Defining Professionalism: Credibility, Engagement and Reason
Celebrating 150 years: What does professionalism mean in modern banking?
As part of the Chartered Banker Institute's 150th anniversary, we invited people from across banking and financial services to consider a question that goes to the heart of our purpose: what does professionalism mean in modern banking?
Our anniversary essay competition asked entrants to define professionalism in one sentence, then defend it, exploring why their definition matters and how professionalism can be applied by individuals at every level and stage of their career.
We selected winners across three categories: non-member, Young Banker and Institute member. We conclude our series of winning essays with our Institute member category winner, exploring professionalism through the perspective of an experienced banking professional and Institute member.
Winner: Institute member category
Maria Vergini, winner of our Institute member category, approaches professionalism through the principles of Aristotelian rhetoric. Her essay considers the continuing importance of credibility, responsible engagement and reasoned decision-making at a time of rapid technological change.
The views expressed are those of the author and do not necessarily reflect the views of the Chartered Banker Institute.
Aristotelian Rhetoric: More Relevant Than Ever in Modern Banking
Professionalism is the practice of establishing credibility and trust, engaging responsibly with clients and stakeholders, and making well-reasoned decisions in daily work.
This definition of professionalism relies on the essential elements of persuasion described by Aristotle, the ancient Greek philosopher. In particular, the three components of Aristotelian rhetoric include (i) ethos, which refers to character and ethics, (ii) pathos, which is associated with emotions and (iii) logos, which refers to logic and reasoning. In the current environment, where the digitalisation is increasing and artificial intelligence is being adopted at an unprecedented pace, disrupting operations and the way we perform our daily work, these elements remain fundamental for professionals in the banking industry, regardless of role or seniority.
Trust constitutes the foundational pillar of the banking sector and it is closely linked to the principle of ethos. It is assumed that all stakeholders will act in good faith, demonstrating honesty and a commitment to fulfilling their obligations. The stability of a bank depends on depositors’ confidence, who believe that their savings will be safeguarded. The credit relationship between lenders and borrowers is also an act of trust since lenders must assess creditworthiness fairly and borrowers must meet their duties. Furthermore, on a systemic level, effective supervision relies on regulatory compliance. Regulators trust that institutions report accurate data and maintain adequate capital and liquidity buffers.
While the technical competence is necessary for gaining trust, knowledge and capabilities alone are not sufficient to establish credibility in banking. The 2008 Global Financial Crisis demonstrated that moral character, including integrity, is crucial in order to prevent misconduct and sustain public trust. Bankers should act with ethical judgement in their everyday work. Therefore, creating a culture where accountability becomes the norm rather than the exception should be a priority for financial institutions. Such a culture not only protects clients and institutions from unethical behaviour but also reinforces the long‑term credibility and stability of the financial system.
The engagement with clients and stakeholders is another indispensable component of professionalism, reflecting the importance of pathos in modern banking. Customers expect to be treated with dignity and understanding, so the interaction with them should be grounded in respect and empathy. When the relationship between the client and the banker is personal rather than transactional, the client satisfaction is enhanced, thus fostering their long-term loyalty. Similarly, empathetic and transparent communication with stakeholders, such as regulators, shareholders, and the wider community, reinforces confidence in the bank’s conduct and strategic direction. As a result, the empathetic engagement becomes a strategic asset that strengthens the bank’s reputation and supports sustainable relationships across the sector.
In the era of digital banking, responsible engagement with clients and stakeholders is more important than ever. More precisely, human interaction and communication that acknowledge clients’ emotions and concerns help them feel confident in their relationship with the bank. At the same time, maintaining open dialogue with stakeholders, particularly regulators and investors, ensures that technological innovation is aligned with regulatory standards and societal expectations. In addition, bankers’ empathy and emotional intelligence cannot and should not be replaced by virtual assistants. These human qualities differentiate professionals from machines and also foster trust, leading to long-term relationships.
Although credibility and empathetic engagement are essential qualities for any banking professional, it is the capacity to make sound and rational decisions that underpins the professional success in the sector. Here, the principle of logos becomes central. To be more accurate, transparent and evidence-based decision making ensures that banking institutions operate in accordance with regulatory standards and manage risks effectively, meeting supervisors’ expectations. When decisions are based on reliable and accurate data, banks enhance stakeholder confidence and as a result contribute to the sector’s overall stability.
Today, financial institutions operate in a highly complex environment where the sources of disruption include technological advancements, the evolution of artificial intelligence, geopolitical tensions and even public health crises, as witnessed during the Covid-19 pandemic. To navigate this environment, bankers must be able to follow the rapid pace of change by prioritising their professional development. Upskilling and reskilling through continuous learning are necessary at every career stage. With the appropriate skills and technical knowledge to understand developments in the industry, professionals are better equipped to support their decisions with clear reasoning.
To sum up, professionalism brings together credibility, responsible engagement with stakeholders and sound judgement in daily work. The principles of Aristotelian rhetoric, namely ethos, pathos and logos, are the guiding foundations since ethical character shapes intent, empathy guides interaction, and reasoning supports decisions. To capture professionalism as both a moral and institutional discipline, these characteristics should be combined. In a sector where decisions have significant economic and social consequences, professionalism is not simply desirable; it is the cornerstone that protects the integrity and resilience of the entire financial system.
About Maria Vergini
Maria Vergini is a Senior Credit Risk Professional at the National Bank of Greece in Athens. She began her career in risk management at HSBC in Krakow before returning to Greece, where she worked at Eurobank across its Climate Risk and Supervisory Relations teams. She holds a BSc in Economics from the Athens University of Economics and Business and an MSc in Finance from Warwick Business School. Her commitment to continued professional development includes the Certificate in Sustainable Banking from the Chartered Banker Institute and the Sustainability and Climate Risk Certificate from GARP.