Three summaries of bank lobby manager's work

our bank has always pursued the purpose of "service comes from the true feelings" and provided considerate services to customers. In this process, smile plays an indispensable role. As front-line service personnel, ordinary posts and ordinary work, in order to make every customer feel the quality service of our bank, colleagues insist on treating every customer with a sincere smile every day. Although we sometimes encounter unreasonable customers, we always insist on patiently explaining to customers with a sincere smile, so that customers can truly feel our true service.

An article once said: Service is the purpose of life, and service is a virtue and a pleasure; Serve others, and you get the affirmation of your self-worth. Through my own personal experience of the work of the lobby manager, I have a certain understanding of the service. The seemingly ordinary and ordinary lobby service itself contains rich connotations and values. Just like when I associate with strangers, I like to ask where the other person is from first. I feel that people in each place have the characteristics of each local person, so that I can communicate with each other better after understanding.

The business department is the window of the bank, and the small window reflects the overall appearance and reputation of the bank. I remember an economist once said, "No matter how humble your work is, you should give it the spirit of an artist and be extremely enthusiastic." Everyone knows that dealing directly with customers is tiring and tedious, but I like this job and I like to see the expression that customers expect to come and go with satisfaction. I like to see the surprise when customers get unexpected gains under our advice; Satisfied with the sense of accomplishment gained after the interests of banks and customers are guaranteed by adhering to principles. However, due to the lack of hardware facilities, we often have to make up for it through artificial service means, and we also have to accept the venting of customers' dissatisfaction when they fail to achieve their goals ... In short, all kinds of people come and go alternately, exchanging sincere services for customers' true feelings, which makes our work vivid and colorful. Sometimes you will meet many unreasonable customers. At this time, the "smile" service is particularly important. Perhaps a simple smile can resolve the original anger of customers.

I remember a story in which an angry customer shouted loudly and a colleague greeted him with a smile. As a result, he was asked, what are you laughing at? What's so funny? Colleagues' answers are witty and ingenious. "Teacher, smiling service is our basic service principle". The awkward atmosphere was quickly resolved, and the atmosphere changed from dignified at that time to relaxed. When we sincerely worry about the problems that customers encounter and sincerely help customers solve problems, I think most customers' anger will disappear. Smiling can not only shorten the distance between people, but also be the most favorable weapon to resolve contradictions. Sincerity can be transmitted. As long as you treat others sincerely, others will also feel your sincerity. Isn't there an old saying, smile, ten years old? While we are happy to work, our body and mind are also happy. Serve customers with enthusiasm, because we not only represent the image of outlets, but also represent the image of the whole bank.

With the continuous upgrading of service concept, from "bank service" to "service bank", the service concept and level of banks are undergoing a qualitative change, and the service comes from sincerity. Only by paying sincere service can we win all potential customers. Treat every customer sincerely, your heart is quiet, your body and mind are relaxed, and you will be surrounded by a pleasant atmosphere.

Chapter II

In the first half of XX, * * Sub-branch earnestly implemented all work arrangements, guided by the spirit of President * * *' s speech at the working meeting at the beginning of the year, and under the guidance of branch leaders and relevant departments and offices, with the aim of building "* * * * *" and the goal of being a bank with * * * credit business characteristics.

First, the completion of major business indicators in the first half of the year

By the end of June

(1) The loan balance was * * billion yuan, an increase of * *% compared with the beginning of the year, and the planned increment was * *%, with a total of * * loans issued and a total of * * billion yuan invested. The interest income was RMB * * billion, accounting for * *% of the plan for the same period.

(ii) The average daily balance of loans was RMB * * billion, an increase of RMB * * billion compared with the beginning of the year, and * *% of the plan for the same period was completed.

(3) The income from various intermediary businesses is * * ten thousand yuan. Among them, the financial consultant fee is * * million yuan, and other handling fee income is * * million yuan.

(4) Handling * * bank acceptance bills, with an amount of * * million yuan, of which 1% are guaranteed to be accepted by gold and silver, with an amount of * * million yuan.

(5) The number of customers was * *, an increase of * * compared with the beginning of the year, and the customer expansion plan was completed by * *%.

II. Analysis of various businesses

(I) Analysis of loan industry

According to this year's * * * * financial business marketing guidance, * * * * sub-branch will focus on * * * * loans. From the perspective of the industry, the wholesale and retail industry put in loans of * * * billion yuan in the first half of the year; Manufacturing * * pen * * one hundred million yuan; Other industries * * pen * * one hundred million yuan.

