BCS BI 13 CustomerServiceInBankingPowerPoint Rev4 5

8/12/2019 BCS BI 13 CustomerServiceInBankingPowerPoint Rev4 5

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CUSTOMER SERVICE

in BANKING

By: Doris Reins


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OVERVIEWCustomer service could be consideredthe most important job in a bank.

The customer is always right! Thisstatement is true in every business.One unhappy customer can taint thereputation of a business by tellingeveryone they know about their badexperience.Good customer service people are avaluable asset to any business


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How Does This Apply toBanking?

All banking customers will come incontact with at least one of the followingcustomer service positions:

BANK TELLERNEW ACCOUNT REPRESENTATIVELENDING REPRESENTATIVEBOOKKEEPING REPRESENTITIVE


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PART 1BANK TELLER


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A bank teller is Considered a "front line" in the bankingbusiness.The first person a customer seesMost likely to detect and stopfraudulent transactionsRequired to be friendly and interactwith the customersProvide information about customers'accounts and bank services.


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EDUCATION&TRAINING

High school diploma

Background check.On the job usually

Occupational Outlook Handbook, 2010-11 Edition


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Job ProspectFAVORABLEEspecially part-time positions



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EARNINGSMedian annual wages: $23,610

(May 2008)



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Bank Teller: ResponsibilitiesThe role of a bank teller requiresorganizational and time management

skills.The duties and responsibilities are wide inscope.The following slides will give you a glimpseinto the everyday tasks of a bank teller.


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Bank Teller: CashierPrepare deposit slips

Cash checksVerify endorsements

Tender cashBalance cash drawer


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Bank Teller: DistributorIssue cashier s checksSavings bondsMoney orders

Traveler s checksBank drafts

Cash advances


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Bank Teller: HelperFacilitate usage of safe deposit boxes

Respond to balance inquiriesTransfer funds between accounts


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Bank Teller: Securitydetect and report counterfeit money

conduct customer identification procedures


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Bank Teller: SalesRecognize customer motivation and buyingbehavior Implement sales promotion, selling and servicedistribution components of bank s marketing plan


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PART 2NEW ACCOUNTS

REPRESENTATIVEa.k.a Customer Service Rep.


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A new accountrepresentative.

Have good communication, verbal

communication and listening skills andproblem-solving skills Able to work independentlyRespond to customer inquiries and makesure problems are resolved.

Handle complaints in accordance withbank policies.Fix problems or suggest solutions.


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EDUCATION&TRAINING

Most require a high school diploma.

However, because employers are demanding amore skilled workforce, some customer service jobs now require associate or bachelor's degrees. High school and college level courses incomputers, English, or business are helpful inpreparing for a job in customer service.Bi-lingual is a plus.Occupational Outlook Handbook, 2010-11 Edition


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JOB PROSPECTFavorableThey make up a large proportion of bankemployees



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EARNINGSMedian Earnings (as of 2008)

= $27,995



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Customer Service Rep.:Records Keeper

Record customer information

Issue customer signature cards for accountsIssue safe deposit box.


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Customer Service Rep.:Sales

Analyze customer needs

Recognize customer motivation and buyingbehaviorImplement sales promotionSelling and service distribution components ofbank s marketing plan


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PART 3

LOAN OFFICERS


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A loan officer is an important customer servicerepresentative for any financial institution.They have the task of finding potentialclients and helping them to apply forloans.They usually specialize in commercial,

consumer, or mortgage loans. And they guide clients through the processof applying for a loan.


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Education& TrainingLoan officers need a high school diplomaand receive on-the-job training.

Commercial loan officer positions oftenrequire a bachelor's degree in finance,economics, or a related field.Previous banking, lending, or salesexperience is also highly valued byemployers.

Occupational Outlook Handbook, 2010-11Edition


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JOB PROSPECTAVERAGEEmployment growth will be driven byeconomic expansion and populationincreases.



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EARNINGSMedian annual wages were

$54,700 in May 2008.


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Loan Officer: MarketingRecognize customer motivation and buyingbehavior

Implement sales promotion,Selling and service distribution components ofbank s marketing plan


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Loan Officer: Decision MakerAnalyze best loan alternative for customer

Obtain written loan application and creditreport

Evaluate collateralApprove/deny loan applicationObtain required signatures

Disburse loan funds


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PART 4

BOOKKEEPERS


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A bookkeeper handles all financial recordkeeping.posts debits and credits, producefinancial statements, and preparereports and summaries for managers.also prepares bank deposits. Theyverify and balance receipts.

sends cash and checks also may handlepayroll and make purchasesmight prepare invoices and keep trackof overdue accounts.


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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 rarelyrequired, but can be helpful when itcomes to advancing.certification in bookkeeping isalso a plus.


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JOB OUTLOOKAVERAGEJobs will be more available as theeconomy grows.Other positions will be available as peopleretire due to the constant need forbookkeepers.


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EARNINGS$32,510

Average earnings as of May 2008


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Bookkeeper: Behind the ScenePost and balance general ledgerProcess stop payments

Prepare bank statementsProcess NSF s (non-sufficient funds)Encode transactionsTransmit proof data to processing center

Prepare balance settlementProcess return items


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Bookkeeper:Customer Contact

Assist customer with account reconciliation

A bookkeeper will sometimes act as a teacher by helpingcustomers learn how to reconcile a check register in order tokeep a good checking record which will help in keeping agood credit rating.

BCS BI 13 CustomerServiceInBankingPowerPoint Rev4 5

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