Summary of Bank Lobby Clerk's Work 1
One year has passed. Looking back on the past year, I have worked in both the lobby manager and the cash counter for some time, and I have gained a lot and learned a lot in different positions.
first of all, in the past year, my position as a lobby manager has made me more deeply understand that as a hall worker, I need not only to market customers, but also to maintain the order in the whole hall, so that every customer can reduce their waiting time as much as possible and do a good job of service for them more efficiently, which requires making full use of every employee, every equipment and even every publicity leaflet in the hall, and only division of labor and cooperation. Only in this way can every link in the lobby run naturally and smoothly, can our customers get efficient service without marketing our products, and can they get customers' recognition and praise more perfectly.
The lobby manager is an indispensable post connecting the preceding with the following. It plays the role of uploading and distributing. In this post, we have to do not only immediate marketing and services, but also many marketing and maintenance outside the hall. We need to know the family situation, fund allocation and even hobbies of each VIP customer, because only by understanding these can we better serve customers and better retain customers, and we want to achieve customer retention. We need our usual care and accumulation to collect customer information bit by bit through chatting and our system. Only with a deep understanding can we freely market and maintain our VIP customers.
Secondly, in the cash position, because of the launch of the intelligent teller machine, many businesses have been registered outside the counter, and these businesses have basically been learned and registered by the lobby manager, so most of the time what we need to do is to complete the business that customers need to handle quickly and efficiently. For customers that the lobby manager can't solve, our front desk can provide secondary marketing services to customers while handling the business, and all this requires the tacit cooperation and division of labor between the lobby manager and the front desk teller.
finally, I have learned a lot from different positions, and I have also discovered my previous shortcomings. The maintenance of a customer is not only the handling of business, but also the marketing of business and the excavation of potential value. Only by letting customers recognize our bank and let their funds stay in our bank for a long time can a business be successfully handled. I believe I will improve myself and make further progress in business and marketing in the new year.
Summary of the work of the bank's lobby staff 2
This year, under the correct leadership of the branch party committee and the careful guidance of the provincial bank's operation management department, the Bank's operation management has continuously improved the assessment rules, standardized management, strengthened training, enhanced the assessment, accelerated the implementation of centralized authorization, centralized operation and centralized reconciliation; Actively set up an operation management organization system, implement business process reengineering, consolidate the foundation of operation management, continuously strengthen the management and control of business operation risks, further optimize the standardized operation of network operation processes, and truly implement various internal control management systems. At the same time, we established and improved operational rules and regulations, adhered to multi-strategies of quality control, risk management and assessment, and formulated and improved the assessment methods for centralized reconciliation management and the implementation rules for operational assessment. Thanks to these efforts, the Bank's operating performance has also been improved to a certain extent, and the ranking of operating and management performance of branches in the province has also made great progress compared with previous years.
Although the management has been improved and the achievements have been improved, there are still many shortcomings in operation management. First, the implementation of the system is not in place. Individual supervisors and tellers don't have a strong sense of risk prevention, and sometimes the system implementation is not in place because of convenience and habit in business operation. Product pricing is carried out at the counter, and tellers are highly motivated to the pricing business, but they are only tired of dealing with special business, and the business processing efficiency is low, even shirking. Second, there is no full-time lobby manager. In the lobby of the bank, the manager is an extremely important position. There is a saying that "win in the lobby". Because the work of the lobby is not only to guide customers to fill in the form, but also to market our products to customers. The lobby manager is a member of the management team of a business outlet. He should manage the lobby of the business outlet. When customers are dissatisfied with our service and get excited, the lobby manager should play a role in relieving customers' emotions. When there are many customers, the lobby manager should guide customers to handle business in an orderly, faster and more convenient way. Not only that, but also the lobby manager should play the role of an investigator. During the daily business period, there will be many customers coming to the lobby to handle all kinds of business. During this period, the lobby manager should also pay attention to observing whether there are any customers with strange behaviors in the lobby to prevent customers from being defrauded by criminals and pyramid schemes.
