The Purpose - to clarify and perpetuate the Bank's culture. An organization's culture is the glue that holds together our values, beliefs, sense of belonging, self confidence, and the trust in people around us. It's the "intangible" how we operate.
The Role - at any meeting where 3 or more employees are present you must tell a story that illustrates the demonstration of our culture.
Stories
The downtown Harrisburg branch recently hosted an investment day with our Financial Sales Associate, Mike. As one of our customers finished her meeting with Mike she noticed it had started to rain heavily. She asked if anyone had an umbrella she could borrow for her walk home. Mike heard the customer’s plan to walk home and immediately offered to drive her. Mike asked his next appointment if he would mind waiting a few more minutes so that he could drive the customer home. As the customer was waiting for Mike to return, the downtown Harrisburg staff, Kim, Shawn, Sana, and Brandy, kept the man company with friendly conversation and light refreshments. Thanks to everyone’s hard work and understanding the Investment Day was a complete success!
Megan, Ephrata’s customer service representative, received a call from a woman that needed to make a deposit in an overdrawn account. The woman was not leaving work until 4:30 p.m. in Lebanon. Megan called the Lebanon branch and asked Audrey, the branch operation supervisor, if she would be able to pick up the deposit from the customer. Audrey was more than happy to help and the customer was happy for the staff’s extra efforts.
Several customers were having difficulty activating their debit cards using the ATM at the York branch. Ashley, personal banker, and Deb, branch sales manager, each went out in the 90 degree weather and individually walked customers through the debit card activation process and also spent time explaining the details for future use. Thanks to Ashley and Deb for their uncompromising customer service!
Joe, our retail sales officer in State College, worked with a customer who recently opened a checking account with Graystone Bank. Shortly after the account was opened, the customer inadvertently overdrew the account by a few dollars. Joe called the customer to inform her of the negative balance, she then told him she would be in shortly to make a deposit. After a few hours passed Joe spoke with the customer and learned she was working and would not be able to leave to make the deposit. Joe took it upon himself to visit her workplace and pick up the deposit so she would not incur overdraft fees. She was very pleased and thrilled to see the commitment Graystone has to its customers.
A young gentleman made a withdraw out of the Lebanon branch ATM; however, he forgot to retrieve his money from the dispenser. Realizing he forgot his money, he called the bank asking if anyone had turned in the cash. Audrey, branch operational supervisor, with help from our operations department, was able to contact the person who made the next transaction at the ATM and recover the money. This is a perfect example of Graystone employees going above and beyond for our customers.