It Takes a Village

Client Services Specialist Josie Henningsen answered the first call that came into the Bismarck North Choice Bank location one morning. Another bank had called to verify a check they’d received from Jeff, a Choice customer and small business owner in Bismarck. The request itself was not all that unusual. However, there was one red flag: the call came from Missouri.

“Because he was hit with a second wave, we thought it was better to just change accounts. For peace of mind,” Bill said. “There is no guarantee that it won’t happen again, but at least if it does start happening again, we’ll catch it immediately.”

When the new account had been set up, Missy went down to Jeff’s store in person to have the paperwork signed. Rather than frustration that his account had been compromised in the first place, Jeff greeted Missy with overwhelming gratitude.

“When I went down to the store, the comments Jeff and his staff were making about our bank was just wonderful. They were so appreciative,” Missy said. “People have heard about it and have been asking Jeff, ‘Is your business okay? Are you okay?’ And he’s been speaking very highly of Choice and how we have treated them.”

What could have been a million-dollar fraud case became an opportunity to strengthen a relationship with an already loyal customer—all because a group of Choice employees acted quickly, followed protocol, and, most importantly, worked together as a team.

“It wasn’t just one person,” Missy said. “It was everybody”

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