tellernow! ® initial set-up · web viewset up printers in connected teller®: at grandview, the...

Bank Interactive Teller Machine

Participant Workbook

1Updated 7/27/2017

Table of Contents

Contents1 TellerNow! ® Initial Set-up...................................................................................................................3

2 Configure TellerNow! ® For calls..........................................................................................................4

3 TellerNow! ® Main Screen...................................................................................................................6

4 TellerNow! ® Interface Functions and Shortcuts.................................................................................7

5 Using TellerNow! ®............................................................................................................................10

6 Transactions using TellerNow!® and Connected Teller......................................................................11

6.1 Check Deposit............................................................................................................................11

6.2 Cash Withdrawal........................................................................................................................16

6.3 Check Cashing............................................................................................................................18

6.4 Receipt Printing /Balance Inquiry..............................................................................................21

6.5 Transfer Funds Internally...........................................................................................................23

6.6 Credit Card/HELOC/Loan Payment (transaction done as a Transfer).........................................24

7 Transactions using TellerNow! ® to Communicate with Member......................................................25

8 Member Experience Survey (added 9/14/2016)................................................................................26

9 End of Day Balancing.........................................................................................................................27

10 ITM Screen Presence Activity.........................................................................................................28

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1 TellerNow! ® Initial Set-up

Daily set-up:

1. Click on TellerNow! ® icon

a. Log into the system

b. First time computer set-up only: Click the Setup button and check that the AIT Server

says, ITMMACHINEAIT, then click General Tab and click the second box leaving the

first box empty.

c. Next click on the right button that says Login.

d. Go to Options in the top task bar and click Video Set-up and check Remember box

and Allow radio button.

e. Click Mic button to check that the sound is on (virtual columns will be in green when

sound is on).

f. Click Camera button to check that the camera is on and the picture is centered.

g. Check Flash Player version on a daily basis before using TellerNow! ®, if it auto-

upgrades, it needs to roll back to Adobe Flash version is 18.0.0.241.

2. Open Group Chat for transactions requiring printed material for Member. Always include

Lori & Tara in the chat regardless if they are at the Grandview office.

3. Set up printers in Connected Teller®: At Grandview, the check printer is Gold and the

regular printer is Silver. Set up the main printer as Gold. If you need to print anything to the

Blue printer go out of Connected Teller® and set Blue as the default printer. Log back into

Connected Teller® to print.

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2 Configure TellerNow! ® For calls

*Make sure the wireless feature is turned off on your laptop.

1. Open TellerNow! ® -Click Log In

2. Once you are logged into the system, Click Options to set-up your audio and video.

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3. Audio Video: Always make sure are clicked.

4. Click small microphone icon. Check Reduce Echo box. Ensure the green bar is going up and down. Disable all microphones that are not use (in Control Panel).

5. Click the small webcam icon. Choose the correct webcam from the dropdown box. Double click the webcam image below the dropdown to check whether you see yourself in on video screen.

5. Click OK and log in into TellerNow! ®6. Ensure the computer is set to the correct printer.

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3 TellerNow! ® Main Screen

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4 TellerNow! ® Interface Functions and ShortcutsMenu Item Shortcu

tIcon Function

Read Card F2 Initializes the card reader

Scan ID F4 Scans an ID

Cash Deposit F5 Initializes the cash accepter and begins the deposit process

Check Deposit F6 Initializes the check scanner and begins the deposit process

Cash Withdrawal F7 Begins the withdrawal process

Transfer F8 Begins the transfer process

Cash Back F9 Creates a withdrawal from the current deposited funds to reduce the amount of the deposit

Check Withdrawal F10 Begins the Check printing process

Payments F11 Initiates payment transactions, if enabled

Post F12Begins the transaction completion process or it can

be used to print a receipt for a balance inquiry when no transaction is present.

