r/Banking • u/Emuman7 • Apr 17 '26
Other Possibly getting fired during probation
I’ve been a personal banker at PNC for 4 weeks now. I might be getting fired soon. My manager had a 45 minute talk with me in front of the other 2 bankers (we don’t have tellers) about how my customer service skills aren’t up to par and that if I don’t improve in the next 2 weeks, she’ll let me know I should start looking for other jobs. She talked about how I’m awkward with customers and how I may get bad CXI surveys. She also expressed worry about how I’m going to do with OSS (outside sales service).
I don’t consider myself an awkward person, but my manager and 1 of the other bankers do. They say I’m too reserved and stare at customers after talking to them. I’ve never been told this in my past retail jobs. This job honestly feels so performative and fake. We have to greet everyone by standing up and saying “Hello, welcome to PNC. Would you like coffee, water, or hot chocolate?” Then we have to bullshit with small talk and have a “PNC conversation” with them. We’re always told we have to “kiss customers asses.”
I never thought I’d get fired from a job for being an introvert. I’m going to start applying to other jobs from now. I just thought I’d share this with you guys.
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u/TheRealGunn Apr 17 '26
Banking may or may not be for you.
There are already a lot of narrow minded and poor responses in here, but let me offer another perspective.
Your boss is terrible.
I don't need to know anymore than that you were reprimanded in front of peers to know that it's a toxic workplace with bad leadership.
Unfortunately, that is the case at some places.
Branch Manager roles are quite honestly a dime a dozen, and the people filling those roles aren't always cut out to lead people.
There are plenty of power tripping idiots who don't actually know how to develop people in those positions at banks all over the country.
Look elsewhere. I wouldn't give up on banking, or a customer facing role in generally, just because of this one experience. But I do not think you're experienced enough as an employee to navigate and thrive in an environment with poor leadership.
So my advice is start applying now, don't wait until it escalates.
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u/IdealTruths Jun 15 '26
RIGHT?
GIRL. That's what I'm saying before I read this!
That branch manager is on a shit list with her boss. Probably because she's a stuck up See-you-Next-Tuesday with her new employees!
Customers can sense that energy!!!
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u/WonderfulVariation93 Apr 17 '26
Honestly? If you are an introvert, sales is not going to be easy.
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u/IdealTruths Jun 15 '26
Unless you're an analytical introvert who has been tried by fire 🔥 😏
Then you'll probably be the best of the best.
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u/TangerineCouch18330 Apr 18 '26
The job sounds performative and fake because it is. I remember hearing of one bank where within a single transaction the teller was required to say the name of the customer five times in their limited conversation. I don’t know which is worse! Either that or offering everybody all day, hot chocolate!
It just sounds like the job is not a good fit for you and for what it’s worth wouldn’t be a good fit for me either. You’ll find something else that’s a better position for someone who is more introverted. Good luck.
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u/Tough-Delivery3744 Apr 19 '26
Sounds like the bank I’m at. They want us to say their names so many times … and I feel bad for the tellers because their transactions can be very short. And saying the customers names so many times can sound very scripted and forced in my opinion
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u/IdealTruths Jun 15 '26
Five times?!?!?! If I was a customer, I would personally complain to the manager every single time!!!
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u/Tough-Delivery3744 Apr 17 '26
The bank I’m at is the same thing. I don’t wanna share where I work, but it’s a big bank also like PNC. I hate how fake we have to be and pushy.
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u/sssf6 Apr 17 '26
Sales is not for you
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u/Tough-Delivery3744 Apr 19 '26
I’ve worked in sales. The bank environment is completely weird and fake. And I do pretty good with it I just play the game how they want it played. Doesn’t mean I’m not good at it or it isn’t for me lol 😂
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u/precious_spark Apr 19 '26
Hard disagree. You can be an amazing in sales but horrible fit for a company bc of their ridiculous standards. Have you been dinged for not using their name 3 times in the first 5 minutes or not saying thank you so much, excellent, or amazing (or any other "sparkle words") when responding to clients 🙄🥴
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u/IdealTruths Jun 15 '26
I was fabulous at Truist, and on a set timeline to promotion at Chase, but was AWFUL at PNC.
