The Teller 2022 Q2

years 1922-2022 SECOND EDITION 2022

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2 A Century of Innovation 4 Stars 6 Anniversaries 7 Community Sponsorship 8 Dustin Hofeling

FIRST NATIONAL BANK ALASKA IS AN EQUAL HOUSING LENDER AND MEMBER FDIC | NMLS# 640297

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Years of Innovation irst National has spent the last century customizing solutions to enhance our customers’ experience.

If you’d like a digital version of The Teller delivered to your inbox, send us an email with the subject “Digital Teller” to Marketing@ FNBAlaska.com.

Be sure to include your first and last name.

First National is no stranger to evolution. The bank opened its first branch during simpler times, with gold nuggets and furs in our vaults.

Through the years, the bank introduced drive-thru banking and ATMs, adding another layer of accessibility. Now, with digital banking, customers can send money anytime, anywhere with the touch of a button on their smartphones. It’s an essential service that has brought convenience to our daily lives.

As First National continues celebrating its 100th year, the bank is rolling out new digital products to meet and exceed Alaskans’ banking needs.

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Marketing FIRST NATIONAL BANK ALASKA P.O. BOX 100720 ANCHORAGE, AK | 99510-0720 Gabi Riquelme | EDITOR, WRITER David Haynes | WRITER Paige Perez | WRITER Joanne Teague | DESIGN, LAYOUT Marketing | DISTRIBUTION Laura Carpenter | EDITOR Denise Brown Robinson | MANAGING EDITOR Submissions to The Teller are welcome. Please pouch, fax or mail your submissions (for story ideas) to Marketing, fax: 907-777-3406. Keep in mind submissions are welcomed each month to make the next edition. Submissions are published on a space available basis, and may be edited.

NMLS# 640297

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AN EMPHASIS ON CUSTOMER EXPERIENCE

STATEMENT MODERNIZATION

“Customer experience is more than just providing high-quality, individualized service,” said Senior Vice President and Corporate Communications & Customer Experience Director Denise Brown Robinson.

“Creating a great experience requires an understanding of the wants and needs of our customers and implementing changes that bring satisfaction and loyalty.”

Experience measures customer service, technology and product design, and the bank’s overall brand. It looks at how easy it is for a customer to visit our branches and to use our products.

The Statement Modernization initiative upgraded mailed statements and e-Statements to make reviewing account information quicker and easier. The fresh new look includes: • • •

Full-color graphics and transaction detail columns Masked account number to ensure security and reduce fraud risk Searchable PDF format to easily find information

The new and improved statements were rolled out in March.

DIGITAL FRONTIERS E-NEWSLETTER

“The bank is looking underneath the hood and identifying all the details from start to end in the customer journey” said Brown Robinson. “It’s making that distinction between customer service and establishing a structure that creates brand loyalty among existing customers and attracts new customers.”

First National launched Digital Frontiers, the bank’s first e-newsletter in February.

The e-newsletter promotes the bank’s services, upcoming events and encourages Alaskans to engage with the bank online.

The most up-to-date bank information and news is sent directly to subscribers’ inboxes.

Digital Frontiers e-News is distributed to more than 50,000 subscribers monthly.

With this goal in mind, the bank continues to expand mobile technology with product enhancements to its digital solutions.

The bank has received good feedback about statement modernization and the e-newsletter.

2022 2015 1977

more than is e c n ie r e p x e Customer ty customer service. quali h ig h g in id v e d s of o u r o e r n d n a just p s t n a w ing the that It’s understandand implementing changes alty. customers ring satisfaction and loy b

The following new services are coming soon to better meet customer needs:

DIGITAL WALLET Digital Wallet will reduce the need for customers to handle a physical payment card or enter a PIN at checkout. This new service will help customers make payments quickly, efficiently, and more securely than ever before. Watch for more information as the implementation of this new service is expected to go live in Q3.

CARDHUB CardHub will integrate the features in the standalone CardValet app into the bank’s mobile FNBApp. This enhancement will streamline the user experience by eliminating the need for a separate app. Watch for more information as the app integration update approaches.

STILL GETTING BETTER A bank doesn’t reach 100 years in business by chance. It’s done with deliberation and a determination from awesome employees to offer the best to our customers. Rolling out these digital tools doesn’t just give customers what they want, it’s giving them what they need to succeed. When our customers succeed, the bank succeeds.

