SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

Occupational Certificate: Bank Teller 
SAQA QUAL ID QUALIFICATION TITLE
101673  Occupational Certificate: Bank Teller 
ORIGINATOR
Development Quality Partner - BANKSETA 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
-   OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Occupational Certificate  Field 03 - Business, Commerce and Management Studies  Finance, Economics and Accounting 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  49  Not Applicable  NQF Level 04  Regular-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  EXCO 0425/24  2018-07-01  2025-12-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-12-30   2029-12-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The purpose of this qualification is to prepare a learner to operate as a Bank Teller. A Bank Teller accurately processes customer deposits and encashments (physically and using electronic devices), cheques, transfers, credit card payments, money orders, certified cheques and other related banking transactions. They count money physically and electronically. They also minimise risk for bank and client by conducting all transactions according to appropriate banking procedures and by remaining vigilant about any suspicious behaviour. They know how to respond in cases of robberies and emergencies. They all do everything possible to ensure customer satisfaction.

A qualified learner will be able to:
  • Accept and process deposits and encashments.
  • Minimise risk for client and bank.
  • Achieve customer satisfaction.

    Rationale:
    The bank teller occupation is perhaps one of the most well-known banking-related occupations. Almost all South Africans who hold bank accounts have had direct dealings with a bank teller. They are, like the Bank Customer Services Clerk, at the frontline of the bank.

    Currently, banks and some private providers are training bank tellers using some unit standards from the existing Levels 2 - 4 banking qualifications:
  • National Certificate: Banking at Level 2 (ID 20183).
  • National Certificate: Banking at Level 3 (ID 20184).
  • Further Education and Training Certificate (FETC): Banking at Level 4 (ID 20185).
  • National Certificate: Banking at Level 5 (ID 61589).

    The existing banking qualifications at Levels 2 - 4 of the NQF do not have any Core unit standards. Learners are expected to complete the Fundamental unit standards and then choose from the electives those standards suitable to the career they wish to pursue. The range of electives in each of these qualifications covers a very large number of disparate banking competencies. It is difficult to identify what occupations in the banking sector the learners who go through these qualifications will enter. These qualifications do not directly produce bank tellers per se. It needs to be emphasised that banks require a national standard for the bank teller occupation. This qualification is focused on bank teller competencies.

    Typical learners are school leavers, Further Education and Training (FET) college graduates or workers who have been employed in the banking industry. Banks have different career pathways for those who enter their training programmes. Some start the learners off with a bank teller skills programme and then progress them to a bank customer services clerk and then onto higher internal organisational tiers. Other banks do it differently. The common trend is that the teller could move into supervisory positions, based on both experience and further qualification.

    The bank teller occupation, being one of the most central occupations in a bank, will contribute to the development of society by providing learners with significant opportunities. Learners will also benefit by completing other banking occupational qualifications being developed. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Recognition of Prior Learning (RPL):
    RPL for access to the external integrated summative assessment: Accredited providers and approved workplaces must apply the internal assessment criteria specified in the related curriculum document to establish and confirm prior learning. Accredited providers and workplaces must confirm prior learning by issuing a statement of result or certifying a work experience record.

    RPL for access to the qualification: Accredited providers and approved workplaces may recognise prior learning against the relevant access requirements.

    Entry Requirements:
  • Level 4 qualification with Mathematical Literacy. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification is made up of the following compulsory Knowledge and Practical Skill Modules:

    Knowledge Modules:
  • 421101000-KM-01, Workplace fundamentals, Level 4, 3 Credits.
  • 421101000-KM-02, The banking industry and banking rules and regulations, Level 4, 4 Credits.
  • 421101000-KM-03, Deposits and encashments, Level 4, 3 Credits.
  • 421101000-KM-04, Security at banks, Level 4, 2 Credits.
  • 421101000-KM-05, Customer service and satisfaction, Level 4, 3 Credits.
    Total number of credits for Knowledge Modules: 15.

    Practical Skill Modules:
  • 421101000-PM-01, Conduct bank teller operations, Level 4, 8 Credits.
  • 421101000-PM-02, Minimise risk in a banking environment, Level 4, 2 Credits.
  • 421101000-PM-03, Achieve customer satisfaction, Level 4, 3 Credits.
    Total number of credits for Practical Skill Modules: 13.

