Welcome, we are excited to present ConnectOne’s FIRST culture guide. Culture is the DNA of a company. It defines the values and beliefs that are unique to an organization while laying the groundwork for further development. There is no doubt that our entrepreneurial and client first culture here at ConnectOne is the driving force behind our success and allows us to deliver AMAZING results. While our culture is at the root of our organization, it lives through each of us. It is our connection to our Clients, Communities, Shareholders and each other. It is what we believe in, and it is what we are building at ConnectOne everyday. You are a representation of ConnectOne and the responsibility to maintain our culture lies with all of you. Our Core Values, formalized by your peers, are intended to serve as guideposts to aid in your success and allows us to work in alignment. Our Core Values: Client First Sense of Urgency We Connect Make an Impact Forward Thinking Interestingly, our Core Values have not changed since the inception of the bank in 2005. However, our tremendous growth resulted in the need to ensure every CNOB employee understands these Core Values, thus our culture. To continue growing, we must have a TEAM of dedicated, hardworking employees who want to thrive in a fast paced organization devoted to delivering an AMAZING experience to our clients each and every time. Embodying the company’s culture is believing in oneself and believing that our continued success depends on all of you delivering our Core Values everyday. This Culture Guide defines our Core Values and provides information on our history and mission while providing guidance on how you can live these values as we continue to build “a better place to be.”
“Amazing isn’t something tangible, but rather a process that each one of you contribute to. It is a series of continuously moving parts that work in synchronicity to produce incredible results. Each one of you makes a direct impact on the fabric of our company and when we work together we function like a well-oiled machine.” - Frank Sorrentino III
CONTENTS MISSION STATEMENT 01 CORE VALUES 05 ABOUT US 09 BOARD OF DIRECTORS 13 VISION & STRATEGY 17 A.M.A.Z.I.N.G. 23 LEARNING LIBRARY 31
MISSION STATEMENT ConnectOne Bank is built on a history of connecting to our clients’ needs. We understand that “little things matter” and focus on those details when providing creative financial products and customized solutions to help our clients achieve financial prosperity.
ConnectOne means we value the connections we have with our partners. Our ultimate goal is to create life-long partnerships with our clients by making sure that each day ConnectOne Bank focuses on a singular objective to be “a better place to be”.
OUR OBJECTIVES OUR CLIENTS OUR COMMUNITIES OUR EMPLOYEES OUR SHAREHOLDERS
OUR COMMUNITIES To establish retail centers in communities that have a need for true community banking To be a leading corporate citizen by providing programs specifically established to address the needs of the individual communities in which we operate To create a true partnership with the people of the NJ/NY metro area and to play a role in solving some of their most critical community issues
OUR CLIENTS To provide the highest level of individualized client service To protect client assets To create innovative products designed for the needs of the communities we serve To find creative and customized solutions that address the individual financial needs and opportunities of each of our clients
OUR SHAREHOLDERS To create a bank that gives them pride in their investment To always operate with the highest level of ethics, corporate governance and transparency To develop and execute strategies designed to create strong growth and profitability
OUR EMPLOYEES To be an employer of choice by creating a work environment that fosters excellence, innovation, creativity and professional growth To challenge our employees to be the best they can be To give our employees the tools and training they need to help them fulfill their critical service mandate
CLIENT FIRST Respect and value the blue chair Little things matter Always start with a YES Protect client assets
SENSE OF URGENCY Move fast, get things done Ignite passion to action Be accessible & responsive Make it happen
WE CONNECT With clients, employees, shareholders, & the community
We are committed to each other’s success We are where you need us to be Together we’re better
MAKE AN IMPACT Own it! Add value! Leave everything better than you found it Deliver an amazingly memorable experience Perform beyond your comfort zone
We anticipate We ask, “what’s next?” We plan for “what if!”