First National has seen so much in a century of business. We’ll continue to evolve and expand our services to shape tomorrow for the bank and our customers.

n Robinson Denise BrIDoENwT,

D PRES ICATIONS AN SENIOR VICE OR E COMMUN CORPORAT EXPERIENCE DIRECT CUSTOMER

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CONGRATULATIONS FROM UNITED WAY

THE TELLER PRESENTS

First National Stars The bank often receives emails, letters and cards from valued customers and coworkers that express thanks and share stories of excellent customer service and other good deeds. Here are some examples. Letters have been edited for content and clarity.

HAPPY CENTENNIAL, FIRST NATIONAL BANK ALASKA! Customers across the state are wishing the bank a happy centennial. Behind every message like this is a customer and their story of how we’ve helped them shape tomorrow.

CONGRATULATIONS on your centennial! I have been banking with First National Bank Alaska for more than 45 years. I am proud to be your faithful customer. Here’s to another hundred years of unsurpassed customer service!

Very Sincerely Yours, Sherry Louise Pinckley in Ninilchik, First National customer

OPPORTUNITY

HOTLINE

If you’re interested in transferring to another position within the bank or you know someone who is looking for a job opportunity have them check out the CAREERS page at FNBAlaska.com.

FIRST NATIONAL IS AN EQUAL OPPORTUNITY EMPLOYER.

First National has supported the United Way for years.

United Way of Anchorage’s President and CEO Clark Halvorson sent bank Board Chair and CEO/President Betsy Lawer this congratulations message.

Betsy, Congrats for 100 years of service and support to communities across Alaska!

United Way of Anchorage and our partners are so grateful for you and your team’s support to make Alaska a strong, resilient and vibrant place to call home. We couldn’t be happier for you and all of Alaska.

Clark Halvorson, President & CEO, United Way of Anchorage

ALL SMILES AT EASTCHESTER A little bit of kindness can go a long way. Branch Manager Syl Fowlis received this thank-you message from a customer about the kindness displayed to him during his visit to the Eastchester Branch.

I am disabled and that is part of what makes me smile today. I went to the Eastchester Branch to conduct some business and the Tellers and the Branch Manager greeted me by my honorary title: “Welcome back, Mr. Capelle!” I had some difficulty trying to sign a waxy piece of paper and the Branch Manager Syl Fowlis took his own pen out and handed it to me to use.

I arrived at the branch exhausted as I had just spent a few hours at doctor appointments but that whole incident made me chuckle on the ride home. Thanks, Eastchester Branch, for making me smile.

Freddy Capelle Jr., First National customer

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PERSONAL AND BUSINESS BANKING AT YOUR FINGERTIPS

A customer sent this wonderful message about Personal Banker Anna Lee. The bank is lucky to have someone who delivers such superior customer service on our team.

I live on the Eastside of Anchorage and bank at the Muldoon Branch.

I would like to express my accolades for a young lady whose name is Anna Lee. She is the most customer service-oriented person. She has been so helpful with all my accounts. She is always cordial, patient, helpful and very professional. Anna has helped me with online banking for both my church and my personal account.

She put me in touch with a loan officer and explained the systems and procedures to me with kindness. I am 83 years old and she has shown me how to do many things.

She is one of your best. KEEP HER!

Bank on the go with the FNBApp or FNBizApp* With Mobile FNBApp or FNBizApp, you can: •

Log in with secure Face ID recognition

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Deposit checks

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Schedule and pay bills

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Send money using Zelle® to family and friends**

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Check balances

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Access recent account activity

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Transfer funds between your accounts

Maxine Henry, First National customer

Anna Lee is the most customer service-oriented person.

She has been so helpful with all my accounts. She is always cordial, patient, helpful and very professional.

Maxine Henry FIRST NATIONAL CUSTOMER

Download the Mobile FNBApp or FNBizApp from the App Store™ or Google Play™ store to manage your finances anytime, anywhere.

Connect with a local banker 907-777-4362 Anchorage/Eagle River 1-800-856-4362 other communities * Messaging and data rates may apply. Download the app from the App Store™ or Google Play™ ** Only available on the FNBApp

Service Spotlight

LEE DISPLAYS SUPERIOR CUSTOMER SERVICE

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LISA SUMMERHAYS – 30 YEARS

Anniversaries As First National celebrates a century of helping Alaskans meet their financial needs and goals, the impressive list of longtime employees who have significantly contributed to the bank’s success grows. Here’s to celebrating the accomplishments of some of those individuals who have made a difference in First National’s history.

