Year-end summary of Unicom account manager

Work summary is not only a summary of achievements, but more importantly, it is to learn from experience, find the law of doing a good job, and find out the lessons of work mistakes. The following are some year-end summaries of Unicom account managers I brought to you for your reference.

Unicom Account Manager's Year-end Summary 1

In 20XX, according to the unified arrangement of the group company, around the development strategy and overall goal of the provincial company, based on system construction, taking industry application as the breakthrough point and aiming at implementing the "100 million" project, we gave full play to the advantages of the whole business, highlighted the business focus, constantly improved the management system and marketing service system, improved the team quality and customer service satisfaction, and realized the sound and rapid development of the customer business of Unicom Group.

The main work in the service is as follows:

(1) Continuously improve the customer service system of the Group and improve the service quality and level.

Two documents were issued * * China Unicom Group's guidance on customer classified service specification * * China Unicom Group's management measures for customer service linkage mechanism, and a full-service service system for group customers was established and improved.

Establish a hierarchical service system for group customers and strengthen service segmentation.

Strengthen the group's customer service standards and improve the service level.

Establish a service quality monitoring mechanism to promote service improvement.

Improve service process and improve service responsiveness.

The second is to deepen the hierarchical management of group customers and promote the characteristic standardized services.

Strengthen the marketing service system of group customer list system, implement the requirements of the Notice on Implementing the Management of Group Key Customer List System, ensure that each group customer has a designated account manager responsible for its marketing and service to 72 provincial group customer units, ensure the service of group key customers, sort out the list of provincial and municipal group key customers, and realize the systematic support of group customer service management.

According to customer category attributes (industry customers or business customers), business attributes (pure mobile business group, pure digital fixed business group, pure industry application group and comprehensive business group) and scale attributes (classified according to group customer income and user volume scale), a multi-dimensional customer hierarchical management system is established.

On this basis, put forward new standardized service requirements for different types of group customers, integrate the service platform and customer service hotline of the group customer club, and strengthen the implementation of the corresponding processes such as the star service standard for club customers, the service standard for account managers and the green channel for customer fault response; It is necessary to further deepen the service depth and breadth of group customers, enhance customer perception, reflect service differentiation, enhance the satisfaction and loyalty of group customers, and finally achieve a win-win situation for group customers and enterprises.

Continue to make good use of the platform of the company's star-rated customer club, strengthen the service publicity for key customers of various groups, especially carry out targeted industry promotion, annual meeting of key customers and other customer care activities to continuously improve the satisfaction of key customers; Broaden the service channels of small and medium-sized enterprises, improve the customer points system of the group, use club resources to support customer business operations, and build a special service for business customers with extended services as the core.

The third is to promote development with service and break through the bottleneck of the development of the industry customer market.

Improve the industry customer service system, strengthen the implementation of the customer manager service standard and the industry fault response green channel; Providing customers with different levels of services in combination with customer needs can deepen the service depth of group customers, reflect the service differentiation of different types of customers, enhance customer perception, enhance the satisfaction and loyalty of group customers, and finally achieve a win-win situation for group customers and enterprises.

On this basis, we will further develop the stock of industry customers and provide customers with a package of solutions through the application of industry solutions to meet the information and communication needs of party, government, military organs, enterprises and institutions.

Fourth, adhere to customer-centeredness, and improve the Group's customer service support response system.

1. Promote the construction of the Group's customer service support response system.

According to the requirements of the organizational structure adjustment of provincial branches, this year, city branches have set up group customer response centers, and the responders are configured according to the number of customers they serve, and are responsible for the pre-sale, mid-sale and after-sale response of group customers of city branches. Further improve the Group's customer service support process and system, and revise the pre-sales technical support, business opening and fault handling process. It has successively formulated and issued Detailed Rules for Pre-sale Technical Support for Group Customers of China Unicom * * Provincial Branch, Notice on Handling Scheme of Failure Report for Group Customers, Notice of China Unicom * * Provincial Branch on Providing Project Delivery Report for Group Customers, Detailed Rules for Implementation of Provincial Digital and Data Product Level Service (SLA) of China Unicom * * Provincial Branch, and About * * Unicom. Through the establishment of provincial and municipal customer response system, the Group's customer response work in the province has been well implemented.

2. Organize group customer network inspection.

Organize the inspection of optical cable lines and client access equipment of group customers on a quarterly basis, and * * * completed the inspection of computer rooms of more than 400 customers such as Bank of China, Agricultural Bank, Bank of Communications, Industrial and Commercial Bank of China, China Construction Bank and Sunshine Insurance, which improved customers' satisfaction with * * Unicom's services.

