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How to Manage the Decline of the Teller Role

The article below was one of the top 10 most-read articles at BAI Banking Strategies for 2014 With branch transactions in decline, banks need a multi-year strategy to retrench, reposition and reenergize some of their best frontline staff — the teller workforce. What do bank tellers, toll booth attendants and mail carriers have in common? Each group has provided decades of specialized manual service, yet is being steadily overtaken by technology alternatives and changing customer behaviors. ...

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