As a relatively new employee at Grand Rapids State Bank, Joleen Merrill has already determined what she enjoys most about her job as an account services representative.
“We are trained to help customers with any issue when they call or visit in person,” Joleen explained, “and I enjoy working with people when they need assistance. While it might seem a bit unusual, my favorite thing is helping people balance their accounts. For me, it’s like solving a mystery, and I really like to dig in and work through the complexities that may be part of the issue.”
Joleen began working as a part-time teller in December 2023, but once she realized her 13-year-old son could continue his home-schooling without her being present fulltime, she accepted an available account services representative position.
Joleen works with two others at the main bank, Teri and Hannah, to assist customers with opening new accounts, solving credit card issues, and responding to questions about online banking or any other matter that customers may encounter.
“Most of the questions we handle come by phone, but quite a few people visit in person, particularly when the issue is a bit more complex,” Joleen continued. “The most challenging issues arise from credit card fraud, and the frequency of those issues seems to be on the rise. The fraudsters are getting more innovative as they evolve new ways to trick people, it seems.”
Like the other account services representatives, Joleen participates in ongoing computer-based training to keep current with new developments and improvements in fraud prevention and banking best practices. They also receive weekly updates from the bank’s information technology team about industry-wide developments to keep customer data secure.
Joleen and her family of four sons moved from Brainerd to Deer River last December. Her husband works remotely for a company, Landis+Gyr, an international company that manages automated meter reading and other energy management systems.
“After college I worked for a leasing company and then a bank, but then took 20-year hiatus to raise our sons,” continued Joleen. “The boys are now at an age I felt comfortable returning to work fulltime.”
Joleen’s life has revolved around her family, and they all enjoy camping, fishing and outdoors.
“I enjoy reading and biking, too, but while raising four boys ages 21 to 13, a lot of my free time was focused on family activities. I’m looking forward to the next phase of our lives together.”