3. Do a good job in the communication guarantee of important customers such as party, government, military and finance.

We will continue to do a good job in the service guarantee of important party, government and military financial customers, such as national and provincial e-government networks and four major state-owned banks, refine the key communication guarantee scheme for large customers, decompose and implement the responsible persons layer by layer, and improve the availability of guarantee services. In the whole year, 78 reinsurance demands of key customers such as AQSIQ, Ministry of Land and Resources, Agricultural Bank of China, Suning Appliance and China Construction Bank were completed, and reinsurance was completed for 3 142 hours.

4, the implementation of important customer network service manager system.

The goal of the network service manager system is to give full play to the technical, network and talent advantages of the network operation and maintenance department, improve the support ability and service level of the network operation and maintenance department to the group customers, and improve the customer service satisfaction of the group. According to the needs of the group's customer department, the network service manager was deployed in a targeted manner, which strengthened the communication with customers at the technical level and was recognized by the group customers.

5, the implementation of important customers double routing transformation work.

Through the analysis of important customer network, aiming at the deficiency of customer network, the optimization and transformation are carried out. In 20XX, the provincial branch arranged a special fund of 2.6 million yuan, and implemented the double routing transformation of access points for 27 customers and 46 customers, which improved the quality assurance of access segments, reduced the possibility of customer service circuit interruption and improved the network availability.

6, regularly carry out group customer fault maintenance drills.

Through the emergency repair drill, the possible problems in the actual emergency repair work of the branch company are investigated, so as to further improve the operability of the fault handling process and emergency plan, improve the business capabilities of fault location, organization and scheduling, on-site operation and handling, and enhance the customer support service capabilities of the group.

7. Provide network service reports for important customers.

Provide monthly network performance reports to important financial customers in the province, including customer network topology, usage of our business, main network indicators, network failures, etc. By providing network service reports, customers can fully understand the network operation and improve customer perception.

Two-year end summary of Unicom account manager

With the formation of diversified competition pattern of the main body of the banking system and the improvement of the function of the capital market, the competition for high-quality customers has become the focus of peer competition. At the same time, the increasingly diversified, comprehensive and personalized customer needs have created opportunities and challenges for the banking industry. In order to cope with the fierce competition, provide customers with higher-level and all-round services and improve their own benefits, we must establish a marketing team with quick response, high comprehensive quality and strong service awareness-account manager team. However, whether the members of the account manager team have strong business ability and service consciousness, and whether they really understand the responsibilities of the account manager, I think it needs further discussion. Here, I only learn from my study and talk about my personal thoughts on how to be a qualified account manager:

First, the quality that an account manager must possess.

The account manager is not only the representative of the relationship between the bank and its customers, but also the representative of the bank's external business. He not only needs to fully understand customers' needs and market products and businesses to them, but also needs to coordinate and organize all relevant departments and institutions of the bank to provide all-round financial services to customers, which requires good professional ethics and comprehensive ability. At work, we should always establish the idea of customer first, take the customer's affairs as our own business, think about what the customer thinks and worry about what the customer is anxious about.

1, with high sense of responsibility, good professional ethics and strong professionalism. Have a strong sense of responsibility and dedication, and at the same time take into account the interests of banks to meet customer service or requirements. Strictly keep the secrets of banks and customers.

2, should have a high professional quality and policy level. Familiar with and understand financial policies, legal knowledge and financial products, and constantly improve professional quality through on-the-job training, rotation training and internal training to meet the needs of business development.

3. Quick thinking, good at analyzing and finding problems. Have certain marketing skills and analytical planning ability.

4. Enthusiastic and cheerful, with strong research and coordination skills. I am good at expressing my own views and opinions, maintain a good working relationship with the management and business level of the bank, and have a strong team spirit.

5. Strong endurance and strong courage to overcome difficulties. Can go through hardships and enter thousands of households.

Second, account managers should be good at grasping market information and meeting customer needs in time.

As an account manager, you should have a clear mind and a keen sense of smell, capture all kinds of economic information in time, constantly analyze and study, find problems in time, and feed back information to promote the healthy development of banking business. We should pay attention to the research and development of the market, understand the economic development trends of national industries, industries, product policies and local governments through the internet and media, analyze the marketing environment of customers, investigate customers under the premise of grasping the objective environment, understand the laws of customer capital operation, determine marketing plans in time, and consolidate the financial strength of banks. Master the business dealings between commercial banks and customers and their proportion in our bank; At the same time, adhere to the customer-centered, clear the customer status and development plan, the customer's business quantity, quality, income, potential and demand in our bank, lock in the target customers and establish a good cooperative relationship.

