AAPI Month: Fostering Connections and Community

When Shalini Guglani immigrated to the United States from India at age 11, she never imagined she would one day be a banking leader, empowering her community through financial education. Yet today, Guglani serves as SVP, Wealth Divisional Director at Citizens, where she is passionate about helping individuals and families achieve financial dreams.

"I use my platform to influence, not only to work with clients, but influence a lot of people, especially women around me," says Guglani. "I get up in the morning thinking about how I can make my platform an even better place for someone else to pursue this career."

Guglani is one of many of our colleagues at Citizens who are deeply committed to building resilience and success within AAPI communities. By offering trusted advice and guidance, and an unwavering commitment to a culture of inclusion, we strive to be trusted partners that empower our communities and our customers.

Creating opportunities in the community

For Danny Lee, SVP, Retail District Branch Manager for Metro New York, the motivation to support his community is deeply personal. As a Korean immigrant who moved to the U.S. at age 10, Lee witnessed firsthand the challenges his parents faced navigating the American financial system.

"I remember we were at the dealership trying to buy a car, and the sales manager kind of laughed in our face, questioning how we could be in this country for eight years and my mom doesn't have credit to qualify for a loan," Lee recalls. "I felt ashamed. But instead of educating us about what credit is, he blamed us for not understanding. That stuck with me throughout my personal and professional journey — I want to be the person that empowers and educates other people."

Lee and his team make it a priority to understand the unique needs and challenges of their communities. They collaborate with local groups to provide workshops on financial empowerment and small business development.

Establishing trust and long-term relationships with customers from diverse backgrounds also means connecting culturally and linguistically.

"We hire people that represent the community, that speak the language and understand the culture," explains Lee. "In a Korean American community, if you say hello the right way — not looking them in the eye, saying 'annyeonghaseyo' while bowing — that little gesture goes a long way. It shows we truly care about understanding the culture and where they come from."

Supporting AAPI small businesses

For many entrepreneurs, small businesses are the pillars of their communities. But the COVID-19 pandemic dealt a devastating blow, forcing thousands of restaurants, shops and services to close their doors.

"After the pandemic, a lot of small businesses in Chinatown, including restaurants and retail, got hit hard," says Feili Ye, VP Branch Manager of Citizens Canal Street location. "We partnered with a local nonprofit to share a vision for how to help them bring back customers and innovate their business models."

The branch sponsored educational workshops, providing free advice on topics like e-commerce, social media marketing and accessing capital. For business owners rebuilding post-pandemic, this support was a lifeline. Ye shared the story of a restaurant owner who went from having five locations to nearly losing everything during the pandemic.

"Our business bankers understood his needs and worked to get him the services he needed," she says. "Now he has opened eight new restaurants in Manhattan and a warehouse in New Jersey. He was so happy with us, he referred all his business partners to Citizens, which is a great example of how we help business owners through difficult times and support their long-term success.

Building connections and trust

In addition to delivering trusted financial advice, we foster strong relationships with local communities. At the Canal Street branch, for example, Ye and her team greet customers in Mandarin, Cantonese and Taiwanese — even though Ye herself is still learning some of these dialects.

"I originally came from the northern part of China, so I began to learn Cantonese," she explains. "When customers notice we are trying to learn their language to welcome them, they feel that family connection. Even if it's not perfect, they appreciate that we are trying."

These practices helps us demonstrate its commitment to serving and supporting communities and customers through various initiatives and partnerships.

As Citizens continues to expand its presence in key markets like Boston, New York and San Fransico, it aims to be a true partner in driving positive social and economic change.

"We are not here just for transactions. We're here to build relationships," says Lee. "How can we be part of our customers' journey, from the time they start their career, to when they're having children or saving for retirement? We want to be that trusted advisor through all of life's moments — the good and the challenging."

Planning for a brighter future together

For Guglani, Lee and Ye, supporting their communities feels like more than a job — they are helping communities and customers thrive.

"There's still plenty of work to be done, whether it's providing more financial literacy programs or supporting workforce development in local communities," says Lee.

"But what I love is our ability to authentically show up and make a real difference. When we put customers at the center of everything, build trust, and deliver the right solutions, the results will follow."