Steve Miller. VP, Client Services, will tell you he isn’t a man of few words, but his words are genuine when he talks about his career. Steve is retiring at the end of the year; he shares his thoughts, here.
What has been the most fulfilling part of your INB tenure?
The most fulfilling part of my INB tenure was the people I worked with. The Call Center connects with every department, so I was given the pleasure of meeting everyone in the bank. I do have to give a shout out to all of the people who collaborated with me, and the Call Center employees, especially our current staff. I have enjoyed working with every person who has been employed in the Call Center. They made my job easy.
I appreciate the trust I was given by our Senior Management team in the development of new programs to support the bank’s vision and mission statements. I especially enjoyed opening the Call Center, implementation of CRM software, and creating the Outreach program.
Considering your 40-year career, INB has only been a small part. When you look back at that career, what stands out most?
When I look back on my 40-year career, I think of my successes and all the fun experiences I have had.
My career would not have been as successful if I had not learned the importance of connecting and developing people and maintaining a growth mindset. I found early in my career, the more success those around me experienced, the more success I experienced.
I learned that “people can do nothing significant by themselves,” and “treat people as people,” which means everyone matters, counts, and deserves to be treated with respect.
But what stands out the most is my wife. Without Jane’s love and support I would not have been able to accomplish and enjoy the life we have had.
Was your career what you imagined it to be back in your college days?
Wow, give me a moment, I need to jump in my hot tub time machine. I know this much; I am grateful for all that I have and the people who have been a part of my life. At times, I have experienced déjà vu in that I would be somewhere and think, “I remember wondering when I was in my 20s, what would my 50- 60 something self be doing?”
I think my 20 to 24-year-old self would be happy with all that I have accomplished, including all those I have had the pleasure of working with, my family and friends, and the life I have lived. So, the answer is really no, my career has not turned out the way I thought it would, it turned out better than my college-self imagined it could be. I was lucky. I had lot of people in my corner, and it worked out.
How did your passion for sales and customer service evolve?
I enjoy people and was blessed with parents who taught the importance of seeing humanity in people. My mom and dad were both involved in customer-facing roles. I was lucky to work part time while in high school with my dad. He never forgot a name, and treated everyone like they were the most important person in the world. It was evident from their reactions; he made them feel special. My mom was a server. She always had a smile on her face, and connected with those she was waiting on. She was genuine.
In sports I had a passion for both coaching and playing. I wanted those who were on my team to understand we were in it together, win or lose. Providing exceptional service to customers is the same. You have to be passionate, enthusiastic, genuine, and be willing to see people as people. There can always be another story for why someone may do something, so do not take anything personally. I was committed and, most importantly, I tried to have fun.
Is there a moment of achievement from your professional life that you’re particularly proud of.
What I am especially proud of in my professional life is the letters I received from people who I had the pleasure of working with in my Dex career, and knowing I made a difference in their lives. The letters were overwhelming, and I appreciated the thanks they expressed for what we had accomplished together, and how much they learned from my leadership. I would be amiss, not to mention those at INB. I think over my 8.5 years, there wasn’t one person who I could say I didn’t enjoy working with. I met some people who will always be special to me.
We all know you’re very proud of your kids. What advice did you give them as they left for college and/or began looking at career choices?
The advice I gave my kids when they were off to college or needed career advice was do what will make you happy, keep an open mind, treat everyone respectfully, have fun, and don’t stay out too late. Last but not least, surround yourself with good people and make good choices.
You have a lot of energy. How do you plan to use it in retirement?
Possibly start a third career (LOL). I do know I am going to have fun, golf, see my kids and grandkids more, stay healthy/busy, possibly coach again, work on my house, and travel with Jane.