of Bank of America´s Teller Positions. We hope that you´ll be excited and interested in joining the team after you learn about what the teller position has to offer.
Our goal is to make sure you have the necessary information to make the best decision for you, the company, and our customers. Either way, we want to thank you for your interest and we hope that you´ll become * or remain * one of our valued Bank of America customers.
Who We Are
Let´s get things started by giving you a little background on Bank of America and all the things we´re doing to create opportunities for our customers and the communities we serve.
Bank of America employs more than 200,000 Associates from coast-to-coast and around the world. We provide full-service banking operations at nearly 6,000 banking centers across the country. We also serve our customers through easy access online banking and more than 17,000 ATMs. We continue to have the largest online banking customer base in the world. Bank of America is the number one overall Small Business Administration lender in the United States and number one SBA lender to minority-owned small businesses.
We provide International corporate financial services for business transactions in 175 countries.
Our company´s stock is listed on the New York, Pacific and London stock exchanges, and certain shares are listed on the Tokyo stock exchange.
Bank of America is also very involved in the communities we serve. We generously support education, community development, the arts, and many other important initiatives.
Bank of America is consistently rated as one of the best places to work by a number of organizations, including “Working Mother” Magazine. At Bank of America, our commitment to the community and to our customers inspires everything we do and is evident in the standards of excellence to which we adhere.
These standards are what drive our commitment to deliver error-free service to customers in a warm and friendly manner. These standards also mean we strive to be easy to do business with and to create delightful customer experiences.
Simply put, at Bank of America, we want to create opportunity for our Associates, our customers and our shareholders in everything we do every day.
That video truly speaks to who we are….everything we do reflects Bank of America´s five core values:
- Doing the Right Thing
- Trusting and Teamwork
- Inclusive Meritocracy
- Winning, and
- Leadership
These core values are the foundation of our company. Each day, every Associate strives to live the core values and demonstrate behaviors that will drive a consistent, world-class experience for Customers, Clients and Fellow Associates.
Banking Center Environment
Now that you´ve learned more about Bank of America, let´s take a closer look at the Banking Center Environment.
Tellers are part of a professional team focused on building relationships, performing quality transactions, finding solutions, inspiring trust, and protecting the Customer and Bank of America. Tellers are vital to the success of Bank of America. By interacting with customers face to face, they serve as Ambassadors of the Bank. Our Tellers are supported by leaders and a Team of Associates who provide coaching and assistance in order to facilitate success.
Teller Training and on-going coaching is provided to ensure Tellers have the necessary knowledge and tools to be successful. This allows Tellers to provide the service that exceeds our customers´ expectations. Our environment sets the stage for all associates to take ownership and responsibility for the banking center´s success.
(Testimonial) “Everybody works together. You succeed as a team and you fail as a team so that´s one of big advantages. You´re not on your own. Everybody is helping each other so everybody is in a real friendly environment. You´re like family there.”
(Testimonial) “You learn a lot with people that come in because some people only have five minutes to get in and out, and if there´s a long line, of course, somebody is going to have to wait on some end, but as long as you keep that great personality and that smile on your face and you let each person know that you´re still caring and you´re there for them and don´t make it seem like you´re being rushed, then they´ll come back to you and still wait on you.”
Core Requirements
It´s important to keep in mind the Teller is one of the most important roles at Bank of America, as we represent the face of the company. As a result, this position requires not only a pleasant personality, but also a very strong customer focus. As you consider a Teller position, we feel that it is important for you to know the key characteristics of those Associates who are typically successful in the role.
Generally, they are people who:
- Are focused and organized
- Feel comfortable in working in a fast paced environment
- Have a passion for interacting with people
- Demonstrate a consistent positive attitude
- Have a sense of urgency when responding to our customer and co-worker requests
- Desire to Do the Right Thing and enjoy working in a team environment
- Can communicate in a positive and genuine way
- Are reliable
- Demonstrate a strong work ethic and take pride in a sense of accomplishment
- Process transactions accurately and efficiently
It is important for individuals considering the Teller role to know and understand that every day will be a different day, therefore bringing an upbeat attitude that will exceed our customers´ expectations is vital.
(Testimonial) “You get to be the face of the bank. You´re the first person the customer sees, you get to meet the people and the customers and understand what they like to see in a banking center and understand what will make them stay with Bank of America rather than going to another bank. So it just makes it a lot more personal and understand the way the banking center runs from the bottom up.”
(Testimonial) “Anytime you pretty much put on your name tag, your name badge, that´s when you are considered on stage. When you´re on stage, you need to remember to do a lot of things. You need to smile, always smile, always make eye contact. You need to make sure you say the customer´s name and things like that because that lets them know that they´re not just a number, for example. Because when you come into our banks, you don´t take a number and have a seat. We call you by your name and we let you know that we´re here to help you and to be the face. That means a lot to me to let people know that we are here to help them.”
Tellers are people who want to delight our customers and work to earn the customer´s loyalty. They work quickly and accurately even when things are busy. A successful Teller at Bank of America will take the time to get to know our customers.
