From job hopping to feeling at home
“Previously, I had changed jobs every two or three years. But suddenly I found myself in a place where I was really happy! I liked what I did very much, I liked my colleagues and the tasks I had. Our managers were keen on creating a good working environment and really cared about your personal wellbeing. I probably don’t fit the traditional image of a conservative banker, but to be honest, my colleagues don’t fit that description either. We all appreciate a good laugh and having a down-to-earth work atmosphere”, she says.
Behind the counter at Danske Bank’s branches in central Copenhagen, Kristina met all types of customers. It was a new world, but occasionally she made good use of her prison guard experience.
“Sometimes, people were not happy with the answer they received and might raise their voice or become angry. That’s when I used my people skills, something we also learnt a lot about in the branch.
When working with anti-money laundering tasks, she also uses her observation skills: “You look for deviations. Something out of the ordinary that doesn’t fit the usual pattern,” she says.
Listening – really listening
In 2021, Kristina moved to the online branch in Høje Taastrup, near Copenhagen, Denmark. Now she meets customers on the phone or online. On the phone, a special kind of listening skill is required to interact with customers in the right way, and Kristina uses her well-developed empathy skills.
“You have to be able to sense what the person needs. And it can be much more than financial advice or help with the account. Sometimes I can hear that a customer is terribly sad without really being able to put into words what is wrong. I say ‘It sounds like you are sad, try to take a deep breath, take it easy, I’ll listen to what you have to say’.”
“My task is also to find out how much help the customer needs. And I am not afraid to say: ‘It sounds like you are not completely happy with my answer’, or to ask: ‘Was this the help you needed – did you get what you were looking for?’
Career goal: Satisfied customers
Kristina has one humble, but very important career goal: “I really, really like having satisfied customers. So my ambition is to keep on making customers happy and at the same time to be efficient, so there aren’t nine other people on the line who are unhappy because they are being kept waiting!”
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