Roles and Responsibilities of Bank Managers and Other Employees

Bank managers direct bank branches and departments, resolve customers’ problems, ensure that standards of service are maintained, and administer the institutions’ operations and investments, in addition to overseeing the following employees:

• Bank tellers, the largest number of workers in banking, provide routine financial services to the public. They handle customers’ deposits and withdrawals, change money, sell money orders and traveler’s checks, and accept payment for loans and utility bills.Increasingly, tellers also are selling bank services to customers.

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• New accounts clerks and customer service representatives answer questions from customers, and help them open and close accounts and fill out forms to apply for banking services. They are knowledgeable about a broad array of bank services and must be able to sell those services to potential clients. Some customer service representatives work in a call or customer contact center environment, taking phone calls and answering emails from customers. In addition to responding to inquiries, these workers also help customers over the phone with routine banking transactions and handle and resolve problems or complaints.
• Loan and credit clerks assemble and prepare paperwork, process applications, and complete the documentation after a loan or line of credit has been approved. They also verify applications for completeness.
• Bill and account collectors attempt to collect payments on overdue loans. Many general office clerks and bookkeeping, accounting, and auditing clerks are employed to maintain financial records, enter data, and process the thousands of deposit slips, checks, and other documents that banks handle daily.

Banks also employ many secretaries, data entry and information processing workers, receptionists, and other office and administrative support workers. Office and administrative support worker supervisors and managers oversee the activities and training of workers in the various administrative support occupations. Loan officers, who evaluate loan applications, determine an applicant’s ability to pay back a loan, and recommend approval of loans. They usually specialize in commercial, consumer, or mortgage lending.

When loans become delinquent, loan officers, or loan counselors, may advise borrowers on the management of their finances or take action to collect outstanding amounts. Loan officers also play a major role in bringing in new business and spend uch of their time developing relationships with potential customers.

• Trust officers manage a variety of assets that were placed in trust with the bank for other people or organizations; these assets can include pension funds, school endowments, or a company’s profit-sharing plan. Sometimes, trust officers act as executors of estates upon a person’s death. They also may work as accountants, lawyers, and investment managers.

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