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Bank Lobby Manager Year-end Summary

According to the relevant spirit of the "Regulations on the Assessment of Bankers' Regulations" formulated by the Head Office, combined with the work of the lobby in more than a year, the work leaders will report to the leaders on the occasion of the year. The summary report of this work will enable the leaders to better understand our performance in ideological and political work, so as to promptly point out the problems in our work, correct them in time, and make continuous progress. The following is my work in 2008. Reported as follows:
I. Main work of the year I worked as a lobby manager at the Kaohsiung branch this year. With the marketization of commercial banks, services are getting more and more attention. The work in the lobby is the beginning of customer contact with our quality service. The first impression of our bank, therefore, our requirements for us are also very strict; the lobby manager is the link between the connected customers, high cabinet tellers, account managers, and Ward managers. We are not only a staff member, but also a spokesperson for our clients. When the customer is confused, we give directions to them; when the customer encounters difficulties, we give a helping hand; when the customer is puzzled, we patiently explain; we want to be eager to meet the needs of the customers whenever and wherever possible. No shortage of services to win every customer. Let every customer feel our smile, feel our enthusiasm, feel our profession, feel the feeling of being at home. Our Kaohsiung branch is located in the residential community and is also a famous nightlife eating area. Because of this, it has brought a series of problems to our bank. Usually, there are many elderly customers in the daily business, and there are a large number of zero-counter business, which increases the pressure on the counter; in order to solve these problems, we have prepared several sets of plans at the same time, for the elderly customers, the passbook The problem of more business, we usually arrange the control of the staff in the hall, promptly bring the customer to the self-service equipment to go to the fold, help them check the account, with the card customer to the self-service equipment for customer diversion, thereby reducing the pressure on the counter. Whenever the traffic volume is large, I will ask aloud: "**Customers please go to the counter at * counter to handle the business", divert the customer task, so as to avoid some customers leaving the empty space to occupy the time and maintain a good working order in the store. . Because only a good business order, we can successfully find our target customers, market our wealth management products, introduce to our account managers, and achieve service and marketing integration. On the issue of zero-note business, we issued an announcement to implement special counters for special counters, which is specialized time special counters, which greatly reduced the pressure on the hall; I have been here for many years, and the equipment is often faulty, often In order to solve this problem, we have to check and maintain the machine every day, find out early, deal with it early, and minimize the inconvenience caused by outdated equipment.
As the lobby manager, we are not only familiar with the business and products of the Bank, but also should go out and know ourselves and know each other. There are many similar situations among our customers. I remember that one day in January this year, the whole store was crowded with people, to consult financial products, to transfer to the regular, and to get paid, and I was too busy. At this time, the security master brought customers who consulted wealth management products. I simply introduced him to the new stocks and the colorful series. However, the customers were not interested, saying that the wealth management products of CCB are good. We transferred the money to the construction bank. So I went to the queue. At that time, I was surrounded by several customers, and I didn't have time to talk with these two customers. But I always thought, "What products does CCB attract to them?" I quickly finished my business and went to that. The two customers said, “Can you tell me about the products of CCB?” They gave me a Pacific Insurance flyer. I quickly explained and explained: "In fact, we have to buy this kind of product, and Pacific Insurance is separated from our bank. Our company has close contact with Pacific Insurance Company and has cooperated for many years. And we have other here. Insurance company products, such as Ping An, Xinhua, etc., I can give you a comparison, so that you have more choices." Then I introduced the product to the customer. Finally, after our efforts, the customer chose Taiping Insurance Company. This matter also reminded me of the situation, only to understand the situation of this industry and competitors in order to better do marketing. When recommending products to customers, we must pay attention to prevent risks. Ask customers whether they are preparing for long-term investment or short-term investment, and then introduce corresponding products according to their situation, so as to prevent sales problems.
As a lobby service staff, in addition to being familiar with the bank's financial products and business knowledge, it is necessary to strengthen their professional ethics and love their dedication. In the work, consciously safeguard the interests of the state, the bank, and the customers, and abide by social morality and professional ethics. Usually at work, the lobby manager's words and deeds usually receive the attention of customers for the first time, so the overall quality must be quite high. In the service etiquette, we must also be enthusiastic, generous, active, and standardized. But also have to be smart, able to deal with some emergencies in a timely manner, and there should be some emergency lifesaving knowledge. Just this summer, a 70-year-old retired veteran cadre came to the bank to get a salary. When I didn’t sit for a few minutes, I suddenly stood up and fell down. I was frightened by our president and clients, and I and Baoquan. The master ran quickly and saw that the old man was very weak. The old man said that he would let him lie for a while. I and the security master did not dare to move around. The president immediately dialed 120 and did not wait for 120. The customer situation was slightly better. We He quickly helped him to sit up and notify his family in time to avoid an accident.
As a lobby service staff, we should also have good coordination skills, and our Kaohsiung branch has no need for account managers and lobby welcomers. How to mobilize the work of the three parties and the maintenance masters to play their role is what we usually need to pay attention to. Attention should be paid to coordinating the tellers and hall staff to improve cohesion and team spirit. For those who are stationed, we can't treat them as outsiders first. We should regard them as one of our members. We should recommend some good customers to them. We should respect and care for them and create a good working platform for them. Win-win.
Quality service can't just stay in the environmental beauty "three-voice service" code of conduct, it should be an active sense, a responsible attitude, a good working attitude. More need for the teller to ask, to form the overall interaction of the link, tacit cooperation. Only good order, good process, and good overall can do the best. In order to better improve my service level and business level, I participated in the insurance practice qualification examination, the fund qualification examination and the multiple service standardization learning and drills organized by the branch this year, and passed smoothly. In the future work, I will continue to improve the quality of work and service art, and better provide quality services to customers.
Second, the problems in the work In the past year, I learned a lot of experience and some marketing skills in the position of the lobby manager, but there are also many shortcomings. In the third quarter of this year, the mysterious person checked, the score of the line was the third last, and the points and branches were smeared. After that, we painstakingly analyzed the reasons for the loss, mainly the external environment, and some problems in the details. In response to these problems, we actively trained and, through our efforts, finally got the branch behavior standard group in the fourth quarter. The report is rumored. I believe that only by being down-to-earth and obscuring in order to bear fruit can be fruitful. Next year, our bank is facing the relocation work. It is recommended that branches should also maintain a self-service equipment service area at this location to avoid customer churn.
In the new year, I will work hard to learn service skills and professional knowledge, improve my business level, and provide better and better services to our customers with a new look.

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