Scaling Teller Training Across 500 Branches with SymTrain

A leading financial services company adopted SymTrain to modernize training across all 500 of its retail branches. The goal was to help tellers feel more confident during customer conversations, improve rapport-building skills, and practice handling everyday banking scenarios. By leveraging SymTrain’s Training Plans feature, the company was able to roll out a new 8-week training program that not only introduced a new system but also standardized teller readiness nationwide. 

The Challenge

The company faced several pressing challenges: 

• Nationwide Rollout: Introducing a new core banking system across 500 branches required consistent, scalable training. 
• Customer Confidence: Tellers needed to feel comfortable navigating the new system while maintaining strong rapport with customers. 
• Visibility into Training: Leaders needed branch- and assignment-level reporting to ensure all employees were progressing at the right pace. 
• Device Flexibility: Training needed to be accessible on both in-branch computers and portable tablets. 

Without a scalable, trackable, and engaging solution, the company risked inconsistent adoption, longer customer wait times, and a decline in satisfaction during the system transition. 

The Solution

The company deployed SymTrain’s Training Plans to create a structured, phased approach to teller training. 

Key steps: 

• Customized Training Plans: Built 8 weeks of simulations covering common customer interactions such as deposits, loan inquiries, fraud alerts, and account troubleshooting. 
• Device Versatility: Enabled access across desktop computers in branches and tablets for portable learning. 
• Reporting & Insights: Leveraged assignment-level reporting to track teller progress at both branch and corporate levels. 
• Practice-First Approach: Each teller completed multiple simulations per week, building confidence through repetition and real-world scenarios. 

On average, tellers completed 45 simulations each during the 8-week program.

The Results

The new training structure improved teller efficiency, reduced customer transaction times, and significantly boosted customer satisfaction scores during the system transition. 

By deploying SymTrain across 500 branches, this financial services company successfully navigated a large-scale system rollout while improving teller performance, confidence, and customer satisfaction. SymTrain’s Training Plans provided structure, accountability, and scalability, ensuring that every teller was prepared to deliver a smooth experience to customers.