different departments and locations. Vice President of Marketing Sarah Rayle explains that these gatherings foster camaraderie, reinforce core values, and ensure that employees feel both appreciated and connected. At a time when employee retention is a growing challenge across the financial sector, Tioga State Bank’s emphasis on engagement, recognition, and shared purpose has become one of its strongest assets. TECHNOLOGY THAT ENHANCES, NOT REPLACES, RELATIONSHIPS While relationships remain central, Tioga State Bank has also embraced technology where it adds value. The bank was an early adopter of tools like DocuSign and has partnered with fintech firms through initiatives associated with the Independent Community Bankers of America to enhance efficiency and security. One notable innovation is the implementation of Interactive Teller Machines (ITMs), which blend digital convenience with personalized service. Customers can complete transactions from their vehicles while still speaking directly with a live service representative—offering a hybrid experience that reflects evolving customer preferences. “Not everyone wants to walk into a branch, and not everyone wants to do everything online,” Fisher says. “Our job is to offer every access channel and let customers choose what works best for them.” ADDRESSING MODERN CHALLENGES HEADON As fraud becomes increasingly sophisticated, Tioga State Bank has intensified its focus on prevention and education. Through seminars, social media outreach, in-branch messaging, and one-on-one customer support, the bank works proactively to protect its most vulnerable customers. This hands-on approach requires time, patience, and expertise from frontline staff—but it also reinforces trust. Customers know they can rely on their bank not only to safeguard their finances, but to guide them through complex and stressful situations. 39 BUSINESS VIEW MAGAZINE VOLUME 13, ISSUE 02 TIOGA STATE BANK
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