Megan Naude 10/6/11 Psychology 482 Honors Option Paper #1- Job Analysis

We all deal with our own money on a regular basis; every time we purchase a cup of coffee, receive a paycheck, or invest in the stock market we are making decisions about what to do with the money that we have. For most people, making trips to a bank branch is an essential part of spending, receiving, and saving money. We interact with bank tellers who serve a wide variety of our needs as customers, and we trust that they possess the necessary knowledge, skills, and abilities to process our financial transactions without error. How should banks go about choosing these employees who handle our money and address our questions and concerns? The first step in addressing this question is to perform a job analysis on the position of a teller. For this job analysis I decided to use a hybrid approach instead of a work-oriented or worker-oriented approach. The literature suggests that while both the work-oriented and workeroriented approaches have advantages and disadvantages, the hybrid approach uses elements from both methods to create a comprehensive model of the given job (Sandberg, 2000). Spencer and Spencer (1993) suggest that the worker-oriented approach to job analysis focuses on worker competencies that are generic and can therefore be applied to an array of job situations. However, Jacobs (as cited in Sandberg, 2000) argues that these competencies may be too broad and generic, not providing enough concrete and specific characteristics of workers and their jobs. On the other hand, work-oriented methods identify very specific activities performed on a job, but the lists of tasks generated are not always sufficient enough to completely define the characteristics of workers (Sandberg, 2000). Thus, the hybrid approach, incorporating positive components of both other methods, is an appropriate model for this job analysis.

While performing the job analysis for the occupation of a bank teller, I followed a specific hybrid approach known as the Combination Job Analysis Method. This method uses input and ratings from subject matter experts to create a list of task statements and KSAOs (Brannick, Levine & Morgeson, 2007). First, I asked three different subject matter experts to come up with a list of task statements that describe what they are specifically required to do as part of their job. Additionally, I looked at job postings for bank tellers and came up with my own list of task statements from that information. I compiled these lists and combined similar statements to come up with a final list of about fifty task statements (Appendix A). I then gave this list to the same subject matter experts and asked them to rate how frequently they performed the task while on the job and how important the task was in relation to their job performance. Both of these criteria were rated on a five-point scale from lowest frequency or importance to highest. I then reviewed these scores and determined which tasks were generally recognized as being performed very frequently or having very high importance. Next, I used the Occupational Information Network (O*NET) to compile a list of general KSAOs that may or may not have applied to the teller job. I interviewed one subject matter expert and asked him which KSAOs he felt were necessary for a teller to have in order to perform the job well. After getting his input I compared the task statements and the chosen KSAOs to ensure that each KSAO was related to at least one frequently performed or important task and finalized the list (Appendix B). Finally, I grouped the task statements into categories and came up with definitions for each category based on information from O*NET. The strength of the method of job analysis that I used was the combination of task statements and KSAOs that I came up with. While the task statements covered what was specifically done on the job, the KSAOs conveyed the characteristics of a successful teller.

Approaching the job analysis from both a work-oriented and worker-oriented angle ensured that I created a complete model of the job. As suggested by Morgeson and Campion (1997), job analyses have many limitations. My analysis could have been skewed by social influence processes such as extremity shifts and conformity pressures. I took steps to prevent this by collecting my information from a variety of subject matter experts including a current teller, a teller supervisor, and former teller. I also collected the information from the subject matter experts individually, so there was no pressure to conform to what anyone else responded. Additionally, limitations in information processing could have occurred such as information overload. I tried to avoid this issue by giving the subject matter experts a generous amount of time to complete the tasks and ratings so that they did so with thought and care and did not feel rushed. Furthermore, biases in information processing can negatively influence the analysis. I made sure to create a simple document with clear and specific instructions for the subject matter experts to give their ratings on the task statements. By taking these actions, I hope to have substantially compensated for these limitations when conducting my analysis. Having completed the job analysis, I can make some conclusions about the job of a bank teller. According to the subject matter experts that gave me their input, the two most important and frequently performed aspects of a tellers job are the financial transactions and customer service. Most of a tellers time at work is spent dealing with customers who have financial needs such as depositing and withdrawing money from their accounts or cashing checks. In order to effectively process these transactions, tellers must have knowledge of the computer system used by the branch as well as mathematics for situations in which money must be quickly counted or added up manually. Because tellers have a high frequency of interaction with customers, possessing exceptional customer service skills are also essential to performing well on the job.