Now the lobby staff of our bank are some part-time college students. First, it is difficult to manage the staff changes in the lobby, and without formal training, the awareness of risk prevention is not strong, and the business knowledge is not solid, which leads to misleading and teaching the wrong customers, making customers feel that our staff are unprofessional and lose trust in our bank, resulting in customer loss. Second, part-time college students, after all, temporary workers are not formal employees of our bank, and they will inevitably come into contact with a lot of internal information about our bank or some customer information in their daily work. If some of them use this information to make a bad use of their brains, this is a great risk point.
therefore, we should strengthen the basic management of operations and comprehensively improve the management level of operations. First, persist in carrying out the creation of "three industries, three railways" in depth, and organize and urge employees of the whole bank to combine the creation of "three industries, three railways" with the daily management of business outlets, with the supervision and performance of duties, and with the implementation and rectification of key issues. Strive to promote the overall improvement of basic management level, the complete elimination of some repeated problems, the improvement of risk prevention ability, and the improvement of the behavior norms and quality of all tellers through the creation work. Intensify the assessment to ensure that the operation has improved and improved.
Summary of the work of bank lobby staff 3
It's been more than a year since the competition for the lobby manager in a blink of an eye, and the time is neither long nor short.
this period of time has given me a deeper understanding of the work of the lobby manager, and also helped me to improve my business skills and skills through my own study, leadership and the help of my colleagues, so that I am more qualified for the job I am doing. Especially in the recent quarter, as an ordinary employee of the bank, I personally felt that the share reform of ICBC has brought great changes to our daily work. Significant changes in post division and income distribution brought about by secondary distribution. At the end of xx, the bank set up the important position of lobby manager, signed up and was lucky enough to be transferred to Dalinqiao Sub-branch as lobby manager after being selected by the bank. I moved from a counter employee to a position I had never touched before. With the education and care of the leaders and the help and guidance of my colleagues, I quickly got over my initial maladjustment through study and exploration, and quickly integrated into my current post role.
in the face of the increasingly powerful financial market in this city, we hope to make a differentiation with service as the starting point, so as to enhance our competitive advantage in the same industry, which is of great significance to our comprehensive business. The words and deeds of the lobby manager usually get the attention of customers at the first time. Therefore, the comprehensive quality must be quite high. First of all, it is required to be familiar with the business knowledge of bank financial products and be able to explain and publicize customers at the first time; Then we should be enthusiastic and generous in service, take the initiative to standardize, and be alert and able to improvise.
"Customers are our parents", and the purpose of service is to satisfy customers, thus enhancing their loyalty. Paying attention to and respecting every customer who comes to our bank to handle business, and being able to carefully remember and accurately address the names of customers who often come to our bank is equivalent to giving customers a clever and effective compliment. And the customers call me for a certain reason. One morning, I just arrived at work and was cleaning up. Suddenly, a loud cry came from the self-help area: "Hey! Herr Ober! Come on! " I dashed over, and a customer pointed to two bills stuck in the ATM and said to me anxiously, "waiter, what's the matter?" I haven't finished it yet, so I can't get it. " I quickly pulled these two bills from the ATM to help him continue his operation. At this time, the customer's nervous mood disappeared.
customers who call me a waiter must want me to provide them with the fastest and best service.
The customer who calls me the foreman must be a little dissatisfied with our service. Let me be the foreman to uphold justice.
customers who call me manager must be very satisfied with our service and encourage them to keep it up. Because most of our customers are neighbors, familiar faces and trust us very much, we often make plans for them.
customers who call my master must want me to be his most intimate person.
Clients who address my aunt must regard me as her parents and have too much dependence on me. This is mainly students from a school not far from us.
Clients who call me girls are usually very close to me and treat me as their own children. I hope I can take good care of them. Most of them are elderly people.
The main job of the lobby manager is to communicate with customers, understand their needs, recommend appropriate products and provide customers with all-round services. The most important thing is language. Learn to use the right language at the right time and find the right words to communicate with customers, which needs to be explored gradually over time. Once, Aunt Zhou, the depositor, came to handle the fund business at 9: 11 a.m., and the teller said, "Sorry, you can't handle this fund business until after 9: 31." Aunt Zhou was a little anxious and her voice was loud: "Why wait until 9: 31?" I hurried forward and said, "Aunt Zhou, don't worry, I'll explain it to you. Since the fund business system is the same as the stock market, it's from 9: 31 to 15: 11 from Monday to Friday. Last time you did fund business, I wrote the time on your envelope, and you may have forgotten it." Aunt Zhou took out the envelope and looked at it. It was really true. She immediately said, "I'm sorry, it's all my bad memory that caused you trouble." Not only that, but also look at all directions and listen to all directions. Older customers hold the list and look left and right, and hand in reading glasses at the right time; Some customers look around when they enter the door, and they should take the initiative to ask what business to handle; Some customers are looking for it in front of the leaflet, so they have to ask, "What business information do you need? I'll help you introduce it." Always pay attention to customer needs.
