Life happens. Circumstances change. And sometimes you need a helping hand to navigate new situations you face.
Going through these or other life-changes? See if we can help!
Changing jobs
Adding a new child to your family
Death of your spouse
Moving to a new city
Caring for someone with special needs
Caring for a parent
Creating a legacy
Addressing potential scam or fraud
Here are a few first-hand stories from our caring, local professionals who are by your side, every step of the way.
Change in Marital Status
“I had a man come in, needing to close his account and open a new one. He was going through a divorce and just wanted someone to help him and to listen. We talked about what he was feeling and how we could be of help to him.
We ended up opening his new account and getting everything taken care of for him, so he didn’t have to do it by himself. Now when he comes in, we have conversations about what he's doing and how he's doing.”
Alleviating IRA Anxiety
“I had a customer come in feeling overwhelmed and anxious about transferring an IRA after having a difficult experience with his other institution. He was not only confused by the process but also worried about making a mistake with something so important to his future. I took extra time to truly listen, show empathy, and reassure him that they were in capable hands. I went above and beyond by personally managing the transfer, proactively resolving unexpected issues with the other institution and providing frequent updates so they never felt left in the dark. Through patience, compassion, and persistence, I turned a stressful situation into a positive and confidence-building experience. By the end of the transfer, he expressed deep gratitude and relief, sharing that they felt supported, respected and cared for during a critical financial moment. This interaction made a real difference for the customer and reinforced my commitment to delivering exceptional service and build a trusted relationship with the customer.” (check pronouns and choose for consistency)
Adding Someone to An Account
“I assisted a customer who was unable to visit the branch and whose daughter—who needed to be added to the account—lived out of town and did not have internet access to sign electronically. To ensure the account update could be completed, I gathered the necessary information from both parties, prepared the required documents, and personally drove to the customer’s home to obtain her signature. This ensured the documents were executed properly and the customer’s needs were met without delay.”
Supporting the Loss of a Loved One
“I worked with a customer whose wife had passed away and she handled all of their finances. I was able to get the bills switched over to his name and set up auto payments. He was so appreciative of this that he cried.”
An Eye for Fraud
“An elderly lady came in and withdrew a large amount of money. I attempted to ask her about it because it was out of her normal routine. She was very adamant that it was family troubles but didn’t tell me much about it. Later in the week, she came back and said that it was a scam. She thanked me for trying to keep an eye out for her and her husband.”
Phone Fraud Foiled
I assisted a customer who was targeted in an attempted fraud by someone impersonating him and using his personal information over the phone. I quickly recognized the red flags, secured the account, and contacted the customer directly to explain the situation and guided him on ways to protect himself. When he later visited the branch, I reassured him, answered his questions, and provided education on preventing future fraud. He left feeling educated with restored trust in us as his bank.”
Hands-on Help After a Fire
We had a customer whose house burnt down, with cash in their safe. Due to the length of time the house was on fire, the "fireproof safe" wasn’t very fireproof after all. We spent hours sorting through money to see what we could send to the FED to get immediate credit for vs. what needed to be sent to the Bureau of Engraving and Printing (BEP).
We handled everything for her--from boxing up the money, to filling out the paperwork and communicating with the BEP. It took about a year but she finally was able to get all of the money back that she thought was gone forever.”
Dealing with the DMV
I had the pleasure of assisting a customer not only with his banking, but also with his insurance renewal. We had notarized a form for his insurance and mailed it out. He reached out later to see if we knew whether it had been received. I emailed the DMV and requested an update and found out they needed further information. I got his approval to communicate directly with the DMV, since the information was banking-related. A week later, I followed up to confirm that his insurance application had been finalized and his certificate was being sent to him.