Are You Getting the Bank Customer Service You Deserve?

Are You Getting the Bank Customer Service You Deserve?

Author: Matthew Mueller, Director, Commercial Banking

You expect excellent service at the local coffee shop, from your hair stylist and even at the doctor’s office. But are you getting the attention you deserve at your bank? Here’s what excellent bank customer service should look like.

Defining Excellent Bank Customer Service

At its core, bank customer service is about staying one step ahead of a people’s needs and being proactive rather than reactive. It’s offering a comprehensive range of services, from wealth management and mortgage advice to commercial and retail banking. It’s about equipping a team with the expertise to guide customers through their financial journeys, whether it’s buying a first home or selling a business for retirement.

Great bank customer service starts with building meaningful relationships. In a smaller town like Fremont, Nebraska, we see our customers everywhere—at the grocery store, at church and even while filling up our gas tanks.

Those relationships are nurtured by the bank and its employees’ involvement in the community. As someone who serves as the chairman of the Fremont Chamber of Commerce and works with the local economic development council, I’ve seen firsthand how our engagement impacts our community. Other employees have served on local boards for the United Way and Habitat for Humanity. That investment of time and talent helps us build deep bonds with our customers.

Tellers Are the Unsung Heroes

Bank customers also look for a welcoming environment where they are greeted by name. Tellers are the face of a bank and know our customers well. They interact with nearly every customer, recognizing their cars, remembering their usual transactions and even knowing if they have a dog that needs a treat.

It’s a friendly demeanor and personal attention that make a lasting impression. You can teach technical skills, but a welcoming personality and the ability to engage customers in meaningful conversations are what truly set a teller apart. Having warm conversations about a recent vacation and the activities their children are involved in makes a difference.

By meeting our customers where they are and providing expert guidance, we ensure they feel valued and understood every step of the way. This personal touch transforms banking from a mere transaction into a relationship.

Personalized Service at Its Best

Excellent bank customer service extends to business clients as well. A bank can help local businesses get off the ground by connecting them with essential resources like accountants, insurance agents and lawyers. Introducing new business owners to a Chamber of Commerce’s robust networking opportunities can further aid in growth.

For larger commercial clients, sophisticated treasury products and online banking solutions are essential. Every bank has checking accounts and loans. Our advanced infrastructure supports products like Insured Cash Sweeps and customized solutions that offer efficiency, automation and cost-saving benefits. 

What sets FNBO apart is our ability to offer the services of a big bank with the personal touch of a small-town bank. This combination allows us to serve the needs of businesses, whether they’re just starting out or have been established for decades.

We go above and beyond for our customers every day. Whether it’s helping someone navigate the complexities of estate funds after the death of a parent, assisting a new job holder in opening their first account or guiding a customer through the home-buying process, we bring the full resources of the bank to meet their needs. If we can’t directly help, we point them in the right direction, ensuring they always have a trusted partner to rely on.

A commitment to exceptional service, deep community involvement and a unique blend of big bank resources with small-town care are what every customer deserves from their bank.

Find an FNBO branch near you.

About the Author

Matthew supports the success of local businesses. He offers financial advice and devises solutions that improve efficiency. Matthew strives to position his clients to win in their respective industries.