Work summary of bank lobby staff 1

A year has passed. Looking back on the past year, I have worked in the lobby manager and cashier for a while, and I have gained a lot in different positions and learned a lot.

First of all, in the past year, my position as a lobby manager made me realize more deeply that as a lobby staff, I not only need to market customers, but also need to maintain the order of the whole lobby, so that every customer can reduce their waiting time as much as possible and serve them more efficiently. This requires making full use of every employee, every equipment and even every leaflet in the lobby, and only in this way can we work together. Every link in the lobby can run naturally and smoothly, our customers can get efficient service without marketing our products, and they can get more perfect recognition and praise from customers.

The lobby manager is an indispensable post connecting the preceding with the following. Play the role of uploading and distributing. In this position, we should not only do immediate marketing and service, but also do a lot of marketing and maintenance outside the hall. We need to know the family situation, fund allocation and even hobbies of every VIP customer, because only by knowing these can we better serve our customers and better retain them. To retain customers' hearts, we need our usual care and accumulation, and collect customer information bit by bit through chatting and our system. Only by in-depth understanding can we freely market and maintain our VIP customers.

Secondly, in the cash position, because of the introduction of intelligent teller machines, many businesses are registered outside the counter, and these businesses are basically studied and registered by lobby managers, so 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 customers with secondary marketing services while handling business, and all this requires the tacit cooperation and division of labor between the lobby manager and the front desk teller.

Finally, I learned a lot from different positions and found 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 keeping customers' funds in our bank for a long time can we successfully handle a business. I believe in the new year, I will improve myself and make greater progress in business and marketing.

Summary of Clerk's Work in Bank Lobby II

This year, under the correct leadership of the Party Committee of the sub-branch and the careful guidance of the operation and management department of the provincial bank, the operation and management of the Bank has improved the awareness of risk prevention, strengthened the assessment and accelerated the implementation of centralized authorization, centralized operation and centralized reconciliation by constantly improving the assessment rules, standardizing management and strengthening training; Actively build an operation management organization system, implement business process reengineering, consolidate the foundation of operation management, continuously strengthen business operation risk management and control, further optimize the standardized operation of network operation processes, and truly implement various internal control management systems. At the same time, establish and improve business rules and regulations, adhere to the multi-strategy of quality control, risk management and evaluation, and formulate and improve centralized reconciliation management assessment methods and implementation rules for business assessment. Thanks to these efforts, the bank's business performance has also been improved to a certain extent, and the ranking of business management performance of branches in the province has also made great progress compared with previous years.

Although management has improved and achievements have improved, there are still many shortcomings in management. First, the implementation of the system is not in place. Individual supervisors and tellers do not 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 very enthusiastic about the pricing business, but they are only tired of dealing with special business, which is inefficient and even evasive. 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 "Win in the lobby". Because the work of the lobby is not only to guide customers to fill out forms, but also to sell our products to customers. The lobby manager is a member of the management team of the business outlets. He should manage the lobby of the business outlets. When customers are not satisfied with our service and are emotional, 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, fast and convenient way. Not only that, the lobby manager also plays the role of investigator. During the daily business, many customers will come to the lobby to handle various businesses. In the meantime, the lobby manager should also pay attention to whether there are any customers with strange behavior in the lobby to prevent customers from being defrauded by criminals and pyramid schemes.

Now the lobby staff in our bank are all part-time college students. First, the staff changes in the lobby are difficult to manage, and they have not received formal training, and their awareness of risk prevention is not strong, and their business knowledge is not solid, which leads to misleading and teaching the wrong customers, making customers feel that our staff are unprofessional, losing trust in our bank, and resulting in the loss of customers. 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 abuse their brains, this is a big risk point.

Therefore, it is necessary to strengthen the basic management of operations and comprehensively improve the level of operation management. First, persist in carrying out the activities of "three industries, three railways" in depth, and organize and urge employees of the whole bank to combine the activities of "three industries, three railways" with the daily management of business outlets, with the supervision of their 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 repetitive problems, the improvement of risk prevention ability, and the improvement of the code of conduct and quality of all tellers through the creation of work. Strengthen the assessment to ensure that the operation is improved and improved.

Summary of the work of bank lobby staff 3

In a blink of an eye, the competition for the lobby manager has been more than a year. It's not too long or too short.

