Fidelity Model Experience

Genuine, honest client feedback is critical to the success of any business, and that includes banking. This makes an annual survey conducted by Forbes Magazine and the analytics firm, Statista, particularly relevant to Fidelity Bank clients. For the second year in a row, Fidelity has been rated one of the top three banks in Pennsylvania and one of the Best In-State Banks in 2019. The study included more than 25,000 participants who were asked to rate banks in Pennsylvania on various criteria, including customer satisfaction, level of trust, and quality of digital services. Only the top 2.8% of all U.S. banks made the ranking. This rating speaks volumes about the culture of Fidelity Bank and its commitment to its clients. It also indicates that the Fidelity Model Experience is fulfilling its mission. It’s a model that may be of interest to current and prospective clients, and fellow business owners, in the region and beyond.

What is the Fidelity Model Experience?

Fidelity Bank developed the Model Experience as part of its strategic plan with a focus on building a performance-based corporation. Bankers are given the training and resources they need to focus on cultivating relationships with their clients as their primary goal. In this environment, the transactions that naturally result from building those relationships become secondary. It’s what is known in the industry as Relationship Banking.

What this means to the client.

Many banks offer similar products, so when consumers research which bank will best meet their needs, they should consider what kind of experience they want. If personalized service is a priority, a bank with a relationship-based culture will likely be a good fit.

Enter the Fidelity Model Experience.

In this culture, Fidelity Bankers work actively to sustain an environment that promotes ongoing success through relationships, integrity, innovation, passion, and commitment. They are highly trained and knowledgeable while pursuing continuous mastery of their respective areas. They are encouraged to take the time to get to know their clients personally, and they’re able to act as advisors, providing customized solutions to financial issues. The scope of their service far exceeds processing transactions. Fidelity Bankers are invested in the success of their clients, and their communities.

How it all comes together.

To create a professional, but not intimidating, environment that inspires customers to trust and rely upon their Bankers for financial guidance and services, the Fidelity Model Experience encompasses a few key elements worth noting:

• Banker Service Standards — With a goal to create a client experience, whether in person or online, that exceeds expectations while combining value and, all Bankers collaborate with each other in support of Fidelity’s Core values by:
  • Listening and understanding client needs to provide support and solutions to internal partners and bank clients;
  • Acting as trusted financial advisors, offering proactive solutions and advice to clients, business, and service partners;
  • Balancing the interests of clients, the Bank, shareholders, and the community;
  • Providing a consistent experience throughout multiple offices;
  • Maintaining open communication with clients, and resolving issues in as few steps as possible; and
  • Embracing teamwork by providing value, praise, and assistance.
• Dress Standards — It may seem like a minor detail but presenting a polished and professional appearance creates a sense of unity. Fidelity’s Dress Standards provides guidelines to achieve this goal.
• Digital Standards — Consistency in communication is vital to success when it comes to customer service. That applies to digital communication too, whether that’s through email, telephone, online chat, or a Fidelity Bank app. Fidelity has created digital standards for all Bankers, so no matter which service channel a client uses,  they will experience the same level of financial advice, courtesy, and service.
• Social Media Standards — To help Bankers navigate through the complex world of social media, and use it to support clients and community initiatives, Fidelity provides social media training. Through this, clients can trust their private information will never be inappropriately disclosed online.
• Empowerment — Empowerment programs for Bankers support Fidelity’s culture of relationship banking. These programs allow Bankers to use their discretion in assisting clients by matching rates, waiving fees, providing relationship loan pricing, or funding to resolve a negative situation, when appropriate. The goal of the empowerment program is to help Bankers offer the best possible experience to the client within the bank’s guidelines, which translates into customer satisfaction.

Daniel J. Santaniello, President and CEO, of Fidelity Bank, publishes Financially Fit with Fidelity, your guide to financial well-being, every Thursday. If you’re interested in a financial topic we haven’t yet covered or want to subscribe to our emails, please feel free to drop us a line at blog@fddbank.com. We would love to hear from you.