When you reach 30 years in a role, people wonder how one can stay in a job for so long. Senior Auditor Lisa Summerhays says her answer is simple: “The IT world is ever-changing, there is always something new to learn in every audit that I do.”

While the fundamentals of her job have not changed, technological advancements have brought dramatic shifts to the processes and systems related to her work.

Summerhays has always been eager to pick up new information. “The bank has always supported my continued growth in my position,” she said.

One of these big, dramatic changes was the transition from the in-house bank systems to the bank’s core Premier system. “It was a huge project that required many people from several areas of the bank to work together to implement new processes and controls,” said Summerhays. She found it rewarding to participate in such a historic upgrade for the bank.

Summerhays’ career has been a journey of learning. She believes her ambitious attitude to always keep enriching herself with information has been the key to being asked to participate in bank initiatives over the years. “My best advice is to never stop learning about your position and other areas of the bank. This knowledge will help you provide the best service to your customers. The people you will meet on this journey will be amazing!”

ALLEN JACKSON – 25 YEARS When you stay at one employer for several years, you are given the opportunity to nourish your career in a way that may not be as likely if you were to job hop. Purchasing and Warehouse Manager Allen Jackson has spent the last 25 years cultivating his role at First National’s Warehouse. With the help from great leaders through the years, Jackson is now one of First National’s subject matter experts regarding the bank’s logistics.

Jackson and his team are currently responsible for the managing and issuing of core-banking supplies throughout branches and cost centers, as well as purchasing, asset management, and records destruction.

If you ring the Warehouse line, Jackson is always more than ready to find a solution to your request.

Jackson began his career at the bank as a Warehouse employee for the Property Department in January 1997. He’s been to several Property Department picnics, attended annual Dinner Dances, and has seen the implementation of several bank initiatives that moved First National into the modern banking era—new computers, copiers and other equipment. But his most cherished experience is being coached by bank leaders on projects like opening, closing and remodeling branches.

“I am most proud of being trusted to train and coach extraordinary teammates. Without all of their trust, my teams and I would not be as successful supporting the bank as we have been,” said Jackson.

Jackson hopes to pass on some of the guidance that was passed onto him: ”Embrace all of the benefits and coaching that the bank’s leadership graciously offers.”

B R ENT K IMB A L L –­ 10 YE A RS Brent Kimball became a part of the First National team in March 2012, joining the Financial Division as the bank’s Controller.

He quickly became a valued colleague, department leader, and friend.

During his 10 years at the bank, Brent used his financial expertise to help the bank grow and succeed. His coworkers knew him for his bright smile, humor, kindness and heart of gold.

All will dearly miss Brent.

In Memoriam

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CONTRIBUTIONS IN FOURTH QUARTER BRING 2021 TOTAL TO NEARLY $900,000 With fourth quarter contributions of $757,654, First National Bank Alaska and its employees gave $896,577 to Alaska communities in 2021. This total includes charitable gifts, activity and community sponsorships, and in-kind donations of time and talent during the past year.

Health, youth, educational, civic and arts organizations from all around the state were recipients of donations from First National in the year past.

As has been the case throughout the bank’s history, Alaska’s young people were at the center of First National’s support.

The bank continued its history of contributions to organizations such as the Alaska School Activities Association, Alaska Children’s Trust, Boys and Girls Clubs, Big Brothers Big Sisters, Junior Achievement of Alaska, the Boy Scouts, and Girl Scouts of Alaska.

Other noteworthy contributions in 2021 included those to United Way organizations statewide, Alaska SeaLife Center, Alaska Center for the Performing Arts, Choosing Our Roots, Alaska Public Radio Network, Alaska Federation of Natives, Kuskokwim 300 Race Committee, Mat-Su Food Bank, Sitka Whalefest, Fairbanks Economic Development Corporation, Alaska Travel Industry Association, World Eskimo-Indian Olympics, among many, many others.

In addition to these donations, bank employees volunteered hundreds of hours to assist organizations and the people they serve. First National Bank Alaska also donated thousands of dollars of gift items such as children’s toys, sporting goods, office supplies and clothing items.

Other Notable Fourth Quarter Contributions Alaska Black Caucus - $25,000 This donation was directed to ABC’s capital campaign for their Equity Center. The center will provide a service hub for Black, Indigenous and people of color (BIPOC) communities, and provide office space to other BIPOC-led organizations and individuals who support the BIPOC community, at below market rate.

Alaska Legal Services Corporation - $5,000 Often, those needing legal services most can afford it least.

First National’s support of ALSC will help them assist low-income Alaskans across the state in a variety of civil legal matters.

