When we are inspired and have a new view on our study and work life, we can consider writing it into our experience, which can help us understand our study, work and life during this period. But what are the requirements of experience? The following is a sample essay (generally 6 articles) on internal control and compliance of bank outlets, which I compiled for you. I hope it will help you.
Experience in internal control and compliance of bank outlets 1 Now the competition between banks is becoming more and more fierce. With the difference between banks getting smaller and smaller, quality service is becoming more and more important, and service is the first, because every customer comes into contact with the service of the bank first. Only high-quality service can make customers feel satisfied, feel at ease and have a sense of trust, so that customers will be willing to come again. In order to improve Huaxia Bank's own service level and achieve "everyone is good" in the quality service work, we visited and investigated China CITIC Bank, Bank of Communications, Industrial Bank, Jiangsu Bank and other peer outlets. Compare the services of other banks with our own, learn and improve what other banks do well, learn from the bad ones, and put an end to these phenomena in our work.
When I arrived at the gate of China CITIC Bank, a female security guard stopped at the parking lot at the gate first. I have been to countless banks. Only here can I experience the thoughtful service before I enter the door. As soon as I entered the lobby, the lobby manager greeted me warmly and asked what business I was dealing with. After indicating his intention to apply for a card, he took the number and led me to the self-service filling machine. After filling it out quickly, he went to the waiting area to wait. The rows of chairs that are common in other banks have been replaced by sofas, which are more soft and comfortable, just like sitting at home. When you sit down, a waiter pushes a cart and asks you what kind of drink you need, just like enjoying it on the plane. During the waiting time, I paid attention to the overall situation of the hall and found that there was a feeling of shining at the moment everywhere. The windows are bright and clean, the plants are evergreen and always new, and all the facilities are available. At the same time, tips such as "Be careful to meet", "Be careful to burn" and "Be careful to step" can be seen everywhere by putting and posting warm tips in eye-catching positions, which completely breaks the serious atmosphere of traditional banks and makes people feel at home. There are four lobby managers in the lobby, who are responsible for different areas and matters, and can take good care of every customer who enters the door. When I came to the counter window, the teller brother had stood there smiling and raised his hand to welcome me. After sitting down, he asked me what business I was dealing with. After I got the card, I was recommended to handle mobile banking at the same time. In the process of handling, no matter what he says, he always carries the word "please". Before leaving, he stood up and said to me, "Thank you for choosing CITIC Bank. Welcome to come again. " When I walked out of the business hall, I heard the farewell voice of the lobby manager behind me, which was kind.
In this investigation, I summarized some processes and practices applied in practical work. When customers enter the lobby, they should greet customers enthusiastically and actively, smile and say hello, ask customers' needs carefully, guide them to take the number, and effectively divert customers. As a hall attendant, you should be familiar with our various business types, product features and handling procedures. , and accurately and skillfully introduce products to customers or recommend products to marketers. Actively communicate with customers, sincerely and patiently respond to customers' questions, and the content of communication is easy to understand. Diversion the customers waiting in the waiting area for the second time, respond to customers' demands in time, make necessary appeasement and prevent complaints. Finally, take the initiative to say goodbye to customers when they leave.
Through this visit and study, I felt the service gap between myself and other banks. Providing quality service is more than just saying "hello". I think a person who can do a good job in quality service should be a generalist, who can not only understand the business but also solve problems, and also handle the relationship with customers to satisfy them. Psychological satisfaction, that is, the feeling of God, is particularly important. Careful+professional = surprise service. We need to know what customers think; We should think what customers expect, and we should know what customers don't think. At work, we should welcome guests with a smile, send them off warmly and keep polite language; When dealing with customers, we should be good at understanding their needs and trying to figure out their psychology, so that the service work is watertight. Only such meticulous and professional service will surprise customers and attract them to visit next time.
Experience in internal control and compliance of bank outlets II. The transformation of CCB outlets is a great pioneering work, which is "customer-centered and market-oriented". It is not only scientific and advanced in theory, but also has achieved outstanding results in practice. From the transformed1more than 400 outlets, the advanced experience is worth learning, so let's improve it.
As the saying goes, sharpening a knife does not miss the woodcutter. By watching the CD-ROM, all the staff understood the necessity of network transformation and hoped to apply it to practical work as soon as possible. For example, through flexible scheduling and reasonable arrangement of network resources, service personnel can meet the needs of counter business. At the same time, according to the complexity and time-consuming situation of customers' business, they actively arrange queues at different windows. If there are two counters, customers who handle simple business can gather in one window and leave immediately after completing the formalities. Naturally, they will not get angry or give up queuing because of the long waiting time, while customers who queue up for complex business in another window know that it will take a long time, even if they are behind similar customers, they will not give any evaluation, which effectively shortens the waiting time of most customers and improves the overall customer satisfaction.
