Posts Tagged ‘Customer Service’

5 Things We’re Thankful For This Holiday Season

Tuesday, November 22nd, 2011

1st Mariner Bank Thank YouIt’s that time of year again. The time where friends and family come together to celebrate the many things they are thankful for in their lives.

Here at 1st Mariner Bank, we consider our customers to be a part of our family and hope that you feel the same.  With that being said, we thought we’d share  a few things that we’re thankful for this holiday season.

We’re thankful to serve the Baltimore community.

For the past 16 years, we’ve had the privilege of serving what we consider the “greatest city in America”. From Canton to Dundalk, to Towson to Glen Burnie, the neighborhoods and sense of community that make up our hometown truly makes the city of Baltimore one of a kind.

We’re thankful for the flexibility that we’re able to provide our Customers.

Being a local, community bank, we’re able to provide flexibility to our customers by making accommodations that big banks may not be able to provide. Have an issue or a concern regarding your banking relationship with us? Pick up the phone and give us a call…we’re sure there is something we can do.

We’re thankful for the 24/7 service that Online Banking and Mobile Money provides our Customers.

Whether you’re sitting at home on the computer, or enjoying your first pumpkin spiced latte in Canton square, we’re proud to offer our customers numerous convenient ways to monitor and access their money.

We’re thankful to offer a Personal Financial Management tool (Mariner360) to help our Customers meet their financial goals. 

Do you have a financial goal? Mariner360 lets you personalize your goals, set alerts, and really drill-down on where you’re actually spending your money. Not to mention it aggregates all of your accounts…even accounts that aren’t with 1st Mariner.

And last, but certainly not least, we’re thankful for our Customers.

Without you we’d be nothing. Without you there wouldn’t be a 1st Mariner Bank.  Everyday we are blown away by your continued loyalty and support. Over the years we’ve developed many personal, meaningful relationships that we hold very closely to our hearts.

We’d like to sincerely thank you for affording us the privilege and opportunity to serve you.

Here’s to wishing you and your family a Happy Holiday Season!

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1 commentposted in 1st Mariner Bank, Mobile Banking, Products

Customer Service: The Mariner Way

Monday, October 17th, 2011
1st Mariner Red Carpet Customer Service

Providing Red Carpet Service the 1st Mariner Way

Everywhere you turn someone somewhere is talking about a customer service experience they’ve had.  Too often the conversation is about poor customer service and how horrible the individual felt after the experience.  Excellent customer service is not something taught over night, it comes from a team of individuals working together to come up with new and exciting ways to encourage and motivate the staff of an organization. Being one of the only local banks left in Baltimore, great customer service is crucial to the continued success of 1st Mariner Bank.  Our main focus is on providing outstanding customer service which we have dubbed “Providing Red Carpet Service the 1st Mariner Way”.  All 1st Mariner employees are required to attend “Red Carpet” training and are given assignments throughout the year to keep the material fresh in mind.

“Mariner Minute to Win It!”

The 1st Mariner Bank Training and Employee Development department works at finding unique and entertaining ways to keep employees informed, motivated and energized for work every day. As the old adage says “if Momma’s not happy (our employees), nobody is happy (our customers)” and this is true in the business world too.  This year the Training and Employee Development division celebrated Customer Service Week to say thanks to our branches and contact center staff for the invaluable job they do every day.  The first week in October, National Customer Service Week, is summed up with the tagline “Refresh, Recharge, Reconnect.”  Each day during this week a representative from each 1st Mariner branch played various games, which encouraged teamwork as well as taught customer service lessons.  Some of the games were customer service bingo, a scavenger hunt, and ring toss.  In addition to these daily games, there was a “Customer Service Street Crew” who visited each branch to play “Mariner Minute to Win It,” our version of the popular TV game show.   Throughout the week the branches were revitalized and really enjoyed coming to work, not only to play, but also to share this experience with our customers.

As the results of our recent Online Customer Survey demonstrate, 1st Mariner’s customer service is the number one thing that sets us a part from other financial institutions. Having a team of leaders who share the overall goals in providing excellent service and care to our customers is the first step in achieving outstanding customer service.   As a whole, the staff at 1st Mariner Bank will continue to constantly work to be the best local bank and the best in customer service; after all, we built this bank for you.

Check out some of the photos and videos that were taken of our Mariners as they competed in the “Mariner Minute to Win It” challenge.  Additional videos and photos can be found on our Facebook and YouTube pages.

