At our Sioux Falls – Grand Prairie location, we recently had an encounter that highlighted the importance of vigilance and knowing your customers. A customer walked in during a brief lull, and Jamie Wassink, one of our dedicated team members, seized the moment to check in on some previous online banking issues he had experienced. However, she quickly noticed something was off. The customer seemed unusually fidgety and hesitant to enter her office.
When Jamie gently inquired about his well-being, he revealed he was there to make a substantial cash withdrawal of $14,000—a higher than normal request for him. Sensing something was wrong, Jamie probed further and uncovered a troubling situation: the customer was in the midst of being scammed. Earlier that day, his computer had been compromised, and the scammers had gained access to his banking and personal information. They instructed him to keep them on the line, place his phone in his pocket, and avoid speaking to any bank officers, directing him only to the teller line.
Recognizing the urgency, Jamie acted quickly. She contacted the joint owner of the account to help calm the customer and navigate the situation. Thanks to her quick thinking and decisive action, Jamie not only detected the fraud but also stopped it before any damage could occur. She assisted the customer in opening new accounts, updating his online banking details, and provided essential guidance on identity theft prevention.
“My favorite part about being a banker is my passion for building relationships with my customers, and because of that, I could see the nervousness in my customer standing in the lobby from my office and knew something was off,” Jamie shared. “Through encouraging conversation and further questioning, I was so glad we were able to stop the fraudsters right in their tracks.”
We are incredibly grateful to Jamie for her diligence and dedication to her customers. Her actions not only safeguarded our customer but also reinforced the security of our bank.
About American Bank & Trust
American Bank & Trust (AB&T) is a $1.9 billion asset, family-owned community bank that has served South Dakota since 1888. AB&T offers robust banking and trust services, complemented by the latest modern technology, delivered by the finest personnel in banking across 19 locations throughout South Dakota, North Dakota, and Minnesota. The freedom to create is central to the Bank’s culture and the relationships it has built over generations. AB&T is committed to energizing imaginations, empowering real people’s aspirations, and thriving on solving interesting challenges. To learn more, visit www.ABT.bank.