Set Primary Account Number

Sets primary account number to be printed on receipts

Print Statement Prints statements

Blank Screen/Unblank

Screen

Causes member screen to go black so someone behind an ADA member cannot see the screen

Add Text to Receipt

Opens a box to insert notes which print on the bottom of the receipt

Enable/Disable Shared Branch

Allows the teller to enter the Shared Branch mode. In this mode, transactions cannot be posted unless they

contain the Shared Branch information.Enter Shared

Branch Information

Allows the teller to enter the Shared Branch information at any point during the transaction

instead of waiting until post.

Reconnect Video

Initiates a new connection with the video server. Used in the event of abnormalities with the audio or

video.

Close Session Ctrl + Q Closes the current session

Chat Alt + C (must be in session to activate)

Show ChatDisplays a messaging window so the teller can

communicate with a hearing impaired or non-verbal person

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View Alt + V (must be in session to activate)TellerNow! ® Interface Functions and Shortcuts

Menu Item Shortcut Icon Function

ID Shift +F4 Views the previously scanned ID

Card Shift + F2 Views the scanned card information

Barcode Views the previously scanned barcodeMachine

Information Displays the information for the current machine

Transactions Alt + T (Transactions are not final until posting is complete)

Scan Item Allows an item other than a check to be scanned (i.e. deposit slip)

File Alt + F

Log Out Ctrl + L Logs user out of the teller application

Request ITM Allows teller to select ITM to connect

Action Alt + A (must be in session to activate)

Accept Call Accepts incoming call

Options Alt + O (must be idle, not in a session, to activate)

Change Password Allows the user to change their password

Configuration Allows the teller to change the available configuration options in the teller application

Member Information

Take a Snapshot

Zoom

Audio Adjustment

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Different Transaction Options

There are three ways to bring up the correct transaction screen:1. Click on the Transactions tab on the main TellerNow! ®screen which opens a list of bank

transactions to conduct. 2. Keyboard “F” commands are connected to specific bank transactions and can be used as

well.

3. Transaction icons are on the right side of the main screen and can be used to start transactions.

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5 Using TellerNow! ®Receiving a Call

1. The member initiates a call by pressing the start button on the Interactive Teller Machine. 2. The teller will see a screen indicating that there is an incoming call and will also hear a tone

in their headset if configured.3. The teller starts the session with the member by pressing Accept Call.

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6 Transactions using TellerNow!® and Connected Teller

6.1 Check Deposit

1. In TellerNow! ®, click Scan ID to verify Member.

2. Use verification information to locate the Member in Connected Teller®.

3. Start the transaction in Connected Teller® by following procedure OSS-013 Deposit

Processing in Connected Teller, Deposit to DDA or SAV steps 1 and 2.

4. Switch to TellerNow! ® and click Check Deposit icon. then choose the correct

icon

a. No more than 15 – 20 checks should be placed into the Acceptor to avoid jamming the

machine.

b. Make sure each check is endorsed on the back. If necessary, click Reject button then

Done button to return check to member for them to sign.

c. Fill in Check Amount, Type, and Account Number. Ignore Memo field

d. If checks are completed properly, click Accept button, then Done button.

e. If there is more than one check, complete this process for each check.

5. Go back to Connected Teller, complete steps 3 – 6.

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6. Ask member if they have any other banking needs. If not, go back to TellerNow! ® to

complete the receipt.

7. Print receipt. (Include hold procedures on receipt if applicable).

8. Inform member they can take a survey by calling Hold/Survey Phone Number 844-206-1852 when the transaction involves a check.

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Check Payment for Credit Card / Line of Credit



3. Start the transaction in Connected Teller® by following procedure OSS-004 Credit Card/Line

of Credit in Connected Teller.

4. Switch to TellerNow! ®.


icon

a. No more than 15 – 20 checks should be placed into the Acceptor to avoid jamming the

machine.

b. Make sure each check is endorsed on the back. If necessary, click Reject button then

Done button to return check to member for them to sign.



e. If there is more than one check, complete this process for each check.6. Fill in:

a. Check Amount: $ amountb. Account Type: Credit Cardc. Account Number: Last four of credit card numberd. Memo: Complete CIF and last four numbers of credit card. Example: 00003822411234

CIF card number7. Click Done.

