A Customer Representative's day
Work in one of our branches as a Customer Representative and what might you get up to day to day? Of course, when no two days are the same, it’s hard to be precise. Even so, some of our team have done their best to give you an idea. Click on a time to read what happens during a ‘typical’ day.
"I've come in early this morning to service the fast-cash machines and pay in yesterday's deposited cheques. This has to be done before the branch opens so it means getting in earlier than normal, but we take it in turns to do this, so that keeps it fair - plus we get paid an allowance for doing it."
"We've just had our weekly training session, where our manager talks us through all the new promotions and any new systems we're launching. There's always something new to learn, so it keeps us on our toes, but our manager's a good teacher."
"One of my regular customers has just come in specifically to drop off a thank you card for me. I'd helped her get a copy of a cheque the other day, which is normally a long drawn-out process, but I made sure I kept her up to date. I enjoy doing something extra for my customers, so getting such a nice response from them is just a bonus."
"This is the lunchtime rush. For a lot of our customers, it's the most convenient time to deal with their finances, so if there's a queue forming, we'll show a few of them how to use the fast-cash machines to save them time. It can be stressful, but even when it's busy we never rush customers out of the door."
"One of our regular customers just came in to ask about travel insurance. He was worried because his boiler had started playing up that morning and he had just paid for an expensive holiday. I suggested he talk to a Customer Account Manager about a personal loan so he could spread the cost of the boiler and get it replaced quickly. He was very relieved and set up an appointment for his return."
"I've finished my stint behind the counter for the day, so now I'm going to host in the hall, where I'll welcome customers into the branch. It's great to have that kind of variety to your day."
"One of my regular customers has just come in for some advice on her mortgage so I've made an appointment for her to see a Financial Consultant/Mortgage Consultant. I've built up quite a strong rapport with a lot of the customers, so for me it's vitally important that we only sell them products we believe will help."
"I've just had quite a tough enquiry from a customer who was having a few problems with her money. People can get quite emotional when they're talking about their finances so it’s important to be sensitive and understanding. It feels really good to be able to help and to know that person has walked out of the branch feeling better than when they walked in."
"The branch has just closed, so it's time to balance the tills before we head off. I've been on the front desk today and my legs are a bit tired, so it's nice to know I'll be home by six o'clock. Tomorrow I'm on the cashier desk - it's good that we swap places regularly."