FEBRUARY 2013 Rebranded to ConnectOne Bank
OCTOBER 2009 Reached $500 million in assets
Founded as North Jersey Community Bank by Frank Sorrentino III, local businesses and civic leaders
FEBRUARY 2013 Completed successful IPO
OCTOBER 2006 Achieved first profitable month
JUNE 2015 Opened New York City Branch
MARCH 2014 Opened Newark Branch, the first no-teller bank of the company
JULY 2015 Launched ConnectOne University
JULY 2014 JUNE 2013
Merged with Union Center National Bank. Assets $3.1 Billion
Reached $1 billion in assets
BOARD OF DIRECTORS
Frank Sorrentino III
Chairman of the Board
Founder & CEO: ConnectOne Bank
Lead Independent Director
President and CEO: Boswell Engineering Founding Organizer: ConnectOne Bank
Frank Baier | Director
EVP & CFO: Continental Grain Company Former CFO: ConnectOne Bank Former EVP and CFO: Independence Community Bank Corp.
Fredrick S. Fish | Director Managing Member & Co-Founder: Treeco Centers
Alexander Bol | Director
President & CEO: Bol Architcture
Nicholas Minoia | Director Managing Partner: Diversified Realty Advisors
Frank Huttle III | Director
Mayor: Borough of Englewood, NJ EVP and General Counsel to Hudson Media, Inc. Founding Organizer: ConnectOne Bank
Michael Kempner | Director President and CEO: MWW Group, Inc. Founding Organizer: ConnectOne Bank
Joseph Parisi, Jr. | Director
Mayor: Borough of Englewood Cliffs, NJ President and CEO: Otterstedt Insurance Agency Founding Organizer: ConnectOne Bank
William Thompson | Director General Manager: Uniselect, USA
Harold Schecter | Director
Raymond J. Vanaria | Director Managing Director: Malesardi Quackenbusch, Swift & Company, Inc.
VISION & STRATEGY
At ConnectOne Bank, we seek to create a strong corporate culture, which in turn creates a growth-oriented mindset. This environment results in success within our clients, our communities, our employees and our shareholders.
WE DO THIS BY: BEING ”A BETTER PLACE TO BE” PROVIDING A UNIQUE CLIENT EXPERIENCE INSTILLING A SENSE OF URGENCY BELONGING TO A CONNECTED TEAM CREATING AN IMPACTFUL EXPERIENCE EMBRACING A CULTURE OF FORWARD THINKING
BEING “A BETTER PLACE TO BE”
Protecting bank and client assets is a top priority Offering high-quality, personal service vs. out-of-market competitors and minimizing turnover Maintaining solid asset quality through strong credit culture Utilizing our exceptional market area to grow a high-quality, loyal client base Operating with a sense of urgency culture that differentiates us from our competitors
Planning and investing in scalable infrastructure for the “future of banking”
INSTILLING A SENSE OF URGENCY Quickly executing in the underwriting and closing processes Answering clientsâ€™ concerns quickly Owning responsibility to the client
BELONGING TO A CONNECTED TEAM Refusing to have silos -- everyone works for the Company Maintaining the self-fulfilling prophecy that employees want to be at a place that has a reputation for growth
PROVIDING A UNIQUE CLIENT EXPERIENCE Universal banking team Company model based on building relationships Clients, not customers We are where clients need us to be
At ConnectOne Bank, we strive to be amazing, with a focus on building relationships and creating amazing experiences. In hopes of doing so, a group of us created an acronym for how we interact with our clients.