As a lobby manager, you should be diligent. As soon as a customer enters the lobby, the first step is to identify the customer. Is it a vip, an ordinary customer or a potential customer? When you tell your customers, you should make a judgment in order to guide them well. Identify high-end and low-end customers, provide VIP services for high-quality customers and provide basic services for ordinary customers. Eye care should always pay attention to the business situation of the counter. Once the counter needs help, it should be observed as soon as possible, pay close attention and assist the teller to do the customer's work well.
As a lobby manager, I deeply feel that the original knowledge of savings business is far from meeting the needs of customers, and I must continue to learn financial knowledge and communication etiquette. Because in practical work, we should actively and objectively introduce and market our advanced, convenient and fast financial products, trading methods and methods to customers according to their needs, and be good financial advisors for customers. Use the lobby as a position to broaden market information and customer information, fully tap key customer resources, record key customer service information, and establish a long-term and stable relationship with key customers in an appropriate way. Not only that, but also mediate disputes, quickly and properly handle customers' suggestions and avoid direct disputes between customers and tellers.
Especially during this trip to Xinghua to learn from the scriptures, I found that I didn't do enough. I think people thought more carefully about some details than I did. Although the boiled water was poured to the employees in the advanced area first in the morning, the interaction with the employees was not done properly, which should be further strengthened in the future work.
Another manager Wang said, "Give yourself up for the public, take the lead, be poor in all enthusiasm, be poor in all energy, and always keep the customer's satisfaction in mind." This extremely serious, responsible and rigorous work style makes me feel very impressed: I am younger than others, so I should be more motivated and have time to hone myself and exercise myself.
The times are changing, the environment is changing, and the work of banks is changing from time to time. Every day, new things appear and new situations happen, which requires me to change with the situation. Learn new knowledge, master new skills, adapt to changes in the surrounding environment, improve their ability to perform their duties, and cultivate themselves into a comprehensive lobby manager. Of course, I still have some shortcomings in the handling and operation of some details. I will hone myself in my future work and study, improve myself with the guidance and help of leaders and colleagues, develop my strengths and make up for my shortcomings.
Summary of the work of the bank lobby clerk 4
In the busy and substantial work, we ended the work of 21 years. With the ringing of the New Year bell, the year of 21__ has quietly arrived. In the face of the upcoming new year's work, I thoroughly summed up my work situation, improved my work deficiencies, and laid a solid foundation for better completing the work in 21__. Looking back on the work in the past year, I have successfully completed the work tasks in 21__ with the correct guidance of the superior leaders and the help and support of colleagues in various departments, and achieved good results. In order to ensure the smooth progress of all the work in 21__ _, I specially requested the superior leaders. Summarize my main work in 21__ year as follows:
1. Main work in the year
It has been one year since I was transferred from the online store operation supervisor to the lobby manager position in October 21__. During this period, besides the lobby manager position, I was also in charge of the security of outlets and the creation of civilized units. Through my years of working experience in banking, I realize that with the marketization of the banking industry, banking services are paid more and more attention, and the lobby is the beginning of customers' contact with our quality services and the first impression of our customers. Therefore, in order to establish a good image of the Bank, I have extremely strict requirements for myself. As a lobby manager, I shoulder the role of connecting customers, high-level tellers, account managers and wealth management managers. In the past year, I have persisted in doing all relevant work, firmly performed my duties and fully played my role. As far as possible, when the customer is confused, point out the direction correctly: when the customer is puzzled, explain it patiently; When an emergency happens, handle and solve the problem in a timely and calm manner. Do it anytime, anywhere, worry about customers' worries, think about customers' thoughts, win the trust of every customer with perfect service attitude, and improve customers' loyalty to our bank with honest service concept. With a smile, enthusiasm and professional service level, we will actually improve our customer flow and establish a good image of our bank.
in the year of 21__, I not only performed the duties of the lobby manager firmly, but also did my own job well.