I have had a number of issues with my current account in the Ulster bank over the past year. Every time I call to my local branch and have a query, I am constantly getting different answers to my questions and queries from different staff members.
It has got to the stage where I don't believe anything that they are saying anymore.
Many of these staff have many years service.
Are they no longer being trained or what is going on?
I have came across well Educated people who are defensive uncaring and uninterested who use there Education/Qualifications to do as little as possible they get paid for there Qualifications not how the do there job. replacing less Educated people and the service provided going down hill,The "Yellow Packs" are everywhere. Know nothing, care even less. Untrained, undereducated, defensive, uncaring and uninterested. "I'm ending this call now as I cannot escalate your issue and you are alleging I don't know my job".
Hello,
I find it interesting how much emphasis there has been on getting bank staff qualified as QFA's (so they can tick a box with the Central Bank and sell various services), but there appears to be no focus or obligation on all bank staff having to pass certain exams and kept education up to date, regarding basic legislative, banking or accounting requirements, which are all equally important for bank staff.
Older bank staff may recall the former Banking Certificate from the Institute of Bankers (now the Institute of Banking), which was based on the content of four little green and white books, full of excellent information. A couple of decades later, there are lots and lots of courses, but I struggle to find any course offering similar content to what was provided back then, covering such simple but most important things as the rules and legislation regarding cheques etc.
The Central Bank should be all over this issue to help protect consumers, while I can't help but wonder if Banks might secure more long term custom, if they up-skilled their staff properly with some basic, but essential knowledge and skills.
I joined the Bank of Ireland in 1970. I remember being trained on deposits, batch, cash. I had someone sit with me while training was taking place and showing me how to find errors etc.
I actually loved the batch, that was my job as the juniorTo this day I can use a calculator at high speed without looking at the keys. The first few weeks of training someone new was terrible, you'd be there until all hours every evening trying to find what error they made.
Not that long before I left we had the usual sales talk on house insurance, one of my colleagues came to me afterwards with the info that they did not know the difference between detatched/semi detached/terraced. I had to do a little childish drawing of a house on it's own, two stuck together and a row of them. He used to keep that in his folder to refer to when asked for quotes
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