    This qualification also requires the following Work Experience Modules:
  • 421101000-WM-01, Processes to accept and process deposits and encashments, Level 4, 9 Credits.
  • 421101000-WM-02, Processes to minimise risk to client and the bank, Level 4, 6 Credits.
  • 421101000-WM-03, Processes to achieve customer satisfaction, Level 4, 5 Credits.
  • 421101000-WM-04, Meeting processes, Level 4, 1 Credit.
    Total number of credits for Work Experience Modules: 21. 
    		•

    EXIT LEVEL OUTCOMES 
    1. The ability to provide the correct answers to a range of questions formulated so as to assess factual, conceptual and procedural knowledge for the bank teller.
    2. The ability to perform bank teller operations.
    3. The ability to accept deposits.
    4. The ability to perform encashments.
    5. The ability to handle difficult customers. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcome 1:
  • The role, work environment and risks of a teller are described.
  • The importance of communication, the skills required to communicate with diverse people and the ways to overcome barriers to communication are explained and applied.
  • The regulatory framework relevant to a bank teller, and the Code of Banking Practice (CoBP) are explained.
  • The concept of money-laundering is explained and the different types of bank fraud are described.
  • The importance of ethical behaviour and confidentiality in the banking environment is explained.
  • The means of identification and the authenticity features of identification documents are identified and described and ways to deal with anomalies are explained.
  • The constituent elements of the bank teller workstation and the electronic equipment and devices used by a bank teller are identified and described.
  • The principles of accounting and balancing are explained and applied.
  • The types of instruments for deposits, the security and validity features of negotiable instruments and the security features of money are identified and described and ways to deal with anomalies are explained.
  • The types of instruments for encashments, the security and validity features of negotiable instruments and the security features of money are identified and described and ways to deal with anomalies are explained.
  • The ways of dealing with damaged notes and how to determine their value are explained.
  • The dynamics of bank robberies are described and the risks and contingency plans associated with robberies are explained.
  • The types of emergency situations are identified and ways to deal with them are explained.
  • Ways of dealing with suspicious behaviour and petty crimes are explained.
  • The different types of customers are described and ways of interacting with difficult customers are explained.
  • The process for the resolution of conflict is explained.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • Daily start-up, during the day and end of day procedures are demonstrated correctly.
  • Calculations are used to balance cash at teller workstation.
  • Procedures for finding balancing errors are used correctly.
  • Cash is handled according to bank procedure.
  • Damaged, old currency and counterfeit notes are handled according to bank procedure.

    Associated Assessment Criteria for Exit Level Outcome 3:
  • Cheques are scrutinised for validity and deviations are dealt with appropriately.
  • Communication with customer is appropriate and enhances rapport.
  • Knowledge of the security features of cash is demonstrated.
  • Deposit slips are dealt with according to bank procedure.
  • Deposits are processed correctly and according to bank procedure.
  • Supervisor is informed about unusual deposits, according to procedure.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Customer is identified correctly.
  • Communication with customer is appropriate and enhances rapport.
  • Security features of cash and negotiable instruments are checked according to procedure.
  • Supervisor is informed about unusual encashments, according to procedure.
  • Encashment is processed correctly according to bank procedure.

    Associated Assessment Criteria for Exit Level Outcome 5:
  • Listening skills are applied to establish customer's problems.
  • Customer is calmed or situation is defused to ensure resolution to the satisfaction of all parties.
  • Communication with customer is appropriate and enhances rapport.
  • Appropriate questions are asked to elicit information or clarify the nature of the problem.
  • Problems that are beyond the scope of a bank teller are escalated to relevant personnel.

    Integrated Assessment:
    Integrated Formative Assessment:
    The skills development provider will use the curriculum to guide them on the stipulated internal assessment criteria and weighting. They will also apply the scope of practical skills and applied knowledge as stipulated by the internal assessment criteria. This formative assessment leads to entrance into the integrated external summative assessment.

    Integrated Summative Assessment:
    An external integrated summative assessment, conducted through the relevant Quality Council for Trades and Occupations (QCTO) Assessment Quality Partner is required for the issuing of this qualification. The external integrated summative assessment will focus on the Exit Level Outcomes and Associated Assessment Criteria. The external assessment model requires that the external assessment will be conducted through a combination of written assessment and practical task at an accredited assessment centre. 
    		•

    INTERNATIONAL COMPARABILITY 
    The following countries were chosen for the comparability review, not only in terms of the similarity of their banking systems to the South African banking system, but also because of availability of information.
  • United States (US).
  • Canada.
  • Australia.

    United States:
    In general, the learner who seeks employment as a bank teller will need a high school Diploma or General Educational Development (GED) equivalent, be computer literate, have six months or more of customer services experience, and have six or more months of cash handling experience.

    They could consider taking a course toward the American Institute of Banking (AIB) Bank Teller Certificate, or seek a course at a local community college or an online course for bank tellers.

