For a lot of customers, the teller is the only bank employee they will ever actually talk to — which makes that one interaction the entire brand experience. This Arab British Fellowship Training Academy programme exists because of that pivotal role, treating the teller as the direct interface of the financial institution and the clearest signal of its service quality.

The programme equips participants with the knowledge and practical skills needed to work efficiently in an environment that demands accuracy, security and speed in every cash operation. It also builds the behavioural and professional side of the job: managing cash, dealing with customers, and handling sensitive situations professionally, in line with the highest banking standards.

It covers the essential concepts of cash management, the use of counting and detection devices, recognising counterfeiting and fraud techniques, sharpening report-writing skills, and responding professionally in emergencies.

What You Will Be Able to Do

• Fully understand the teller's duties and their importance within the institution.
• Count cash manually and electronically with speed and accuracy, and apply security procedures with confidence.
• Communicate effectively with customers under time pressure, and detect counterfeit currency while responding professionally to exceptional cases.

Who Should Attend

• New tellers in banks and financial institutions.
• Cash and treasury staff in large companies and exchange centres.
• Supervisors of cash operations and front-office services.
• Anyone building a career in the banking and financial sector.

Module 1: The Teller's Role and Daily Rhythm

• Understanding the teller's role within the banking and financial system, and why adherence to institutional procedures matters.
• Linking performance quality to trust in the workplace.
• The tools and methods used in the teller's daily work, handling cash accounts and routine transactions, and executing withdrawals and deposits to standard.

Module 2: Mastering Cash — Counting, Handling and Security

• Fast, accurate manual counting steps, plus using counting devices and their basic maintenance.
• Organising cash in the drawer, securing it through the shift, distributing and balancing it, and reconciling it at day's end.

Module 3: Spotting Trouble — Counterfeits and Fraud

• Security features of circulating currency, approved detection devices, and the correct response to a suspected counterfeit note.
• Common deception methods in cash transactions, early-warning indicators, and professional procedures for reporting suspicious cases.

Module 4: The Human Side of the Counter

• Listening and engaging positively with customers, and managing time and pressure during transactions.
• Staying calm with angry or stressed customers, keeping focus during peak hours, and correcting cash errors the right way.

Module 5: Closing the Day — Reports and Professional Conduct

• Preparing accurate daily cash reports, reconciling cash data, and coordinating with other departments for transparency.
• Honesty and integrity in handling cash, protecting banking confidentiality, and responding responsibly when errors or violations surface.