1. Responsibilities of the lobby manager

1. Accepting customer consultation, problem explanation and demand registration at outlets, and guiding customers to handle business.

2. Be responsible for customer identification, effectively channel and divert customers, and maintain the normal order of business premises.

3. Actively market our financial products and services to customers.

4. Identify potential high-quality customers in time and actively expand into VIP customers of the Bank.

5. Make use of the lobby service position to collect market information and customer information extensively, fully tap key customer resources, establish a customer resource information book, record key customer service information, and establish long-term and stable relations with key customers in an appropriate way. Regularly summarize and analyze market information, customer information, customer needs and customers' opinions on product marketing and quality service of this outlet, put forward suggestions for improvement, and report to the person in charge of the personal department and outlet regularly (report at any time in case of major problems).

6. Be responsible for handling complaints and disputes in the business premises and responding to emergencies. Maintain normal business order, pay close attention to the dynamics of business premises, report abnormal situations in time, and safeguard the funds and personal safety of banks and customers.

7. The lobby manager is the first person responsible for the management and maintenance of self-service equipment in outlets. He is responsible for monitoring the operation of self-service equipment, reporting problems in time, actively marketing and guiding customers to use machines correctly.

8. Be responsible for environmental sanitation supervision in the lobby of outlets.

9. Be responsible for the placement and maintenance of outlets' signs, interest rate boards, publicity boards, billboards, suggestion books, publicity materials and convenience facilities.

11, responsible for the reception of VIP customers, do a good job of customer service.

Second, the work content of the lobby manager

1. Make all the preparations before business.

(1) Check whether the counter and single pen can be used normally and whether all kinds of documents are complete and sufficient.

(2) check whether the paging machine, self-service equipment and electronic display screen are operating normally and whether the 95599 self-service telephone line is unobstructed.

(3) check whether the posters and exhibition stands are correctly placed according to the regulations, and whether the variety and quantity of folding pages are complete.

(4) check whether the drinking water of the drinking machine needs to be replaced and whether the water cups are sufficient; Whether the customer's seat is damaged; Whether the fire-fighting equipment is placed in compliance.

(5) check whether the contents of the notice board are out of date and need to be updated; Check customer suggestion book and suggestion box.

(6) check whether the lobby, reception desk and front of outlets are clean and tidy.

(7) check whether the office supplies (business card, lobby manager's work log, customer demand register, product manual, etc.) are complete.

2. In business, work actively and politely.

(1) greet customers entering and leaving the outlets warmly and civilly. From the moment the customer enters the door, the lobby manager should take the initiative to greet the customer.

(2) identify, divert and guide customers. The lobby manager guides customers to take the number and choose the trading channel (counter, self-service equipment, telephone banking) to handle business by actively asking customers' needs; Guide customers to fill in documents and guide customers to wait in the waiting area.

(3) The lobby manager should take the initiative to patrol. For customers in the waiting area, the lobby manager should take the initiative to ask customers if they have browsing needs such as drinking water, books, newspapers and magazines; Take the initiative to introduce our financial products, hand over relevant promotional materials to customers and give further in-depth explanations to interested customers.

(4) When answering the customer's business consultation, you should be fluent in language, clear in articulation, smiling, patient and meticulous. During the conversation, carefully observe the customer's behavior, listen carefully and record the customer's opinions and needs, get customer information from them, and find potential high-quality customers.

(5) The lobby manager should strive to expand the potential customers and recommend our VIP service to them. Introduce the potential customers found by yourself or the counter staff to the personal account manager in time, and explain the customer's needs, and the account manager will communicate with the customers separately to make them become VIP customers of the Bank. For those who do not accept our VIP customer service for the time being, they should deliver business cards to customers. If customers are willing to provide information such as name, contact number and contact address, they should carefully record it and immediately notify the account manager to do a good job in follow-up marketing services.

(6) VIP customers should show their VIP cards and guide them to the VIP service area or VIP window when handling business at outlets. If the above business is not completed and the customer cannot handle the business immediately, he should guide the customer to the VIP lounge, ask the customer to wait for a while, provide tea, magazines, etc., take the initiative to introduce our financial products, hand over relevant promotional materials to the customer, and give further in-depth explanations to interested customers. After the VIP customer business is completed, the lobby manager should ask if there are any other needs and give assistance. When customers leave, they should walk to the door and say goodbye to them.

(7) do a good job of patrolling the use of hall facilities, and find and eliminate hidden troubles in time.

(8) Effectively divert and divert customers, and guide customers who make inquiries, make small withdrawals or pay fees to handle business with self-service equipment, so as to relieve the pressure on the counter.

(9) In case of disputes, you should immediately come forward to dissuade them, investigate the reasons, handle customer criticisms quickly and properly, avoid disputes, resolve conflicts and reduce customer complaints.

(11) customers who are in urgent need of help in handling business or elderly customers who are older and have difficulty in moving should be arranged in the "green channel" in advance according to the situation.

(11) Establish the Lobby Manager's Work Log, record the unexplained questions raised by customers in time, pay attention to checking the customer's registration requirements, and feed back information to customers in time.

(12) Suspicious personnel who stay for a long time without reason should come forward to ask the reason and persuade them to leave. On the premise of ensuring personal safety, we should appease and stabilize the lawless elements who stir up trouble and prompt colleagues to call the police in time.

3. After the business is over.

(1) check the operation of the hall equipment.

(2) turn off the power of electronic display screen, water dispenser and other equipment.

(3) check the customer suggestion book and suggestion box, handle the customer's comments and suggestions in time, and provide feedback to the customers who provide contact information after being approved by the superior.

(4) fill in the lobby manager's work log, summarize the service situation of the day, analyze and report the information of key customers and market trends.

I hope I can help you.