Today's agent is Roslyn Bankston and her team.
Building a Legacy of Care: The Story of Roslyn Bankston's State Farm Agency
Meet Roslyn Bankston, proud owner of a State Farm Insurance agency in Old Town Scottsdale. Her journey into the insurance industry began her senior year of college when she was recruited by the Saint Paul Fire and Marine Insurance Company. Majors in insurance are not common, and her solicitors were confident that her strong foundation in Business Administration would serve her well in the Insurance Sector. That unexpected meeting has turned into a long-term career as an insurance agent and community servant.
From Claim Representative to Agency Owner
Roslyn started her career as a claim representative. It wasn’t long before a friend introduced her to the idea of becoming a State Farm agent. Inspired by her friend’s story, Roslyn embarked on a new journey and became an agent in Tempe, AZ, in 1986. From the very beginning, her business has been built on personal connections. She made it a point to meet with customers, build relationships, and give small tokens of appreciation. This approach helped her connect with various professionals such as realtors, home builders, mortgage loan officers, title company escrow officers, apartment complex leasing teams, rental property and homeowner’s association managers, and other business owners. Indeed, fostering strong relationships became the foundation of her agency.
Roslyn explains, “People who initially said 'I already have an insurance agent' softened their hearts and joined our family of policyholders after witnessing our consistency in showing up in their offices with treats and after experiencing our efficiency in quoting and binding proper insurance coverage.” Roslyn has been able to maintain excellence in servicing a book of business that continues to grow by hiring tenured representatives who also believe in building relationships. Our team consists of the following members:
Jim Brenner, Office Manager, is a former claim representative and Oregon State Farm agent. Jim has also been employed previously by the wealth management & retirement divisions of major companies. If you have questions about Business Insurance or Medicare Supplement, he’s the subject matter expert to speak with. Jim has 32 years in our industry and is the son of a State Farm agent. He has three daughters and grandchildren. Jim enjoys watching Oregon football games and playing with his dogs.
Diane Elie, Assistant Office Manager, is a former employee of Mattel, thus you will enjoy discussing collectibles with her. She entered the insurance industry 20 years ago and has been awarded the 2014 Five Star Home/Auto Insurance Professional Award from Seattle Magazine. Diane enjoys gardening and has the luckiest dogs who eat fresh vegetables from her garden.
Gael Tillery, Staff Assistant, is a former educational administrator. She has been a customer of our agency for over 30 years and enjoyed our events so much that she offered to join our team after retiring from her other career. She has 5 years as our retention specialist who helps customers with our Drive Safe and Save tool and optional payment programs.
Roz Bankston, Agent, prefers to highlight her team because there is only one agent for thousands of customers. Thus, she says, “I hire only those who can provide similar stellar services that my original customers encountered when it was only me and a part-time assistant working in 1986."
As a local resident of Scottsdale, I have developed deep roots in our community through long-term relationships within the National Association of Insurance & Financial Advisors, Business & Professional Women, and Alpha Kappa Alpha Sorority, Inc. I have won Most Outstanding Committee Chairman through BPW, achieved Far Western Region Unique Professional Award, and been featured in the Women Who Made a Difference publication because of working with youth, multiple fundraisers, and for spearheading legislation in Arizona.
Relationships Over Numbers
From day one, Roslyn’s focus has been on building relationships rather than just chasing numbers. “That’s why retirement is not an option currently,” Roslyn says. “I’ve grown passionate about what I do, and it’s hard to think of leaving the people that I take care of.” Over the years, she has seen her initial clients refer their children and grandchildren to her agency, creating a multigenerational bond. People moving to Arizona often seek out her agency, drawn by the trust they place in State Farm. Many who transfer in are referred by their prior out-of-state agents who appreciate our reputation for personal touch and care. Our team is considered the “go-to agency” for many families. “It’s not just about numbers for our team; we thrive on great relationships,” Roslyn says. “When customers refer their loved ones and friends to us, it shows that we’ve built trust and lasting connections. That’s what matters most,” indicates Roz, Jim, Diane, and Gael.
Differentiating Through Care and Connection
What sets Roslyn apart is her commitment to genuinely taking care of people. Whether it’s a flooded house or a shattered windshield, her customers know they can reach her, an agency team member, or Customer Care Center (CCC) representative 24 hours a day and 7 days per week! Unlike some agents who might not know their policyholders well, Roslyn maintains close relationships, often recognizing family connections when customers call in and ensuring everyone feels like a part of her extended family. Roslyn reiterates, “My team gets the backstories so they can remember histories on family connections too, as people enjoy being known, like walking into an episode of Cheers.” Whether it’s a crisis like a family member’s passing or a simple question about a chip in auto glass, our customers know they can call us anytime. It’s that level of care and connection that confirms our unique status as community servants. “We take the stress out of life’s inevitable risks,” states Roz. “We are here to help life go right® when it sometimes goes wrong."
