This summer, Tracey Larson, Bank of American Fork’s resident expert on age-friendly banking, talked to Doug and Larry on Mountain Money about the reality of elder financial abuse. The hosts talk about stories they’ve heard and ask, “Who can you trust?” Tracey talks about prevention, detection and checks and balances. Listen to the short segment here, with Tracey on at about 26:23.
Today, on Veteran’s Day, we’re thinking of the many Utah seniors who are also veterans. Up to $1 million a day is stolen from Utah seniors (see here). Recently Bank of American Fork received the 2014 American Bankers Association Community Commitment Award for Protecting Older Americans, a national award with only one recipient. Bank of American Fork has a unique passion and five-part initiative designed to help support caregivers and protect seniors from fraud. Behind the initiative are employees that are passionate about helping the seniors and caregivers in the communities where they live and work.
Tracey Larson is one of those employees. Larson, a special projects manager at Bank of American Fork, is the head of the bank’s age-friendly initiative. Her passion stems from being a daughter of senior parents.
“There was a shift for me that caused me to become really passionate about supporting age-friendly banking,” said Larson. “It was when I started to hear the stories. I remember my first meeting on a committee that included hearing first-hand stories of elder and vulnerable adult abuse. I cried.”
Besides her passion for making banking and finance safe for seniors and their caregivers, Larson has the know-how and detailed eye that make it natural for her to move the initiative from words on paper to action in the community.
For example, Bank of American Fork has an age-friendly champion at each branch who receives extra training on how to spot fraud or a stressed caregiver. Although all Bank of American Fork employees are trained to look for and report suspected fraud, the training for age-friendly champions is more comprehensive and goes far beyond what regulators require.
Because of employees like Tracey Larson, Bank of American Fork is making strides in helping to prevent elder financial abuse. Because of the bank’s innovations like account tools to help protect seniors and education about how to protect loved ones, awareness of this widespread problem is growing. To move prevention beyond Bank of American Fork customers, the bank is collaborating with other organizations and financial institutions to make offerings like this nationwide.
If you are a senior who needs, or may soon need, help with your finances or a caregiver of a loved one, you are not alone. Visit blog.bankaf.com/seniors. Ask your banker about what resources are available to you.
Project Teddy Bear in its 15th year
The little boy was so traumatized by neglect and abuse that he spoke to his therapist from inside a cardboard box for two years. Inside, he clung to his trusted teddy bear—the only one he felt comfortable with enough to have inside with him. This child—and thousands of others like him—has benefitted from your donations to Bank of American Fork’s Project Teddy Bear. Each holiday season, we collect new and clean, gently used stuffed animals to give to children at family support centers across Utah. Many of the children are victims of abuse, neglect, poverty or addiction. Some have been taken from their homes into state custody during the night; others have been moved from one foster home to another; yet others have experienced the violent loss of a loved one.
When these children, and perhaps all children, can hug and hold their own teddy bear, it brings comfort and a feeling of safety.
You can help. Project Teddy Bear is an opportunity for you to join with the communities in Davis, Salt Lake and Utah counties, and donate teddy bears and other stuffed animals. Starting this month, all Bank of American Fork branches will be accepting donations of new or clean and gently used stuffed animals through December 16.
Ways to lighten your load when you’re helping with a loved one’s finances.
Are you a caregiver? Are there caregivers in your circle? Help is available. Here are some of the tools available to help you manage your loved one’s finances.
Education. Having good intentions is important, but it’s hard to act in the best interests of your loved one if you don’t know how to safely and effectively manage someone else’s money. Some critical things you can do are to keep separate accounts, maintain good records and keep learning. If you have questions, consult available resources like Navigating Your Rights, your banker, a trusted financial advisor or blog.bankaf.com/seniors.
Protection. Consider view-only access instead of joint accounts. With view-only access, a helper can access a bank account to see every level of detail but cannot make a transaction. This allows a senior to maintain independence as the only legal decision-maker, but allows for an extra set of eyes to watch for scams. If your loved one decides he still wants to have a joint account, consider giving a second family member view-only access to protect the senior from fraud and the joint account holder from false accusations. The caregiver with view-only access should regularly monitor for theft. The key here is coordinating caregiving duties among families to avoid confusion about what is happening to a loved one’s money.
If you’re a caregiver, remember that you are not alone. There are people who care and resources available to lighten your load. If you have questions, ask for an age-friendly champion at any Bank of American Fork branch or at 800-815-BANK or visit blog.bankaf.com/seniors.
Pick up your free copy at any branch.
The new edition of Navigating Your Rights: The Utah Legal Guide for Those 55 and Over is available for free in any of our 14 branches. In the new edition, Jilenne Gunther covers more than 55 subjects and 200 questions, like “What documents are needed for estate and end-of-life planning?” and “How do I choose a quality, long-term care facility for a loved one?” Navigating Your Rights is the only comprehensive legal and financial resource for Utah seniors and their caregivers. Stop by any of our branches (see the back of this newsletter for a map) and pick up your free copy today (while supplies last). You can also visit www.LegalGuide55.utah.gov for the full web version.
Looking for the perfect gift for employees, those hard-to-please relatives and friends?
