Surname Sabelo First names Nontuthuko Praiseworth Company ABSA Module ABSA Banker 1-Experience 1-Customer Engagement in Banking Submission date 23 July 2018 Employee number 4587635 Table of Content Title Page Introduction 3 Current trends in banking industry 4-5 Well-rounded banker qualities 6-7 Banker personal brand 8-9 Personal development plan 10-11 Conclusion 12 References 13 Introduction A well rounded banker is one who applies all 9 banker qualities in order to deliver appropriate customer service
First names Nontuthuko Praiseworth
Module ABSA Banker 1-Experience 1-Customer Engagement in Banking
Submission date 23 July 2018
Employee number 4587635
Table of Content
Current trends in banking industry 4-5
Well-rounded banker qualities 6-7
Banker personal brand 8-9
Personal development plan 10-11
A well rounded banker is one who applies all 9 banker qualities in order to deliver appropriate customer service.Umlazi Mega City branch is situated in one of the largest locations of KZN in Umlazi.Our clientele look for easy and simplified banking which requires a lot of client education and assistance, excellent customer experience is our key element in retention and acquisition of clients. If all of us strive to be well rounded bankers we will be able to meet and exceed the expected results on our scorecard in terms of customer pillar. Being in the course Customer Engagement in Banking has given me perspective in understanding my enneagram style, how it has an impact of being a well-rounded banker, how to identify my colleagues enneagram styles which translates to better ways of working and impact a positive impact in the performance of the branch.
1. a Key Trends in Banking Industry
. Internet/Mobile Banking
Banking has been made easy by introducing internet/mobile banking but some clients are still not educated enough/they don’t have enough information when it comes to usage and how to operate. We get clients who are irate that needs patience to be taught throughout the process. We as well-rounded bankers need to always be up to date with the new updates in order to give clients the best/updated information at all times. Mobile banking will continue to accelerate past standard banking in customer preference as their digital, user and customer experiences become more enriched and data-informed.
Clients prefer the old way of banking of coming inside the bank to do their banking. Instead of being migrated to ATM, Telephone or Internet banking. This creates havoc and confusion especially to the older generation as they believe that these channels are unsafe. This helps in terms of reducing waiting time and long queues in the branches.
Conexus is an external company that measures all round customer satisfaction and experience within all business units. This is referred as the Service Operational Score Survey which is based on Customer Experience(SOS) AND Customer Satisfaction(NPS) with expected standards of 90% for SOS and 45% NPS
Trends in current and past customer service scores
Umlazi Service Operational Scores:
Scores Target February March April May June July
SOS Score 90% 98.33% 92.35% 91.05% 90.91% 96.80%
NPS Score 45% 91.67% 62.11% 66.67% 54.55% 80.00%
With the above table, it is evident that the scores are at a stagnant phase with room for improvement. Currently we face service failures, which are sometimes in our control and some beyond our control i.e. clients asking for larger waiting area at the teller department.
Herewith are the Top 5 experience at our branch by the customers:
Acceptable waiting time
There are several positives to be drawn out though from all the negatives, as issues arise and addressed immediately we find ways to deal with them in order to improve customer experiences. This is where the Entrepreneurial Mind-set comes to work. Everyone in the branch must learn to multi-task, be goal driven and put the client on top of mind.
In order to increase our customer scores and reduce waiting time, we had to add another Consultant and as a result we have 3 Consultants in the branch which has made a difference in our customer scores, chairs were added at the teller departments for pensioners/differently abled clients.
With regards to longer waiting time, we have multi-skilled team members to cover in various departments, to assist in customer migrations and customer education of our digital services. Constant walking of the queues by management and having customer interaction for customer ease.