Melanie Pulscher works on the front lines with Great Southern Bank’s business customers.
As business services relationship manager, she acts as the primary contact for new business development, and it’s on her to help manage and grow the multimillion-dollar portfolios.
“I specialize in customer service, integrity and trust,” Pulscher says.
Though it’s a behind-the-scenes role, her work has a direct economic impact.
“Our customers are why I am here,” she says. “I save my customers time, money and worry.”
Pulscher started working at Great Southern 15 years ago as a corporate services officer. She moved into the role of business banking officer in 2012 and established 37 new lending relationships with the bank within a 20-month time frame.
She credits her strategy in serving customers: They rely on her for answers and direction.
“I work to find them the best solutions as well as the best pricing for their situation,” Pulscher says. “When they have an urgent need, I do what I can to make it happen.”
Pulscher says her availability is key.
“I do my best to be accessible to my customers when they need me, including after hours,” she notes. “My card lists my cell phone, and I reply to text if that’s best for the customer. I’ve had customers contact me with fraud situations or other emergency situations on the weekend.”
She’s able to keep cool in those tense moments, which translates well with customers. “Nothing makes me feel better than to be able to provide them some peace,” Pulscher says. “I think ahead, I’m detail oriented and innovative – always keeping in mind how things could affect the customer.”
While increasingly working in commercial real estate loans, she decided to earn her real estate license. She doesn’t use it to sell or list real estate but in order to better understand her customer’s needs.
It’s another testament to her work beyond the spotlight. She takes satisfaction knowing that work is making a difference.
“I work as an advocate for the customer on the back side,” she says. “Some of the things I do go unseen.”
Outside of the bank, Pulscher is active in Southwest Missouri Score, the nonprofit that provides free mentoring and education to small-business owners in the area. She recently organized a luncheon for Score volunteers.
Other volunteer work involves the Salvation Army, where she heads up Great Southern’s Salvation Army Bell Ringing Day as well as the annual Women’s Auxilary Geranium Sale.
After all, Pulscher is a women’s advocate. She also gives her time to Rosie, a networking and professional development group for women organized by the Springfield Area Chamber of Commerce’s young professionals group The Network and Missouri State University’s business incubator The eFactory.
Pulscher stands behind the belief that relationships are most important.
“One of my closely held ideals is that trust and integrity are important to all relationships, not just those of my customers, but my colleagues, family and friends,” she says.
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