We have the solution: a VISA® Gift card. Bank of American Fork’s VISA® Gift cards allow recipients to decide how they want to spend their money, saving you the hassle of shopping for all the people on your list. They’re the perfect gift for any occasion, including those coming up—holidays and end-of-the-year employee rewards. To purchase a gift card or to find out more about the fees that apply when you purchase a gift card, please visit our website or your nearest branch.
VISA® and the name Visa are federally registered trademarks of Visa.
Rise of mobile banking prompts local banks to take a look at customer care
The most-recent generation of Apple smartphones has arrived, and with it, a budding sense of excitement about how mobile technology stands to reshape the way we handle money. New smartphone technology, including mobile apps for banking and financial use, has brought a new level of convenience to money management. More than half of smartphone owners are now taking advantage of banking and finance features with their new devices, and that number only continues to grow.
Many customers, however, fear they can only have the convenience of mobile banking at the expense of personal care offered by their local bank. While some community banks have been slow to adopt new mobile tech, Bank of American Fork tries to adopt the best mobile trends without forgetting its promise of small-town service.
Studies show that mobile banking, along with other mobile-phone financial services, has significantly grown in popularity among smartphone users. According to the 2014 Consumers and Financial Services Report, 51 percent of smartphone owners use mobile banking, and 12 percent of smartphone users who do not currently use mobile banking anticipate using it within the next 12 months.
People who use mobile banking like it because of the convenience, especially when depositing checks and keeping track of funds. Some people also feel more secure because their bank is in their pocket.
“Our society is on the go more than ever and banking needs to be at our fingertips,” said Richard Beard, president and CEO of Bank of American Fork. “Keeping up with technology and the wants of our customers means our banking apps should be easy to use, efficient, effective and provide a quality service to customers who might not have time to make a stop at the physical bank.”
Mobile banking empowers people with the freedom to bank how they want to rather than according to the bank’s schedule. For example, depositing checks—a task that used to require a branch and teller—can be done via mobile banking apps.
Mobile banking might be growing in popularity and technological development, but face-to-face assistance remains important for many customers. Community banks like Bank of American Fork preserve the relationship customers want and need, and the high level of customer service expected of community banks.
“Providing the best customer service is our highest priority, and is built into our purpose statement,” Beard said. “But we are also keenly aware of the wants and needs of our customers in terms of technological development and updates. That’s why we’ve made sure our mobile banking is up to date—whether a customer wants to view her account, transfer funds or deposit a check.”
Some banks struggle to preserve human contact with the increase of mobile banking. But Bank of American Fork retains personal-touch customer service. When customers make calls, they reach people—and without the frustrating sequence of pushing buttons and waiting for a long time before connecting.
Mobile banking is on the rise. While people may begin to prefe
r the ease of using their phones and tablets for many of their banking needs, Bank of American Fork is making sure its technology is promoting better customer service, not replacing it.
Sense of community still a cornerstone in keeping customers safe
Amid a string of headlines revealing security breaches among high-profile retailers, banks across the country are working to ensure that their customers’ private information remains private. But with the impersonal approach offered by national banks, some customers are finding that they feel more uncertain than ever about the security of their finances. Big banks sometimes struggle in connecting with their customers as individuals with unique needs. A bank headquartered on the east coast may lack the presence to personally attend to Rocky Mountain residents and their concerns.
As a local institution that has grown alongside the Utah Valley communities over the last century, Bank of American Fork understands the threats local customers face. What’s more, the bank employs new technology to enhance the customer experience, not replace it. Bank of American Fork’s strategy in combating fraud begins with a comprehensive awareness of potential threats, both online and off, while working closely with customers to offer them the tools and knowledge necessary to secure their finances.
Data compromises in recent months involving large retailers such as Target, Apple and Home Depot have only heightened people’s awareness of the real-world dangers threatening the safety of their savings. Bank of American Fork’s layered security has minimized the risk to their customers, and the bank is proactive in identifying those who may be affected while working with them to take preventative measures such as issuing new cards and flagging suspect spending to ensure that their finances are still safe.
“We take the threat of identity theft very seriously because, as a local bank, these are our friends and family we’re working with,” said Blaine Crosby, Bank of American Fork’s chief information officer. “When a community entrusts us with their finances, we want them to rest easy knowing their money is secure.”
Bank of American Fork’s layered security extends to all its financial services. This includes installing a number of safeguards at each point of transaction, including ATMs. For example, at the start of 2014, 95 percent of ATMs across the nation were running on the Windows XP operating system. Microsoft announced that they were discontinuing support for Windows XP, potentially opening a window for exploits by hackers. Bank of American Fork was already in the process of transitioning its ATMs to Windows 7, and quickly had each of its machines up to date. This ensured access to the latest updates and security patches and preempted the risks faced by other machines that were still running on outdated operating systems. The ATMs routinely issue security alerts to report skimmers, hackers, or suspect transactions, and in the event that security reports show evidence of vulnerability, the ATMs can immediately be shut down remotely.
