Marie assisted a long‑time member, age 78, who has relied on Call 24 telephone banking for nearly 28 years to manage her finances. Because the member does not drive, the transition to the new virtual assistant, PAT, felt overwhelming and frightening. She called in extremely upset and anxious, sharing concerns about speaking sensitive information out loud, recent mail tampering involving her statements and Social Security correspondence, and a general distrust of AI‑powered systems. Marie responded with exceptional empathy and patience. She took time to listen, validate the member’s fears, and explain how PAT works—reassuring her that she could continue using her PIN and remain independent in managing her accounts. Marie also reviewed the account for unauthorized activity, provided education on scams and fraud prevention, and offered reassurance during a very vulnerable moment. Noticing the member’s recurring direct deposit, Marie additionally shared information about a Money Market Plus account that could better support her financial wellbeing. After the call, the member left a heartfelt message expressing deep gratitude, sharing that Marie’s kindness, patience, and care completely changed her mood and made her feel safe and genuinely cared for. This interaction reflects Marie’s ability to turn fear into confidence, strengthen trust during change, and deliver truly meaningful member experiences.
