1 / 35

CUSTOMER SERVICE in BANKING

CUSTOMER SERVICE in BANKING. By: Doris Reins. OVERVIEW. Customer service could be considered the most important job in a bank. “The customer is always right!” This statement is true in every business.

aimon
Download Presentation

CUSTOMER SERVICE in BANKING

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CUSTOMER SERVICE in BANKING By: Doris Reins

  2. OVERVIEW • Customer service could be considered the most important job in a bank. • “The customer is always right!” This statement is true in every business. • One unhappy customer can taint the reputation of a business by telling everyone they know about their bad experience. • Good customer service people are a valuable asset to any business

  3. How Does This Apply to Banking? • All banking customers will come in contact with at least one of the following customer service positions: • BANK TELLER • NEW ACCOUNT REPRESENTATIVE • LENDING REPRESENTATIVE • BOOKKEEPING REPRESENTITIVE

  4. PART 1 BANK TELLER

  5. A bank teller is… • Considered a "front line" in the banking business. • The first person a customer sees • Most likely to detect and stop fraudulent transactions • Required to be friendly and interact with the customers • Provide information about customers' accounts and bank services.

  6. EDUCATION & TRAINING • High school diploma • Background check. • On the job usually • Occupational Outlook Handbook, 2010-11 Edition

  7. Job Prospect • FAVORABLE • Especially part-time positions Occupational Outlook Handbook, 2010-11 Edition

  8. EARNINGS • Median annual wages: $23,610 • (May 2008) • Occupational Outlook Handbook, 2010-11 Edition

  9. Bank Teller: Responsibilities • The role of a bank teller requires organizational and time management skills. • The duties and responsibilities are wide in scope. • The following slides will give you a glimpse into the everyday tasks of a bank teller.

  10. Bank Teller: Cashier • Prepare deposit slips • Cash checks • Verify endorsements • Tender cash • Balance cash drawer

  11. Bank Teller: Distributor • Issue cashier’s checks • Savings bonds • Money orders • Traveler’s checks • Bank drafts • Cash advances

  12. Bank Teller: Helper • Facilitate usage of safe deposit boxes • Respond to balance inquiries • Transfer funds between accounts

  13. Bank Teller: Security • detect and report counterfeit money • conduct customer identification procedures

  14. Bank Teller: Sales • Recognize customer motivation and buying behavior • Implement sales promotion, selling and service distribution components of bank’s marketing plan

  15. PART 2 NEW ACCOUNTS REPRESENTATIVE • a.k.a Customer Service Rep.

  16. A new account representative…. • Have good communication, verbal communication and listening skills and problem-solving skills • Able to work independently • Respond to customer inquiries and make sure problems are resolved. • Handle complaints in accordance with bank policies. • Fix problems or suggest solutions.

  17. EDUCATION & TRAINING • Most require a high school diploma. • However, because employers are demanding a more skilled workforce, some customer service jobs now require associate or bachelor's degrees. • High school and college level courses in computers, English, or business are helpful in preparing for a job in customer service. • Bi-lingual is a plus. • Occupational Outlook Handbook, 2010-11 Edition

  18. JOB PROSPECT • Favorable • They make up a large proportion of bank employees • Occupational Outlook Handbook, 2010-11 Edition

  19. EARNINGS • Median Earnings (as of 2008) = $27,995 • Occupational Outlook Handbook, 2010-11 Edition

  20. Customer Service Rep.:Records Keeper • Record customer information • Issue customer signature cards for accounts • Issue safe deposit box.

  21. Customer Service Rep.:Sales • Analyze customer needs • Recognize customer motivation and buying behavior • Implement sales promotion • Selling and service distribution components of bank’s marketing plan

  22. PART 3 • LOAN OFFICERS

  23. A loan officer… • is an important customer service representative for any financial institution. They have the task of finding potential clients and helping them to apply for loans. • They usually specialize in commercial, consumer, or mortgage loans. • And they guide clients through the process of applying for a loan.

  24. Education& Training • Loan officers need a high school diploma and receive on-the-job training. • Commercial loan officer positions often require a bachelor's degree in finance, economics, or a related field. • Previous banking, lending, or sales experience is also highly valued by employers. • Occupational Outlook Handbook, 2010-11 Edition

  25. JOB PROSPECT • AVERAGE • Employment growth will be driven by economic expansion and population increases. Occupational Outlook Handbook, 2010-11 Edition

  26. EARNINGS • Median annual wages were • $54,700 in May 2008.

  27. Loan Officer: Marketing • Recognize customer motivation and buying behavior • Implement sales promotion, • Selling and service distribution components of bank’s marketing plan

  28. Loan Officer: Decision Maker • Analyze best loan alternative for customer • Obtain written loan application and credit report • Evaluate collateral • Approve/deny loan application • Obtain required signatures • Disburse loan funds

  29. PART 4 • BOOKKEEPERS

  30. A bookkeeper… • handles all financial recordkeeping. • posts debits and credits, produce financial statements, and prepare reports and summaries for managers. • also prepares bank deposits. They verify and balance receipts. • sends cash and checks also may handle payroll and make purchases • might prepare invoices and keep track of overdue accounts.

  31. EDUCATION & TRAINING • at least a high school diploma. • often required to have an associate degree. • Business or accounting degrees are most common. • a bachelor's degree is rarely required, but can be helpful when it comes to advancing. • certification in bookkeeping is also a plus.

  32. JOB OUTLOOK • AVERAGE • Jobs will be more available as the economy grows. • Other positions will be available as people retire due to the constant need for bookkeepers.

  33. EARNINGS • $32,510 • Average earnings as of May 2008

  34. Bookkeeper: Behind the Scene • Post and balance general ledger • Process stop payments • Prepare bank statements • Process NSF’s (non-sufficient funds) • Encode transactions • Transmit proof data to processing center • Prepare balance settlement • Process return items

  35. Bookkeeper: Customer Contact Assist customer with account reconciliation A bookkeeper will sometimes act as a teacher by helping customers learn how to reconcile a check register in order to keep a good checking record which will help in keeping a good credit rating.

More Related