Alpine Bank

31 We had a customer who was unable to come to the bank to finalize some loan documents due to a health issue. As both a lender and a notary, I offered to come to them instead of them being unnecessarily stressed out. They lived on Hwy 348 outside Olathe, but I was more than happy to assist the customer. This small task was seen by the customer as a huge assist. Allison Nadel | Montrose Assistant Vice President Operations Manager Employee Owner since 2002 I recall an elderly customer reported a phone call in which the caller asked for her account number and afterwards she became uncomfortable that she had given it to the caller. We discussed the call, and I could tell she was very confused. We were able to determine she had been assigned a helper with an extension office to assist the elderly with their business. I restricted her account to safeguard her funds and then with the help of the location, we were able to locate her helper who then went to her home and reported back the caller had been our customer's medical clinic trying to help with a payment the customer had neglected to make that month. The customer was very appreciative and felt secure her bank was looking after her financial needs. Christina Grayson | Grand Junction Fraud Investigator Employee Owner since 2009 Over the years it always amazes me how generous and good-hearted our staff are! Quite a few years ago we were collecting shoes for a Soles for Souls shoe drive, and I was blown away by the participation of our COPS staff! It was the same response for the EPIC book drive events! We have very CARING teams that work for Alpine Bank, and I am proud to be part of this wonderful group of people! Rose Fraser | COPS Vice President - IT Employee Owner since 1988 There was a customer who was having a lot of trouble understanding how one of our merchant products worked, and how it processed an ACH payment through the AlpineRemote Online Payment Portal. The customer would call often and have the same questions. She would get frustrated because she didn't understand, and at one point she thought our product did not work. To resolve the issue and reassure the customer that our products work, and our customer service is exceptional, the location and backroom operations teamed up. We worked together to assist this customer and explain the nuances of how ACH transactions get processed. We helped her monitor her transactions for a period of time. In the end she knew she could count on her bank to be there for her. Jenny Gonzales | Grand Junction EB Alpine Remote APS Product Manager Employee Owner since 2014 A customer came into the bank and requested to speak to someone in Fraud in person. Normally we only speak to them on the phone.This specific business owner was very concerned about a breach of personal information. I gladly went down to the lobby and gave her all the tools, phone numbers needed to protect her identity. The customer thanked me over and over again for answering every one of her questions and assisting her. It's not every day we get to help in person so this was very rewarding for me. Shanna Woods | Grand Junction Fraud Supervisor Employee Owner since 2003 In the Grand Junction region, we have an arrangement with two assisted living facilities to provide banking services to our customers who live there. We would open accounts, cash checks, balance checkbooks and sometimes just listen to their stories. I was lucky enough to coordinate the services for the first several years. Our customers appreciated us coming to them so that they didn't have to worry about traveling to us. Cindy Brown | Grand Junction EB Vice President - Card Services Employee Owner since 1994

• Cover