You know I work in a bank now right? Well, this is the first time in my career that I’ve worked in a bank, although I’ve been in Financial Services for years. And I’m learning a lot.
I’m working on a project that’s requiring a lot of detailed research… which I’m thoroughly enjoying doing. Now I’ve done this kind of research before, plenty of times, but for some reason this one has hit home personally.
This process/project is making me re-evaluate my own banking, and made me realise that change has to happen. These are my personal realisations that I’ve come to understand in the last few days:
1. I could be getting much better service than I am… hell, I’m paying for it, why aren’t I getting it?
2. I’m not exactly a good person to market to. I know the bank sent me a letter years ago telling me about my personal banker… but I actually phoned the bank today to find out who this person was… I’ve NEVER ever heard from them before. The person on the call centre I phoned actually laughed at me when I asked. Hmmppph!
3. In fact, I didn’t even know there was a dedicated phone number for my banking service at the bank in question until someone told me a few days ago. Maybe the bank sent me something in the reems of marketing arb blurb post I receive from them… but actually I never actually read the letters from them, unless it involves fees or my own money.
4. I’m not using the banking service I’m paying for, to the fullest.
This whole setup that I’ve got myself into is actually a waste of my money.
In fact, this process has made me also realise that I’m not typical of my generation… I’m more typical of a generation Y person in the way that I react to companies and information… and the way I interact with people online and IRL (in real life)
It’s also made me realise one big thing… I want to interact with companies and brands in my own way… when I choose… how I choose… and on the platforms I choose… I do not want to be dictated to. I refuse to be dictated to.
And the funny thing is that I do all that with all other areas of my life and interactions with other companies… and not with financial institutions… and that has to change. If it changes, I will feel more in control.
And I like to feel in control.
I’m sure I lost a lot of you half way through that ramble 
but thankfully for you, it’s over… for me however, I think I’m going to have to find another bank that will deal with me on my terms
Comments
Sharon
I know what you mean. I'm also trying to find a balance and a way that works for me. But finding the right person to talk to, who will actually LISTEN to what my concerns & needs are and then help me find a way to make my needs and their service work together is mission impossible. When you find that secret formula (or person) let me know.
cat @ juggling act
I truly believe that the satisfaction you derive from your bank goes back to two items – how good their internet banking is (Standard bank's is tops – I also use ABSA and FNB who both is no patch on it), and then , to the quality of your personal banker.
At the business we are at RMB and my, what excellent service.Our personal banker comes to our office for everything we need.
Jim Sefton
I think the fact that people need a personal banker in SA says a lot about the state of banks in SA in general. In the UK the banks are not perfect by any means but in general you can do most things online, and if you can't the call centres are quite helpful, and failing that it is really easy to get to sit down with someone at the bank if necessary…. all this and you don't pay for it (ok, so they all get their pound of flesh one way or another, but the costs are pretty small). Of course all of this could change in time, but for now it's not too bad.
Of course if I was in SA I would want value out of my personal banker, but I would also call into question why are you being charged to do your banking in the forst place. The banks make their money from holding your cash in so many ways, to charge you for the privilege just seems wrong.