Our Happy Family of Policy Holders
Roslyn’s agency truly operates like a family. For instance, Eileen, a longtime customer and friend, referred her daughter, Mary, to the agency. And, many 30-year customers like Bill and Darlene have referred their daughters, who in turn referred their children for a three-tier family connection. Roslyn has shared many experiences with her customers, from fashion shows to jazz events, casino fundraisers, brunches, dinners, and more. These events foster a sense of community and belonging, making her policyholders feel more connected and appreciated. All insurance companies offer value, service, and price. When we show that we care, most of our customers become committed to our team because prices change everywhere, but how you feel about the services you receive is determined by the level of care offered during that relationship.
Thoughtful Marketing and Unique Touches
Roslyn’s marketing strategy was born from her mother’s love of arts & crafts. Roslyn spent many summers in art classes with her mother, who was a teacher. Thus, she naturally incorporated a love for gifts, bows, and seasonal themes into her business. “My mother was very creative, and I try to bring that into our marketing,” Roslyn shares. Whether it’s a playful note with a basket of fruit for realtors or a stack of magazines for customers of local dry cleaners and car washes, we make our treats beautiful so every recipient feels special.
We have shared miniature cars at auto shows, along with milk bones, squeaky balls, and waste bags for dogs, and jingle balls and crinkle toys for cats at veterinary clinics. We mail out calendars to customers and leave them with nearby businesses. We distribute cookies, pens, car sunshades, cookie cutters, ice cream scoops, sunblock, and more to create smiles on our good neighbor’s faces. “We put thought into our marketing,” Roslyn says. These are small gestures, but they show our customers and future clients that we care about what matters to them.
A Legacy of Caring Service
Roslyn’s agency’s foundation is built on relationships, creativity, and genuine care. This approach not only attracts customers but also retains them, as they appreciate the personal attention and thoughtful gestures. By prioritizing relationships over transactions, Roslyn has created a loyal customer base that trusts her and her team with their insurance needs. Roslyn says, “Our agency is built on sincere care and positive creativity. It’s not just about attracting customers; it’s more about retaining them by showing we care. That’s how we’ve built a loyal client base.”
Heart and Soul in Our Business
Roslyn’s agency’s heart and soul are evident in every aspect of its operations. As one of her colleagues pointed out, connecting with the community goes beyond mere actions – it’s about the genuine care and motivation behind those actions. Spending hours to help a customer get a better rate is a testament to Roslyn’s commitment, states her Office Manager, Jim. He further confirms that “unlike other agencies that may focus solely on numbers, she invests time and effort into building lasting relationships. This dedication is why her retention rates are higher than most agencies and her customers remain loyal.” Roslyn concludes that “we take the time to educate our customers about maximizing coverages for the lowest rates and how to use proper terms like suspension rather than cancellation to maintain long-term discounts.
We want to keep customers for their entire lifetimes, not just a few years. My team and I all enjoy doing things the right way. People don’t know how easy it is to make hasty decisions that can cause many years of regret. Our customers feel confident that whatever decisions they make are the best for their families within their budgets. Our advice is free, so why not connect with a team that will help you with price while providing excellent service? We’re not just another agency; we’re like family!” 😊 As Roslyn’s agency continues to grow, her commitment to caring for her clients remains unwavering. She looks forward to welcoming more families into her “happy family of policyholders” by offering the peace of mind and personal touch that sets her apart in the insurance industry.
Your Jeep Problems and How to Solve Them
A tip that reduces chips, cracks and claims
Owning a Jeep comes with a sense of adventure and freedom. However, for those of us who take these rugged vehicles on the open road, there's a persistent problem: chronic windshield cracks and chips due to their vertical glass design. At Align, we've recently discovered a solution for our Jeep owners: Gorilla Glass. Our Jeepers love it because it lasts for two years and comes with a two-year warranty.
The technology behind Gorilla Glass provides exceptional durability. It withstands high compressive stress, making it more resilient against damage. This means fewer windshield replacements and claims for our customers! At Align, we’re happy to accommodate this because satisfied customers become lifelong customers. Below, is a current Jeep installation and a testimonial from one of our returning customers.
Our Complimentary Consultation
Our no-obligation complimentary consultation starts off with a 15-minute call where we discover solutions for your specific auto glass needs. Our solutions may include:
Auto Glass Replacement
Original Equipment Manufacturer (OEM) Parts
Safety Requirements
Chip Repair
Gorilla Glass Solutions for Jeeps
ADAS Recalibration
Window Tinting
Power Window Regulator
From here we can collaboratively determine if we're a fit and if we are, we call your insurance company, get you approved and scheduled. Feel free to reach us at 480-295-1111 or check us out at www.alignautoglass.com.
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