Tips for Significantly Below Expectations statements:

• Identify reasons for low performance and specific behaviors that need improvement
• Reinforce positive behaviors
• Consider whether an action plan was active during the review period. The associate has likely since separated employment with the bank.
• Notify the HRC if using this rating. Work first with the upline manager to draft the narrative statement, and HRCs will cover guidance if needed to clearly and appropriately communicate standards and required improvements to the associate. 

Narrative example(s):

Rachel is friendly and enthusiastic when servicing clients. On 2 occasions, she made critical errors totaling a loss to the bank of $2000. Following the first instance, she was coached on the mistake and placed on an action plan on July 13th. The second event occurred on August 21st.

Tips for Failure to Meet Expectations statements:

• Identify reasons for low performance and specific behaviors that need improvement
• Reinforce positive behaviors
• Consider whether an action plan was active during the review period
• Notify the HRC if using this rating. Work first with the upline manager to draft the narrative statement, and HRCs will cover guidance if needed to clearly and appropriately communicate standards and required improvements to the associate.

Narrative example(s):

David’s efficiency in responding to client needs is much improved. His product knowledge is increasing, and his confidence is growing, resulting in his reliance on others less for answers. Alternatively, David has shown a tendency to speak rudely to clients that ask many questions. He received an OW in February after he received coaching. Taking time to build relationships with clients will help David anticipate client needs and reduce their questions.

Tips for Needs Improvement statements:

• Identify reasons for low performance
• Address specific areas needed for improvement and reinforce positive behaviors
• Consider whether an action plan was active during the review period
• Notify the HRC if using this rating. Work first with the upline manager to draft the narrative statement, and HRCs will cover guidance if needed to clearly and appropriately communicate standards and required improvements to the associates.

Narrative example(s):

• A focus on prioritizing tasks early in the day will help Jill eliminate distractions to meet project deadlines better. I recommend we touch base briefly each morning to set daily progress goals.
   
• When Jack is engaged in his work, he can be a very productive member of our team. Unfortunately, there is too often a time when Jack is late to work and not fully engaged until an hour into the workday. Over the next 3 months, I’d like Jack to focus on his attendance, be on time each day, and ready to work at 8:00 and be the active team member we require.
   
• Mia is friendly and responsive to clients, ensuring they fully understand transactions and decisions. However, her skill of building relationships with clients has not translated into interactions with coworkers. She tends to speak harshly to others who have differing ideas. I’d like Mia to shadow 2 coworkers this quarter to learn more about how they approach tasks to broaden her perspective of their work process.

Tips for Meets Expectations statements:

• Emphasize areas where the associate is succeeding
• Identify areas for development
• Find ways to motivate the associate to build new skills

Narrative example(s):

• Andre responds to client requests promptly. He can be counted upon to complete tasks conscientiously from start to finish, and he maintains good client service relations, even under stress. I’d like Andre to share his knowledge by taking an active role in onboarding new associates.
   
• Marshall shows a high level of team spirit. He readily cooperates with his team members to get the job done and actively builds relationships with internal clients.
   
• Talaya is friendly and is eager to lend a hand to others when needed. Her error rate is acceptable, and she completes work on time.

Tips for Exceeds Expectations statements:

• Emphasize areas where the associate is succeeding, including the value of their accomplishments
• Identify areas for development
• Find ways to motivate the associate to raise the bar

Narrative example(s):

• Natalie responds to client requests promptly. In responding, she explains processes and justifies responses. She researches information, if needed, before responding. In preparing tasks, events, and meetings, her planning is comprehensive and integrates back-up plans for when the unexpected happens. Natalie’s focus is always to maintain a high quality of service for our clients.
   
• Samuel exceeds sales expectations. He adapts to change quickly, maintains a positive attitude under pressure, and is highly detailed in his work. Samuel goes beyond the call of duty by seeking out and following up on additional responsibilities and frequently contributes to project team meetings.
   
• Medina exceeded sales goals by 25% in the 4th quarter. She actively engages clients in conversation and recognizes needs naturally.

Tips for Significantly Exceeds Expectations statements:

• Don’t gloss over specific accomplishments
• Identify critical areas that with some further development could result in significant gains
• Learn what differentiates the strong performer from others
• Challenge the associate to identify different or higher-level assignments

Narrative example(s):

• Bonnie consistently anticipates problems before they occur. She provides meaningful information to decision-makers that aids in project planning and implementation. She plans projects and carries them out ahead of schedule and under budget.
   
• Kade continues to perform outstanding work for our office. This year, along with the leadership team, he spent considerable time mentoring our 3 newest staff members, showing a sustained willingness to explain policies and procedures and to answer questions. His coworkers trust and appreciate his knowledge and advice.
   
• Pat has gone above and beyond with providing support for associates transitioning to new software. He has taken the lead on helping coordinate staff using the platform by sharing tips and tricks in the system.