(II) Analysis of loan products

In the first half of the year, * * sub-branches invested a total of * * billion yuan, of which * * * loans amounted to * * billion yuan, accounting for * *%; * * * loans * * billion yuan, accounting for * *%; * * * loans * * billion yuan, accounting for * *%; * * * loans * * billion yuan, accounting for * *%.

(III) Analysis of loan guarantee methods

In the first half of the year, mortgage-guaranteed loans amounted to * * billion yuan, accounting for * *%; Guaranteed loan * * billion yuan, accounting for * *%; Credit loans amounted to * * billion yuan, accounting for * *%.

III. Key measures taken in the work

In the first half of the year, * * Sub-branch actively promoted the innovative work of * * * loans through various forms according to the plan of the work meeting at the beginning of the year, and strived to make all the work reach a new level. The main measures are as follows:

(1) Defining the market position and persisting in innovative development

In the first half of the year, the Bank insisted on taking the * * platform as the development direction of the * * * credit business, and exerted its advantages to concentrate on striving for high-quality customer loans, which not only consolidated the existing market advantages, but also focused on developing the business promotion of new products; In the first half of the year, the Bank focused on marketing * * * and successfully marketed * * loans totaling * * million yuan.

(II) Defining the division of responsibilities and forming a * * * * control model

According to the requirements of * *, the Bank reconfigured the credit practitioners in the first half of the year, selected a group of credit personnel with high moral standards and strong business ability, and established mutual assistance, mutual promotion and mutual cooperation according to the * * * model.

(III) Standardizing business process requirements to prevent operational risks

In the first half of the year, * * Sub-branch reorganized the operation process of credit business, standardized the requirements of each operation link, and handled the business in strict accordance with the operation process of credit business issued by the Head Office. And conducted a comprehensive self-examination of the bank's bill business, new loan regulations and low-risk business.

(iv) Strengthen business training and improve the quality of personnel

In the first half of the year, the Bank formulated the Implementation Plan for Staff Training in * * Sub-branch in 211, and determined that every Saturday was a concentrated study day. On the premise of completing various training tasks, give full play to the frontier advantages of business backbones, take various forms, and organize training in different levels and categories in view of operational risks, business theories and work skills. In the first half of the year, the Bank organized business training * * * times.

(5) Taking deposits as a breakthrough and comprehensively improving comprehensive benefits

In order to comprehensively improve comprehensive benefits, our department has made deposits one of the key tasks in the whole year. In the first half of the year, our department formulated a plan for the annual deposit marketing activities. Clear objectives, corresponding indicators, decomposition and implementation until people arrive, at the same time, corresponding reward and punishment measures are formulated, and assessment methods such as ten-day notification, monthly summary and quarterly reward are adopted to stimulate employees' marketing passion and deeply root the concept of deposit marketing in people's hearts. In the first half of the year, through the efforts of the whole bank, the savings deposit was * billion yuan, and the set target was successfully achieved.

IV. Difficulties and problems encountered in the work

We found * * * * * * * * in the marketing, and suggested that we can introduce new business varieties as soon as possible according to this demand, so that we can quickly occupy this blank market.

Part III

According to the relevant spirit of "Regulations on Appraisal of Bank of Communications Staff" formulated by the head office, combined with my lobby work for more than a year, I made a work report to the bank leaders at the end of this year. The summary report of this work will enable leaders to better understand our performance in ideological and political work, so as to point out the problems in our work in time, correct them in time and make continuous progress; The following is my work in 28, and the report is as follows:

