Busy branches

ses6jwg

As a branch staff member, here are some observations on why some branches get queues:

1) Old people taking small amounts of cash out over the counter. Sometimes these will be passbook accounts so they have no option, however a lot of time they will have a cash card but refuse to use "those machines". This holds up customers with genuine queries or those with more complex transactions.

2) People paying in large amounts of cheques at once. Often each cheque needs to be processed individually, and some people will build up 20 or 30 cheques and pay them in in one go, causing a delay.

3) In some branches, people actually open accounts on the counter which causes huge delays as this can take 10-15 minutes.

4) The processing of complex transactions such as a change of address, CHAPS payment etc on the counter.

Cmdr_Bond

If the bank is Santander - I'll bet half the queues are people waiting to complain

Starrystarrynight

I refuse to use those quick deposit machines. I used to work in a bank, and just don't trust that my money will be paid into my account. I used to get lots of people who claimed to have used the quick deposit yet there was no trace and I don't want to be one of them! I'm sure technology has moved on since I worked in branch banking, but it's something that has always stuck with me. Get a receipt. Even in my day, though, it was mostly OAPs and businesses that made up a big proportion of the queue.

ses6jwg

lippy1923 wrote: »

Generally customers are old fashioned or just plain lazy and wont ever do anything for themselves. It still does make me laugh that some people would actually pay fees for counter cheques, than write one themselves or use electronic payments.

We had a customer come in the other day wanting a cheque for £245.

He was disgusted when we told him there would be a £10 charge, and he enquired as to why.

Well, it seemed Mr Customer was asking for a counter cheque from a current account. A quick check on the system revealed he had 3 cheque books at home.

Of course he knew this, he just "couldn't be bothered to look for them" (his words).

The laziness and ignorance of a minority of customers really does beggar belief.

I also walk the queues like the poster above asking if I can help anyone (we only have 2 counter positions).

It does make me laugh when you get people with perfectly reasonable reasons to wait, "chaps payment", "need a counter cheque from saver account","closing account", then you get to Mrs Fart at the front, who comes in every single day the busiest time, with her visa debit card, she knows the pin, she will go the counter and ask to withdraw £200, "you can use the inside ATM (which has pretty much a 0% chance of being tampered with)" oh no I dont use them". Other customers just scowl at her.

pinkdalek

I never understand why anyone queues up to pay in a cheque when they can use other options to save them waiting.

You always get those who say "Well I don't wanna do you out of a job" which is quite unreasonable. The machines/quick deposit points still need servicing by staff colleagues - they don't service themselves you know, there are no magical elves who come out when the bank is closed to process the transactions.

People still today buy a newspaper to read yesterday's news even though we have TV/Radio & Internet. People still listen to the radio even though we have TV/Internet. People still visit the cinema even though you can watch movies at home on DVD/Sky TV. People have electricity yet buy candles!!

You can never win with the till position arguement either, when they are all staffed and it is quiet customers moan that they are sat there doing !!!!!! all.

rb10

JuicyJesus wrote: »

When the cheque guarantee scheme ends in June, chances are the amount of cheques taken as payment will fall as consumers are forced to use other (better) payment methods, and footfall in branches will fall with it.

I don't think this will have much of an effect on queues in bank branches.

Once the cheque clearing system ends in (hopefully) 2018, then there'll be a real difference to how a bank branch works.

pinkdalek

rb10 wrote: »

I don't think this will have much of an effect on queues in bank branches.

Once the cheque clearing system ends in (hopefully) 2018, then there'll be a real difference to how a bank branch works.

Yeah they'll all be in paying in their cash instead, moaning about how they now have to get paid in cash and it's not very safe carrying all this cash about with them, and they daren't give out their sort code/account number because of an article they remember reading in the Daily Mail in 2003 about identity theft.....:D

Lokolo

Starrystarrynight wrote: »

I refuse to use those quick deposit machines. I used to work in a bank, and just don't trust that my money will be paid into my account. I used to get lots of people who claimed to have used the quick deposit yet there was no trace and I don't want to be one of them! I'm sure technology has moved on since I worked in branch banking, but it's something that has always stuck with me. Get a receipt. Even in my day, though, it was mostly OAPs and businesses that made up a big proportion of the queue.

HSBC branches are all electronic machines and give a receipt. Cash is also made available straight away.

They are pretty awesome!

[Deleted User]

Lokolo wrote: »

HSBC branches are all electronic machines and give a receipt. Cash is also made available straight away.

They are pretty awesome!

yep, most have no counter service now
then again, people use the counter so they know something gone in (e.g. cheque and have receipt signed by cashier - e.g. Santander which the machine eats up the cheque at times)

Lokolo

vinh1000 wrote: »

yep, most have no counter service now
then again, people use the counter so they know something gone in (e.g. cheque and have receipt signed by cashier - e.g. Santander which the machine eats up the cheque at times)

Yeh! My local lloyds still (or did about a year ago!) use the put money in an envelope and stick it in a post box!