April 2019 - Star of the Month - Shirley Smith

by Austin Bank 12. April 2019 15:02

Author of Amaze Every Customer Every Time, Shep Hyken, said “The key is when a customer walks away, thinking ‘Wow, I love doing business with them, and I want to tell others about the experience.’”  Our April Star has a reputation of providing this type of service with every interaction.  For this reason, we are proud to recognize Shirley Smith, AVP/Customer Service Representative in Frankston, as our April Star of the Month.

Austin Bank has long held a high standard in the treatment of customers and our community members.  Shirley serves as an embodiment of this standard, and an example for all those around her.  On a daily basis, she goes above and beyond regardless of whether she is helping a Bank customer or non-customer.  Every person is treated with the utmost respect and with a positive attitude.  An example of this was when a gentleman called the Frankston office at 4:15 one afternoon asking if any of the Bank lobbies were open past 4.  He explained that he had just gotten off work and would come back the next day to open an account since the lobby was already closed.  Upon realizing that he was in the parking lot making the call, Shirley stepped up and said that she would help him that afternoon.  Genuine as ever and with a true smile on her face, she greeted him at the door, treated him as she does everyone she comes in contact with, and gladly stayed past closing time to insure his account was open and his questions were answered.  Natalie Henderson, Retail Office Manager in Jacksonville, shares, “Without a doubt I can say that this customer received five star service.  Shirley is always willing to help, taking on any task asked of her, and is a true team player.”

Shirley joined the Austin Bank family as a Loan Processor for First State Bank, Frankston in 2005 bringing with her twenty years of previous banking experience.  She moved to Customer Service Supervisor in 2007, and when FSB changed its name to Austin Bank in 2010, she entered her current role.  In addition to her duties as a CSR, Shirley is the primary IRA contact for Frankston, Noonday and Palestine, and serves as the back-up for IRAs bank wide.  She is always seeking to help others, often working behind the Teller line running work for the Tellers or assisting the Retail Office Manager with duties.  

A graduate of Frankston High School and Sam Houston State University, Shirley has also completed the Principles of Banking Operations course.  She and her husband Wayne, live in Frankston where she enjoys reading, cooking and baking.  Shirley loves scary books and movies, especially anything by Stephen King.  She and Wayne have two children, five grandchildren and one great grandchild.


“Shirley is a great asset for the Frankston office.  She is very knowledgeable, always willing to help, provides excellent customer service and is never afraid to take on a new task.  I love having Shirley on my team.”

Minerva Trujillo, Retail Office Manager, Frankston

“I have worked alongside Shirley since our days in the credit department for FSB Frankston.  She consistently does her job accurately and with a great attitude.  Always willing to jump into complicated situations, she maintains a common sense, customer service first and foremost approach.  She is a valuable part of our office.”

Cody Newton, VP/Location President, Frankston

“Shirley is such an asset to our Frankston office and Austin Bank as a whole.  She never meets a stranger and her personality makes her an awesome Customer Service Representative.  I’m proud to have her on my team.”

Misty Evans, SVP/Retail Market Manager, Frankston




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