Independent Banker - April 2024 - 51

we know now that having the right culture helps us in the
business of change management. "
KEEPING CULTURE CHIMING
Julie Peterson Klein has been the EVP and chief culture
officer at $14 billion-asset Bell Bank in Fargo, N.D., since
2015. Before that, she was the community bank's human
resources manager for nearly 16 years.
" I naturally went over into my strengths, which are
culture and motivation, and inspiring people is a passion
of mine, " says Klein. " It evolved into the chief culture
officer role. "
Klein says she leads Bell's mission of " happy employees
and happy customers " and ensures the bank's 2,000
team members in 15 states are " living and following and
believing in " its values. Those consist of promoting a family
atmosphere, providing unequaled personal service and
" paying it forward " by giving back to the communities
it serves.
" Over the years, we've seen how powerful and amazing
culture can be, " Klein says. " We want to have a company
that employees can't wait to get to every day so that we
have happy, engaged employees, and then they will portray
that to our customers. "
Klein works toward that goal through a variety of
responsibilities, many of which involve a personal touch.
Every day, she calls or emails employees who are celebrating
a birthday or employment anniversary. She lends an ear to
Bell team members who have questions or concerns. Klein
and a team also travel to nearly every branch to hand out
15-pound turkeys to employees each November. " I believe
the little things matter most, " she says.
Klein also leads two major initiatives that reinforce
culture. The How Bell of You program, which she created
about 11 years ago, encourages employees to share stories
of team members going above and beyond at work. Bell
recognizes the do-gooders, gives them a gift card and
While not every community bank has
the resources for or interest in creating
a chief culture officer position, all banks
can incorporate some of the good
practices of those that do, such as:
* Including culture during onboarding
* Continuing discussions through
culture trainings
* Recognizing team members who
are embodying the culture through
their actions
It's also critical for everyone on
the executive team to be culture
champions, says Valerie Utsey, EVP and
chief people officer at ICBA. " When
culture works well, it's showing up
at the top first, and then others are
leading through example, " she says.
How leaders work with their teams,
set schedules and expectations, and
deliver performance derive from the
culture, she adds.
Banks can also use the power of
Bell Bank employees at the bank's
Bell Values Awards Nominee
Luncheon in October 2023
storytelling to their advantage. " I
believe you have to share a story to
get people to buy into the values, "
says Julie Peterson Klein, EVP and
chief culture officer at Bell Bank in
Fargo, N.D. " It isn't just saying, 'You
need to create a family atmosphere.'
No, we need to show how we're
creating a family atmosphere. "
She adds that community banks
seeking to strengthen culture don't
need to start with a perfect plan. " Start
slow and build, " Klein says. " You will be
surprised how contagious it can be. "
independentbanker.org // 51
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Independent Banker - April 2024

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