Teller and Financial Services Skills (TFS)
A window into video-based assessment
The following video simulation is typical of situations found in TFS.
Components of Work Readiness
The following table presents a way of thinking about the knowledge, skills and abilities required of any position. It identifies the three sets of competencies required for success in the workplace. LRI’s expertise is in behavioral – or soft skill – competencies.
Bank Teller/Financial Services Skills (TFS) is an industry-validated and video-delivered soft skills assessment program. TFS measures the competencies required by employers for jobs in banking and financial services. The program identifies both the competencies and the developmental needs of individuals assessed. When skill development is suggested, strategies are identified to support the attainment of those skills. Because of its validity, TFS is used in support of hiring and promotion decisions. Hundreds of thousands of people have been fairly and effectively assessed by TFS.
TFS skill sets measured include:
- Customer Relations
- Soliciting New Business
- Identifying Customer Dissatisfaction
People being assessed are also asked to compare sets of checks and deposit slips, reporting the number of errors they observe. In several exercises, individuals compare two columns of numbers and, under time pressure, identify how many pairs of numbers don't match.
The Competencies Measured by TFS and a process to determine which competencies are of greatest importance to local employers appear here. How this process enables workforce professionals to better serve employers is outlined here.
Developing TFS soft skills
- The TFS Feedback Report, which is the basic product of LRI’s assessment process, clearly identifies soft skill strengths and provides suggestions for creating individual or group Development Plans to address deficits.
- LRI-provided Implementation Training and Development (ITD), prepares staff to create Individual Development Plans for assessed workers, integrate soft skills into courses/workshops, interact with employers and more. ITD ensures that workers/learners and their managers/instructors are in agreement as to developmental activities; managers receive practical, hands-on experience that enables them to help workers develop soft skills over time.
- A Discussion Guide (click here for excerpts from the Guide) that can be used in support of development is available; it provides situations that can be discussed in classes or workshops led by workforce professionals. Guidelines for the facilitators/teachers ensure their familiarity with what employers consider to be best – and least effective – practice.
- Tools are provided to support supervisors, mentors and others build individuals’ soft skills post-employment and during internships, apprenticeships or subsidized work experience.
- An additional Report, the Interview Guide, supports employers who interview the individual; it can also be used to identify specific inconsistencies in the individual’s skill levels.
TFS Content and Delivery Information
TFS is available for delivery over the Internet and via DVD. It takes an hour to complete TFS, which is comprised of these areas: Problem Solving and Decision Making, Customer Focus, Sales, Attention to Detail and Math. The breakdown of sections follows:
- Interactive (1 practice, 10 situations)
- Transaction Processing (1 example, 10 questions)
- Math (1 practice, 11 questions)
The video is recorded in English and Spanish; open captioning in English is available.