CASE STUDY

Presentation of the Case

Rizal Commercial Banking Corporation is one of the most dynamic banking institutions in the country, driven to push for the top by the relentless energy of our aggressive and vibrant workforce. The major objective and function of the New Accounts Department are to Interview the persons desiring to open accounts in financial institutions. Explain account services available to prospective customers and assist them in preparing applications and Answer customers' questions, and explain available services such as deposit accounts, bonds, and securities.

I.

Point of View

There are a lot of banks which offers some services for affordable price. What differentiates banks from each other is how they render service to their clients so they wont think on banking with other banks.

II.

Statement of the Problem

I aimed to understand the field, banking functions and the role of RCBC in the society. Moreover, I attempts to draw the observation made during my experience working in the bank, as well as to give emphasis on the problems encountered by the bank. Specifically, I endeavor to find out the answer to the following: How can the bank retain the loyalty of its client? How the banks render service to give satisfaction to its client?

III.

Objectives

This study was anticipated to contribute additional information in understanding and describing RCBC (Rizal Commercial Banking Corporation) as a communication tool within an organization. Customer. This study will be beneficial to them as this shows their advantage over their competitors. Thus, management will strive for customers satisfaction through continuous innovation and performance. Owner/Managers. This study will serve as guide for the management as it points out the factors affecting their performance. Hence, it will help the management identify and continuously improve their advantage over their competitors in this field of business. Future and Other Researchers. This study will served as a great part for the completion of the researchers course requirement as it has develop their skills in terms of self esteem, time management, practicality, strategic planning and patience. This also led them discover new knowledge and wide horizon. This study will also be an effective tool and reference for the researchers who would intend to make any further relevant study.

IV.

Alternative Courses of Action (ACA)

With regards to the statement of the problem the possible solutions regarding the current study are the following: Be a Knowledgeable and available staff: While a customer is making the buying decision, they want knowledgeable assistance, available when they want it. Customers place a high value on accurate information and want to be served by employees who know the product inside and out.

Friendly people: Customers not only want product-savvy people, they want them to be friendly and courteous. They should value each customer more than any individual sale. Good value: This is where price factors in. But customers surveyed see price as only one component of the bigger picture of value that includes the service, information and follow-up they also receive. Convenience: The service rule here is simple: make it easy! Says Gross, Customers want merchandise that is well organized, attractively displayed and easy to find. Thats how todays customers define convenience, and the easier you can make the shopping, the more money you will be lugging to the bank. A fast finish: This final item is where too many businesses fall flat, right at the finish line. While customers are in the process of deciding to buy or not, they are proceeding on your time. They want thoughtful help making the right decisions. But once the buying decision is made, get out of their way because now you are working on their time, and they want to complete the transaction and be on their way as quickly as possible.

V.

Areas of Consideration
Working in RCBC has given me a chance to view what future holds me as a professional. I also gave me a chance to observe the environment. Nobody is perfect; therefore all has room for improvements. I remember one time, while I was observing the workplace; I notice that one of my superior is having a problem with his client regarding his ATM Card.

Strength

Having been the problem recognized as well as the causes how it arises, we can now derive the strengths of the department concerned. First thing is that, my superior is actively listening and giving full attention to what the client says, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times. Shes actively looking for ways to help the client and use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Weaknesses

After having a brief understanding about the New Accounts Departments strength we will now proceed to its weaknesses. One of the weak points of the department is that there is lack of interaction between the new account section and teller section, sometimes the teller section is not updated to the clients account.

Opportunity

The New Account Department must investigate and correct errors upon customers request, according to customer and bank records.

Threats

Some clients may be discouraged to open an account in the bank. It would be one threat for the institution to compete with others if the complain continue in the same way in the future.

VI. Analysis of the courses of Action VII. Recommendations 1. Conclusion 2. Bibliography