First, learn and master the basic banking business.
On the first day of internship, the lobby manager showed me the workflow and defined the work content and tasks. Learned the basic knowledge of various basic instruments, simple operation skills, as well as various working rules and taboos. Because the lobby guide is the link between customers, tellers and account managers, it is necessary to learn counter business and counter-related knowledge first, so as to better answer customers' questions and guide customers to handle related business, thus improving the overall service efficiency of the branch. Counter-related knowledge mainly includes five parts: corporate business, private business, inter-bank business, credit business and corporate business. Specifically, it includes the study of vouchers and related subpoenas, operating procedures and transaction codes. At the same time, with the help of a senior from Guangwai University, I studied the relevant documents issued by the People's Bank of China, learned about the provisions of these documents on banking business, business norms and business scope, and cultivated a sense of service and competition. I have confidence and expectation that I can * complete the task. I believe I can satisfy customers with high-quality service and strive for more living space for banks with strong competitiveness.
Internship life has greatly expanded my knowledge in economics and related fields. It can be said that the knowledge of economics is the most contacted in the sales department, and how the economy affects people's lifestyle and state is the most contacted. Under the guidance and edification of internship guidance (lobby manager), financial management team and consulting business, I read a lot of investment and financial management books, and my knowledge has been extended, which is regarded as the expansion and practice of the theoretical knowledge of western economics and other disciplines I learned during my school days. During my internship, I mainly got a deep understanding of accounting and savings business, and this internship brought me practical knowledge that I couldn't learn in textbooks, which greatly broadened my knowledge. At the same time, I am more confident and more handy in my future study.
For our customers, the most familiar and familiar thing must be the savings business. For banks, savings business can be said to be the most basic and popular business. At present, in all large and small banks, the savings department basically implements the teller responsibility system, that is, each teller can handle all savings business, that is, opening an account, depositing and withdrawing cash, and handling a savings card. Vouchers are not transferred between accountants like public business departments, but each teller handles accounts separately and keeps accounts separately. However, the documents prepared by each teller must first be submitted to the person in charge of the relevant bank for review, and then passed to the superior bank for "post-audit". Although we usually think that tellers only print vouchers with their seals, in fact, there are many complicated and tedious tasks with high technical content.
"Every day is morning", and so is the accounting department. Every morning, the accountant in charge of bookkeeping is to check yesterday's accounts, such as pre-printing preparation, daily account statement, daily general ledger, balance check of all business accounting vouchers that happened yesterday, and so on. Then start the day's daily business, mainly checks, wire transfers and so on. Before noon, if there is a bill exchange, prepare a special transfer debit and credit voucher according to the exchange balance sheet and check whether there is a refund. In the afternoon, check the cheques drawn by other staff members, collect money at home, stamp the "offset receipt" and submit them to the checker for entry into the computer exchange system. After today's business is over, carry out day-end processing, print all relevant vouchers of today's business and reconcile; Print "Daily Account" to see whether the debit and credit of today's account are balanced. Finally, roll the bill. These printed vouchers are bound by special staff, and re-check whether there is a reverse seal of the subject, whether there is an omission of the name seal of the manager, etc. , and then submit the bound vouchers to the superior bank for review. This day's accounting work will be over.
Second, learn lobby marketing skills and answer customer inquiries.
In practical work, the lobby manager often tells us that we should pay special attention to etiquette when working in the lobby. Etiquette is a code of conduct and norm formed by people in communication activities. Managers who deal with customers all day represent the image and reputation of the enterprise, so be cautious in everything. To do a good job in lobby consultation, we should do the following: capable, steady, confident and friendly. We should be able to respond to customers' needs quickly, show a calm attitude towards different problems in the lobby, and handle and solve problems tactfully. When customers enter the network, they should patiently ask what business they need to handle, and smile, actively guide customers to fill in the application form, and patiently answer what customers need to know.
An important function of lobby consultation is to guide and divert customers, which requires lobby consultation to have a strong appeal, actively market channel products according to customer needs and divert them to self-service equipment, thus effectively reducing the pressure on the counter and truly providing differentiated services for customers. Etiquette in business, I mainly boil down to four contents: (1) Answering customer questions. (2) Diversion of customers in business. (3) maintain order in the lobby. (4) Marketing suitable wealth management products. Therefore, as a lobby manager, you should have rich knowledge, the ability to improvise and the eloquence of being good at marketing.
Harvest and experience
On the first day of internship, the director told me that lobby consultation is the first contact between customers and bank staff after entering the outlet, which represents the bank's first impression of customers. Let me sum up the most basic point of lobbying consultation: take the initiative to ask, smile, and must have affinity and appeal. Dongshan Sub-branch is located in the bustling Zhongshan Second Road, surrounded by many hospitals and middle schools, and there are many people, so the number of customers visiting the business outlets is increasing every day. As the "first image spokesperson", whether the lobby manager has affinity is the key to attract customers or form a good first impression on customers, and affinity is really from the heart and naturally distributed from the inside out. With a good attitude towards relatives, friends and children, face different customers every day, handle the business that needs to be handled for them, and solve the financial problems encountered.
I only have two months' experience in consulting practice in the lobby, but I feel that any job of BOC bears great responsibility and pressure, which represents not only the whole outlet, but also the image and service quality of the whole BOC family. We can't take a little personal emotion in our work. We should treat every customer with care and get high evaluation, so that we can have better development in our future work.