ANCSA Regional Association - $25,000 Last year was the 50th anniversary of the signing of the Alaska Native Claims Settlement Act (ANCSA), a milestone in the history of Alaska. To celebrate the event, this group produced the documentary film, “ANCSA: Our People. Our Land. Our Future.” First National was a major supporter of the film.

American Red Cross - $10,000 By mobilizing the power of volunteers and the generosity of donors throughout the state, American Red Cross helps prevent and alleviate human suffering in the face of emergencies.

First National is proud to be one of those donors with this Corporate Sponsorship, with funds distributed to Red Cross events and programs in communities First National serves.

Carol H. Brice Family Center - $6,000 The Fairbanks branches are longtime supporters of this organization and their mission “to empower families and improve the quality of life for people in the Greater Fairbanks Area.”

This donation was used to establish an emergency food program, the Little Free Pantry, available to struggling low-to-moderate income households served by Headstart, the primary tenant in the Center.

Copper Basin 300 - $500 Our Glennallen Branch is a longtime supporter of this event, one of the premier mid-distance sled dog races in Alaska. This year human and canine athletes had to cope with temperatures of minus 40 degrees and below. Brrrrr!

Food Bank of Alaska - $45,000 With the challenges of the last two years, demands on Food Bank of Alaska continue to grow across the state. Their new, expanded home allows them to help hungry Alaskans quicker and more efficiently. This donation completes the bank’s commitment to the capital campaign to purchase and remodel the new facility.

Project Access Anchorage - $2,500 This program, administered by Christian Health Associates, helps low-income residents that have major medical problems but don’t have health insurance. Project Access coordinates the services of volunteer doctors and practitioners with those in need, saving untold dollars and lives.

Rural Alaska Honors Institute - $5,000 Since 1983, RAHI, a University of Alaska Fairbanks program, has been giving rural and Alaska Native students an unforgettable crash course in college success. Students earn up to 11 college credits in six weeks and learn how to thrive academically by experiencing life on campus, building self-confidence, and developing a statewide community to carry with them throughout their lives. The competitive, six-week summer program is free to attendees, thanks in part to this donation from First National.

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First National Bank Alaska

IN THE SPOTLIGHT

P. O. Box 100720 Anchorage, Alaska 99510-0720

PAID

ANCHORAGE, AK PERMIT NO. 175

Dustin Hofeling SENIOR VICE PRESIDENT IT SYSTEMS & SUPPORT DIRECTOR

IT Systems & Support Director Dustin Hofeling helps First National shape tomorrow for Alaskans by pushing forward a new era of digital banking services BACK TO THE FUTURE Dustin Hofeling began his First National journey in 2011, just one short year before the bank developed the Mobile FNBApp. In retrospect, he couldn’t have joined the team at a more exciting time. The launch was the bank’s first major digital initiative, and one that would alter the customer experience forever. “Ten years ago, our mobile banking app didn’t even exist. It was completely new territory,” the Senior Vice President remembered. “Today, more than 50% of our customers use mobile banking.”

A DIGITAL FRONTIER Today, as the bank’s IT Systems and Support Director, Hofeling is still inspired by that initial success. He is always imagining new possibilities of what the bank’s digital services could become. “I constantly ask myself, ‘What should we be doing to be competitive?’” Hofeling said. “If our vendors can’t do it, how do we get there?”

Of course, not all improvements are customer-facing. Hofeling also drives internal technology improvements, such as upgrading outdated servers and backroom hardware. As a result, the updates

streamline employee workflow across the bank, often without ever needing to notify the 600+ personnel working across Alaska. The irony isn’t lost on Hofeling.

“Funnily enough, a sign that my team has done their job well is when nobody notices there’s been a change at all,” he laughed.

TECHNOLOGICAL TOGETHERNESS While much of the work the IT Division does is subtle, its effect on the bank’s culture is not. Hofeling proudly noticed that his team’s digital projects (both internal and external) have brought colleagues closer together – especially across divisions. “Before Doug Longacre retired, he said in all his years he’s never seen such great cross-divisional teamwork as it is now,” Hofeling recalled.

“Digital services require much more collaboration to be successful. So many different departments get involved to help create the best customer experience. The culture of First National has really evolved with the technology.”

Digital services require much more collaboration to be successful. So many different departments get involved to help create the best customer experience. The culture of First National has really evolved with the technology.

Dustin Hofeling

SENIOR VICE PRESIDENT IT SYSTEMS & SUPPORT DIRECTOR