Teller Training Evaluation and Recommendations

Teller Training Evaluation and Recommendations Cherie Fontanilla Paige Mauney Emily Moss Travis Orr

Overview • Background & History • Overview of Teller Training • Strengths • Weaknesses • Recommendations

SECU Background & History • Began in 1937 • 17 members • $437 in assets • Today • 1.4 million members • $16 billion in assets • 2nd largest Credit Union

Teller Training 3 Methods of Training • Classroom • Mentor • Module Testing (Katie Nelson, personal communication, September 6, 2009)

Teller Training Content Covered • SECU goals and expectations • Ethics • Products and services offered • Account types • Eligibility • Card services • Safety deposit box • Wire transfer • Operating Systems • Setting up new accounts (Teller Training Workbook)

Relationship to Strategic Goals

Consistency with other HR Subfunctions • Performance Appraisals

Consistency with other HR sub functions • Recruitment • Selection • Compensation

Training Evaluation • Summative Evaluation • extent by which trainees have changed due to training • have trainees acquired the KSAs, and behaviors that were identified in the training objectives • is the information that the trainee learned being used properly on the job (Noe, 2008, p. 177) • Tests • Required to score 90% or better (Perdue, personal communication, September 3, 2009) • Mentor Evaluation • Complete performance evaluation (Nelson, personal communication, September 7, 2009)

Strengths • On-the-job (OTJ) training • Mentoring • On-going training • Setting high standards

Weaknesses • Not having uniform training time frames • Not training tellers immediately after hiring • Training time is not used wisely • Inconsistent mentoring during OTJ training

Recommendations • Implement uniform training time • Teach relevant information • Provide consistent mentors

COST OF REDUCED TRAINING TIME *This is the cost for one employee, for each additional employee the variable cost would go up by $15 until the classroom is at capacity. See example on next slide.

Cost for each additional employee

Questions & Comments

References (2009). Credit union access. Retrieved from http://creditunionaccess.com/top50creditunions.htm (2009). State employees credit union. Retrieved from https://www.ncsecu.org/AboutSECU/MissionStatement.html (2009). Summary Report for Training and Development Managers. Retrieved Nov. 15, 2003, from O*Net Online. Web site: http://online.onetcenter.org/link/summary/11-3042.00. Foong, K. (2009). Mentoring: More Critical Than You Think. Training Mag, Retrieved from www.trainingmag.com Frauenheim, E. (2006). Mentoring Matter. Workforce Management, Retrieved from http://www.workforce.com Fredrick, W. C. & Walberg, H. J. (2001). Learning as a function of time. The Journal of Educational Research, 73(4), 183-194. Retrieved from http://web.ebscohost.com/ehost/pdf?vid=2&hid=9&sid=48e3b9a3-24fb-47c0-b5fb a18b0e385da9%40sessionmgr4 Hull, Brandon. (2008). Maintaining high standards. Retrieved from http://www.salesteamtools.com/archives/maintaining-high-standards/

References Klinvex, Christopher P., Klinvex, Kevin C., & O’Connell, Matthew S. (1999). How to Use Testing. Hiring Great People, New York: McGraw-Hill. Noe, R. A. (2008). Employee training and development. New York, NY: Mcgraw-Hill/Irwin. Pagewise. (2002). Job training methods. Retrieved from http://www.essortment.com/all/jobstraining_rshn.htm Smith, G. (n.d.). Training and Development Leads to Higher Productivity and Retention. Business Know-How, Retrieved from http://www.businessknowhow.com/manage/higherprod.htm State Employees Credit Union. (2009). Teller training manual 2009 [Workbook]. State Employees Credit Union. (2009). Employee evaluation form 2009 [Document]. Vigilante, Nicola (September 27, 2006). Case study on training and development: API Raffinera di Ancona Spa, Italy. Retrieved from http://www.eurofound.europa.eu/areas/populationandsociety/cases/it001.htm

Teller Training Evaluation and Recommendations