The West Bank Way

Salvation Army Check Presentation

Company Culture

From the very beginning, we've been an innovator in creating solutions to meet and revolve around our customers' needs. The key to our ability to do this rests squarely with our people, and our extraordinary culture is the backbone of our team. The 26 fundamentals that follow describe the principles and practices that define our Culture. It's who we are, and what drives our extraordinary success. They're what make us leaders in our field, we call it the West Bank Way.
  1. BE A BRAND AMBASSADOR. We're all responsible for, and benefit from, the West Bank image and reputation. Maintain and protect the West Bank Brand by considering how your actions affect our collective reputation, and be a proud ambassador for the company. Be proud and wear WB Blue!

  2. DO THE RIGHT THING ALWAYS. Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one's looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right. There's no greater way to build a reputation than to earn the trust of those we serve.

  3. DELIVER LEGENDARY SERVICE. It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Demonstrate the "we revolve around you" spirit by creating amazing experiences that our clients will tell others about. This includes both internal and external clients.

  4. DO WHATEVER IT TAKES. Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Find a way to "yes", and see issues through to their completion.

  5. LISTEN GENEROUSLY. Listening is more than simply "not speaking." Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Offer your undivided attention. Above all, listen to understand.

  6. SPEAK STRAIGHT. Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected, and eliminate gossip from our environment.

  7. BE A FANATIC ABOUT RESPONSE TIME. Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re "on it," as well as keeping those involved continuously updated on the status of outstanding issues.

  8. HONOR COMMITMENTS. Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, meetings, and promises. If a commitment can’t be fulfilled, notify others immediately and agree on a new deliverable to be honored.

  9. SHOW GRIT. Persevere and be passionate about the long-term goal! Don’t be afraid to make mistakes. Be courageous – act despite the risk of failure; be conscientious in your work; be tenacious in the face of challenges; and go for excellence over perfection!

  10. INVEST IN RELATIONSHIPS. Our business is built on trust and trust is built on relationships. Make smart decisions that enhance long-term relationships. Strong relationships enable us to more successfully work through difficult issues and challenging times.

  11. FOCUS ON SOLUTIONS. We’ll always face challenges in our business. Be resourceful and show initiative by coming to the table with solutions. Be optimistic and use your creativity, spirit and enthusiasm to see the possibilities.

  12. MAKE QUALITY PERSONAL. Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy disdain for mediocrity. Good is not good enough. Always ask yourself, "Is this my best work?"

  13. BE POSITIVE. You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. Give people the benefit of the doubt. Your attitude is contagious. Spread optimism and positive energy!

  14. PAY ATTENTION TO THE DETAILS. Missing just one detail can have an enormous impact. Be a fanatic about accuracy and precision. The goal is to get things right, not simply to get them done. Double-check your work.

  15. CREATE A GREAT IMPRESSION. Every communication, whether it’s face-to-face, a phone call, e-mail, letter, or even a voicemail, makes an impression. Pay attention to every interaction to make sure that you’re displaying a tone of friendliness, warmth, helpfulness, and professionalism. Be friendly, but not overly familiar.

  16. DO WHAT’S BEST FOR THE CLIENT. In all situations, do what’s best for the client, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.

  17. BE RELENTLESS ABOUT IMPROVEMENT. Regularly reevaluate every aspect of your job to find ways to improve. Don’t be satisfied with the status quo. "Because we’ve always done it that way" is not a reason. Guard against complacency. Find ways to get things done better, faster, and more efficiently.

  18. COLLABORATE. Collaboration generates better ideas than working alone. Be inclusive of your teammates and open to different perspectives that may challenge your way of thinking.

  19. "BRING IT" EVERY DAY. Have a passion for what we do and be fully engaged. Make the most of each day by approaching every task with energy, focus, purpose, and enthusiasm. Work with a sense of urgency to get things done.

  20. MAKE HEALTHY CHOICES. Take care of yourself at home and at the office. Eat well, exercise, and get adequate sleep. Support each other in making healthy choices. The healthier you are, the more you’ll thrive personally and professionally.

  21. SHOW MEANINGFUL APPRECIATION. Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.

  22. FIX THE PROBLEM - NOT THE BLAME. Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.

  23. ASSUME POSITIVE INTENT. Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.

  24. EMBRACE CHANGE. What got us here is not always the same as what will take us to the next level. Be inspired by the opportunities that change brings, rather than stubbornly holding onto the old way of doing things.

  25. KEEP THINGS FUN. While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.

  26. CONTRIBUTE TO THE COMMUNITY. We’re fortunate to be a local bank. We live, work, and play in the same communities as our clients. Be an active part of your community, and contribute your time, effort, and where appropriate, your resources, to make your community better. Make a difference.