Some of the most important support we offer our members goes beyond banking. It’s about being there when life takes an unexpected turn.
Dennis, longtime Lake City member, visited the branch after one of life’s hardest moments: the sudden loss of his wife. Unsure where to begin, he turned to VyStar for help with his finances and finding steady ground during a time of change.
Caitlin, a Senior Relationship Specialist in Lake City, noticed him in line and invited him into an office so the two could have a more private conversation.
“His eyes were bloodshot when I called to assist him,” Caitlin said.
After finding out Dennis’ wife handled the couple’s finances, Caitlin guided him through managing his account and making sure he had a plan to cover his bills. As they talked, Dennis shared stories about his wife and the life they built together, and the conversation became about more than paperwork. Caitlin could empathize with the situation, having seen her grandfather go through a similar experience.
Wanting to ensure Dennis received continued support, Caitlin scheduled a follow-up appointment to help him set up his online banking and stay on top of other details. Since then, Dennis has kept in touch, visiting the branch to share updates on his travels, introduce his son and seek financial guidance. He even came to the branch on his wedding anniversary.
For Caitlin, being there during life’s difficult moments is one of the most meaningful parts of her role. It’s one she is proud to step up and fill whenever needed.
“I can be their shoulder to lean on and a stepping stone to make things easier,” she said.
If you or someone you know has experienced the loss of a loved one, VyStar Investment Services offers a deceased processing checklist to help.
VyStar's Better Banking Stories series showcases real members and the VyStar employees who go above and beyond to help them.