Third, account managers should do a good job in customer marketing and customer maintenance.

As an "ambassador" with full authority to contact customers on behalf of the bank, the account manager should actively and frequently keep in touch with customers, discover their needs, guide their needs, give them timely satisfaction and provide them with "one-stop" service. For existing customers, account managers should keep in constant contact with them, and for potential customers, they should actively develop them. The main purpose of development is to market products and strive to achieve "win-win". According to the bank's management policy, business plan and post requirements for account managers, I put forward my own marketing direction, work objectives and operation plan through in-depth research on the market. First of all, based on the principle of "win-win between banks and enterprises", we should calculate the input-output accounts of banks, calculate the accounts for customers and design the most suitable financial product portfolio for customers; Secondly, subdivide customers, establish target markets and potential customers, and conduct all-round analysis and evaluation of customers. Keep in touch with customers at all times and mobilize customer resources, use effective communication means and communication strategies to keep in touch with customers, and conduct fruitful visits and observations on customers.

In the interaction with customers, account managers should actively promote bank products. Be good at discovering customers' business needs, and actively suggest and recommend applicable products to customers. Report to relevant departments in time if necessary, and actively explore the possibility of developing special products for them. Fourth, strengthen risk management and effectively monitor customer risks. Pay close attention to the changes in all aspects of customer production, operation and management and the flow of large amounts of funds. No matter what problems occur, they should be considered in connection with asset safety and measures should be taken in time. Establish and improve customer files and monitoring ledgers in accordance with regulations, analyze data in time, and monitor customer credit in real time; And do a good job in post-loan inspection and daily inspection, and timely collect loan interest and principal; Actively participate in enterprise management when necessary, assist enterprises to do a good job in production, operation and financial management, and minimize capital losses.

Four, the account manager should continue to pay attention to financial innovation, increase quality service, and strive to achieve a "win-win".

Thinking determines action, and action determines the result. Account managers must have a strong sense of innovation, which is mainly reflected in the development of customer market and the marketing of financial products. Quality service is embodied in brand-new customer service concept, all-round customer service content and modern service means. In order to enrich the simple and boring service work and truly embody the concept of customer first. In the process of contacting customers, account managers should keep in mind the development idea that "customers' needs are the work of account managers", be brave in innovation and creatively carry out their work, inject brotherhood into their work with sincerity, think for customers, solve their worries, meet their needs and care for their hearts. Tolerate customers with affection, understand customers with heart, touch customers with love, and develop customers with quality service.

According to different customers, we adopt different working methods and strive to provide customers with the best financial services. Customers will be moved by surprises when they receive flowers from us on their birthdays. If customers receive interesting information from us when they are upset, they will definitely put the unhappiness behind them for the time being and hold a little gratitude; And when the customer was unfortunately lying in the hospital bed, he was moved by the figure running upstairs and downstairs after seeing us busy? Although everything is normal and simple, it will definitely win the support and understanding of customers and enhance feelings.

I think to be a qualified account manager, we should take risk prevention as the center, always run through the concept of taking customers as the center and building our own brand to cultivate our loyal customers, establish our own image and build our own brand, so as to maximize profits.

Unicom Account Manager's Year-end Summary 3

20 18 all the work has basically come to an end. Over the past year, I have been strict with myself and carried out actual operations in strict accordance with the rules and regulations formulated by the bank. With my efforts, I personally didn't have a job accident this year.

After completing various tasks, the amateur savings were 6.5438+0.79 million yuan, the marketing funds were 6.5438+0.5 million yuan, the national debt was 6.5438+0.10.00 million yuan, the marketing insurance was 50,000 yuan, and the foreign exchange wealth management product-Huicaitong was 220,000 yuan. 25 marketing financial account. There, I summarized my work in the past six months.

First, strengthen study and improve their own quality.

Over the past six months, I have been able to seriously study various financial laws and regulations, participate in various learning activities organized by banks with my heart, and constantly improve my theoretical quality and business skills. Personality is to ask more questions, learn more and practice more after being an account manager in a personal financial center. You can successfully identify high-quality customers by learning the "Quality Customer Identification Guidance Process".

For example:10,21,Mr. Wang came to our bank to withdraw money. Chatting with him after queuing, I learned that he is an old customer of our bank and comes to the bank to handle business every day. Sincerely ask him to give advice to our bank and recommend him to open a wealth management account so that he can enjoy the service of ICBC's quality customers. He was glad to understand my recommendation and left his contact number. I query's deposit to him is around 800,000 yuan. A few days later, I called him and invited him to open a wealth management account in our bank.

