Customer service has been a core principle of the Austin family and Austin Bank from the beginning. Our mission to be “Community Bankers Providing Exceptional Service” is reached when we all uphold our service non-negotiables: make each customer feel welcome; fulfill customer needs quickly and efficiently; thank the customer for choosing Austin Bank and treat all internal and external customers with dignity and respect. This month’s Star has taken these tenets to heart and practices them daily. We are proud to recognize Natalie Henderson, Teller in Frankston, as the May Star of the Month.
Natalie recently had an instance where she was ‘just doing her job’ . . . providing remarkable service. While driving through Frankston one Saturday, Ana, a non-customer, realized she needed to make a cash wwithdrawal. The lady tried the ATM, but had difficulty with her card. Approaching the drive thru to seek assistance, she was greeted by Natalie who then went outside and helped her complete the transaction at the ATM. Taking the time to alert office management of her visit and level of care, Ana wrote “I applaud you for having employees like Natalie who go above and beyond to help your customers.” Misty Evans, Retail Market Manager, comments “This is just one example of what I see every day. Natalie makes it a habit to go above and beyond on a regular basis to help her coworkers and customers.”
Natalie has been a member of the Austin Bank team for one year, with an additional two years of service in the banking industry. She and her husband, Nick, live in Frankston with their dog, a boxer named Bella. Natalie is a very proud aunt to one nephew and newborn twin nieces. Her favorite place to be is on a beach vacationing, but when time won’t allow for that she enjoys weekend camping trips with her husband. In addition, she is a big fan of country music and enjoys watching the Big Bang Theory.
“I have seen Natalie smile through some very tough situations with customers that others would not be able to handle – each time with a smile in her voice and a ‘thank you for coming in’. She is always very helpful to customers and co-workers.”
Mimi Mitchell, Teller Operations Supervisor, Frankston
“Natalie is such an asset to our Frankston office and Austin Bank as a whole. She is very professional in all her interactions. Her willingness to help others and learn new things are exceptional. I am very proud to have Natalie on my team!”
Misty Evans, VP/Retail Market Manager
“Natalie is very bright and friendly to her co-workers and customers. She never hesitates to help when asked. I think Natalie is a vital member of the Austin Bank family and we are very pleased she is a part of the Frankston team.”
Shaunna Nolen, AVP/Administrative Assistant, Frankston