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BTT 101 ­ Bank Teller Training

Course Outline Program Coordinator :

Mike Pratt email: [email protected] Please write "BTT 101" as the subject when emailing.

Course Objective :

This course will provide students with a heightened understanding of the roles and responsibilities of a bank teller (customer service representative) in a Canadian bank.

Course Material :

A book containing all lessons is available for all students to purchase. The book includes 18 PowerPoint lessons totalling 130 pages, 400 PowerPoint slides, several exercises and examples.

Course Schedule :

The following page lists and describes all lessons that this course will cover. Note that there is no specific lesson schedule. Depending on class participation and efficiency of each lesson, some classes may cover only 2 lessons, while others may cover 4.

Mark Breakdown :

Exercise #1 ­ 15% Exercise #2 ­ 15% Test #1 ­ 30% Final Exam ­ 30% Class attendance ­ 10%

Practice Final Exam :

The practice final test will give students the opportunity to apply concepts learned throughout the course. It consists of 50 multiple-choice questions and is designed to review all course material.

Final Exam :

The final exam will be held during the final class session and is a combination of multiple choice, matching, definition and short answer questions. Students do not have to pass the final exam to pass the course.

Requirements to Pass BTT 101 :

A final overall grade of 60% is required to pass BTT 101. If students attain a final mark of 85% or greater, they will pass "with honours", which will be noted on their TCCB certificate.

Class Participation :

Students are encouraged to ask questions and lots of them.


19­2555 Victoria Park Ave. #401 Toronto ON M1T 1A3


Introduction to the Course: · Explain course structure, objectives and schedule. · Examine a bank teller job posting and discuss specific responsibilities, requirements and attributes of the position. Lesson 1 ­ The Canadian Banking Structure: · Explain the structure of the Canadian banking system and the different types of banking organizations. · Briefly discuss the different regulatory bodies and educational providers in the Canadian banking industry. Lesson 2 ­ Branch Positions and Bank Departments: · Discuss the different positions in a retail branch; titles, roles and responsibilities. · Explain the different industry exams that are required for specific positions in retail banking. · Briefly discuss the many different departments within the bank as a whole. Lesson 3 ­ Teller Limits: · Explain the different limits that individual bank tellers have; cash limits and transaction limits. Lesson 4 ­ Customer Limits: · Discuss customer limits and the procedures for changing those limits; hold limit, ABM limits and overdraft limit. Lesson 5 ­ Cheque Encoding and Clearing: · Understand the encoding of a cheque and learn how a cheque is processed. Lesson 6 ­ Bill Payments: · Learn how to process bill payments both manually and electronically. Lesson 7 ­ Canadian Withdrawals: · Explain the procedures for processing withdrawals. · Discuss the importance of verifying a client's signature and learn how to validate their Canadian identification. · Other topics include transferring between accounts, accounts with multiple signatures and backing WD slips. Lesson 8 ­ Cashing Cheques: · Explain the procedures of cashing a Canadian cheque. Lesson 9 ­ Credit Card Transactions & Client Card Procedures: · Learn how to process cash advances and payments to Canadian credit cards. · Explain the procedures of issuing and replacing client cards along with changing a PIN and increasing card limits. Lesson 10 ­ Canadian Deposits: · Explain the procedures for processing a deposit to an account using cash, cheques or both. · Other topics include hold limits, kiting, future dating, double endorsed cheques and cash back on deposits. Lesson 11 ­ Counterfeit Currency: · Learn how to distinguish between authentic and counterfeit notes, and what to do with them once identified. · Educational materials from The Bank of Canada will be distributed ( Lesson 12 ­ Drafts and Money Orders: · An in depth discussion of drafts & money orders. Learn the proper procedures to issue & process bank cheques. Lesson 13 ­ Certified Cheques and Traveler's Cheques: · Explain the reasoning behind certified cheques and learn how to issue them. · Explain the procedure of both selling and cashing traveler's cheques. Lesson 14 ­ Robberies and Emergency Situations: · Discuss the do's and don'ts during a bank robbery. Lesson 15 ­ Debits and Credits: · Explain and differentiate between debits and credits and how they affect teller balancing. · Learn how bank tellers balance their transactions and cash from the beginning to the end of their day. Lesson 16 ­ Foreign Currency: · Explain the different types of foreign currency transactions and how to balance them. Lesson 17 ­ Wires and Cables : · Learn the procedures for electronically transferring money around the world. Lesson 18 ­ Products: · Explain and discuss the many different products that banks offer. · Includes; Bank Accounts; Credit Cards; Term Deposits; RRSPs; Mutual Funds; Line of Credit and Personal Loans.


19­2555 Victoria Park Ave. #401 Toronto ON M1T 1A3



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