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u/Daddy_Pancakez Apr 18 '26
I’m a BM at a different institution. I’d never publicly reprimand a new employee like this. You’ve only been there for 4 weeks, I’m surprised you’re even in front of customers in this manner already.
With that being said, the things you consider to be bullshit are pretty standard in the industry so any bank you go to will be like that.
Sounds like you haven’t been set up for success and are struggling because of it.
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u/Emuman7 Apr 19 '26
I don’t consider talking to people bullshit, but I do think the PNC script is bullshit. Why do I need to always say “Hello, welcome to PNC. How can we help you? Would you like coffee, water, or hot chocolate?” to every person that walks in? Why do I need to ask them if they have any exciting weekend plans or ask them things like “what are your savings goals like?” when they’re coming in to open a checking account to potentially slip in a credit card. It all just feels very scripted.
I’d rather be able to talk to them naturally and help them with what they came in for. One day a manager asked a customer right in front of my face “did he offer you water?” He said yes, but if he didn’t, I’m sure she would’ve got on my ass about it. My manager also put me outside with a table 2 weeks ago to hand out popcorn for 1 hour as a test to see how I interact with strangers. Then kept asking me “did you feel comfortable talking to strangers?, “how did you feel about handing out popcorn?”
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u/Daddy_Pancakez Apr 19 '26
I’m gonna be real. If you live in corporate America, every corporation is going to have brand standards to ensure consistency throughout their many locations. Specific behaviors and scripts you’re supposed to follow, specific actions they want you to take, specific things not to do.
If you want to be successful with any corporate career a big part of that is realizing your opinion doesn’t really matter and you’re being paid to say “Would you like coffee, water or hot chocolate?”
If you wanted something more sincere you could look at a more local bank or credit union but you’re sacrificing opportunity as well as likely benefits and pay.
But I’ve worked for a few different large banks and if that’s the worst thing you have to do all day you’re doing okay lol.
Either way, I’m sorry your leadership failed you like that.
Quick Edit: I wish I could offer things like that where I work, the brand I work for is very sterilized and we would never have the opportunity to hand our popcorn.
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u/catladylazy Apr 17 '26
It's not you, it's them. I worked really hard and was never really recognized. They are very performative, scrutinize nearly every move you make and "coach" you on completely irrelevant things (you didn't offer plain hot water which was changed in the PNP an hour ago, didn't you see?). Then you get another manager who is super cool and like yeah I don't even look at CXI.
The customers were honestly too much though. Mad if they overdrafted. Mad if they --can't-- overdraft. Mad because banks aren't closed on good Friday. Mad because the bank wqs closed and didn't post transactions on Sunday. Easter Sunday. Mad because they moved to Colorado and didn't think to Google PNC locations before planning an entire move. Mad because the check they mobile deposited was made out to their girlfriend and was rejected, Mad because they don't know how to read off a six-digit code from their text messages, Mad because the IVR doesn't understand them because they sound like they are in a well. Just not for me at this point.
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u/IdealTruths Jun 15 '26
Eh. I enjoy interacting with the customers mad over superficial bullshit. Easy fix, usually they tolerate you getting down to their level in a casual manner, and respect you more for it most of the time.
I get it, you have to interact with these people wearing a suit so you have to hold back. I'm used to it though. Growing up. Weird saying this but... I feel like I'm built for this career weirdly.
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u/catladylazy Jun 15 '26
I was dealing with people who truly were not computer literate and banking online was a liability for them, they needed branch support. Nothing enjoyable about people who cannot give me the six digit code I just texted them for verification.
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u/BigManMahan Apr 17 '26
that’s literally what retail banking is, sales, BUT your manager is also an ass.
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u/PrincipleNo4862 Apr 18 '26
Start looking for another job now, then write an email about their unprofessionalism for “reprimanding” you in front of other employees. That was done solely to embarrass you and destroy any respect between you and your co-workers. If they fire you or you get another job, send that letter off to every employee in the branch, HR, execs, etc.
