Self-evaluation of bank employees 1 Looking back on xx years, I worked in XX branch for days and in sales department for days. In these 0 days, the bank teller's work summary earned more than 1 100 million in cash from me and paid more than1100 million. No counterfeit money can escape my eyes. There are many customers in the form of contact, some can clear the fog with a calm tone, some can cross the sea with a bright smile, but I can't. I use exaggerated and technical expressions to frustrate their rudeness and appease their hearts; I love my job and enjoy it. I am good at finding beauty in my work.
During this year, I met two value-added customers, one with a smile like Ahn Jae Wook, the other with a charm like Hu Jun, and the other with a dignified version of Daniel Wu. I like being clean and tidy in my life. In the summary of bank teller's work, I will never let any residual banknotes mix into the new banknote team. In my spare time, I will clean the outlets spotless and flush the toilet with fragrance and reflection. In line with the motto that it is better to write poorly than to remember well, read the documents carefully every time and record the new operations and new businesses in your private notebook for future reference; I am eager to learn. In the past year, I approached atm actively, cared about it and felt it. Finally, I am familiar with its spleen and take the initiative to take care of it on holidays. Everyone is on fire and every household is safe. As long as there is a new product, I will definitely touch it as soon as possible, but I don't know how to use it in case I need to use it. Cherish life cherish life bank teller work summary, for the second door, I always follow the file steps to simulate the practice, execute it in a formal format, and become a habit with the best attitude; Know yourself and know yourself, and you will win every battle. Because our generation has the possibility of internet addiction, I always browse the homepages and latest financial reports of other banks, seek inspiration in my work, and cultivate my own cells to do something for the credit society.
With the end of 20xx approaching quietly, I have been working for one year. From my initial lack of confidence in business skills to my ability to analyze credit business alone, what happened really benefited me a lot. Looking back on this year's work, with the care of bank leaders and the help of all my colleagues, I earnestly studied my business knowledge and skills, actively performed my duties, summed up the shortcomings in my work in time, worked hard to improve my professional quality, successfully completed my personal work tasks, and improved my ideological consciousness, professional quality, operational skills and quality service. The experience and experience of this year are summarized as follows:
First, the canal is required to be so clear, because there is running water at the source.
No matter what occupation you are engaged in, you need to keep learning and get fresh "source water" in thought, culture and business. Only in this way can they make continuous progress and keep clear water.
Facing the position of loan officer, I was still a little uncertain at first. It is difficult for me to know the basic situation and business information of customers on the spot, investigate and master the loan purpose and repayment willingness of customers, and analyze the repayment ability of customers. These are all very difficult for me who only attended the training for a few days. At first, I kept thinking, I made a mistake in my analysis. What should I do if I throw the money out? So I often call the master of Ordos corporation for advice during training. Communicate your doubts with them, and think and summarize yourself after getting a serious answer. Learning in practice has given me a new understanding of credit work and increased my confidence.
At the same time, I deeply feel my own shortcomings in this respect. It is not enough to learn from practice, but also to supplement your theoretical knowledge. So I actively use my spare time to strengthen the study of financial theory and business knowledge, and constantly enrich myself. Actively participate in all kinds of training provided by banks, integrate all kinds of learning materials issued by banks, apply what they have learned, read financial books in their spare time and refer to successful credit cases.
Through practical experience accumulation, professional training and self-study, I gradually mastered the loan business and operation process. Professional work ability, comprehensive analysis ability, coordination ability and written language expression ability have been greatly improved.
Second, based on their own progress, and strive to water the credit.
I love my job. I can take every task seriously and reflect the country's financial policy flexibly in my work. Seriously abide by the rules and regulations, be able to complete the tasks assigned by the leaders in time and actively carry out business. Looking back on this year, our efforts have finally brought gratifying results.
1, unite and observe discipline, and do our best to improve operating efficiency. Over the past year, I have United my colleagues, obeyed the arrangement of the leaders, and actively done my job.
2. Strengthen awareness and actively market loans. After coming into contact with the credit work, I constantly strengthened the awareness of loan marketing, broke away from the idea of "being afraid of loans", looked for borrowers with good benefits, actively conducted market research on borrowers on the premise of ensuring the quality of credit assets, and gave credit support to individual industrial and commercial households with market and credit.
3. Adhere to the principle of credit and do a good job in credit investigation. I know that the quality of credit assets is related to our business development plan, and the responsibility is more important than Mount Tai, so we can't be careless at all. Over the past year, a careful investigation has been made on every loan, from the borrower's subject qualification, credit status, current situation and prospect of production and operation projects, repayment ability, to the guarantor's qualification and guarantee ability, and the legal effect of mortgage and pledge; From inventory inspection, current account use inspection to on-site inspection of houses and equipment; From the calculation of assets and liabilities, the analysis of production, sales and profits to the study of net cash flow of operating projects, the determination of loan risks, and the reasons for lending and not lending, I have carefully investigated every link without any slack. In the pre-loan investigation, I achieved the "three musts", that is, the loan conditions must conform to the policy, the loan documents must be legal originals, the lenders and guarantors must be present to verify and sign, and strangers should be regarded as acquaintances, thus ensuring the compliance and legality of loan issuance.
4. Strengthen management and strive to recover all loans. Collect overdue loans, investigate the customer's operation in that year in detail, understand the customer's income of 20xx, and ensure the bank to recover overdue loans in time.
Third, the road is long, and I will go up and down.
The year's work has gradually come to an end, and some achievements can't be achieved without the strong support of CDB leaders. I am well aware that I still have many shortcomings. Through a year of training and training, I have learned a lot of knowledge and the truth of being a man. The road to glory is long, Xiu Yuan, and I'm in the ups and downs.
In the new year, I will strive to overcome my own shortcomings, study hard, improve my own quality, actively explore, perform my duties and obey the leadership. Be a good employee assistant, work together with all employees Qi Xin, unite as one, and make due contributions to the improvement of our operating efficiency and the completion of various objectives and tasks in the coming year.
Self-identity of bank employees participated in the service etiquette training organized by the head office on March xx, and they were fortunate enough to listen to the lectures of professional senior experts with international standards and get guidance. I was deeply moved by their statements in the service etiquette course.
As a service-oriented financial enterprise entering international business, it should not only have advanced facilities, comfortable decoration and elegant environment, but also have high-quality and good service. However, the premise of these services is to leave a good first impression on the guests. Personally, I think a good first impression begins with the etiquette of the guests at first sight.
It should be said that every employee knows the most basic etiquette, but in the specific reception service work, either we forget the etiquette, or the etiquette is not in place, or we can't express it clearly. In this training, the teachers taught: learn to praise, discover the advantages of others, learn to listen and smile; Learn to dress solemnly, behave appropriately and show professional taste; Understand the main points of communication, improve communication skills, seize every opportunity, and do not miss outstanding customers; Enhance professional credibility, win the trust of customers and increase customers; Look at things with an inclusive attitude, and enhance the public image of the bank by shaping the personal professional image. In a word, we should try our best to make our manners and good service leave a good impression on our customers.
In order to effectively standardize the service behavior, we must make our standard service a habit according to the service etiquette requirements mentioned in the training, so as to achieve standardization and regularization, and at the same time, reflect the value of our own service and show good personal cultivation while providing quality services to our customers. Enhance the bank image perceived by customers through personal professional image and demeanor, plus thoughtful service.
Thank leaders at all levels for providing me with this rare learning opportunity. In just three days, I broadened my horizons and learned systematic business knowledge on how to do my job well and improve my service level. Of course, it's just that the head office has provided me with a key to mastering the new field of world finance, and I need further study, further study and improvement in the future. Below I report from the following aspects:
First, world-class training institutions teach us.
The training course consists of 39 participants from various branches of banks in China. The keynote speaker is Professor Zeng Zhiyao from Shanghai Qiming School of Finance and Management, Qi Ming Global Institute, USA. Although the training time was short, Ceng Laoshi used her unique global resource advantages and professional knowledge to tell us the new concepts of "global education" and "global enterprise" flexibly and diversely.
The theme of this training is "Heart Service" program. "Dedicated service" is to provide our customers with sincere and heartfelt services. Through learning, I know that only by being enthusiastic about every customer can we gain trust and further let customers fully express their needs; We must observe and experience carefully in order to deeply understand the real needs of customers; Be proactive, enthusiastic and effective according to customers' needs. I firmly believe that only a heartfelt willingness to serve can provide customers with satisfactory services. We should sincerely serve our customers and make them feel at ease and comfortable. We should create a beautiful service atmosphere, so that our customers can experience pleasant service, and then let them recognize and like to accept our services from Shanghai Pudong Development Bank.
In brand management, you can spend 75% of your time, money and energy on influencing customers, leaving only 25%. For banks, operating our service brand must spend at least 50% of time and money to influence employees. The priority is just the opposite, and product brands put customers first. Service brands put their employees first. In order to make brand service effective, employees must be taught to experience the brand they serve, because for customers, the person who represents the brand is the brand. If employees misbehave, the relationship between the brand and customers will collapse.
The following story is a case that the teacher told us in the lecture. As a service industry, their practice is like a mirror, which may inspire us to think:
Yu Xiansheng went to Thailand on business and stayed at the Oriental Hotel. When he first checked in, he was deeply impressed by the good environment and service of the hotel. And several details of his second stay made his good impression on the hotel upgrade rapidly. This morning, he just went out to eat, and the floor attendant respectfully asked, "Does Yu Xiansheng want breakfast?" Yu Xiansheng was very surprised and asked, "How do you know my last name?" The waiter said, "our hotel stipulates that all guests' names should be memorized at night." This is a great surprise for Yu Xiansheng, because it is his first time to travel around the world and stay in many hotels. Yu Xiansheng happily took the elevator to the restaurant. As soon as he got out of the elevator, the waiter said, "Yu Xiansheng, please come in. Yu Xiansheng was even more puzzled: "Do you know my last name?" "The waiter replied," the phone just came down and said you had gone downstairs. "
Such high efficiency once again surprised Yu Xiansheng. As soon as Yu Xiansheng entered the restaurant, the waitress smiled and asked, "Do you have any old seats in Yu Xiansheng?" Yu Xiansheng's surprise escalated again, thinking, "Although this is not the first time I have eaten here, the last time was a year ago. Does the waitress here have such a good memory? " Seeing Yu Xiansheng's surprised eyes, the waitress explained voluntarily, "I just checked the records. On June 8 last year, you had breakfast in a seat near the second window. " Yu Xiansheng said excitedly, "Lao Xi! Old seat 1 The waitress then asked, "Old menu? A sandwich, a cup of coffee and an egg? " Now Yu Xiansheng is no longer surprised: "The old menu is the old menu 1. This breakfast left an unforgettable impression on Yu Xiansheng.
Later, due to business adjustment, Yu Xiansheng didn't go to Thailand for three years. On his birthday, he suddenly received a greeting card from the Oriental Hotel with a short message: "Dear Yu Xiansheng, you haven't visited the Oriental Hotel for three years. We all miss you very much and hope to see you again. Today is your birthday, I wish you a happy birthday. " Yu Xiansheng was very moved at that time, and vowed that if he went to Thailand again, he would definitely stay in the Oriental Hotel, and he would convince all his friends who went to Thailand to choose the East like him. A letter with a six-dollar stamp bought a customer's heart in this way-this is the magic of customer relationship management.
In daily service, we should also serve attentively, pay attention to details, play the spirit of teamwork, consolidate old customers and develop new customers. Marketing tells us that the cost of winning a new customer is five times that of retaining an old customer, and the profit contribution of old customers is 16 times that of new customers. Then retaining old customers is to increase profits and enhance our competitiveness in the market.
Second, the flexibility and diversity of learning.
In this study, the teacher adopted an interactive method, and we were divided into five groups. Teachers and students discussed the case of advanced banks implementing service quality. They also discuss in groups. Students practiced on-site service etiquette and seamless handover service process, and practiced pronunciation and body language, multimedia courseware and teaching.
During the etiquette welcome drill, I felt: 1, take the initiative to go forward five steps away (that is, when the customer walks into the business hall, take the initiative to greet the customer five steps away from the customer, and don't wait for the customer to approach, which will scare the customer); 2. Keep a cordial smile; 3. Look directly at the customer's eyes; 4, lean forward slightly about 30 degrees, nod to show welcome to customers, etc. are very applicable.
Seamless switching refers to a very smooth customer service connection. It is very important for lobby managers, financial managers and every teller in seamless service to play team spirit. From the lobby manager to greet customers and find out their purpose, to guide ordinary customers to self-service banks or high-counter areas or low-counter areas, and then to recommend identified high-quality customers to wealth management managers, all need overall cooperation.
Complaint is the most annoying problem that every employee will encounter.
When handling complaints, we should pay attention to: first, establish a good attitude. When customers express any complaints and dissatisfaction with the bank to you, you have the responsibility to handle the customer's emotions on behalf of Shanghai Pudong Development Bank. Our common wrong mentality is: it is not my fault, or it is not the fault of our bank. Why should I handle it? Therefore, for customers' complaints and dissatisfaction, a series of explanations, rhetorical questions and prevarications will make customers' emotions accumulate and complaints become more and more serious.
When customers are dissatisfied with our service, we should take the initiative to apologize to them, even if it is not our own fault. Apologize at this time is to apologize for the "angry and angry" emotions generated by customers. It doesn't mean that we admit that the thing itself is wrong. An appropriate apology can immediately relieve the customer's mood and help the customer to deal with it later.
Another point we often encounter in counter service is that customers will be dissatisfied when their needs conflict with our system. Don't rush out of the banking system in front of customers at this time. We can calmly help customers find ways to solve their problems, and at the same time euphemistically inform customers of our risk points, showing our enthusiasm and sincerity in handling things.
Through this visual training, I know the importance of lobby manager's work, which is one of the keys to improve the core competitiveness of retail banks and the link between lobby managers, customers and tellers. The improvement of the professional quality of lobby managers is very important for building first-class industry services.
The fourth is the experience of participating in training.
I was deeply impressed by the on-site drills in this training. Tellers, lobby managers, wealth management managers and customers run through the whole daily service, which taught us that Qi Xin should work together and cooperate with each other to truly build a first-class service brand of Shanghai Pudong Development Bank.
Although the establishment time of Shanghai Pudong Development Bank is shorter than that of many other financial institutions, it has advanced management concepts and business concepts, and it deserves my youth and enthusiasm. Since I am a member of this financial institution, I should base myself on my post and do my job well. In the existing post, constantly improve their business level and service level, and constantly improve their professional quality. According to the requirements of Shanghai Pudong Development Bank's "Heart Service" plan, we should shape our own image, standardize our behavior, improve the quality of service, and start from ourselves to effectively improve the competitiveness of the whole bank's overall service.
Self-evaluation of bank employees Chapter 5 Ten days of provincial training passed quickly, leaving us to listen quietly to the teachings of our predecessors and leave our truest and brightest smiles. Looking back suddenly, there are not many opportunities to get together like this. We are about to go to work in a mighty way, meet new challenges with a brand-new mental outlook, with sincere fear in our hearts, but full of joy and expectation.
If someone asks me, what impressed you most during the training? I want to say, it is the power of example. Every provincial leader who taught us deeply infected us with their living standards, work experience and experience. They are knowledgeable, experienced, modest, courteous and diligent. Even the teachers who live with us in the training class every day are moved by their meticulous care and service spirit. Thanks to the sincere and enthusiastic efforts of the training class teachers and the training opportunities provided by the provincial bank, which brought us a brand-new spiritual baptism.
If someone asks me, what is your biggest gain during the training? I want to say that it has realized the mentality change from students in Jingjing campus to professionals. Here, we learned about the development course, basic overview, business module, risk management, official document standardization, service etiquette, salary management system, talent training and promotion system of China Agricultural Bank. Through systematic study, the students made clear the direction of career development, planned the blueprint of life, and were full of ambitions.
"Violation is risk, safety is benefit, and compliance creates value ..." The concept of legal compliance has been deeply rooted in people's hearts. Banking is a high-risk industry. Driven by the wave of financial innovation, the financial industry has gradually developed into a bank that mainly provides risk transfer strategies. In a sense, a commercial bank is a financial institution with "operational risk" as its fundamental means of profit. A perfect risk management system can create added value for commercial banks and gain the risk-taking ability of market profit opportunities, which is the core competitiveness of modern commercial banks. Risk exists in every business link of commercial banks, and comprehensive risk management is embodied in the habitual behavior of each employee. Therefore, as a bank employee, we should always have the awareness and consciousness of risk management, take the initiative to guard against potential risk factors that may exist in our work, and pay attention to protecting ourselves.
"Welcome to the ABC family!" This warm word is repeated in every predecessor's speech. Indeed, during the training period, the training class organized various cultural and sports activities to enhance the communication between the students and make them feel happy.
The daily schedule is very full, and colorful activities such as class study, sports competition, speech contest and rehearsal of cultural performances provide a stage for freshmen to show themselves and integrate into the ABC family. In particular, the rehearsal of cultural performances has deepened students' understanding of each other. We are willing to shed the sweat of youth, bloom the most dazzling youth, and fully display the beautiful style of the new generation of employees of Agricultural Bank of China on the active stage of the cultural performance! Here, I wish the 20xx China Agricultural Bank Guangdong Branch the third training course for new employees a complete success!
After the successful listing, Agricultural Bank of China has made great efforts to build it into a modern all-round bank that faces agriculture, countryside and farmers, is in line with the international market, and is committed to providing customers with high-quality financial services. As a new employee of Agricultural Bank of China, we have embarked on a journey with the professional mentality of loving our jobs, being diligent and conscientious, and abiding by the law, pursuing Excellence and creating brilliance!
Finally, I would like to encourage all my colleagues in the following article: knowing it is difficult, doing it is difficult, knowing it and doing it, integrating knowledge with practice, doing what you believe and believing in what you do.