ABA Banking Journal - March 2014 - (Page 10)

bank notes how banks keep bad-weather days from impacting service 10 | ABA BANKING JOURNAL | March 2014 Neither sNow Nor raiN nor heat nor gloom of night will prevent mail carriers from completing their routes-and the same could be said of the banking industry's dedication to its customers. "Customer service is critical to us," says Dave Miller, executive vice-president, Consumer Banking, at $23.9 billionassets First tennessee Bank Na, Memphis, tenn. "i think it's a credit to us as an industry that we take our customers and their needs that seriously." For many banks, exceptional customer service means long track records of never closing. But that doesn't mean early closures or delayed openings can always be avoided in bad weather. Flexibility is key. "we're flexible enough so that if there's a mortgage closing scheduled for 2:00 p.m. on a snow day and we close the branch, the people that need to do the closing would stay," says Peter Judkins, president and Ceo of $335 million-assets Franklin savings Bank, Farmington, Maine. "we'd accommodate whatever the customer wanted." advanced planning helps when weather forces bank operation changes. "You do need to have some advanced planning and some checklists," says Dennis Mcintosh, president, Ceo, and chairman of the board for $213.2 million-assets ozarks Federal savings and Loan association, Farmington, Mo. "we try to Photos: shutterstock.com When the weather goes awry http://www.SHUTTERSTOCK.COM

Table of Contents for the Digital Edition of ABA Banking Journal - March 2014

Chairman's View
Editor's Column
The Economy
Bank Notes
Picture This
Basel III a bad fit for smaller banks
Tech Topics
Mortgage reboot
5 revenue ideas for the real world
Compliance Clinic
Compliance Inbox
ABA At Your Service
First Person

ABA Banking Journal - March 2014

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