A M A Z I N G
ALWAYS DO WHAT IS NEEDED TO PROTECT CLIENT ASSETS MAKE EACH CLIENT FEEL SPECIAL BY KEEPING PROMISES ACKNOWLEDGE EACH CLIENT WITH AN AMAZING GREETING ZERO IN ON CLIENT NEEDS IMPACT THE CLIENT’S MOOD AND INVEST IN THE CLIENT NEVER SAY NO ON YOUR OWN; IT TAKES TWO GO THE EXTRA MILE; ALWAYS OVER-DELIVER
WAYS TO AMAZE PRINCIPLES INTERACTIONS EXPERIENCES PHONE CALLS EMAILS EMPLOYEES
Employee since March 1996
Having worked for many years in various areas of banking and for several banks, I’ve found a “refreshing” return
Remember that you are an extension of the Bank Be mindful of how you present yourself
to banking the old-fashioned way; that being doing your best to service your clients
IT TAKES TWO TO SAY NO
When saying no, please check with a manager Always offer an alternative option Bump it up
PROTECT THE BRAND
Always use CNOB pens Place pen holder and mint jar on desk with logo facing the client Follow the Brand Guidelines Adhere to the dress code
Always respond to a message within 24 hours of receiving it or before you leave for the day (whichever comes sooner)
EMPOWER YOUR STAFF
Create Leaders in the organization Encourage decision making Take (acceptable) risks/innovate
BE IN THE MOMENT
The client should have your full attention Listen for clues that help you tap into your client’s emotional needs
SECURITY IS PRIORITY
If you see something, say something Doing nothing is not an option
and experiencing a true team concept. For the first time in a long time, I look forward to coming to work. I care again.
AMAZING INTERACTIONS WHEN A CLIENT ENTERS Never say “next” At a teller station: Acknowledge immediately with a greeting, using name if known At a desk: Smile, stand up, come around the desk, introduce yourself and ask for the client’s name Ask, “How may I help you?” Extend your hand to the customer and give a firm handshake Pull out the chair and ask them to please have a seat Offer coffee, tea, hot chocolate and/or water
DURING A CONVERSATION Find out the client’s name and use it at least twice Gather the client’s e-mail address Suggest that the client follows CNOB on Facebook and Twitter
KRISTEN PATTERSON Employee since July 2011
ConnectOne Bank is “a better place to be” because ConnectOne Bank cares. This is a true team environment where we cheer each other on and celebrate the successes of others! From the
Educate the client about the following services: Instant Issue Debit Card Online Banking Direct Deposit E-Statement Mobile banking
CLOSING “(Client name), is there anything else I may help you with today?” “Thank you for ‘connecting’ with us.” and “Have a great day.”
Executive Level to the Retail Level, we are made to feel appreciated and noticed, and there is just no better feeling than that.
Employee since September 2005
AMAZING EXPERIENCE IT‘S A TEAM EFFORT
I love that all levels of the Bank work together for a quick resolution to satisfy our customer base. Everyone wants the same goal.
LEAVE THEM WANTING MORE ALWAYS BE ENGAGING MAKE IT MEMORABLE
AMAZING PHONE CALLS Always answer within 3 rings
GREETING “Thank you for calling ConnectOne Bank, where it’s a better place to be. (Employee name) speaking, how may I help you?
CONVERSING Ask for the client’s name and use his or her name at least 2x
TRANSFERRING Always perform a warm transfer We care, so never leave the clients hanging.
CLOSING “Is there anything else I may help you with today, (client’s name)?” “Thank you for ‘connecting’ with us.”
AMAZING EMAILS INTERNAL CONVERSATIONS -Review for spelling and grammar -Be mindful emails can be forwarded -Do not disclose personal informationm -Know your audience -Keep it simple and professional -Follow-up and follow-though are key
OUT OF OFFICE NOTICE Utilize the following format: â€œIf you need immediate assistance, please contact <name of employee who is covering you> at <Phone number with extension> or <email address>. Otherwise, I will respond to your message when I return. Thank you.â€?
MARK CARDONE Employee since August 2001
ConnectOne Bank is a better place to be, one, for its clients because they are ensured of having access to a Senior and Executive management team that truly wants to provide the best possible financial solutions and guidance to them and secondly, for its employees in that the Bank provides a venue in which each of us can reach our greatest professional potential as we are afforded the freedom and support by Executive management to do so.