    The learner must complete the following courses:
  • Banking Today.
  • Business Etiquette.
  • Dealing Effectively with Co-Workers.
  • Effective Client Referrals.
  • Ethical Issues for Bankers.
  • Introduction to Relationship Selling.
  • Regulatory Compliance for Tellers.
  • Revitalizing Customer Service.
  • Today's Teller.

    In bank teller training, the learner will also be trained to deal with emergency situations, should the unlikely event of a robbery take place. Once they've gained employment with a bank, they will also go over their own emergency protocols to feel confident in handling themselves staying calm during the unlikely event of an emergency or robbery.

    Through a combination of formal classroom instruction and on-the-job training under the guidance of an experienced worker, tellers learn the procedures, rules, and regulations that govern their jobs. Banks encourage upward mobility by providing access to higher education and other sources of additional training.
    Some banks have their own training programs which result in teller certification. Experienced tellers qualify for certification by taking required courses and passing examinations.

    Kesdee in the US offers online training for Bank Tellers Training. It constitutes a library of thirteen courses, listed below:
  • Role of the Teller.
  • Checks and Check Handling - Part 1.
  • Checks and Check Handling - Part 2.
  • Processing Transactions - Part 1.
  • Processing Transactions - Part 2.
  • Handling Cash.
  • Cash Balancing.
  • Overview of Bank Services.
  • Bank Security.
  • Customer Service.
  • Marketing of Bank Services.
  • Electronic Banking.
  • Know Your Customer Guidelines.

    Canada:
    The Bay Street Banking Academy in Toronto offers a course for Retail Bank Teller Customer Service Representative. The course consists of the following modules:
  • Banking Industry Orientation.
  • Banking Business Structure.
  • Retail Banking Teller.
  • Code of Ethics.
  • Communication Skills.
  • Customer Service Excellence.
  • Customer Interaction.
  • Customer Interview and Needs Analysis.
  • Customer Problem Resolution.
  • Retail Banking Products.

    It is a 36 hour in-class training course.

    Australia:
    Open Universities Australia provides the following career advice for a bank teller.

    Duties and tasks:
  • Accepting bill payments and debiting the appropriate accounts as needed for customers.
  • Handling and counting money as needed for transactions.
  • Providing change or exact amounts related to banking needs.
  • Typing computer entries into a larger database to track all transactions.
  • Verifying identification and credentials of those who wish to make some form of monetary transaction.
  • Working with customers or perspective customers to meet banking needs.

    Skills required:
  • Computer skills are necessary for accessing, crediting, and debiting appropriate accounts.
  • Organisational skills are necessary to keep track of small and large amounts of money.
  • Salesmanship abilities are needed to entice new customers into using the bank in which one works.
  • Social skills are a must when working with the general public.
  • Strong numerological skills are necessary for counting money and making change quickly.

    While the courses for the actual training programme are not given, the skills give us an idea of the structure of training programmes.

    The Central Institute of Technology offers a Certificate IV in Banking Services is offered for those who wish to become customer services representatives. A customer service representative working in the branch office of a bank may assume the responsibilities of other workers, such as teller or new account clerk, as needed. They answer which consists of 6 modules which encompass 12 competencies.

    Client Relationships:
  • Establish client relationship and analyse needs.
  • Develop, present and negotiate client solutions.
  • Resolve disputes.

    Customer Service Skills:
  • Implement customer service standards.
  • Co-ordinate implementation of customer service strategies.

    Sales Skills:
  • Sell financial products and services.

    Workplace Skills:
  • Use business technology.
  • Manage personal work priorities and professional development.

    Industry Knowledge:
  • Apply principles of professional practice to work in the financial services industry.
  • Develop and maintain in-depth knowledge of products and services used by an organisation or sector.

    Participating in OHS:
  • Participate in OHS processes.

    Conclusion:
    This South African qualification resonates significantly with the bank teller qualifications from the United States and Canada. The competencies required by bank tellers in these two countries are very closely aligned with the competencies covered in the South African qualification. 
    		•

    ARTICULATION OPTIONS 
    Horizontal Articulation:
  • Further Education and Training Certificate: Banking, Level 4, SAQA ID 20185.

    Vertical Articulation:
  • National Certificate: Banking Level 5, SAQA ID 61589. 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    NOTES 
    Qualifying for external assessment:
    In order to qualify for an external assessment, learners must provide proof of completion of all required standards by means of statements of results and work experience.

    Additional legal or physical entry requirements:
    None.

    Criteria for the accreditation of providers:
    Accreditation of providers will be done against the criteria as reflected in the relevant curriculum on the Quality Council for Trades and Occupations (QCTO) website.

    The curriculum title and code is: 421101000: Bank Teller.

    This qualification encompasses the following trades as recorded on the NLRD:
    This is not a trade qualification.

    Part Qualifications
    None. 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.