| Preface | |
| Acknowledgments | |
| Ch. 1 | The Teller's Role | 1 |
| Qualifications for Success | 2 |
| Teller Duties | 11 |
| Job Satisfaction | 17 |
| Ch. 2 | Customer Relations | 19 |
| Handling Everyday Transactions | 20 |
| Sales | 26 |
| Helping Customers with Special Needs | 29 |
| Managing Difficult Situations | 33 |
| Ch. 3 | Financial Products and Services | 39 |
| Deposit Accounts as Contracts | 40 |
| Types of Deposit Accounts | 42 |
| Investment Programs | 53 |
| Loans | 54 |
| Electronic Banking Services | 56 |
| Other Customer Services | 58 |
| Ch. 4 | Checks | 65 |
| Definition and Characteristics of Checks | 66 |
| Essential Elements of a Check | 69 |
| Bank Policies on Check Handling | 71 |
| Types of Checks | 73 |
| The Check-Clearing Process | 75 |
| Exceptions to the Routine Clearing Process | 79 |
| Security Measures | 82 |
| Ch. 5 | Endorsements | 89 |
| Characteristics of Endorsements | 90 |
| Types of Endorsements | 91 |
| Sequence of Endorsements | 95 |
| The Endorser | 96 |
| Forged or Unauthorized Endorsements | 100 |
| Endorsement Standards | 100 |
| Ch. 6 | Account Ownership | 105 |
| Understanding Ownership | 106 |
| Types of Personal Account Ownerships | 107 |
| Power of Attorney on Personal Account Ownerships | 110 |
| Types of Business or Organization Account Ownerships | 112 |
| Types of Fiduciary Ownership Accounts | 116 |
| Account Ownership and Deposit Insurance | 119 |
| Ch. 7 | Coins and Paper Currency | 125 |
| The Federal Reserve System | 126 |
| Characteristics of Cash | 128 |
| Handling Cash | 132 |
| Recognizing Fraud | 149 |
| Security Measures | 154 |
| Ch. 8 | Balancing Daily Transactions | 159 |
| Balancing Concepts | 160 |
| Difference Reconciliation | 164 |
| Error Prevention | 171 |
| Ch. 9 | Emergency Situations | 177 |
| Robberies | 178 |
| Teller Responsibilities | 179 |
| Extortion and Kidnapping | 191 |
| Bomb Threats | 193 |
| Fires | 196 |
| Weather Emergencies and Natural Disasters | 198 |
| Index | 201 |
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