Retail Branch: Client Services
This workflow template illustrates the resolution and fulfillment of banking branch customer issue submissions and statement distribution. Purchase and download this template in PDF and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand the Retail Branch: Client Services process.
Related KPIs : Statement Creation Error Rate, Late Statement Rate, Average Handle Time by Call Reason: Issue Escalation
What is Retail Branch: Client Services?
The Retail Branch: Client Services process involves the resolution and fulfillment of banking branch customer issue submissions and statement distribution This process includes customer dissatisfaction investigation (requires the customer to submit a complaint first, whether expressed after walking into the bank or by submitting a written complaint), issue resolution (ensure that the customer is notified that the issue is resolved or if more time is needed for further investigation) and monthly account statement distribution (both physical and eStatements). If issues are unable to be resolved in a timely fashion, ensure that the issue is escalated to a manager.
Download a Sample Retail Branch: Client Services
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