Appraisal Task

Appraisal Task for a teller
Ameera Al Ansari

Job Description:
Title: Teller
Reports to: Supervisor for teller area
Based at: Commercial Bank
Job Purpose: To deal directly with customer’s cash needs (deposits, withdraws and other cash transactions)
Responsibility:
• Transfers money between banks and to other accounts
• Deposits cheques and payout cash
• Communicate – customer facing
• Currency exchange
• Paying bills
• Solves problems
• Balance their till
Working Hours: 7:30am – 3:00pm (Saturday till Thursday)
Goals and Objectives:
• Number of customers served per hour: 10 customers per hour on average
• No more than 5% errors in processing transactions
• Not receiving any complaints from customers about the level of service the teller offers
• To deal with problems in a timely matter, and avoid customers having to wait
• To attend all team meetings as required
• No more than 2% absences for general cases not including maternity leaves and bereavement.
Rewards on achieving targets and objectives:
• Bonus of 5% is given
• A day off is given for outstanding attendance record
• Overtime rewarded if applicable
• Employee recognition schemes (Employee of the month or year)
Assessment:
• Number of customers served per hour: 10 customers per hour on average - Achieved
• No more than 5% errors in processing transactions – Not achieved
• Not receiving any complaints from customers about the level of service the teller offers – Not achieved
• To deal with problems in a timely matter, and avoid customers having to wait - Achieved
• To attend all team meetings as required - Achieved
• No more than 2% absences for general cases not including maternity leaves and bereavement. – Not achieved
No more than 5% errors in processing transactions was not achieved because the employee had made errors in the computer system resulting in 7% errors in processing transactions. A recommended course of action for this situation would be an in house course training in using the computerized system from the IT department.
Not receiving any complaints from customers about the level of service was not achieved because there were several complaints about the employee’s manner in the way they dealt with customers. The course of actions would be for the employee to attend a customer service course.
No more than 2% absences for general cases was not achieved because the employee had 5% absences for general reasons not including maternity or bereavement. The course of action recommended would be that the employee would receive a verbal warning.
Goals for the next 6 months:
• Employee will have to attend customer service training within one month of the appraisal date
• Employee will have to attend IT systems training within one month of the appraisal date
• Over the next 6 months attendance must be within the guidelines set i.e. no more than 2% general absences