Customer and Supplier Requirements of First National Bank of Arizona.
As stated in the Results Training and Development web site, "Survival in today's business world depends on a solid customer base and front-line employees who know how to exceed customers" expectations". To achieve successful customer service, the business must have the involvement, support, and commitment of the entire organization. First National Bank of Arizona's mission statement relates to the preceding sentence. It reads, "To empower our employees to do an outstanding job for our clients, our community and our shareholders by consistently providing innovative, secure and quality financial services and solutions" (First National Bank of Arizona, n.d., para. 1). Each department within the bank has their own system in dealing with internal as well as external customers; for example, the retail branches are more sales-focused where the operations department is data-focused, however, both of these departments are required to work in synergy to create positive experiences for the customers. This paper will focus on how internal and external customer and supplier requirements are met within a specific area of First National Bank of Arizona: the Commercial Lending department.
Roles of Commercial Lending.
The Commercial Lending department consists of three teams that include a Loan Specialist, a Financial Analyst, an Underwriter, two Loan Officers and one Team Leader. The Loan Specialist handles the administrative work. The Financial Analyst and the Underwriter position is similar in the degree that they both analyze business and personal financial statements, tax returns, owners and management, market conditions and industry conditions for a business to determine if the possible customer is credit worthy. The reason for the separate titles is because the Underwriter usually has many more years of experience in analyzing credit than a Financial Analyst does.
