Banking on It - February 2007

Washington Mutual

Innovative Programs Key to Success

by Susan M. Botich

From Washington Mutual’s incorporation in 1889 to today, the company has consistently utilized cutting-edge technologies, as well as developing its own unique style of customer service that is family-friendly while also efficient.

With its new retail service style of banking, Washington Mutual has initiated an entirely new kind of customer banking relationship. This new style of banking, called the Occasio Program, is now available at all new Washington Mutual branches.

Customer-friendly

“Nevada is the birthplace of our Occasio Program,” said Patrick Thomas, area manager for Nevada. “With the Occasio Program, each of our branches has a concierge to greet customers when they enter and direct them to the appropriate teller who can serve their needs.”

Customers won’t stand in a teller line waiting their turn at the teller window, according to Thomas. Occasio branches offer teller towers instead. These are designed for easier interaction between customers and service representatives. Occasio branches also include a play area for the kids, complete with an activity table, books, hand-held video games and more, depending on the branch.

“When a new customer opens an account, the kids can play in the play area while the customer is being helped,” Thomas said.

Due to this friendly, family-supportive atmosphere at Washington Mutual, the company may seem to be a much smaller bank than it is. But Washington Mutual is competitive with Bank of America and Wells Fargo as well as Silver State Bank. The employees enjoy their friendly down-to-earth way of serving their customers.

“The company is called WaMu now,” Thomas said. “We even call ourselves WaMuians and you can call us that when you com into the bank. You can call us WaMuians when you come into the bank. We really like being WaMuians.”

From then to now

After a fire devastated many homes and businesses in the business district of Seattle, Wash. on June 6, 1889, a local group of investors decided to start up the Washington National Building Loan and Investment Association. On September 25, 1889, the new company filed articles of incorporation and began its services by offering a safe and profitable vehicle for investing and lending. That company evolved into Washington Mutual, then WaMu. It has kept its focus on forefront services ever since.

“In 1923, our school savings program was initiated,” Thomas said. “In 1974, we joined the first shared ATM network. In 1994, we launched free personal checking. In 2001, we made a pledge to community involvement and began our Junior Achievement Program. In 2006, we revised our program to include free wire transfer service, an overdraft fee waive our gold debit card for point-of-sale purchases and free business checking.”

Community services

“We are involved with Junior Achievement within the classroom,” Thomas said. “WaMu has a school curriculum which teaches the basics regarding savings, credit, buying houses, budgeting, etc. Kids who’ve just graduated, and might need help in keeping proper checkbooks or balancing their accounts, find our mentoring very helpful to them when they need it.”

Competitive employee benefits

“Our success in recruiting and keeping qualified employees is a big focus for WaMu,” Thomas said. “We make sure that we’re competitive with other banks. We work with our managers and have a comprehensive employee development program.”

“Our branch network, world class service and our style of delivery is what differentiates us from other banks. We have 35 branches in Nevada right now, three home loan centers and three more branches coming online soon,” Thomas said. We’re excited to be here.”

Susan M. Botich
Susan M. Botich is a freelance writer based in Northern Nevada.