Frontliner is a position that is truly important for the company’s success. In addition, this profession is usually under the customer service department and is tasked with creating a positive environment for customers. In fact, frontliners can be said to be one of the professions that depicts the face or voice of a company’s business.
Frontliners are also the first people to interact with customers. In larger companies, they are expected to be able to become ambassadors for the organization’s business. However, this job is quite rarely heard of by job seekers who are looking for work.
Most people only know the more general position or more precisely the customer service department . In fact, according to Chron research, this job is on the rise and is expected to grow by 5% until 2026.
If at a bank, these frontliners are better known as bank frontliners . So, what is actually meant by a bank frontliner? You can find the answer in this article, Grameds. However, before discussing that, it would be a good idea if we discussed the meaning of frontliner first.
Understanding Frontliners
Frontliner is a profession in the customer service field that deals directly with customers. Apart from that, they can also work in many fields, such as sales , food and beverages , marketing , retail and banking. For example, hosts and waiters who greet customers in retail stores can then be considered frontliners. Because they have to greet customers directly, frontliners themselves are often considered an important part of the customer service team.
In fact, they also have to pay attention to customers, handle their problems, and answer various questions related to a company’s products. Not only that, they (frontliners) must also be able to build comfortable and positive interactions. This needs to be done in order to increase company sales.
If a company already has a frontliner, it means that the company has made more efforts to serve customers and this is a good thing. Reliable frontliners can also make customers feel comfortable and leave positive reviews. It is also hoped that the results of their work will be able to bring in new customers for the company’s business.
Understanding Bank Frontliners
After discussing frontliners in general, the next discussion is bank frontliners or in the banking industry. As the name suggests, these frontliners work in banks where their main task is to deal with complaints from bank customers. Because bank frontliners will meet customers, they are required to appear neat and polite.
Apart from having to appear polite, bank frontliners must also be able to help find complaints experienced by customers. To deal with various kinds of customer complaints requires patience, so bank frontliners need to listen to customer conversations while thinking calmly.
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Types of Bank Frontliners
In fact, frontliners are the officers who will first interact with customers. Apart from that, they also have to communicate with customers actively to meet their needs. So that this can run more effectively, banks divide bank frontliners into two types.
Each type of frontliner certainly has different duties and responsibilities. Below is an explanation of the types of frontliners found in a bank.
Customer Service
The type of bank frontliner whose services are often needed by many companies is customer service , especially in the banking industry. They must be able to find solutions and solutions to problems faced by bank customers.
Apart from that, they are also assigned as receptionists and communicators. The communicator himself is then responsible for providing information about banking products to customers.
Teller
The next type of bank frontliner is the teller. Their (teller) role includes serving customers in financial transactions. Therefore, they will often be seen withdrawing money or sending money. Apart from that, this bank teller also carries out duties in the form of providing proof of transactions and managing client invoices.
Tellers must also be able to operate financial tools well and avoid errors. The teller is also responsible for reconciling the amount of money to avoid miscalculations. Even though it is under the customer service department , they will also often work with the finance team and banking management.
Bank Frontliner Duties
It could be said that bank frontliners have the main task of managing customer complaints. Apart from that, they also have to resolve every problem and question raised by customers or clients quickly and responsively.
There are several responsibilities of bank frontliners that they must fulfill. These tasks are responsibilities that will be assigned to each bank frontliner, both by customer service and by tellers.
To find out more about the duties of bank frontliners, here is the explanation.
- Building and maintaining relationships with existing customers and attracting new customers.
- Understand the needs and problems of customers or potential customers, so that they can provide solution responses.
- Answer questions submitted by customers or prospective customers correctly and in detail.
- Providing good solutions to overcome problems that have been raised by customers or potential customers.
- Communicate well with customers and potential customers.
- Conduct negotiations with customers or prospective customers with good and mutually satisfying results.
- Helping customers to carry out transactions if necessary and collaborating with related divisions.
- Know and master bank products and services well.
- Understand the principles of customer satisfaction.
- Be friendly and polite to all customers he meets while on duty or off duty.
- Responsive to every complaint, question or customer request that has been submitted by providing the best solution.
- Able to control oneself in any condition, if there are things that require direct or indirect handling.
- Have high empathy in all conditions that can occur with full attention.
Frontliner Qualifications
If you want to become a bank frontliner , you need to have an adequate educational background. According to Chron, frontliners need education as well as majoring in communications and management.
Apart from that, the company also prioritizes candidates who have experience in marketing and customer relations . However, each company has different preferences. If you have a different background, it is possible that you can pass the selection.
Even so, you still have to really understand what a frontliner is and the skills that must be mastered.
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Skills Required by Bank Frontliners
After looking at the types and their duties, it can be said that the job of a bank frontliner is a job that cannot be underestimated. Those of you who are interested in this profession will need a number of skills to be able to complete the tasks in it.
Remember, listening to and solving customer problems is not an easy matter to solve. If you make the wrong move, customers and clients will not want to do business with your company again.
Basically, the skills needed to become a bank frontliner are the same as frontliners in general. So, below is a list of skills that you must have if you want to serve as a frontliner.
1. Verbal and Nonverbal Communication
First of all, to be a frontliner , you must have verbal and nonverbal communication skills. The reason is, frontliners must be able to communicate solutions and issues clearly to customers. Not only that, frontliners also have to read customers’ body gestures and facial expressions so they can conclude their problems well.
2. Active Listening
Next, frontliners must also have good active listening skills. It could be said that this skill is really needed for frontliners to be able to answer questions or resolve customer problems more quickly. So, by using active listening, they can also listen to customer complaints attentively.
3. Empathy and Problem Solving
The next two skills that a frontliner must master are empathy and problem solving. Frontliners must use empathy to better understand and connect more with customers or clients.
Apart from that, this skill can help them build positive relationships and increase customer satisfaction. On the other hand, problem solving skills are very necessary so that frontliners can provide the best solutions to customers.
4. Resilience
Facing lots of people can sometimes drain your energy and mind. However, someone who works as a frontliner must have high resilience. This skill itself refers to the ability to adapt and remain steadfast in difficult situations.
With good resilience, it can help them to serve customers or customers in the most difficult times. No need to worry, you can practice this resilience skill from time to time.
5. Critical Thinking
Customer problems that are more complex than usual then require frontliners to be able to think critically. This critical thinking ability will then help them to produce the best problem solving . Critical thinking skills include the ability to understand the root of the problem, analyze the situation, and rationally consider alternative solutions.
6. Flexible
A frontliner must be able to deal with various types of people with different attitudes and problems. The interactions formed will also be unique. Each complaint requires a different response and handling. Therefore, a frontliner must be flexible in responding to their needs.
7. Basic Computer Skills
Some frontliner jobs may not involve too complicated administration. However, they are still required to have basic computer skills. Most information management in a company has now shifted to using digital devices.
This skill consists of several abilities, such as being able to use several software, such as Microsoft Office, as well as other software used by the company.
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Closing
From all the discussion above, it can be said that frontliners are not only in banks, but also in other businesses. Apart from that, frontliners are jobs that deal directly with customers, so special abilities are needed, especially in dealing with various characteristics of customers or clients.
That’s the discussion about bank frontliners, hopefully all the discussions that have been explained can be useful for Mudalovers.