Menton Bank recently appointed a new CEO and created a banking technology team to help the bank compete. It has since modernized its branches with new ATMs and renovations. It also introduced telephone and internet banking. New roles of Customer Service Representatives and Customer Assistance Representatives were created to improve customer interaction and sell financial products. Three candidates - Karen Mitchell, Jean Warshawski, and Curtis Ritcher - were being considered for the Head CSR role. However, splitting the responsibilities among the three, with Jean overseeing customer relations, Karen handling supervision, and Curtis leading sales, would make best use of their strengths and avoid potential conflicts from appointing one as Head CSR.

1. • Saloni Sanghani
• Nikhil Khati
• Rohit Gupta
• Arunima Banerjee
• Shadab Kachhi
• Gipoka Rajesh
• Shubham Lakhanpal
• Ritu Gubrele

2. 
Menton Bank was the largest bank in the region.
Menton is looking for a change in face of competition to
bring it back into the competitive edge.
3 years earlier a new CEO was appointed and the goal was
to seize the initiative in marketing of financial services.
A new banking technology team had been created
Current Situation

3.  Bank had increased number of ATMs inside its branches,
with new model features like color touch screen.
 The installation of the new ATM was coupled with a branch
renovation program, designed to improve the cosmetic
appearance of the branches.
 Introduction of Telephone Banking which was available 24
hours a day where issues were addressed and new accounts
and chequebooks could be requested.
New Initiatives of Menton Bank
For Stronger Customer Orientation

4. 
Banking Via Internet through bank websites.
Electronic Banking in remote locations
Training programmes for employees
New Initiatives of Menton Bank
For Stronger Customer Orientation

5. 
Customer service representatives and customer assistance
representatives are the new designations that have been
created under the new regime to bring more customer
interaction and to diversify the job with everyone.
CAR’s and CSR’s

6. 
CSR’s
Responsibilities
 Provides prompt, efficient
and friendly service to all
customers and prospective
customers
 Identifies and responds to
customer needs
 Sells and services all retail
products.
Importance
 Responsible for new
business
 Revenue Generation
 Generation of
Additional Customers

7. 
CAR’s
Responsibilities
 Presents and communicates
the best possible- climate
 Sells bank services and
maintains customer
relations.
 Provides a prompt and
efficient service.
Importance
 Responsible for
maintenance business
 Important to maintain
image of the bank
 Important for customer
retention

8. • Karen Mitchell
• Jean Warshawski
• Curtis Ritcher

9. 
 Strengths
 Fast and Efficient with smart and professional appearance
 She is never shy of responsibility
 Has a smart and professional outlook
 Weakness
 Is reluctant to sell
 Has a rigid outlook to change
Karen Mitchell

10.  Strengths
 Better customer interaction
 Wonderful Memory when it comes to people
 Forthcoming in customer interaction
 Weakness
 Inaccurate
 Has been put on probation
 Over chatty
Jean Warshawski

11.  Strengths
 Has super vision experience
 Intelligent and impressionable
 Has excellent valuations
 Weakness
 Is a college dropout
 Has no experience in the current new setup of Menton Bank
Curtis Ritcher

12. Should be
interactive with
customers
CSR Head should
have good
supervision skills.
Should be open to
experiment and
innovation in
selling customers
banks financial
products.
Should have requisite experience in
field about the new system or
atleast in supervision and sales.
Doing worker job
reviews of all in
the work group
Identifying and
improving weak
areas for
betterment of
Bank’s sales.
Characteristics Desirable
in Head CSR

13.  Rather than hiring a Head CSR and raising conflict, work
should be trifurcated within Karen, Jean and Curtis.
 Jean should be put in charge of Customer Relations
 Karen should be handed over supervision
 Curtis should be made head of sales
 This method will help in getting best out of all the three
individuals.
 It will avoid any employee resentment between CSRs
 The raise in pay can be avoided and monetary incentives can
be given to all the 3 candidates reducing the overhead
involved in getting new Head CSR.
Actions Suggested