Malcolm X

Mountain Bank is located in the Northwestern part of the United States. Mountain Bank has four major business lines: retail banking, consumer lending, real estate and mortgage banking, and corporate banking. Traditionally, Mountain Bank has had a strong presence in the retail banking line, with only a limited presence in the other lines. However, deregulation in the banking industry has led to mergers that are not very profitable In order to turn around the banks current growth and sustainability over the long run, Mountain Bank should implement several strategies to become competitive in the marketplace. The Human Resource Manager (HRM) professional should recommend to Mountain Bank different types of practices related to the universalistic approach and commitment strategy as related to its tellers; furthermore, I recommend the differentiation strategy for Mountain Bank with respect to its tellers as appropriate for customer satisfaction and company growth.

In a study conducted by Mountain Bank, found “that customers’ experiences with tellers are the single most important driver of customer satisfaction. This can be contributed to the interactions between the teller and the customer, at times is the only contact the bank offers. “tellers are still the heart and soul of a bank”. It is imperative that Mountain Bank gain a competitive edge due to the current outlook. This can be obtained by having the basic skills of understanding general customer relations, as well as change management building trust and credibility amongst the tellers. The HRM professional’s focus should be on where the organization is going and how to get there. This can be accomplished by evaluating the choices and actions surrounding serving the needs of the customer, as well as good human resource strategies of managing the tellers. Both human resource strategies and competitive business strategies together can help to give Mountain Bank a competitive edge. Identifying what...