Oak Brook-based Leaders Bank has captured the 2018 Exceptional Service Business Award from the Oak Brook Chamber of Commerce. Leaders Bank officials received the award at the Chamber’s annual meeting and awards breakfast, which took place on Tuesday morning, March 20th at the Hyatt Lodge in Oak Brook.
According to the chamber, the Exceptional Service Award is given yearly to an area organization whose customer service program provides an exceptional experience for its clients or customers and makes its business successful.
Several factors combined to convince the Chamber Leaders Bank merited the prestigious honor. These include prioritization of personal attention to customer needs, a culture empowering employees to take ownership of quality service and a committee approach to addressing customer issues that yields innovative service solutions. Positive customer satisfaction surveys bear out the success of these initiatives.
A commitment to providing unrivaled customer service has long served as the bank’s guiding principle. “That is not common in the banking industry,” said Rob Brucato, Leaders Bank senior vice president of treasury management. “With industry consolidation and ongoing pressure to produce positive financial results, many banks and financial service providers become too internally focused and therefore ignore the needs of their customers. This however is not the case at Leaders Bank.”
The bank embraces a collaborative management structure fostering employee empowerment at all levels, Brucato said. Employees understand that positive financial results for shareholders and employees can only be achieved if customers feel well served in every interaction. That spurs strong employee ownership of, and accountability for, continued client satisfaction. In an era of technology-driven change that often results in reduced face-to-face interaction with customers, Leaders Bank employees actively seek opportunities to personally meet with clients, helping build rapport and trust.
The bank’s committee approach to addressing challenges spurs communication and collaboration among all bank departments, generating optimal solutions.
Examples include adjusting ATM transaction dollar limits to minimize fraudulent transactions and instituting loan programs and products that respond to underserved but growing markets like micro businesses, Brucato said.
A recent survey conducted by an independent marketing organization confirmed these programs’ effectiveness. It found 95 percent of respondents believe the bank always delivers on promises, and 96 percent would recommend Leaders Bank to others.
With locations at 2001 York Road in Oak Brook and 2075 Calamos Court in Naperville, Ill., Leaders Bank is a premier commercial bank catering to private business owners, their families and other entrepreneurs. Leaders Bank offers a full spectrum of traditional and customized banking services, Internet-based banking, and online bill payment. To contact Leaders Bank, call (630) 572-5323 or visit www.leadersbank.com.