News Topic: Branch managers

The coronavirus is changing how consumers interact in branches and banking online. Bank leaders should be prepared. ... Read full article

Want a winning team at your bank? Take some tips from LSU’s head coach Ed Orgeron on empowering leaders. ... Read full article

Bank employees need to stop seeing new technology as a threat. ... Read full article

As banks seek to innovate, executives should accept that ignorance and mistakes are part of the process. ... Read full article

Online banking and self-service options for customers free branch workers to focus on business development. Employees will need to step up to the challenge or they'll be left out. ... Read full article

Bank managers should remember their roots and keep their hands in business development, even as they climb the ranks. ... Read full article

The advent of self-service apps has reduced the frequency of customer-employee interactions at banks, but that just makes face-to-face time all the more valuable. ... Read full article

When bank customers are treated poorly by branch employees, it can damage the relationship even if the specific issue is effectively resolved. ... Read full article

Research and consumer surveys aren’t the only tools to help banks understand what they need to do. Friends of executives can provide honest feedback as regular customers. ... Read full article

Given the rapid pace of change across the industry, it’s wise for banks to focus on improving customer service rather than chasing the strategies of their rivals. ... Read full article

In our quest to solidify and improve customer satisfaction, we should not set up systems that have our teams more focused on manipulating scores than actually earning them. ... Read full article

One year after the San Francisco megabank paid $190 million in fines and restitution after it opened millions of unauthorized accounts, Wells remains mired in scandal. Why hasn't the firm been able to recover? ... Read full article

The days of having an employee who happily works at the drive-through window for 30 years are over. So what’s a bank to do about its branch staff now? Bank of Tennessee has some ideas that it expects will appeal to millennials. ... Read full article

The goal, according to Wells Fargo's head of community banking, is to focus on how customers are treated rather than how many products they buy as well as create a consistent approach to the megabank's sprawling branch network. ... Read full article

Bankers who shake more hands, ask more questions and, yes, hand out more business cards than the competition will win more clients. ... Read full article

While overbooking is a unique issue for the airline industry — and this may be an extreme example — the United episode is a cautionary tale for any service industry, including banking. ... Read full article

Such reinstatements are unusual, and could signal a more aggressive approach by the government to protecting whistleblowers in the financial services sector. ... Read full article