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Out of Balance at the Teller Window

Wednesday, November 20th, 2019

10:00 am - 11:30 am CT

Length: 1 hr 30 min                    Sponsored by Credit Union Webinars

Click Here to register $195.00

Click Here to register and receive CD recording $295.00

Out of balance? Doesn’t always mean the cash drawer. There is more than one way a teller can be out of balance at your credit union! The cash drawer is the most obvious that does come to mind but a teller can lose their balance when dealing with an irate member or when they have a conflict with a co-worker.

How about managing change – change in hours, what is expected, a new process or a new procedure? Maybe your credit union expects tellers to spot opportunities and seek out referrals to other products and services when a member calls or comes by the branch. Tune in and learn how to keep your balance when working the teller window.

Covered Topics:

  • Elevate your emotional intelligence – what is it? How do you manage yourself in sticky situations with your team and with your members?
  • Earn an impeccable reputation – don’t settle for mediocrity, take your game up to the level of the pros in how well you adhere to best practices when handling cash and decision making.
  • Learn how and when to cross-sell by building rapport with your members
  • Understand the risk of handling transactions for the new depositor, what to consider with less-cash deposits, and maintaining confidentiality.

Who Should Attend?

Tellers, Head Tellers, Teller Supervisors, and Teller Trainers.


Honey Shelton brings the best of both worlds to her speaking and training engagements. She has 30 plus years of experience as a training and quality improvement consultant for banks and banking associations across the country. Her substantial banking background includes spending three years as Executive Vice President/Chief Retail Banking Officer with a $1 billion south Texas bank.

Nationally recognized as an outstanding speaker, over a half million bankers have participated in programs Honey has presented. Her depth of knowledge, enthusiasm, and compelling personality have left a lasting mark on InterAction Training, the firm she founded in 1983.

As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Honey invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state banking associations and has accumulated an impressive client list that includes over 600 banks, credit unions, and other organizations. Globally, she presented a program in the south of France for an international, energy-related firm.

Honey has a coaching practice specializing in helping others pursue professional excellence and is the author of numerous published articles and training manuals. Her first book, Coaching Yourself & Others will be released soon.

Honey continues her personal pursuit of excellence and has obtained certification in Reality Therapy from the William Glasser Institute as well as certification from the Training and Development Program at Texas A&M. She is an EverythingDiSC Certified Distributor and Trainer.