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Teller Training: Making Successful Referrals

October 22nd, 2013 9:00 AM – 4:00 PM

Two-for-one pricing:   Register one person at regular price, register a second person at no charge!  


This class is designed for credit union tellers who need to be introduced to making successful referrals. 

The day-long class will contain the following elements:

  • How referrals are a part of providing great service
  • Identifying member needs
  • Confirming member needs
  • Making introductions to the MSR/FSR
  • Member transaction cues
  • Member activity cues
  • Member verbal cues
  • Member nonverbal cues
  • Action plan and commitment for back on the job

This class will provide tellers with the confidence and the acumen to have better conversations with their members.  Your credit union probably has a great reputation for service with your membership, but if you’re like other credit unions, you don’t attract or retain your fair share of the wallet. 

With tellers handling about 85% of the transactions in a branch, it’s critical that they are adept at helping your members see the value in using your services to achieve their financial goals and objectives. 

Research indicates that one of the most critical strategic objectives for banks is to focus on increasing their level of service.  As banks chip away at that credit union advantage, credit unions will need to chip away at the banks’ advantage of uncovering needs and capturing business from our members.   

This teller training is the first step in providing a needs-based sales and service culture in your credit union.

Nick Koumentakos serves as Chief Services Officer for the Maryland & DC Credit Union Association focusing on the association’s Signature Events, Training, and Strategic Partnerships.

Prior to joining the association, Nick led the Sales & Service activities in the Mid-Atlantic for a top 10 financial institution. Nick partnered with a cross-functional team in developing the process that reduced new member attrition and increased and accelerated new member adoption of products and services. In addition to growing share of the wallet and service satisfaction, Nick also managed the sales training and coaching function. A certified coach, trainer and instructional designer Nick is adept at introducing practical and repeatable behaviors to help turn inconsistent performance into consistently higher results. With more than 25 years of sales and service experience, Nick brings contagious passion for excellence to all of his participants.

8:30 a.m. - Signing in, networking, light breakfast
9:00 a.m. to 4:00 p.m. - Training
Lunch is provided. 

Tuition Reimbursement – New Asset Ceiling Eligibility!
Maryland and D.C.-based credit unions with up to $150 million in assets may be eligible for up to 75% educational reimbursement from the Credit Union Foundation of MD & DC. For details and an application, visit contact Training Director Diane Pinter, dpinter@mddccua.orgor 443-325-0779.


MD & DC Credit Union Association
8975 Guilford Road
Suite 190
Columbia, MD 21046

Event Info


October 22nd, 2013 9:00 AM – 4:00 PM


MD & DC Credit Union Association
8975 Guilford Road
Suite 190
Columbia, MD 21046


Phone: 443-325-0772

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