Third Federal Savings And Loan CEO Places The Customer First. Mention your organization tradition and exactly why an attitude that is customer-centric very important in banking.

Marc A. Stefanski, ceo, president and president of Cleveland-based Third Federal Savings and Loan, is marking three years when you look at the CEO’s seat this current year, which can be no tiny feat within the banking globe.

Since becoming president and CEO of this cost cost cost savings and loan 1987, Stefanski has overseen Third Federal’s growth that is continual the most notable mortgage loan provider in Ohio, along with its growth into the Florida market. Under Mr. Stefanski’s tenure as CEO, Third Federal has maintained and enhanced its distribution and solution of cost savings and home loan items, like the introduction regarding the Web as being a distribution channel for home loans, with on line now serving because the biggest supply of applications for the business.

Leader sat straight straight down with Stefanski to generally share their three decades as CEO, what’s next for the cost cost savings and loan industry and exactly why it is very important to deal with workers with respect also to constantly place the client first.

Q: speak about your organization culture and just why an attitude that is customer-centric so essential in banking.

A: We put our customers first and away strategy 2nd. Therefore, whenever we’re making decisions, it is all predicated on customers and customer care first, together with strategy falls into destination from then on. We base our tradition on a value system, and our values are love, trust, commitment to quality, dealing with the other person with respect and having a good time.

We actually artwork products predicated on those values, so we also review the individuals that work for us—our associates—based on the way they indicate those values with the other person in the office along with customers. So we don’t have product product sales quotas, with no one is on payment.

Q: Why can you believe women make such great leaders in the banking room?

A: First of most, 80 % of our associates are females, therefore we depend very on women in our organization. This times in the past to 1938 whenever my father and mother began Third Federal. They certainly were an united group not merely in wedding, however they had been a team running a business additionally. She was intimately involved in the business, too when I was growing up, my mom was not only raising five children, but. We saw that through the day I became created. Having females perform a crucial role in operation is certainly not a novelty for me personally, it is maybe not uncomfortable, it is greatly an all-natural thing. In reality, out from the six direct reports that i’ve four are women, all in key roles at Third Federal.

“I think if you learn a niche with a particular service or product, you can easily outperform your big bank rivals.”

Q: What does the long term hold when it comes to savings and loan industry?

A: Here aren’t way too many cost savings and loans kept, many have actually transformed into banking institutions or bank charters in addition they offer a diverse manufacturer product line. Our manufacturer product line is simple: We simply simply just take cost savings through the community and provide it back away in to the community with regards to of single-family, owner-occupied houses. We do second mortgages, too, but our enterprize model is very simple.

It’s a traditional model, however it is apparently working we have now expanded to 23 states via the internet and direct mail for us, and. It is simple to expand without brick-and-mortar to deliver products and services throughout the country today. You have even an opportunity to get yourself a credit that is bad company loan for the restaurant.

The net will probably continue being a secured item within the banking industry, as a whole, but cybersecurity is incredibly important—that’s our no. 1 concern, protecting our clients in that respect.

It had previously been which you knew whom the competition were—they had been all neighborhood, you knew where branch areas had been, you knew who was simply regarding the loan committees as soon as they met—it was a rather tiny, extremely community-based company. You don’t have that anymore. Every one of the banks are nationwide or local, and that is our competition. We’re not small—we’re an almost $15 billion organization—but that is small when comparing to a few of the huge companies out here. And so the challenge would be to outperform those companies.

Q: Thirty years as CEO into the banking globe is an extremely tenure that is long. What’s your key to success?

A: we think if you learn a niche with a particular service or product, you are able to outperform your big bank rivals. They feature a smorgasbord of every thing, but discovering that competitive niche where you are able to outperform a superregional, national or worldwide bank we think is key.

That’s what we’ve done at Third Federal: we now have a distinct segment in home financing and we also feel that people do so a lot better than someone else, we cost much better than other people, we can turn more than a loan faster than other people. You should be in a position to perform a lot better than other people if you’re likely to be in a specific manufacturer product line or solution.

And, needless to say, employing the people that are right treating them well. You’re going to be able to leverage that human capital and do a much better job than some of the other companies out there that may not treat their people as well if you have good people that are dedicated and loyal.