Join Mark Debes, the SVP of Retail Banking at The Fauquier Bank, and FMSI as we aim to answer the question, is there a way to achieve world-class branch service levels with technology? Uncover insights for optimizing your teller service potential plus strategies for getting the most out of the latest branch technologies.
4. • Gordon A. Williams IV, FMSI EVP Business Development
• Mark Debes, The Fauquier Bank SVP of Retail Banking and
Marketing
• W. Michael Scott, FMSI President/CEO
• Chad Davis, FMSI VP of Marketing
7. Controllable variables that positively impact branch service:
• Having the right personnel
• Training and accountability
• Management strategy
• Engaged/focus leadership
• Investing in technology
• Desirable branch design
8. Account Holder Service Assumptions
• No wait times vs. reasonable wait times
• Other retail wait times
– Grocery store
– Department store
– Fast food restaurant
– Coffee shop
• Excess staffing expense
9. Line Management – Addressing Account Holders
• Briefly talk to account holders in line
• A friendly conversation goes a long way
• Let them know it will not be much longer
• Invest in video monitors
12. Positioning Tellers for Optimal Service
Improper branch scheduling can lead to:
The bored branch employee
The overwhelmed branch employee
13. Incentive Pay Plans
• Encourage desired behaviors
• Stronger buy-in from staff
• Improvements to morale
14. The Teller Role
• Primary vs. secondary responsibilities
• Examples of “secondary” duties
– Account holder telephone calls
– Balances daily transactions
– File maintenance and other clerical work
– Cross-sells
– Outbound sales and support calls
15. Assigning Secondary Tasks
• Open task vs. defined time periods
– Identify lulls in transaction activity
– Time-block to complete task
– Establishes accountability
Alisha Calivan
Amy Grady
Andrea Jills
Andrea Potts
Ann Hall (SREP)
16. Taking calls on the teller line
• Redirect calls to call center
• Interruption hinders service
• Call center is better suited
17. Lobby Service Representative (LSR) Role
• Improve lobby service and efficiency
• Tracking and analyzing lobby activities
– Specific product/service activity
– Assist time tracking
– Daily account holder lobby visits
18.
19. $598 million in assets, has 10 branch locations in Fauquier and Prince
William Counties, Virginia
Mark Debes,
SVP of Retail Banking and Marketing Fauquier
The Fauquier Bank
Client since March 2012
24. Set up an in–branch cyber café
• Account holders switching to online banking
• Have front-line staff be part of the transition
• Provide friendly learning environment
25. Net Promoter Score
How to calculate your score?
Survey account holders: Ask, how likely is it that you would recommend
our institution to a friend or colleague? The response is on a 0-10 point
rating scale and is categorized as follows:
31. Improve the service at your branches:
• Better understand and manage the account holder service
expectations
• Define the roles of branch employees for optimal service
• Operate more efficiently with service accountability and
self-service technologies
32. FMSI has assisted over 600 financial institutions nationwide
in optimizing their branch networks through applying
actionable business intelligence from the analysis of
transaction data.
– Learn more at www.fmsi.com, or call 770.619.3443
– Download all FMSI white papers and recorded webinars at
fmsi.com/resources