Wednesday, March 14, 2012

An interview with...a loan officer


Since this is a blog about relationships, I thought it would be good to interview some people we may meet regularly in our lives.  I wanted to know the good and the bad of what they do and how we can make it better. After all that's what this blog is all about, making relationships better.  So over the next few weeks we will be hearing from a chiropractic physician, a probation officer, a real estate agent, a server at a restaurant, a custodian, and hopefully a couple more.  I hope you enjoy this and learn a little something too.
_________________________________________________________________________________


Today we have an interview with a friend of mine from church.   As you read today, think about the bank tellers and loan officers, you have encountered and will encounter. Think of this when you are having a great day and a horrible day. Think of this when you are stressing about a loan or when the bank misfigures something and causes you issues. Let's all make an effort to be kinder to the bank tellers and loan officers we encounter. There is some GREAT information here that should help you become a better customer. They do not have an easy job and you can make it easier!



What is your job title? 
Customer Service Representative (I do everything, teller, loan officer, account specialist all in one!)


What is the best thing about your job?
It is that I get to help people in all stages of life. I get to help the children start saving, the teens & young adults figure out how to control their checking, the credit report "newbies" to understand how credit works, and best of all, I get to help people with not so great credit get a loan or build their credit in order to meet their future goals! 


What is the worst thing about your job?
I have goals to meet in our main office call center that keeps me from being as available to my local customers as I think I need to be in order to serve them most effectively.

What is the most considerate thing someone has done for you?
I’ve had a couple of customers email my manager and the CEO to let them know how much they liked the service they received from me.  It is nice to get the positive feedback because too often people only think to give negative feedback.

What is the least considerate thing people do to you?
They walk up to my teller station or desk even though I’m clearly on the phone or working intently on something.  It suggests I need to “rush” my work with another (very real) person in order to help them now.

What could people do to be more considerate to you?
Keep in mind that I do have other customers that may have needs that are more time sensitive and that I wish to provide excellent service to everyone.  I cannot necessarily be a “personal banker” all hours of the day.

What unspoken rule do people break most often?
People come running into the office the minute before closing time at the end of the day and wish to do a loan application or open an account which takes quite a lot of extra time and detailed attention.  We are not necessarily allowed to work longer hours because of overtime rules.  Many banks and financial institutions have a “close time” on their alarm system that puts us under pressure to leave the office in time for the alarm company to receive the correct “close” signal.   Knowing this about my own job has made me more considerate of other companies’ office hours and I try to make arrangements or appointments to allow adequate time to do business without infringing on other people’s personal time.

2 comments:

  1. I forgot to put in what the best part of my job is! It is that I get to help people in all stages of life. I get to help the children start saving, the teens & young adults figure out how to control their checking, the credit report "newbies" to understand how credit works, and best of all, I get to help people with not so great credit get a loan or build their credit in order to meet their future goals! ---Katie

    ReplyDelete