First of all let me apologize to all the bank managers and officers who I have criticized in the past. Not that they have suddenly turned saints, but I have turned wiser.
It was very easy for me to get frustrated with the bank managers – PSU or otherwise – so I used to criticize them. I realized that it was easy to criticize and far more difficult to KNOW why these smart, nice people suddenly turn demons. So I decided to spend an hour on the bench of a PSU bank at 9.30 am (9.40 to 10.45 is what I actually did).
One Senior Manager (would be like an Assisstant Branch Manager) is the person I chose.
9.40: One man walked to him with 6 passbooks, an ATM card, Pin number, and a cheque. He wanted to know which account he could deposit the cheque.
1. can i deposit this cheque in this account?
Manager: No. His name is not there in this account.
2. Then in which account can I deposit…
So the manager had to check, he did it.
Is this the account in which my locker charges are debited, ok what is the balance, if i deposit the cheque can i transfer it to another account (sure, after 2 days), why can I not transfer it NOW?
the client was asking stupid questions, but very politely. The manager was also replying very politely.
9.48 – second client ‘Sir I want to do this ASBA application for Rs. 500,000’ – today is the last day.
Manager: Please ask the Branch manager, I will just certify the balance….
9.50 an irritated manager of a hospital walks and says ‘Our 4 accounts have not been updated for 4 days, we have no clue whether our cheques have passed, what is the balance, etc….I have given a letter to the branch manager…’
Manager: Madam it will get done today, I will email u the statement – MY PRINTER IS NOT CONFIGURED TO THE CENTRAL processing, so I am unable to print….
She went away a little confused..angry and upset.
I exceeded my brief and asked the lady: Do you not have Internet banking? SHE SAID NO.
10.10am: One man came for a Rs. 3.5 crore draft (yes you got the figure right) – with ONLY ONE SIGNATURE of a current account holder.
Manager said: give me an application (it was a Semi Govt undertaking to which the payment was being made)…and ask your OTHER signatory to come to the branch and sign the cheque BEFORE WE HAND OVER the draft.
10.15 – ‘Sir I want to update my KYC what should I do?
Manager: please take the form from the 1st desk, fill it up, bring the original and self attested copies and photos. (all said in one breath)
10.20: People coming for various other things…..
I was losing patience at the clients, but the manager was cool….
Hats off to the sincere, hard working, honest and efficient managers / clerks / officers of the banking system.
You are the heroes….we find it easy to criticize….
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