Case Study – U.S. Bank

Situation

High and increasing Teller turnover rates leading to increased costs
No prior efforts to address retention

Approach

Conducted study to identify causes
- Obtained data from current and past Tellers and management
Made recommendations to address primary turnover causes identified

✓ Efforts to reduce turnover incorporated in HR processes from recruiting to training to day to day management of tellers

✓ 9 candidates hired to date