“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Douglas Adams
Hello readers, I am still publishing some extracts of my second book “MY FRONT DESK EXPERIENCE – A YOUNG BANKER’S STORY, (published in 2016) which covers a three-day story of a young front desk officer in a busy branch. Please note that even though many of the functions have been replaced by technology, it is good to know how it all started before mobile apps, e-statements and virtual banking became a norm. however, in all activities, caution is key.
“Lest I forget. I have to work on cheque book requests for the day. These requests are also time bound and are printed by special security printers. One day’s delay can cause me some queries to answer. It is strange why many customers wait until they have exhausted the cheque book before they submit their request. Anyway the Customer is King. I have to ensure that the requests are properly signed and authenticated before submission to the printers. It is all done electronically but mind you, any wrong spelling of names, account numbers and so on can bring embarrassment to the Bank and rejection by the customers. The queue is gone and I am now relaxed and working without any distraction.
It is 4.30pm. “Ring….Ring”.. I quickly grab the phone before the third ring. “This is Mr. Kofi Bronya, speaking from London, may I have my balance?” My heart misses a beat. Not at this time!!. I havn’t even heard of the name before. Mr. Kofi Bronya from London. My first “red flag” is the timing of the request and the unfamiliarity in the voice. He could have sent an email or fax, is usually covered by indemnity, or better still he could have been on the internet banking facility, or the bank’s telephone banking service. How on earth can I confirm that it is the real Mr. Bronya? Even though I can go through all the motions of enquiring for confirmation of various forms of Identity, residential address, telephone, work information and some confidential information, I suddenly had a gut feeling and unease about the caller. Can it be one of those “Burgers” in Europe who have laid hands on or intercepted another Ghanaian “hustler’s” statement of account and attempting to find the balance and defraud the owner of the account. With my risk management training that there is a high propensity of ‘Burgers” juggling from one residential address to another, leaving behind a trail of unopened statement of accounts, I think fast. I have to think through my options and be decisive. Rehashing decisions, or being indecisive, are two big factors that can waste time and get in the way of effectiveness.
As for this one, I quickly transferred the call to the branch manager to do her usual due diligence and take a decision. A few cases of negligence have resulted in the bank being sued for conversion, breach of duty of care, breach of confidentiality by account owners domiciled abroad. I will definitely need some mastery in handling such “red flag” requests in the near future before I open my mouth too wide……. There is a limit to what I can and have to do. I should not repeat the mistakes of some front liners who think they should become masters of everything and stray into areas in which they have no knowledge.
It is five o’clock. I can hear Dela, the Teller singing! Oh as for that lady, she always sings immediately her cash balance is “Spot on” she infects everyone around with her joy. That means that on an unlucky day, her cubicle becomes quiet and everybody again gets infected with her melancholy. She is indeed a complex one.
It is six o’clock. I have to cleared my table……Did I say “Cleared” my table. What do I mean. Recently the bank’s clear desk policy has been repeatedly sung into our ears. At first I didn’t know that extra copies of identity cards, account opening documents received from customers, documents with the bank’s signatories on them are a gold mine to fraudsters. Can you imagine why shredders have become very important in our industry?
The least recognized document can “unmake” innocent people and send them to the police ‘counter back” on charges like aiding and abetting and causing financial loss to the bank!
I lock up all my stamps, documents, shred unwanted papers and shut down all electrical gadgets around my desk, say a word of thanksgiving to God, say goodbye to all and head home.
“Eeeh Circle, Kaneshie, Dansoman, Kwabenya, Madina, Osu” the Driver’s mates are once again shouting. This time it is a welcoming noise, because home sweet home….. I scramble into the bus and breathe a sigh of relief as I get nearer home. I reach home at 7.30pm, too exhausted to do anyything……………………..The end of another day of a multi tasking. As I get into bed, I pray that all the work I did has ended well, and I am not called one day to account for any fraud, errors and commissions in future. Banking is not a one-off transaction. It is a permanent relationship with the customers. One day’s work has ended but posterity will judge me for what I have done………..goodnight”.
Readers, having taken you through a typical multi tasking activity of a bank’s front-line executive, I hope that you appreciate the good side as well as the downside of the work they perform. Indeed, with the infusion of the risk management perspectives in all transactions they perform, they will realize indeed that banking is a beautiful experience and they should not regret taking the bold step.
One should look at each “juggling act” as an opportunity. Multi-tasking is like juggling a bunch of plates and keeping them all up in the air. Don’t allow yourself to get stressed out by simply thinking about all that has to be done. Many people overwhelm themselves, to the point of a migraine, just by their thoughts.
Banks and supervisors should note that the front line is not a beginner’s choice or designation. Of course they can be placed side by side with experienced ones and should be made aware that it is not a place to toy with. Supervisors should be in absolute control and monitor every activity to ensure that customers leave satisfied with transactions and services rendered to them.
It takes mental discipline, which only comes from experience, to keep a smile on your face while being pulled in lots of different directions. Look at each day as an opportunity to improve your skills, understand those around you better, and make the choice to find the good in whatever comes along. When you make the decision to look at your day as a training ground for better things in the future, it helps to see the opportunity.
There should be regular meetings to discuss the goals and any issues encountered by staff members. If the lines of communication are always kept open and the supervisor always keeps staff motivated as everyone pulls together with suggestions and help to make sure goals are achieved.
ABOUT THE AUTHOR
Alberta Quarcoopome is a Fellow of the Institute of Bankers, and CEO of ALKAN Business Consult Ltd. She is the Author of Three books: “The 21st Century Bank Teller: A Strategic Partner” and “My Front Desk Experience: A Young Banker’s Story” and “The Modern Branch Manager’s Companion”. She uses her experience and practical case studies, training young bankers in operational risk management, sales, customer service, banking operations and fraud.
CONTACT
Website www.alkanbiz.com
Email:alberta@alkanbiz.com or [email protected]
Tel: 233-0244333051/ 233-0244611343
The post Risk Watch with Alberta Quarcoopome: The Complex Journey Of A Banker; the Front Desk Executive appeared first on The Business & Financial Times.
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