Efficiency in Action: Mastering Daily Teller Tasks to Boost Customer Trust and Compliance

Introduction

Challenges in Risk and Compliance Roles

In today's rapidly evolving financial landscape, risk and compliance teams face a series of complex challenges. As the regulatory environment becomes more stringent, teams must remain vigilant in ensuring adherence to a myriad of laws and internal policies. Here are some of the key challenges faced by risk and compliance roles:

Regulatory Complexity

- Navigating the intricate web of federal, state, and local regulations can be daunting.

- Ensuring up-to-date compliance with constantly changing legal requirements.

- Completing necessary compliance-related training consistently.

Routine Operational Oversight

- Maintaining adherence to company policies and security procedures.

- Documenting and reconciling transactions meticulously during shifts to prevent discrepancies.

- Keeping customer information confidential to protect bank operations.

Customer Interaction and Digital Transition

- Introducing customers to digital solutions while addressing their inquiries.

- Providing exemplary customer service through problem resolution and telephone answering.

- Acting as a digital ambassador to facilitate smoother customer experience transitions.

Risk Assessment and Mitigation

- Adhering to Banking Center Risk Assessment and Compliance Standards.

- Identifying and mitigating potential losses by following proper procedures.

Partnership and Collaboration

- Enhancing banking center collaboration to add value to customer interactions.

- Mapping customer needs to innovative digital features, ensuring seamless service.

By focusing on these tasks and ensuring rigorous adherence to best practices, risk and compliance roles can not only mitigate threats but also enhance customer trust and operational efficiency.

Overview of Daily Tasks

Overview of Daily Tasks for a Teller Role

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Customer Experience:

- Introduce and Refer Customers:

- Engage routinely with customers to introduce and refer them to the bank’s platform.

- Highlight key features of the platform and its benefits to customers.

- Remarkable Customer Service:

- Provide exceptional service through all customer interactions, including problem resolution and telephone answering.

- Handle safe deposit inquiries and perform routine customer requests efficiently.

- Training and Compliance:

- Successfully complete Comerica’s Teller Training Program to enhance service delivery.

- Follow company policies, regulations, and security procedures while completing necessary documents.

- Transaction Management:

- Utilize electronic devices to document all transactions during shifts.

- Reconcile all transactions accurately during and at the end of shifts.

- Maintain customer confidence by safeguarding confidential information and resolving basic complaints.

Marketing Activities:

- Daily Planning:

- Complete assigned daily planning activities to optimize customer interactions.

- Digital Ambassador Role:

- Transition customers to digital solutions and clarify how to use products and services.

- Engage customers by introducing them to Comerica’s products/services and follow-up on inquiries promptly.

Operational Risk & Compliance:

- Policy Adherence:

- Ensure compliance with federal, state, and local laws, regulations, and Comerica’s policies.

- Complete necessary compliance-related training and adhere to Banking Center Risk Assessment and Compliance Standards.

- Risk Mitigation:

- Actively control and mitigate losses by strictly following established policies and procedures.

Partnership & Collaboration:

- Collaboration Efforts:

- Consistently contribute to improving Banking Center collaboration.

- Identify opportunities to enhance customer value by connecting them with relevant partners.

“Empower your interactions and elevate customer experience by embodying these daily tasks with precision and integrity.”

Mapping Tasks to KanBo Features

KanBo Feature: Activity Stream

Overview:

The Activity Stream feature in KanBo is an interactive feed that offers a real-time log of activities within your workspace. It provides chronological updates on tasks, card interactions, and user actions, improving transparency and communication within teams.

Step-by-Step Instructions:

1. Access the Activity Stream:

- Navigate to the workspace or space where you wish to view the activity stream.

- Locate the "Activity Stream" option, usually available in the main menu or sidebar.

2. View the Feed:

- The activity stream displays a list of recent activities, including task updates, comments, document attachments, and changes in card statuses.

- Each entry includes details about what was changed, by whom, and when.

3. Interact with Entries:

- Click on any entry to directly access the corresponding card or space.

- Use links within entries to quickly navigate to related information or tasks.

4. Filter Activities:

- Utilize filter options to refine your view to specific activities, such as updates from specific users or changes within certain spaces.

- Filters help in focusing on areas of interest and managing information overload.

5. Monitor for Changes:

- Regularly review the activity stream to keep up-to-date with team progress and respond to changes or issues promptly.

Benefits of Using the Activity Stream:

- Enhanced Transparency: The activity stream offers a clear view of what everyone in the team is working on, reducing communication gaps.

- Quick Access: Direct links from the stream simplify navigation to relevant tasks and information, improving efficiency.

- Real-Time Updates: Stay informed with real-time notifications of changes, ensuring you never miss important updates.

- Improved Collaboration: Seeing team activities encourages engagement and fosters a collaborative environment.

By leveraging the Activity Stream feature, teams can maintain a cohesive work environment, streamline communication, and support dynamic task management.

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Glossary and terms

Glossary of KanBo

Introduction

KanBo is an advanced work coordination platform that bridges the gap between company strategy and daily operations. It offers a dynamic solution for managing workflows, connecting tasks with strategic goals, and enhancing transparency across organizational levels. By integrating with Microsoft ecosystems, KanBo provides real-time visualization, efficient task management, and seamless communication. Below is a glossary that outlines key terms and concepts associated with KanBo.

Glossary Terms:

- Hybrid Environment: A flexible system in KanBo that allows organizations to utilize both on-premises and cloud instances, facilitating compliance with legal and geographical data requirements.

- Customization: The ability in KanBo to tailor on-premises systems extensively, offering more customization options compared to typical SaaS applications.

- Integration: The deep connectivity of KanBo with Microsoft products, ensuring consistent user experiences across SharePoint, Teams, and Office 365.

- Data Management: A balanced approach to data security where sensitive information can be stored on-premises, while other data is managed via cloud solutions.

- Workspaces: The top hierarchical level in KanBo, organizing distinct areas such as teams or client projects, potentially containing Folders and Spaces.

- Spaces: Subsets within Workspaces and Folders, representing specific projects or focus areas, facilitating collaboration and housing Cards.

- Cards: The basic units within KanBo, representing tasks with detailed elements such as notes, files, comments, and to-do lists.

- Resource Management: A system in KanBo for planning and allocating resources (employees, machines, or materials) to tasks, optimizing resource utilization and providing project cost insights.

- Resource Allocation: Assigning specific resources to tasks or projects over defined periods, allowing detailed management of resource availability and assignments.

- Time Tracking: Logging time spent by resources on tasks to compare actual effort against plans and analyze project costs.

- Conflict Management: A feature highlighting resource scheduling conflicts, enabling proactive resolution by project managers.

- Resource Attributes: Characteristics used to describe resources, such as type, location, cost rates, skills, and roles.

- Roles: Categories defining a resource's function within the organization, like "Developer" or "Project Manager," often linked to specific costs.

- Skills: Specific capabilities or qualifications of a resource, such as proficiency in a software, categorized by levels like "Junior" or "Senior."

- Part-Time Availability: A feature to define periods of reduced availability for resources, accommodating flexible working arrangements.

- Space Templates: Predefined structures in KanBo for standardizing workflows across similar projects or tasks.

- Forecast Chart: A visual tool in KanBo to track project progress and make predictions about future outcomes.

- Time Chart: An analytical dashboard for assessing workflow efficiency through metrics like lead time and cycle time.

- Integration with Other Systems: The ability of KanBo to sync with external HR and resource management systems for up-to-date resource information.

This glossary provides an overview of critical KanBo features and functionalities, helping you understand and leverage the platform for improved productivity and strategic alignment in your organization.