Senior Management Profile
Bruce Oswald joined Manasquan Bank in January 2015 as its first Senior Vice President, Chief Retail Officer. His title could just as easily be Chief Change Officer.
“Bank customer interactions have changed dramatically, over the past decade,” says the 35-year veteran of retail banking. “We’re improving our technology, branches and staff to better serve those needs.”
Oswald’s first change was to instill a retail mentality. “When a customer comes in, calls or logs on, they want answers. So we’ve instituted a standardized training program where tellers become Universal Bankers. They’re now able to do far more than cash a check,” he says.
Teller pods will be installed in the new branches under construction in Ocean and Howell. They are also part of the plans for the Manasquan and Brick branches that are scheduled for renovation in 2016. “The pods will be staffed with Universal Bankers who can assist customers with any transaction they might need from making a deposit, opening a new account to taking a loan application,” says Oswald.
Smart ATMs are also being installed in Ocean and Howell, which mean more transactions can be handled, including cash deposits and printed copies of deposited checks. “It gives our customers the option of 24 hour banking at our branches or online” Oswald explains, adding that Manasquan Bank is also implementing Apple Pay, TransferNow and many more options to their mobile and electronic banking platforms.
Despite all the electronic advancements Manasquan Bank is making, Oswald notes that the core of the banks service platform will always be their branches. “Employee engagement and providing Quality customer service are just two very important core values of ours,” he says. We are adding a second branch in Howell to better serve that community and adding a new branch in Ocean to extend our service in Monmouth County.”
He also instituted a personal customer profile form. It’s intended to deepen the relationship with our customers. “It means that any of our Universal Bankers will be aware of our customers’ needs and are able to help them. There are no strangers at Manasquan Bank.”
Oswald is also a strong proponent of community service. “I love volunteering at the FoodBank of Monmouth and Ocean Counties and many Manasquan Bank employees also volunteer for Habitat for Humanity. These are just two of Manasquan Bank’s major charities,” he says. Oswald, a real lover of the arts is also heavily involved in the bank’s support of the Algonquin Arts Theatre. He also serves as Treasurer for the Trenton Public Education Foundation and on the board for The Old Barracks Museum in Trenton.