Additionally, Bank of American Fork is combating online fraud by offering Rapport™, a security solution for home computers provided through the financial security experts at Trusteer, Inc. Rapport™ is a downloadable set of tools that works alongside existing firewalls and antivirus programs to help protect against phishing scams and malware. The service, which is provided at no cost to customers through Bank of American Fork, works by monitoring for potential threats as customers handle their billing and transactions during online banking, and can be configured to help protect against threats on other websites that can serve as an entry point for malicious behavior.
The ways in which Trusteer’s Rapport™ software helps protect customers include:
• Warning users if they visit a fake website purporting to belong to Bank of American Fork,
• Preventing the collection of banking credentials and other sensitive information, and
• Protecting web browser communication to prevent malware from tampering with bank transactions.
The free software is simple to install, entirely transparent and does not interfere with normal computer use. While use of this security software is not compulsory for Bank of American Fork customers, it is highly recommended.
Bank of American Fork is highly dedicated to security. Attention to technological safeguards provides its customers with protection while still allowing for the personal touch of a local establishment with a strong sense of community. Despite the ongoing threats facing a rapidly changing financial environment, Bank of American Fork, with the cooperation of its customers, is committed to providing them a high level of financial security, and with it, peace of mind.
Although the technology and services banks offer have evolved and changed over the years, relatively little has changed about the design of bank branches. You can usually expect to see a line of teller counters against a wall with tellers waiting behind. Bank of American Fork is revolutionizing community banking and the customer experience with its new technology and design at the St. George branch.
Bank of American Fork’s St. George branch, which opened in August, is unlike most other banks. Instead of a teller line, the bank features a teller “pod,” which is more accommodating to customers and provides flexibility to tellers. Instead of a teller line, the pod is a table with computers that swivel at each end and is accessible from all sides, so tellers can interact directly with customers. The pod allows customers to do more in one place and gets tellers out from behind a counter, where they can help customers better.
“I really like the new pod system and technology bar here at the St. George branch because it’s easier to interact with customers,” said Benjamin Smith, a teller for Bank of American Fork. “Instead of just describing what we offer, I can show them what our tools look like. When they decide which products to use, I can help them learn how to use those tools right here in the branch.”
The pod was created with a close eye to function, and is fully equipped to handle every service a customer would expect in a traditional line and window arrangement. They feature a teller machine used to deposit and withdraw funds, reducing the chance of human error in cash transactions.
“This design allows for the progression of counting money to offering additional services,” said Richard Grow of DEI Incorporated, the architectural firm that designed the pods and flow of the St. George branch. “In all of the retail world, they get up from the counter to come around and help customers, then return to the counter to finish the transaction. This is really taking retail into the banking world.”
This new design allows tellers to leave their stations in order to teach customers how to do online banking, discuss loans and mortgages or meet in private for various banking needs.
Besides the teller pods, Bank of American Fork has included a “learning center” equipped with various mobile tools customers might use for their banking needs. This center allows tellers and other bank employees to teach customers how to use, for example, an iPad® to do mobile banking. Customers are equipped with the knowledge they need in order to have smooth and secure banking via a mobile device.
“Banking needs to keep up with the lifestyles and desires of its customers,” said Brian Thompson, senior vice president at Bank of American Fork. “Moving forward, our branches will continue to evolve to benefit the customer experience. In terms of service, we want banking to be shaped around the customer’s needs and not by how things have traditionally been handled in banking.”
Bank of American Fork strives to create a banking experience that is both convenient and connects people. The new branch in St. George is one way to do just that.
ICBA spreads the word about Project Teddy Bear in your community
Sandy Dubois started Project Teddy Bear 15 years ago as a way for employees at Bank of American Fork to give back to their communities instead of giving gifts to each other during the holidays. Dubois is passionate about helping children, and she wanted the project to be about the at-risk children in Utah communities. That first year, customers, community members and bank employees donated a couple of hundred teddy bears to be taken to a family care center to be used in play therapy or for children taken from their homes and from everything they knew. Last year, during the 14th Annual Project Teddy Bear, you brought in more than 20,000 bears that served the children in care centers across Utah.
Every year Dubois and others hope the care centers will call and say there’s no need for the bears—that all of Utah’s children are being taken care of and none are victims of abuse or neglect. Unfortunately, that’s not the case, so Bank of American Fork seeks the community’s help in increasing the number of donations every year.
Now, Project Teddy Bear’s national recognition from Independent Community Bankers of America’s 2014 National Community Bank Service Award will help spread the word and get more people involved in helping Utah’s children and children across the nation. Independent Banker magazine highlighted the project in its September issue and Dubois and Bank of American Fork invite any other bank or business to copy the model.
“The reason this recognition is important to us is because it helps the community,” said Richard Beard, president and CEO of Bank of American Fork. “Our local communities have helped more than 73,000 children simply by getting involved. Some people drop off one bear when they come in to make a deposit and we have others, like girl-scout troops, who take on the project and bring in hundreds of bears. Each donation matters, because each of those bears represents an at-risk child here in Utah.”
Project Teddy Bear will start its 15th annual collection beginning November 20. Drop off a bear at any of our 14 branch locations. We know you care about the children in your communities, so talk to us at www.facebook.com/BankAF or @bankaf to find out how you can be involved.