Independent Banker - April 2024 - 57

withdraw a large amount of cash, but the teller
noticed that it was abnormal for his activity and
asked him if he would be willing to speak with
the branch manager.
" The customer was very nervous, and he
seemed a little reluctant at first to share what
he was doing, then he finally explained to the
branch manager that he was taking the money
out to build the deck on his home, " Silsby says.
" But the branch manager knew that he lived in
a condo with an association that wouldn't allow
for decks to be built, so she asked a few more
questions. He finally broke down in tears and he
pulled his phone out and the fraudster was on
the phone listening to the conversation. "
The man had thought he was paying a
computer technician for virus protection, but
the person was an imposter. The fraudster
then said he was " refunding " the money but
had accidentally added two more zeros to the
amount, showing the man the " mistake " on his
computer screen-and lying that the transaction
was in process. The fraudster then instructed the
man to go into the branch to withdraw the funds to
pay him back.
" The manager offered to speak with the person
on the phone, and the gentleman passed the phone
over to the branch manager, " Silsby says. " She
confronted him, and the fraudster hung up the
phone, and the gentleman was completely relieved.
" It keeps coming back to knowing your
customers, knowing your community, even
knowing that condo complex. "
Kennebec Savings Bank staff at the local Lobster Dip,
a fundraiser for Special Olympics Maine
" It's all about knowing our
customers, being the fabric of
the community and making
those connections for people. "
-Andrew Silsby,
Kennebec Savings Bank
we took the time to sit down and
understand her needs and get to know
her, " Kuter says. " Although we knew
the reason why the other banks did
not cash them, we didn't hesitate to
negotiate the checks for her. "
The individual was so thankful, she
opened an account, and after moving
to Madison, she transferred her
accounts and other funds to Capitol
Bank, he says.
" There are times when it makes
sense to bend the rules and take a
small risk that reaps big rewards for
both the bank and their customers
or potential
(continued on page 58)
Capitol Bank
donated $2,500 to
Lussier Community
Education Center
for its anniversary
celebration.
independentbanker.org // 57

http://www.independentbanker.org

Independent Banker - April 2024

Table of Contents for the Digital Edition of Independent Banker - April 2024

Contents
Independent Banker - April 2024 - Cover1
Independent Banker - April 2024 - Cover2
Independent Banker - April 2024 - Contents
Independent Banker - April 2024 - 2
Independent Banker - April 2024 - 3
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Independent Banker - April 2024 - Cover3
Independent Banker - April 2024 - Cover4
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https://www.nxtbook.com/mspc/independentbanker/december2021
https://www.nxtbook.com/mspc/independentbanker/november2021
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https://www.nxtbook.com/mspc/independentbanker/december2020
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https://www.nxtbook.com/mspc/independentbanker/january2018
https://www.nxtbook.com/mspc/independentbanker/december2017
https://www.nxtbook.com/mspc/independentbanker/november2017
https://www.nxtbook.com/mspc/independentbanker/october2017
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https://www.nxtbook.com/mspc/independentbanker/august2017
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