During this time, I have a deeper understanding of the work of the lobby manager, and through my own study, leadership and the help of my colleagues, I have improved my business skills and skills, and I am more competent for what I am doing. Especially in the last quarter, as an ordinary employee of the bank, I personally feel 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. I switched 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 overcame my initial maladjustment through study and exploration, and quickly integrated into my current post role.

Facing the growing trend of financial market in this city, we hope to make differentiation based on service, 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. So the comprehensive quality must be quite high. First of all, it is required to be familiar with the business knowledge of bank wealth management products and be able to explain and publicize them to customers at the first time; Then we should provide warm and generous service, take the initiative to standardize, be alert and be 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 for business, and being able to remember and accurately address the names of customers who often come to our bank is equivalent to giving customers a clever and effective compliment. Customers call me for a reason. One morning, I just arrived at work and was cleaning. Suddenly, there was a loud cry from the self-help area: "Hello! Mr. Ober! Come on! " I rushed 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 take it out. "I quickly pulled these two bills out of the ATM to help him continue to operate. At this time, the customer's nervousness disappeared.

Customers who call me a waiter must want me to provide them with the fastest and best service.

The customer who called me head waiter must be a little dissatisfied with our service. Let me do 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.

A client who calls me Master must want me to be his closest friend.

Clients who call me aunt must regard me as her parents and have too much dependence on me. This is mainly a student from a school not far from us.

Clients who call me girl 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, introduce suitable 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 requires gradual exploration over time. Once, the depositor Aunt Zhou came to handle the fund business at 9: 00 a.m., and the teller said, "Sorry, you can't handle this fund business until 9: 30." Aunt Zhou was a little anxious and her voice was loud: "Why wait until 9: 30?" I hurried forward and said, "Aunt Zhou, don't worry, I'll explain it to you. Because the fund business system is the same as the stock market, Monday to Friday is 9: 30- 15: 00. Last time you did fund business, I wrote the time on your envelope, and you may have forgotten. " Aunt Zhou took out the envelope and looked at it. It's true. She immediately said, "I'm sorry, it's all my bad memory that has caused you trouble." Not only that, but also look and listen in all directions. Older customers look around with a list 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 look in front of the leaflet and have to ask, "What business information do you need? Let me introduce you. " Always pay attention to customer needs.

As a lobby manager, you should be diligent. When a customer enters the lobby, the first step is to identify the customer, vip, ordinary customer or potential customer? When you tell your customers, you should make a judgment 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 operation 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 can no longer meet 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 a good financial adviser to customers. Take the lobby as the position, broaden market information and customer information, fully tap key customer resources, record key customer service information, and establish long-term and stable relations with key customers in an appropriate way. Not only that, but also mediate disputes, handle customers' suggestions quickly and properly, and avoid direct disputes between customers and tellers.

Especially this time Xinghua learned from the scriptures, I found that I didn't do enough. I think people have considered some details more carefully than I have. Although I poured boiling water for the employees in the advanced area in the morning, the interaction with the employees was not done well, and it should be further strengthened in the future work.

Wang, another manager, said: "Give yourself up as a man, take the lead, spend all your enthusiasm and energy, and always take customer satisfaction to heart." I am deeply impressed by this extremely serious, responsible and rigorous work style: I am younger than others and should be more self-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 something new appears and something new happens, which requires me to change with the situation. Learn new knowledge, master new skills, adapt to the changes in the surrounding environment, improve the ability to perform their duties, and cultivate themselves into a comprehensive lobby manager. Of course, I still have some shortcomings in handling and operating some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, give full play to my strengths and make up for my shortcomings.

Summary of Clerk's Work in Bank Lobby 4

In the busy and substantial work, we ended 20__ years of work. With the ringing of the New Year bell, 20__ years have come quietly. In the face of the coming new year's work, I have deeply summarized my own work situation, improved my work shortage, and laid a solid foundation for better completing my work in 20__ _. Looking back on my work in the past year, with the correct guidance of my superiors and the help and support of my colleagues in various departments, I successfully completed my work tasks for 20 years and achieved good results. In order to ensure the smooth progress of all the work in 20__ years, at the request of the superior leaders, I summarized the main work in 20__ years as follows:

First, the main work of the year

June 20__+00: It has been one year since I was transferred from the online store operation supervisor to the lobby manager. During this period, in addition to the position of lobby manager, I was also responsible for 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 banking, banking services are getting more and more attention. Lobby is the beginning of customers' contact with our quality services, and it is also their first impression on us. So in order to establish a good image of the bank, I am extremely strict with myself. As a lobby manager, I shoulder the role of contacting customers, senior tellers, account managers and financial managers. Over the past year, I have persisted in doing all the relevant work, resolutely performed my duties and fully played my role. As far as possible, when customers are confused, point out the direction correctly: when customers are confused, explain patiently; When an emergency happens, handle and solve the problem in a timely and calm manner. Do it anytime, anywhere, worry about customers' urgent needs, 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 smile, enthusiasm and professional service level, we will effectively increase our customer flow and establish a good image of our bank.