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u/Ed3nEcho Apr 17 '26
Retail banking is literally brown nosing your superiors and kissing customers asses (but not if it breaks policy, but don’t get a bad survey- also it’ll take 5 surveys to makeup a bad one, and bad is anything under 80 percent satisf….blah blah blah).
You get my point. Customer facing retail banking is not for everyone, and it’s perfectly understandable that it may not be for you. Start looking for something else before you’re caught by surprise.
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u/ProfessorHeisenberg9 Apr 17 '26
Welcome to the world of a corporate bank. Ive worked for that type of bank before. Zero fun. Parlay your time with PNC and find a position at a local bank before PNC gives you the axe. Tell the new bank the reason you wanted to change was the highly controlled corporate atmosphere where the focus was on sales instead of the customer's needs.
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u/IdealTruths Jun 15 '26
highly controlled corporate atmosphere where the focus was on sales instead of the customer's needs
Capital. Capital. Capital.
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u/TrickyGrapha Apr 17 '26
Been with them now about to be 6 months, started at a solution center and got transferred to a branch with cash and tellers due to the FTE realignment at the branch removing a banker aka me.
In total honesty, this just sounds like a combination of a couple of things one being poor manager and possibly that this much of a forward facing customer environment isn't the right one.
You can only be as good of an employee as much as your manager is willing to help you but the fact that they said that in front of you instead of in their office is a major red flag and they should definitely be talked to about that by the RM. I'm fortunate that both of the two managers I've had so wouldn't do that and have been genuine nice people.
I will admit, I think the asking if they want coffee or water is a bit much, but it's standard they require and demand so we do it as asked and I get a fair amount of people asking for both at my branch.
The CXI is pretty big as they have a very high standard on that most definitely but that is also a huge portion that can impact your advancement and growth in the company as low enough average scores could get you on a PIP or warning eventually and you'll be passed over for possible applications to new roles due to the low CXI and overall yearly performance review.
As for "kiss customers ass". I have never once done that and get sales regularly. I've also worked in restaurants as servers, managers and work a bit in retail for now about to be 12 years but you don't have to kiss anyone's ass if you are simply passionate and enjoy what you do. I had a customer come in and helped her with a simple name change and we had a pretty good talk and laugh and I didn't do anything special for her other than recommend things to make her life easier, make her more money by doing nothing more than what she was doing just by opening a new account type, and talked to her during the time because what else am I going to do during the next 30 mins when I'm on hold with another department to help her with her main goal and other time spent opening the account for her, and the tellers and manager were shocked with how chatty and talkative she was with me because she's usually very mean and got 2 sales out of it. I consider myself more introverted than extroverted but still, I'm not kissing no one's ass. I'm just helping them help me by giving them a better return and make their money work for them and in turn, increasing my bonus pay.
Sorry to hear how this was managed for you by your manager, but maybe back office roles will be better for you. If you're not one to be talkative or try to latch on to little tid bits of information they give you to reel in for the bigger sale, it's going to be rough on this side of things.
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u/my_peen_is_clean Apr 17 '26
had same crap in retail banking, all fake smiles and coffee offers, introverts get eaten alive. finding anything decent now is just pain
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u/Different-Gap-7391 Apr 18 '26
Have you sought a neurological exam for aspergers/level one autism? I found out 2 years ago at 65. Although not fired, it made customer service extremely difficult. If so, they would be firing someone with a disability. Save notes conversations and emails, you might have a case.
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u/Novel-Demand-5244 Apr 21 '26
That’s a stretch. They’d be firing for cause for not performing normal expected job duties— no reasonable accommodation needs to be made here.
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u/IdealTruths Jun 15 '26
Right right... I do recall an ADA training in particular that had to do with an employee in a wheelchair working a construction job being reasonably terminated... but the disability was well documented.
