This 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 current competencies and the developmental needs of individuals. 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 effectively assessed by TFS.

Banking and Financial Service skill sets measured include:

• Customer Relations
• Soliciting New Business
• Judgment
• 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.

Finally, in an optional unit, financial services math problems assess the basic "numeracy" requirements of the bank teller position.

This soft skills assessment technology helps employers, trainers and educators determine if people have the skills needed to effectively address the following kinds of situations:

• Handling transactions accurately, without careless mistakes
• Dealing with irate or angry customers
• Keeping customer information confidential
• Accepting assignments that are "not my job"
• Deciding when to bring in a manager to help resolve a situation

Competencies Measured

TFS measures the following competencies that employers have identified and validated as critical for success in teller and financial services positions:

• Dealing with irate or angry customers
• Maintaining confidentiality of customer information
• Initiating action on problems or requests, rather than simply referring them to the supervisor
• Generating sound and logical solutions for dealing with problems or unexpected occurrences
• Interacting with customers and others in a polite and courteous manner
• Identifying services and products most suited to the expressed needs of customers and prospective customers
• Presenting the features and benefits of services and products to customers or prospective customers in order to influence their purchase decision
• Reviewing transaction items presented by customers to ensure the items are acceptable for processing (e.g., signature matches name on account, numeric dollar amount matches written dollar amount, etc.)
• Determining which problems or issues should be handled by oneself rather than referred to a supervisor
• Applying policies and procedures to the individual situations of customers
• Reviewing and scrutinizing one's own work (e.g., attending to detail, avoiding careless mistakes, etc.)
• Interacting with customers to resolve service or product complaints
• Initiating action to dissuade customers from closing accounts, switching to a competitor, etc.
• Establishing priorities for one's own work activities when faced with competing work demands
• Performing activities that require the application of basic mathematical skills (e.g., adding checks to verify amount of total deposit, etc.)
• Explaining policies and procedures to customers and prospective customers
• Identifying selling and cross-selling opportunities when interacting with customers or prospective customers
• Questioning customers or prospective customers in order to accurately determine the products or services best suited to their needs
• Handling problems or tasks that are not one's own direct responsibility (e.g., refraining from taking a not-my-job posture; is proactive in dealing with problems or difficult customers rather than simply passing them on to others, etc.)
• Interacting with co-workers to resolve operational or service problems

TFS Content Information

The TFS assessment tape contains 74 minutes of video during which the viewer responds to these work-related questions: 26 interpersonal situations; 10 questions dealing with transaction processing; 15 number-match questions; and, 10 math problems. This tape is recorded in English and Spanish; English open captioning is available.

For additional information about TFS click here:

• For an example of a TFS Applicant Feedback Report
• For an example of a TFS Incumbent Feedback Report
• For an example of a TFS Group Report
• For an example of a TFS Interview Guide

For additional information, please contact: