Do Bank Branch Staff have a Clue ??

Rickycowslip

Do branch staff have sufficient training nowadays ? They seem unable to admit they don't know about something, insisting they are right and you are wrong, and failing to empathise with reason... three examples:

- tried to apply for a Barclaycard in branch, to avoid the BT fee. Rep was happy to take application, but subsequently rang me to say I had to return to the branch (three mile drive) with proof of ID. I suggested that is not necessary for a credit card,they were insistent. I applied for a Tesco card instead - strangly no ID required...

- asked staff in my local Abbey branch, where I've banked for 38 years, to set up a Power of Attorney account for my Aunt who has Alzheimers. Don't do this said the rep. You sure I asked ? Very common. Nope definately not. Gave up, used Barclays instead. Court of Protection in London informed me they have many receivers who hold such accounts with Abbey...

- opened Halifax ISAs on the internet for me and the wife. Letter arrived asking to take ID into branch (three mile drive) So I do. Sorry, said the rep, your wife has to come too. But - no mention of that in the letter.. surely if I'd posted the ID I would have to post the wife too. To this the rep looked away and served someone else...

Oh well, if you fail the McDonalds interview you can always get a job in a bank... :rotfl:

amandathepanda

Rickycowslip wrote:

Do branch staff have sufficient training nowadays ? They seem unable to admit they don't know about something, insisting they are right and you are wrong, and failing to empathise with reason... three examples:

- tried to apply for a Barclaycard in branch, to avoid the BT fee. Rep was happy to take application, but subsequently rang me to say I had to return to the branch (three mile drive) with proof of ID. I suggested that is not necessary for a credit card,they were insistent. I applied for a Tesco card instead - strangly no ID required...

- asked staff in my local Abbey branch, where I've banked for 38 years, to set up a Power of Attorney account for my Aunt who has Alzheimers. Don't do this said the rep. You sure I asked ? Very common. Nope definately not. Gave up, used Barclays instead. Court of Protection in London informed me they have many receivers who hold such accounts with Abbey...

- opened Halifax ISAs on the internet for me and the wife. Letter arrived asking to take ID into branch (three mile drive) So I do. Sorry, said the rep, your wife has to come too. But - no mention of that in the letter.. surely if I'd posted the ID I would have to post the wife too. To this the rep looked away and served someone else...

Oh well, if you fail the McDonalds interview you can always get a job in a bank... :rotfl:

It is like any job, you get those who know their job and those who don't. But I don't like your implication that we are all thick. I don't enjoy my job, the Bank make up the rules, constantly change them, and then we have to face the abuse from customers, most of whom I sympathise with. Working in banking is not a good job believe me.

regularsaver1

regarding the id ricky - i understand why the staff member did not accept id from your wife, as she was not they - they have to sign the coopies saying they are a true likeness to applicant. if you send id via post you have to send at least 3 forms - you will get some staff members that are willing to do it, but others that are cautious because any problems it comes back and slaps you on the legs and there you go your suspended

POA is usually done within business centres i'm sure, rather than branches - remember not every bank is the same

and why would you think you would not need id to open up a credit card. I would not want anyone to open up a credit card in my name because they did not need id, so i'm suprised at Tesco

not every bank staff member is thick excuse me - i feel like the above poster, sometimes staff call out for training and time to do it, and do they get it - no

santana-mx3

Rickycowslip wrote:

- opened Halifax ISAs on the internet for me and the wife. Letter arrived asking to take ID into branch (three mile drive) So I do. Sorry, said the rep, your wife has to come too. But - no mention of that in the letter.. surely if I'd posted the ID I would have to post the wife too. To this the rep looked away and served someone else...

Although you may have completed both applications online, since ISAs are for individuals, wouldn't they have written to you and your wife separately asking each of you to bring in ID? If that's the case, then they effectively did tell you AND your wife to each come in with your own ID.

I do agree that it's a nuisance having to take in ID. It was bad enough when ID had to be posted in (though I can understand why proof of ID is important). Strangely, when I applied for a Halifax ISA online last month, I was not asked to post or take in any ID (and I'm not an existing accountholder).

Rickycowslip

apologies Amanda, didn't mean to imply anyone's thick. I myself have worked in a bank in my time, and I knew that a lot of the time the customer did know about banking lawe and procedures more than me.

I suppose my rant was more about the frustration when bank staff fail to accept they're not quite sure about something - this is guaranteed to infuriate customers.

A good programme to see this in action is Airline, watching how Easyjet staff deal with customers. Some of them fail to empathise, and end up having barnies with irate customers. Others handle situations very well, even when they can't sort the issue. Banks need to train staff how to do this, as my experience suggests it is lacking

Regards the ID issue - fair point it was sent to Mrs Cowslip. Maybe the better response was for the bank rep to acknowledge the disparity between Branch and Postal issues, explain they are tied with what they can do, and offer to question this arrangement with their manager. Last thing managers want is irate customers, so they'd want to sort it I'd hope...

amandathepanda

Apologies accepted Rickycowslip. I believe that the main problem is that branches are staffed at the bare minimum, new staff are given basic training as they come in, and are expected to learn the rest as they go along as there is no time for training. We have a hard time trying to hold on to new starters, they join thinking it is going to be a great job, and then can't cope with all the stress and targets. That's my moan over with !!

jenniferpa

While abbey obviously should be able to deal with a power of attorney, if your wife's aunt has alzheimers, unless it is an enduring POA, it is not valid. Regular POAs cease to be valid at the point that an individual is no longer mentally competent. Perhaps this is where the problem lies?

Having reread your post I'm assuming that this is an enduring power of attorney. However, I believe that while Abbey will allow an account to be administered in these circumsatnces it will not allow you to set up a new account .

Jennifer

kenshaz

The situation appears to be that you must be persistent,staff should not comment unless they are sure of their facts,this should be a training need,why is it wrong to seek advice.from your line manager.If I am given incorrect information ,then the bank is responsible,and must be accountable,they are quick to give out punitive charges for our errors

as400

Bearing in mind some of these counter monkeys are being paid a starting salary of less than £10K you have to accept you will not be dealing with people at the cutting edge of academia.

Bored housewives lost in fantasies and on power trips to make up for quiet nights in the bedroom or spotty kids thinking about what they pulled last night in Cinderella Rockerfellas....your and your financial matters are often last on their list of priorities.

Insist on speaking to the counter manager and hope they have a GCSE.

kenshaz

as400 wrote:

Bearing in mind some of these counter monkeys are being paid a starting salary of less than £10K you have to accept you will not be dealing with people at the cutting edge of academia.

Bored housewives lost in fantasies and on power trips to make up for quiet nights in the bedroom or spotty kids thinking about what they pulled last night in Cinderella Rockerfellas....your and your financial matters are often last on their list of priorities.

Insist on speaking to the counter manager and hope they have a GCSE.

Perhaps that is harsh,and a generalisation,I realise that it is your sense of humour,and only an opinion

amandathepanda

as400 wrote:

Bearing in mind some of these counter monkeys are being paid a starting salary of less than £10K you have to accept you will not be dealing with people at the cutting edge of academia.

Bored housewives lost in fantasies and on power trips to make up for quiet nights in the bedroom or spotty kids thinking about what they pulled last night in Cinderella Rockerfellas....your and your financial matters are often last on their list of priorities.

Insist on speaking to the counter manager and hope they have a GCSE.

Your insults are hardly worth a response, I am not a bored housewife, nor do I have quiet nights in the bedroom. When I am at work my customers are my priority, you have obviously had a bad experience with a Bank and feel that you need to vent your anger in some pathetic insulting manner.