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Ask the Expert | Customer Service

Ask the Expert | Customer Service

June 07, 2024

In this month of "Ask the Expert", We are featuring Maria Horne, Assistant Branch Manager, Claremont Savings Bank. Maria and her team specialize in customer service, and strive to provide each customer with the care and experience that they deserve. 

How did you start?

I started in Uganda where I worked at a consultancy firm. I then launched my own business importing and selling wine from South Africa to East Africa. When I came to the US, I did a couple of odd jobs before joining Claremont Savings Bank as a teller. CSB gave me the opportunity to grow my passion for finance and banking. I developed a deep appreciation for hard work, client service and team building.

When should a customer reach out to you?

I encourage customers and clients to reach out when they would like to build a relationship and grow with us. 

The success of our department depends on fostering a healthy relationship with others. We regularly reach out to other departments and share knowledge and information as needed to provide solutions that work for the customer.

What is a common misconception in your field?

Leadership is easy and Managing is a waste of time: This is far from the truth. Leadership takes humility, empathy, and mental acuity. It requires possessing the ability to guide others towards embracing your vision. Managing is important because it keeps the wheels turning towards a finish line and a common end goal.

What is the best advice you would give to someone? 

Master the phrase It is Complete. It is important to set an end date to projects you start, and to know when to close a chapter. Finishing does not mean the project is perfect, it means you are content with the effort you have put into a project and that you are ready for the next challenge. Accepting that a project is complete creates the room for others to appreciate your work, and opens the door for your success.

What is a fun fact about you?

I love to write. I also love to travel. I keep a globe in my office to remind me of all the places I have travelled to and plan to travel.

What is your greatest success story?

It is still being written.

Maria Horne is not affiliated with Claremont Financial Services or LPL Financial Services.