Huntington National Bank 2005 Annual Report Download - page 14

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FINDING A BETTER WAY
In Commercial Banking, the account relationship
associates take care of client service. Once
the relationship is established, they support
our commercial bankers by being a single point
of contact for customers – to solve problems,
open accounts and process loans. Kathy Loken,
Vice President, Commercial Banking, explains,
“We look at what we can do to make life easier
for the commercial banker. We also look at how
we can make the process easier and more ef-
fi cient. If we have to ask ‘why do we do this?’,
we can look into ways to improve the process.”
Loken speaks enthusiastically about the confi -
dence instilled in her team as a result of these
additional responsibilities. “One relationship
specialist noticed her customer had $2 million
deposited with other banks. She worked with
our Huntington Investment Company represen-
tative to improve the customer’s return, and
the customer brought those accounts over to
Huntington. This evolved directly out of this
relationship specialist’s new day-to-day contact
with her client.”
A huge initiative in 2005 involved getting commercial
customers set up for Business Online. This has saved
customers money, and they have expressed satisfaction
with the user-friendly, instant access. The year also
saw a re-engineering of the Commercial Banking
process. Frank Capella, Executive Vice President,
Commercial Banking, describes this as a more effi cient
allocation of time by our relationship managers. “It
also empowered our relationship specialists, so the
job is more rewarding. In the future, we’ll continue
to refi ne how we deliver service and fi nd new ways to
get better by always considering what the customer
wants. We’re all on a journey to deliver ‘Simply the
Best’ service.”
KATHY LOKEN > >
Vice President, Commercial Banking