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8. Ask member if they have any other banking needs. If not, go back to TellerNow! ® to

complete the receipt.

9. Print receipt. (Include hold procedures on receipt if applicable).

10. Inform member they can take a survey by calling Hold/Survey Phone Number 844-206-1852 when the transaction involves a check.

Cash Deposit



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3. Start the transaction in Connected Teller® by following procedure OSS-013 Deposit

Processing in Connected Teller, Deposit to DDA or SAV steps 1 and 2.

4. Switch to TellerNow!® and click Cash Deposit icon. then choose the correct icon

a. No more than 15 – 20 bills should be placed into the Acceptor to avoid jamming the

machine.

5. Fill in Account Type, Account Number, Total Cash Deposit, and Cash Back. Ignore Sub and

Memo fields.

6. Go back to Connected Teller, complete steps 3 – 6.

6. Click Return Cash if necessary then Done.

7. Print receipt. Remember to use the memo balance found in Connected Teller.

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6.2 Cash Withdrawal

1. In TellerNow!®, click Scan ID to verify Member.


3. Process withdrawal using procedure OSS - 020 Cash Withdrawal from Transactional

Accounts in Connected Teller.

4. Switch back to TellerNow! ®

5. In TellerNow! ® click Cash Withdrawal icon.

6. Fill in Cash Amount, Account Type, and Account Number. Click Done. Ignore Sub Memo

fields.

7. Ask for signature because a transaction within the account is being processed – direct

member to the glass signature pad (refer to the picture of the correct ITM location).

8. Explain to member, “The machine dispenses $1, $5, $20 and $50. How would you like to

receive your money?”

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9. Fill the Request boxes with the total number of bills per denomination to dispense.

10. Click Next after the money is dispensed.

11. Click Next then Print to print receipt.

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12. Fill in the Balance section with the Memo Balance from Connected Teller ®. Click Next. Receipt will print to the member, Click Next.

13. Receipt will print to the member, Click Next.

14. Select Close Session when the member has completed their transaction.

6.3 Check Cashing




icon

a. No more than 15 – 20 checks should be placed into the Acceptor to avoid

jamming the machine.

b. Make sure each check is endorsed on the back. If necessary, click Reject button

then Done button to return check to member for them to sign.



e. If there is more than one check, complete this process for each check.

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4. Click the box Cash Check in the lower left corner.

5. Put check amount in Cash Back field.

6. Process the transaction in Connected Teller® by following procedure OSS-006 Check

Cashing in in Connected Teller.

7. Click Post.

8. Ask for signature since money is going out – direct member to the glass signature pad (refer

to the picture of the correct ITM location).

9. Explain to member, “The machine dispenses $1, $5, $20 and $50. How would you like to

receive your money?”

10. Fill the Request boxes with the total number of bills per denomination to dispense.

11. No receipt is needed when cashing a check.

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Cash Payment for Credit Card /Line of Credit



3. Start the transaction in Connected Teller® by following procedure OSS-004 Credit Card/Line

of Credit in Connected Teller.

4. Switch to TellerNow! ®.

5. Fill in:a. Cash Amount: $ amountb. Account Type: Credit Cardc. Account Number: Last four of credit card numberd. Memo: Complete CIF and last four numbers of credit card. Example: 00003822411234

CIF card number

6. Click Done

8. Print receipt.

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6.4 Receipt Printing /Balance Inquiry1. Verify using Member ID.

2. Look up in Connected Teller®.

3. Click Post button on right, F12, or Transaction dropdown at the top of TellerNow! ®

4. Read disclaimer on screen, click Yes.

5. Click Next. No signature needed.

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6. Click Print Receipt.