AMAZING EMPLOYEES We are always looking for amazing stories about how you or your co-workers are doing amazing things for clients or each other Please share them with us at firstname.lastname@example.org
LAURA MARCAZO Employee since April 2012
ConnectOne Bank is a better place to be because my
SEEKING TO AMAZE YOU Team building events Free snacks and drinks provided in Englewood Cliffs & Union Corporate Potlucks, Ice Cream & Hot Dog Days are just some of the various food days Employee appreciation days Halloween contests & other themed dress up days for charity and sporting events Chances to participate in fun events and contests to win prizes, such as Habitat for Humanity, ice sculpting, corn mazes, after-hour happy hours, and team dinners and lunches Cash in on your ideas Is there anything that you think can be improved or streamlined? Make a suggestion and offer a solution using the form that can be found on the Connection Center. If we implement your suggestion, you will be awarded $$$
EMPLOYEE REFERRALS We value your opinions which is why we will give you $1,000 for a non-officer referral and $2,000 for an officer referral.
customers are more than just customers, theyâ€™re friends. I genuinely enjoy interacting with our customers. They see that I care and I know they care too.
No one means more to us than you, which is why we’ve started ConnectOne University, which opened its doors in May 2015. Investing in our people is a top priority. After all, you are part of the team that “makes an impact” by creating lasting relationships with our clients
WAYS TO STAY CONNECTED facebook.com/ConnectOneBank @ConnectOneBank @connectonebank email@example.com ANTONIO DEI MEDICI Employee since September 2014
The definition of better is “of
superior quality or excellence”. I feel that is as viable a reason as any to
feel empowered about where I work everyday. This company allows you to be yourself and develop into who you will become in the future.
Bottlenecking Being afraid to take the risk when making decisions Neglecting one’s appearance (remember, you represent our corporate identity) Thinking that Frank is the most important person in the organization
Own your career path. Everyone here is a leader and we empower our employees to manage their own career path. Our senior management team has suggested a few books to supplement your career growth.
The New Gold Standard
By: Joseph A. Michelli “When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company’s extraordinary success are revealed.”
Good to Great By: Jim Collins
“Built to Last, the defining management study of the nineties, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the very beginning. But what about the company that is not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness?”
Start With Why
By: Simon Sinek In studying the leaders who’ve had the greatest influence in the world, Simon Sinek discovered that they all think, act, and communicate in the exact same way-and it’s the complete opposite of what everyone else does. People like Martin Luther King Jr., Steve Jobs, and the Wright Brothers might have little in common, but they all started with why. Drawing on a wide range of real-life stories, Sinek weaves together a clear vision of what it truly takes to lead and inspire.
Thinking, Fast and Slow
By: Daniel Kahneman
“Engaging the reader in a lively conversation about how we think, Kahneman reveals where we can and cannot trust our intuitions and how we can tap into the benefits of slow thinking. He offers practical and enlightening insights into how choices are made in both our business and our personal lives--and how we can use different techniques to guard against the mental glitches that often get us into trouble.”
The Go Giver
By: Bob Burg & John David Mann “The Go-Giver tells the story of an ambitious young man named Joe who yearns for success. Joe is a true go-getter, though sometimes he feels as if the harder and faster he works, the further away his goals seem to be. And so one day, desperate to land a key sale at the end of a bad quarter, he seeks advice from the enigmatic Pindar, a legendary consultant referred to by his many devotees simply as the Chairman.”
In Search of Excellence By: Tom Peters & Robert Waterman
“Based on a study of forty-three of America’s best-run companies from a diverse array of business sectors, In Search of Excellence describes eight basic principles of management -- action-stimulating, people-oriented, profitmaximizing practices -- that made these organizations successful.”
Any book by Malcolm Gladwell Outliers: The Story of Success Blink: The Power of Thinking Without Thinking The Tipping Point: How Little Things Can Make a Big Difference David and Goliath What the Dog Saw and Other Adventures