Of course, redefining the role of the lobby manager and setting up personal business consultants, senior tellers and ordinary tellers to work in separate windows will really bring us different feelings, but the key lies in implementation. The following reform measures need to be deepened in our work:
1. Implement the strategy of "winning in the lobby". The lobby manager plays a very important role in diverting customers and discovering sales opportunities. As the first lobby manager, the outlet manager manages the business hall, making full use of the advantages of the outlet manager in ability, experience and authority, flexibly and effectively scheduling outlet service resources, so as to improve the service efficiency, sales ability and customer satisfaction of outlets and strengthen the management of the business hall.
2. Establish the position of individual business consultant. The purpose is to separate the marketing responsibility from the teller's work, realize the separation of sales and transactions, improve the sales ability of outlets and shorten the waiting time of customers while improving the transaction speed.
3. Set up a unified and standardized teller trading supervisor position. Unify the duties and workflow of the teller's trading supervisor position, so that it can shoulder the responsibilities of coaching the teller to improve his business skills, standardizing the teller's operation behavior, and urging the teller to show the spirit of the outlet, and effectively prevent the operation risk of the outlet through control before, during and after the event.
4. Tellers are divided into senior tellers and ordinary tellers. Ordinary tellers mainly deal with simple transactions with high frequency, large business volume and low single transaction time, and make sales recommendations in the service process; Senior tellers deal with complex transactions less frequently, with less business volume and longer single transaction time, giving consideration to sales and recommendation.
5. Reposition the role of the lobby manager. The lobby manager is an important role in the network, and it is required that someone must always play the role of lobby manager during business hours. The main task of the lobby manager role is to strengthen customer guidance, sales recommendation and customer management in the waiting area, reduce customer waiting time and queue abandonment rate, increase sales volume and improve the utilization rate of self-service equipment. The restaurant manager is responsible for the work effect of the role of lobby manager.
Second, adapt to the changes in customer flow and implement a flexible labor mix.
1. Configure the service window according to the change of customer traffic.
2. Conduct business diversion according to customer requirements.
The third is to actively explore differentiated service measures while realizing standardized service of outlets.
The fourth is to optimize the post authorization mode of outlets and do a good job in risk control.
When we try our best to serve our customers, society is also rewarding us. Our growth needs more customers' care, and the development of CCB needs more customers' support. Perfect facilities, scientific mechanism, let us play our potential, I believe tomorrow will be better. Let's take action, study hard to improve business skills, enhance marketing ability, strive for rapid breakthroughs and achieve greater results in accordance with the requirements of network transformation.
Experience in internal control and compliance of bank outlets 3 As a bank employee, I am no stranger to the topic of bank outlet transformation. Nowadays, the financial and economic situation at home and abroad has changed, and the competition in China's banking industry has become increasingly fierce. Bank outlets are not only the window of bank image and service, but also the main battlefield of terminal marketing. The bank's proposal to transform from accounting transaction outlets to service marketing outlets is not only an impact on traditional ideas, but also a challenge to build an online marketing system and cultivate a marketing professional team! Bank outlets must actively adapt to this new change. It is impossible not to transform, and the faster they turn, the better, and the faster they turn, the more active they are. If we don't keep pace with the times, we are likely to be eliminated by the times. Nantong outlets have already embarked on the track of transformation.
In my opinion, the transformation of business outlets is mainly divided into several aspects:
1. Service Management: 1 Service Standardization and Process 2. Service quality inspection. Differentiated service by customer. The improvement of service consciousness and service skills.
2. Marketing management: 1 planning and organization of regional 2 marketing activities. Cross-selling of outlet products: customer diversion and guidance create opportunities, how tellers find sales opportunities, actively market and explore target customers, and the linkage between corporate business and personal business 3. Customer relationship management and maintenance. Analysis of regional marketing environment and market segmentation.
Three. On-site management: 1 site layout and dynamic design of outlets: the decoration style advocates simplicity, comfort and warmth, and the spatial layout of outlets emphasizes functional division, which is obviously different from the traditional business model in which high-rise cabinets are the mainstay and all service functions are realized through counters. 2 how to do a good job in the marketing display of outlets 3? Create an atmosphere at the point of sale
The trajectory of several outlets of Nantong CITIC Bank's step-by-step transformation has taken almost two years, which has undergone qualitative changes compared with the traditional model. Since the transformation, based on CITIC's cultural background, we have started to carry out large-scale standardized decoration on the hardware of outlets, unified logo, unified appearance, unified publicity slogans and unified services, making the whole bank as uniform as an industrialized assembly line, and since then, we have taken the lead in appearing to the public as a standardized and advanced world-class financial enterprise, greatly enhancing our reputation in society. When considering process optimization, function division, business classification, teller classification and customer guidance, sub-branches first think of customer needs and feelings, not "only this way" or "only this way". For example, optimize the process, consider the convenience of customers, and save similar and similar procedures; Functional zoning also takes into account the privacy of high-end customers in handling business and enhances customers' sense of security. The purpose of writing a business guide is to make customers understand and unambiguous, pay attention to the image and intuition of the guide, and use charts and concise words instead of "long sentences" to describe it. Before the publication of the guide, the opinions of customers of different ages and education levels were solicited so that every customer could understand and use it. Providing better service for customers is the basic point of network transformation. To provide customers with quality services, the strength of employees' service consciousness is the key, and the strength of service consciousness comes from the role orientation of employees. For some time, leaders of sub-branches have repeatedly talked about "role orientation" in meetings and training employees, guiding employees to realize the role transformation in the "transformation", from the original "teller" to "waiter" and "salesman". Through training, most employees understand that as waiters, their daily job is to provide services to customers and meet their needs, and customer satisfaction is the standard to measure service quality; As a "salesman", in the process of providing services to customers, it is necessary to properly market CCB products to customers because of people, time and events. Service is for sales, and sales need better service.
