Business News of Monday, 9 March 2015
A book to equip bank tellers with the requisite knowledge in the performance of their duties as frontline staff has been launched in Accra.
The book, titled: “The 21st Century Bank Teller – A Strategic Partner,” focuses on the importance of exceptional service quality in the emerging roles of bank tellers.
It highlights the multi-faceted elements that underpin the role of bank tellers and encourages financial institutions to recognise their significant contribution that service-oriented bank tellers can make to the overall success of a financial institution.
The book was authored by Ms Alberta Quarcoopome, an experienced banking professional and the 2015 recipient of the National Women in Finance and Banking Award for Financial Education.
The event was well attended by bankers across the divide with Professor John Kobla Aheto, the former Dean of the University of Ghana Business School, Mr Buabeng, the Principal of the National Banking College, Mr Clifford Mettle, President of the Chartered Institute of Bankers Ghana, being among the distinguished guests who graced the occasion.
The book launch saw a sketch that highlighted the difference between poor customer service and excellent customer service.
Prof. Aheto said in the 21st century, the use of automatic teller machines, credit cards and internet banking had made the bank teller less visible, but no less important to a bank’s image.
For many bank customers, this is the only employee they would see on a regular basis, he said.
Mr Kofi Owusu-Darko, Senior Vice President the Royal Bank, who reviewed the book, said it helped to demystify and showed the important role of a bank teller.
He said it was clearly shown in the book that the teller was the first line of defence of bank operations as they took customers through regulatory guidelines including risk profiling.
Mr Owusu-Darko said the book emphasised the need for the teller to have an enquiry mind, knowledgeable and be self motivated to be able to add value to work.
Mr Clifford Mettle said the book filled a yawning gap in the banking industry and that it was indispensable for all tellers.
Ms Quarcoopome said it was her desire to publish a book for young professionals entering the banking industry.
She said the teller’s function was most difficult, noting that the roles must change with the times.
Ms Quarcoopome urged tellers to be knowledgeable, risk focused and customer friendly, adding that “the role of tellers in the modern banking set up is also changing and there is a need to make them flow with the tide.”
She urged branch managers and supervisors to encourage tellers to serve the customers well.