Business View Magazine | January 2021

298 BUSINESS VIEW MAGAZINE JANUARY 2021 ATMs to a standardized model with deposit- taking capabilities. They had also created a video library with step-by-step instructions on how to use their online systems. “As COVID got more and more rampant back in March-April and people were coming to us saying ‘How do I download that app? What do I do?’ we were able to quickly create some emails with links to the videos with step-by-step instructions to really push the members toward the self-service channel,” says Frey. Their ability to thrive in crisis has also served them well on the fraud front. “COVID has ramped up fraud in the banking industry, but Dover Federal is taking it all in stride, ready for what comes,” says Donna Kiscaden, Chief Financial and Risk Officer for Dover Federal. “This year has been crazy. We have had to keep an eye out for old tricks and the SBA Paycheck Protection Plan (PPP) loans – there has been fraud there – so we are just keeping watch… It’s never dull.”