Our Client Partnership

The last financial year thrust the world into unprecedented times - a global pandemic. We are deeply grateful for our clients, and for the continued partnership, in the midst of some of the most difficult times we have seen worldwide. With the onset of the pandemic, and unique challenges the Covid-19 brought with it, our goal at the JMMB Group was still laser focused on ensuring we supported and continued to partner with our clients within their financial life cycles, making our differentiators come alive in our conversations and discovering the needs and working through solutions, given our clients’ unique circumstances. It was important for us to put specific focus on tracking and managing the impact of the pandemic on our existing client base, and proposing solutions that clearly showed we were in our clients’ world and anticipating their needs.

We enhanced our Client Contact Strategy as our main aim was to proactively communicate with clients to find out about their overall well-being and assess how we may support their financial journey, given the effects of the pandemic. We proactively made adjustments to their portfolios, granted loan moratoriums when required, consolidated loans and encouraged client migration to digital channels of Moneyline and ATM (our new Group Visa Debit Card) for more convenience and accessibility. We were pushed to reinvent ourselves, adapt and seek creative ways to engage our clients while maintaining our client partnership standards of exceptional client care. This challenge presented us with the opportunity to adapt some of our strategy to the virtual or digital sphere, where we focused our communication efforts through our digital ecosystem. In JMMB Jamaica (JA), this gave birth to our online Investor Webinars on YouTube, where we sought to interact even more with our clients, creating a space for us to learn, grow and empower each other to make the best choices, while increasing financial education and awareness.

In April 2020 JMMB Trinidad & Tobago (TT) officially relaunched “The Right Partner Makes all the Difference” across all entities - Bank, Investments and Express Finance. We focused on reassuring clients that JMMB Group was in fact the right partner to help them to navigate the financial challenges associated with Covid-19, by providing them with tailor-made financial solutions. JMMB Dominican Republic (DR) launched a new service channel through video calls to continue supporting the financial well-being of clients. Our clients and prospects can schedule their appointment via Zoom or WhatsApp to speak with our financial advisors at the most convenient time for them at no additional cost.

Training in JMMB’s Client Partnership culture continued across the Group, where we pivoted and started virtual training with smaller groups of team members. This created a more intimate space for learning and embedding key principles and take-aways around how we wanted to continue to serve our clients as a special part of our JMMB family. With our commitment to client care and in keeping with our Vision of Love, we continue to design, monitor and measure our client experiences across the Group. Using international benchmarks for financial services, we have continued to show percentages of client satisfaction and loyalty above what is set internationally. Our Net Promoter scores for clients who would continue to recommend us to friends and family are 69% and 62% for JA and DR respectively. Some of our core strengths from our most recent Client Satisfaction and Engagement Survey include partnership, being solution-oriented, financial planning and advice, and follow-up.

Some of our client testimonials are a true testimony of our core strengths:

‘It is an unparalleled delight to express how grateful I am to have Jonacé as my account manager. Account Manager in this case is only a title, because she brings far more to the table. Her authenticity, professionalism, acute attention to detail, sound financial advice and extremely warm and caring personality are just a few of her amazing attributes that make her remarkable. She goes way above and beyond the call of duty in my experience and I believe without a shadow of a doubt that she has my best financial interests at heart. Personally, Jonacé has made my experience at JMMB so seamless and pleasant that I happily brag about how awesome of a person she is and the little things that she does that really simplifies my financial life. If I had to choose one word to try and adequately describe her, it would be EXCELLENCE!

Tiffany Hamilton Tucker …I have written and detailed to express my delight at the great service and compassion I experienced at your office. I have since told so many persons about my experience and I am so glad that you have persons in your organisation who are not inflexible, but know how to use their initiative and show compassion. I sincerely believe that the management of the organisation has a lot to do with this outcome and so I want to commend you and your staff wholeheartedly for a job well done and for making your customers feel cared about.’

Angelia Johnson

Looking ahead to the upcoming financial year, we continue to seek to be innovative and creative in delighting our clients, while having their best interest at heart throughout this ongoing pandemic. We will continue to remain steadfast in who we are, and standing for the success of all. When our clients win, JMMB wins, every time!