Trainer to Trainer

TRC What were you trying to accomplish before you engaged TRC Interactive to help you?

Tracey We were trying to improve the quality and effectiveness of our Teller Training. Especially with our peak-timers—that was an issue that we needed to address because we have a pool of about 150 Tellers who float from branch to branch to fill in during vacations. When branch Tellers were trained, they had their permanent branches for support but the peak timers didn’t. We saw that the quality of our peak timers was really poor, so those were concerns we needed to address in looking at a better quality program that was designed more in line with adult learning.

TRC And you found that TellerSolution™ would do that for you?

Tracey Oh, definitely. Just to give you a comparison: in our old program, it was 5 modules, and the first module took them about a day and a half to go through compared to 21 modules that range from 10 minutes to 30 minutes in length, so the short span they would sit at the computer to go through this was better. We also wanted to implement a mentoring process, but as much as we encouraged them to just go through a section of the module, and then stop to study or reiterate—it really wasn’t designed to do that. The TellerSolution™ program is.

TRC You also have TRC Interactive designed transactions. How has that worked out for you?

Tracey That’s worked out great as well. Our old program had 32 transaction simulations. We cut that back to 11 of the most common so they can become proficient at the things they do over and over whereas those things got buried in the other transactions they do once every three or four months in the old program.

We put the other transactions that weren’t as common, like negotiable instruments and Savings Bonds in a Quick Reference Guide so if they need to sell one of these items and couldn’t remember the process, they have a guide that walks them through it. We tell the Mentors that if one of those transactions comes through the door while they’re training people, they should go ahead and teach them to do it but encourage them to always have their Guide close by.

TRC Tell me about the Mentoring program you implemented.

Tracey I went around to all the Customer Service meetings, and introduced our Mentoring program. We talked about the qualities of the Mentor, and each of the CSMs chose someone from their branch based on what we talked about in the meetings. Then each of those individuals was submitted to Regional Management teams for approval. It was recognition of the quality of employees that they are, and we brought that out in the Mentor training that they were the “cream of the crop.” We brought them into a 3 ½ hour workshop, and put together a detailed check list. The list included TellerSolution™ Modules, reinforcement exercises, and places for employees to initial. When it’s done, the Mentor and the employee both sign it, and it goes into the employee file. We did that for 2 reasons—first to keep them on task, and second, for documentation. We also trained Mentors on coaching, trouble-shooting, and how to handle things that might crop up. Once they had that, when they hire, they start that process which is pretty much what TellerSolution™ does where you teach a principle, give them the experience, and then test them on it. Or like the simulations—you coach them, and then turn them loose and observe them.

We split up the TellerSolution™ Modules so Tellers go through one or two at a time. Then the Mentor comes in, goes into the tools, checks the test scores, and answers any questions they may have. Then they perform the task in real time, for example, either going to the Teller line or they go back to the vault where they learn to band and strap cash so they get into the rhythm of doing that particular task. Once the mentor feels the trainee has grasped the concept, they go on to another Module. When they finish, the Mentor goes over the Final Exam, and it’s really up to the Mentor as to when they are ready to go on. We’ve had some who have gotten through the whole program in three or four days and others who took a little longer.

TRC Do you compensate the Mentors?

Tracey Yes we give them $50 per Trainee. They’re happy with it. What it requires is each time they sign off on the completed check list, they send in a memo to our compensation department requesting the bonus. Some branches do have more than one Mentor. I have one branch with 12 Tellers but they’re all part-time, so they have several Mentors who work with them. For our peak time, we specify certain branches as training branches and specific Mentors so our peak timers always have a Mentor. Every branch will have a Mentor but the peak timers can always go back to their home base, and that’s really improved the quality of our peak timers.

TRC What can you say about working with TRC?

Tracey It’s been very positive. Lorie has been amazing, and Connie’s been great. Considering that they were working with 4 banks that have 4 different perceptions of how things should look on the same system, and having to balance that so 4 trainers were happy was commendable..

TRC What do you think is the advantage of a customized version of TellerSolution™?

Tracey The advantage for us is that TellerSolution™ in and of itself is a very professional and polished looking product. It is full in content, and the content is detailed. Then to be able to customize it with our forms and documents—well, it just saved us an inordinate amount of time. It was professional, and it was tested. It followed the adult learning process, so all we had to do was make it ours. We sent it out, and it looked like a Zions product but it saved us so much time and energy and resources that we didn’t have in house.

TRC Is there anything else that you think was a real benefit?

Tracey Well, I can tell you that up to this point, I had never had a branch manager comment one way or another about Teller training. With this program, I gave the Managers a high-level overview, and I gave the Customer Service Managers who are the in-branch supervisors a more in depth explanation, and they absolutely embraced it from day one. They absolutely loved it, and they said this was what they were asking for. It gave them the control over their own individuals. That made us heroes.

Second, I watched the peak timers, and it took a Teller about 6 weeks to get up to speed, and sometimes it took even longer. The feedback I’m getting now is that by the end of the first week with the Mentors, they are very independent, and we’re seeing them up to speed within a couple of weeks. Before it took 6 to 8 weeks, and now they’re better trained in a much shorter time.

Ms. Tracey Larson
Training Manager
Zions First National Bank