As much as technology is reshaping financial services, at The Washington Trust Co. soft skills continue to be “a cornerstone of our culture,” said Edward O. “Ned” Handy III, chairman and CEO of Washington Trust Bancorp Inc., parent of the Westerly-based bank.
“Our business is built on relationships,” he said. “Trust is earned through every interaction and that requires strong interpersonal capabilities. … As the banking experience becomes more digital, these human-centered skills are more important than ever.”
The bank is also working through the Rhode Island Bankers Association to build a local talent pipeline beginning in high schools so students know, “You don’t need to go to Wall Street to work in finance – you can have a great career right here.”
How has technology changed the workforce at Washington Trust and the skills you need in new hires? Technology is transforming every aspect of the financial services industry. Customers today expect quick, seamless and secure digital banking experiences. They want intuitive tools that make managing their finances easier. That’s why we’ve made strategic investments, like our recent partnership with ClickSwitch, which allows customers to open accounts online with just a few clicks. While technology doesn’t replace people, it does push us to hire individuals who understand the power of digital tools and can use them effectively – people who are curious, agile and eager to learn.
What type of training does Washington Trust offer prospective employees and those already on the payroll? All employees participate in comprehensive training programs, customized to their job functions and we strive to help them augment and expand both their technical and soft skills on topics such as banking, data systems and software, customer service excellence, people skills, management and leadership. We encourage employees to continue their education by providing a generous Educational Assistance Policy to help them pursue job-related undergraduate and graduate degrees. We also encourage and support employees who pursue professional certifications and designations in their fields.
We’ve heard that many companies are renewing training and emphasis on so-called “soft skills,” for interactions with both colleagues and customers. Is that true for Washington Trust?
Absolutely. Soft skills have always been a cornerstone of our culture, particularly because our business is built on relationships. Trust is earned through every interaction and that requires strong interpersonal capabilities. Skills [such as] clear communication, collaboration and empathy are essential not only for delivering exceptional customer service but also for effective teamwork. As the banking experience becomes more digital, these human-centered skills are more important than ever.
How much emphasis do you place on promoting from within versus looking outside the company? Our leadership team meets regularly with managers to assess organizational talent and ensure we are actively developing our people. Our average employee tenure is 9.4 years, and over 80% of our employees say they are happy working here. That’s not by chance. We invest in our talent, we promote from within and we create real pathways for growth. At the same time, we welcome outside talent, as they can bring valuable, fresh perspectives that help us innovate and enhance our operations.
Do you see the mix of jobs available at Washington Trust changing over the next decade? What skills will be most in demand over that time? As technology continues to reshape how financial services are delivered, expertise in cybersecurity, risk management, digital product development and UX [user experience] design will continue to be areas of critical need, and new demand for skills in applied artificial intelligence is quickly increasing.
Are enough high school and college graduates pursuing financial services as a career choice to meet projected industry needs? The local financial services industry is faring well in terms of labor supply, but we need to have a steady pipeline of talent to ensure we can meet demand and be positioned for future growth. We are working with the Rhode Island Bankers Association’s Bank Forward to build this pipeline, by educating high schoolers and college students on what a career in banking can offer them: competitive compensation, opportunities for advancement and many choices of roles and areas to fit just about every skill set and interest. You don’t need to go to Wall Street to work in finance – you can have a great career right here in Rhode Island at Washington Trust.
Why should those interested in a career in the industry consider Washington Trust? At Washington Trust, we strive to be an employer of choice. We work hard to foster an environment that is welcoming, supportive and team-oriented. We also promote a healthy work-life balance to support well-being both inside and outside the workplace. In 2025, Providence Business News named Washington Trust one of Rhode Island’s “Best Places to Work” for the 15th consecutive year. Our success is due to the dedication of our employees, who embody the spirit and values of our company through their daily interactions with customers, vendors, shareholders, the community and fellow employees.
