The Building And Testing Of Chinese Commercial Bank Tellers’ Competency Model

With the rapid development of market economy,commercial banks as thebackbone of China’s financial system,is playing an increasingly important role.As abank teller first line employees,their level of competence and service advantages anddisadvantages of the most direct,fastest and most obvious impact on customers andbanks.Although competency study abroad has more mature development,competencyresearch on commercial bank teller is almost blank.This article on how to build ourcommercial bank tellers’ competency model and testing.Literature research,model analysis and questionnaire method,firstly oncompetency and competency model theory analysis,based on this model and theonion extract the iceberg model theory of core ideas,according to these theories andviews on elements of competency teller collect and collate proposed and constructedof commercial bank teller competency"six force model."The model will teller"implicit" competence and "explicit" competence were summed and divided unity,six competencies include:moral values,career planning,relationships,imagestyle,attitude and professional skills.Then,on the basis of the six force model proposed hypotheses,and Industrial andCommercial Bank of Xiangtan City,Hunan Province,35outlets teller as an object,scale and questionnaire design,survey of the statistical data collation and analysisthrough the hypothesis testing,completed an empirical study.The studies show that:bank tellers’ six competencies that influence moralvalues,career planning,relationships,image style,attitude and professional skills ofteller performance significantly;there are significant differences in the level ofperformance of the teller competency;But demographic variables(gender,age,educationallevel,etc.)on the teller competence was not significant. China’s commercial bankteller paper constructed competency"six force model" not only for the teller’s owncapacity to improve the quality and enhance the performance of the work specifiedin the direction of China’s commercial banks to establish a more competency-basedmodel teller recruitment,selection and training,pay and benefits, performanceevaluation and comprehensive quality assessment and career planning provides anew approach and perspective.