Independent Banker - August 2018 - 56
Most Innovative Banks
Dementia-friendly
design
River Valley Bank,
Wausau, Wis.
Assets: $1.3 billion
It's all about customer care
O
ne morning, a fi nancial specialist at a River Valley Bank branch
helped a customer reconcile his checkbook. Later that day,
the same customer came back, again asking the specialist to
reconcile his checkbook.
At another branch, a customer came in and said he was there to pick
up his wife. " He thought the bank was a dental offi ce, and the team
members knew that his wife had been in a nursing home for quite some
time, " says Rhonda Lewis, senior administrative assistant.
In both cases, bank team members knew exactly what to do. Lewis's
father passed away from dementia three years ago. As a result of that
experience, she began volunteering to train employees at local retail
establishments, restaurants, banks and
churches on how to create dementiafriendly
environments. Eventually,
Lewis expanded her eff orts to training
River Valley Bank employees at all of
the bank's 15 locations in Wisconsin
and Michigan. Training occurs in
person and by videoconference.
Participants include managers,
HR, compliance, lending and, of
course, the bank's frontline fi nancial
" A program
like this is
particularly
important
these days,
as millions of
baby boomers
are now
in their 60s
and older. "
-Rhonda Lewis,
River Valley Bank
specialists, among many others.
" Training focuses on helping
employees identify customers who
may be experiencing dementia or
any other cognitive impairment, and
then, as much as possible, helping
them maintain their independence
and dignity while protecting
them from problems, such as
unpaid expenses and squandering
resources, " Lewis says.
In tricky situations, River Valley Bank may also contact account
co-holders or individuals with fi nancial power of attorney. In most
cases, the branch manager gets involved, and if necessary, so does
the fraud department.
" A program like this is particularly important these days, as
millions of baby boomers are now in their 60s and older, " Lewis
says.
56 Q ICBA Independent Banker Q August 2018
What does a dementia-friendly
branch look like?
Q If an employee suspects that a customer
has dementia, they let their manager
know.
Q The manager checks if the customer has
an account co-owner or someone with
financial power of attorney.
Q If so, the manager contacts that person
and explains the bank's observations.
Q If not, the manager first contacts the
fraud department and then, if necessary,
contacts a local aging resource center,
which can request a " wellness check " on
the customer.
Beyond that, says senior administrative
assistant Rhonda Lewis, the bank can't do
much but continue to monitor the account
to make sure that fraud is not taking place.
-William Atkinson
Independent Banker - August 2018
Table of Contents for the Digital Edition of Independent Banker - August 2018
Table of Contents
Independent Banker - August 2018 - Intro
Independent Banker - August 2018 - Cover1
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Independent Banker - August 2018 - Table of Contents
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