Interview with Kaneko Rino
We spoke with Kaneko Rino, a young employee working at Tamashima Shinkin Bank.
Learning the customer approach unique to Tamashima Shinkin Bank during training
You entered the financial industry as a new graduate, and I think there was a lot to learn at first, but what kind of training did you have right after joining the bank?
Kaneko
During the first three months of training, I learned about the management philosophy and history of Tamashima Shinkin Bank, as well as initiatives to revitalize the community and the mindset behind them. Additionally, new employees were responsible for managing the official Instagram account.
One of the important things I learned during training was the attitude of "listening from the other person's perspective" when talking to customers.
In the training for creating a business plan, I received advice from staff who are actually in charge of business support: "Please conduct thorough hearings so that you can explain the business on behalf of the customer. Let's support them with the mindset of participating in their business."
I believe it was a training that taught us not just to help with paperwork, but also to have the mindset of being close to the customer.
At first, there were many trainings focused on how to approach customers. Were there any trainings that covered practical content as well?
Kaneko
Practical skills like computer operations and customer interactions were taught directly by my seniors after I was assigned to the branch.
The staff at the Hachioji branch where I was assigned are all very kind, and it's an environment where I can consult immediately when I'm in trouble, so I feel secure working here even after my assignment.
I feel this ease of consultation not only within the branch but also with the headquarters staff.
Do you often coordinate with the headquarters?
Kaneko
Yes. There are professionals in finance at the headquarters who support each branch.
For cases that are difficult for me as a newcomer to handle, the headquarters staff quickly come to the branch to assist with customer consultations. They teach me everything from A to Z, and I can learn firsthand how to advise customers, so the support system from the headquarters is truly reassuring.
Supporting customers' challenges and solving them as a team
Was there a gap between your expectations before joining and your experiences after joining?
Kaneko
Since I handle money, to be honest, I had an image of a traditional, strict workplace before joining.
I thought, "Will the atmosphere be very formal when talking to customers...?" However, when I accompanied a senior, I was surprised to see how friendly they were when talking to customers. Of course, there are serious discussions, but I was impressed by how casually they chatted.
I often feel warmth in the relationships with customers and the workplace atmosphere, which was a pleasant surprise.
When do you feel a sense of fulfillment in your work?
Kaneko
The greatest fulfillment comes when I can feel that I have helped solve a customer's problem.
Once, during a visit, I saw a customer holding their passbook and muttering, "What should I do with this...?" I thought, "They might be struggling with asset-related issues."
After that, I immediately consulted with the branch manager, coordinated with the headquarters, and provided guidance on inheritance with a specialist who is knowledgeable about asset matters. I remember being very impressed by how quickly the headquarters responded.
This incident deepened the trust from the customer even further.
It truly makes me happy to be trusted by customers, so I want to approach any consultation with sincerity.
Prioritizing empathy for customers as a newcomer
What do you keep in mind when interacting with customers?
Kaneko
What I value is the "attitude of listening".
I still have areas where my knowledge is lacking, but I try to honestly communicate what I don't understand and maintain a humble attitude when talking to customers.
Additionally, my seniors taught me to "try to suppress the sales mentality as much as possible". Simply going out to sell won't build trust with customers, so I prioritize being close to them first.
You've increased your fieldwork in your second year, but do you find it challenging?
Kaneko
I feel the difficulty in building relationships from scratch with customers that I inherited from my seniors. There have been times when customers said, "Oh, you're a newcomer?" and I felt pressure when taking over customers who were close to the previous staff.
You want to maintain the trust that your seniors have built. How are you trying to overcome this?
Kaneko
To ensure that customers do not feel anxious, I communicate my stance by saying, "I am a mediator between the credit union and the customers". Since my experience is still limited, I have decided to focus on being a good listener so that I can properly bring back customers' concerns to the branch.
Also, I ask my seniors about the kinds of conversations they had with specific customers and what communication styles the customers prefer. I want to become a trusted presence for customers, just like my seniors.
Aiming to be a trusted local partner
While working at a credit union rooted in Kurashiki, have you noticed any local issues?
Kaneko
I believe each customer has their own specific concerns, but if I were to point out the most pressing local issue I feel right now, it would be special fraud.
There was a case where a customer who came to the counter was almost a victim of a transfer scam, and I also heard about another staff member who visited a customer's home and encountered a suspicious person. I feel that special fraud is increasing even in Kurashiki.
The term "special fraud" is often seen on TV, but it seems to be a prevalent issue in your area. What measures is Tamashima Shinkin Bank taking against it?
Kaneko
We are working on crime prevention activities, such as distributing crime prevention stickers in collaboration with the police, providing crime prevention telephone recording devices free of charge, and raising awareness about special fraud.
During the year-end and New Year period, I also distributed pocket tissues at the ATM corner in Aeon Mall Kurashiki while saying, "Please be careful as scams are on the rise."
Additionally, when there are large transactions at the counter, we also check with customers to confirm that it is not related to special fraud while engaging in conversation. Of course, there are cases that are not fraud, but I believe the counter is also the "last line of defense," so I want to be careful to protect our customers' valuable assets.
What are your future goals, Kaneko?
Kaneko
I want to continue to gain knowledge and experience so that I can hear customers say, "I'm glad I chose Kaneko!" I aim to be a local partner that customers can consult about anything.
Please share a message for your peers.
Kaneko
Compared to other seniors, there may be limitations to what I can do as a newcomer.
However, I believe there are responses and fresh perspectives that I can offer precisely because I am a newcomer.
Let's believe in our potential and continue to work hard together!
Conclusion
During the interview with Kaneko, I could really feel her passion for "talking to people."
I think she has many opportunities to talk with experienced individuals like business owners, but I was impressed by how she happily expressed that "it's enjoyable to hear from knowledgeable people."
I believe Kaneko's positive communication is very important in building trust. Through this interview, I felt I caught a glimpse of the attitude of the staff working at Tamashima Shinkin Bank.
I want to continue supporting Kaneko as she works hard as a member of the team revitalizing Kurashiki.
Young people weaving the Kurashiki work story back issues
Tamashima Shinkin Bank Data
| Organization Name | Tamashima Shinkin Bank |
|---|---|
| Industry | Deposits, Loans, Domestic Exchange, Foreign Exchange (Agency for Shinkin Central Bank), Agency Business, Currency Exchange, Government Bonds, Investment Trusts, Life Insurance, Non-life Insurance Sales, etc. |
| Representative Name | Takuwa Hirohiko |
| Year Established | 1914 |
| Address | 1438 Tamashima, Kurashiki City, Okayama Prefecture |
| Contact | 086-526-1351 (Main) |
| Website | Tamashima Shinkin Bank Website |
