Being a teller isn’t just about face to face interactions with customers. You are also expected to interact with customers and potential customers over the phone. In order to securely and efficiently serve customers over the phone you need to have an understanding of telephone based customer service and the proper security procedures for conducting bank business over the phone.
This module will provide you with the information you need to capably and securely represent your bank over the telephone.
This course includes an examination.
- Courteously and securely assist customers and non-customers over the phone
- Discuss the heightened security procedures necessary for telephone banking
- Identify the procedures for dealing with telephone based threats
- Telephone Customer Contact
o Customer service on the phone
o Proper identification procedures
o Identity theft
o Handling customer information
o Threats against the bank, bank customers, and bank employees
o Bomb threats