As an account manager, I think I should not only be good at learning, but also be diligent in thinking. In June 165438+ 10, as a customer, I visited four commercial banks, namely Bank of Communications, China Construction Bank, China Merchants Bank and Zhongxing Industrial Bank, and saw the quality of their financial products and services. I was deeply impressed when I came back.

From the eye-catching quotation sheet of Bank of Communications and the publicity materials of various financial products, the excellent service of lobby managers and account managers, the RMB wealth management products of ZTE Industrial Bank and the green channel set up by China Merchants Bank for high-quality customers, I can see the gap between our bank and the lack of personal knowledge. After I came back, I made a systematic plan to learn business knowledge and theoretical knowledge, and suggested putting the fund quotation and publicity materials in place as soon as possible, which not only served customers but also played a good marketing effect.

2. Diligent and pragmatic, responsible for the development of the Bank.

In the past six months, I have worked in different positions, such as savings clerk and account manager. No matter where you work, you can stick to your post, love your post and devote yourself selflessly, and do your best for the development of our bank. As an account manager, I can actively collect high-quality customer information and fill in more than 90 high-quality customer information records. As an account manager, everything I say and do represents the image of our bank.

Therefore, I am strict with myself, considerate to customers, publicize our new products, new businesses and new policies to customers, and expand our popularity. When working in the savings office, I can cooperate with the office director to do the office work well, use the knowledge I have learned to do the maintenance and repair of office machines and tools, ensure the normal operation of the business, and thoroughly clean the office before business. After the business is over, check the safety measures one by one, turn off the water and electricity, and then leave the office.

Never received complaints from external customers. Usually, when customers have different views on our work, I can also explain clearly what customers don't understand, and finally satisfy customers. There are often workers and students from other places in the college who handle personal remittances. Some people can't even fill out the required receipts. Every time I will explain the filling method to them in detail and teach them word for word until they learn to do so. When you leave, you should also tell them to keep a written receipt for the next remittance. Because every time they finish the remittance business, they will keep thanking me.

While doing my job well, I also use my years of savings experience to help other comrades. If comrades have any questions, I will answer them seriously. I will humbly ask old comrades if I have any questions. When dealing with business skills, I have a requirement for myself: a threesome must have a teacher, and those who can't learn must learn by all means. If you want to help others in your work, you must improve your professional quality.

Third, explore the market and find new growth points.

Only by constantly developing high-quality customers, expanding business and increasing deposits can efficiency be improved. I learned from friends that Mr. Wang is a big customer, but the company account is opened in CCB. Knowing that our task of saving money is heavy, let me publicize it and see if it can be transferred to our bank. Take the initiative to contact Mr. Wang to introduce various financial services of our bank, and also publicize the exclusive services of wealth management accounts. At the urging of my friends and me, I opened an ordinary account in the finance room of our bank the next day, saying that I would handle a wealth management account as soon as the funds were in place, and then put them in slowly.

In order to do a good job in marketing and expand publicity, I contacted customers by phone and text message to introduce our new products and deliver promotional materials to publicize the functions and characteristics of our new products. Good results have been achieved. On February 2, 65438, I took the opportunity to go to my son's school and introduced the insurance business of Huicaitong to their teacher. Teachers scrambled to ask about the interest rate of Huicaitong, and a customer came to our bank to buy Huicaitong for several thousand dollars.

In the new year, I set new goals for myself. As an account manager, I intend to exercise myself from the following aspects to improve my overall quality.

First, the moral aspect. As an account manager, you must have high moral cultivation, strong dedication, decent style, strict self-discipline and self-care in terms of morality and responsibility.

Second, the psychological aspect. Account managers should be mature and healthy. Bad temper, able to deal with setbacks and failures rationally. We must also have initiative and pioneering spirit. At the same time, we should have strong communication potential and charm in language, manners, figure and temperament. Warm and cheerful personality, humorous language, flexible handling of problems, cautious and responsible business operation.

Third, business. Account managers should have systematic and solid business knowledge. First of all, we should be familiar with the bank's loan, deposit, settlement and intermediary business knowledge. It is necessary to master both the main business knowledge and the less popular business knowledge; Not only should we have a high level of policy theory, but we should also be able to introduce the operational processes of various businesses in detail; We should be familiar with traditional business and grasp emerging business in time.