7. Fill in the Balance section with the Memo Balance from Connected Teller. Click Next.

8. Receipt will print then click Next.

9. Select Close Session when the member has completed their transaction.

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6.5 Transfer Funds Internally



3. Process transfer using procedure OSS- 108 Internal Account Transfers in Connected Teller.

4. Switch back to TellerNow! ®

5. Click Transfer icon.

6. Go to TellerNow ® and fill in amount From Account and To Account. Ignore Sub field.

7. Click Done.

8. Click Print to print receipt of transaction.

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6.6 Credit Card/HELOC/Loan Payment (transaction done as a Transfer)



3. Process transfer in Connected Teller® by following procedure OSS-108 Internal Account

Transfers in Connected Teller.

4. Click transfer icon in TellerNow! ®

5. In TellerNow!® fill in From Amount, Account Type, Account Number (full number) then To,

Account Type, Account number (last four of card number), and in Memo, CIF and last four

of card number). Then click Done.

6. Then have member sign because they initiated an account transfer.

7. Click Post in TellerNow!® to print receipt of transaction

8. Print payment amount on receipt

Important Note: During a session a teller should not ask for or input full 16-digit card numbers (PAN). If a member begins to give you their number, or input it on the screen through the 10 key or chat feature, you should immediately stop them. Full PANs must not be stored in the session history.

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7 Transactions using TellerNow! ® to Communicate with Member

Statement Printing1. Log into e-statement system (e-Delivery)2. Search for account by CIF3. Printable version link on right side 4. IM to Branch group a statement is being printed off Navy Printer for Member

CSV Inquiry1. Reset Pin

a. CATSb. Click “Post” to add phone number to receipt that Member needs to call

2. Check orderinga. Open Deluxe windowb. Ask for which account if there is more than one checking account. Verify address. Ask

how boxes needed. Single or duplicate checks?c. Send group IM to inform Branch Tellers Deluxe receipt will be printingd. Current rule applies: if time allows complete transaction with Member. If lobby busy,

submit order later.

Account Closure1. Verify using Member ID2. Close account in Connected Teller ®3. Special note on receipt stating closure of account: Action>Add Text to Receipt

Debit/ATM Card Servicing1. Verify using Member ID2. Open Citrix3. Use VISA CATS4. Special note on receipt stating phone number Member calls: Action>Add Text to Receipt

Fee Refunds1. Verify using Member ID2. Use Connected Teller ® to look for fee amount (no fee for Employees)3. Process in Aperio.4. No signature needed (no cash back)

Bank Letter1. Verify using Member ID in Connected Teller®2. Use Word document3. Print to Silver Printer4. IM Branch Teller a Bank Letter is being printed for Member on Blue Printer

Tax Forms1. CSR to print tax forms for Member.

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8 Member Experience Survey (added 9/14/2016)

We now have a survey with questions specific to a member’s experience using an ITM. The telephone number to this survey is now available to be printed on all ITM receipts. When printing an ITM receipt, there are 3 templates to choose from-one for the Deposit Hold Notice, one for the Survey Note and one for the Deposit Hold Notice and the Survey Note. To do this, select the applicable note from the drop-down in TellerNow® and select the “Print” checkbox. If the checkbox is not selected, the note will not print on the receipt.

Also, when you can, please start incorporating the survey into your member interactions to encourage members to participate in the survey. For example, when you’re instructing the member where the receipt is being dispensed or when you’re thanking the member and ending the session, you could also inform the member there is a telephone number on the receipt they can call to provide feedback about their experience today and stress to the member how much we value their feedback.

Below is some additional information about the survey. If there are any questions at all, please just let me know. Thanks!

Here is the new verbiage on the receipt:

“We want your feedback! Please call 844-206-1852 to answer a few short questions about your experience today.”

Here is a script of the survey for reference:

“Thanks for agreeing to take this survey. Using your touch tone phone, please rate the following three questions. You'll have the option of leaving comments at the end of the survey.”

1. On a scale of 1-5 where 1 means you’re completely dissatisfied and 5 means you’re completely satisfied; how would you rate your overall satisfaction with the Interactive Teller Machine?

2. On a scale of 1-5 where 1 means very difficult and 5 means very easy, how easy was the Interactive Teller Machine to use?

3. On a scale of 1-5 where 1 means very unlikely and 5 means very likely, how likely are you to recommend using the Interactive Teller Machine to a friend or colleague?