1. Main work in the year

This year, I worked as a lobby manager in Kaohsiung Sub-branch. With the marketization of commercial banks, the service has been paid more and more attention, and the lobby work is the beginning of customers' contact with our quality service and the first impression of our customers, so our requirements are particularly strict. The lobby manager is the link between customers, cabinet tellers, account managers and Ward managers. We are not only the staff, but also the spokesmen of customers. When customers are confused, we point out the direction for them; When customers encounter difficulties, we help them; When customers don't understand, we patiently explain; We want to win every customer with perfect service anytime, anywhere, anxious about what customers are anxious about, thinking about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home. Our Kaohsiung Sub-branch is located in the residents' living community, and it is also a famous nightlife dining area. Because of this, it has brought a series of problems to our bank. Usually, most of the customers who come to handle business every day are elderly customers, and sometimes there are large-scale wholesale and retail business, which increases the pressure on the counter; In order to solve these problems, we have prepared several schemes to be carried out at the same time. In view of the problems of more elderly customers and more passbook business, we usually arrange the staff in the lobby to take customers to the self-service equipment in time to help them audit their accounts, and customers with cards to the self-service equipment to handle and divert customers, thus reducing the pressure on the counter. Whenever there is a large passenger flow, I will ask loudly: "* * customers please go to counter * to handle business", so as to divert customers' tasks, so as to avoid some customers leaving the empty number halfway to occupy time and maintain a good working order in the business hall. Because only a good business order can we successfully find our target customers, market our wealth management products and introduce them to our account managers, and realize the integration of service and marketing. On the issue of change business, we issued an announcement to implement the special counter, that is, the special counter is specially handled at special time, which greatly reduced the pressure on the hall; Our bank has been here for many years, and the equipment often breaks down, and customers often make comments. In order to solve this problem, we regularly check and maintain the machine every day, find it early and deal with it early, so as to minimize the inconvenience caused by outdated equipment.

As lobby managers, we should not only be familiar with our business and products, but also go out and know ourselves, so that we can win every battle. There are many similar situations among our customers. I remember one day in January this year, the whole business hall was crowded with people, and there were an endless stream of people who came to consult wealth management products, change their terms and get their wages. I was also very busy. At this time, the security master brought a customer who consulted the wealth management products. I simply introduced him to the new shares and the colorful series of Delibao, but the customer was not interested and said that the wealth management products of CCB were good. We transferred the money to CCB, so we went to the queue. At that time, I was surrounded by several customers, and I didn't have time to continue talking with these two customers, but I kept thinking, "What products does CCB have to attract them?" I quickly finished my business and walked over to the two customers just now and said, "Can you tell me something about the products of China Construction Bank?" They gave me a leaflet on Pacific insurance. As soon as I saw it, I quickly explained, "In fact, we also have this product you want to buy, and Pacific Insurance is separated from our bank. Our bank has close ties with Pacific Insurance Company and has cooperated for many years. Moreover, we have other insurance company products here, such as Ping An, Xinhua, etc. I can compare them for you and give you more choices. " Then I introduced the product to the customer. Finally, through our efforts, the customer chose Taiping Insurance Company. This matter also reminded me that only by deeply understanding the situation of this industry and competitors can we do a better job in marketing. When recommending products to customers, we must pay attention to preventing risks, ask customers whether to prepare long-term investment or short-term investment, and then introduce the corresponding products according to their situation, so as to prevent sales problems.

As lobby service personnel, they should not only be familiar with the financial products and business knowledge of banks, but also strengthen their professional ethics and love their work and dedication. In the work, consciously safeguard the interests of the country, Bank of Communications and customers, and abide by social morality and professional ethics. Usually, at work, the words and deeds of the lobby manager are usually paid attention to by customers at the first time, so it is required that their comprehensive quality must be quite high. We should also be enthusiastic, generous, active and standardized in service etiquette. But also be resourceful, be able to deal with some emergencies in time, and also have some emergency life-saving knowledge. Just this summer, a 7-year-old retired court veteran came to our bank to get his salary. He didn't sit for a few minutes, but suddenly stood up and fell down. Scared our president and customers, the security master and I rushed over. When we saw that the old man was very weak, the old man told him to lie down for a while, and neither I nor the security master dared to move casually. The president immediately dialed 12, but the customer's situation was slightly better without waiting for 12. We quickly helped him sit up and informed his family in time to avoid an accident.

As lobby service personnel, we should also have good coordination ability. As there is no account manager and lobby usher in Kaohsiung Sub-branch, we need to pay attention to how to mobilize the work of the three parties and the security master and give full play to their roles. We should pay attention to coordinating tellers and lobby staff at ordinary times to improve cohesion and give play to team spirit. As for those stationed personnel, first of all, we should not treat them as outsiders, but as one of us, try to recommend some good customers to them, respect and care for them at ordinary times, and create a good working platform for them to achieve a win-win situation.

High-quality service can't just stay in the "three-tone service" behavior standard of environmental beauty, but should be a kind of initiative and responsibility.