Veteran banker Vanessa Scott has worked for banks of all sizes, but her heart belongs in community banking. Why? The answer is simple: It's the people who make it matter.
How would you describe your job?
The best way to describe what I do is I'm a relationship manager. Yes, I'm a mortgage loan officer and I provide financing for homes, but ultimately I manage relationships with my customers.
What do you love about working for Citizens Bank?
Working for a true community bank gives me the opportunity to provide a level of personalized service that really gets lost in translation with larger institutions. In my 37 years in the banking world, I've spent 24 of those years at Citizens Bank. I choose to work for a community bank for a reason. I love being able to not only serve my community, but also to get to know my customers on such a personal level.
All banks have goals both quantitative (the numbers) and qualitative (the experience), but the focus is more on the qualitative goals at Citizens Bank. There is a significant amount of support and empowerment throughout the bank which makes it easy to provide a more personalized level of service to our customers and community.
Can you explain how Citizens Bank's customer service is different?
We do not outsource our customer support, our customer care center is filled with Citizens Bank employees, who are members of our communities. Our customers talk to real people in real-time. At Citizens Bank, we have professionals who are going to take care of you even beyond what we can provide. I compare it to a concierge service: If I can't help you, I'm going to introduce you to someone who can.
Do you have any pet peeves?
Poor customer service, by far, is one of my biggest pet peeves. I always try to go the extra mile for each and every one of my customers. My goal is to not just provide what they ask for, but I should be able to have a conversation to find if there are any additional needs that they may have. I ask a lot of questions to make sure my customers are getting the best possible experience.
What do you love about your day?
I love people and enjoy being a part of helping them make their dreams come true. A home refinance to send a child to college, or buying a first home, or adding an addition because their family is growing or they are bringing in a parent to care for... being part of that is, to me, just reward beyond measure.
How do you like to spend your free time?
I love spending time with my family and I love being in the outdoors, especially on my patio with the most wonderful man in the world, my husband of 37 years. We spend our time enjoying the beautiful home we've been blessed with; we’re so lucky to have such a beautiful place to spend our time.
What is your favorite thing to do outdoors?
We have an outdoor living space full of flowers, vegetables, and other plants. I call it our outdoor oasis. I get up really early and take little bits of time to just tend to it. Some of my unwinding is being able to walk out on that patio in the middle of work call and being able to care for a flower or two in my flower pot; it clears my mind and restores my energy.