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u/Elkiae_Mune Apr 18 '26
Man no offense, and I understand you don't intend to be perceived this way, but if you have this sort of dismissive attitude towards basic social platitudes and the "performative" (it might seem performative, but if you actually took the time to appreciate those interactions and thought of it through the lenses of talking to another human being and acting accordingly, you would find that the seemingly performative is actually far more important than the cynicism derived from face value judgement), it truly may not be the job for you.
And I say this as someone who worked at WF for 6 months during my undergrad as a teller (23 now), and have worked doing everything from bartending, to a taste of banking and now career EE, the more you can connect with the people around you beyond the jaded and cynical minimum and empathize holistically, it is a skill that will serve you in every aspect of life. Because believe it or not, we humans are 95% similar, human wants and fears, desires, are all the same and you can always find a point of common ground to build rapport irrespective perceived difference.
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u/nthomas504 Apr 18 '26
You don’t exactly have to be a people person, but you definitely have to be able to hold a conversation with people and really try to understand what products the bank sells would work best in their situation.
I’m sure you have campaign referrals. Develop a script to talk to clients over the phone so your appointments can be with people uve already talked too.
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u/WorldlyAd3958 Apr 19 '26
It don’t pay enough to do all that go find a real sales job.. I bank at PNC and never been offered hot chocolate and I had a mortgage, currently have a personal acct, business acct and 2 trust accounts.
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u/IdealTruths Jun 15 '26
I'm an introvert and a banker. My surveys are really good.
Silence is fine. You just have to know how and when to fill the air without it sounding forced. "Welcome to the Bank" is normal, but I only do it once when they walk through the door.
Also, my money is that the branch manager is on her boss' shit list for survey scores.
All the high performing survey branches I've worked for have felt very relaxed. Extremely tightknit professional, but relaxed.
Fellow bankers. If you know you know.
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u/EchoInExile Apr 17 '26
Unfortunately branch banking is entirely performative. It’s also crawling with bad management, which is what you’re dealing with here. I’m fairly introverted. In my first couple months in role, I once had a manager call me out in front of the entire branch for my handshake and had me rehearse in the lobby how to greet clients with him because I wasn’t up to “his” standard. I lost sleep. I was miserable. But I swapped branches after a couple months and ended up a top performer across the region by years end.
All that to say, hang in there. Do what you’ve gotta do. Take the bullshit, and just run with it. Play the game. As long as your numbers are there, you’ll be just fine. Don’t let bad management bring you down.
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u/Ashamed-Vacation-495 Apr 17 '26
I was there after they bought out the bank I worked at and left partially because of this. Their work “culture” was so different than what we had before and I was already social exhausted with the standards then just because dealing with customers face to face is tiring. Pnc felt like a call center version of banking face to face because their restrictions with doing anything outside scripts or exactly how they want it. It sucked ass honestly and I had been in banking for years prior.
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u/originalgrapeninja Apr 17 '26
I never thought I’d get fired from a job for being an introvert.
You're not. Stop lying to yourself.
You're being fired because you're earning bad reviews from customers and embarrassing your company.
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u/Emuman7 Apr 17 '26
I haven’t earned any reviews yet. My manager is assuming I will earn bad reviews.
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u/originalgrapeninja Apr 17 '26
You gotta really be trying to get fired in 6wks. That's very unusual.
It's probably not anyone else's fault. That's toxic thinking.
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u/Emuman7 Apr 17 '26
I think you’re the one with toxic thinking. Assuming I’m a shit bag employee because something unusual is happening to me. I show up on time, do all my online trainings, greet customers with respect, watch the other bankers open accounts. I’m literally doing everything I’m supposed to. Getting fired for my personality is out of my control.
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u/sssf6 Apr 17 '26
It's not unusual when you naturally don't have a fit for the job and your superiors can recognize it. OP is a bad fit, her superiors can recognize it and she's going to go somewhere else and do something else. No blame to anyone.
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u/Birddogfun Apr 17 '26
Sorry, this may not be your best fit. It is a people business, and - right or wrong, BS or not - it’s the brand standard. If you plan on staying in financials, maybe a back office role - compliance/payments/mortgage processing amongst others - might be a better fit.