The Burlington crew: Justin, former teller supervisor Jayme Clarey (now a district operations specialist), universal banker Jennifer Heacox, Robin, and teller Bryana Stagg.
This month, we celebrate the achievements of our top-performing branch managers for 2018 and their teams. This week: Robin Callis at Burlington.
“Dedicated coaching, community outreach, business development, and commitment to providing the very best service for our customers” put Robin over the top, says district manager Brian Bozek. “Not only is there great chemistry in this office, but Robin’s belief in coaching, daily communication with her team, and lobby management played a key role in this branch’s sustained success.”
This is the second year Robin has been named a top branch manager, and once again, she and her team maxed out in investments (finishing at 218.11 percent), lending (151.04 percent), and credit cards (194.65 percent). Their CSR score of 97.86 percent surpassed goals, as well.
“I was blessed to have a team that worked very well together and had the desire to succeed, both individually and as a branch,” Robin says. “I was also lucky to have a personal banker (Justin Kasten) who loved sitting in the lobby and talking with all of our customers. He was able to pick up on the little things that eventually lead to a loan, or an investment, or a credit card.” Justin also helped with coaching on referrals, and was “instrumental” in putting together contests that inspired the team.
Coaching is key, Robin says. “I believe in spot coaching whenever possible. I feel this is the most effective way to coach, because we can discuss the issue while it’s fresh and make corrections if necessary. I also believe a ‘pat on the back’ goes a long way, and always try to find the positive in all situations.”
Another tip: “I will often ‘hang out’ behind the teller line during observations, which enables me to listen for clues and to encourage the staff to pick up on similar clues. I also frequently use Jabber when I feel that the staff might need a little help during a conversation. I don’t really like to hover, so using Jabber allows me to coach without intimidation.”
As for community outreach, Robin belongs to the Burlington Area Chamber of Commerce along with other organizations in Kenosha and Racine. And one of her favorite activities is visiting schools to teach kids about managing finances.
“When people see us out in the community, it gives them a good feel for doing business with us. It also gives me more insight into what is going on and how people are reacting to things such as interest rates, taxes, etc. This helps with my approach when talking with customers and potential customers,” she says.
“It’s very exciting to win the Top Manager award for two consecutive years!” Robin adds. “Knowing that we are helping our customers achieve their financial goals is very rewarding.”
Our other two top managers for 2018: Joline Lazarski at Southwest and Mary Benz at Regency.