As branch transactions decline, banks are
shifting from dedicated tellers toward
more multifaceted job roles.
BY DEB STEWART
FOR YEARS RUNNING, THE AVERAGE TRANSACTIONS per teller and average sales per non-teller have been plunging. This has led to the situation today in which
many financial institutions are rethinking the way
the branch does business.
One of the most widely considered innovations is a
switch from assigning each employee only one job role
(teller, platform worker, new-accounts taker or lender) to
one in which each worker is allotted a “universal banker”
function involving multiple tasks.