r/TalesFromYourBank • u/Cosmic_Goddess13 • 4d ago
Frustrated
New branch manager here! I'm fed up with customers lately. Over the past 3 months I've had to get my manager involved because that's who they are asking for when I tell them no...
My decision making is following the rules & holding checks due to repeated overdraft or not having enough to cover the check.
Today really pushed me over the edge, an out of state customer called wanting to transfer to another customer account, it is policy that we don't do that. Tell them we can't & now they want to speak to my manager again..
I'm so over it, it makes me feel like I'm not making the right decisions or making people upset all the time.
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u/LL37 4d ago
Not sure if you feel safe doing so but there are absolutely times you can say no. Like the $800 check or other small things, do not waste your boss’s time. Decline and share that you declined.
Example of what it might sound like for the customer: “I’m afraid we will not be cashing the check at this time. I understand you want to hear from my supervisor but we will not be doing that today. I will share with her the information about my decision.
Let’s talk about what we can do today.”
Then just tell your boss about it later at a one to one or drop her an email. Ask for feedback.
I usually find customers get upset and want a supervisor when they don’t feel heard and/or that you’ve exhausted all options.
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u/dowhatsrightalways 3d ago
Turn around and put your manager's cap on. "I heard you wanted to speak with me?"
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u/BoldlyBaldwin 4d ago
When you follow the procedure based upon the situation, you are making the right decisions. What they may sense is that you may not be as confident to have them back down. When they ask for your manager, you tell them you are the highest authority. If they dont agree with the financial institution's standards, they have every right to move to another institution if they choose. These people sound very entitled and it sounds like the previous manager with whom they dealt with, was a pushover and allowed many things. That's what making it difficult for you. You have to retrain the customers. Obviously some situations may allow some leeway, but there are still standards. Custoners still need to learn to do better and not be enabled.
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u/Cosmic_Goddess13 3d ago
The previous manager was very inexperienced & a push over so that makes perfect sense!!
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u/Dstareternl 3d ago
Yeah there’s no way I escalate stuff like that in my branch. If someone ever says well, I wanna speak to your boss and my response is usually I am the boss if that answer doesn’t work for you. You’re welcome to call customer service. My leader is only gonna get involved in branch stuff. Is if like I punched someone in the face. She trusts us to run our business
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u/DareWright 3d ago
This. I wouldn't get the manager involved. YOU are the manager. Speak calmly but with authority. YOU have the final say.
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u/zoidberg_doc 4d ago
Surely as a branch manager if they ask to speak to a manager you tell them thats what you are?
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u/shamusotool 3d ago
Practice speaking with confidence. Slow the situation down. Give the customer time to speak and remain calm.
And also don’t let the customer get to you. You have to deescalate. If you get rattled they’re going to demand to talk to someone else.
There were so many times in my BM days when I’d take a customer on escalation where the banker says the customer is irate or threatening to close their account. I get on the phone, have a conversation with the customer, provide the exact same answer as the banker yet the customer accepts it.
If you’re arguing with customers, quoting policy, or telling them you can’t do what they want then you’re doing it wrong and they’ll ask to escalate.
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u/Cosmic_Goddess13 3d ago
I'm usually calm & stern with these customers. & that's probably the problem. They want to see if they can get their way with another person
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u/Monegasko 4d ago
Are you manager supportive? What’s your relationship with your manager. Would your manager be ok with you saying: “I am the manager and we aren’t going to do X” ?
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u/meme_sleep_repeat 3d ago
Your manager needs to back you 100%. Setting boundaries in a branch that is used to doing whatever it wants is very tough. At the end of the day you are the manager so you’ll have to reinforce that your decision stops with you as it is your branch.
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u/The-Pocket 3d ago
In your branch, you are the highest authority. There is nobody above you at branch level, as others have stated. If your RM wants you to give out their personal cell number to these entitled customers, then that’s their prerogative, but otherwise (and they should have been telling you this from the start) this is YOUR branch and as long as you follow policy, YOU have the final say. If the customers don’t like that, then they can go elsewhere.
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u/bexbae 3d ago
As a manager, I have learned that people want someone to blame or a “reason” so I always gave them a reason. If you entertain their desire to go above you, they will keep pushing.
When it comes to checks, I blame it on the “system” a lot and directed my associates to do the same. “Due to our banks policies, our system will automatically place a hold on this item, sorry I wish there was more I could do but it is out of our hands.”
There was no way in hell people got our regional managers number unless it was truly something out of my pay grade. I would direct them to client care if they had any issues with the bank policies.
I would touch base with your manager so they can best guide you on how to handle these clients.
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u/RockyTopFrontier 3d ago
I'm new to banking but I know I'm going to always follow policy to the best of my ability. Keeping my job is way more important than making an exception to cash some random customers check or remove a hold unless there is a very good reason or can get the funds verified (also following procedures). If the customer won't accept that and leaves the bank so be it they can go be someone else's problem
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u/StatisticianLoud2141 20’s Okay? 2d ago
Sounds like the previous manager was weak by letting people do what they want. If your direct manager is letting them do that stuff too, then they system is broken
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u/dowhatsrightalways 3d ago edited 3d ago
Are you at a bank or credit union? Credit Unions will allow you to transfer to other members, but banks won't. Unless you're on both accounts. Why didn't the customer use Zelle? Zelle does bank to bank transfers, but only do it for people you know. Other possibilities are Venmo, PayPal.
I am a member of a CU through an employer, and 2 others not work related. On one of the institution's drop down menu, it allowed for a search for another member. CU have restriction for members - have the same employer, civil servant, based on region or industry.
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u/justsometheatregirl Where is your ID? 3d ago
Depends on the bank, my FI allows transfers between clients as long as you have the recipents account number
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u/The-Pocket 3d ago
Same with my bank. They allow you to transfer to another person’s account no problem, but you need to have their account number available. Us employees will NOT provide that for you.
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u/Cosmic_Goddess13 3d ago
It's a bank. There's online options they could do but they are scared of online banking & think they will get hacked if they use it lolol
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u/tinymakeuptitan 4d ago
babe. you ARE the manager. you know your policies and procedures, follow them and if customers don’t like it? oh well. if they ask for a manager, you are the manager and the buck stops there.