Trust & Integrity
Kevin Martin,
Branch Manager, West Chester, Oh.
From the beginning, Kevin Martin knew Scottrade was different from other places where he had worked.
"Everyone seemed to be very open. You can actually talk to anyone in St. Louis that you need to. Everyone is really friendly, eager to talk and willing to help. We're all a team," said Kevin, Branch Manager in West Chester, Oh..
Knowing he has co-workers who he can trust and that everyone at Scottrade is empowered to act with integrity helps Kevin and associates in other branch offices assist customers with whatever they need – answering questions, opening new accounts, depositing funds, or showing customers how to use Scottrade's trading tools.
"There have been numerous times where I needed paperwork processed or to get something done for a customer and all I have to do is call and someone is there to help – even if it's a special request," Kevin said. "I've called back office reps after hours and they are still there and are willing to do it. And the customer appreciates it greatly."
Once, a customer called just before closing time to say he was trying to drop off a check before the office closed but was stuck in traffic. He asked if Kevin would stay late until he arrived, about 20 to 30 minutes after the office was scheduled to close.
"I said, 'Sure, I'll wait for you.' He thanked me for staying. They appreciate that. And I would say it's quite ordinary for something like that to happen," Kevin said. "I don't mind doing something like that. I can see myself in their shoes and I would be very grateful for that, too. I like to treat people the way I would like to be treated."