In 20__ years, I not only firmly fulfilled the duties of the lobby manager, but also did a good job in the security work of the outlets I was in charge of and the creation of civilized units. Firmly maintain a good working order in the business hall, successfully find target customers, further market wealth management products, and realize the integration of service and marketing. In addition, in order to do a good job in the civilized construction of our outlets, I strictly require our staff to provide good service and receive customers with warm, generous, active and standardized service etiquette. On the basis of building a good environment for the Bank, we will strengthen the employee's code of conduct, requiring employees to establish a proactive awareness, a responsible attitude and a good working mentality. In order to do a good job in service, play a leading role and improve my service level and business ability, I actively participate in various training activities organized by banks, consciously use my spare time to study related majors, strengthen my theoretical level and professional skills, and strengthen my comprehensive quality and ability.

Second, the main performance of each work

In 20__, the Bank focused on the pricing guidelines of branches and mainly carried out precious metal marketing (gold and silver) and other activities. Over the past year, our bank has implemented various forms of project activities and achieved good results. Among them, in the spring action of _ _ month, the outlets completed the gold sales well, and in August, they spent the full moon with _ _. During the exhibition tour, our branch broke through more than 500,000 sales on the day of the exhibition tour. In addition, in 20__, the electronic banking products launched by the Bank were welcomed by customers, especially the mobile banking products. In June, 2000, 269 mobile banking users were newly opened through the activities of electronic banking products entering the square community, of which 2 18 were effective, and the effective rate reached 8 1%. During the annual sales period, mobile banking accounts 1639, online banking accounts 2,334 and effective accounts 1360 were opened, with a total of 2,448 new accounts. Moreover, in September this year, the bank also formulated a new phased assessment method, which radicalized the marketing enthusiasm of employees, and made the efficiency of online banking and mobile banking of the bank reach 58% and 66% respectively from less than 20% at the beginning of the year, which was a major move of the bank last year.

During this year, because there were 1200 VIP customers without loans in our network, the financial manager was under too much work pressure and the work task was too heavy. Therefore, I am responsible for some VIP customers and try my best to maintain them. By the end of this year, I had managed 365,438+04 VIP customers and signed 77 contracts. In addition, as for personal deposits after working for one year, a new commercial bank has been stationed around the bank, which has taken away some depositors and hindered the personal deposits of the bank. Although the task is arduous, the work form is not as good as before, and the competition in the same industry is fierce, I still persevere, work hard and forge ahead, closely unite the employees of the whole bank, keep forging ahead and strive to complete all the tasks. Through one year's unremitting efforts, personal deposits increased by 34.62 million per day, and deposits at the end of the year increased by 26.08 million per day, including VIP customer deposits of 1865438+ 10,000.

Third, the problems existing in the work

First, study is not enough. At present, the new economy based on information technology is booming, new situations and new problems are emerging one after another, and new knowledge and new science are constantly coming out. Faced with severe challenges, I lack the sense of urgency and consciousness to study. Theoretical basis, professional knowledge, educational level and working methods can't meet the new requirements.

Second, 6s management has not been normalized, and there is slack at any time, which has delayed the effectiveness of bank management. In addition, in terms of civilized service, I still need to improve. I failed to provide warm service and smiling service, and my requirements for employees were not implemented in my work. The intensity of civilized service needs to be further strengthened.

In the new year, I will constantly improve the quality of work and service art, effectively improve my own management level, better provide better services to customers, and make due contributions to establishing a good image of the Bank.

Summary of Clerk's Work in Bank Lobby 5

As a young employee of xx, I deeply realized the mission and responsibility of the lobby manager during my tenure as the lobby manager. The service of the lobby manager directly affects the bank's operating efficiency and external image. An excellent lobby manager has six functions: business guidance, service demonstration, emotional comfort, contradiction coordination, environmental cleanliness and safety supervision. As an important position, the lobby manager plays an irreplaceable role in customer service and product marketing. Young employees should keep learning, strive to improve themselves and enhance their business ability.

