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platform operation employees. The platform operation at a branch
was conducted by customer service representatives, branch
managers and assistant branch managers, each of whom was assigned
a desk on the floor or "platform" of the branch on the customer's
side of the tellers' windows. These platform employees were
generally responsible for assisting customers in applying for
consumer loans, renting safe deposit boxes, obtaining ATM cards,
opening checking accounts, and opening new deposit accounts
(including time deposits such as certificates of deposit). Each
of the banks also had commercial loan officers who were
responsible for the commercial products offered by the respective
institutions, including loan products, cash management and
deposit products, and employee benefit services.
The banks drew their business from their respective
geographic service areas through a combination of walk-in
business, referrals, prior relationships with customers,
advertising, and the direct, active, and personal solicitation of
new and existing customers through telephone calls, letters, and
other means. Tellers and platform employees of the banks were
encouraged to solicit new business, with an emphasis on
encouraging the customer to look to the banks for a wide variety
of financial services and products. Each of the banks offered
financial incentives to certain of its platform employees and
tellers to sell multiple products and services (cross-sell
incentives). The banks conducted training programs for
employees, including classes dealing with lending and the
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Last modified: May 25, 2011