How can you encourage a teller to take initiative and improve their skills in banking?

1 Set clear expectations and goals

The first step to encourage initiative is to communicate what you expect from your tellers and what goals they should aim for. Be specific, measurable, achievable, relevant, and time-bound (SMART) when setting objectives and standards for performance, quality, and customer service. Provide regular feedback and recognition to your tellers on how they are doing and where they can improve.

2 Provide training and coaching opportunities

The second step to encourage initiative is to provide your tellers with the necessary training and coaching to develop their skills and knowledge in banking. Identify the gaps and needs of your tellers and offer them relevant courses, workshops, webinars, or online resources to enhance their competencies. Assign them a mentor or coach who can guide them through their learning journey and give them constructive advice and support.

3 Empower them to make decisions and solve problems

The third step to encourage initiative is to empower your tellers to make decisions and solve problems on their own, within certain boundaries and guidelines. Give them the authority and autonomy to handle customer requests, complaints, or issues without always relying on you or other supervisors. Encourage them to use their judgment and creativity to find solutions that benefit the customer and the bank. Reward them for taking calculated risks and learning from their mistakes.

4 Involve them in improvement projects and initiatives

The fourth step to encourage initiative is to involve your tellers in improvement projects and initiatives that aim to enhance the processes, systems, or services of the bank. Solicit their ideas and suggestions on how to make things better, faster, or easier for themselves, their colleagues, or their customers. Invite them to join cross-functional teams or committees that work on implementing changes or innovations. Recognize and celebrate their contributions and achievements.

5 Support their career development and progression

The fifth step to encourage initiative is to support your tellers' career development and progression. Show them that you care about their aspirations and goals and help them plan their career path within the bank. Provide them with opportunities to take on new challenges, responsibilities, or roles that align with their interests and strengths. Facilitate their exposure to different departments, functions, or branches of the bank. Mentor and sponsor them for promotions or transfers.

6 Create a positive and collaborative work environment

The sixth step to encourage initiative is to create a positive and collaborative work environment where your tellers feel valued, respected, and trusted. Foster a culture of openness, feedback, and learning where your tellers can share their opinions, experiences, and best practices with each other. Build a team spirit and camaraderie among your tellers by organizing team-building activities, social events, or recognition programs. Encourage them to have fun and enjoy their work.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?