First of all, a correct grasp of the details of the work is the basic quality necessary for the lobby manager. Lobby managers need to study banking knowledge seriously, deepen their understanding of knowledge in practice and master banking business in an all-round way, so as to have enough foundation to provide services to customers. Ask customers who come to handle business seriously, understand the business they are doing, and explain patiently.

Secondly, we should pay attention to the art of work while performing our duties. I think we should do the following in our work:

First, smile service.

The lobby manager should always keep an optimistic attitude, face customers with a smile, infect customers with a smile, narrow the distance with customers and retain customers. Clever use of the skill of "laughing" embodies the business philosophy of bank customer first and service first. Practice internal strength, let the warmth brought by smile fill the business hall and make customers feel at home. The lobby manager should improve his personal quality and appearance, at least dignified, elegant and generous. When customers enter the lobby of the bank, the lobby manager should greet them with a knowing smile, greet them with enthusiasm and civilization, understand and understand their needs with a smile, answer their questions with a smile, try to satisfy them as much as possible, and make customers feel that it is very respected and welcome to come to the bank to handle business.

Second, have a glib tongue.

The lobby manager should face customers directly and have strong communication skills with customers. We should not only communicate with customers, but also coordinate the friction between customers and tellers, so as to look around, listen to all directions, communicate with customers in time and maintain close relations with customers. Good eloquence and extraordinary patience are the basic prerequisites for doing a good job as a lobby manager. On the platform of lobby manager, these can be fully exerted. "Say" should be done well in three aspects: first, say it frequently, that is, say it frequently to incoming customers, say it repeatedly, and sell products with all your strength; The second is to be able to speak, that is, to describe the business well and explain it accurately, without exaggerating or deliberately covering it up, and correctly introduce the characteristics and functions of ICBC products to customers. The third is to be able to talk, that is, to pay attention to service strategy, vary from person to person, and differentiate marketing. Saving enough energy in "speaking" can get twice the result with half the effort. In addition, the lobby manager must take great pains, be patient enough, treat customers as relatives and explain them repeatedly in simple terms, so as to gain the respect and trust of customers.

Third, be good at asking questions.

Greet and greet all customers who enter the door warmly, and don't have a conscience to say that you are poor and don't love wealth. Be good at trying to figure out the customer's psychology, ask the customer's abnormal reaction, and sincerely care for and help solve it. Especially when customers complain about banking services, the lobby manager should listen to customers' dissatisfaction, don't rush to defend anything, and finally apologize sincerely to customers, because you represent the corporate image of ICBC instead of yourself. First of all, you should get the good impression of your customers, so that you can communicate well. Secondly, we should know what the customer needs and help the customer solve his problem as soon as possible. In addition, you should always ask the teller to know the cash and business handling at the counter like the back of your hand, so as to ensure that customers can adjust to the designated window in time and handle business quickly. Let customers deeply feel our accurate, convenient and fast service and establish a good service image.

Fourth, sense motive.

The lobby manager should have super observation ability, and he should keep an eye on all directions and listen to all directions in his work. Pay attention to service, grasp customer needs at any time, collect valuable financial information, carefully record the lobby work log, and report to the leader in time after summarizing and putting forward. If you have enough ability to deal with emergencies, you will inevitably encounter various emergencies. If customers queue up, the lobby manager should guide them in time. Guide customers to other windows to handle related business, and customers with cards go to self-service equipment to reduce the pressure on the counter. Ensure the order of the business hall is stable. Deepen the service of lobby manager and comprehensively improve the service ability of lobby manager.

Five, proactive

The nature of the lobby manager's work requires employees to be proactive in their work. The lobby manager must get into the habit of walking around frequently and patrol back and forth in the lobby and atm area to keep abreast of the overall situation inside and outside the lobby. Through watching, asking and talking with customers at zero distance, we can guide customers, maintain order, understand information and adjust service methods. Provide customers with all-round service needs in time and play an indispensable role as a lobby manager. When meeting customers who need help, the lobby manager should be diligent in demonstrating and helping, and when meeting old, weak, sick and disabled customers, he should enthusiastically provide some help.

We should win every customer with perfect service at any time and place, worry about what customers are anxious and think about what customers think. Let every customer feel our smile, our enthusiasm, our professionalism and feel at home.