Northwest FCS

2019 Annual Report

Northwest Farm Credit: Rural, Real Estate, Operating Loans; Farm Loans; Country Home Loans; Lot Loans; Equipment Financing; Young and Beginning Producers; Crop Insurance; Business Management Education; Property Appraisals

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Phil DiPofi - President and CEO Purpose-Driven Leadership At Northwest Farm Credit Services, our fundamental purpose is to improve the lives of our customers and employees, the communities where we work and raise our families, and the Northwest agriculture, food and fiber industries that perform a vital role in the United States and around the world. For us, this is more than just a motto on our website, it's something we live out every day. Effective leadership at every level of this organization is critically important to achieving our purpose, especially given the rapid pace of change and the complex business environments we work in. As I meet with customers, they often share the same challenges and perspectives we do. For us, leadership doesn't just come from a job title or position on an organizational chart. Everyone can be a leader. We believe leadership is the ability to work with others to achieve a common purpose, to best serve customers and colleagues. Leadership is working effectively in our communities, with our neighbors and even with our competitors. Purpose-driven leadership is the differentiator between an average performing business and an exceptionally performing one. 2019 was another year of strong performance for your Northwest FCS cooperative. We made important, incremental contributions in each of the four core areas of our business: to deepen customer-member relationships, develop talented employees, maximize operational efficiencies and deliver strong financial performance. Customer Capacity Positive customer experiences lead to more opportunities to build relationships and trust. That's why we continue to focus on actions that drive customer engagement – being accessible and responsive, helpful and clear in our communications and making it easier for customers to do business with us. Our primary method for measuring engagement is research conducted and analyzed by the Gallup organization. These results continue to improve and in 2019 customer engagement neared world-class status. We know our performance as a cooperative ultimately depends on the success of our customer- members. We continue to invest in our Business Management Center to provide information and resources, in a variety of ways, to help our customers navigate change. In June 2020 we look forward to our new Leadership Development Conference where customers and employees will learn together side by side. 3 Northwest Farm Credit Services CEO Insights

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