Top 10 Part-Time Teller Tactics

With Special Guests From NavyArmy Community Credit Union

• Welcome and Introductions

• The Cost of Part-Time Teller Turnover

• Transaction Trends in the Branch

• Utilizing Part-Time Tellers during Peak Performance Times

• FMSI Part-Time Teller Study

• A Closer Look – NavyArmy Community Credit Union

• Top 10 Tactics for Finding and Retaining Highly Qualified and Dedicated Part-Time Tellers

• Open discussion Including Q&A Session

- Submit a question or comment via Chat

• Gordon A. Williams IV, FMSI EVP Business Development

• Terri Young, NavyArmy CCU VP of Operations & Training

• W. Michael Scott, FMSI President/CEO

• Chad Davis, FMSI VP of Marketing

Putting a dollar figure to part-time teller turnover – Separation Costs: $652

– Replacement Costs: $508

– Training Costs: $284

– Performance Differential: $760

– Total Turnover Costs per Part-Time Teller: $2,204

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$1.3 billion in assets, has 12 locations in Texas

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Client since March 2008

• NACCU was chartered on January 28, 1955 as Naval Employees Corpus Christi Federal Credit Union.

• Membership has grown to over 100,000. • We have a full service Mortgage Center, and 2 new

branch locations in the Rio Grand Valley. • Our staff has grown to over 294 employees and keeps

growing daily!

• Incorporated data from TMS reports into annual performance reviews for teller staff.

• Analyze key productivity data including • Teller Productivity • Excess waiting for work time • Actual staffing effectiveness charts

Finding the Right Personalities For the Business Culture

• Referrals • College Students • VOE Students/College Internship/JA • Military Spouses • Internal Promotions

Part-time Teller Benefits

Recruiting Quality Candidates Takes Attractive Benefits

• Vacation: • 1 – 5 years tenure: 4 days/ per year • 5 + years tenure: 8 days/year

• TelaDoc Program • Voluntary Life Insurance

• 401k Plan: after 1yr of service (4% match) • Pension Plan Benefit: fully vested after 5yrs of

service • Tuition Reimbursement: after 1yr of continuous

employment

Feb 2008 – 10 Branches FT Tellers 23 Avg. Salary $9.52 PT Tellers 33 Avg. Salary $9.21

Jun 2012 – 12 Branches FT Tellers 26 Avg. Salary $11.30 PT Tellers 46 Avg. Salary $9.39

• Improved accountability for the performance of our front-line staff.

• TMS enhances our members’ teller experience.

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Part-Time Teller Positions Great Fit for College Students • Develop a Program with a Local College Where Students

Work Part-Time • Filling the Required Teller Position for As Many As Four Years • Moving into Other Areas of Your Institution After Graduation

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Cost Savings in Overall Branch Labor Expenses.

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