Independent Banker - February 2020 - 39

with diverse customer bases. Here are
how two community banks meet the
needs of their multilingual and multicultural
customers.
For decades, $4.9 billion-asset Bankers
Trust in Des Moines, Iowa, has
been known for its commitment to
diversity and inclusion. " This includes
ensuring that our team members
reflect the communities we serve and
can communicate with them in their
own languages, " says Scott Valbert, the
community bank's assistant vice president
of corporate communications.
Bankers Trust has more than 25
employees who serve as interpreters.
Many of them are relationship
bankers, and other interpreters are on
hand to aid staff and visitors inside the
community bank's branches. " Some
are in technology, operations or our
global banking areas, " Valbert says.
" As interpreters, however, they are all
prepared to assist other bankers when
helping customers. "
Combined, Bankers Trust's interpreters
speak 17 different languages
besides English: Bosnian, Cantonese,
Chinese (Mandarin), German, Gujarati,
Hindi, Italian, Laotian, Malay,
Nepali, Pashto, Portuguese, Spanish,
Tai Dam, Urdu, Vietnamese and
American Sign Language (ASL).
Offering banking services in these
languages is part of the community
bank's larger effort to make customers
feel welcome. Bankers Trust strives to
understand and celebrate their customers'
cultures. " At our location that
serves the most highly diverse neighborhoods
in the Des Moines metro
area, the bank hosts cultural events
throughout the year, " Valbert says.
" These events help employees, customers
and neighbors learn about
various cultures, including regional
subcultures, through food, presentations
and more. "
In addition, Bankers Trust's 600
employees volunteer a total of about
" The community we serve remains
dominated by first-generation immigrants. "
-Jill Sung, Abacus Federal Savings Bank

Independent Banker - February 2020

Table of Contents for the Digital Edition of Independent Banker - February 2020

Table of Contents
Independent Banker - February 2020 - Intro
Independent Banker - February 2020 - Cover1
Independent Banker - February 2020 - Cover2
Independent Banker - February 2020 - Table of Contents
Independent Banker - February 2020 - 2
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Independent Banker - February 2020 - Cover3
Independent Banker - February 2020 - Cover4
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