Rasmussen Prioritizes Customer Experience
Nicole Rasmussen, SVP-retail banker at First National Bank, is grateful for the opportunity to impact the financial lives of her clients. She and her team are committed to supporting their customers as much as possible. They implemented a plan to create the highest level of customer satisfaction based in their bank’s core values: intentional, expected and repeatable. This care for customers is reflected in one of her favorite quotes, “Building a good customer experience does not happen by accident. It happens by design.”
Rasmussen advises newcomers to the banking industry to be strategic and to strive to understand the big picture. She encourages them to never stop learning and to look for ways to improve the processes in place. She added, “When you are focused on understanding “the why” and seeing the big picture, it’s so much easier to contribute to the success of the organization’s strategic goals.”
When looking back on your banking career, what achievement are you most proud of and why?
I think I am most proud of the opportunity to work with my team to build a customer service experience that is rooted in our bank’s core values: intentional, expected and repeatable. It’s very rewarding to see the commitment our team has for taking care of our customers at the highest level.
What piece of advice would you give to your past self or to anyone considering a career in banking?
Strive to understand the big picture and be strategic. Never stop learning and always be looking for ways to improve processes. When you are focused on understanding “the why” and seeing the big picture, it’s so much easier to contribute to the success of the organization’s strategic goals.
What is your best elevator pitch for why banking is a great career?
Community banking gives you the opportunity to make a difference in the financial lives of your clients. It’s been meaningful to me throughout my career to know that the decisions I make at the bank contribute to the financial well-being of our community and are impactful. In my experience, it’s also a great career to effectively balance work and family.
How does getting involved with the Iowa Bankers Association help you and your bank?
Being involved with the IBA provides a great opportunity to network and learn how other bankers in similar roles are addressing similar situations. I have also appreciated the regulatory insight by being involved with the Leaders in Advocacy Program. The IBA team is such a wonderful resource for helping banks adapt to regulatory changes.
When you’re not at work, what do you like to do most?
My husband and I enjoy biking, running, kayaking and attending live music events.
What is a quote or guiding principle you live by?
I have a couple quotes or statements that are important to me.
- “Do what you say you will do.”
- “Building a good customer experience does not happen by accident. It happens by design.” — Clare Muscutt, Founder of CMXperience
- “Do what’s right be for customer and the sales will follow.”