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1 commentposted in 1st Mariner Bank

1st Mariner’s Online Products & Services Survey Results

Wednesday, September 21st, 2011

Last month we asked you – our customers – to take part in a survey that was designed to gauge your opinions on how we can provide you with improved online services, support and products.

We received a TON of great feedback and are extremely pleased with the amount of participation that we received.

So we thought we’d go ahead and share some of the highlights with you. Rest assured that we will be using your feedback to guide us through the redesign of 1stMarinerBank.com.

Here’s what you had to say…

Customer Service

What, if anything, sets 1st Mariner Bank apart from other financial institutions?

1st Mariner Bank Customer Service

Why customers like 1st Mariner Bank

74% of customers said the friendliness and professionalism of our staff.

Comments
“It’s locally owned.”
“Still provides free checking which is rare these days.”
“They are like an extended family.”
“Extremely friendly and helpful staff.”
“Personal service.”
“I’ve had excellent service at all of the 1st Mariner branches , mostly at  the Carroll Island and Middle River branch. They are the nicest people, and very helpful to any questions. Thank you 1st Mariner, I have had five banks in 51 years and 1s Mariner Bank is by far the best!”

How likely would you be to recommend 1st Mariner Bank to a family member of friend?

  • 93% of customers said they were extremely likely or likely to recommend 1st Mariner bank to a family member or friend.

Loyalty

  • Nearly 87% of people have had accounts with us for 2-plus years.
1st Mariner Bank Customer Loyalty

1st Mariner Bank Customer Loyalty

Online Services 

  • 96% of customers using Online Banking said they were either very satisfied or satisfied with our Online Banking service.
  • 92% of customers that have used our Click to Chat services have been either extremely satisfied or satisfied with their experience.

Comments

“Very efficient online banking and bill pay. I keep 1st Mariner for this reason and love being able to print out copies of cashed checks.”
“I can always talk to a human if I want to.”
“Very convenient for checking the balances in my accounts regularly to avoid overdrafts.”
“Online banking, bill pay and mobile money are extremely user-friendly and perform all of the tasks that I would expect them to.”

Are there additional Online Services that you’d like to see provided?

  • Mobile Deposit (check capture)
  • An android app.
  • A place for customer testimonials section.
  • Account balance email alerts.

This is GREAT feedback for us! We can assure you that all of these items will be taken into consideration and we’ll do our best to incorporate them into future improvements for you.

Thank You!

These results are fantastic and we are proud to have such wonderful and loyal customers. We’re thrilled that you’ve been happy with your experience with 1st Mariner Bank and look forward to delivering on some of the improvements that you’ve suggested.

A big THANK YOU to all of our customers who took the time to complete our survey and to provide us with the much needed feedback that we’ll need to improve your banking relationship with us.

If for some reason you were not able to participate in our survey and would like to provide us with additional feedback, please email us or call our Customer Contact Center at 410-558-4200.

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0 commentsposted in 1st Mariner Bank, Mobile Banking

Twitter and Customer Service- A successful ending

Tuesday, July 21st, 2009

Both individually and as a banker, I’ve been a pretty active participant in Twitter over the last few months. It is a fun, vibrant, and growing community with a lot going on. But, like many users, I was unsure of the usefulness and value of the space. Now I know.

We recently worked with one of our customers, Aaron Brazell, to resolve some issues on his account. His blog post at technosailor describes the series of events in some detail so I won’t repeat them here. We’ve found that Twitter is an excellent way to stay tuned into discussions about our brand and interact when appropriate. In this case, the ultimate resolution involved all of our customer service channels: Twitter, the Contact Center, and the local branch. So I guess the lesson I’ve learned is that social media (like Twitter) is just another way of interacting with your customers and prospects. It isn’t necessarily the answer, but it can be part of the solution. I welcome your comments.

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3 commentsposted in 1st Mariner Bank, Social Media, Twitter, Uncategorized

We’re Tweetin’ It Up

Tuesday, March 31st, 2009

Wow, what a great month this has been.  Not only have we received a lot of interest about our iPhone application (over 500 downloads), but we have also had a lot of interest about our Twitter account accounts.  That is right, accounts.  Not only do we have a 1st Mariner Bank Twitter account (300 followers) that discusses the industry, Baltimore’s local scene, and the bank, but we also have our Customer Service on Twitter.   So, be sure to follow us and get in on the conversation and if you have a question about a service or product be sure to send it to our Customer Service representative on Twitter.  

Heard about Twitter but don’t know what it is?  The slide show below is meant for businesses but should explain enough in the first 20 slides for you the get what Twitter is.

Twitter… what’s all the fuss about?

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0 commentsposted in Uncategorized