“If you wish to leave a comment, press 1 and tell us what we could have done better to improve your service experience today. Or press 2 to submit your survey.”

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9 End of Day Balancing

(To be completed at the end of your ITM shift only.)

Network Manager

1. Open Financial Reports tab at the top of the screen.2. Click “Daily Balance” in the right gray bar.3. Click the “Teller” button in the top gray bar.4. Click on your own name from the list of tellers on the left side of the white screen.5. Chose the correct start and end date of the report you wish to see.6. Click “View Reports” button in the top right corner in the gray bar.7. Move the gray scroll bar at the bottom of the screen to the right, and then click the link,

“Printer Friendly Version” to run the report.8. Choose “Blue printer” on fourth floor near ITM desks to print report.9. Print Daily Balance Report.10. On report, highlight:

Teller Cash In Teller Cash Out

Connected Teller

1. Sign into Connected Teller®. 2. Click check mark.3. Check that all information balances. 4. Print 2 teller total sheets.5. Staple 1 teller total to Network Manager Reports and give to whoever does vault balancing

at the end of the day. 6. The second teller totals go next to check scanner in the yellow bin.7. Make sure you add Checks Received and Checks Receive No Hold status and include the

calculator tape.

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10ITM Screen Presence Activity Directions: Discuss the importance of providing exceptional service to a bank member.

Objectives

Define the bank’s member experience goals. Explain how ITM video presence depicts professionalism and pleasantness. Describe how to ask a member to complete an ITM experience survey at the end of their

transaction.

Bank Member Experience Goals

Discuss the importance of providing exceptional service to a member by following the bank’s brand and values. Read together the list of bank brand and values, Core Values, and Performance Values.

Bank Brand and Values

Work efficientlyo Be clear and conciseo Be decisiveo Use resources effectivelyo Prioritize appropriately

Make it easyo Create hassle-free experienceso Be proactiveo Be accessibleo Be consistento Share knowledge

Take ownershipo Be the experto Own the member experienceo Do what you promiseo Set and manage expectationso Respond within 24 hours

Personalize the relationshipo Build trust and respecto Listen to understando Empathize with otherso Anticipate needso Be an advocate

Core Valueso We value peopleo We are member focusedo We act with honesty and integrityo We trust and respect each other

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Performance Valueso We have a bias for action and a passion for resultso We act accountablyo We value coaching and feedbacko We work as one teamo We have fun

Presence, Professionalism, and Pleasantness – use space to the right of the tips for notes.

Remember, appearance matters

Use caution with color

Avoid wardrobe malfunctions

No gum/food/drink

Wear modest jewelry

Few personal items

Strong Platform Skills

Practice good posture

Use your hands

Sparkly eyes

Remember to blink

Check camera angle

Talk to the camera

Remember to smile!

Essential voice and delivery skills

Breathe

Keep it conversational

Reboot

Hold that pose

Check camera angle

Pause when giving directions

Notes:

Scott, Stephanie. (2014). What You Don’t Know CAN Hurt You!: 12 On-Camera Presentation Tips. Retrieved from professionallyspeaking.net/on-camera-presentation-tips/

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ITM Screen Presence Checklist

Teller: _______________________ Observation Date: ____________________

Trainer: _____________________ Live Transaction or Role-play Transaction (circle one)

Directions: View dashboard transactions in Network Manager to rate the member experience, screen presence, and if you mentioned the member survey. Describe the member’s reaction to the using the ITM and how your screen presence added or detracted to the experience. Finally, check yes or no if you remembered to mention the Member Experience Survey.

Transaction Type

Member Experience Screen Presence

MentionedSurvey

Cash Deposit Yes □ No □

Check Deposit Yes □ No □

Cash Check Yes □ No □

Cash Withdrawal Yes □ No □

Transfer Yes □ No □

Credit Card or Loan Payment Yes □ No □

Cash Exchange Yes □ No □

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tellernow! ® initial set-up · web viewset up printers in connected teller®: at grandview, the...

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