On client service
“From a client perspective, sometimes big isn’t beautiful. I don’t think we’re too big — we could merge and be quite happy, but the Canadian public isn’t ready for us. They look at us and say: ‘Oh, you’re too big already,’ and resent us.”
— Royal Bank account manager
On virtual banks
“They are a major competitive source. Clients go out and get a quote from ING and bring it back and expect us to beat it.”
—Bank of Montreal advisor
On public image
“The majority of people don’t know what we do, and all the services we offer. Credit unions need to be more proactive in advertising.”
—Credit union account manager
On compensation
“They are cutting back on bonuses, and making us pay for long-term disability.”
—CIBC account manager
On switching firms
“I would switch if I were being treated unfairly and not receiving enough
compensation.”
—National Bank advisor
On freedom
“We used to have flavour of the month-type specials; now we want to match the product to the client.”
—Scotiabank account manager