Over the past several years, many studies point to money and finances as one of the top stressors in the lives of American adults. In recognition of Mental Health Awareness Month in May, we asked Melina Tapia, one of our branch tellers at Sunrise Banks, to share her experiences in listening to customers and helping them navigate financial stress.
Apart from my time as a teller, I am a college student studying strategic communications. I also work as a mentor for underclassmen that are high-achieving, first-generation and low-income college students. With this, I had the opportunity to take a course and get certified in mental health. This has not only helped in my personal life, but I have also been able to apply those learnings to my work at Sunrise Banks.
Mental health is something that is so important to me. As someone who has dealt with and has obtained skills to manage, I embrace the power we have to help others. Although being certified in mental health is helpful, it’s not necessarily a given skill; instead it is a skill you continue to develop over time.
Incorporating Core Values
At Sunrise Banks, one of our company’s core values is Never Not My Job. This means that if we have the opportunity to help others, we should. With my knowledge of mental health and the chance I have to make someone's day better, it makes my job feel even more fulfilling.
As a teller, we are the frontline ambassadors of the customer experience in our branches. Along with this, we get to talk with our customers about their day or anything they feel comfortable sharing with us.
I’ve had the pleasure of hearing great news from some of our customers, like making that first payment towards the house they’ve always dreamed of owning, to learning about credit for the first time and feeling that excitement of having a new, empowering financial tool. I’ve also listened to the hard moments of our customers’ lives, such as hearing from a wife who is grieving the loss of her husband and is confused on how to move forward with finances.
As tellers, the role is more than just depositing checks. It’s about listening to how people’s days have been, what achievements they are excited about and what hardships they might be going through.
Building Relationships with Regular Customers
We are fortunate to have regulars who come in weekly, have learned our names and have gained comfort with us. A kind customer visits our branch multiple times a month and often shares concerns about financial stress and the increasing demands from their adult children. I have tried to help that customer by listening since I know them well enough to know they like to talk and have you hear them out.
Part of our job is to listen and not judge but find the best ways to support our customers. Besides this, I also notice that sometimes, our older customers struggle with loneliness. Helping them in the branch gives them a chance to complete a task and simply meet with familiar faces. This then becomes an outlet for them to have a place to talk, be heard, and be understood.
Customers don’t always come into the branch with financial stresses — we have many who have lost someone close to them, are missing family back home, or are simply trying to get a handle on what’s happening in their lives. As tellers, we listen to it all and do our best to support them in the most respectful manner possible.
At Sunrise Banks, we strive to make our company feel like more than just a bank, but a place where people can go to and open up without shame.
No matter where you are on your financial journey, our team at Sunrise Banks is ready to support you. Visit sunrisebanks.com to learn more about our products and services, or visit one of our five branches in person.
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