In addition, the account manager should have legal knowledge and economic knowledge, and his personality should have the potential to comprehensively use a variety of knowledge to bring a variety of alternative investment and financial solutions to customers. Fourth, marketing. The account manager should be a marketing expert. To master the basic knowledge of marketing, we should practice and participate in practice with our heart. Master self-promotion skills, speech skills, product promotion skills, communication skills with customers, and refusal handling skills.

Unicom Account Manager's Year-end Summary 4

Bank employees at the center of the reform wave, especially comrades working in the position of account manager, have many memorable things. At the beginning of the year, I competed for this position. In my own words, "this is the first time I have officially stepped onto the platform of work for many years", and I almost lost the election unexpectedly. The competition made me feel the pressure from the beginning, that is, since then, I have more vitality in my heart, so I must work hard and live up to my mission. He thinks so and does so. Over the past year, I have closely followed the pace of the leadership of the sub-branch in my work and completed all the work well around the work focus of the sub-branch. With wisdom and sweat, with actions and effects, the spirit of dedication and selfless dedication was demonstrated.

Up to now, we have completed the task of increasing deposits by 24 1.5 million yuan, completed 24 1.5% of the plan, discounted three acceptance bills with an amount of 4.6 million yuan, completed intermediary business income of 1.00 million yuan, and completed personal deposits of 601.00 million yuan, which was also successfully completed.

Customer first, deposit as the center.

In the process of serving customers, I am careful and inject brotherhood and friendship into my work, which makes the simple and boring service work colorful and truly embodies the concept of customer first. When a customer receives flowers from him on his birthday, he will be moved by this surprise. If the customer receives his short message when he is upset, he will definitely put his unhappiness behind him for a while and hold a little gratitude; And when the customer is unfortunately lying in the hospital bed, he will see him running up and down after he is busy? Although everything is normal and simple, there are not many meticulous people like Chen Gang.

"The needs of customers are my job."

I have been engaged in credit and deposit work in banks for more than ten years, and I have a comprehensive ability to work independently. With the needs of bank reform, my working ability and comprehensive quality have been greatly improved, and my business level and professional skills have also been updated and improved with the reform of CCB at various stages. In order to fulfill my mission and complete the tasks assigned by my superiors, as the account manager in charge of several key customers, with the help of branch leaders and department colleagues, I boldly explored ideas, established the concept of customer first, recruited different customers, adopted different working methods, and strived to provide customers with the best financial services. In his own understanding of work, it is "the needs of customers are my work".

Open up new ideas, be brave in innovation and work creatively.

With the reform of China's economic system and financial system, the trend of customers choosing banks has been formed, and the competition among banks is becoming increasingly fierce. In terms of business development, you have me and I have you. In order to survive and develop in the competition, how to serve key customers plays a decisive role in our business development.

I think, as an excellent account manager, we should always pay attention to market research and market dynamics. Studying the market is to analyze the marketing environment, study the customers on the premise of grasping the objective environment, understand the operating rules of customers' funds through the research on customers, and strive to track the downstream funds from customers to our bank, so as to realize the "monopoly control" of funds from the source, realize the internal circulation of funds and consolidate our financial strength. This year, in one of his clients, the capital flow is relatively large. In order to make his own funds circulate in the body, he started from scratch, won the trust of the unit with high-quality service, and gradually found out the downstream units of the unit. Through many door-to-door contacts, all the infrastructure funds allocated by the unit have been opened in our bank. In addition, in July this year, when the municipal government asked the national treasury to collect and pay the account of the budget unit and transfer the funds to the commercial bank, he took the initiative to contact the door and successfully retained a customer to open an account in our bank.

For example, taking health and fitness activities as a clue, carrying out table tennis and badminton activities with customers not only pushed the communication with customers to a deeper level, but also broke the traditional public relations model and received very good results in the work. In September this year, when he had a friendly technical exchange with the relevant personnel of a real estate company, he learned that the customer was going to auction some of his properties, and he actively worked to transfer the auction money of 5 million yuan to our bank smoothly.

I have a strong sense of professionalism and responsibility in my work. I work hard and actively. I never pick and choose, and I don't pick heavy ones. I can try my best to finish every job on time and with good quality. In his daily work, he always insists on high standards and strict demands on himself, taking the overall situation into account, regardless of gains and losses. In order to complete various tasks, he sacrificed his spare time, gave up weekends and holidays, and used all the time and opportunities to serve customers, make friends with customers and be friends that customers would like to associate with. Through unremitting efforts, I handed in a satisfactory answer sheet in the work of 20 13.

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