For two years I worked in a branch for one of Australia’s major banks firstly as a teller and then a Personal Banker. In a country where bank bashing is the norm I found these roles quite challenging at times. You have to be able to deal with a range of emotions of your customers and try and not take it personally when someone is having an angry rant.
Trust me, I understand the frustrations because what people tend to miss is that I am a customer as well, I am bound by the same policies, procedures and fees as everyone else.
What Staff are trained on?
Branch staff go through extensive training to make sure they are compliant not just with the Bank’s own policies/procedures, but to make sure they are also compliant with the Government regulations. There are stiff rules on what can be asked and what advice can be given to customers.
Customer Service First
The role of staff is to help you with your needs, whether this is finding a way to achieve buying your dream home, paying off debt or even simple things such as changing your address. The satisfaction that you get by helping people achieve their goals or get ahead can compare to nothing else. This is the reason that staff may be asking you questions about your finances or what kind of products you have with other institutions-they are trying to find the best ways for you to make more from your money.
Not everyone upholds the banks values
In my own mind the most important role of branch staff is customer service. Every customer is to be treated as an individual and just giving a smile to someone can go a long way! However let’s be frank about it, every staff member has weekly and monthly targets that they are required to achieve and they are under a lot of pressure to reach these-so much so that is the reason I decided to move into another area of the bank.
Give Personal Bankers a go
So next time you are in a branch (whichever bank it may be) give them a fair go and at least listen to what they have to say. The onus is on you also to make sure you understand what you have and what conditions apply to it.
Most of us do not even think about reviewing our banking situation but I recommend doing this at least every couple of years, especially if your circumstances change such as buying a home or having a child. The point is to make sure you and your families have the most suitable products, which you can afford and which will protect your futures.