The MBNA AMERICAOWLS NEST GROUP
“STORY”
Presented by:
Jim Roszkowski
Managing Director
Owls Nest Group, LLC
MBNA- How it All Started
“An Entrepreneurial Success”
Founded in 1982, Maryland Bank, N.A., the
credit card division of Maryland National Bank,
was moved from Baltimore, Maryland to Newark,
Delaware
 First office was in an old A&P supermarket with
150 People and less than $175 million in assets
 Hiring began by interviewing candidates in a
Sheraton Hotel lobby
 MNB Board challenge to management- grow the
card portfolio nationally with a limited budget for
marketing or to build brand awareness of
Maryland Bank, N.A.
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MBNA-How it all started (cont.)
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To compete against household names like Citibank, Bank
of America, etc., Maryland Bank, N.A. (later called
MBNA) needed to develop a unique marketing strategy
to aggressively grow assets cost effectively without any
national consumer/brand recognition
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Then founder and CEO of MBNA developed the idea of
marketing a card by leveraging the strength and
recognition of another entity’s identity, brand or logo
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First “affinity” card program was launched in 1983
targeting Georgetown University alumni
MBNA- How it all started (cont.)
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Immediately targeted verticals that were most receptive
and produced the greatest ROI such as
Colleges/Universities, Professional Groups, Cause
Related, Agent Banks, Sports Leagues/Teams, etc
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Continued to grow the business using the same
marketing concept and lending philosophy as MBNA
grew it’s high quality or credit worthy Customer portfolio
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Later offered additional consumer lending and deposit
products such as CD’s and MMA to strengthen the loyalty
of both the Customers and affinity groups
MBNA Achievements before
Bank of America Merger
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Largest Worldwide Independent MasterCard,
Visa and American Express Credit Card Issuer
Over $123 billion in assets/loans
28,000 People across 5 Countries
Nearly 5,000 endorsing affinity groups or agent
banks promoting a credit card from MBNA
Over 50 million individual Customers
Lowest charge off and delinquency rates in the
US credit card market
Ranked highest in Customer Satisfaction
Numerous awards for “Best Place To Work”
Key To MBNA’s Success“Core Attitude”
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MBNA’s “Attitude” not necessarily it’s “Aptitude”
determined its “Altitude”
Build the finest company of it’s kind
Committed to Customer satisfaction
“Get the right Customers and Keep Them”
“Think of Yourself as a Customer”
Primary Focus on Customers and People never
changed
“Complacency is Devastating”
Hired People with a single-minded focus on
serving the Customer
MBNA People Were
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Leaders:
- Created an atmosphere where People could
believe and be successful
- Get ordinary People to do extraordinary things
beyond their own expectations
- Find a “better way” through innovation,
persistence, faith, vision, integrity, maturity,
desire, courage and wisdom
- Preferred the “errors of enthusiasm” versus the
“indifference of wisdom”
MBNA People Had
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Unique Abilities:
- Motivated People: created an environment for
People to motivate themselves
- Get things done: “many reasons but no
excuses”; held People accountable
- Turned stress into strength- all depends on how
leaders react to situations
- Unwavering commitment to the Customer
MBNA People Took
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Unique Actions:
- Responsibility: “if it’s to be, it’s up to me”
- Encouraged People to “Think Things Through”
for the best results
- Dedication: “the ability to carry out a promise
long after the mood it was made has long gone”
- Learned/Listened/Reacted
- Empathy: “understand/lift up spirits”
MBNA People Possessed
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Unique Attitude:
- Core Values/Precepts remained constant
- Preserved the core while stimulating progress
- Successfully dealt with the Tyranny of the “OR”
versus the Genius of the “AND” (for example;
Control Costs “AND” Grow Revenues)
- Single mindedly focused on Customer
satisfaction, not solely on profitability
OWLS NEST GROUP, LLC
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Founded in 2005 by former MBNA Senior Executives with
extensive experience in various fields and disciplines- Jim
Roszkowski, Managing Director
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Owls Nest Group, LLC (ONG) is a unique group of
successful professionals disciplined in creating and
sustaining profitability, value, client growth and
Customer satisfaction
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Focus on providing senior level advisory and board
director services to company’s with revenues ranging on
average from $2 million and $75 million
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Growth strategies by leveraging an existing brands’
strength or relationship with a targeted group of people“The MBNA Story”
MBNA and ONG“One Story”
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Owls Nest Group, LLC was formed based on
the success and experience learned from the
inventor of “affinity marketing”- MBNA AMERICA
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Loyalty between a third party organization and
its members, customers, fans, donors, alumni,
students, etc. is a bond that can be effectively
leveraged by any company in any industry
MBNA and ONG“One Story”
Small or large company's alike that offer
a specific value proposition positioning its
products and services to a targeted market will
greatly benefit by utilizing the strength of this
loyalty or “affinity” of a third party organization
with its constituents
 We are prepared to assist your company
discover new ways of conducting your business
that will yield phenomenally successful results!
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OWLS NEST GROUP-Contact Info
James J. Roszkowski
Managing Director
OWLS NEST GROUP, LLC
2507 W 17th Street
Wilmington, DE 19806-1101
(302) 438-0724
jjroszkowski@comcast.net