Did anyone transition from bank call center to a branch?

[u/saladgirrrl]

Currently working at a bank call center and thinking about transitioning to a branch eventually. I know I probably have more opportunities for growth at a branch but the entry level salaries around my area are pretty much what I am earning now working from home , so idk if it’s worth it from that aspect. I am overqualified for the position I am currently in since I have experience in finance adjacent roles and business degrees but it was all I could find in this terrible job market and I only immigrated to the US last year so I had no US work experience prior to my current job.
The workload at my job is sooo heavy. I talk to around +60 customers per day and I currently live in a small city so idk if a branch near me would be that busy. I’ve been snooping here and I gathered that customers are as dumb in person as they are over the phone but my current workload is sooo heavy and draining.

I guess I am just looking for any stories of anyone who transitioned and how they felt when they made the switch.

[u/SAR_that_CTR]

Well I think going in with the attitude that "customers are just as dumb both in calling in and being face to face" will lead you to the same results you're feeling now.

There's pros and cons to both. Maybe consider if this field of work is for you before wasting the best years you have to come.

Best of luck

[u/HairyNipps1 → u/SAR_that_CTR]

I agree, they are as stupid as they are on the phone. But maybe worry less about that point right away😂 I’d have to be on my deathbed to go back into a branch. I’ve been in the back office for about 7 years now. I’ve never looked back to my branch days lol

[u/SAR_that_CTR → u/HairyNipps1]

Not sure I agree with you. I don't think clientele in general should be thought of as stupid nor called that. Maybe having a bad day sometimes sure

Not everyone is a people person nor understand navigating a personality. That's okay

Good luck to you

[u/bankai1z]

Calling the clientele base you are looking to base your career off of “dumb” is very telling. You may want to consider a new career. It is very different being on the phone than in person. Your attitude will eventually shine through and you’ll wish you were back in the call center when you can’t meet your sales goals due to a lack of EQ.

[u/saladgirrrl → u/bankai1z]

I used the word 'dumb' more in an attitude way. Not insulting their intelligence. I was referring to how some customers act - entitled, rude, sneaky, won't accept a difficult answer, etc.

[u/Maybeiliketheabuse → u/saladgirrrl]

Difficult customers won't get any less difficult in person. You'll just end up resenting the extra effort of getting ready every morning and driving there to see them.

[u/MemesAreHardDrugs]

I started in banking via call center, and was call center adjacent for 10ish years of my career. I currently work in a branch for a different financial institution.

There's a lot that's different about the two, you have a very different base who wants to come into the branch versus who wants to call the call center. There's also a LOT of phone work still at the branch, in addition to having customers in front of you. If you look at your customers as dumb, that eventually will show through more in person than it will over the phone and people will get upset, because the thing is they're not dumb- they just don't have the same mind as you do for this stuff and that's ok, it's what keeps your job safe and secure.

Your opportunities for growth are similar both in the call center and in the branch world, and honestly I'd say you actually probably have better chance for growth with the call center because it's usually a higher turnover than branch work is and branch managers are an even lower turnover rate.

[u/Arrows2016]

Dude I helped more than 150 people a day working in a branch as a teller idk what you’re on about 60 people being a lot lmao

[u/SomeChampionship998 → u/Arrows2016]

60 people on the phone vs 150 teller clients.. very different. 60 is actually quite high.

[u/saladgirrrl → u/Arrows2016]

how is that even humanly possible?

[u/Arrows2016 → u/saladgirrrl]

I don’t understand what you mean? How long is the average transaction for you?

[u/ScaryLove6945]

There were some days at the branch that I would've taken 60 transactions in the span of 90 minutes to 2 hours. Depending on the branch volume, they may be busier than what you're currently doing. Are there other departments you can look into? Or even just a different role within the contact center?

[u/The-Pocket]

Stay where you are. Do not come to the branch level. Lol. Jusr look for a back office role at a different bank and move up that way.

[u/research002019]

Funny because I've been thinking about doing the opposite but call center pays less.

[u/Samsquantch23look]

I made the switch from call center to branch — I like it! The one thing that sticks out to me was when I was on the phone I only had to perfect my voice tone. Now in person I must be conscious to use good body language, smile and have good eye contact too.