Every detail of the renovation project of retail outlets has gradually penetrated into our heart. See the achievements of the Bank's transformation. I should reflect on myself and work hard. While doing a good job, we should actively think about and solve problems and make suggestions for the bank's transformation from outlets to strategies.
Experience in internal control and compliance of bank outlets 4. Experience in civilized and standardized service of bank outlets The introduction of civilized and standardized service of bank outlets is an important measure taken by the Agricultural Development Bank to improve the civilized and standardized service level of outlets, accelerate the transformation of business outlets, accelerate the integration of human resources, improve customer experience and enhance the independent brand image of the whole bank.
I benefited a lot from the service introduction training organized by the city branch. Although it's only been a few days, I feel I've changed a lot. I'm younger, more passionate and energetic. Under the guidance of two excellent internal training teachers, through observing and learning, we participated in the practice of introducing standard services. The teachers recorded our daily work services in the form of pictures and videos, and then discussed with you at the training meeting to comment on what was done well and what was not done enough. I deeply realize that the training and baptism these days have touched every nerve of mine, and my heart is always full of "service is the greatest competitiveness of banks." "
The civilized and standardized service of outlets depends on the strength of all employees. Neat and uniform dress, dignified appearance, elegant posture, cordial smile, warm words, warm reception and professional service have won unanimous praise from customers who come to handle business. Although it was only a few days, customers who came to handle business generally reported that our service was completely different, so they communicated with us more, the distance was shortened at once, the trust of customers was affirmed, and our confidence in improving our service was enhanced.
Feeling service is like looking in the mirror. Our smile and respect for our customers really benefited us a lot. Customer satisfaction can make us happy at work and have a good mood every day. At the same time, through learning, we can be inspired to constantly improve ourselves, surpass ourselves, and make our services more standard, standardized and professional. This is also the wealth we are creating for ourselves. How lucky we are.
How happy we are, in today's employment environment, our work will be envied by many people. Should we cherish what we have at present, be a grateful employee and work hard to be truly worthy of those who have given you kindness?
How short one's life is. When we are old, when we look back on our work, we hope that our work will leave us not only cold savings figures, but also customers like friends and colleagues like family, which will make us feel warm.
Experience of internal control and compliance of bank outlets 5 With the intensification of bank competition and the change of customer demand (see the article "Changes in Consumer Demand of Bank Customers" for details), the marketing transformation of the financial industry has changed from a service-oriented financial management organization to a service-oriented sales organization, which has become an inevitable trend in the development of the international financial industry. In this transformation process, the business outlets that have the closest contact with ordinary customers have undoubtedly become the top priority.
The transformation of business outlets of foreign banks began in the 1990s. Barclays Bank of the United Kingdom took the lead in launching a large-scale transformation of its business outlets among its peers, and began to abandon the traditional service-oriented network construction structure centered on closed high cabinets and transform it into a sales-oriented network construction structure centered on open sales of low cabinets. Behind this change is the change in the positioning of business outlets in the bank sales system.
Since 20xx, some banks have made some attempts in the transformation of domestic banking outlets. During my work in a foreign company, I was mainly responsible for the transformation of consulting bank outlets. I have tried this in many domestic banks and accumulated the earliest experience in the transformation of bank outlets in China.
In the process of providing professional marketing consulting services for banks in recent years, I have planned and presided over a number of similar projects, and successfully guided the sales transformation of a national joint-stock bank's business outlets. Now I summarize some successful experiences for my peers' reference.
Experience in internal control and compliance of bank outlets. In view of the continuous improvement of the mechanism of commercial banks, we recently started a half-month training and study, and finally conducted an examination and competition for posts. After work, I hurried back to the enterprise to study. Many parents leave unattended children in the business hall. This is how to overcome their own difficulties, sign in and sign out to learn, from business management scope to business operation process to business skills and skills experience, systematically and in detail to learn the theory.
Banking is a high-risk industry, because it is based on operating currency, so each of our employees has an urgent sense of mission and responsibility. In order to improve the quality and professional level of employees, broaden the scope of business, vigorously develop intermediary business, and carry out comprehensive tellers to handle public and private business in various ways, training is a top priority. In order to focus on improving work efficiency, everyone sacrifices their rest time to study overtime. Everyone loves their jobs and establishes a market-oriented and customer-centered business philosophy. I always feel that time is tight and the task is heavy, and I always feel too tired.
We should not only run private enterprises, but also learn to run public enterprises. Not only the task of saving money, but also the business of securities system. We should be a versatile talent, conform to the historical trend and focus on the overall situation.