Frontliner Bank: Definition, Types, Qualifications, and Duties

Frontliner bank – Frontliner is a position that is truly important for the company’s success. In addition, this profession is usually under the customer service department and is tasked with creating a positive environment for customers. In fact, frontliners can be regarded as a profession that describes the face or voice of a company’s business.

Frontliners are also the first to interact with customers or customers. In larger companies, they are expected to be able to become ambassadors of the organization’s business. Even so, this job is quite rarely heard of by job seekers who are looking for work.

Most people only know the more general positions or rather the customer service department . In fact, according to Chron’s research, this job is currently on the rise and is expected to grow by 5% by 2026.

If in a bank, this frontliner is better known as a bank frontliner . Then, what exactly is meant by a bank frontliner? You can find the answer in this article, Sinaumed’s. However, before discussing it, it’s better if we will discuss the meaning of the frontliner first.

Definition of Frontline

Frontliner is a profession in the field of customer service that deals directly with customers. In addition, they can also work in many fields, such as sales , food and beverages , marketing , retail and banking. For example, the host and waiter greeting customers in a retail store can then be considered as front liners. Because they have to greet customers directly, the frontliners themselves are often seen as an important part of the customer service team.

In fact, they also have to pay attention to customers, deal with their problems, and answer various questions related to a company’s product. Not only that, they (frontliners) must also be able to build comfortable and positive interactions. This needs to be done in order to increase company sales.

If a company already has a frontliner, it means that the company has made more efforts to serve customers and this is a good thing. Reliable frontliners can also put customers at ease and leave positive reviews. The results of their work can also be expected to bring in new customers for the company’s business.

Definition of Frontliner Bank

After discussing frontliners in general, the next discussion is frontliners in banks or in the banking industry. As the name suggests, these frontliners work in a bank where their main task is to deal with complaints from bank customers. Because the bank’s frontliners will meet with customers, they are required to look neat and polite.

Apart from having to look polite, the bank frontliner must also be able to help find complaints experienced by customers. To deal with various kinds of customer complaints requires patience, so the bank frontliners need to listen to customer conversations while thinking calmly.

Types of Bank Frontliners

In fact, frontliners are officers who will first interact with customers. In addition, they also have to communicate actively with customers to meet their needs. In order for this to work more effectively, banks divide bank frontliners into two types.

Each type of frontliner certainly has different duties and responsibilities. The following below is an explanation of the types of frontliners contained in a bank.

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Customer Service

The type of bank frontliner whose services are often needed by many companies is customer service , especially in the banking industry. They must be able to find solutions and solutions to problems faced by bank customers.

In addition, they are also assigned as receptionists and communicators. The communicator himself is then responsible for providing information about banking products to customers.


The next type of bank frontliner is the teller. Their (teller) role includes serving customers in financial transaction matters. Therefore, often they will be seen withdrawing money or sending money. In addition, this bank teller also performs tasks in the form of providing proof of transactions and managing client invoices.

Tellers must also be able to operate financial tools properly and not make mistakes. The teller is also responsible for reconciling the amount of money to avoid miscalculations. Even though he is under the auspices of the customer service department , they will also often work with the finance team and banking management.

Frontline Bank Duties

Bank frontliners can be said to have the main task of managing customer complaints. Apart from that, they also have to deal with any problems and questions raised by customers or customers quickly and responsively.

There are several bank frontliner responsibilities that they must complete. These tasks are the responsibilities that will be borne by each bank frontliner, both by customer service and by tellers.

To find out more about the duties of a bank frontliner, here is an explanation.

  1. Fostering and maintaining relationships with existing customers and attracting new customers.
  2. Understand the needs and problems of customers or prospective customers, so that they can provide solutions that are responsive.
  3. Answer questions that have been submitted by customers or prospective customers correctly and in detail.
  4. Providing good solutions in overcoming problems that have been submitted by customers or by prospective customers.
  5. Communicate well with customers and by prospective customers.
  6. Negotiating with customers or prospective customers with good results and satisfying each other.
  7. Helping customers to be able to make transactions if needed and cooperating with related divisions.
  8. Knowing and mastering bank products and services well.
  9. Understand the principles of customer satisfaction.
  10. Be friendly and courteous to all customers he meets while on duty or off duty.
  11. Responsive to every complaint, question or customer request that has been submitted by providing the best solution.
  12. Able to control himself in various conditions, if there are things that require handling directly or indirectly.
  13. Have high empathy in all conditions that can occur with full attention.

Frontline Qualification

If you want to become a bank frontliner , you need to have an adequate educational background. According to Chron, frontliners need education as well as majoring in communication and management.

In addition, the company also prioritizes candidates who have experience in marketing and customer relations . However, every company has different preferences. If you have a different background, it is possible that you will pass the selection.

Even so, you still have to understand exactly what a frontliner is and the skills that must be mastered.

Skills Required by Bank Frontliners

After seeing the types and their duties, it can be said that the job of a bank frontliner is a job that cannot be underestimated. Those of you who are interested in this profession, then need a number of skills in order to complete the tasks in it.

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Remember, listening to and solving customer problems is not an easy thing to solve. If you make a wrong move, then customers and clients will not want to do business with your company again.

Basically, the skills required to become a bank frontliner are the same as those of a frontliner in general. So, below is a list of skills that you must have if you want to serve as a frontliner.

1. Verbal and Nonverbal Communication

First of all, to be a frontliner , you must have verbal and nonverbal communication skills. The reason is, frontliners must be able to communicate solutions and issues clearly to customers. Not only that, frontliners also have to read the customer’s body gestures and facial expressions so they can draw conclusions about their problems properly.

2. Active Listening

Next, frontliners must also have good active listening skills. This skill is arguably very much needed because frontliners are able to answer questions or solve customer problems more quickly. So, by using active listening, they can also listen attentively to customer complaints.

3. Empathy and Problem Solving

The next two abilities that must be mastered by a frontliner are empathy and problem solving. Frontliners must use empathy to better understand and connect more with customers or clients.

In addition, this skill can help them build positive relationships and increase customer satisfaction. On the other hand, problem solving skills are needed so that frontliners can provide the best solutions to customers.

4. Resilience

Facing many people can sometimes be draining of energy and mind. However, someone who works as a frontliner must have high resilience. This skill itself refers to the ability to adapt and remain firm in difficult situations.

With good resilience, it can help them to serve customers or customers in the most difficult times. You don’t need to worry, you can train the resilience of this skill from time to time.

5. Critical Thinking

Customer problems that are more complex than usual then require frontliners to be able to think critically. This critical thinking ability will then help them produce the best problem solving . Critical thinking skills include the ability to understand the root of a problem, analyze a situation, and consider alternative solutions rationally.

6. Flexible

frontliner must be able to deal with various types of people with different attitudes and problems. The interactions that are formed will also be unique. Each complaint requires a different response and handling. Therefore, a frontliner must be flexible in responding to their needs.

7. Basic Computer Skills

Some frontliner jobs may not involve overly complicated administration. Even so, they are still required to be able to have basic computer skills. Most of the information management in a company now must have switched to using digital devices.

This one skill consists of several abilities, such as being able to use several software, such as Microsoft Office, as well as other software used by companies.


From all the discussion above, it can be said that frontliners are not only in banks, but also in other businesses. In addition, frontliners are jobs that deal directly with customers, so special abilities are needed, especially in dealing with various characteristics of customers or customers.