In approaching the question of what roles tellers are to play in our rapidly changing branch environments, I like to call the teller line the seller line.

In all the retail banking efforts I have participated in, teller referrals were the best predictor of banker sales productivity. Even in the age of on-line banking, tellers have the most "times at bat" -- opportunities to make contacts that ultimately result in product sales. Accordingly, teller job expectations have changed in many institutions.

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