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Financial Services Profile: Chris Myers

Chief Executive Citizens Business Bank Chris Myers became chief executive of Citizens Business Bank in 2006 after having served as chairman and chief executive of Mellon First Business Bank. He serves as a board member of the California Bankers Association and has degrees from Harvard University and UCLA. The institution has more than 50 centers, including locations in Encino, Burbank, Glendale, Westlake Village, Camarillo and Lancaster. Approach to Customer Service: While we strive to stay updated with the latest technologies, our unwavering commitment to personal service and the success of each and every customer is at the core of our business. We focus on building long-term relationships by offering outstanding service. For any business owner, having your own dedicated banker on call is vital. We want our business customers to grow and prosper and we find meaning in our ability to enable and enhance their entrepreneurial opportunities. Most Difficult Part of the Banking Process: It can be a cumbersome process for business banking customers to change banks or implement new treasury services. We focus on making their transition as seamless as possible. We deploy an implementation team with a banker taking the lead to ensure a positive customer experience. Overcoming Objections/Problems: We have gathered an impressive team of commercial banking specialists with expertise in industrial and manufacturing, medical, property management, title and escrow, nonprofit, agriculture, government and other sectors. Our subject matter experts work on a case-by-case basis to tackle sophisticated problems related to any customer need. Handling Difficult Customers: Maintaining solid relationships are an important part of our business; therefore, addressing customer concerns are a top priority. With the support of our leadership team and board of directors, our bankers work closely with customers investing the time to fully understand the situation from all aspects to create a reasonable solution to any opportunity. Do Customers Prefer In-Person, Phone or Email Communication? While the majority of banking transactions are still performed in person, customers are utilizing email and mobile more as a means to communicate with bankers on a regular basis. Our bankers practice flexibility in using whatever means of communication best suits the customer for a better customer experience. Favorite Experience With Customer Service: The enduring part of our industry is an expectation of quality service. Many of our customers have banked with us for more than 30 years – not because we have an ATM on every corner but because we know their business, we answer the phone when they call and we are their trusted advisor. On occasion, our bank will get confused with Citizens Bank, which is the name sponsor for the Philadelphia Phillies ballpark. I had one customer ask me if we had any tickets that we could provide. I told him no to Phillies but yes to Citizens Business Bank Arena in Ontario, California. Advice on Customer Service: Take the time to listen to your customer and learn about the opportunities and challenges they face. Don’t assume customers want a faceless transaction. Superior people and proving service excellence are the keys to success. Be proactive, tackle problems right away. Fast and thoughtful resolution promotes long-term loyalty. – Mark R. Madler

Mark Madler
Mark Madler
Mark R. Madler covers aviation & aerospace, manufacturing, technology, automotive & transportation, media & entertainment and the Antelope Valley. He joined the company in February 2006. Madler previously worked as a reporter for the Burbank Leader. Before that, he was a reporter for the City News Bureau of Chicago and several daily newspapers in the suburban Chicago area. He has a bachelor’s of science degree in journalism from the University of Illinois, Urbana-Champaign.
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