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So apparently my AM is a god.
This wasn't my customer, but he was at the teller window next to me with N so I got a front row view.
N is a nice 40yo Indian lady (as in the country) who has worked for other banks before and was hired by this bank the same week I was. She's petite, but she's really sharp about making sure people follow the rules and is really good at catching counterfeits and scammers.
SC is a large (6ft, 250 lb) guy, and very loud.
AM is my awesome female assistant manager.
OS is my Operations Supervisor, a small lady who's been with the branch forever and is our first line of defense if we have a question.
Today was quite busy, the first Monday after the 15th. We had 4 tellers on the line and the OS AND the AM. All of us are slammed and helping customers to keep the wait time down.
N gets this guy to cash a check, pretty normal, but there was something wrong with his ID. N gets the OS. Now remember EVERYONE has customers, so OS needs to shut down her window and slow the line.
So OS says she can't authorize cashing that check with an expired ID. (oh so that's what was wrong.) SC pulls out his American Express cards, his Costco membership and various other cards that aren't primary ID. OS tries to help him, she tries to verify his sig on the back of the check with his signature card. No dice. She takes it to the AM. AM says they're too different, the ID isn't good, we can't do it. He starts yelling!
SC: Why can't you cash my check?
OS: Sir your ID is ...
SC: WHY WONT YOU CASH MY CHECK?
OS: I'm trying to tell you sir, your ID is ...
SC: WHAT IS WRONG WITH YOU PEOPLE? WHY DO YOU REFUSE TO CASH MY CHECK?
By now my AM finished up with her customer and came over.
SC: YOU REFUSE TO CASH MY CHECK AND YOU WAST MY TIME! WHY DO YOU GO OVER AND TALK TO HER? WHY DON'T YOU TALK TO ME?
OS:Sir, I've been trying not to hold up three...
SC: WHY DON'T YOU TALK TO ME, WHY DO YOU GO TALK TO HER?
AM: Sir I had a customer, I'm here now. Please stop yelling or I will have you escorted out of the store.
SC: WHY DO YOU NOT CASH MY CHECK?
AM: Sir we can discuss this at my desk, please come this way.
SC: I TELL YOU WHY YOU WON'T CASH MY CHECK, IT'S BECAUSE YOU THINK YOU ARE A GOD. YOU GET TO MAKE DECISIONS JUST BECAUSE YOU WANT TO.
AM leads him off to his desk, still grumbling.
Evidently he went home to get his greencard. I was in the breakroom when my AM comes in to tell the BM about the customer. The check was for more than FIVE thousand. He didn't even know his drivers liscence was expired.
The best part? he came back a few hours later, with his wife and all his kids. I was on my way out the door to go home, and sat and chatted with my AM at her desk. I wondered what his wife and kids would of thought of his behavior earlier, and she said that at least he was less likely to punch one of us with a kid in his arms.
This wasn't my customer, but he was at the teller window next to me with N so I got a front row view.
N is a nice 40yo Indian lady (as in the country) who has worked for other banks before and was hired by this bank the same week I was. She's petite, but she's really sharp about making sure people follow the rules and is really good at catching counterfeits and scammers.
SC is a large (6ft, 250 lb) guy, and very loud.
AM is my awesome female assistant manager.
OS is my Operations Supervisor, a small lady who's been with the branch forever and is our first line of defense if we have a question.
Today was quite busy, the first Monday after the 15th. We had 4 tellers on the line and the OS AND the AM. All of us are slammed and helping customers to keep the wait time down.
N gets this guy to cash a check, pretty normal, but there was something wrong with his ID. N gets the OS. Now remember EVERYONE has customers, so OS needs to shut down her window and slow the line.
So OS says she can't authorize cashing that check with an expired ID. (oh so that's what was wrong.) SC pulls out his American Express cards, his Costco membership and various other cards that aren't primary ID. OS tries to help him, she tries to verify his sig on the back of the check with his signature card. No dice. She takes it to the AM. AM says they're too different, the ID isn't good, we can't do it. He starts yelling!
SC: Why can't you cash my check?
OS: Sir your ID is ...
SC: WHY WONT YOU CASH MY CHECK?
OS: I'm trying to tell you sir, your ID is ...
SC: WHAT IS WRONG WITH YOU PEOPLE? WHY DO YOU REFUSE TO CASH MY CHECK?
By now my AM finished up with her customer and came over.
SC: YOU REFUSE TO CASH MY CHECK AND YOU WAST MY TIME! WHY DO YOU GO OVER AND TALK TO HER? WHY DON'T YOU TALK TO ME?
OS:Sir, I've been trying not to hold up three...
SC: WHY DON'T YOU TALK TO ME, WHY DO YOU GO TALK TO HER?
AM: Sir I had a customer, I'm here now. Please stop yelling or I will have you escorted out of the store.
SC: WHY DO YOU NOT CASH MY CHECK?
AM: Sir we can discuss this at my desk, please come this way.
SC: I TELL YOU WHY YOU WON'T CASH MY CHECK, IT'S BECAUSE YOU THINK YOU ARE A GOD. YOU GET TO MAKE DECISIONS JUST BECAUSE YOU WANT TO.
AM leads him off to his desk, still grumbling.
Evidently he went home to get his greencard. I was in the breakroom when my AM comes in to tell the BM about the customer. The check was for more than FIVE thousand. He didn't even know his drivers liscence was expired.
The best part? he came back a few hours later, with his wife and all his kids. I was on my way out the door to go home, and sat and chatted with my AM at her desk. I wondered what his wife and kids would of thought of his behavior earlier, and she said that at least he was less likely to punch one of us with a kid in his arms.
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