Today, as part of my role within the bank I work in, I conducted a bereavement appointment for an elderly lady whose partner had just passed away. I followed our normal procedures, nothing effectively above and beyond the call of duty besides a warm personality, and she was grateful for the time and consideration we offered her as a customer of our bank.
Later on, I was introduced and asked to assist a gentleman who was widowed with his accounts, to answer his inquires and make an appointment in the new year to provide assistance and guidance. Effectively, being asked to perform my job.
Before we were due to close, a student came in with her mum looking to increase her overdraft due to the loans finance fiasco that took place. While initially we could not immediately look to increase her overdraft, I explained that there was an immediate appeals process for university students that could provide a temporary overdraft increase until her finances come in. And so we appealed the decision and she left with an increased overdraft, because I wanted to help her as an individual.
Then when I got home, I turned on my PC and read an
article on Yahoo! of all places, a blog effectively saying customers should "ditch the high street bank" and turn to alternative forms of banking.
I have no special attachment to the company I work for—effectively I live by the motto everybody has bills to pay and unless you have lived the American dream a job is a job. But the popular opinion of all the cool kids right now is that to work in a retail bank ranks you just a little bit higher than a politician and a member of the BA cabin crew.
But here's the thing: I am proud of what I do, despite being made to feel to the contrary but for a "biz" article, which does seem to suggest a person's sole interest in a bank is their rate of interest on their savings. To some people, this is the sole concern, and as a banking group we are letting this demographic down. And I would quite happily advocate these same individuals to transfer their money to these online and association banking schemes but for the simple fact that to do so would subject them to a first point of contact whose profession is not banking but grocery shopping or automobile repairs.
Given today's example of an individual I saw, if the elderly woman's money had been invested in the AA, and she wanted to speak to an employee in person to discuss her circumstances, should she have rung for breakdown cover? An optional extra? Flagged down a yellow lorry on the side of the road? If your money was invested in Tesco, would you go to a cashier scanning vegetables for assistance in your finances?
Having studied economics for three years, I have every belief that the market should act freely to an extent, but this form of diversification of firms growing beyond their original target market—in the case of Tesco looking to expand beyond grocery shopping into, well, everything—does worry me slightly. These advertised rates are just that, hooks to get money across and to its credit, I have heard they are launching in store "mini banks" within five chains. However, does that mean an individual has to travel hundreds of miles to see a Tesco banker? As far as I am aware the AA offer no personal banking service. And I wouldn't bother ringing to have your tire changed then asking your friendly AA road side assistant if he can look at increasing your overdraft.
My point is, these companies offer fantastic rates at this moment in time, while it's lucrative to target the high street banks given the bad press around them. And there will no doubt be stories of bad service experienced in retail banking branches, but today, on any given day, I helped three individuals out as this was my job, within a retail bank.
Right now its fashionable to bash a banker, but every day I go into work with the honest intention to help those that I see—not swindle your hard-earned pounds and twirl my villain's mustache. Today reminded me just what it was I enjoy about my role within the banking industry, and three people left the branch with the impression that guy was invested in my concern, that guy helped me out. Idealistic? Another day at the bank.
Are people being too hard on bankers? Would you trust your money to a car repair service or supermarket chain dabbling in finance?Image Source
charlesfwh@xanga sent us this very interesting post about the tense situation surrounding banks in the UK, which is very reminiscent of some of the sentiments felt in the US.
Comments (3)
being hard on banker? why are there so many problems? we're not suppose to ignore it if there are so many SERIOUS problems with banking.
I used to be a Bank Teller. I loved my job, but the people I had to deal with - AWFUL ! I don't have anything against banks and I can say I'd definately rather leave my money there than in the hands of some other thing like the AA or a Supermarket.
meh. probably.