“The Greatest Glory in living, lies not in never falling, but in rising every time we fall.” Nelson Mandela

Vicki Wall notes Mandela’s words are her favorite. And with them in mind, she wasn’t afraid to take on the challenge of CRM (Customer Relationship Management) Coordinator for INB in 2018. Since then, she’s worked through the nuances of a relatively new position, come to understand all aspects of our CRM system, and become the go-to person for compiling and interpreting data. As a result of her work, she was recently promoted to Data Analysis Officer.

Vicki learned through an INB-supported leadership training program that you don’t have to have a specific title to be a leader, so she’s never felt as if she hasn’t had the opportunity to lead.  She says, “Being a leader isn’t always a boss, but someone who helps and positively influences others.  INB educates their employees so that they can help other employees. We have tellers assisting new tellers.”  And in doing that, all INB staff members have the opportunity to lead.

Leadership Lived

While Vicki doesn’t have staff working for her, she finds joy in seeing project coworkers succeed.  “We all need a cheerleader at times, and that’s what I try to do. I believe that it’s important to offer feedback and celebrate successes no matter how small.  While the success may be minimal to some, those milestones become bigger and better over time as people continue to learn and develop.”

Thanks to her experience in INB’s retail (branch) environment, she had a good understanding of how to translate the data within CRM into day-to-day, actionable information. “For example,” she says, “using the data we can address customers who often call in for their balances, but who also have our internet banking.  While we may talk to this customer on a daily basis, it is through the information within digital banking that we know the customer can’t see their balance because they are locked out (of their account).  We are able to offer a higher level of customer service and assist them in resetting a password. The data doesn’t assist the customers, the employees do.”

Experience Matters

About her past positions at INB, Vicki says they have helped her develop friendships and build trust and confidence that help her in her CRM role.  She adds that working with customers strengthened her instincts as a problem solver.  “In the past, my customers would come in with a problem or concern and by offering a solution we built a wonderful friendship . . . Just as I helped my customer then, now I help my fellow coworkers.”

At the end of the day, it’s about kindness.  “It doesn’t cost anything to be kind,” Vicki says.