Author: kltesch

This article was originally published in the Independent Community Bankers of South Dakota’s magazine, “The Bottom Line.”

For many community bankers across South Dakota and the surrounding region, the seamless experience of a business debit card swipe or a reliable ATM transaction is something they — and their customers — count on without a second thought.

But behind those moments of convenience is a network of dedicated professionals ensuring everything works as it should.

One of those professionals is Karen Powell, Customer Service Specialist at The Advantage Network.

With more than 30 years of experience, Karen is not just a support specialist; she is a problem solver, connector, and educator who plays a pivotal role in supporting community banks’ business debit card and ATM programs.

“My job touches many parts of the process,” Karen explained. “I assist with everything from ATM purchases, setup, and troubleshooting errors to helping financial institutions balance their ATM or general ledger accounts. And if a cardholder’s transaction isn’t working and the financial institution can’t figure it out, that’s when they call me.”

Collaboration at the core

Keeping these critical services running smoothly requires more than technical know-how. It’s about teamwork.

Karen emphasized that collaboration is at the heart of everything The Advantage Network does, both internally and with its financial partners.

“We’re a small but mighty team,” she said. “We rely on each other’s expertise and our connections with vendors and industry partners to solve problems quickly. What I may not know, I guarantee someone on my team does.”

Karen’s relationships extend far beyond the walls of The Advantage Network.

From working closely with FIS, the network’s processor, to coordinating with vendors and field technicians, Karen acts as a bridge between community banks, their customers, and the complex world of payment technology.

“Our longevity as a team is a huge asset — some of us have been here 15, 20, even 35 years. That experience means we know the right questions to ask and the right people to call.”

Navigating change, ensuring security

The payments landscape has changed dramatically over the past three decades, and Karen has seen it all.

“It used to be an ATM card, then debit cards, then chip cards, and now contactless and mobile wallets,” she noted. “Security and compliance requirements have evolved just as fast.”

Karen and the team stay ahead of these changes through ongoing education and collaboration.

From participating in webinars and payment card industry (PCI) compliance training to tracking the latest fraud trends, they remain vigilant and proactive.

Karen also draws on her experience from The Advantage Network’s former fraud division, where she worked closely with law enforcement and fraud specialists.

“It’s about staying informed and being proactive, not reactive,” she said.

Common concerns from bankers include fraud prevention, ATM compliance, and questions about new technologies like contactless cards.

Karen also helps bankers navigate critical ATM upgrades, such as ensuring PCI compliance or protecting against threats like jackpotting — where criminals install malware to steal cash from machines.

Education: The best defense

If there’s one piece of advice Karen wants community banks to take to heart, it’s the importance of education.

“Educate your cardholders,” she said firmly. “Whether it’s about fraud or just how to use their ATM cards — education is key. The more information you provide, the better their experience will be.”

Karen also provides guidance to banks that may only purchase an ATM every 10 to 12 years and lack internal expertise.

She handles everything from recommending the right machine to working directly with vendors and technicians on the bank’s behalf.

The human advantage

In an era dominated by automation and digital tools, Karen believes personal customer service still matters — and so do the community banks she supports.

“We hear from our financial institutions all the time: they love that they can call us and talk to a live person,” Karen said. “They don’t have to open a ticket and wait days for a response. In fact, they’ll often call us before other vendors because they know they’ll get a real person.”

That dedication to personal service is something Karen takes pride in, and it’s part of why she loves her work.

“I enjoy empowering others,” she said. “Whether it’s walking a banker through an ATM process or helping them with reporting, I want them to feel confident and understand the full experience.”

Patience, teamwork, and trusting the process

Karen acknowledges that the world of debit cards and ATMs is complex, with constant learning curves and new challenges. But she encourages patience and open-mindedness.

“Everything is a process,” she said. “We might all be learning together at the start, but in six months, we’ll have it figured out. And in the process, we’ll improve security, technology, and customer experience.”

When she’s not at work, Karen enjoys the outdoors, working in her yard, and spending time with her family.

A lifelong South Dakotan, Karen grew up on a farm, graduated from Clear Lake High School and Lake Area Technical College in Watertown, and has called Sioux Falls home for 35 years.

Her two sons share her passion for farming, hunting, and the outdoors.

Ready to work with Karen? Learn more about our business debit cards or ATM services!