Carlene Clarke (second right), Head of Customer Experience and Service Recovery at JN Bank, greets Shernette Hayles, JN Bank member, during National Customer Service Week activities held at the institution’s chief offices in Half-Way-Tree last year. Also pictured is Rashell McLeary, Workplace Banking Officer, JN Bank.
JN Bank is again being praised for its high-level of customer service and strong relationship with its members, following a recent assessment by the Lloyd’s Register Group, based in the United Kingdom.
The auditors announced that the bank has successfully retained its ISO 9001: 2015 quality management standards, following a five-day assessment of processes across the JN Bank network, recently.
This was JN Bank’s first surveillance assessment, since it was recertified for another three years by the UK auditors last year.
The institution remains the only local commercial bank in Jamaica that is ISO-certified.
Speaking at the closing meeting, at JN Bank’s chief office in Half-Way-Tree, St Andrew recently, ISO Auditor Niklas Holmgren, noted that one of JN Bank’s greatest assets is its people-centric approach, which is focused on empowering Jamaicans to achieve financial growth.
“The history of your organisation and the care you have for your members are assets. Please hold on to them,” he said.
Mr Holmgren, and his colleague Carlos Araya, were addressing the bank’s leadership, including Managing Director Curtis Martin and Head of Customer Experience and Service Recovery, Carlene Clarke.
Mr Araya added that there were several significant improvements seen over the last few audits. Among the improvements, he noted was the bank’s infrastructure, particularly in the branches and MoneyShops, which have undergone upgrades to provide additional features and convenience for customers.
JN Bank has commenced its branch 3.0 project, which will result in several enhancements at the financial institution’s Half-Way-Tree branch, Kingston 10.
The institution has also implemented several major changes in its branches and MoneyShops across the country, including Linstead and Port Maria.
Mrs Clarke noted that JN has always focused on aligning its policies, processes and systems to optimise the satisfaction of its members and customers.
“As a bank, we maintain that focus; and having embraced the quality management standards of the ISO 9001 certification, we continue to improve our business to enhance customer experience and ensure that we always meet their needs,” she said.
ISO Certification ensures that JN Bank operates its business in a manner which is consistent with international best practices; and promotes the maintenance of a management style that engenders organisational excellence.