Tell us about these 31 years at ATB. How did you get started?

I was at the University of Calgary and needed a part-time job… So I started as a part-time teller down in Calgary and never left.

It evolved over the years. ATB has always had opportunities when I’ve been looking for something different. Any time I wanted to change, try something new, or expand my skills, there were always opportunities for me within ATB.

What does client obsession look like for you?

Client obsession is about being the person for your client. When clients have a problem, when they need advice, when they’re just not sure where to go, they pick up the phone and the first person they think to call is me.

ATB’s philosophy and culture is, “we’re not just here to sell you the one product that you walked in the door for. We’re here to understand what it is that you need, that’s going to help you move forward.”

What does it mean for the client when you show up in a way that’s client obsessed?

Clients feel that we genuinely care about what they need. In my role, it’s about understanding what’s important in their lives – what they want to accomplish.

It’s about not just having the conversation at the beginning, but having it consistently, because what they want to accomplish might change over the years. Everyone’s needs are different. We all have different backgrounds and perspectives. No two people are the same.

My parents immigrated from Holland, so I’m a first generation Canadian. I’m the youngest of six kids and my dad worked very, very hard as they moved to Canada. One of the things my dad told me was that no one is better or worse than you. We’re all the same. We just live different lives. That really stuck with me.

With clients it’s about being curious about who they are and what their story is. If you view every client like that, you learn amazing things. If you create space for somebody to share, people often have incredible things to say. I’ve had clients tell me things that they haven’t told their own families, that’s how comfortable they feel. It’s all part of their story.

What is "possibility"? How are you delivering possibility to your clients?

I think about some of the interactions that I’ve had with clients where they’ve come into the conversation thinking they only had one choice. My role as financial advisor is to be that outside person looking in at what their options are. They come in to buy [a product] and they walk away with so much more.

What does it mean for you to come to work as your whole self?

It’s part of our culture to come to work and be authentic. Over time, you get to know yourself.

I live in a small rural community – these are my people. And that’s why we live here: because this is authentically who I am. And that goes across the board. If you’re in a city or if you live an alternative lifestyle, you’re accepted here. We want to learn about our colleagues and how they’re different from us. It goes back to the family feeling – we have spaces where it’s safe to learn about other people. And not only that, but to be ourselves.