Photo Caption: Kemar Nolan Senior Branch Sales Representative at JN Bank Premier at the JN Financial Centre in New Kingston, assisting a client with achieving financial needs. Mr Nolan is one member of a team, led by JN Premier Head, Janice Mills, often acknowledged for the great experiences they deliver to members like Annaliesa Lindsay.
In an era where customer satisfaction can make or break a business, exceptional customer service is playing a pivotal role in transforming one bank into a strategic partner for at least one member of the local legal fraternity, Annaliesa Lindsay.
Impressed by the personalised and proactive support she received recently while at JN Premier on Belmont Road in Kingston, Ms Lindsay said she now views JN Bank as a trusted ally. She joined JN Bank just over two years ago.
“My experience with some banks have not been that smooth and this is why it jumped out at me because it was just so smooth. I was hesitant to become a member then but now I can say I am happy I did,” she shared.
“Everything about my recent interaction was pleasant. The individuals I spoke with were courteous and informative,” she added.
Ms Lindsay, who is an attorney-at-law, went to the location to execute a funds transfer, explaining that while she had the ability to make the transaction via the JN Bank LIVE online banking platform, she only ever used it to check her account balance.
“I do not like to navigate anything online. I wanted to transfer some money and I asked if I could be sent to somebody to just give the instructions and the person I was speaking with politely said, ‘go on JN Bank LIVE’ and I rolled my eyes, but after the interaction, I had to unroll them,” she said. “She was very calm in guiding me through the process and that is something I really admired. She made the process very easy and I’ve been back on it to do transactions by myself since then,” she said.
Ms Lindsay shared that her positive experience at the location also influenced her decision to deepen her relationship with JN Bank, expressing confidence in the bank’s ability to support her growth journey and help her achieve her goals.
“By the time she was finished with me, I also signed up for a credit card. She walked me through the entire process and even referred me to someone else who could better answer some questions I had. I really have to commend them. The experience definitely put me at ease,” she shared.
The attorney praised the bank for prioritising customer satisfaction and its commitment to ensuring that members feel truly valued.
“It’s absolutely necessary and a lot of banks do not concentrate on that,” she said.
“I know for a fact JN is emphasising it. The responsiveness is there, and I can see the eagerness to serve from those I interacted with. It’s refreshing too when people can address your needs in real time, rather than saying ‘I’ll call you back’ or leaving you waiting for a return call,” she said.
“If I hadn’t gotten that experience, it would have definitely delayed my plans,” she added.
Commenting on the strong connection between customer experience and loyalty, Carlene Stair, head of customer experience and service recovery at JN Bank, noted that the bank’s focus on service goes beyond simply meeting expectations. She explained that it’s about revolutionising the way the bank engages with clients, ensuring they feel heard and empowered.
“Customer experience is essential to building trust and cultivating strong, long-term partnerships. In today’s landscape, where many businesses, including banks, offer similar services, the customer experience is what truly sets us apart. We are committed to continually enhancing our customer experience because we recognise that when our customers feel valued and supported, it drives their success and in turn, strengthens our own,” she said.