(Testimonial) “As a customer, it is important for Bank of America tellers to take a personal interest in me, be friendly, demonstrate respect and appreciation. They should go out of their way to be helpful. Take ownership to resolve issues and provide accurate answers to my questions.”
Challenges
There are high expectations of the Teller associates at Bank of America. These expectations can present challenges that may make the job seem difficult at times. It is very important that you consider these challenges because they are usually the things that make individuals decide whether or not they want to work as a Teller in the Banking Center environment.
Working on weekends and outside of normal business hours, Tellers work the normally scheduled hours of the banking center, which could include working after the banking center closes and also working weekends, depending on the location of the banking center.
- Assisting upset customers
- Handling high volumes of cash
- Busy and stressful at times
(Testimonial) “It´s difficult but you do your job. You know, you greet them when you get in the door. Ask them what the problem is. You get it done. I´m a customer, too, you know. I know what it is to wait in line, but as long as you do their job and get them in fast, you know, you´re good.”
(Testimonial) “It can be challenging to keep that smile all day and make sure you delight each and every customer that you come in contact with. It is a lot of multitasking so if you are trying to get a transaction done really quickly and the customer is like, hey, wait, I need this or hey wait. You just have to take that extra time out without getting frustrated about it. You just make sure that each customer is happy that comes to your line and leaves your lilne.”
Tellers are also expected to meet or exceed goals on a consistent basis. These goals include:
- Providing a high level of customer service with each customer every day
- Processing transactions and balancing a cash drawer accurately
- Offering and promoting Bank of America products and services to achieve referral goals.
Here is an example of how you would handle a referral:
Teller
Thanks again Miss Parker. As always, we appreciate your business.
Customer
Thank you! Oh - I forgot something. When I checked my account online last week, I noticed a fee.
Teller
Oh no, unexpected fees can be frustrating. What type of fee did you say it was?
Customer
I´m not sure if it was a service charge or an overdraft fee. I never had a fee before.
Teller
Let´s try to figure this out. What kind of balances have you been recently keeping in your account recently?
Customer
It´s been going up and down lately.
Teller
Really? So what´s changed in your life to make it change?
Customer
We´ve been writing a lot of checks lately. My husband and I just had a baby.
Teller
Congratulations! It sounds like your life has changed a bit.
Customer
It has!
Teller
Well, let´s go ahead and get you into the right account. When was the last time you reviewed your account to make sure you were in the correct one?
Customer
I can´t even remember.
Teller
Well, with a new baby and all, we want to make sure you´re in the correct account. Our personal bankers are excellent at setting that up. What´s your schedule look like today?
Customer
I think I have a few minutes. I have to pick the baby up from the sitter and run a few errands.
Teller
We do have a personal banker available. We´ll go ahead and get you started with him.
Customer
Great! Thank you!
(Testimonial) “We have to do a lot of things. We have a delight score. We have a Teller referral score. We have balancing where we have to make sure our cash drawer is balanced accurately. If you score Teller delight and if you score all that, everything will come toward the end and you will succeed in all.”
As a Teller you can also expect to work in an environment that is always changing. New policies and procedures require the Teller to be flexible and learn to adapt to changes quickly. These changes are important to the customer and to the success of the bank.
(Testimonial) “I think that change is always good and may not seem good at first when it first rolls out. But as time goes on and you get to learn about the new information the new product you have and you learn about it, it´s great. It helps out the banking center and the associates and the customers as well. Because if everything stays the same and nothing changes, where would we be? We would always stay at point A instead of moving from point A to point B.”
Rewards
It´s important that you understand that a Teller position is more than just challenging, it´s also rewarding. Let´s take a realistic look at some of the rewards and opportunities in these positions, which include pay for performance, potential incentive opportunities, career development, and recognition and reward.
Bank of America offers outstanding benefits that allow Associates to balance their professional and personal lives.
(Testimonial) “Tuition reimbursement because I´m a student. That was a big thing for me.”
(Testimonial) “Child care. Don´t have any kids yet but in the future that would help as well. Give you money to send your child to day care, help out with that. So it helps out in any way it can.”
Associates find it very rewarding to educate customers on products and service information that could have a positive impact on their future.
Tellers work in a team environment that is supportive and fun. One of the keys to success as a Teller is the support from teammates and managers in helping associates achieve day-to-day and long-term goals.
There are opportunities to develop and advance. With a pay for performance culture, associates really own their careers. For many associates, the Banking Center environment is just the start of an exciting career at Bank of America.
(Testimonial) “At Bank of America, there´s so many things you can do. You can do like 150 things and still not even tap into half of the things they have to offer.”
(Testimonial) “They´re always looking for you to move up. It´s a place where they want you to grow in the company.”
And finally, associates will have the satisfaction of working for one of the largest companies in the world.
Now you know more about Bank of America and the Teller position within our company. After watching this video, you should have a realistic preview of the role and be able to make an informed decision about applying for a position with us. We hope that you are excited about what you have seen and heard. And we encourage you to recommend these positions to others who might be interested in becoming a part of the Bank of America family.
Whatever your choice, we wish you good luck in the future and we thank you for considering Bank of America in your job search.
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