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.

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

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

PART 1BANK TELLER

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.

EDUCATION & TRAINING

High school diploma Background check. On the job usually

Occupational Outlook Handbook, 2010-11 Edition

Job Prospect FAVORABLE Especially part-time positions

Occupational Outlook Handbook, 2010-11 Edition

EARNINGSMedian annual wages: $23,610

(May 2008)

Occupational Outlook Handbook, 2010-11 Edition

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.

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

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

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

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

Bank Teller: Sales Recognize customer motivation and buying

behavior Implement sales promotion, selling and service

distribution components of bank’s marketing plan

PART 2

NEW ACCOUNTS REPRESENTATIVE

a.k.a Customer Service Rep.

A new account representative….

Have good communication, verbal communication and listening skills and problem-solving skills

Able to work independentlyRespond to customer inquiries and make sure problems are resolved.

Handle complaints in accordance with bank policies.

Fix problems or suggest solutions.

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

JOB PROSPECT Favorable They make up a large proportion of

bank employees

Occupational Outlook Handbook, 2010-11 Edition

EARNINGS Median Earnings (as of 2008)

= $27,995

Occupational Outlook Handbook, 2010-11 Edition

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

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

PART 3

LOAN OFFICERS

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.

Education& TrainingLoan 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

JOB PROSPECTAVERAGEEmployment growth will be driven by economic expansion and population increases.

Occupational Outlook Handbook, 2010-11 Edition

EARNINGS Median annual wages were

$54,700 in May 2008.

Loan Officer: Marketing Recognize customer motivation and buying

behavior Implement sales promotion, Selling and service distribution components of

bank’s marketing plan

Loan Officer: Decision MakerAnalyze best loan alternative for customerObtain written loan application and credit

reportEvaluate collateralApprove/deny loan applicationObtain required signaturesDisburse loan funds

PART 4

BOOKKEEPERS

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.

EDUCATION & TRAININGat 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.

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.

EARNINGS $32,510

Average earnings as of May 2008

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

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.