Bank of America 1998 Annual Report Download - page 15

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13
Jan Rosenlund is a self-professed career banker. She manages the King District in western
Washington, where she is responsible for 35 banking centers.
“I’ve spent my entire career working one on one with customers, serving customers. That’s
what it’s all about. You wouldn’t be in this business if you didn’t feel very strongly about the
clients. They’re looking for individualized attention, professional service, someone who cares
and someone who’s really focused on them.
“It’s really fun to provide fabulous service and I think we do that, although not always with the
consistency that we expect. We will always need to work at that. Customer service isn’t something
you train for once. It’s an ongoing, minute-by-minute, day-by-day investment. That, like our
associates, is how we differentiate ourselves, how we earn the loyalty of our clients.
“Whatever national bank we compete against may have similar products and technology,
but I hope they never have my associates. I truly believe we have the most talented group of
professionals working for us. They’re dedicated and they are absolutely driven to take care of
their customers. They see themselves as advocates for their customers.”
Jan Rosenlund (right), Consumer Banking,
with teammate Carol Albo in Seattle.