Tellers must have excellent active listening and speaking skills as well as speech clarity and speech recognition abilities. They must convey a true sense of compassion for others and a devotion to taking care of every customers needs. Being personable and extroverted is important for tellers as well because they must make their customers feel welcome to ensure customer loyalty. The job analysis that I completed may not necessarily apply to every bank teller. There are some limitations such as the size and location of the branch that may lower the generalizability of the analysis. I specifically looked at one particular branch that is small in comparison to other branches in the same company. This can limit the analysis because larger branches with a higher amount of daily customers may put more of an emphasis on the speed and accuracy of tellers in their financial transactions in an attempt to lower customer wait times, an aspect not considered highly important in the small branch. The location of the branch, a relatively safe area with a low crime rate, can also limit the analysis. Security is always a priority in banks but in urban areas with high crime rates it may be especially important for tellers to always remain aware of the activity occurring inside the branch and to know the signs of suspicious activity as well as the actions to take to prevent losses. It is less crucial that tellers in safer areas have these same skills. This job analysis gives an idea of what tasks tellers perform on the job as well as what characteristics are necessary to perform well as a teller. The analysis is the first step in the selection system process, and can serve as the basis for the design of all other selection tools.

Works Cited Brannick, M. T., Levine, E. L., & Morgeson, F. P. (2007). Job and work analysis: methods, research, and applications for human resource management. (2 ed., pp. 92-104). Thousand Oaks, CA: Sage Publications, Inc. Morgeson, F. P., & Campion, M. A. (2000). Social and cognitive sources of potential inaccuracy in job analysis. Journal of Applied Psychology, 82(5), 627-655. Sandberg, J. (2000). Understanding human competence at work: an interpretive approach. Academy of Management Journal, 43(1), 9-25. Spencer, L. M., & Spencer, S. M. (1993). Competence at work: models for superior performance. New York: John Wiley & Sons.

Appendix A Task Statements

Financial Transactions- Handling and transferring money between customers

and customer accounts. Providing means for customers to spend, transfer, or deposit money. Cashes customer checks and provides correct amount of money Processes loan payments made by customers using computer system Issues and redeems customers savings bonds Deposits business and personal checks into customers checking and savings accounts Processes money transfers between customer accounts Withdraws money from customer accounts upon customer request Retrieves and processes night deposits from night vault outside of branch Processes cash advances for customers Exchanges money for customers upon request Creates money orders for customers Creates and prints convenience checks for customers Creates cashiers checks for customers Cancels checks for customers upon request Sells travelers checks to customers Retrieves deposits from ATM for processing

Customer Service- Acting professionally and politely toward customers.

Assisting customers and addressing their questions and concerns. Greets customers in friendly and welcoming manner Monitors drive-thru window and provides prompt customer service to customers in drivethru Makes customer referrals to sales consultants for activities such as opening accounts, etc. Answers phones and addresses customer questions Escorts customers to safe deposit boxes in branch Resolves online banking issues by resetting pin numbers, user IDs, and passwords

Clerical Duties- Placing orders and performing general organizational duties in the
branch. Entering and updating information in bank computer system. Updates customers personal information in computer system Orders office supplies for branch as needed Maintains clean and organized workspace

Restocks deposit and withdrawal slips in lobby Prints bank statements with account information for customers Places personal check and deposit slip orders for customers Places orders for customer debit cards Orders foreign currency as needed by branch Activates and deactivates customer debit cards in computer system Refills ATM with cash as needed Checks account balances in computer system upon customer request Organizes daily work consisting of mail, deposit slips, checks, and payments for pick up by courier Receives and processes coin orders placed by businesses Performs currency transaction reports on transactions involving more than $10,000 cash Places holds on customer debit cards reported as stolen Places foreign travel notices on customer debit and credit cards upon customer request

Sales and Marketing- Selling and promoting bank products to customers.

Sells and activates Visa gift cards for customers Recommends and sells bank products to customers

Ensuring Security- Taking steps to prevent bank losses and security threats.
Arms and disarms security system when opening and closing branch Ensures that customers present valid and sufficient forms of identification Identifies red flags and suspicious activity and validates large bills accordingly

Ensuring Accuracy- Performing calculations and balancing bank machines and

equipments to prevent transaction errors. Confirming that customer information is given correctly on all checks and forms. Examines customer checks for correct endorsements and personal information Balances coin machine in branch to ensure accuracy Balances teller cash dispenser to ensure accuracy Batches ATM transactions to ensure accuracy of records Balances cash drawers to ensure that customer cash transactions were made correctly Batches work at end of the day by adding up all transactions from given day Maintains cash drawer and vault limits set by bank

Appendix B Knowledge, Skills, Abilities, and Other characteristics Knowledge Skills Active Listening Mathematics Reading Comprehension Speaking Writing Service Orientation Judgment and Decision Making Clerical Computers and Electronics Customer and Personal Service Economics and Accounting Mathematics Public Safety and Security Sales and Marketing

Abilities Other Extroversion Concern for Others Attention to Detail Agreeableness Patience Number Facility Oral Comprehension Oral Expression Problem Sensitivity Selective Attention Written Comprehension Speech Clarity Speech Recognition