The Role of a Bank Employee in Dealing with Natural Persons

The diploma thesis examined how bank employees can improve their relationship with clients and what they can improve in the sale and marketing of banking services, because it is precisely bank employees who, through their daily work, influence the bank's business results. If banks want to be successful and competitive, it is important that they devote sufficient attention to their employees so that they know how to manage their talents.

Results

The diploma thesis examined how bank employees can improve their relationship with clients and what they can improve in the sale and marketing of banking services, because it is precisely bank employees who, through their daily work, influence the bank's business results. If banks want to be successful and competitive, it is important that they devote sufficient attention to their employees so that they know how to manage their talents. The research part of the thesis was qualitative, namely it was carried out with the help of an interview.

The questioning method or interview was used. Thus, a structured interview was used as a measuring instrument, which was used to obtain additional information to achieve the purpose and objectives of the thesis. Eight bank employees from bank X participated in the interview.

Based on the obtained research results, which showed the thinking, perception, and experiences of bank employees, proposals were made for possible improvements in dealing with clients (account holders) and contributed to their own success in their professional career. Thus, they studied and researched how the role of a bank employee is experienced and evaluated by employees and determined what opportunities exist for improved dealings with clients. With this, they achieved the purpose and objectives of the diploma thesis.

Proposals were made in connection with marketing or sales channels, client dissatisfaction, communication for achieving client satisfaction in all situations, and regarding weak points in the marketing of financial services to natural persons. In the proposals, they particularly emphasised investment in employees (bank employees) in terms of education, training, and sharing of experiences. The results showed good knowledge of the issues of dealing with clients, difficult clients, and regarding communication, but nevertheless, supplementing and rewarding knowledge is desirable and we believe that it can only benefit and improve the professionalism of employees.

In the proposals made for improving the situation, they provided some additional suggestions from professional literature and sources and thus appropriately supplemented the content of the proposals. Dealing with employees, investing in them, and managing them is crucial for the bank's success. Good personnel will certainly influence dealings with clients (natural persons) and contribute to the success and competitive advantage of the bank.

This is proven both by professional sources and by their findings.