7:15 a.m.
On the early shift today.
I get to take care of branch opening procedures, which includes
assisting the Manager of Customer Service in opening the vault,
getting the daily working supplies and preparing the branch for
both the employees and the customers. I really like the process of
getting everything ready for the start of a new day.
7:45 a.m.
The entire team is participating in our
daily huddle.
Today it's about referrals to our sales team - I'm looking forward
to it. It's great to connect with my co-workers before we start the
day!
8:00 a.m.
Ready to assist the first customer of
the day.
I've got my wicket ready with everything I need to help my
customers - and here's my first one of the day, Mr. Smith, he's a
regular - I always enjoy assisting him with his banking needs.
10:30 a.m.
Wow - the morning has been
steady.
Everyone seems to be here for something different today. Not only
have I taken care of deposits and withdrawals, but I've also
prepared a draft, certified a cheque, and helped Mr. Smith with
purchasing some American money for his upcoming vacation. Seems to
have quieted down a bit, time to check the internal website for new
information and updates.
11:15 a.m.
Read up on new information and any
policy changes.
In between serving customers I am able to read up on new
information, and get my pre-work done for the course I'm taking
tomorrow. I'm glad it's busy today as my manager will be observing
me in preparation for my coaching session next week.
12:10 p.m.
Lunchtime!
Had my lunch in the lunchroom and chatted with some of my
co-workers, then a couple of us took a quick walk outside to enjoy
the beautiful weather. I'm feeling refreshed and ready to get back
to work.
1:10 p.m.
Refer my customer to a Financial
Advisor for RSPs.
While helping one of our branch's regular customers, a prompt on my
computer indicated I should ask him about opening an RSP. I asked
him a few questions and offered to have one of our Financial
Advisors meet with him to talk about RSPs. He agreed and had the
time to speak with someone today, so he's meeting with the
Financial Advisor right now.
2:30 p.m.
Help resolve a customer concern.
Just finished with Mrs. Brown, who was a bit frustrated with the
service charges on her account. I was able to help by showing her
another account that would suit her needs, and my manager just came
over to tell me I did a great job of resolving Mrs. Brown's concern
- I really feel great when I'm able to help a customer save some
money.
3:00 p.m.
Had a quick meeting with my fellow
branch customer service committee members.
We're going to do a huddle next week about the Customer Problem
Resolution Process.
3:45 p.m.
It's been another great day.
Some of the part-time CSRs are getting in a bit early for their
shift that starts at 4 p.m. as the Manager of Customer Service will
review the huddle that was conducted this morning. As one day ends
another day starts, I think I'll do a bit of shopping before
heading home. | 
