For many bank tellers, the job starts as a gateway into the financial industry—a role built on customer interaction, cash handling, financial savviness and top-tier service. Yet, over time, some front-line service personnel may find themselves feeling limited by routine transactions and therefore ready for something more.
Fortunately for them, the banking field offers a wealth of career possibilities beyond the teller line. Each potentially new job title requires a unique skill set while still benefiting from the customer service expertise honed at the front counter.
Brad Borene, the Bank Secrecy Act (BSA)/Security Administrator at New Tripoli Bank (Lehigh Valley, PA), provides an apt example of the possibilities in store for tellers looking to expand their professional roles. He was a teller himself for only three years, from 2018 to 2021, before finding his calling in fraud prevention, using his keen eye for detail and people skills to help protect customers from financial scams.
His journey is just one example of how a career in banking, driven by some self-determination and open mindedness, can evolve in unexpected and rewarding ways.
Building a Banking Career, From Books to Banks
Borene serves a close-knit community bank of $635 million in assets and three branches which is celebrating its 115th anniversary this year. His path to banking came atop a background in art and a diverse résumé that included a stint selling books.
That formal education sharpened his observational skills, and his growing sales experience heightened his ability to assess others and gauge their behaviors. Both these abilities gelled in his financial services career, born of a passion for protecting financial institutions and their customers from fraud.
“I started out in retail,” Borene recalls. “I spent about 15 years in various positions, mostly working in bookstores, dealing with everything from customer service to the stockroom. Retail wasn’t what it used to be, and I knew it was time for a change.” With his strong background in cash handling and customer service, he saw an opportunity in banking and decided to make the transition.
“I thought these skills could transfer into a banking environment,” he adds. “I applied at New Tripoli Bank, got an interview, and was hired as a teller.”
The transition to banking was not without its challenges. As a teller, Borene faced the steep learning curve of mastering banking terminology, a task he humorously admits he’s still working on. “There’s an infinite list of acronyms, but you eventually get the hang of it,” he jokes, acknowledging that even after a few years, there’s always more to learn in the banking world.
Recognizing Red Flags: Borene’s Talent for Spotting Unusual Bank Activity
As a teller, Borene quickly stood out for his ability to connect with customers and for his keen eye for recognizing unusual transactions. “I always took a personal approach with customers,” he explains. “I got to know them well enough that I could recognize when something wasn’t quite right, like when someone was withdrawing a large sum of money and wasn’t forthcoming about the reason.” Borene’s ability to spot banking red flags was essential to his career progression, and it eventually led him to the BSA and Security department.
“I was a teller for a couple of years, and I was starting to take on more responsibilities behind the scenes. Then, a position in BSA and Security opened up, and I applied. It was just good timing,” Borene recalls. He had found his natural fit in fraud detection and prevention.
His role as a BSA /Security Administrator is as multifaceted as it is critical. “In this job, I’m constantly playing detective,” he says. “I rely heavily on the tellers and our Deposit Operations staff, who see transactions before I do, and I follow up on certain unusual activity.” Borene works closely with both staff and customers to address potential fraud at an early stage. If something looks suspicious—such as a large withdrawal or an unusual bank transaction—he will proactively reach out to the customer to clarify the situation.
Fraud Prevention in a Community Bank: Borene’s Strategy
Borene’s approach to fraud prevention is deeply embedded in the New Tripoli Bank community bank model, where personalized service and trust form the cornerstone of the business. He works hard to maintain a rapport with customers, which often involves going the extra mile. “I talk with a lot of customers every day, and they know me by name,” he says. “Some of them I’ll run into while I’m out running errands, and we’ll chat. That personal connection is a big part of why our customers feel comfortable with us.”
In fraud situations, Borene’s familiarity with the customers is especially valuable. “In a community bank, you get to know people,” he explains. “We say that people are more valuable than money. And that philosophy has been imbued into every customer and every colleague we encounter.
“So, when something seems off, you’re more likely to catch it. ” This relationship-driven approach makes Borene’s role as a fraud detective even more meaningful.
Educating Customers to Battle Bank Scams
One of the most significant aspects of Borene’s work involves preventing scams that target vulnerable individuals, including the ever-persistent gift card fraud and imposter scams. “I’m always talking about gift card scams,” Borene admits. “They’re the easiest to recognize and prevent, but scammers love them, and it’s one of the hardest things to stop because people don’t think it’s a scam.”
In one particularly disturbing scam scenario, customers are tricked into withdrawing large amounts of money and then using cryptocurrency ATMs to deposit their funds. The fraudsters impersonate law enforcement or tech company representatives, claiming suspicious activity is occurring in the customer’s account. “It’s heartbreaking when that happens,” Borene shares. “We try to stop it by questioning large cash withdrawals, but once it’s done, it’s very difficult to recover the money.”
Even though Borene deals with difficult, often emotionally charged situations, the satisfaction of preventing fraud keeps him motivated. “When we stop a scam before it happens, it’s like saving the planet from an asteroid,” he joyfully explains. “It’s not about the accomplishment; it’s about the relief that nothing bad happened.”
Supporting Bank Fraud Victims
Despite the victories in fraud prevention, Borene recognizes the emotional toll the job can take. “The hardest part of my job is when the customer doesn’t report a fraud in time.” In these moments, Borene offers as much support as possible, guiding the customer through damage control, even when full recovery is impossible.
“The victims of fraud are just that—victims,” Borene notes. “You never blame them. All of us are vulnerable, and it can happen to anyone.” He is deeply empathetic towards the customers he serves, understanding that the financial loss they experience can be emotionally devastating too. This empathy, combined with his professionalism, makes him a pivotal employee of New Tripoli Bank.
Advice for Future BSA and Bank Security Professionals
For those considering a career in BSA and security, Borene has a simple piece of advice: “Find a good mentor. If you have someone in your workplace who is willing to show you the ropes and who has been in the business a while, let them take you under their wing. Watch that person closely and learn. That kind of relationship can accelerate your advancement in the organization.” He emphasizes the importance of continuous growth and staying current with industry trends. “In banking, you’re always learning. There’s never a point where you know it all.”
Throughout his career, Borene has benefited from mentorship, a core value that he believes is critical for success in the banking industry. “When I was a teller, I wasn’t sure I was qualified to apply for a position in BSA and security,” he recalls. “But a manager told me, ‘So what? Apply anyway.’ That advice pushed me to take the leap.”
He also encourages others to seek out both mentorship and embrace continuous learning. “If you’re interested in moving up, ask questions and show interest,” he advises. “There are always cross-training opportunities in a bank, and it’s important to let people know you want to grow. It’s how I got to where I am today.”
Borene’s role at New Tripoli Bank is an essential one—blending security expertise, community engagement, and personal integrity to create a safe environment for customers and staff alike. Through his vigilant efforts, he continues to make a difference, ensuring that his customers can feel secure in an increasingly complex financial landscape.
